131. Which of the following is used to initiate a flow?

1. A Trigger
2. An Event
3. A spoke
4. Core Action
Answer: A Trigger

132. What is generated from the Service Catalog once a user places an order for
an item or service?
1. A request
2. An Order Guide
3. An SLA
4. A change request
Answer: A request

133. Which of the following allows a user to edit field values in a list without
opening the form?
1. List Editor
2. Data Editor
3. Edit Menu
4. Form Designer
Answer: List Editor

134. What is a formatter? Select one of the following.

1. A formatter is a form element used to display information that is not a field
in the record
2. A formatter is a set of conditions applied to a table to help find and work
with data
3. A formatter allows you to configure applications on your instance
4. A formatter allows you to populate fields automatically
Answer: A formatter is a form element used to display information that is not a field in
the record

135. The baseline Service Catalog homepage contains links to which of the
following components?
1. Record Producers, Order Guides, and Catalog Items
2. Order Guides, Item Variables, and Workflows
3. Record Producers, Order Guides, and Item Variables
4. Order Guides, Catalog Items, and Workflows
Answer: Record Producers, Order Guides, and Catalog Items

136. Which one statement correctly describes Access Control rule evaluation?
 1. Rules are evaluated using roles. The role with the most permissions
evaluates the rules first
2. If more than one rule applies to a row, the older rule is evaluated
first
3. If a row level rule and a field level rule exist, both rules must be true before
an operation is allowed
4. Rules are evaluated from the general to the specific, so a table rule must
be active to continue
Answer: If a row level rule and a field level rule exist, both rules must be true before an
operation is allowed

137. Which of the following are a type of client scripts supported in ServiceNow?
(Choose four.)
1. onCellEdit
2. onSave
3. onUpdate
4. onEdit
5. onChange
6. onLoad
7. onSubmit
Answer: onCellEdit. onChange, onLoad and onSubmit

138. Which of the following statement describes the purpose of an Order Guide?
1. Order Guides take the user directly to the checkout without prompting for
information
2. Order Guide provide a list of guidelines for Administrators on how to set
up item variables
3. Order Guides restrict the number of items in an order to only one item per
request
4. Order Guide provide the ability to order multiple, related items as one
request
Answer: Order Guide provide the ability to order multiple, related items as one request

139. Which of the following concepts are associated with the ServiceNow CMDB?
(Choose four.)
1. Service Processes
2. Tables and Fields
3. User Permissions
4. A Database
5. The Dependency View
Answer: Service Processes, Tables and Fields, A Database, The Dependency View

140. A REQ number in the Service Catalog represents.

1. The order number.
 2. The individual item in the order.
3. The stage.
4. The task to complete.
Answer: The order number.

141. How is the Event Log different from the Event Registry?
1. Event Log contains generated Events, the Event Registry is a table of
Event definitions
2. Event Log is formatted in the Log style, the Event Registry displays
different fields
3. Event Log lists Events that were triggered by integrations, the Event
Registry lists the Events that were triggered during the day (24-hour period)
4. Event Log is the same as the Event Registry
Answer: Event Log contains generated Events, the Event Registry is a table of Event
definitions

142. Which three Variable Types can be added to a Service Catalog Item?
1. True/False, Multiple Choice, and Ordered
2. True/False, Checkbox, and Number List
3. Number List, Single Line Text, and Reference
4. Multiple Choice, Select Box, and Checkbox
Answer: Multiple Choice, Select Box, and Checkbox

143. Which one of the following statements is a recommendation from ServiceNow

about Update Sets?
1. Avoid using the Default Update set as an Update Set for moving
customizations from instance to instance
2. Before moving customizations from instance to instance with Update Sets,
ensure that both instances are different versions
3. Use the Baseline Update Set to store the contents of items after they are
changed the first time
4. Once an Update Set is closed as "Complete", change it back to "In
Progress" until it is applied to another instance
Answer: Avoid using the Default Update set as an Update Set for moving
customizations from instance to instance

144. UI Policy can make fields read-only, mandatory, or hidden.

1. True
2. False
Answer: True

145. Record numbers have to be manually incremented

1. True
2. False
Answer: False
146. What is a Dictionary Override?
1. A Dictionary Override is an incoming customer update in an Update Set
which applies to the same objects as a newer local customer update
2. A Dictionary Override is the addition, modification, or removal of anything
that could have an effect on IT services
3. A Dictionary Override is a task within a workflow that requests an action
before the workflow can continue
4. A Dictionary Override sets field properties in extended tables
Answer: A Dictionary Override sets field properties in extended tables

147. What are the two aspects to LDAP Integration?

1. Data Population
2. Data formatting
3. Authorization
4. Authentication
Answer: Data Population and Authentication

148. What module in the Service Catalog application does an Administrator

access to begin creating a new item?
1. Maintain Categories
2. Maintain Items
3. Content Items
4. Items
Answer: Maintain Item

149. How is the Event Log different from the Event Registry?
1. Event Log contains generated Events, the Event Registry is a table of
Event definitions
2. Event Log is formatted in the Log style, the Event Registry displays
different fields
3. Event Log lists Events that were triggered by integrations, the Event
Registry lists the Events that were triggered during the day (24-hour period)
4. Event Log is the same as the Event Registry
Answer: Event Log contains generated Events, the Event Registry is a table of Event
definitions

150. Application menu has the details about the upgrades in the system.
1. Upgrades
2. Documentation
3. Upgrade History
Answer: Upgrade History

151. Who can access to schema maps, tables and column module?
1. ITIL User
 2. End User
3. Approver
4. Administrator
Answer: Administrator

152. When you have subject filled on email notification as well as on the
notification template, which one will appear on the sent email?
1. Both the subjects are concatenated
2. Subject from Email Notification
3. Subject from Template
4. Blank
Answer: Subject from Email Notification

153. Where can Admins check which release is running on an ServiceNow

instance?
1. Memory Stats module
2. Stats module
3. System.Upgraded table
4. Transactions log
Answer: Stats module

154. What is the name of the conversational bot platform that provides assistance
to help users obtain information, make decisions, and perform common tasks?
1. Answer Agent
2. live Feed
3. Virtual Agent
4. Connect Chat
Answer: Virtual Agent

155. What is the purpose of a Related List?

1. To create a one-to-many relationship
2. To dot-walk to a core table
3. To present related fields
4. To present related records
Answer: To present related records

156. Which one of the following statements describes the purpose of a Service
Catalog
workflow?
1. A Service Catalog workflow generates three basic components: item
variable types, tasks, and approvals
2. Although a Service Catalog workflow cannot send notifications, the
workflow drives complex fulfilment processes
3. A Service Catalog workflow is used to drive complex fulfilment processes
and sends notifications to defined users or groups
 4. A Service Catalog workflow generates three basic components: item
variable types, tasks, and notifications
Answer: A Service Catalog workflow is used to drive complex fulfilment processes and
sends notifications to defined users or groups

157. What is not captured in an update set?

Answer: The data which is entered by user is not captured. For examples: data entered
in incident, problem or in any other user form, modified CIs, data records, new data
records, users and groups data, Schedules and scheduled jobs etc.

158. What happens if two merged update sets are modifying the same object?
Answer: The newest one takes precedence

159. What's in the data dictionary table?

Answer: It defines every table and field in the system. It contains information about a
field's data type, character limit, default value, dependency and other attributes

160. ServiceNow is a single-instance, multiple tenant architecture?

1. True
2. False
Answer: False
101. Name of the string that displays the filter criteria.
Answer: Breadcrumbs.

102. What role is used for adding or removing fields from the list?
Answer: Personalize_list.

103. Incident number is already prefixed with INCT. Can it be changed to INC
using which option below?
Answer: Number maintenance.

104. What happens when a match is found using the coalesce field?
Answer: The existing record will be updated with the information being imported

105. What are the two most commonly used core tables?
Answer: Task [task] and Configuration item [cmdb_ci]

106. If several update sets have modified the same object, like a form, which
change will be the one moved to the new, merged update set?
Answer: The most recent one

107. Which is true about ACL?

Answer: ACL rule should pass column level and Should pass row level

108. What is the table ACL rule execution order?

Answer: table name, parent table name, match any table name (wild card)

109. Where can we write ACL?

Answer: Column, Row, Table

110. Which is correct way of migrating updates sets?

Answer: Check update set is completed, Retrieve, Preview, Commit.

111. What search Engine ServiceNow using

Answer: Zing

112. Can roles contain other roles?

Answer: Yes, a role may contain other roles and any access granted to one role is
automatically granted to any role that contains it.

113. What data records are captured in an update set?

Answer: Data is not captured in an update set.

114. To generate task-based records through service request which is the correct
option below?
Answer: Record producer.

115. What is the purpose of mapping assist?

Answer: Mapping done at field level

116. What are the main areas of User interface?

Answer: App Navigator, Banner, Content Frame
117. Is sla applicable only for task tables?
Answer: Yes

118. Steps for loading data through transform map

Answer: Load data -> Create transform map -> Run transform

119. How do you create CI relationships?

Answer: Using CI Relationship Editor

120. What are some authentication methods?

Answer: Local database, LDAP, Multifactor, SAML 2.0, OAuth 2.0, Digest Token, SSO

121. What are the major components of the Service Catalog?

Answer: Items, Record Producers, Variables, Variable Sets, Workflows

122. What three ways can ACL’s be defined?

Answer: Roles, conditional expressions, and scripts

123. When should you coalesce fields on an import?

Answer: Before data transform

124. What is an SLA?

Answer: A record which defines a set amount of time for a task to reach a certain
condition.

125. What are metrics used for?

Answer: Used to measure and evaluate the effectiveness of IT service management
processes)

126. What kinds of fields are typically on a form?

Answer: String, choice, true/false, reference

127. What categories are in the Settings Menu?

Answer: General, Theme, Notifications, Lists, Forms and Developer

128. Variables are global by default?

Answer: False

129. What are the four knowledge workflows available in the ServiceNow base
instance?
1. Instant Publish: Immediately publishes a draft article without requiring an
approval
2. Instant Retire: Immediately retires a published article without requiring an
approval
3. Approval publish: Request approval from a manager of the knowledge
base before moving the article it the publish state
4. Retire Knowledge: Moves a knowledge article to the retired state.
Answer: Approval publish: Request approval from a manager of the knowledge base
before moving the

130. What is a characteristic of importing data into ServiceNow?

 1. An existing Transform Map can be used one time on the same import set
2. An existing Transform Map can be used multiple times on the same import
set
3. Coalesce fields are used only after running Transform
4. Any user can manage and set up import sets
Answer: An existing Transform Map can be used multiple times on the same import set
69. Which is not Related to UI Action?
1. Form Button
2. Form Link
3. Search
4. List Link
Answer: Search

70. What application is available to all users?

1. Change
2. Incident
3. Facilities
4. Self-Service
Answer: Self-Service

71. After high security plugin is activated, a ‘security_admin’ privilege

is created. What is an elevated privilege?
1. Elevated privilege is used to promote extension tables
2. Used to enable the ITIL role to have an Admin type access
3. A role that has special permissions for the duration of the log in session
4. Users with the Admin role
Answer: A role that has special permissions for the duration of the log in session

72. In an SLA definition, which one of the following is a condition that will trigger
an SLA?
1. Begin Condition, Stop Condition, and Pause Condition
2. Start Condition, Stop Condition and Reset Condition
3. Start Condition, End Condition and Pause Condition
4. Start Condition, Stop Condition and Pause Condition
Answer: Start Condition, Stop Condition and Reset Condition

73. Multiple Choice, Single Line Texts and Select Box are what type of elements in
Service Now?
1. Order Guides
2. Request Types
3. Variable Types
4. Related Lists
Answer: Variable Types

74. By default in ServiceNow, (Select Multiple)

1. Changes made to data
2. Changes made to a form
3. Changes made to a schedule
4. Changes made to a homepage
Answer: Changes made to a form; changes made to a homepage
75. What is a Transform Map in ServiceNow?
1. A map that is used to store the history of the incident records
2. A map used to add data to encrypted fields
3. A map used to trigger Business rules before the data is queued in the
outbound Web Service
4. A map to determine relationships between fields displaying an import set
to fields in an existing table
Answer: A map to determine relationships between fields displaying an import set to
fields in an existing table

76. How are users related to roles or groups?

1. 1 to many relationships
2. Many to 1 relationship
3. 1 to 1 relationship
4. Many to many relationship
Answer: 1 To many relationship

77. Which table stores roles?

1. user_role
2. sys_user_role
3. imp_user
4. sys_role
Answer: sys_user_role

78. Assign Role, Manager, Incidents, Problems and Change? (Select Multiple)
1. ITIL/Fulfiller
2. System Administrator
3. Approver
4. ESS User/End User
Answer: ITIL/Fulfiller, System Administrator

79. Out of the below listed applications, which will not run natively on
smartphones?
1. Workflow
2. User Administration
3. Self-Service
4. Service Catalogue
Answer: User Administration

80. What are the steps in SLA?

1. Start, Pause, Stop
2. Start, Hold, Stop
3. Start, Pause, Stop, End
 4. Start, Hold, Stop, End
Answer: Start, Pause, Stop, End

81. Gauge is added to:

1. User Profile
2. Change
Request
3. Home Page
4. Favorites
Answer: Home Page

82. Which of the following is not a valid field type (for Incident Table)?
1. Currency
2. Long String
3. Suggestion
Answer: Long String

83. Catalog Variables can be arranged on a catalog item by setting the appropriate
value of field ‘Order’
1. True
2. False
Answer: True

84. If prefix of incident needs to be changed, where can one refer?

1. System Definition->Number Maintenance
2. Right click on Incident Number->Personalize Dictionary
3. Both A. & B.
4. None
Answer: System Definition->Number Maintenance

85. The order field in Service Catalog displays the catalog item in the ascending
order of this value.
1. True
2. False
Answer: True

86. In which of the following requirements we cannot ‘Scheduled Jobs’?

1. To update the old records
2. To check the conditions every day at specific time
3. For form validation at client side every day
4. To send an email notification on demand of user wish
Answer: For form validation at client side every day
87. What is an SSO?
1. Sign-On Single
2. Single Sign-On
3. Sign Single-On
4. None of the Above
Answer: Single Sign-On

88. If several update sets have modified the same object, like a form, which
change will be the one moved to the new, merged update set?
Answer: The most recent one

89. What are exempt in upgrades?

Answer: Customizations

90. UI Policies run on which side?

Answer: Client Side

91. A UI action with an order number of 110 will display after a UI action with an
order number of 120?
1. True
2. False
Answer: False

92. What are the Workflow States?

Answers: Checkout, Published

93. How are events triggered?

Answer: Event are triggered through user actions, scripts, business rules and
workflows.

94. A table that is not extending another table but is itself extended is called
what?
Answer: Base Table

95. If user personalize the list, then who does it affect?

Answer: It will only affect the user who personalized it.

96. What is displayed in left side filter navigator?

Answer: Applications and Modules

97. When submit button appears on the form?

Answer: New Record

98. What are the main areas of User interface?

Answer: App Navigator, Banner, Content Frame.
99. What is recorded in the activity stream?
Answer: Record history/ updates of users.
100. What are key cmdb tables?
Answer: Cmdb_ci, cmdb_rel_ci
34. What is the purpose of the import set table?
1. Used to import user’s data only
2. It acts as a staging area for records imported
3. A new application in ServiceNow
Answer: It acts as a staging area for records imported

35. What purpose the record producer be used for?

1. Workflow based things request emergency change, wizards, etc
2. Virtual representation of activities consisting of connected steps planned
out in a sequential manner
3. Valuing, depreciating, determining, cost allocation strategy
4. Memory, response time & available semaphores
Answer: Workflow based things request emergency change, wizards, etc

36. How are users and groups related?

1. Many to Many
2. One to one
3. One to Many
4. All to All
Answer: Many to Many

37. What is a schema map?

1. It's JavaScript configured to run when a record is displayed, inserted,
updated, deleted, or when a table is queried
2. It's a gear icon located in top left-hand side every list. It allows you to add
columns (via slush bucket) to the current list you are on
3. Graphical representation that shows the referenced, referencing,
extended, and extending tables
4. None of the above
Answer: Graphical representation that shows the referenced, referencing, extended,
and extending tables

38. To access knowledge articles without login, the knowledge article must be?
1. Set to public
2. Set to review
3. Set to Private
4. Set to retire
Answer: Set to public

39. What can you do with a service catalog item once it's built?
1. Publish it in the service catalog
2. Group in an order guide
3. Show users questions and choices
4. All of the above
Answer: Publish it in the service catalog

40. Which of the following is not a field?

1. Duration
2. Split
3. Script
4. Suggestion
Answer: Split

41. Where would you go to see if an admin impersonated another user?

1. Tables
2. Base Class
3. System Log
4. User Administration
Answer: System Log

42. Multiple Choice, Single Line Text, and Select Box are what type of elements in
ServiceNow?
1. Order Guides
2. Request Types
3. Variable Types
4. Related Lists
Answer: Variable Types

43. What is the language used for scripting in ServiceNow?

1. Java
2. AngularJS
3. JavaScript
4. Jelly
Answer: JavaScript

44. Regarding update sets, Customer updates/payload is stored in _ table?

1. update_set
2. sys_update_xml
3. sys_customer_update
Answer: sys_update_xml

45. Can be used to join two tables.

1. Link Tables
2. Database Views
3. Views
Answer: Database Views
46. What is a Service Now event?
1. Business rules, client scripts, fields, forms and form sections, reports,
tables, views and workflows
2. Create a new table and fill out he extend table field
3. It is an indication to the ServiceNow processes that something notable has
occurred, e.g., approving a request, workflow, etc.
4. Semaphores, which control the number of user transactions that can be
run in parallel. It makes sure there aren't too many things running at once.
Answer: It is an indication to the ServiceNow processes that something notable has
occurred, e.g., approving a request, workflow, etc.

47. onCellEdit() client script is executed when?

1. Any field is modified
2. A particular field is modified on Form
3. A particular field is modified on List
Answer: A particular field is modified on List

48. How do you get to the categories on an incident and other table?
1. Go to system definition > choice list
2. In the task SLA form
3. Base Class
4. Go to social it > feed administration > messages
Answer: Go to system definition > choice list

49. At which location are the records saved?

1. Form
2. List
3. Table
4. All the Above
Answer: Table

50. How are referenced fields identified in ServiceNow?

1. From Base Class
2. From Blue Book
3. From Reference lookup Icon
4. None of the above
Answer: From Reference lookup Icon

51. Which of the following belongs to Service Catalog? (Select all that Apply)
1. Catalog Items
2. Record Producers
3. Variables
 4. Change tasks
Answer: Catalog Items Record Producers Variables

52. Who does a condition builder format looks like?

1. None
2. Field > Operator > Value
3. Field > Condition > Operator
4. Field > Operator > Name
Answer: Field > Operator > Value

53. What are the ways you can bring users into your ServiceNow instance?
1. SSO
2. LDAP
3. Manual Import
4. All of the above
Answer: All of the above

54. How do you change the sort sequence of fields or tasks?

1. Modify the order field
2. Arrange in Alphabetical Order
3. Modify Field Types
4. Variable Set
Answer: Modify the order field

55. Which one of the following is a definition for transform maps in ServiceNow?
1. A map that is used to store the history of the incident records
2. A map used to add data to encrypted fields
3. A map used to trigger Business Rules before the data is queued in the
outbound Web Service
4. A map to determine relationships between fields displaying in an Import
Set to fields in an existing table
Answer: A map to determine relationships between fields displaying in an Import Set to
fields in an existing table

56. A knowledge article must be which of the following states to display to a user?
1. Published
2. Drafted
3. Retired
4. Reviewed
Answer: Published

57. Which term best describes something that is created, has worked performed
upon it, and is eventually moved to a state of closed?
1. Report
 2. workflow
3. event
4. task
Answer: task

58. Which are valid Service Now User Authentication Methods? (Select Multiple)
1. XML feed
2. Local database
3. LDAP
4. SSO
5. FTP authentication
Answer: Local database, LDAP and SSO

59. Access Control rules may be defined with which of the following permission
requirements? (Select Multiple)
1. Roles
2. Conditional Expressions
3. Assignment Rules
4. Scripts
5. User Criteria
6. Groups
Answer: Roles, Conditional Expressions, Scripts

60. What is not related to Workflow?

1. Transitions
2. Versions
3. Activities
4. Categories
Answer: Categories

61. What is not part of Workflow Editor User Interface?

1. Canvas
2. Palette
3. Activity Tab
4. Title bar
Answer: Activity Tab

62. SLAs will run only on task extended tables?

1. True
2. False
Answer: True

63. Knowledge Articles can be sorted by the following?

 Relevancy
  Most recent update
 Number of views
 All of the above
Answer: All of the above

64. Which one of the following are associated with the CMDB? (Select Multiple)
1. Database
2. Table and fields
3. Dependency views
4. Service Processes
5. User Permissions
Answer: Database, Dependency views, Service Processes

65. Views is only for lists to personalize list layout and columns
1. False
2. True
Answer: False

66. What can be used to automatically populate fields in a form?

1. Assignment Rules
2. Formatters
3. Reference Qualifiers
4. Template
Answer: Template

67. What triggers and event? (Select Multiple)

1. Business Rules
2. Client Script
3. UI Page
4. Workflow
Answer: Business Rule, Workflow

68. UAT, Development, Review, QA and Test are user perspective of ServiceNow
production instance
1. True
2. False

Answer: False
ServiceNow CSA Exam Preparation Dump Q&A (1-
33):

1. Which application menu is used in capturing and moving changes

from one instance to other?
1. Update Set
2. Import Set
3. Change
4. None
Answer: Update Set

2. Which type of interface enables you to display multiple

performance analytics, reporting and other widgets on a single
screen?
1. Form
2. List
3. Dashboard
4. Timeline
Answer: Dashboard

3. What do requesters see when they go to the service catalog?

1. Homepage
2. Record
3. Self-service items
4. News
Answer: Self-service items

4. User passwords are also brought to the ServiceNow system with

LDAP connection.
1. True
2. False
Answer: False

5. What does the banner frame contain?

 1. Logo and global navigation control
2. Task [task] and configuration item
3. Self-service items
4. It is one set of table fields
Answer: Logo and global navigation control

6. All workflows absolutely must have a beginning and an end.

1. True
2. False
Answer: True

7. What are possible import sources? (Select all that Apply)

1. HTTP
2. CSV
3. EXCEL
4. JDBC
5. NETWORK
6. SFTP
Answer: HTTP CSV EXCEL JDBC SFTP

8. Base table for storing SLA records is?

1. task_sla
2. contract_sla
3. sla
4. sla_definition
Answer: task_sla

9. Which of the following are captured in update set (Select all that
Apply)
1. Group Creation
2. Incident Creation
3. Field Creation
4. Table Creation
Answer: Field Creation Table Creation
10. How do you deactivate an application?
1. System diagnostics > upgrade history
2. System applications > applications > Open the app record and
uncheck the active check box
3. The existing record will be updated with the new information
4. Click on the pencil icon next to the Application name in the
Application Navigator and Uncheck Active
Answer: Click on the pencil icon next to the Application name in the
Application Navigator and Uncheck Active

11. Basic Knowledge publishing workflow stages are?

1. Start > Process > End
2. Created > Reviewed >Deployed
3. Draft > Review > Published > Retire
4. None
Answer: Draft > Review > Published > Retire

12. What tables can't be deleted?

1. Semaphores control the number of user transactions that can
be run in parallel. It makes sure there aren't too many things running
at once
2. Approvals, conditions, notifications, tasks, timers, utilities
3. To automate a sequence of activities
4. Base tables, e.g., task, cmdb_ci
Answer: Base tables, e.g., task, cmdb_ci

13. Select Correct statements (Select all that Apply)

1. Metric is used to measure and evaluate the effectiveness of
ITSM process
2. Metric can gather data as the data is updated
3. Metric measures data over time to show past history
4. Metric definition provides a declarative way of defining metrics
and once defined, the data for the metric is gathered and
occurrences of the metric are calculated and stored
Answer: All the above
14. What are the ways to Create CMDB data? (Select all that Apply)
1. Import Set
2. Discovery
3. Manual
4. Help the Help Desk
Answer: Import Set Discovery Manual Help the Help Desk

15. How to manage record numbering (like INC0000777)

1. None
2. System Definition > Number maintenance
3. Number field > Number
4. System Definition > Numbers
Answer: System Definition > Number maintenance

16. When a workflow is checked out, who do the changes apply to?
Answer: The user who checked out the workflow

17. What are metrics used for?

Answer: Metrices are used to measure and evaluate the effectiveness of
IT service management processes

18. How do you create CI relationships?

Answer: Using CI Relationship editor

19. What is related to High Security Plugin in ServiceNow?

1. Impersonation feature
2. security_admin role for elevated privilege
3. ACL
Answer: security_admin role for elevated privilege

20. Most customizations of system behavior is done using UI policies.

1. True
2. False
Answer: False
21. Banner Color can be personalized from?
1. Not Possible
2. Themes section
3. Navigation Pane
4. Developer Section
Answer: Themes section

22. What do you have to do to edit a workflow?

1. Assign roles to groups
2. You need to check it out, to prevent errors
3. With a reference lookup Icon, think of the caller field, you can
look the up
4. Create a new table or edit an existing table, create a new
application or browse existing application, delete all records from a
table
Answer: You need to check it out, to prevent errors

23. What is the search engine used while doing the global search in
ServiceNow?
1. Zing
2. Zenn
3. Google Search
4. TRX
Answer: Zing

24. ServiceNow automatically provides numbers for which tables?

1. Incident, Problem
2. Incident, Change, Knowledge
3. Incident, Problem, Request
4. All of the above
Answer: All of the above

25. If we make the short description field on incident table as

mandatory at the dictionary level?
1. Nothing happens
 2. Short description will be mandated on incident table
only
3. Short description will be mandated on all the tables which are
extending task table
Answer: Short description will be mandated on all the tables which are
extending task table

26. What is a Workflow?

1. Can manage all form and list Changes
2. It's a virtual representation of activities consisting of connected
steps planned out in a sequential manner
3. It’s a static representation of activities of connected steps
planned out in a chronological manner, which cannot be change or
modified
4. None of the above
Answer: None of the above

27. Agreement between departments to meet service level

requirements is?
1. None
2. SLA
3. OLA
4. UC
Answer: OLA

28. What are the major workflow activities?

1. Approvals, Conditions, Notifications
2. Approval conditions, Notification, Tasks
3. Approvals, Conditions, Notifications, Tasks, Timers, Utilities
4. None of the above
Answer: Approvals, Conditions, Notifications, Tasks, Timers, Utilities

29. Which term best describes something that is created, has worked
performed upon it, and is eventually moved to a state of closed?
1. Report
2. Workflow
 3. Event
4. Task
Answer: Task

30. Which of the following statement describes the purpose of an

Order Guide?
1. Order Guides restrict the number of items in an order to only
one item per request
2. Order Guide provide a list of guidelines for Administrators on
how to set up item variables
3. Order Guide provide the ability to order multiple, related items
as one request
4. Order Guides take the user directly to the checkout without
prompting for information
Answer: Order Guide provide the ability to order multiple, related items as
one request

31. Which one of the following statements describes the contents of

the Configuration Management Database (CMDB)?
1. The CMDB contains data about tangible and intangible
business assets
2. The CMDB contains the Business Rules that direct the
intangible, configurable assets used by a company
3. The CMDB archives all Service Management PaaS equipment
metadata and usage statistics
4. The CMDB contains ITIL process data pertaining to
configuration items
Answer: The CMDB contains data about tangible and intangible business
assets

32. Which would NOT appear in the History section of the Application
Navigator?
1. Records
2. UI Pages
3. Lists
4. Forms
Answer: UI Pages
33. What does the attachment functionality in a kb article do?
1. It will take you to a blank incident form
2. Read only data that is not editable on this form
3. It provides a choice of adding documents as attachments
4. Allow you to attach any other existing record in ServiceNow
Answer: It provides a choice of adding documents as attachments