Additional Actions > Configure > Form Layout

Additional Actions > Form Design > Configure

Additional Actions > Configure > Form Design

To configure the Platform Form Layout and view, click the Additional actions button

Via Record Producer for Problems or Changes

What are typical ways to create an Incident?

Inbound email action checks the email for a watermark. If a watermark is there, it creates a new Incident by default

If a watermark is there, the inbound email action associates it with a task and checks for other conditions. If conditions are checked, the task gets updated according to the script

There are 3 types of actions: Email reply, Record action (setting a value of a field in the target table), Task delete

Email reply sends an email back to the source that triggered the action

Inbound email actions allow user outside of the system to create or change records on the platform. What of the following statements is true?

After a Catalog Item is added to the card, a Catalog Task is created at the same time to deliver the requested Item

After placing an order, the Request Management Approval Process starts on Request level

Each Catalog Item has its own approval and fulfillment workflow

One Request can have multiple Requested Items. Each Requested Item has its own fulfill and deliver tasks

Catalog Tasks can belong to multiple Requested Items, while a Requested Item can only belong to one Request

How are Service Catalog and Request Management intertwined?

Urgency is defined by Impact and Priority

What is true about Priority Lookup Rules?

System Policy > Actions > Inbound Actions

Incident > Incident Properties > Inbound Email Actions

Where can you define Incident inbount Actions?

What are valid group types in the base instance? 

It is best practice to under-do notifications, since users are overwhelmed if they receive too many notifications

Notifications should only be sent via Email

Out of the Box for each change of the Incident State, a Notification get sent to the Caller of the Incident

You are in a workshop with the client discussing notifications. The client asks for advice on how to best set up notifications. What recommendations would you give for best practices?

The incoming email must be from a verified domain.

The incoming email type matches the inbound action type.

The watermark or record number matches a record on the target table.

The inbound action Conditions evaluate to true.

All emails received by ServiceNow trigger an Inbound Email Action.

Which conditions must be met for an Inbound Email Action to execute in ServiceNow?

'Insert and Stay' creates a new record and keeps the form open, while 'Insert' creates a new record and closes the form.

'Insert and Stay' updates an existing record and keeps the form open, while 'Insert' updates an existing record and closes the form.

'Insert and Stay' creates a new record and closes the form, while 'Insert' creates a new record and keeps the form open.

Both 'Insert and Stay' and 'Insert' operations update an existing record, but 'Insert and Stay' keeps the form open.

In ServiceNow, what is the difference between 'Insert and Stay' and 'Insert' operations when managing records?

SLAs, Order Guides, and Knowledge Articles

Catalog Items, Record Producers, and Order Guides

Workflows, Change Requests, and Catalog Tasks

Asset Management, Request Fulfillment, and Incident Management

Identify the components commonly found in a ServiceNow Service Catalog:

If the coalesce fields find a match, the current record is modified with the imported data.

If the coalesce fields find a match, the existing record is deleted.

If no match is found using the coalesce fields, the import is stopped

If no match is found using the coalesce fields, the existing record is updated with the new information.

What is the result of using coalescing fields during an import in ServiceNow?

Which of the following is used to automate repetitive tasks and ensure consistency in ServiceNow?

In ServiceNow, what feature allows users to save shortcuts to frequently used applications and modules for easy access?

User menu > Preferences > Notifications > Toggle Allow Notifications

User menu > Settings > Notifications > Toggle Notification Preferences

User menu > Preferences > Email > Enable/Disable Notifications

User menu > Notifications > Preferences > Toggle Allow Notifications

What is the correct navigation path to enable or disable notifications for a user in ServiceNow?

Actions can be added to flows to automate Now Platform features without writing code.

Core actions like Create Record require familiarity with Now Platform tables and fields.

Actions in Flow Designer are used primarily for defining user roles and permissions

Application-specific actions can be created to pre-set configuration details and ensure consistency

Which of the following statements is NOT true about actions in ServiceNow's Flow Designer?

To define the physical properties of a CI and help with inventory management

To group CIs that share common attributes and store them in their own class tables, facilitating the definition of a class hierarchy within the CMDB

To track the financial information of a CI and assist with asset management

To create and manage relationships between CIs to enable incident troubleshooting

What is the primary purpose of CMDB classifications, and how do they help administrators manage Configuration Items (CIs)?

The cmdb_ci_server table inherits all attributes from the cmdb_ci table

The cmdb_ci_server table does not define any new attributes and only inherits attributes from the cmdb_ci table

The cmdb_ci table is a child table of cmdb_ci_server.

The cmdb_ci_server table can define new attributes specific to servers in addition to the inherited attributes.

The cmdb_ci table and cmdb_ci_server table are unrelated and do not share any attributes.

In the ServiceNow CMDB (Configuration Management Database), the cmdb_ci table acts as the base class for all configuration items. The cmdb_ci_server table is a child of the cmdb_ci table. Which of the following statements are true about cmdb_ci_server and its relationship with the cmdb_ci table? 

CSDM provides a standardized set of definitions and directions for CMDB modeling

CSDM does not integrate business and technical perspectives, focusing solely on technical data

CSDM ensures that teams continue to think in silos and manage data independently.

CSDM aligns IT and business strategies by providing transparency across various domains

 Implementing CSDM increases the complexity of CMDB management without tangible benefits

Many organizations struggle with their CMDB (Configuration Management Database) due to issues such as inaccurate data, incorrect imports, lack of trust in the data, and a lack of standardization. How does integrating the Common Service Data Model (CSDM) help address these issues? 

The CMDB is primarily focused on providing a standardized way of organizing IT service components

The CMDB acts as a centralized repository of information about an organization's IT infrastructure and its relationships

The CSDM is a centralized repository of information about an organization's IT infrastructure

The CSDM provides a pre-built data model with standardized tables and fields for organizing IT services and their components

The CSDM focuses on storing information about configuration items (CIs) that make up an IT environment

In the ServiceNow platform, both the Configuration Management Database (CMDB) and the Common Service Data Model (CSDM) are essential components. What are the primary purposes of the CMDB and CSDM, and how do they differ?

The CSDM provides a standardized way of organizing and storing information about IT services and their components

The CSDM is a code package that can be installed to fix past issues with the CMDB automatically.

The CSDM serves as a process implementation guide rather than a final solution.

The CSDM replaces the need for a Configuration Management Database (CMDB)

The CSDM includes a set of predefined tables and fields to model different IT service components

The CSDM includes a process and implementation guide for ITSM

Which statements accurately describe the Common Service Data Model (CSDM) in ServiceNow? 

The Common Service Data Model (CSDM) 4.0 introduces several key domains to organize and manage IT services efficiently. Match each domain with its correct description. 

The IT service request catalog includes all services managed by IT, whereas the IT service portfolio only includes services that are in development.

The IT service request catalog includes live or available services that users can request, whereas the IT service portfolio includes all services managed by IT, including those in development, available for deployment, and retired.

The IT service request catalog includes retired services, whereas the IT service portfolio includes only active services

The IT service request catalog and the IT service portfolio are the same and include all services provided by IT

Which of the following statements best describes the difference between an IT service request catalog and an IT service portfolio?

What are the categories of reports available in ServiceNow?

Which tab in the ServiceNow Report Designer is used to configure data sources for the report?

Which report distribution option in Report Designer is not valid?

All > Reports > View/Run > Select sharing icon > Select Add to dashboard > Select the dashboard and tab

All > Reports > View/Run > Select export icon > Select Export to PDF > Select the dashboard and tab

All > Reports > View/Run > Select edit icon > Select Edit report > Select the dashboard and tab

All > Reports > View/Run > Select publish icon > Select Publish > Select the dashboard and tab

What are the steps to add a report to a dashboard in ServiceNow?

Me, Everyone, Private; allows tags to be visible only to the owner

Me, Groups and Users, Public; allows tags to be visible to everyone

Me, Groups and Users, Everyone; allows tags to be visible to the owner and specific groups or users

Private, Shared, Public; allows tags to be visible to specific groups or users

What are the sharing levels available for tags in ServiceNow, and what does the "Groups and Users" level allow?

Reports display data trends over time, while Performance Analytics shows the current state of platform data

Reports display the current state of platform data, while Performance Analytics provides information about performance iteratively over time.

Reports are used for exporting data, while Performance Analytics is used for importing data

Reports can only be shared privately, while Performance Analytics can be shared globally

What is the primary difference between reports and Performance Analytics in ServiceNow?

Generating historical trends by taking regular snapshots

Tracking performance against defined targets

Alerting when performance thresholds are met

Automatically correcting data anomalies in reports

Which of the following capabilities is NOT a feature of Performance Analytics in ServiceNow?

Homepages offer more features than responsive dashboards.

Responsive dashboards cannot be shared with colleagues.

Non-responsive dashboards are still available in the Utah release

Responsive dashboards allow you to determine the size of individual elements and create multiple tabs.

Which statement about responsive dashboards in ServiceNow is correct?

Requires custom scripting for all workflow automation.

Automates repetitive tasks to improve efficiency and user experience.

Describes workflows in natural language to help non-technical users understand

Reduces development costs by providing a library of reusable actions.

Which of the following is NOT a benefit of using Flow Designer in ServiceNow?

By editing the user profile directly to include or exclude specific items and categories.

By navigating to the Available For or Not Available For related lists in the item or category record and adding the user criteria.

By modifying the user's role to include or exclude access to items and categories.

By creating a new table specifically for access control and manually adding users to it.

How do you apply user criteria to restrict access to catalog items and categories in ServiceNow?

Tables contain fields, which contain records

Records contain tables, which contain fields

Fields contain records, which contain tables

Tables contain records, which contain fields

How are tables, records, and fields related in ServiceNow's database structure?

To define tables and fields in the database

What is the role of the System Dictionary in ServiceNow?

Tables can extend other tables, creating parent and child tables

Tables can only contain one type of record

Tables do not store any data directly, they are just a blueprint

Which of the following statements is true about ServiceNow tables?

Which attribute of a field in ServiceNow is used by the system to uniquely identify the field?

 It is the actual data entered into the field.

It is a system-friendly unique term for the field.

It is a user-friendly term to identify the field in the user interface.

It is used to store metadata about the field.

Which of the following best describes a field label in ServiceNow?

Which of the following report types are included in the ServiceNow base instance?

Leverage reporting visibility and available report types

Use multi-level filters, filter operators, and sort order to refine reports

Automatically generate custom reports without user input

Create unrelated tables within the reports

What are the benefits of using the ServiceNow Report Designer?

Make major changes to the report structure

Start with a report that already has the basic information

Learn which tables are relevant to the work

Helps you learn different uses for various report types

Leverage ITIL best practices by using KPIs

Create reports without any pre-existing data

What are the advantages of modifying an existing report in ServiceNow?

To customize instances and applications using JavaScript

What is the primary purpose of scripting in ServiceNow?

Where does a server-side script execute in ServiceNow?

Improved user experience by reducing wait times

What is the advantage of minimizing client-to-server round-trips in ServiceNow?

To dynamically change form information or behavior

To manage the user experience and data integrity

What is the primary purpose of a User Interface (UI) Policy in ServiceNow?

How can you apply a UI Policy to all views in ServiceNow?

The field must have a value before the record can be saved

What happens when a field is set to 'mandatory' using a UI Policy in ServiceNow?

A Data Policy sets fields as mandatory and read-only to ensure data consistency.

A Data Policy manages the visibility of fields on a form.

A Data Policy applies only to data entered through a standard browser.

A Data Policy is primarily used for security purposes.

A Data Policy executes on the client side only.

A Data Policy can be opted out for Web Services and Import Sets.

Which of the following statements best describes the function of a Data Policy in ServiceNow?

Data Policies are applied only to data entered via forms, while UI Policies can be used for any data.

UI Policies only affect data entered on a form through a standard browser, whereas Data Policies can apply to data from forms, Import Sets, or Web Services.

UI Policies set fields as mandatory and read-only, whereas Data Policies control field visibility.

Data Policies execute only on the client side, while UI Policies execute on the server side.

UI Policies can be opted out for Web Services and Import Sets, but Data Policies cannot.

How do Data Policies and UI Policies differ in their application within ServiceNow?

To standardize the same data across ServiceNow applications.

To enhance the security of the data stored in the database.

To control the visibility of fields on a form.

To allow users to update read-only fields.

To provide an additional layer of access control for Web Services.

What is the primary purpose of defining a Data Policy in ServiceNow?

A UI Action is used to control user permissions.

A UI Action manages the overall layout of the ServiceNow interface.

A UI Action is used to define new workflows.

A UI Action can add buttons, links, and context menu items on forms and lists.

A UI Action only executes on the server side.

Which of the following statements accurately describes a UI Action in ServiceNow?

Form buttons, form links, and list buttons

What elements can be included as part of UI Actions in ServiceNow?

233ServiceNow CSA Exam Example Questions

Question Manager