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1. What would you do, on a list, if you wanted to show a. On list Context Menu,
records in groups, based on the column category? select Group By > Catego-
a. On list Context Menu, select Group By > Category ry
b. On the Filter Menu, select Group By > Category e. On the Category column
c. Click Group On icon, select Category table, click Context menu >
d. On Navigator Filter, type tablename.group.category Group By Category
and press enter.
e. On the Category column table, click Context menu
> Group By Category

2. When importing spreadsheet data into ServiceNow, in a. Run Transform

which step does the data get written to the receiving
table?
a. Run Transform
b. Run Import
c. Import Dataset
d. Execute Transform
e. Schedule Transform

3. What are the steps for applying an update set to an a. Retrieve, Preview, Com-
instance? mit
a. Retrieve, Preview, Commit
b. Specify, Transform, Apply
c. Retrieve, Assess, Apply
d. Get, Test, Push
e. Pull, Review, Push

4. A department manager asks an analyst to build some d. Reports > Create New
reports. Where do you recommend the analyst start?
a. Report Dashboard > Create New
b. Reports > Getting Started

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c. Performance Analytics > Reports

d. Reports > Create New

5. If a knowledge base has no access details specified c. Any active user

what users are able to read articles in that knowledge
base?
a. itil user
b. Any user with an article's permalink
c. Any active user
d. No users
e. Users with kb_user role

6. Which application is used primarily to load data into b. System Import Sets
ServiceNow
a. Import Hub
b. System Import Sets
c. Data Import Configure
d. Import Management

7. On what part of the ServiceNow instance would you d. Banner

find the option to Impersonate User?
a. Module
b. Content Frame
c. Application
d. Banner

8. What is the best practice related to using the Default c. You should not use
Update Set for moving customizations between in- the Default Update sets
stances? for moving between in-
a. Merge Default update sets before moving between stances
instances
b. Submit Default update set to application repository
c. You should not use the Default Update sets for
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moving between instances

d. Keep Default update set to maximum of 20 records,
for troubleshooting purposes.

9. What are the three key tables in an enterprise CMBD? a. cmdb

a. cmdb c. cmdb_rel_ci
b. sn_cmdb_bak f. cmdb_ci
c. cmdb_rel_ci
d. sn_cmdb
e. cmdb_bak
f. cmdb_ci
g. sn_cmdb_ci

10. What is used to determine user access to knowledge d. User Criteria

bases or a knowledge article?
a. sn_kb_read sn_article_read
b. Privacy Settings
c. Read Access Flag
d. User Criteria

11. What are the main components of the Form Design b. Page Header
Interface? (Choose 3) c. Field Navigator
a. Field Layout e. Form Layout
b. Page Header
c. Field Navigator
d. Field Picker
e. Form Layout

12. Which tab on the knowledge base record, would you d. Can Read
use to identify the sets of users who are able to read
articles in that knowledge base?
a. Access List
b. Can Access
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c. Accessible to
d. Can Read

13. What are examples of Core tables in the ServiceNow c. User, Task, Incident
platform?
a. Configuration, Connect, Chat
b. Team, Party, Awards
c. User, Task, Incident
d. Work, Caller, Time

14. Which tool graphically displays an infrastructure view b. Dependency View

for a configuration item (CI) and its relationship with
other CIs?
a. Schema Map
b. Dependency View
c. Dependency Map
d. Database View

15. What is the result of the order in which access controls d. Ensures user has access
are evaluated? to a table, before evaluat-
a. Ensures user has access to the fields in a table, ing access to a field in the
before considering their access to the table table
b. Ensures user can get to work as quickly as possible
c. Ensure user has access to the application, before
evaluating access to a module within the application
d. Ensures user has access to a table, before evaluat-
ing access to a field in the table

16. You are asked to create an option in the Service Cat- a. Create Record Producer
alog, which will allow a user to click Get Help and de-
scribe the issue they are having. These formats should
create incident records, which are automatically rout-
ed to the Service Desk. Which method would you use?
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a. Create Record Producer

b. Create Catalog Item
c. Create Order Guide
d. Create Content Item

17. Which field or fields is used as a unique key during b. Coalesce fields
imports?
a. Match fields
b. Coalesce fields
c. Key fields
d. Sys IDs

18. What attributes can you manage using System Prop- a. Browser tab title
erties > Basic Configuration UI16? 5 b. Module text color
a. Browser tab title d. Base theme
b. Module text color g. Header background
c. Preferred browser color
d. Base theme h. Banner Image
e. Font style
f. Animation style
g. Header background color
h. Banner Image

19. What ServiceNow feature allows you to include data b. Dot Walking
from a secondary related table on a report
a. SQL
b. Dot Walking
c. Outer Join
d. Joins

20. What are benefits of assigning work tasks to a group a. Group members can
rather than to an individual? Choose 4 choose their tasks from
a. Group members can choose their tasks from My My Groups Work
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Groups Work b. Groups can assign tasks

b. Groups can assign tasks to users based on on-call to users based on on-call
schedules schedules
c. Site support members can pick tasks based on Lo- d. Groups can assign tasks
cation to users based on skill
d. Groups can assign tasks to users based on skill f. Groups can assign tasks
e. Group members can avoid tasks, which are nearing to users based on avail-
SLA breach ability
f. Groups can assign tasks to users based on availabil-
ity

21. Which statement correctly describes the differences c. A client script executes
between a Client Script and a Business Rule? on the client and a Busi-
a. A client script executes before a record is loaded and ness Rule executes on the
a Business Rule executes after a record is loaded server
b. A client script executes on the server and a Business
Rule executes on the client
c. A client script executes on the client and a Business
Rule executes on the server
d. A client script executes before a record is loaded
and a Business Rule executes after a record is updated

22. Which role can manage multiple knowledge bases? d. knowledge_admin

a. knowledge_base_admin
b. kb_admin
c. sn_kb_admin
d. knowledge_admin

23. Which ServiceNow capability allows you to provide b. Virtual Agent

knowledge articles, via a conversational messaging
interface?
a. Agent Assist

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b. Virtual Agent
c. Now Messenger
d. Now Chat

24. What ServiceNow feature can be triggered by events a. Notifications

and is used to inform users about activities or updates b. Alerts
in ServiceNow?
a. Notifications
b. Alerts
c. Texts
d. Events
e. Emails

25. User records are stored in which table? a. user [sys_user]

a. user [sys_user]
b. user [sn_user]
c. user [u_sys_user]
d. user [s_user]

26. What type of field has a drop down list from which you a. Choice
can pick from pre-defined options?
a. Choice
b. Picker
c. Drop down
d. Option

27. Which component of a table contains a piece of data b. Field

for one record?
a. Factor
b. Field
c. Datapoint
d. Element
e. Item
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28. What feature do you use to specify which users are d. User Criteria
able to access a Service Catalog Item?
a. Can Read Role
b. Catalog User Role
c. Can Order Tab
d. User Criteria

29. What is the most common role that has access to d. System Administrator
almost all platform features, functions, and data? [admin]
a. Security Admin [security_admin]
b. Sys Admin [sys_admin]
c. Admin [sn_admin]
d. System Administrator [admin]
e. Base Admin [base_admin]

30. When importing data what happens to imported rows b. All rows are treated as
if no coalesce field is specified? new records. No existing
a. All rows are rejected from the import, as coalesce records are updated
field is required
b. All rows are treated as new records. No existing
records are updated
c. Duplicate rows are rejected from the imports
d. All rows are treated as new records but errors will
be flagged in the import log.

31. The wait time for end users is based on the round-trip a. Request + Response
between the client and the server. What activities are
included in the round-trips?
a. Request + Response
b. Save + Update
c. Write + Read

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d. Submit + Quarry
e. Insert + Verify

32. When a flow runs an action it generates a runtime d. Data Pill Runtime Value
value which stays the same for the duration of the
flow. What is the name of this runtime value?
a. Trigger Runtime Value
b. Sequence Runtime Value
c. Starting Runtime Value
d. Data Pill Runtime Value
e. Input Runtime Value

33. Your customer requires that they be able to monitor c. Activate the
which users are performing impersonations in their glide.sys.log_imperson-
instance. What would you do to meet that require- ation prop
ment?
a. Add the role Log Write [sn_log_write] to the imper-
sonator group
b. Create user update set for impersonation tracking
c. Activate the glide.sys.log_impersonation prop
d. From User icon select Elevate Roles
e. On the Impersonator role record right click and
select Create Log

34. What are the advantages of using Flow Designer? c. Reduces technical debt
a. Supports advanced developers d. Less manual scripting
b. Enables complicated scripting e. Smooth integration with
c. Reduces technical debt 3rd party systems
d. Less manual scripting
e. Smooth integration with 3rd party systems

35. A manager wants to view a snapshot of month-end d. Performance Analytics

Sales performance data, as compared to Sales targets.
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In addition, the manager wants to be able to see those

monthly numbers trended over time, and
forecasted into the future. What capability do you sug-
gest for this manager?
a. Scheduled Reports, a custom snapshot table, a
Trend report
b. Scheduled Reports and Excel
c. Scheduled Reports, a custom snapshot table and a
Projection report
d. Performance Analytics
e. Key Performance Indicators

36. What resource can you use to view details of the tables d. Common Service Data
and configuration items (CIs) associated with a partic- Model (CSDM) product
ular use case? view
a. Scenario Dashboard
b. CI Use Case Modeler
c. CMDB Use Case Modeler
d. Common Service Data Model (CSDM) product view

37. A user is complaining that they are seeing a blank d. User has read role but
page, when they click Create New, from your custom not the write role on the
Inventory application. You have confirmed that they Inventory tab
can see the Inventory application, and the Create New
module on the application navigator. What could be
the cause of this issue?
a. Create New module has a broken link
b. Known Intermittent issue with UI15
c. User should be using Chrome instead of Explorer
for their browser
d. User has read role but not the write role on the

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Inventory tab
e. User session has timed out

38. A role is defined as what? a. A collection of permis-

a. A collection of permissions sions
b. A set of user access policies
c. A persona in a workflow
d. A set of access control rules

39. On a filter condition, which component is always a a. Operator

choice list?
a. Operator
b. Filter Criteria
c. Operation
d. Match Criteria

40. Tables may have a One to Many relationships. From b. One Request can have
the Service Catalog, what are examples of tables hav- many Requested Items
ing a one to many relationships? (Choose three.) c. One Requested item can
a. One Approval can have many Requests have many Approvals
b. One Request can have many Requested Items d. One Requested item
c. One Requested item can have many Approvals can have many Catalog
d. One Requested item can have many Catalog Tasks Tasks
e. One cart can have many Requests

41. What type of query allows you to filter list data using a. Natural Language
normal words instead of the condition builder? Query
a. Natural Language Query
b. Alexa Query
c. Machine Learning Query
d. Predictive Intelligence Query

42. d. Workflows
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What controls the publishing and retiring process for

knowledge articles?
a. Approval Policies
b. Approval Definitions
c. Workflow Designer
d. Workflows
e. State Lifecycle

43. When impersonating a user for testing purposes what c. End Impersonation
is the best way to return the instance, logged in with
your user account?
a. Turn your computer off and on again
b. Clear browser cache
c. End Impersonation
d. Log out and back in

44. What are the components that make up a filter condi- a. Operator
tion? Choose 3 c. Value
a. Operator e. Field
b. Match Criteria
c. Value
d. Column
e. Field

45. What are the different types of Data Sources, which a. Local Sources ( XML,
may be imported into ServiceNow? Choose 4 CSV, Excel)
a. Local Sources ( XML, CSV, Excel) c. DataHub
b. Implementation Spoke d. JDBC Connection
c. DataHub f. LDAP Connection
d. JDBC Connection
e. Network Server
f. LDAP Connection

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46. On a Business Rule, the When setting determines at a. Before, After, Async, Dis-
what point the rule executes. What are the options for play
specifying that timing?
a. Before, After, Async, Display
b. Prior to, Synchronous, on Update
c. Insert, Update, Delete, Query
d. Before, Synchronous, Scheduled Job, View

47. What function do you use to add buttons, links, and c. UI Actions
context menu items on forms and lists?
a. UI Policies
b. UI Settings
c. UI Actions
d. UI Config

48. Group records are stored in which table? b. Group

a. Group [sn_user_group] [sys_user_group]
b. Group [sys_user_group]
c. Group [s_sys_group]
d. Group [u_sys_group]

49. On a Form Header what is the three bar icon called? b. Additional Actions or
a. Pancake Icon Context Menu
b. Additional Actions or Context Menu
c. Hamburger Icon
d. Cake Icon

50. What is the name of the table relationship, where two b. Many to Many
or more tables are related in a bi-directional relation-
ship, so that the related records are visible from both
tables in a related list?
a. Database View
b. Many to Many
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c. One to Many
d. Extended

51. From a form, what would you click to add additional b. Context Menu > Config-
fields to the form? (Choose two.) ure > Form Layout
a. Context Menu > Form > Layout c. Context Menu > Config-
b. Context Menu > Configure > Form Layout ure > Form Design
c. Context Menu > Configure > Form Design
d. Right click on header > Add > Field
e. Context Menu > Form > Designer
f. Right click on header > Configure > UX Dashboard

52. Which feature allows you to automate business logic a. Flows

for a particular application or process such as ap-
provals, tasks notifications, and record operations?
a. Flows
b. Action Sequences
c. Action Sets
d. Task Flows
e. Flow Diagrams

53. Which ServiceNow capability provides assistance to c. Virtual Agent

help users obtain information, make decisions, and
perform common work tasks via a messaging inter-
face?
a. Agent Workspace
b. Chat bot
c. Virtual Agent
d. Knowledge Chat
e. Now Support

54. Which tool is used to define relationships between d. Transform Map

fields in an import set table and a target table?
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a. Transform Schema
b. Schema Map
c. Dictionary Map
d. Transform Map
e. Field Transfomer
f. Import Designer

55. On the Reports page, what sections allow you to a. Group

see which reports are visible to different audiences? c. My reports
(Choose four.) f. Global
a. Group i. All
b. Department
c. My reports
d. Team
e. Dashboard
f. Global
g. Admin
h. Analytics
i. All
j. Company

56. When designing a flow, how do you reference data d. Drag the data pill onto
from a record, in that flow? the flow definition
a. Drag the table icon to the flow definition
b. Use the condition builder to specify the desired
values
c. Specify the source table on the data pill related list
d. Drag the data pill onto the flow definition
e. Add the table reference using the slush bucket

57. Your customer would like to create a new template to a. System Notifications >
notify users who are affected by network outages at Email > Notifications

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their site. Which module would you use to create a

new notification?
a. System Notifications > Email > Notifications
b. Administration > Notification Overview
c. System Properties > Email > Settings
d. User Preferences > Email > Notifications
e. Click Gear > Notifications > New

58. While showing a customer their incident form, they e. Show Choice List
ask to change the Priority values to display their in-
ternal terminology P1, P2, P3, P4. They want it to be
consistent across all Tasks. How would you do that?
Right click on Priority and select what?
a. Configure Lists
b. Show Options
c. Configure Task
d. Show Choices
e. Show Choice List
f. Configure Options

59. What is a key difference between Reporting and Per- a. Performance Analyt-
formance Analytics? ics contains snapshots of
a. Performance Analytics contains snapshots of data data taken over time; Re-
taken over time; Reporting shows only the data as it porting shows only the
is, at the moment the report is run data as it is, at the moment
b. Performance Analytics can show trends; Reports the report is run
cannot
c. Reports can be run on a scheduled basis; Perfor-
mance Analytics cannot
d. Performance Analytics data can be published to
Dashboards; Reports cannot

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e. Performance Analytics shows KPIs; Reporting does

not

60. When a user reports that they are not able to see d. Impersonate the user
modules on the application navigator, what can you
do, to see what modules are visible to them?
a. Look up their password, so you can login with their
account
b. Initiate a Connect Chat session
c. Install the Bomgar plug-in
d. Impersonate the user
e. Launch a NowChat Window

61. When you need to orchestrate business processes b. Flow Designer

across services with little technical user knowledge
which utility would you use?
a. Flow Manager
b. Flow Designer
c. Flow Editor
d. Workflow Editor
e. Workflow Designer

62. Which module is used as the first step for importing d. Load Data
data?
a. Coalesce Data
b. Transform Data
c. Import Data
d. Load Data

63. Which module would you use to create a new automa- a. Process Automation >
tion of business logic such as approvals, tasks, and Flow Designer
notifications.
a. Process Automation > Flow Designer
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b. Process Automation > Flow Administrator

c. Process Automation > Workflow Editor
d. Process Automation > Process Flow
e. Process Automation > Active Flows

64. What type of field allows you to look up values from a. Reference
one other table?
a. Reference
b. Verity
c. Options
d. Selections
e. Dot Walk
f. Lookup

65. After finishing your work on High Security Settings b. Log out and back in
what do you do to return to normal admin security
levels?
a. Select Normal Role
b. Log out and back in
c. Use System Administration > Normal Security Mod-
ule
d. Select Global Update Set
e. End Impersonation

66. Two departments (HR Onboarding and Facilities) have b. Create one Catalog Item
come to you, asking for a way for employees to re- for Event Room Set Up;
quest event room set up services. The requirements then publish to both cata-
are the same for the form and the task routing to the logs
Facilities' assignment group.
For HR, the item will be used primarily for the On-
boarding coordinators, for employee orientation ses-
sions. For Facilities, the item will be used for anyone

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in the company who needs room set up services.

However, both departments have their own service
catalogs. What do you do, to support these require-
ments?
a. Create one catalog item for HR Event Room Set Up
and one for Facilities Event Room Set Up; then publish
each to the appropriate Catalog
b. Create one Catalog Item for Event Room Set Up;
then publish to both catalogs
c. Create one Catalog Item for Event Room Set Up;
then publish to the Parent Catalog, which is accessible
to both HR and Facilities.
d. Create one Catalog Item for Event Room Set Up;
then use ACLs to control access

67. Access Control rules are applied to a specific table, e. incident.major_incident

like the Incident table. What is the object name for a
rule that is specific to the Incident table and the Major
Incident field?
a. Incident.Major_Incident
b. incident=>major_incident
c. incident<=>major_incident
d. incident||major_incident
e. incident.major_incident

68. A user wants to create a set of filter conditions, where a. Define the first con-
they want to show records which satisfy two condi- dition; click AND button;
tions: Incidents where the state is Closed define second condition;
Incidents where Assignment Group is Network click Run
After clicking the Funnel icon, what should the user
do?
a. Define the first condition; click AND button; define
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second condition; click Run

b. Define the first condition; click AND button; define
second condition; press enter
c. Define the first condition; click OR button; define
second condition; press enter
d. Define the first condition; click > icon on bread-
crumb, define second condition; click Run
e. Define the first condition; click > icon on bread-
crumb, define second condition; press enter

69. A new service catalog item is being developed, but b. Add the Department
should only be visible to managers inside the HR De- Manager group to the cat-
partment. What method would you use to fulfill this alog item's user criteria
requirement?
a. Specify the Dept_Mgr role on the catalog content
block
b. Add the Department Manager group to the catalog
item's user criteria
c. Add the Department Manager group to the catalog
item's ACL
d. Only publish the item in the HR service catalog
e. Use a Dept_Mgr ACL on the HR service catalog

70. What do you call any component that needs to be c. Configuration item
managed in order to deliver services?
a. CSDM Items
b. CMDB
c. Configuration item
d. Service Offerings
e. Asset

71. c. Application

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Which icon would you double click, to expand and

collapse the list of all Applications and Modules?
a. Star
b. Clock
c. Application
d. Funnel

72. What is specified in an Access Control rule c. Object and Operation

a. Groups, Conditional Expressions and Workflows being secured; Permis-
b. Table Schema, CRUD, and User Authentication sions required to access
c. Object and Operation being secured; Permissions the object
required to access the object
d. security_admin

73. When moving multiple update sets at one time, what a. Batch
might you do to facilitate the move?
a. Batch
b. Verify
c. Test
d. Preview

74. What is a no-code approach to control the mandatory e. UI Policy

or read-only state of a form field?
a. UI Action
b. Client Script
c. UI Script
d. UI Rule
e. UI Policy

75. When testing a catalog item, having a manager ap- a. Make sure the latest
proval flows, which of these best practices would you flows are activated.
follow? (Choose three.) c. Impersonate the re-
a. Make sure the latest flows are activated. quester to ensure the
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b. Use the instance Incognito setting to quickly toggle form works.

between requester and approver. d. Make sure the re-
c. Impersonate the requester to ensure the form quester's user record has
works. a manager specified.
d. Make sure the requester's user record has a man-
ager specified.
e. Create and select your Testing Update Set, before
starting the test cases.
f. Use your Admin account, so you can approve the
items quickly.

76. What are three security modules often used by the a. System Properties > Se-
System Administrator? (Choose three.) curity
a. System Properties > Security e. System Security > Ac-
b. Utilities > Migrate Security cess Control (ACL)
c. System Security > Security g. System Security > High
d. Self-Service > My Access Security Settings
e. System Security > Access Control (ACL)
f. Password Management > Security Questions
g. System Security > High Security Settings

77. A new Service Desk employee in Latin America com- b. Have them use the gear
plains that the create dates and times are incorrect on icon to set the employee's
their Incident list. What would you suggest to fix this time zone
issue?
a. Have them clear their cache
b. Have them use the gear icon to set the employee's
time zone
c. Recommend they use Chrome, instead of Explorer
d. Use the system properties to correct the instance's
time zone.
e. Have them correct the time zone on their computer.
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78. As an IT employee what interface would you use, if a. Knowledge

you wanted to browse internal IT documentation, like
troubleshooting scripts and FAQs?
a. Knowledge
b. ServiceNow Wiki
c. Knowledge Now
d. SharePoint
e. Stack Overflow

79. What import utility do you use when the field names b. Automatic Mapping
on the import set match the name of the fields on the
Target table?
a. Schema Mapping
b. Automatic Mapping
c. Mapping Assist
d. Mapping Dashboard

80. What is a quick way to create a report from a list view? d. Apply filter, right click on
a. Click on filter breadcrumb, drag and drop on the column header, select Bar
Report > Create New module Chart
b. Click Funnel, define filter conditions, click Create
Report
c. Click Context Menu, select Create Report
d. Apply filter, right click on column header, select Bar
Chart
e. Apply filter, right click on column header, select Cre-
ate Report

81. What feature can track the amount of time that a task b. Service Level Agree-
has been open, to ensure that tasks are completed ments
within an allotted time?
a. Task Evaluation Clock
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b. Service Level Agreements

c. Inactivity Monitor
d. Response Time Clock
e. Business Time Remaining

82. What needs to be specified, when creating a Business b. Table

Rule? (Choose four.) e. Script to run
a. UI action h. Timing
b. Table i. Condition to evaluate
c. Fields to update
d. Who can run
e. Script to run
f. Application scope
g. Update Set
h. Timing
i. Condition to evaluate

83. What icon do you use to change the label on a Fa- c. Pencil
vorite?
a. Clock
b. Hamburger
c. Pencil
d. Three dots
e. Triangle
f. Star

84. What is used frequently to move customizations from a. Update Sets

one instance to another?
a. Update Sets
b. Code Sets
c. Update Packs
d. Configuration Logs

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e. Remote Sets
f. Local Sets
g. Code Packs

85. Your company is giving all first line workers a special b. Create Catalog Item and
T-shirt as a recognition for their hard work. Manage- use the Not Available list
ment team wants a way for employees to order the to specify the Manager
T-shirt, with the ability to specify the preferred size Group
and color. How would you ensure that only first line
workers (non-managers) can submit the order?
a. Create Record Producer and use the Available For
list to specify First Line [sn_first_line] role
b. Create Catalog Item and use the Not Available list
to specify the Manager Group
c. Create Catalog Item and use the Available For list to
specify ITIL [itil] role
d. Create Order Guide and use the User Criteria list to
specify First Line [sn_first_line] role

86. What field contains a record's 32-character, unique d. sys_id

identifier?
a. sn_rec_id
b. rec_id
c. u_id
d. sys_id
e. sn_gu_id
f. sn_sys_id
g. id

87. What do you activate when you want to add appli- d. Plugin
cations or functionality within your development in-
stance?

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a. App Package
b. Updated Package
c. Patch
d. Plugin
e. App Updated Set

88. Which ServiceNow resource is a framework that en- a. Common Service Data
sures the data your ServiceNow application requires Model (CSDM)
maps correctly to the appropriate CMDB tables?
a. Common Service Data Model (CSDM)
b. Service Mapping Utility (SMU)
c. Service Schema Map (SSM)
d. CMDB Class Manager (CMDBCM)
e. CI Class Manager (CICM)

89. You are showing your customer a new form that you b. Right click on form
have created for their new application. They would like header, select Configure >
to add a field to the form. Where could you do that? Form Layout
(Choose two.) c. Click on context menu,
a. Select Fields and Columns module select Configure > Form
b. Right click on form header, select Configure > Form Designer
Layout
c. Click on context menu, select Configure > Form
Designer
d. Select Field Class Manager module

90. Which of the following are not included in an Update a. Homepages

Set, by default? (Choose four.) b. Data
a. Homepages e. Schedules
b. Data i. Scheduled Jobs
c. Published Workflows
d. Business Rules

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e. Schedules
f. Database Changes
g. Related Lists
h. Report Definitions
i. Scheduled Jobs
j. Client Scripts
k. Views

91. The ServiceNow platform includes which types of in- a. Now Mobile Apps
terfaces? (Choose three.) d. Service Portals
a. Now Mobile Apps e. Now Platform User In-
b. Agent Control Center terfaces
c. Back Office Dashboard
d. Service Portals
e. Now Platform User Interfaces
f. Field Service Taskboard

92. What do you need to do before you can use an Appli- c. Activate application
cation-based trigger in your flow? spoke, and plug-ins as
a. Activate application trigger spoke needed
b. Activate trigger security rules
c. Activate application spoke, and plug-ins as needed
d. Assign Application trigger role [sn_app_trig-
ger_write] to SME
e. Activate application plugins only

93. An IT manager is responsible for the Network and d. The manager is not a
Hardware assignment groups, each group contains 5 member of the Network
team members. These team members are working on and Hardware groups.
many tasks, but the manager cannot see any tasks on
the Service Desk > My Groups Work list. What could
explain this?

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a. The Service Desk > My Groups Work list shows active

work tasks that are not yet assigned.
b. The manager does not have the itil role.
c. The manager is not a member of the Service Desk
group.
d. The manager is not a member of the Network and
Hardware groups.
e. The Assignment Group manager field is empty.

94. ServiceNow contains a resource which provides the A. Common Services Data
following: Model (CSDM)
A standard and shared set of service related defini-
tions across ServiceNow products and platform that
will enable and support true service level reporting.
A CMDB framework across our products and platform
that will enable and support multiple configuration
strategies. What resource do these statements de-
scribe?
A. Common Services Data Model (CSDM)

B. Information Technology Service Management

(ITSM)

C. Configuration Management Database (CMDB)

D. Information Technology Infrastructure Library

(ITIL)

95. Which of the following protects applications by iden- D. Application Scope

tifying and restricting access to available files and
data?
A. Application Configuration

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B. Verbose Log

C. Access Control Rules

D. Application Scope

96. IntegrationHub enables execution of third-party APIs B. a spoke

as a part of a flow. These integrations are referred to
as
A. an action

B. a spoke

C. a connection

D. an integration step

97. What are the steps to retrieve an Update Set? D. Verify Update Set is
A. Verify Update Set is Complete, Retrieve, Preview, Complete, Retrieve, Pre-
Apply view, Commit

B. Verify Update Set is Complete, Test Connection,

Apply

C. Verify Update Set is Complete, Test Connection,

Commit

D. Verify Update Set is Complete, Retrieve, Preview,

Commit

98. What is the difference between a UI Policy and Data C. Data Policies run re-
Policy? gardless of how data is
A. Data Policies run when data is entered through the entered into ServiceNow,
form, by an Import Set, or by web services, while UI
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Policies are set only by web services while UI Policies are used
for form interactions
B. Data Policies can be converted into UI Policies, but
UI Policies cannot be converted into Data Policies

C. Data Policies run regardless of how data is entered

into ServiceNow, while UI Policies are used for form
interactions

D. Data Policies run only after UI Policies run success-

fully

99. Which tool is used for creating dependencies between D. Cl Class Manager
configuration items in the CMDB?
A. CI Relationship Editor

B. CMDB Builder

C. CI Service Manager

D. Cl Class Manager

100. Which of the following steps can be used to import B. Load Data, Cre-
new data into ServiceNow from a spreadsheet? ate Transform Map, Run
A. Select Data Source, Schedule Transform Transform

B. Load Data, Create Transform Map, Run Transform

C. Define Data Source, Select Transform Map, Run

Transform

D. Select Import Set, Select Transform Map, Run Trans-

form

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101. What is the primary application used to load data into C. System Import Sets
ServiceNow?
A. Service Level Management

B. Configuration

C. System Import Sets

D. System Update Sets

102. Access Control rules may provide access security for B. For a specific row, col-
which of the following database objects? umn, or table
A. For a specific role, group, or user

B. For a specific row, column, or table

C. For specific groups

D. For a specific CMDB Configuration item

103. When creating a global custom table named ''abc'', C. u_abc

what is the table name that is automatically assigned
by the platform?
A. snc_abc

B. abc

C. u_abc

D. sys_abc

104. What is a sys_id? A. Unique 32-character

A. Unique 32-character identifier that is assigned to identifier that is assigned
every record to every record
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B. A client-side Business Rule

C. A server-side Business Rule

D. Unique 64-character identifier that is assigned to

every record

105. W B. A column is one field

hich of the following statements describes how data is and a record is one row
organized in a table?
A. A column is a field in the database and a record is
one user

B. A column is one field and a record is one row

C. A column is one field and a record is one column

D. A column contains data from one user and a record

is one set of fields

106. Which core table in the ServiceNow platform provides A. Task [task]
a series of standard fields used on each of the ta-
bles that extend it, such as the Incident [incident] and
Problem [problem] tables?
A. Task [task]

B. Assignment [assignment]

C. Service [service]

D. Workflow [workflow]

107.
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What are two ways to generate an Event? (Choose A. Business Rule

two.)
A. Business Rule B. Workflow

B. Workflow

C. Log entry

D. Knowledge article publication

108. What is a Notification? B. A tool for alerting users

A. A new Knowledge article created by a Business Rule that events that concern
them have occurred
B. A tool for alerting users that events that concern
them have occurred

C. A message through Connect related to a Change

Request

D. An email file attachment

109. How is a group defined in ServiceNow? B. A group is one record

A. A group is one record stored in the Group Type stored in the Group
[sys_user_group_type] table [sys_user_group] table

B. A group is one record stored in the Group

[sys_user_group] table

C. A group defines a set of users that share the same

location

D. A group defines a set of users that share the same

job title

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110. Which tool should be used to populate commonly A. Template

used fields in a form?
A. Template

B. Reference Qualifier

C. Formatter

D. Assignment Rule

111. Which of the following is used to categorize, flag, and C. Tags

locate records?
A. Search

B. Favorites

C. Tags

D. Bookmarks

112. What would NOT appear in the Application Navigator D. Incident > Assigned to
if ''service'' is typed into the filter field? me
A. Configuration > Business Services

B. Self-Service > Knowledge

C. Service Portal > Widgets

D. Incident > Assigned to me

113. Which section of the ServiceNow UI allows you to per- B. Banner frame
form a global search?
A. Application Navigator

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B. Banner frame

C. List pane

D. Content frame

114. How are local flow variables accessed in the Flow De- D. As data pills
signer Data panel?
A. As newly generated icons

B. As scratchpad variables

C. As new tabs

D. As data pills

115. Where in Flow Designer can users access information C. Help Panel
about actions that are added to the flow?
A. Virtual Agent Help

B. Local Action Help

C. Help Panel

D. Flow Assistant

116. Which plugin needs to be activated in order to trans- A. Localization Frame-

late the content of a catalog item to multiple lan- work plugin(com.glide.lo-
guages? calization_framework)
A. Localization Framework plugin(com.glide.localiza-
tion_framework)

B. Translation Framework plugin (com.glide.transla-

tion_framework)
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C. Multiple Language Framework plugin

(com.glide.multiple.language_framework)

D. Language Al Framework plugin (com .g I id e. lan-

guage.ai _framework)

117. Which certificate-based authentication methods can C. Common Access Card

be enabled so that users can log into the Service Por- (CAC)
tal? (Select all that apply) Select 2 Answers from the
below options E. Personal Identify Verifi-
A. Extended Validation Access (EVA) cation (PIV)

B. Organization Verification Card (OVC)

C. Common Access Card (CAC)

D. DDomain Authentication Card (DAC)

E. Personal Identify Verification (PIV)

118. How can administrators utilize the same content for C. Provide Common notifi-
different notification channels? cation content
A. Configure Default notification content

B. Enable Actionable notification content

C. Provide Common notification content

D. Set up Related notification content

119. Which plugin allows users to install multiple applica- B. Continuous Integration
tions, application-customizations. or plugins at once? and Continuous Delivery
A. Application Integration and Plugin Delivery (A1PD) (CICD) SpokeBatch Install
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SpokeBatch Install

B. Continuous Integration and Continuous Delivery

(CICD) SpokeBatch Install

C. Multiple Integration and Process Delivery (MIPD)

SpokeBatch Install

D. Quick Integration and Multiple Delivery (QIMD)

SpokeBatch Install

120. The ServiceNow Virtual Agent provides assistance A. Incident Auto-Resolu-

within a messaging interface. Which capability allows tion
end users to configure virtual Agent to intercept and
help resolve submitted incidents?
A. Incident Auto-Resolution

B. Ticket Resolver

C. Virtual Agent Helper

D. Web Intelligence

121. Which fields can be configured in reporting to perform B. Function fields

arithmetic, coalesce, concatenation, and length?
A. Sourcing fields

B. Function fields

C. Computational fields

D. Calculation fields

122. C. Anti-signals
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When using the Performance Analytics application in

the Now Platform, what kind of KPI signals are used
to make decisions that statistically support long term
workflow stability?
A. Long-term signals

B. Non-signals

C. Anti-signals

D. Stability signals

123. New records, new groups, and modified configuration B. They are not captured in
Items (Cls): what do they have in common? an Update Set
A. They are included in an Update Set

B. They are not captured in an Update Set

C. They are customizations

D. They do not have anything in common

124. When does the Submit button appear on a form? B. When creating a new
A. When saving an old record record

B. When creating a new record

C. When changing the reference field in an existing

record

D. When updating an existing record

125. What are the three permission requirements that A. Conditions

must evaluate to true for an access control rule to
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apply? Choose 3 answers C. Roles

A. Conditions
D. Script
B. table.

C. Roles

D. Script

E. table.'

F. table.none

126. Which one of the following is an accurate list of B. Changes made to ta-
changes that are captured in an Update Set? bles, forms, views, and
A. Changes made to tables, forms, schedules, and fields
client scripts

B. Changes made to tables, forms, views, and fields

C. Changes made to: tables, forms. Business Rules,

and data records

D. Changes made to: tables. forms groups, and con-

figuration items (Cls)

127. What is an Event in ServiceNow? B. An Event is an indi-

A. An Event is a trigger that has a direct response in cation to the ServiceNow
the platform processes that something
has occurred
B. An Event is an indication to the ServiceNow process-
es that something has occurred

C. An Event is an indicator that a Priority 1 (P1) Incident

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has been logged

D. An Event is a recognized, scheduled occurrence of

a process

128. What is the difference between a Ul Policy and Data B. Data Policies run re-
Policy? gardless of how data is
A. Data Policies run only after Ul Policies run success- entered Into ServiceNow,
fully while Ul Policies are used
for form interactions
B. Data Policies run regardless of how data is entered
Into ServiceNow, while Ul Policies are used for form
interactions

C. Data Policies can be converted into Ul Policies, but

Ul Policies can not be converted into Data Policies

D. Data Policies run when data is entered through the

form, by an Import Set or by web services, while Ul
Policies are set only by web services

129. What Is the purpose of the Filter navigator In the B. Quickly navigate to ap-
Application Navigator? plications and modules
A. Filter applications in order of use

B. Quickly navigate to applications and modules

C. Collapse and expand applications

D. List applications In order of Top Requests

130. What is the purpose of the Event Registry? C. The Event Registry is
A. The Event Registry lists all Events that have success- a module that provides
fully completed within a 24-hour period Event definitions
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B. The Event Registry is a list of all Events that originate

through an integration

C. The Event Registry is a module that provides Event

definitions

D. The Event Registry is a list of all Events that have

successfully completed after being Invoked by a script

131. In addition to the admin role, which one of the follow- B. personalize_list
ing roles allows a user to add or remove fields from a
list?
A. personalize.control

B. personalize_list

C. ul_page_admin

D. ui_action_admin

132. What is NOT an example of a UI Action? A. Search

A. Search

B. Form buttons

C. list Buttons

D. Related Links

133. How do you make a list filter available to everyone? B. Assign a name, set visi-
A. Make active, set visibility, and save bility, and save

B. Assign a name, set visibility, and save

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C. Assign a group, set visibility, and save

D. Make active, assign a name, and save

134. A change request has been approved and assigned A. Go to the Number
to you as the system administrator to change the Maintenance application
Incident number prefix from the default of 'INC' to the and change the prefix to
company standard IN.' What are the next steps to be 'IN' for incident
taken''
A. Go to the Number Maintenance application and
change the prefix to 'IN' for incident

B. Create a Business Rule that modifies the prefix be-

fore the Insert operation

C. The prefix of an incident cannot be changed be-

cause it is a built-in feature

D. Submit a Change Request to ServiceNow Technical

Support

135. What is the purpose of a Data Policy? C. Data Policies enforce

A. Data Policies enforce security data consistency

B. Data Policies standardize data in Update Sets

C. Data Policies enforce data consistency

D. Data Policies apply to lists to standard data

136. Which one of the following is NOT a type of Visual Task A. Feature
Board?
A. Feature
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B. Guided boards

C. Flexible

D. Freeform

137. What ServiceNow tables can Administrators define as D. Any ServiceNow table
'destinations' for imported data, when using Trans- can be a destination for
form Maps in the System Import Sets application? imported data in the
A. The Task table is the only table that can be a destina- Transform Map module
tion for imported data in the Transform Map module

B. The Incident. Problem. Change, Task, and Service

Catalog tables are the only tables that can be a desti-
nation for imported data m the Transform Map mod-
ule

C. Only the Incident Problem, and Change tables can

be a destination for imported data in the Transform
Map module

D. Any ServiceNow table can be a destination for im-

ported data in the Transform Map module

138. What kind of data can Import Sets use to populate B. XML. CSV, and Excel
tables in ServiceNow?
A. CSS, SOAP, and Excel

B. XML. CSV, and Excel

C. SOAP, REST, and XML

D. XML, SOAP, and CSS

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139. Which one of the following statements is true? A. When an incident form
A. When an incident form is saved, all the Work Notes is saved, all the Work
field text is recorded to the Activity Log field Notes field text is recorded
to the Activity Log field
B. When an incident form is saved, the Work Notes
field text is overwritten each time work is logged
against the incident

C. When an incident form is saved, the impact field is

calculated by adding the Priority and Urgency values

D. When an Incident form is saved, the Additional

Comments field text is cleared and recorded to the
Work Notes section

140. What are the three components of a filter condition? A. Field. Operator and Val-
A. Field. Operator and Value ue

B. Condition. Operator, and Value

C. Field, Condition, and Value

D. Variable, Field, and Value

141. What is a role in ServiceNow? A. A role is one record in

A. A role is one record in the Role [sys_user_role] table the Role [sys_user_role]
table
B. A role is one record in the Role [user_sys_role] table

C. A role is a persona used In Live Feed Chat

D. A role Is a set of modules for a particular application

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142. Which one of the following modules can be used to A. Tables & Columns
view field settings for a table?
A. Tables & Columns

B. Access Control

C. Columns and Fields

D. Tables and Fields

143. Which configuration allows you to use a script to coa- C. Conditional coalesce
lesce data in Import Sets?
A. Multiple-field coalesce

B. No coalesce

C. Conditional coalesce

D. Single-field coalesce

144. What is (are) best practice(s) regarding C. You should assign roles
users/groups/roles? Choose 2 answers to groups
A. You should never assign roles to groups.
D. You should add users to
B. You should assign roles to users. groups

C. You should assign roles to groups

D. You should add users to groups

145. Which one of the following statements describes a A. Roles can contain oth-
characteristic of role assignment? er roles, when you are as-
A. Roles can contain other roles, when you are as- signed a role, you inher-
signed a role, you inherit all the roles within that role
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it all the roles within that

B. Users can click on the Personalize Role feature to role
try different roles

C. A role is granted to a user by the System Adminis-

trator

D. Each user has a role in the ServiceNow platform

146. What is the difference between UI Policy and UI Ac- B. UI Policy can make
tion? fields read-only, manda-
A. UI Action can make fields read-only, mandatory, or tory, or hidden. while UI
hidden. while UI Policy can make a save button visible Action can make a save
for appropriate users. button visible for appro-
priate users.
B. UI Policy can make fields read-only, mandatory, or
hidden. while UI Action can make a save button visible
for appropriate users.

147. UI Action can prompt that an Incident has been suc- A. True
cessfully submitted.
A. True

B. False

148. Data Policy can enforce mandatory data on import. A. True

A. True

B. False

149. Which are states that you can make a field on a form A. read-only
using UI Policy? D. Mandatory
A. read-only F. Hidden

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B. write-only

C. Necessary

D. Mandatory

E. Empty

F. Hidden

150. UI Policy can make fields read-only, mandatory, or A. True

hidden.
A. True

B. False

151. Business Rules are used to enforce mandatory data on B. False

a form.
A. True

B. False

152. database live at the Data Center. A. True

A. True

B. False

153. What refers to an application or system that accesses B. Client

a remote service or another computer system, known
as a server?
A. Server

B. Client

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C. Script

D. Policies

154. Where would you go in ServiceNow to order services A. Service Catalog

and products offered by various departments?
A. Service Catalog

B. Self Service

C. Service Department

D. Customer Service

155. What defines conditions that are evaluated against C. User Criteria
users to determine which users can create, read,
write, and retire knowledge articles.
A. User conditions

B. User info

C. User Criteria

D. User permissions

156. What is the purpose of flagging an article in a knowl- B. Allow a user to submit
edge base? feedback about an article
A. To mark an article to read later.

B. Allow a user to submit feedback about an article

C. Reporting an error

157.

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What are the two pathways to view feedback left on a A. Knowledge > articles >
published article? My Flagged
A. Knowledge > articles > My Flagged
C. Knowledge > My arti-
B. Knowledge base > my knowledge > flagged articles cles > Flagged

C. Knowledge > My articles > Flagged

D. Knowledge > articles > published

158. What is a way that you can mark a knowledge article A. Flag article
for review?
A. Flag article

B. Review

C. Bookmark

D. On Hold

159. What are the four knowledge workflows available in A. Approval publish: Re-
the ServiceNow base instance? quest approval from a
manager of the knowl-
edge base before moving
the article it the publish
state

B. Instant Publish: Imme-

diately publishes a draft
article without requiring
an approval

C. Instant Retire: Immedi-

ately retires a published
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article without requiring

an approval

D. Retire Knowledge:
Moves a knowledge article
to the retired state.

160. Each knowledge bases can have unique lifecycle work- A. True
flows, user criteria, category structures, and manage-
ment assignments.
A. True

B. False

161. Knowledge articles within a knowledge base are A. True

grouped by category.
A. True

B. False

162. What is the master table that contains a record for B. [sys_db_object]
each table in the database?
A. [sys_master_db]

B. [sys_db_object]

C. [sys_master_object]

D. [sys_object_db]

163. Record numbers have to be manually incremented B. False

A. True

B. False
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164. Which application is used to change the number for- A. Number Maintenance
mat per table?
A. Number Maintenance

B. System Maintenance

C. Table Maintenance

D. Record Maintenance

165. Tables are made up of which of the following? A. records

A. records

B. lists

C. forms.

D. fields

166. ServiceNow uses what term to describe all the data C. Record
saved within a particular form?
A. Fields

B. Form

C. Record

D. Lists

167. What are the two aspects to LDAP Integration? A. Data Population
A. Data Population D. Authentication

B. Data formatting

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C. Authorization

D. Authentication

168. What are the 5 provided Roles by ServiceNow? A. System Administrator:

The admin role provides
access to all platform fea-
tures, applications, func-
tions and data.

B. Specialized Administra-
tor: Specialized adminis-
trator roles manage spe-
cific functions or applica-
tions, such as Assignment
Rules, Knowledge base,
reports, or web services

C. Fulfiller: Users with the

ITIL role may fulfill ITIL
activities associated with
the ITIL workflow, includ-
ing Incident and Change
management.

D. Approver: Users with

the Approver user role can
perform all requester ac-
tions and may view or
modify approval records
directed to the approver

E. Requester: Also known

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as Employee Self Service

(ESS) users, these users
have no roles but can
submit and manage their
own requests, access pub-
lic pages, etc.

169. A role is recorded in which table? D. Role[sys_user_role]

A. Role[sys_user]

B. Role[sys_user_profile]

C. Role[sys_user_record]

D. Role[sys_user_role]

170. What are the 6 methods available for user authentica- A. Local Database: The
tion? user name and password
in their user record in the
instance database.

B. Multifactor: The user

name and password in the
database and passcode
sent to the user's mobile
device that has Google
Authenticator installed

C. LDAP: The user name

and password are ac-
cessed via LDAP in the
corporate directory, which
has a matching user ac-
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count in the database.

D. SAML 2.0: The user

name and password con-
figured in a SAML identi-
ty provider account, which
has a matching user ac-
count in the database.

E. OAuth 2.0: The user

name and password of
OAuth identity provider,
which has a matching user
account in the database
F. Digest Token: An en-
crypted digest of the user
name and password in the
user record.

171. A group is stored in which table? C.

A. Group[user group] Group[sys_user_group]

B. Group[sys_user]

C. Group[sys_user_group]

D. Group[sys_user_group_profile]

172. A User is stored in which table? A. User [sys_user]

A. User [sys_user]

B. User [ sys_user_group]

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C. User [ syst_user_profile]

D. User [user_profile]

173. What displays a set of records from a table? D. List

A. View

B. Dashboard

C. Panel

D. List

174. Configuration will not affect what others see on their B. False
forms.
A. True

B. False

175. What are the three components of a filter condition? B. Value

A. Table
C. Field
B. Value
D. Operator
C. Field

D. Operator

176. Which type of interface enables you to display multi- C. Dashboard

ple performance analytics, reporting and other wid-
gets on a single screen?
A. Form

B. List

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C. Dashboard

D. Timeline

177. There are common types of Interfaces (Numeric Val- 6: There are six common
ue) types of interfaces
A. Homepage: Consists
of navigational elements,
functional controls, and
platform information.

B. List: Display records

from a data table, as well
as allow you to edit the
record information using
the List Editor functional-
ly.

C. Form: Data is entered

into ServiceNow through
forms

D. Dashboard: Enable you

to display multiple perfor-
mance analytics, reporting
and other widgets on a
single screen.

E. Maps: Display Servi-

ceNow data graphically on
a Google map

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F. Timelines: Used to track

tasks or projects

178. What are the main UI component(s) of the ServiceNow B. Banner Frame
Platform?
A. Banner Navigator D. Application Navigator

B. Banner Frame F. Content Frame

C. Application Frame

D. Application Navigator

E. Content Menu

F. Content Frame

179. ServiceNow is a single-instance, multiple tenant archi- B. False

tecture?
A. True

B. False

180. Which one of these applications is available to all D. Self-Service

users?
A. Change

B. Incident

C. Facilities

D. Self-Service

181.

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Access Control rules may be defined with which of the A. Roles

following permission requirements? (Choose three.) B. Conditional Expres-
A. Roles sions
D. Scripts
B. Conditional Expressions

C. Assignment Rules

D. Scripts

E. User Criteria

F. Groups

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