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Mock Test 5 - ServiceNow Certified System Administrator (CSA) Additional Test3 Pergunta 1: Correto (Tokyo) Which of the following can be configured by all users in the Next Experience instances? AI Search Personalised Start Page (Correto) Custom menus Next Experience Readiness Checker Admin menu Explicação Users have a new user preference that enables them to specify the page that appears when they login to the Next Experience user interface. You can configure a user-selected/personalised start page, other than the default landing page, to appear when you log in to your Next Experience instances. All other options require admin access: Administrators can add custom menus with the most useful items for completing their work. Administrators can examine your instance for the usage of applications that are not compatible with Next Experience using the Next Experience Readiness Checker. Administrators can configure Search as the search engine for Unified Navigation searches in the Next Experience user interface. Administrators can use the Admin menu within the Unified Navigation to provide them access to the default landing page.Screenshot 1: Configuring the personalised start page from the user menu servicenow Favorites History Workspaces ServiceNow Search Saghaeian Display App E Organize form Preferences and related lists into tabs With the form classic forms Build apps role low code apps quickly Put line breaks in lists Use compact spacing mode friendly version All platform Let's Go Show help tips on forms Always show top Australia Current Screenshot 2: Different user preference options for a personalised landing page servicenow Favorites History Workspaces ServiceNow Search Display App E Organize form sections and related lists into tabs With the form in classic forms Build apps fast. low apps quickly Use compact spacing enterprise experience Put line breaks lists made All on one Let's Show help tips on YYYY-MM-DD 09:00:01 forms Always show top Australia navigation Current start Use the default Use Dashboards Use the page I'm on now Continue where last left off Learn more here! Learning Domain: Platform Overview and Navigation - Next Experience Unified Navigation First introduced: Tokyo releasePergunta 2: Correto Which CI class is NOT included in the search results for configuration items, affected Cls, or impacted services within an Incident record? Business Application Service Offering (Correto) Business Service Group Application Service Explicação A service offering derives from a service, refining the parent service to a specific business need and performance level. You can enter service offerings in the Service Offering field on an Incident record to see the service offerings affected by the incident in the Service Offerings related list. Now that you can search and view service offerings separately, they are no longer included in the search results for configuration items, affected Cls, or impacted services. Please note that the Service Offering field may not appear by default in the user interface. If this happens, add the Service Offering field using the form layout. Screenshot 1: Referencing a Service Offering in an Incident servicenow Favorites History Incident INC0000055Screenshot 2: No CI with an Offering class can be populated on the Incident Configuration Item field Favorites History Workspaces Admin a Search Incident INC0009001 Discuss Update Resolve Delete Number INC0009001 Channel Caller David Miller ⑆ State Category Inquiry/Help Impact 2-Medium Subcategory None- Urgency -Medium Service Priority Moderate Service offering Assignment group Service Desk Assigned to Configuration Items Name Search New All Offering Name Manufacturer Class Location Assigned to Search Search Search Search Work notes @ Learn more here! Learning Domains: Database Management - CMDB and CSDM Configuring Applications for Collaboration - Advanced Form ConfigurationPergunta 3: Correto What role can manage all aspects of the Service Catalog application and the scripting functions? Catalogue managers (catalog_manager) Catalogue administrators (catalog_admin) Administrators (admin) (Correto) Catalogue editors (catalog_editor) Explicação Administrators can manage all aspects of the Service Catalog application, including catalogues, categories, catalogue items, and advanced functions, such as scripting or creating business rules. Catalogue administrators can manage all aspects of the Service Catalog application, except for scripting functions. Catalogue managers can edit and update a service catalogue, as well as the categories and catalogue items within the catalogue. The manager can assign editors and also a different manager for the service catalogue. Catalogue editors can edit and update a service catalogue, as well as categories and catalogue items within the catalogue. The editor can assign other editors but cannot change the catalogue manager. Catalogue builder editors can create and maintain items in the Catalog Builder using the templates that the user has access to.Screenshot: Service request platform roles Create catalog Delete catalog Maintain categories Update catalog definition Update catalog manager Maintain catalog item Activate or deactivate item Copy item Create catalog task Delete catalog task Create or update cart layout Maintain user criteria Maintain top request lest Delete cart layout Learn more here! Learning Domains: Self-Service & Automation - Service Catalogue Platform Overview and Navigation - The ServiceNow Instance Pergunta 4: Correto Which UI action on a task form updates the record and stays on the same page? Update Save (Correto) Insert Submit Explicação Selecting Save on a task form updates the existing record and keeps the form open. It is useful when you plan to continue working on a record immediately. One way to do this is via the form context menu that provides controls based on the table and user access rights. Administrators can customise some available options on a context menu using UI actions. You can access the form context menu by clicking an icon beside the form title or right- clicking the form header.Screenshot 1: Example of a form context menu (UI16) servicenow D Update Copy Change Major Incident Copy = Screenshot 2: Saving some changes on an Incident form via the additional context menu now All Favorites History Workspaces Incident Training.. a Incident Update View Workbench Resolve Delete Responses Save Add to Visual Task Board Channel None Copy Incident Create Outage Miller State New Create Request Create Work Order are Impact 1 High Create Child Incident Urgency 1 High Promote to Major Incident Propose Major Incident Priority Critical Refresh Impacted Services Assignment group Services Support Metrics Timeline Configure Assigned to Export View Create Favorite application server is down Copy URL Copy sys_id Related Search Results > Show XML History Learn more here! Learning Domain: Configuring Applications for Collaboration - Form templates and saving optionsPergunta 5: Correto What form view is displayed when a user clicks on a reference icon on a task form? Service Portal Self Service Metrics Sys_popup (Correto) Explicação On forms, the reference icon appears by populated reference fields. Clicking the icon opens a read-only preview of the referenced record. The preview remains open until you click somewhere else on the form. You can click 'Open to navigate to the referenced record. Sys_popup view of the form is displayed when a user clicks on a reference icon. If no sys_popup view is not defined for a table, the form's Default view will be used.Screenshot: Referenced record preview on a form IncidentPergunta 6: Correto (Tokyo) What rules work with existing Access Control rules (ACLs) to deny access to tables and records that do not match subject attributes? Data classification Data separation Data privacy Data filtration (Correto) Explicação You can use data filtration to control access to tables and records based on subject attributes when performing read queries. Data filtration is a separate form of access control designed to work along with the existing Access Control rules (ACLs) on your instance. Data filtration denies access to tables and records that do not match subject attributes defined by an administrator. Data filtration is designed to make auditing, reporting, and troubleshooting easier. Note 1: This is an optional feature that administrators can activate on their instance. Note 2: ACLs are evaluated after data filtration runs. ACLs work on the remaining rows that were not filtered out by data filtration. Data classification groups data by type, using pre-defined or user-defined classifications. Data privacy is used for data anonymisation to protect sensitive user data so that it is no longer considered regulated private information. Data separation is used to enforce absolute data segregation between business entities, so customers can only see the data they have permission to see.Screenshot 1: Example criteria input for all roles containing admin Role Filter Criteria New record * Name Admin role only Application Global Description users with the admin role can access Condition All of these conditions must be met Role contains admin OR AND or New Criteria Submit Screenshot 2: Example criteria condition using the Admins Only criteria input Subject Criteria Condition New record Label to use for this Decision condition * Label Admin role only Application Global All of the following conditions must be true, for this answer to be used Condition Add Filter Condition Add "OR" Clause Admin role only is true AND OR Submit Learn more here! Learning Domain: Database Management - Application/Access Control First introduced: Tokyo releasePergunta 7: Correto An update set is a group of configuration changes that can be moved from one instance to another; however, not everything is captured. Which of the following are automatically captured in an update set? Select 3 Answers from the below options. Schedules Roles (Correto) Views (Correto) Tasks Fields (Correto) Explicação An update set is a group of configuration changes that can be moved from one instance to another. This feature allows administrators to group a series of changes into a named set and then move them as a unit to other systems for testing or deployment. Process records such as Business Rules, Client Scripts, Fields, Forms and Form Sections, Report Definitions, Tables, Views, Roles, and Published Flows are captured in an update set. Data such as New Data Records, Modified Data Records, Tasks, Modified Cls, new Users and Groups, Schedules, Scheduled Jobs and Homepages (if not manually added) are not captured in an update set.Screenshot 1: Displaying the update set picker from the Developer tab in System Settings in UI16 servicenow Developer General is Application Global Show Theme C Set Accessibility Show update set picker header Logand Lists Page Inspector Forms Developer Diagnostics Email Homepages outbound Generator Administration Screenshot 2: Setting the application scope and the update set from the top banner in the Next Experience UI servicenow All Favorites History Update Sets Q Search update sets Sets Name Search Application scope: ITSM Worksp.. All System Update Sets Update set: (SN) Name Application State Update Sources Search Search Search Search Search Retrieved Update Sets In 2022-08-14 Update log Default Test App progress 23:28:57 Local Update Sets Application In 2022-08-12 Default syste Merge Update Sets Intake progress 02:27:32 Merge Completed Sets Service Operations 2022-06-18 Default Update Sets to Commit syste Workspace Alert progress 05:00:32 Mngmt Update Set Commit History In 2022-06-18 Default Pipeline syste progress 20:00:06 Benchmark In 2022-08-16 Default Common progress 18:56:39 ITSM In 2022-08-18 Default Workspace progress 16:56:37Screenshot 3: Accessing an update set record when a different application is current servicenow All Favorites History I Update Set Default Q Search Update SetsWhat represents a standard and shared set of service-related definitions across the products and platform that will provide prescriptive guidance on service modelling within the CMDB? Configuration Item (CI) Configuration Management System (CMS) Configuration Management Database (CMDB) Common Services Data Model (CSDM) (Correto) Explicação Common Services Data Model (CSDM) represents a standard and shared set of service-related definitions across the products and platform. The CSDM terms and definitions enable and support true service level reporting and provide prescriptive guidelines for service modelling within the ServiceNow Configuration Management Database (CMDB). The CSDM data model is a CMDB framework that supports multiple configuration strategies. The data model includes guidelines for using base system tables and relationships. Many ServiceNow products depend on data within this data model. You can use the CSDM as a blueprint to map your IT services to the ServiceNow platform. The CSDM is a CMDB -based framework that identifies where to place data for the products that you're using. Also, the CSDM is the standard for all ServiceNow products that use the CMDB. Following the CSDM framework ensures that the data your ServiceNow application requires maps correctly to the appropriate CMDB tables.Diagram: CSDM relationships From Relationship To Provided by Business Capability Business Application Provided by Business Capability Business Service Uses Business Application Information Object uses reference attribute Business Application Business Application Contains Business Application SDLC Component Optional Contains SDLC Component Application Service Consumes Business Application Application Service Depends on / sends Data To Application Service Application Service Depends on Application Service Application Runs on Application Infrastructure Cls uses reference attribute Technical Service Offering Contains Technical Service Offering Application Service Contains Technical Service Offering Dynamic CI Group Uses related list Dynamic CI Group Infrastructure Cls uses reference attribute Service Portfolio Business Service uses reference attribute Business Service Business Service Offering Depends on Business Service Offering Application Service Learn more here! Learning Domain: Database Management - CMDB and CSDMPergunta 9: Correto What dictionary attribute do you use to list all the columns you want visible on a reference field's drop-down list? ref_auto_completer ref_ac_order_by ref_ac_columns (Correto) ref_ac_columns_search Explicação ref_ac_columns attribute is used to list all the columns you want visible on a reference field's drop-down list on a task form. ref_ac_columns specifies the list of reference table columns to display. You should separate column names with a semi-colon. Here are some other dictionary attributes: ref_auto_completer specifies the name of the client-side JavaScript class that creates the drop-down auto-completion choices. ref_ac_columns_search enables auto-complete to match the text in the columns listed in the ref_ac_columns attribute. Set this attribute to true to allow the auto-complete to match the text in all reference field columns. By default (or when this attribute is false), auto-complete only matches the text in the display value column. ref_ac_order_by specifies the reference table column that sorts the auto- completion choices.Screenshot 1: The ref_ac_columns attribute on a reference field on the task table Favorites Dictionary Entry Search Dictionary Entry Contract View: Advanced* Update A dictionary entry manages how ServiceNow stores data in tables and fields (columns). For new dictionary entries, select a Table and the field Type of the new column. Also enter a column label, which becomes the field label, and the column name. If necessary, set a Max length for text String type fields, make the field Mandatory to save a record, and make the field a Display Value for reference fields so it appears on records that reference this More Info Table Task [task] Application Global Type Reference Active Column Contract Function field label Column contract Read only name Mandatory Display Alters the behavior of a field or functionality that depends on the field. More Info Attributes ter Screenshot 2: The Attributes related list for a dictionary entry that lists the 'Reference auto completer attribute Favorites Dictionary Entry Q SearchPergunta 10: Correto What are the advantages of a ticketing integration between a ServiceNow instance and a third-party system? Select 3 Answers from the below options. Transforming data for more uniform processing. (Correto) Synchronising the systems so that notifications can be triggered. (Correto) Tracking ticket activity for accurate reporting. (Correto) No requirement for a unique key between systems. Explicação An incident ticketing integration exchanges ticket data between your ServiceNow instance and a third-party system. The advantages of an incident ticketing integration include the following items: 1. Establishing a ticket number that provides a unique key between systems. 2. Synchronising the systems so that notifications can be triggered. 3. Transforming data for more uniform processing. 4. Tracking ticket activity for accurate reporting. The level of data and the direction of the exchanged data categorise the integration as uni-directional or bi-directional. In a uni-directional integration, a third-party system creates an incident ticket, passes data to your instance, and receives a ticket ID as confirmation. In a bi-directional integration, incident data is exchanged, synchronised, and updated while data is sent between the systems. For both integration types, a good practice is to implement a record-based log of the individual transactions for a given time period. If an outage occurs, a record-based log can tell you what data was exchanged, how it was transformed, when processing occurred, and if there were any errors. Record-based logs also allow you to run all the validation and transformation logic away from the main form, helping performance. Before implementing your project, develop an integration plan that defines all the implementation aspects and requirements. Developing the integration plan helps you review the current data, plan for future requirements, and identify and sequence project tasks.Diagram: Uni-directional ticketing integration using basic authentication System A Third Party system Firewall Inbound Message Response Ticket ID Basic Authentication Web Service Import Sets Destination Table Stores history of data received before Tickets are transformation created or System A updated in Incidents Incident Table Runs Web Service Transform Maps and Scripts Runs Business Rules System B Incidents Incident Stores history of Create tickets incident changes or updates and the change System X validated tickets requestor Incidents Learn more here! Learning Domain: Data Migration and IntegrationPergunta 11: Correto Which of the following business needs can be addressed by Flow Designer? Select 3 Answers from the below options. To orchestrate business processes across services with little (Correto) technical user knowledge. To integrate with 3rd party systems. (Correto) To reduce technical debt, such as reducing scripting to simplify (Correto) upgrades and deployments. To redevelop existing logic already built using the ServiceNow workflow editor. To enhance processes using a ServiceNow Instance that is running Jakarta or prior. Explicação Flow Designer can be used to: orchestrate business processes across services with little technical user knowledge, reduce technical debt, such as reducing scripting to simplify upgrades and deployments, and integrate with 3rd party systems. It is not suitable for existing logic already developed using the ServiceNow workflow editor and for the ServiceNow Instance running Jakarta or prior.Screenshot 1: Flow Designer now Flow Designer Flow Business process ap. Business process approval Active View 88 Test Deactivate Activate Save TRIGGER Data Collapse All Business Process Updated where (Life Cycle Stage changes and Life Cycle Stage Name is How variables Trigger Record Updated ACTIONS If Verify state 2. Ask For Approval 2 then Ask For Approval Update Business Process state 5 Else If . 3 € If Task approved Update Business Process state 4 then Update Business Process state Screenshot 2: Different view of the Flow Designer now Flow Designer Flow Business process Business process approval Active 83 Test Deactivate Activate Save a Search now Ask For Approval Task is approved false true Else If: Task is Rejected : false Update Business Process true state Update Business Process state 100% Learn more here! Learning Domain: Self-Service & Automation - Flow DesignerPergunta 12: Correto Which system property allows you to populate the recipients in the Bcc field when sending emails from a task? glide.notification.email.default_template_sys_id glide.ui.email_client.reply_to sn_portal_surveys.sp_survey.email_redirection (Correto) Explicação You can send email communications by populating the recipients in the Bcc field using the Default recipient location of emails for the Communication Tasks property You can define a communication channel for each communication task. The communication channel determines which mode of communication to use for the task when a plan is attached to it. The modes of communication available are email, SMS, conference, and Slack. The Recipient field is added to the Communication Channel definition - Email form. You can use this field to select where you want the recipients' list to be populated. Screenshot: The Default recipient location of emails for the Communication Tasks property now Favorites History Workspaces System Property Training Update Delete Task Communications Management application Suffix default email recipient field Application Task Communications Management Name comm default Description Default recipient location of for Communication Choices Type choice Value Private Write roles Learn more here! Learning Domain: Configuring Applications for Collaboration - NotificationsPergunta 13: Correto (Tokyo) End users without roles who visit a full platform URL are redirected to a portal. What is the default portal for new (zBoot) instances? Instance Security Center Employee Center (Correto) Knowledge Portal Service Workspace Portal Explicação For new (zBoot) instances, Employee Center is the default portal. For upgrade instances, Service Portal remains the default portal. End users without roles who visit a full platform URL are redirected to the Employee Center portal. Users without roles who access a URL with the /sp suffix are directed to Service Portal. ServiceNow Employee Center portal is a standard multi-department, dynamic portal for service delivery and employee engagement. Screenshot: ServiceNow Employee Center portal servicenow My Tasks My Requests IT How can we help? a Popular topics My active items 0 Tasks IT for IT 9+ Requests Surveys Learn more here! Learning Domains: Platform Overview and Navigation - The ServiceNow Instance Platform Overview and Navigation - ServiceNow Platform Overview First introduced: Tokyo releasePergunta 14: Correto Which of the following is NOT a group type in the base instance? survey incident (Correto) catalog itil Explicação You can use the 'Type' field to define categories of groups. Once defined, you can use these categories to filter assignment groups based on the group type using a reference qualifier. For example, when selecting an assignment group from the Incident form, 'Type' can be used to filter groups based on whether they are typically involved in the Incident management process. The following items are provided in the base system. The types catalog, itil, and survey. The reference qualifier on [task.assignment_group] filters on [Type] [equals] [null]. A reference qualifier called GetGroupFilter can filter for group types using dynamic filters. Note 1: Dictionary overrides allow administrators to filter for a group type on an extended table with a simple reference qualifier override. Note 2: You can define new group types (e.g. incident) on the table and assign them to the related groups.Screenshot 1: Example of a Group with an itil Type Favorites History Workspaces Admin Group CAB Approval Q SearchPergunta 15: Correto (Tokyo) What feature is added for tasks to give users safer and more secure access to the reports on the dashboards? A form UI action to auto-generate reports report_user , role to be contained by the itil role UI policy actions to make fields 'Visible' report_view , access control lists (Correto) 'Elevate role' option for dashboard_admi n' Explicação report_view access control lists (ACLs) are active for new and upgraded customers starting with the Tokyo release. This feature is added for the incidents and incident tasks to give users safer and more secure access to the reports on the dashboards. The report_view operation is a record-type access control list (ACL) that restricts access to reports. Only users with one of the required roles can view reports containing the restricted resource. There are two kinds of report_view access control lists (ACLs): report_view table ACLs and report_view field ACLs. report_view table ACLs prevent users from viewing report content based on the table specified in the ACL. report_view field ACLs prevent users from viewing reports that use the field specified in the ACL in the group by row, column or aggregation.Screenshot: List of report_view Access Controls on the Incident table Favorites History Admin Business Rules Search Configurations for incident Business Rules (82) Client Scripts (27) Dictionary Entries (107) Dictionary Entry Overrides (9) Notifications (28) UI Actions (71) Access Controls (6) UI Policies (18) Data Policies (1) Styles (16) View Rules Flows (1) Name Search Actions on selected rows... New All Name Name starts with Name - incident Name starts with incident. Name task Name starts with task. Operation report view Name Operation Type Active Updated by Updated incident report_view record true system 2022-03-18 14:44:56 incident report_view record true system 2022-03-18 14:43:45 report_view record true system 2022-03-18 14:44:53 taken report_view record true maint 2022-02-11 18:03:46 incident.work_notes report_view record true system 2022-03-18 14:44:56 incident.work_notes_list report_view record true system 2022-03-18 14:44:56 1 to of 6 Learn more here! Learning Domains: Database Management - Application/Access Control Configuring Applications for Collaboration - Reporting, Dashboards, and Performance Analytics Configuring Applications for Collaboration - Task Management First introduced: Tokyo releasePergunta 16: Correto What do you use to set values for the mandatory fields that are not in the import spreadsheet? For example, when data is imported into the Choice table for Categories and Subcategories. Coalesce Target field Map Source script (Correto) Explicação You can map fields in several ways depending on the import circumstances and whether data must be transformed before loading onto a production table. It is also important to note that any import operation may require taking advantage of multiple mapping methods. These methods can be readily used in conjunction with one another. When data is imported into the Choice table, each field must be set. If the import spreadsheet contains only columns for Category and Subcategory, other fields must be populated using a Source Script to set values. Source script is also used to set values for the mandatory fields that are not in the import spreadsheet (e.g. when data is imported into the Choice table for Categories and Subcategories). You may want to use a source script instead of the Source field when: The source value is not in the format for the mapped target value. You want to look up a value before mapping to the target field. The source value must be computed from multiple fields. You need to create a compounded or calculated coalesce value in the target field.Screenshot 1: Example of using Source Script in a Field Map record as part of the import process Field Map New record Map Services to Server Relatio Application Global Source table CMDB [u_ cmdb Target table Choice action create Target field Type Use source script Referenced value field name Coalesce Coalesce empty fields Coalesce case sensitive Source script ? answer transformEntry(source) 2 3 return return the value to be put into the target Screenshot 2: Example of a source script that computes the value of the user_name field when it is blank in the source Field Map Update Delete Source table: User Target table: User Map: User Target field: User ID Use source script: Coalesce Source script: if answer = source.first_name source.last_name; else answer = source.user_name; Update Delete Learn more about: Field map script variables Source script as a mapping option Learning Domain: Database Management - Importing DataPergunta 17: Correto How does ServiceNow process an inbound email with a watermark of an existing record? Updates the existing task according to the action's script. (Correto) Clears all the values in the existing task and overwrites the new values. Ignores the email since the task already exists. Creates a copy of the existing task and makes it a child record. Explicação If the email has a watermark of an existing task, an inbound email action updates the existing task according to the action's script. By default, if an email has no identifiable watermark, an inbound email action attempts to create a task from the message. You can define an inbound email action to script how the system responds to an inbound email. Note: Inbound email flows take priority over inbound email actions. If you create flows with inbound email triggers, emails are first processed by the inbound email triggers before inbound email actions process them. Inbound email actions are similar to business rules: both use conditions and scripts that take action on a target table. An inbound email action checks the email for a watermark that associates it with a task and checks for other conditions. If the conditions are met, the system takes the inbound email action that you configure. The system can take two types of actions: Record action: setting a value for a field in the target table. Email reply: sending an email back to the source that triggered the action.Image: Inbound Actions Inbound actions now. exl@domain.com ex2@domain.com ex3@domain.com ex4@domain.com POP3/IMAP account ServiceNow Instance New/Reply/Forward Incident Change Problem Request Item Approval . Create/Update Update change . Update problem Update request item incident approval Learn more here! Learning Domain: Configuring Applications for Collaboration - Task ManagementPergunta 18: Correto (Tokyo) What can agents do with the Sidebar feature in the Next Experience UI? Select 2 Answers from the below options. Broadcast a text message or initiate a conference call with other agents. Create, open and search for discussions about their work. (Correto) Communicate with the caller/requester directly. Have real-time collaboration with others from a Workspace (Correto) interaction-based record. Integrate with other Workspaces to display related records. Explicação You can create Sidebar discussions on interaction records from Next Experience's Core UI. Using Sidebar, agents can have real-time collaboration with others based around a Workspace task-based or interaction-based record. This allows agents to create, open, and search for discussions about their work. These Sidebar discussions facilitate the exchange of information and knowledge to help resolve issues faster and with higher- quality outcomes. An agent can initiate a group discussion from a task-based record or interaction-based record. The agent enters preliminary information and context for the discussion and adds subject matter experts to help. Note: It is not a best practice to communicate with the caller/requester via the Sidebar discussion.Screenshot 1: Starting a Sidebar discussion from an Interaction record servicer Start a Sidebar discussion X Intera ecord IMS00 Subject * Number User has access issue Type Add participants * State Andrew Och Beth Anglin Short Include a brief message for participants description Can you check this out? Work notes Cancel Start discussion Screenshot 2: Using the Sidebar discussion on an Interaction record to engage other agents servicenow All Favorites History Q Interaction Discuss Update End Chat Associate Record IMS0000002 Number IMS0000002 Opened User has access issue Type Chat Assigned to State Work Progress IMS0000002 Short description User has access User has access issue State to Work notes Work notes in Progress Ali Saghaeian Open record All Saghaeian am 5 Can you check this out? This Ali Saghaeian added 2 participants to the discussion Reviewing user access! Assigned t Saghaelan was & Learn more here! Learning Domain: Instance Configuration - Common user interfaces in the Platform First introduced: Tokyo releasePergunta 19: Correto (Tokyo) What details can you find in the import set record after running an import? Select 3 Answers from the below options. Import Set API Import Log (Correto) Import Maps Import Set Runs (Correto) Concurrent Import Sets Import Set Rows (Correto) Explicação You can view detailed information about import set runs, individual rows in the import set, and import logs. There are two ways to run or process an import set: 1. Robust import set transformers: Separate the transform and processing functions, providing a more flexible alternative to transform maps. 2. Transform maps: Legacy method to map data from an import set staging table to a single target table. After running the import, you can view the import history by navigating to the Import Set record and checking the tabs below the Related Links section: The Import Set Runs tab provides details about individual imports. The Import Set Rows tab provides details about rows included in the import set run. The Import Log tab displays the logs for the import set. It shows when each log was created, its level, the log message, and the source of the log. Note: For imports using a robust import set transformer, you can view additional details by running the import in verbose mode.Screenshot 1: Import set runs for a completed import with a robust import set transformer Update Created State Processed Load completed 2022 Computers Update Related Links Started Started Completed Total Updates Processed Skipped Errors Robust Transformer Complete 3 6 3 (empty) Computer Transformer Screenshot 2: Import set rows for the three rows included in the import Delete Created 2022 State Processed 2022 Datasource Computers Update Delete Related Links Created Actions Created 2 Learn more about: Import run details Import logs Robust Import Set Transformers Transform maps Learning Domain: Database Management - Importing Data First introduced: Tokyo releasePergunta 20: Correto Which of the following is a way to add an application to a ServiceNow instance for development? Select 2 Answers from the below options. Use the Create Application module to create an application. Use Application Cross-Scope Access to load an application. Use the ServiceNow Store to load an application. Use Studio to import an application from source control. (Correto) Use the Guided App Creator to create an application. (Correto) Explicação ServiceNow Studio provides an Integrated Development Environment (IDE)-like interface for application developers to work on custom applications in one centralised location. It offers a simple way to create, review, and update application files from a tabbed environment. The system opens Studio whenever you edit a custom application. Guided Application Creator is an intuitive development interface for building applications on the Now Platform. It provides a step-by-step process to guide you through your initial application construction. You can launch Guided App Creator from Studio or by opening System Applications > My Company Applications and clicking the Create new button to create an application. You can also use Studio to import an application from source control. Note: Applications loaded from the ServiceNow Store are installed to the instance, not loaded for development.Screenshot 1: Different sections of the ServiceNow Studio Header app table Application Content Explorer Table frame Columns Controls Application Sample Table Columns Dictionary Max length Default value Class Status Bar Screenshot 2: Designing an application form in Studio STUDIO File Source Control Window Search Saghaeian Create Application File Code Explorer Workspace Outage Forms Outage Operations Workspace| Outage |cmdb outage| Service Operations Form Design List Layouts Configuration Item Operations Fields Field Types Computer Operations Column server operations Short Service Operations Knowledge Feedback Knowledge Operations Workspa Created Related Lists Created by Service Operations Number Task number Server Development Details Type Domain Domain Path Begin End SOWCommonUtils Message Duration Updated Updated by Learn more about: ServiceNow Studio Guided Application Creator Learning Domains: Instance Configuration - Installing applications and plugins Data Migration and Integration - Scripting in ServiceNowPergunta 21: Correto The VIP value for a user is set to true on the [ sys_user ] table. The user is listed as the Caller of an incident. Which of the following statements are true in a baseline platform configuration? Select 2 Answers from the below options. The SLA workflow conditions for VIP trigger additional notifications to the manager of the Assignment group. The user's name is shown in red in the Caller field. (Correto) The priority field calculation is adjusted to increase Priority by 1. A 'VIP' decoration is displayed next to the Caller field. (Correto) Explicação You can view the callers with VIP status on the incident records list view and the incident form. Organisations commonly designate VIP status in the user record for some of their VIP users. The user record is automatically checked for VIP status when a caller is assigned to an incident. If the Caller is a VIP caller, an icon appears beside the Caller's name in the list view or the caller field in the form view. By default, the Caller's name will turn red, and a VIP icon will appear next to the Caller field when a user has the VIP field set to true on their User [ sys_user ] record.Screenshot 1: The VIP status of the Caller on the Incident list view (Next Experience UI) Favorites History Incidents a Search Incidents Number Search Actions on selected rows... New All true Number Caller Short description State Priority Category Assignn INC0008111 ATF Test1 New 5 Planning Help (empty) Saghaeian INC0008001 survey user ATF:TEST2 New 5 Planning Inquiry/Help (empty) Employee payroll INC0007001 David Miller application server is New Critical Hardware Opensp down. Unable to access the Problem personal details INC0001990 On Hold 5 Planning Inquiry/Help (empty) CoordinatorATF section in payroll portal Unable to access team INC0000059 Rick Berzle New Moderate Inquiry / Help (empty) file share Performance problems INC0000058 Bow New 5 Planning (empty) with email Ruggeri Performance problems INC0000057 Bertie Luby New 5 Planning Inquiry Help (empty) with wifi Screenshot 2: The VIP status of the Caller on the Incident list view (UI16) Incidents New Search Number Search true a Number = Opened Short description Caller Priority State Category Assignment group Assigned to Updated by 2018-02-07 Planning New Help 06:27:10 service 06:27:27 2018-02-07 INC0010034 Hardware Planning New Help (empty) (empty) admin 2018-02-07 New Inquiry (empty) (empty) admin 05:46:43 2015-01-20 Network shares 2019-06-18 Critical Network admin Wireless access down Critical in admin 15:07:30 my 2015-08-12 Need Critical OnHold Database (empty) admin 10:08:24 for West 07:47:36 client Critical Progress Software Software admin 15:38:46 12:50:33Screenshot 3: The VIP status of the Caller on the Incident form (Next Experience UI) Favorites Search Incident Update Resolve Delete INC0008111 Number NC0008111 Channel None * Caller Ali Saghaeian State New Category Inquiry Help Impact 3 -Low Subcategory None Urgency 3 Low Service Priority 5 Planning Service a Assignment offering group Configuration a Assigned to item Short ATF Test1 description Screenshot 4: The VIP status of the Caller on the Incident form (UI16)Pergunta 22: Correto When using Manage Developers, what deployment permissions can be assigned to a group or user for a specific application? Select 3 Answers from the below options. Flow Designer Publish to App Store (Correto) Upgrade App (Correto) Manage Update Set (Correto) Integrations Explicação Administrators can use Manage Developers to assign one or more developer and deployment permissions to a group or user for a specific application. These permissions designate the particular actions the assigned user can perform for the application. Upgrade App, Publish to App Store and Manage Update Set are some deployment permissions that can be assigned to a group or user for a specific application when using Manage Developers. For example, you might grant permissions that enable users to upgrade the application and publish to the application repository and ServiceNow Store but prevent publishing to an update set.Screenshot: Delegated development and deployment Developers Groups Permissions for Abel Tuter Developer Name Application Management Abel Tuter AT Allow All File Types, Manage ACLs & Ro Delete Application Source Control File Type Access Process All File Types Automation Designer Integrations Reporting Decision Tables Mobile Studio UI Builder Workflow Service Catalog Service Portal Flow Designer Tables Forms Security Entitlement Manage ACLs & Roles Programming Tools Allow Scripting Deployment Upgrade App Publish To App Repo Publish To App Store Cancel Save Learn more here! Learning Domain: Data Migration and Integration - Scripting in ServiceNowPergunta 23: Correto What minimum role is required to subscribe to or unsubscribe from a Configuration Item? ecmdb_admin itil_admin cmdb_read (Correto) itil Explicação cmdb_read is the minimum role required to subscribe or unsubscribe a CI. cmdb_read is contained by other roles listed in the options and is the minimum required role. Please note that reading CMDB tables requires the cmdb_read role; however, accessing the Configuration module requires the asset, itil, or itil_admin role. Table: CMDB platform roles Create CI Update CI Read CI Delete CI Associate CI to an active task Associate CI to new or existing CR Subscribe and unsubscribe Create new CI class Manage CI attributes Maintain suggested relationships Identify and reconcile Cls Import ClsScreenshot: The cmdb_read role record shows a list of other roles that contain it Favorites Role cmdb_read Search Role cmdb_read Update Delete Description Role required to read data from CMDB hierarchy Update Delete Related Links Run Point Scan Contains Roles Contained By (5) Applications with Role (1) Modules with Role Role Subscription Attributes Custom Tables Subscribed Users for text Search Actions on selected rows... New Edit.. Contains cmdb_read Role Name contains itil Role Name contains cmdb Role itil itil_admin Learn more here! Learning Domain: Database Management - CMDB and CSDMPergunta 24: Correto What happens if you select Publish when creating knowledge articles manually or by import? The articles are sent for review. The articles are automatically moved to a Published state. The articles are sent for approval. It triggers the publish workflow assigned to the knowledge base. (Correto) Explicação You must have contribute access to the knowledge base that stores the knowledge article you want to publish. When creating articles manually or by import, selecting Publish will trigger the publish workflow assigned to the knowledge base. This may mean the article is automatically moved to a Published state, or it may first require approval(s). Note: If you define a scheduled publish date for a knowledge article, it is published on that date depending on the following workflow settings of its knowledge base: If the knowledge base workflow is set to - Instant Publish', the knowledge article is automatically published on the scheduled publish date. f the knowledge base workflow is set to - Approval Publish', the knowledge article is published on approval completion.Screenshot 1: Selecting the Submit button on a newly created Knowledge Article saves it in Favorites History Workspaces Admin Q Search Knowledge Number Search New Draft Review Workflow Scheduled for publish Number Version Short description Author Category Updated Draft Review (Pending not Scheduled for publish 0.01 How address Published 2022-00-15 22:55:16 (Pending not (Pending has not KB0010001 0.01 How to with shift held down 2022-07-10 0.01 Wireless Laptop 20:41:01 0.01 How can secure my And old device? Wayne Google 17 20:41:01 Screenshot 2: Selecting the Publish button on a Knowledge Article moved it to based on the out-of-the-box workflow Favorites History Workspaces Admin Knowledge-KB0010002v0.02 Search KnowledgePergunta 25: Correto At what point is the resolution SLA escalated to the task assignee's manager with automatic notification for the first time? Never At 100% time elapsed At 50% time elapsed At 75% time elapsed (Correto) Explicação SLA can use flow actions or workflows to send notifications. The default workflow available with the Service level management plugin is SLA Workflow', and the default flow is 'Default SLA flow'. The 'Default SLA and the 'Default SLA create the events that send notifications. For example, it creates an event to send a notification to the user assigned to a task, such as an incident, when the task SLA reaches 50% of its allotted time. The SLA Notification and Escalation flow/Workflow create the events that send notifications. When a task reaches 50% of its allotted SLA duration, a notification is sent to the assignee and the user listed in the 'Supported by' field on the configuration item. At 75% and 100%, a notification is sent to the assignee and the assignee's manager. So, notifications are automatically sent at the following times during the resolution SLA: 1. At 50% of time elapsed, to the current Assigned to and CI Supported by the user. 2. At 75% of time elapsed, to the current Assigned to and assignee's manager. 3. At 100% time elapsed, to the current Assigned to and assignee's manager.Screenshot: Example of an SLA notification that is breached and escalated to the assignee's manager now Learn more about workflows for SLA here! Learn more about flows for SLA here! Learning Domain: Configuring Applications for Collaboration - Task ManagementPergunta 26: Correto What are the three different request methods in the Service Catalogue? Select 3 Answers from the below options. Request (Correto) Order (Correto) Wish List Submit (Correto) Save Explicação Here are the three different request methods in Service Catalogue: 1. Order 2. Request 3. Submit Order is the default method that displays the confirmation dialogue box, and the delivery information is editable. The Request method displays the confirmation dialogue box but not the delivery information. The Submit method does not display the confirmation dialogue box or the delivery information.