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Mock Test 4 V2 - ServiceNow Certified System Administrator (CSA) Additional Test1 Pergunta 1: Correto What HTTP request methods can be used in place of GET methods to return a response without a response body? HEAD (Correto) PATCH PUT POST Explicação The ServiceNow REST API supports various headers. Some headers are mandatory for specific endpoints and HTTP methods. Supported HTTP request methods GET DELETE HEAD PATCH POST PUT HEAD methods can be used in place of GET methods to return a response without a response body. HEAD operation requires only the Accept header. [-] Request Method GET URL http://www.example.com * SEND GET Body DELETE Reque HEAD PATCH POST Home PUT Back to top Learn more here!Pergunta 2: Correto Which of the following can you do when creating a service catalogue variable? Select 3 Answers from the below options. Make a question choice inactive. (Correto) Make a group of CheckBox variables mandatory in the Service (Correto) Portal. Make a variable read-only or hide it while defining the variable. (Correto) Make a question choice reusable, among other questions in the same catalogue item. Explicação You can perform the following actions when creating a service catalogue variable: Make a variable read-only or hide it while defining the variable. Make a question choice inactive. Make a group of CheckBox variables mandatory in the Service Portal. You can only associate a question choice to a single question in a catalogue item.Screenshot 1: Making a question choice inactive when creating the choice for a variable D aPergunta 3: Correto What plugin does need to be activated to onboard a large volume of external users to a custom application in your instance? User Registration Request (com.snc.user_registration) External User Self-Registration (Correto) External User Registration (sn_ext_usr_reg) Integrations - External Authentication Framework Explicação Use external user self-registration to onboard a large volume of external users to your instance. This feature enhances identity verification to improve customer experiences and supports commonly used registration flows. External user self-registration enables a large group of users to register to a ServiceNow app without an administrator's help. A self-registration flow consists of a custom ServiceNow app. After configuring an app with necessary tables, an administrator would configure the registration, including a pre- registration flow, field mapping, post-registration mapping, captcha, role mapping and post-registration flow.Screenshot: Example of a public login page with an option to self-register Welcome to the Service Portal Log in to order things, get help or report an issue User name Password Forgot Password ? Login Don't have an account? Register Learn more here!Pergunta 4: Correto What actions can you do with Flow Designer? Select 3 Answers from the below options. Test a flow, subflow, or action in the background. (Correto) Duplicate an action or subflow within a flow. (Correto) Define when the flow is performed. Look up and delete multiple existing records as a single action. (Correto) Explicação With Flow Designer, you can look up and delete multiple existing records as a single action, duplicate an action or subflow within a flow and test a flow, subflow, or action in the background. 'Delete Multiple Records step' allows you to look up and delete multiple existing records as a single action. Using this action removes the need to separately look up a list of records and then delete the list with For Each flow logic. Use the 'Run test in background' option to test a flow, subflow, or action asynchronously in the background. Testing a flow bypasses the flow trigger conditions to run it with sample data, which you provide-for example, testing a flow with a record 'Created' trigger causes the system to act as if the selected record was created. Please note that with Flow Designer, you cannot define when the flow is performed.Screenshot 1: Running a test in the background in Flow Designer Flow Test Flow X before Record Select SLA Task Cancel Create Event Record For where Create Event Record Record Screenshot 2: Duplicating Action in Flow Designer Flow Designer FLOW SLA Flow Indident Communication Task Published Application Data ACTIONS OR Status Task SLA where For Condition (Has Record where Record Create T + add Condition I Screenshot 3: Deleting multiple existing records as a single Action in Flow Designer 1. Delete Multiple Records step Delete Multiple Records new Data Input Table Catalog Item cat Delete Multiple Records step Conditions All of these conditions must be met Count Integer tags have discontinued OR AND Status Choice or Error Message String New Criteria Output Order by Name Sort Type a for Run Business Rules > and Wor fail on error Learn more here!Pergunta 5: Correto What type of notification allows users to know when knowledge articles will expire? Self-service notifications Email notifications (Correto) Virtual Agent notifications SMS Explicação The email notifications for expiring knowledge articles are available when the administrator activates the Knowledge Management Core plugin (com.glideapp.knowledge) and sets the value of the glide.knowman.enable_article_expiry_notification property to true. By default, the property value is set to false. On the first day of each month, the application sends an email notification to a list of authorised recipients to remind them about articles scheduled to expire in the next month. The user can then determine whether to extend the Valid to date to continue providing access to the article.Screenshot 1: KB Article Expiry Warning Event D Global Event RegistrationPergunta 6: Correto What are the benefits of using Multisource CMDB? Select 3 Answers from the below options. Complicate data management and data quality by querying on Multisource CMDB data. Visualise the source of attribute values for each discovery source (Correto) and at the attribute level. Control CI updates at the discovery source and CI attribute level. (Correto) Revert CMDB data integration from a specific discovery source, (Correto) Explicação Some of the benefits of using Multisource CMDB are: 1. Control CI updates at the discovery source and CI attribute level. 2. Visualise discovery sources of attribute values at the attribute level. 3. Modify reconciliation rules and then recompute CMDB data, reflecting the updated reconciliation rules. 4. Revert CMDB data integration from a specific discovery source if, for example, you realize that the discovery source is not reliable. Recompute CI attribute values while excluding the discovery source that you want to ignore. 5. Validate a discovery source by comparing its data to data from other discovery sources, which are known to be valid. 6. Improve data management, data quality, and operational insights by querying Multisource CMDB data. Use the Multisource Report Builder to create queries for Multisource CMDB records, discovery sources, and CI records.Example of multiple sources of automated discovery updating the ServiceNow CMDB Automated Top-down Discovery Service Mapping 3rd Party CI Source CI Reconciliation SN CMDB API 3rd Party CI Source X Horizontal Discovery X X Infrastructure Discovery & Mapping Learn more here!Pergunta 7: Correto Which of the following is NOT a limitation of Virtual Agent Lite? You can't create new topics, topic blocks, and custom controls. Only keyword-based conversations run in Virtual Agent Lite. Access to Virtual Agent tables is read-only. Virtual Agent Lite topics can be run in custom chat channels. (Correto) Explicação Virtual Agent Lite has the following limitations: 1. Access to Virtual Agent tables is read-only, 2. Virtual Agent Lite topics cannot be run in any custom chat channels, 3. You can't create new topics, topic blocks, and custom controls, and 4. Only keyword-based conversations run in Virtual Agent Lite. ManagementPergunta 8: Correto Which module allows you to customise your instances' banner image, browser tab title and background colour? Reports > Administration > Color Definition System Properties > Basic Configuration UI16 (Correto) System UI > UI Pages > Branding Conversational Interfaces > Branding and Chat Menu Now Experience Framework > Themes Service Portal > Headers & Footers Explicação You can use the Basic Configuration UI16 module to brand your instance with your company logo and colours and set basic system defaults. This place is the best starting point if you set up your instance for the first time or have recently enabled To do this, you can navigate to System Properties > Basic Configuration UI16 and complete the configuration by changing any of the following settings: Browser tab title: You can change the text that appears on the browser tab. Banner image for UI16: You can click + next to the image and upload your logo. Header background colour: You can select or enter the colour. This colour is also used in the theme preview on the Themes tab under system settings. Navigation selected tab background colour: You can select or enter the colour. Banner text colour: You can select or enter the colour. This colour is also used in the theme preview on the Themes tab under system settings. And many more.Screenshot: Navigating to the Basic Configuration UI16 to update some settings Training Y System Configuration Tailor the look of the page top banner text / logo / color Set the timezone, date, and time formats Page header caption System Properties Basic Configuration UI16 Training Browser tab title ServiceNow Training System timezone for all users unless overridden in the user's record Australia/Sydney Configure available time zones Banner image for UI16 + Date format MM/dd/yyyy Time format HH:mm:ss (24 hour) Header background color #293e40 Learn more here! Pergunta 9: Correto What application allows you to create or edit a catalogue item using a visual and guided experience along with specified restrictions? Flow Designer Process Automation Designer Maintain Items Catalog Builder (Correto)Explicação You can create or edit a catalogue item (catalogue item or record producer) using a visual and guided experience along with specified restrictions. The catalog builder experience enables you to delegate the creation and maintenance of the catalogue. You can also create a template that you can use to create catalogue items. While creating the template, you can specify values or restrictions for items created using the template, for example, restrictions to catalogues, categories, variable types, and portal settings. Process Automation Designer is not used to create or edit a catalogue item. Other options in the question do not provide a guided experience. Screenshot 1: Opening a catalogue item in the Catalog Builder now Catalog Catalog templates Catalog items Y Edit Details Name Catalogs Category State Updated info Service 02/03/2021 Service Services 02/03/2021 Security Access Management 02/03/2021 File Service 01/24/2021 01/24/2021 01/24/2021 Destination Service 01/24/2021 Service 01/24/2021 Table Agent Service 01/24/2021 using 01/24/2021 Location Need Consumer Support Catalogs 2 3 page Screenshot 2: Inserting a new question for a catalogue item in the Catalog Builder now How can I help you? Preview Questions What info do you need? Destination that to Location question and Questions Question Settings questions to your how questions Access Single column Type and Submit container Please briefly describe your Learn more here!Pergunta 10: Correto Where in the Flow Designer can you find information about the actions you add to a flow? Help Panel (Correto) Flow Assistant Virtual Agent Help Connect Support Explicação You can find help for building flows and actions, using flow logic, and working with data directly in the Flow Designer help panel. You can access help information for actions right when you add them to your flow. You will see help topics that you can select and browse for more information about building flows and actions, working with data, and setting up IntegrationHub spokes. The help panel opens with information about the action and how to use the action's inputs and outputs in your flow. If no help content is available for your selected action, then the panel displays 'No help content found for:' and the action's name. Screenshot: Opening the Help Panel to access help information for Flow Designer actions now Flow Designer Toggle the Help Flow Flow Flow flow + Help Auto Close Resolve Admin Admin Deployment Approval Flow Active Properties Test Executions Building with running TRIGGER Adding trigger to Deployment Request Created or where is Pending and conditions when your ACTIONS Using actions in a flow 8 work Deployment Request Record 2 Publish Application Using in a and to provide 3 Do the following Working with flow logic Use logic to control when and 4 Get Execution Tracker Progress Building actions to and Status in Adding spokes Application With to Flow Designer to Learn more here!Pergunta 11: Correto What service catalogue variables should be avoided in the Flow Designer for optimal performance? Masked variables (Correto) Flow Service Catalog variables Multi-row variable sets Single-row variable sets Explicação For optimal performance, avoid selecting Masked variables in Flow Designer. Note that masked variables might be present in a single-row or a multi-row variable set. Screenshot: Getting service catalogue variables in the Flow Designer Action Get Catalog Variables Requested Trigger Requested Item Record Use the following to generate outputs use in the Template Catalog Rem - Run Period Forecast Report a Catalog Variables Available Selected No available values planned fiscal year period fiscal period 2 last_updated > Delete Cancel Done Learn more here!Pergunta 12: Correto Which of the following features allows you to update multiple records simultaneously? Select 2 Answers from the below options. Bulk Record Update Update Selected Action (Correto) Form Designer Field Update Action List Editor (Correto) List Control Explicação You can edit more than one record simultaneously using the list editor or an editing form. The list editor allows you to edit field values directly from a list without navigating to a form. You can edit multiple records at the same time using the list editor. The list editor is the quickest method to update a single field on multiple records to have the same value. You can edit multiple records at the same time using an editing form. If you want to edit multiple fields or fields that do not appear in the list view, use an editing form. You can update selected records by right-clicking any column header and selecting the Update Selected action (in List v2) or update all records in the list by choosing Update All.Screenshot 1: Updating the category field on multiple Incidents using the List Editor D Global Incidents New Search Assignment Y group Name a = Number Opened = Short description = Caller = Priority = State = Category = Assignment group = Assigned to = Updated Updated by Search Search Search Search Search Search Search Search Search 04/03/2020 EMAIL 06/22/2020 Inquiry 03/05/2020 Critical admin 07:25:29 when Johnson 10:08:05 - 03/08/2020 my 06/22/2020 last update admin 03/24/2020 01/08/2021 06/22/2020 Moderate Inquiry Help Software 06:53:18 06/01/2020 01/08/2021 3-Moderate 08:04:15 12:58:45 06/01/2020 SAP 06/22/2020 Software SAP Accounting 06/01/2020 06/15/2020 Software 06:48:40 Software system down 06/01/2020 The 06/22/2020 INC0000053 Inquiry Help admin accessible Screenshot 2: Updating multiple Incidents using the Update Selected action D Global Incidents New Search Number Search 44 group Name Software a Short description Priority State Category Assignment Assigned to Updated Updated by Search Search Search Search Show print 06/22/2020 All > involved admin Chart 06/22/2020 Launch Optimization like 06/22/2020 Software admin Configure 05:53:47 1 Import SAP 01/08/2021 admin Export 12:59:00 01/08/2021 Software admin Update All > Application Files 06/22/2020 email admin 05:51:52 1 access SAP 06/22/2020 Show Software application 05:40:45 Learn more about the list editor here! Learn more about the editing form here!Pergunta 13: Correto How is the content of the email notification for expiring knowledge articles determined? Authors of the expiring knowledge articles Number of articles expiring in the coming month (Correto) Notification preference of the email recipients Valid to date of the expired knowledge articles Explicação The email notifications for expiring knowledge articles are available when the value of the glide.knowman.enable_article_expiry_notification property is set to true. The content of the email notification is determined by the number of articles expiring in the coming month: 1. Up to 10 - The email notification includes a list of article links displayed in a tabular format and arranged in ascending order by their Valid to date. Clicking a link opens the article in Now Platform. 2. More than 10 - The email notification includes a View the list of expiring articles link, which, when accessed, opens a list in Now Platform of all articles expiring in the next month. Screenshot: KB Article Expiry Warning Notification Learn more here!Pergunta 14: Correto What variable type can be only used once in a catalogue item? Masked Requested For (Correto) Rich Text Label Macro Explicação A Catalogue Item cannot include multiple Requested For variables. You can request a catalogue item on behalf of another user or multiple users using the Requested For variable. To support submitting a request for multiple users, you can configure the Requested For variable of a catalogue item to have the Also request for field is displayed for that item in Service Portal. Screenshot: Use of Requested For variable in a sample catalogue item Home > Request Lab Access Search Request Lab Access Request Requested For Abel Tuter Also request for Bart Hachey Caitlin Reiniger Damion Matkin * Date/Time 2020-07-30 09:00:00 Duration Hours 4 0 0 Learn more here!Pergunta 15: Correto Which template can be created and saved for use as outputs in Flow Designer steps or actions? Flow roles Complex objects (Correto) Value map functions Legacy action numbering Explicação In Flow Designer, you can save complex objects as templates for use as outputs in steps or actions. Complex Object Templates displays templates for complex objects that you can use in flows with IntegrationHub integrations. Screenshot: List of Flow Designer Complex Object Templates Training Default Global Ali ? Y Complex Object Flow Designer Complex Object Templates New Search for text Search 44 1 to of Active true Process Automation Template Name Template Label Active Template Schema Application Flow Administration Search Search =true Search Search Complex Object Templates complex Object Complex true Global to of Learn more here!Pergunta 16: Correto What does a lane represent in your overall business process in Process Automation Designer? An activity A step A state A stage (Correto) Explicação In Process Automation Designer, an activity represents one step in your overall business process. You can sequence many activities together in a lane, which represents one stage in your process. A lane represents one stage in your business process. Use lanes to sequence process activities in an order that makes sense for your cross- enterprise workflow. A lane is made up of many sequenced activities that are grouped logically. In the Process Automation Designer design environment, you can add a lane to your process by clicking + Add new lane. Screenshot: Creating lanes as business process stages in Process Automation Designer now Designer processes Process Application ) PLAN ) TEST REVIEW am REVIEW an the review stage process Cancel Save Learn more here!Pergunta 17: Correto What variable type should be used for the requester when requesting a catalogue item on behalf of another user? Requested For (Correto) Lookup Select Box List Collector Single Line Text Explicação You can request a catalogue item on behalf of another user or multiple users using the Requested For variable. Delegated request experience comprises the following entities: Requested For variable for a catalogue item. Requested For field on a requested item (RITM) Note: The form views, list views, and email notifications are not updated to reflect the Requested For field on a RITM. Requested For: Before submitting a catalogue item request, this variable helps you specify to who this request can be submitted for. You should specify this information while answering catalogue item questions. Important: You can only specify users from the User [sys_user] table. If you don't specify the default value for this variable, the currently logged-in user requesting the item is considered the default Requested For variable value. You can submit the request for a user based on access to a catalogue item. The catalogue item's Access Type field can be used to specify if a request can be submitted for a user who does not have access to the catalogue item. Using the Enable also request for field of the Requested For variable, you can request a catalogue item for different users under one request.Important: You can add this variable to a catalogue item or variable set. However, when submitting the request, a catalogue item can have only one Requested For variable. You can add only one Requested For variable for a variable set. This variable is not supported in a multi-row variable set. After the request is submitted, this variable value is visible in the variable editor and variable summarizer. Screenshot: Requested For variable on a catalogue item on the Service Portal Requested For Abraham Lincoln Also request for Abel Tuter (Architect) abel.tuter@example.com Adam Ringle adam.ringle@acme.com Adela Cervantsz (SAFe Portfolio Manager) adela.cervantsz@example.com Aileen Mottern (Program Magaer) aileen.mottern@example.com Akio Tanaka (vp it operations) akio.tanaka@example.com Alejandra Prenatt Alejandro Mascall Learn more here!Pergunta 18: Correto What type of traffic can you apply an IP access control to your instance? Select 3 Answers from the below options. Bidirectional (Correto) Outbound (Correto) ServiceNow Internal Inbound (Correto) Explicação Apply an IP access control to outbound traffic, inbound traffic, or bidirectional traffic. The system only blocks an IP address if a matching Deny rule exists and no matching Allow rule exists. By default, there are no restrictions on access to your instance. Some ServiceNow internal IPs cannot be blocked by Deny rules to support maintenance, upgrades, and ServiceNow Technical Support. Screenshot: Selecting from different Direction options in an IP Address Access Control record Learn more here!Pergunta 19: Correto What does the first-page results column in the Search Event [sys_search_event] table contain? Select 2 Answers from the below options. Table relationships sys_ids (Correto) Table names (Correto) Record types Explicação The first-page results column in the Search Event [sys_search_event] table contains table names and sys_ids for records returned on the first page of results for a search. It is a JSON array of objects in which each node represents a single result returned on the first page of results for the search. The resulting order is preserved. Each object includes the unique record identifier (sys_id) of a result and the table where the result is located. Note: The first page results are not updated when you refine a search. Screenshot: First page results for the 'onboarding' search query on the Search Events table Learn more here!Pergunta 20: Correto Which tool allows users to reuse content by creating, editing and publishing knowledge blocks? Performance Analytics Content Creator Knowledge Resolver Agent Workspace (Correto) Explicação You can reuse content by creating, editing, and publishing knowledge blocks in Agent Workspace. You can perform the following knowledge blocks-related tasks in Agent Workspace: Create a knowledge block for a knowledge base. Manage all unpublished and published knowledge blocks authored by you. Add knowledge blocks to a knowledge article. When adding a knowledge block to a knowledge article, you can also add knowledge blocks to any fields associated with an article template if used for an article. Retire a knowledge block not used in any knowledge articles. Screenshot: Knowledge Blocks in Agent Workspace now All New Number Version description Workflow Author Updated employees employees Knowledge My employees General Requested Employees Human dge Published Unpublished Manager All Created by Hourly Publ Work Learn more here!Pergunta 21: Correto Where can you customise the virtual agent's chat menu displayed to your end- users? Collaboration > Branding and Chat Menu (Correto) Virtual Agent > General Settings Collaboration > Chat Setup Virtual Agent > Designer Explicação In chat branding configurations, customise the chat menu (formerly called the Contact support menu) displayed to your end-users. Customise your chat window with your own company logo and bot avatar, UI colour schemes, and customer support menu. You can also create different branding configurations for the various organisations that use your instance. These configurations apply to the web-based chat interface only. Screenshot: Browsing to Collaboration > Branding and Chat Menu ® : now Others Learn more here!Pergunta 22: Correto To provide added security, no user can have both of the explicit roles. What are the two explicit roles? Select 2 Answers from the below options. snc_external (Correto) sn_si.special_access sn_si.external snc_internal (Correto) Explicação You can give both internal users, and external users access to your instance. However, you might not want both types of users to have the same level of access. To provide added security, every user must have at least one role that the instance can distinguish between internal and external users. As of the Paris release, no user can have both explicit roles (snc_internal and snc_external). Groups and role containment cannot include both roles, either, since that would cause any group member or user assigned to such a group or such a role to have both roles automatically. The Now Platform aborts any operation that would create such a scenario. External users must obtain, at a minimum, the snc_external role. The snc_external role indicates that the user is external to your organisation. They should not have any access to resources unless explicitly allowed through ACLs for the snc_external role or additional roles that inherit the snc_external role.Screenshot 1: The role record for snc_external, which is allocated to external usersPergunta 23: Correto (R) What framework helps you consistently use standard values across applications and effectively track assets through their life-cycle transitions? ITIL ITSM CSDM (Correto) CMDB Explicação The CSDM framework provides standard fields and values that you can use to track the life cycle of an asset or a You can set up the CSDM framework to use standard values for the life-cycle stage and life-cycle stage status fields. By using these standard values consistently across applications, you can effectively track assets through their life-cycle transitions. The life cycle state is a combination of an asset or Cl's stage and status in the entire life cycle. You can manage and track the life cycle state for a product model, a specific version, or a product configuration. A hardware (physical) or software (logical) asset can go through several phases from concept to design until it reaches the end of life. A hardware asset includes physical items that are stocked like servers, monitors, keyboards. A software asset includes items like applications, services, licenses.Diagram 1: The life-cycle phases of physical assets in the CSDM framework Incident Change CSDM Holistic Lifecycle: Physical Defective in Triggers: Missing PO Asset Discovery Lost PM Receiving / IRE ideation Purchase Deploy Operational End of Life Under Evaluation On Order Pending Reserved in Reserved in Pending End Support Pending Certificate Pending in Pending Deposed Refrement Product Model Hardware Asset Test Donated Quarantine CI Record RMA Sold Retirement Creation Asset of Asset Asset Asset Vendor Credit CI Buy Out Cl's that have returned to Inventory post Deployment Creation Return ** are no longer created at same time as Asset of Asset Diagram 2: The life-cycle phases of logical assets in the CSDM framework CSDM Holistic Lifecycle: Logical Triggers: Change PO Fulfillment Release IRE PM Change Purchase inventory Deploy Operational End of Life Under Evaluation On Order Available Test CI Record Plot Support Obsolete Retirement Pending Software Asset CI Product Model Software Asset CI CI Software Asset Design Charlered DevOps Design Build CI Learn more here!Pergunta 24: Correto Which of the following indicates the type of relationship for the bi-directionally related tables, and the related records are visible from both tables in a related list? Database View MetricBase Many to Many (Correto) Extended One to Many Parent/Child Referenced Explicação Many-to-many relationships allow a list to point to a list of entries rather than to a single field. For a list to be related to another list, a many-to-many relationship that refers to both tables must exist. The Many to Many Definitions [sys_m2m] table allows administrators to create custom many-to-many relationships.Screenshot: The schema map for a many-to-many table that links the task table to the release table Default Global Ali Saghaeian ? M2m Release Task Show referenced tables Show referencing tables Show extended tables Show extending tables Tables M2m Release Task M2m Release Task Task + (task) Release + Columns Columns Task + Release (task) + (m_release) + Columns + Planned task Columns Task Columns Learn more about creating a many-to-many relationship here!Pergunta 25: Correto How do you delete related records from the archive log and archive (ar_) tables? Delete archive record log entries Restore archived records and related records Create archive destroy rules (Correto) Re-archive restored records Explicação You can delete related records from the archive log and archive (ar_) tables through an archive destroy rule. The Archive Destroyer batch process runs the destroy rules against the archived data. Here is the Procedure: 1. Navigate to System Archiving > Archive Destroy Rules. 2. Click New. 3. Fill out the form fields. 4. Click Submit. 5. You can check the archive destroy log at any time Screenshot: Example of an Archive Destroy Rule for old emailsPergunta 26: Correto Which of the following visualisation types allows you to add multiple data sources of the same type in the UI Builder? Select 2 Answers from the below options. Time Series (Correto) Single Score Bars (Correto) Pie and donuts Explicação You can add multiple data sources of the same type for time series (including Area, Column, Line, Stepline, and Spline) and bar (including Horizontal bar and Vertical bar) visualisations. Screenshot: Adding multiple data sources for a time series visualisation My Cases Not Open All Problem 0 1 1 1 Problems by Date Column / I My New Cases Component header Show a Number description Contact Account Learn more here!Pergunta 27: Correto What is a user prompted to provide when an interactive activity runs within Process Automation Designer? It runs entirely behind-the-scenes and requires no user input. Input in a Workspace playbook experience. (Correto) Add work notes information. Create a record in a form view. Explicação An interactive activity prompts a user for input in a Workspace playbook experience when your process runs. An interactive activity requires user input and can't proceed to completion without processing that user input. Agents can provide input for an interactive activity within an activity card for a Workspace playbook. For example, if your activity requires a user to enter work notes for a record, you can configure the activity inputs to prompt a Workspace agent to add work notes information in the playbook card. Image: Playbook cards need to be completed once an interactive activity started Interactive activity Playbook card Start rule Instructional progress Simple Instruction Complete initial investigation : Mark the initial problem Prompt the Service Desk agent to mark complete investigation and diagnosis as the steps for initial investigation and diagnosis complete to proceed to the next activity in the process. Start: Immediately Instructional Skip Mark Complete Buttons require user input for the process to continue Learn more here!Pergunta 28: Correto What editor is used by knowledge authors to apply predefined formats, code snippets, table of contents, and find or replace text for a knowledge article? JavaScript CSS HTML (Correto) Plain Explicação You can improve the readability and usefulness of knowledge articles by formatting the article text using the HTML editor. The HTML editor available in knowledge articles uses the built-in TinyMCE editor. The text formatting is preserved when the content is displayed on a portal. The HTML toolbar within the HTML editor contains an array of icons that enable you to edit and format your knowledge article's body text. You can also use the HTML Editor to add images, links, audio, and video to the knowledge article.You can perform the following functions using the HTML editor available in knowledge articles: Spell check as you type in the Article body section of a knowledge article. The HTML editor automatically checks spelling as you type and underlines spelling and grammar mistakes in red. View the style applied to the selected text and the word count from the HTML editor's bottom pane. Apply formatting. Paste without formatting. Insert tables and modify cells, rows and columns of a table. Include HTML content. 8) Insert or edit a code snippet. Insert a basic table of contents at the cursor's current position. Find and replace text. Revert changes that you have made during the current session of content editing. Screenshot: Using HTML editor to write a knowledge article with a JavaScript code D String A: String B: Learn more here!Pergunta 29: Correto Which file types can be viewed directly in the Now Platform using the Document Viewer? Select 3 Answers from the below options. Zip (.zip) MS Excel (.xls) and (.xlsx) (Correto) PNG (.png) (Correto) PDF (.pdf) (Correto) Explicação Document Viewer enables you to view documents directly in the Now Platform rather than having to download them. Document Viewer supports viewing various file types in the platform. The maximum document file size is 50 MB. To use Document Viewer, enable it at the instance level and for the tables for which you want to use it. You can view the following file types: MS Word (.doc) and (.docx) MS PowerPoint (.ppt) and (.pptx) MS Excel (.xls) and (.xlsx) PDF PNG JPEG Other document types, for example, .zip or .exe files, are automatically downloaded without requiring Document Viewer.Screenshot: PDF view in Document Viewer Mobie device configuration Mobie device Secure Legacy mobile UI configuration The legacy mobile UI is available only on instances that do not use the smartphone Administrators can define which modules are available to mobile users at the application menu or module In the mobile UL modules appear in sections grouped by application menu, separated by horizontal lines. Modules with a device type of Mobile or Any are available on mobile devices, regardless of the application menu setting. To view all modules that are available on mobile devices, use the standard browser UI and navigate to System Definition > Modules (Mobile). Modules without a specified device type are available on mobile devices when the application menu setting for the default device type is Mobile or Any. To view all application menus where modules without a device type are available on mobile devices, use the standard browser UI and navigate to System Definition > Applications (Mobile). When accessing ServiceNow from an iPhone Android device, users can choose whether to use the standard browser UI or the mobile The user's most recent selection is saved with these user preferences: mobile use mobile_use_full.android Make module available for mobile and standard browsers Modules are made available for mobile as well as standard brower users. I Mobile device configuration 71 To make for and Learn more here!Pergunta 30: Correto What source types are available when viewing the source of a knowledge article search in the search log? Select 4 Answers from the below options. Portal: Service Portal application (Correto) Workspace: Agent Assist in Workspace (Correto) Knowledge Classic: Knowledge Management v3 or v2 (Correto) Classic: Now Platform application (Correto) Mobile App: Now Mobile app Explicação When viewing the source of a knowledge article search in the search log, the following source types are available: 1. Portal (Service Portal application), 2. Classic (Now Platform application), 3. Workspace (Agent Assist in Workspace), 4. Knowledge Classic (Knowledge Management v3 or v2.) and 5. Other (Unidentifiable source) Learn more here!Pergunta 31: Correto Which of the following functions can you perform using the HTML editor in knowledge articles? Select 4 Answers from the below options. Find and replace text. (Correto) Insert a basic table of contents (Correto) Include HTML content. (Correto) Translate selected text. Insert or edit a code snippet. (Correto) Explicação You can perform the following functions using the HTML editor: 1. Spell check as you type in the Article body section of a knowledge article. 2. The HTML editor automatically checks spelling as you type and underlines spelling and grammar mistakes in red. 3. View the style applied to the selected text and the word count from the HTML editor's bottom pane. 4. Apply formatting. 5. Paste without formatting. 6. Insert tables and modify cells, rows and columns of a table. 7. Include HTML content. 8. Insert or edit a code snippet. 9. Insert a basic table of contents at the cursor's current position. 10. Find and replace text. 11. Revert changes that you have made during the current session of content editing.Example: Adding a code sample to a knowledge article Learn more here! Pergunta 32: Correto What filters are available on the Virtual Agent Designer Topics page? Select 3 Answers from the below options. Associated Intent Supported Channels (Correto) Category (Correto) NLU Language (Correto)Explicação You can filter the list of objects in the Virtual Agent Designer Topics page by Active, Category, NLU Language, Supported Channels and Search. Active Filter that displays a list of topics by the topic state: Active: Display only published topics Inactive: Display only topics in development Category Filter that lists topics by the category that you select. Categories identify specific topics, such as setup topics, topics for a particular business application, or topics in custom categories. NLU Language Filter that displays only if you're using multi-language NLU models. Lists NLU-enabled topics by the language you select. You set the languages for the NLU service in NLU settings. Supported Channels Filter that lists topics by the channel (chat client) that you select. The default channels for Virtual Agent are the web chat client and the messaging integrations for Slack, Microsoft Teams, Workplace, and Facebook Messenger. Your instance may have other channels, such as SMS, that were created using custom chat integrations. Search Filter that lists topics that match a specified search string. ser * I I Learn more here!Pergunta 33: Correto What data type in a survey metric has the field validation option to validate email, IP address, phone number or URL? Number Reference Template String (Correto) Explicação Validate the value entered for a String type metric of a survey. Validation reduces the time required for an agent to resolve customer issues. Use the Field validation field for a metric to implement this functionality. This functionality is applicable in the Now Platform, Survey Designer, ServiceNow Service Portal, and ServiceNow Virtual Agent. Possible validations are Email, IP Address (IPV4, IPV6), Phone Number (E.164) and URL. Screenshot: Using a String data type to validate email address on a survey question Learn more here!Pergunta 34: Correto How can users prevent their system from communicating with untrusted email addresses and domains? Platform security Suspicious activity finder System restrictions System address filters (Correto) Explicação Using System address filters allows you to prevent your system from communicating with untrusted domains and email addresses. System address filters control who can communicate with your instance via email. You can improve email security by filtering domains and email addresses that you find suspicious. Screenshot 1: Email address filter - whitelist exception example Email Address Filter Compose Email Send Only Allow Service/Now The Name Only Allow ServiceNow I Type Whitelist Recipient Domains servicenow.com Subject Exceptions Update Delete Screenshot 2: Email address filter - blacklist exception example Email Address Filter Compose Send Block gmail.com The has been Name Blockgmail.com Type Blacklist Add Recipient Subject Domains gmail.com Exceptions mycustomer@gmail.com Update Delete Learn more here!Pergunta 35: Correto (R) Which of the following is true about the CMDB Data Manager? Select 3 Answers from the below options. It is a policy-driven framework for managing CI life cycle (Correto) operations. It is a framework that supports multiple configuration strategies. It is a wizard-like tool that provides a comprehensive solution for (Correto) managing Cls. It can create policies that govern CI life cycle stages such as (Correto) retirement and deletion. Explicação You can use the CMDB Data Manager to centrally create, publish, and manage the CI policies that automatically drive CI life cycle operations. CMDB Data Manager is a policy-driven framework for managing CI life cycle operations such as deletion and archival. It follows Common Service Data Model (CSDM) standards.CMDB Data Manager is a wizard-like tool that provides a comprehensive solution for managing Cls in the following ways: Operates in bulk Scales to large CMDBs. Helps maintain the CMDB healthy and efficient Copes with rapid changes in a cloud-based world. You can use the CMDB Data Manager to create policies that govern CI life cycle stages, such as retirement and deletion. You can use the Teams related list to track the different types of groups assigned to a You can create before and after Java scripts for a data source of a CMDB integration application so that you can manipulate Identification and Reconciliation Engine (IRE) input and output payloads. You can use CI Class Manager to add related entries for IRE identification rules. You can use the extended IRE rules in key CMDB classes so that overlapping IP addresses in different networks can be identified and maintained as separate Cls. Screenshot: CMDB Data Manager on the NOW platform Training Default Global Y CMDB Manager CMDB Manager Configuration CMDB Data Manager CMDB Data Manager Create and configure policies to perform actions to drive a events such as deletion and archive, against sets of For you can exclude Cls from the policy actions by using an exclusion scheduled job used to evaluate policies and then execute against the specified Policies Excluded Cls Open Policy Tasks Policies for automating management of Cls excluded from actions driven by policies, by Openpolicy tasks generated by published of in the policy 0 0 0 0 000 0 Published Archive Open tasks View Policies Excluded Cls View Open Tasks Learn more here!