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10/02/2021 Flashcards - ServiceNow SCA
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ServiceNow SCA
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Quiz
1. Which of the following is the primary way to interact
with the applications and data in a ServiceNow
instance? 
Service Portal 
Workspace 
Now Platform UI 
Now Mobile
Now Platform UI
2. A role is a: 
Set of users delegated to perform different tasks 
Collection of tasks 
Set of members to a subscription 
Collection of permissions 
Set of users who share a common purpose 
Individual to whom you have granted access to your
ServiceNow instance
Collection of permissions
3. A group is a: 
Set of users who share a common purpose 
Collection of permissions 
Collection of tasks 
Individual to whom you have granted access to your
ServiceNow instance 
Set of members to a subscription 
Set of users delegated to perform different tasks
Set of users who share a common purpose
4. The Now Platform is an example of which cloud
computing model? 
Software-as-a-Service (Saas) 
Platform-as-a-Service (PaaS) 
Application Platform-as-a-Service (aPaas) 
Infrastructure-as-a-Service (IaaS)
Application Platform-as-a-Service (aPaas)
Author
loiacki (/flashcards/?
page=browse&user=67345)
ID
350912
Card Set
ServiceNow SCA
Description
Practice questions for ServiceNow
Certified Administrator (CSA) Exam
Updated
17/02/2020 17:57:57
Show Answers
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5. Which of the following workflow types does the Now
Platform provide? 
Select 3 answers from the below options: 
Employee 
Customer 
End User 
Information Technology (IT)
Employee
Customer
Information Technology (IT)
6. What are the three main screen elements of the Now
Platform User Interface? 
Select 3 answers from the below options: 
Banner frame 
Application frame 
Application Navigator 
Banner content 
Content frame
Banner frame
Application Navigator
Content frame
7. Which of the following would be included in the results
when entering "service" in the Navigation filter? 
Select 2 answers from the below options: 
Only applications with a name containing "service" 
All modules and sections within the Service Desk
application 
Only applications, sections, and modules with names
containing "service" 
Any module with a name containing "services"
All modules and sections within the Service Desk
application
Any module with a name containing "services"
*Any applications, sections or modules with names
containing "service" (or services, serviced, etc) AND any
applications, sections or modules related to those
containing "service" would appear.
8. What do you select to personalize the system settings
of the Now Platform user interface? 
Magnifying glass 
Question mark 
Gear 
Logo
Gear
9. Which of the following areways to create a favorite? 
Select 3 answers from the below options: 
Drag the breadcrumbs of a filtered list to the Favorites
tab 
Drag an individual record to the Favorites tab 
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Select the personalization gear icon 
Select the star of its corresponding section 
Select the star of its corresponding application or
module
Drag the breadcrumbs of a filtered list to the
Favorites tab
Drag an individual record to the Favorites tab
Select the star of its corresponding application or
module
10. What is selected to impersonate another user? 
User Menu 
Application Navigator 
System settings 
Magnifying glass
User menu
11. You need to go back to review a record you just
looked at recently. What is one of the quickest ways
to navigate back to the same record? 
Expand every application in the All Applications tab 
Select the record in the History tab 
Navigate back to its corresponding list 
Impersonate another user
Select the record in the History tab
12. Each ServiceNow solution provides its own guided
setup. When implementing IT Service Management
(ITSM), where would you navigate in order to update
Now Platform user interface branding, including the
company logo and colors? 
Select 2 answers from the below options: 
System Properties > Basic Configuration UI16 
System Properties > My Company 
Guided Setup > ITSM Guided Setup 
Team Development > Properties
System Properties > Basic Configuration UI16
Guided Setup > ITSM Guided Setup
13. Which of he following branding features can be
configured? 
Select 4 answers from the below options: 
Navigator responses 
Banner image, text and colors 
Navigator position 
Navigator background and text colors 
Browser tab title 
System date/time formatting
Banner image, text and colors
Navigator background and text colors
Browser tab title
System date/time formatting
14. What are some of the benefits often recognized by
branding your instance? 
Select 3 answers from the below options: 
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Reduce service desk calls 
Accelerate adoption rates 
Create a shared identity 
Gain user trust 
Share comprehensive assignment rules
Create a shared identity
Gain user trust
Accelerate adoption rates
15. Lists provide context menus at 3 different levels. 
What are the names of those context menus? 
Select 3 answers from the below options: 
List filter context menu 
List title menu
List fields context menu 
List description menu 
List column context menu
List title menu
List fields context menu
List column context menu
16. A filter is a set of conditions applied to a table to help
you find and work with a subset of data. in the Now
Platform, filter conditions are also referred to as: 
Column headings 
Field values 
Breadcrumbs 
Title bars
Breadcrumbs
17. Which menu can users access to display actions that
involve creating quick reports, configuring lists and
exporting data? 
Column context menu 
Record context menu 
Value context menu 
List context menu
Column context menu
18. Which search feature can be used to help narrow
down search results in ServiceNow? 
Context finder 
Wildcard characters 
Platform locator 
Containers
Wildcard characters
19. A column in a list represents what in the ServiceNow
instance? 
A record 
A field 
A filter 
A list
A field
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20. Which menu provides options related to viewing,
configuring, creating favorites and saving form data? 
Form context menu 
Form layout menu 
Form personalization menu 
Form column menu
Form context menu
21. What allows users to see a time stamped history of all
actions taken within a record? 
Form history 
Activity stream 
Favorites 
Form activity
Activity stream
22. Which field type displays records from another table? 
Reference 
Choice 
String 
Attachments
Reference
23. When using Form Designer, icons presented on each
field include which of the following? 
Select 3 answers from the below options: 
Edit icon 
Reference icon 
Field icon 
Remove icon 
Handle icon
Edit icon
Remove icon
Handle icon
24. A field can be added to a table and form by accessing
which part of the Form Designer interface? 
Form settings 
Field navigator
Form views 
Field formatter
Field navigator
25. Different form templates can be applied to a form by
accessing the: 
Template creator 
Template editor 
Toggle template views 
Template bar
Template bar
26. Which of the following is a best practice when
configuring Assignment Rules of Predictive
Intelligence? 
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Select 4 answers from the below options: 
Setting an Assignment group and User based on
Category and Subcategory 
Setting a User based on Category and Subcategory 
Setting an Assignment group and User based on the
Short description 
Setting an Assignment group based on Category and
Subcategory 
Setting an Assignment group based solely on
Subcategory (Category=None)
Setting an Assignment group and User based on
Category and Subcategory
Setting a User based on Category and Subcategory
Setting an Assignment group and User based on the
Short description
Setting an Assignment group based on Category and
Subcategory
27. Which of the following are ways to collaborate with
team members on tasks? 
Select 4 answers from the below options: 
User presence 
Additional comments 
Activity stream 
Connect chat 
Comments
User presence
Activity stream
Connect chat
Comments
28. Which tab contains the Activity Stream for a task? 
Conflicts 
Notes 
Related records 
Resolution information
Notes
29. Which of the following best describes Tasks? 
Select 3 answers from the below options: 
Tasks lead to quicker resolution times 
Tasks can only be performed once 
Tasks are repeatable processes 
Tasks minimize the possibility of human error
Tasks lead to quicker resolution times
Tasks are repeatable processes
Tasks minimize the possibility of human error
30. To see the notifications that are currently defined on
the Now Platform, you can navigate to: 
System Notification > Email > Notifications 
System definitions > Notifications 
System notification > Definitions 
Notifications > Email > System Notifications
System Notification > Email > Notifications
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31. When configuring an email notification, where can you
choose field values from the record to include within
the message? 
Select fields pane 
Select variables 
Variables context menu 
Platform variables
Select variables
32. Which 3 tabs are used to configure an email
notification? 
Select 3 answers from the below options: 
What it will contain 
When to send 
Who will receive 
Which email template 
What the subject is
What it will contain
When to send
Who will receive
33. Which feature allows users to manage which
notifications they receive about various activities
occurring in the platform? 
Now on Now 
Subscriptions 
Platform Chat 
ServiceNow Mobile
Subscriptions
34. Where can users set their notification subscription
preferences? 
Notification settings 
System settings 
Subscription settings 
Email settings
System settings
35. Notifications in the Now Platform occur through which
of the following methods? 
Select 3 answers from the below options: 
Virtual agent 
Email 
Meeting invitation 
SMS 
Workspace chat
Email
Meeting invitation
SMS
36. Select the report visualization types that can be
generated from a list of records. 
Select 2 answers from the below options: 
Pie chart 
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Bar chart 
Single score 
Line chartPie chart
Bar chart
37. Which phase of the Report designer lets you choose a
color scheme for the report visualization? 
Configure 
Data 
Type 
Style
Style
38. Which phase of the Report designer lets you define
the Group by attribute? 
Style 
Type 
Configure 
Data
Configure
39. Which of the following are valid report sharing
options? 
Select 5 answers from the below options: 
Add to homepage 
Publish 
Export to PDF 
Add to dashboard 
Clone 
Schedule 
Share
Publish
Export to PDF
Add to dashboard
Schedule
Share
40. What is the recommended way to share a report? 
Download as PDF 
Email an attachment 
Share the report 
Publish to an instance URL
Share the report
41. By default, a report is shared with: 
All users and groups 
All roles 
Only groups that the report creator belongs to 
The report creator only
The report creator only
42. Which of the following are ways an end user can elave
feedback about an article? 
Select 3 answers from the below options: 
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Leave a comment on the article 
Give 1-5 star rating 
Fill out an article quality index checklist 
Mark the article as helpful or not helpful 
Fill out the knowledge quality survey
Leave a comment on the article
Give 1-5 star rating
Mark the article as helpful or not helpful
43. Which feature allows end users to post questions and
answer the other user questions? 
Neighborhoods 
Social FAQ 
Social Q&A 
Ask ServiceNow
Social Q&A
44. What item in the Knowledge Management Service
Portal displays articles that have the highest
percentage of users marking them helpful? 
Featured 
Most Helpful 
Most Useful 
Most Viewed
Most Useful
45. What is the best way to share a knowledge article with
another user? 
A permalink 
Sharing the keywords 
Taking a screenshot 
Copying and pasting the text
A permalink
46. Which of the following are possible methods of
populating a knowledge base with knowledge article? 
Select 3 answers from the below options: 
Integrating with a WebDav compliant source 
Via email to a defined knowledge email address 
Creating articles directly in the ServiceNow platform 
Importing Microsoft Word files
Integrating with a WebDav compliant source
Creating articles directly in the ServiceNow platform
Importing Microsoft Word files
47. If the end user wants to report an incident, where do
they navigate on the service portal? 
In the Infrastructure Services category in the Service
Catalog 
In the Software category in the Service Catalog 
In the Quick Links category in the Service Catalog 
In the Can We Help You? category in the Service
Catalog
In the Can We Help You? category in the Service Catalog
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48. What are the 2 options to define the fulfillment process
for a service catalog item? 
Plan 
Flow 
Roadmap 
Workflow
Flow
Workflow
49. When using the Service Portal, how do end users
typically access the service catalog? 
Under System Status 
Under Request Something 
In the Knowledge Base 
In the Community
Under Request Something
50. Which of the following aspects of the service catalog
application can a user with only the Catalog
Administrator role manage? 
Select 3 answers from the below options: 
Catalog items 
Scripting functions 
Catalogs 
Categories 
Business Rules
Catalog items
Catalogs
Categories
51. Where does the System Administrator navigate to edit
a catalog item? 
Maintain items 
Create incident 
Service Portal 
Service Catalogs
Maintain items
52. From the end user's perspective, how are the products
and services in the service catalog organized? 
Tickets and Requests 
Tasks and Subtasks 
Incidents and Problems 
Categories and Subcategories
Categories and Subcategories
53. Which of the following are Flow Designer triggers? 
Select 3 answers from the below options: 
Application based 
Record based 
Schedule based 
Role based
Application based
Record based
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Schedule based
54. Which of the following are true regarding Flow
Designer actions? 
Select 3 answers from the below options: 
Define when the flow is performed 
Represent reusable operations for use across multiple
flows 
Can be contained in a spoke 
Require script to develop 
Provide the ability to build your own custom actions
Represent reusable operations for use across
multiple flows
Can be contained in a spoke
Provide the ability to build your own custom actions
55. Which of the following are true regarding Flow
Designer? 
Select 3 answers from the below options: 
Provides automation tools 
Requires scripting experience 
Integrates with third party systems 
Saves time
Provides automation tools
Integrates with third party systems
Saves time
56. Virtual Agent offers a personalized customer
experience by automating typical Tier 1 support tasks,
including which of the following?
Select 3 answers from the below option: 
Translating languages 
Answering FAQs 
Performing diagnostics 
Providing how-to information
Answering FAQs
Performing diagnostics
Providing how-to information
57. The purpose of Virtual Agent is to help users do which
of the following? 
Select 3 answers from the below options: 
Perform common work tasks 
Update financial records 
Obtain information 
Make decisions
Perform common work tasks
Obtain information
Make decisions
58. Which modules can you use to create a new table? 
Select 2 answers from the below options: 
Import tables 
Tables & columns 
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Tables 
Create new
Tables & columns
Tables
59. What is created by default when you create a new
table? 
Select 2 answers from the below options: 
Application menu with the same name as the table
label (ex. Infinity) 
Dashboard to manage the tables activity 
Module with the plural of the table label (ex. Infinities) 
A table specific admin role
Application menu with the same name as the table
label (ex. Infinity)
Module with the plural of the table label (ex. Infinities)
60. Which elevated role is required to modify access
control rules? 
acl_admin 
admin 
security_admin
security_admin
61. What types of permissions can be configured in an
access control rule? 
Users 
Roles 
Script that sets the "answer" variable to true or false 
Groups 
Conditions
Roles
Script that sets the "answer" variable to true or false
Conditions
62. In what order are access controls evaluated? 
First at the Field level (most specific to most general),
then at the Table level (most specific to most general) 
First at the Table level (most specific to most general),
then at the Field level (most specific to most general)
First at the Table level (most specific to most general), then
at the Field level (most specific to most general)
63. Which tool is used to determine relationships between
fields in an import set and an existing table? 
Import set 
Coalesce 
Transform Map 
Target table
Transform Map
64. Which option allows you to update existing Target
Table records when importing data from an import
set? 
Transform 
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Mandatory 
Coalesce 
Unique
Coalesce
65. What is a CI? 
Select 3 answers from the below options: 
Tangible (hardware, software, servers) entities 
Intangible (business services, email) entities 
Configuration management database 
Configuration item 
configuration_admin role
Tangible (hardware, software, servers) entities
Intangible (business services, email) entities
Configuration item
66. What are the 3 key tables in the CMDB? 
Select 3 answers from the below options: 
CMDB Properties (cmdb_properties) 
Base configuration item (cmdb) 
Configuration item (cmdb_ci) 
CI relationship(cmdb_rel_ci) 
CMDB baseline (cmdb_baseline)
Base configuration item (cmdb)
Configuration item (cmdb_ci)
CI relationship (cmdb_rel_ci)
67. What represents multiple related request items
grouped together as one request? 
Catalog item 
Variable set 
Order guide 
Record producer
Order guide
68. What is created when an order is placed for a catalog
item? 
Select 3 answers from the below options: 
A variable 
One or more Service Catalog Task (SCTASK) records
A Request (REQ) record 
A Request Item (RITM) record 
A Variable Set
One or more Service Catalog Task (SCTASK)
records
A Request (REQ) record
A Request Item (RITM) record
69. Which of the following run scripts client-side? 
Select 2 answers from the below options: 
Business rule 
Script include 
UI policy 
Client script
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UI policy
Client script
70. Which script runs when a record is displayed,
inserted, updated, deleted or when a table is queried? 
Business rule 
Client script 
UI policy
Business rule
71. What do you configure to instruct fields how to behave
on a form when a UI policy is triggered? 
UI Actions 
Client script 
Data policy 
UI policy action
UI policy action
72. What attributes of a field can a UI policy action change
on a form? 
Select 3 answers from the below options: 
Visible/hidden 
Mandatory 
Prevent cell editing 
Read-only 
Change color
Visible/hidden
Mandatory
Read-only
73. What is an update set? 
A server-side script that runs when a record is
displayed, inserted, updated or deleted or when a
table is queried 
Group of one or more changes that can be moved
from one instance to another all together 
A series of tables and fields that store information
about the configuration items (CIs) owned by your
organization 
One method of security that restricts access to data by
requiring users to pass a set of requirements before
they can interact with it
Group of one or more changes that can be moved from one
instance to another all together
74. What are the steps for applying an update set to an
instance? 
Select 3 answers from the below options: 
Copy 
Retrieve 
Preview 
Delete 
Commit
Retrieve
Preview
Commit
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75. What types of records are not captured in an update
set by default? 
Select 2 answers from the below options: 
Data records 
Dashboards 
Business rules 
Access control rules 
Homepages
Data records
Homepages
76. Which ServiceNow product provides the ability to
quickly integrate with 3rd party applications without
scripting? 
IntegrationHub 
Visual Task Boards 
Flow Designer 
Service Portal
IntegrationHub
77. What ServiceNow feature can be used to begin the
creation of an application? 
Guided Application Creator 
Configuration Management Database (CMDB) 
IntegrationHub 
System Dictionary
Guided Application Creator
78. What protects applications by identifying and
restricting access to available files and data? 
Access control 
The admin role 
Scope 
Delegated development
Scope
79. What is granted to non-administrators in order for
them to be able to develop applications? 
The itil role 
Delegated development 
Access control 
The developer role
Delegated development
80. In order to be used, an even record must be... 
Catalogued 
Registered 
Published 
Certified
Registered
81. What are events? 
A server-side script that runs when a record is
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displayed, inserted, updated or deleted or when a
table is queried 
Log records indicating something notable has
occurred in the system 
A real-time messaging tool that enables users to chat
with individuals and groups 
Notifications that are sent to users when something
occurs that concerns them
Log records indicating something notable has occurred in
the system
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