ServiceNow Certified System Administrator Questions + Answers

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Question 1 ( Topic 1 )
A Service Catalog may include which of the following components?
A. Order Guides, Exchange Rates, Calendars
B. Order Guides, Catalog Items, and Interceptors
C. Catalog Items, Asset Contracts, Task Surveys
D. Record Producers, Order Guides, and Catalog Items


Answer : D

Question 2 ( Topic 1 )
Which one of the following statements applies to a set of fields when they are coalesced during an import?
A. If a match is found using the coalesce fields, the existing record is updated with the information being imported
B. If a match is not found using the coalesce fields, the system does not create a Transform Map
C. If a match is found using the coalesce fields, the system creates a new record
D. If a match is not found using the coalesce fields, the existing record is updated with the information being imported


Answer : A

Question 3 ( Topic 1 )
As it relates to ServiceNow reporting, which of the following statements describes what a metric can do?
A. A metric is a report gauge used on homepages to display real-time data
B. A metric is a time measurement used to report the effectiveness of workflows and SLAs
C. A metric is used to measure and evaluate the effectiveness of IT service management processes
D. A metric is a comparative measurement used to report the effectiveness of flows and SLAs.


Answer : C

Question 4 ( Topic 1 )
The display sequence is controlled in a Service Catalog Item using which of the following?
A. The Default Value field in the Catalog Item form
B. The Sequence field in the Catalog Item form
C. The Order field in the Variable form
D. The Choice field in the Variable form


Answer : C

Question 5 ( Topic 1 )
Reports can be created from which different places in the platform? (Choose two.)
A. List column heading
B. Metrics module
C. Statistics module
D. View / Run module


Answer : AD


Question 6 ( Topic 1 )
Knowledge Base Search results can be sorted by which of the following? (Choose three.)
A. Most recent update
B. Popularity
C. Relevancy
D. Manager assignment
E. Number of views


Answer : ACE

Question 7 ( Topic 1 )
What is the path an Administrator could take to view the fulfillment stage task list for an order placed by a user?
A. RITM (Number)>REQ (Number)>PROCUREMENT (Number)
B. REQ (Number)>RITM (Number)>PROCUREMENT (Number)
C. REQ (Number)>RITM (Number)>TASK (Number)
D. FULFILLMENT (Number)>RITM (Number)>TASK (Number)


Answer : C

Question 8 ( Topic 1 )
Which term refers to application menus and modules which you may want to access quickly and often?
A. Breadcrumb
B. Favorite
C. Tag
D. Bookmark


Answer : B

Question 9 ( Topic 1 )
What is generated from the Service Catalog once a user places an order for an item or service?
A. A change request
B. An Order Guide
C. A request
D. An SLA


Answer : C

Question 10 ( Topic 1 )
From the User menu, which actions can a user select? (Choose three.)
A. Send Notifications
B. Log Out ServiceNow
C. Elevate Roles
D. Impersonate Users
E. Order from Service Catalog
F. Approve Records


Answer : BCD


Question 11 ( Topic 1 )
Buttons, form links, and context menu items are all examples of what type of functionality?
A. Business Rule
B. UI Action
C. Client Script
D. UI Policy


Answer : B

Question 12 ( Topic 1 )
Which of the following is true of Service Catalog Items in relation to the Service Catalog?
A. They run behind the scenes.
B. They are the building blocks.
C. They are optional.
D. They provide options.


Answer : B

Question 13 ( Topic 1 )
Table Access Control rules are processed in the following order:
A. any table name (wildcard), parent table name, table name
B. table name, parent table name, any table name (wildcard)
C. parent table name, table name, any table name (wildcard)
D. any table name (wildcard), table name, parent table name


Answer : B

Question 14 ( Topic 1 )
What is the platform name for the User table?
A. u_users
B. sys_users
C. x_users
D. sys_user


Answer : B

Question 15 ( Topic 1 )
A REQ number in the Service Catalog representsג€¦
A. the order number.
B. the stage.
C. the task to complete.
D. the individual item in the order.


Answer : A


Question 16 ( Topic 1 )
Which would NOT appear in the History section of the Application Navigator?
A. Records
B. UI Pages
C. Lists
D. Forms


Answer : B

Question 17 ( Topic 1 )
Which one of the following statements is a recommendation from ServiceNow about Update Sets?
A. Avoid using the Default Update set as an Update Set for moving customizations from instance to instance
B. Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions
C. Use the Baseline Update Set to store the contents of items after they are changed the first time
D. Once an Update Set is closed as ג€Completeג€, change it back to ג€In Progressג€ until it is applied to another instance


Answer : A

Question 18 ( Topic 1 )
Which of the following is used to initiate a flow?
A. A Trigger
B. Core Action
C. A spoke
D. An Event


Answer : A

Question 19 ( Topic 1 )
For Administrators creating new Service Catalog items, what is a characteristic they should know about Service Catalog variables?
A. Service Catalog variables can only be used in Record Producers
B. Service Catalog variables can only be used in Order Guides
C. Service Catalog variables cannot affect the order price
D. Service Catalog variables are global by default


Answer : D

Question 20 ( Topic 1 )
Which one of the following statements is true about Column Context Menus?
A. It displays actions such as creating quick reports, configuring the list, and exporting data
B. It displays actions related to filtering options, assigning tags, and search
C. It displays actions related to viewing and filtering the entire list
D. It displays actions such as view form, view related task, and add relationship


Answer : A


Question 21 ( Topic 1 )
Which ServiceNow products can be used to discover and populate the CMDB? (Choose two.)
A. Discovery
B. IntegrationHub ETL
C. Finder
D. CMDB Plug-in
E. CMDB Integration Dashboard


Answer : AB

Reference:
https://docs.servicenow.com/bundle/rome ... eCMDB.html
Question 22 ( Topic 1 )
When using the Load Data and Transform Map process, what is the Mapping Assist used for?
A. Mapping fields using the Import Log
B. Mapping fields using Transform History
C. Mapping fields using an SLA
D. Mapping fields using a Field Map


Answer : D

Question 23 ( Topic 1 )
Which one of the following statements describes the contents of the Configuration Management Database (CMDB)?
A. The CMDB contains data about tangible and intangible business assets
B. The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company
C. The CMDB archives all Service Management PaaS equipment metadata and usage statistics
D. The CMDB contains ITIL process data pertaining to configuration items


Answer : A

Question 24 ( Topic 1 )
In what order should filter elements be specified?
A. Field, Operator, then Value
B. Field, Operator, then Condition
C. Operator, Condition, then Value
D. Value, Operator, then Field


Answer : A

Question 25 ( Topic 1 )
Which statement is true about business rules?
A. A business rule must run before a database action occurs
B. A business rule can be a piece of Javascript
C. A business rule must not run before a database action occurs
D. A business rule monitors fields on a form


Answer : B


Question 26 ( Topic 1 )
Which of the following are a type of client scripts supported in ServiceNow? (Choose four.)
A. onSubmit
B. onUpdate
C. onCellEdit
D. onLoad
E. onEdit
F. onChange
G. onSave


Answer : ACDF

Question 27 ( Topic 1 )
Which type of tables may be extended by other tables, but do not extend another table?
A. Base Tables
B. Core Tables
C. Extended Tables
D. Custom Tables


Answer : A

Question 28 ( Topic 1 )
Which of the following statement describes the purpose of an Order Guide?
A. Order Guides restrict the number of items in an order to only one item per request
B. Order Guide provide a list of guidelines for Administrators on how to set up item variables
C. Order Guide provide the ability to order multiple, related items as one request
D. Order Guides take the user directly to the checkout without prompting for information


Answer : C

Question 29 ( Topic 1 )
Which tool is used to have conversations with logged-in users in real-time?
A. Connect Chat
B. Now Messenger
C. User Presence
D. Comments


Answer : A

Question 30 ( Topic 1 )
Which of the following concepts are associated with the ServiceNow CMDB? (Choose four.)
A. Service Processes
B. User Permissions
C. Tables and Fields
D. A Database
E. The Dependency View


Answer : ACDE