Best ServiceNow Developer Interview Questions Guide

1

Describe what is END TO END INCIDENT MANAGEMENT, give an example?

Reference answer

End-to-end Incident Management in ServiceNow refers to the complete lifecycle of an incident, from the moment it is reported or detected until it is resolved and closed. It includes stages such as identification, logging, categorization, prioritization, assignment, investigation, diagnosis, resolution, and closure. For example, a user reports that their email is not working. The incident is logged in ServiceNow, categorized as 'Email Issue', prioritized as 'High' due to impact on business operations, assigned to the email support team, investigated by checking server logs and user settings, resolved by restarting the email service or resetting the password, and then the user is notified and the incident is closed after confirmation.

2

How does a ServiceNow Developer handle situations where requirements keep changing?

Reference answer

- Tracks changes formally through backlog or change control. - Clarifies the impact of changes on effort and timelines. - Suggests phased delivery: basic version first, enhancements later. - Communicates clearly so stakeholders understand trade‑offs.

3

What is an ACL?

Reference answer

An ACL is access control list that defines what data users can access and how they can access it in ServiceNow.

4

What are ServiceNow REST APIs?

Reference answer

ServiceNow REST APIs are a set of web services that enable external systems to interact with the platform using the REST (Representational State Transfer) protocol. REST APIs provide a simple, lightweight, and standardized way to create, read, update, and delete records in ServiceNow, as well as perform other operations such as querying, searching, and pagination. REST APIs are widely used for integration with modern web applications and services.

5

What is a BSM map and how is it useful?

Reference answer

A Business Service Map (BSM) visually displays relationships between configuration items (CIs) and business services. It's useful for impact analysis and troubleshooting service outages.

6

How do you use impersonation for testing?

Reference answer

I search for the user in the User table and click Impersonate. This lets me test permissions, UI policies, and workflows as that user. I keep impersonation sessions short and exit once the test is complete.

7

How do you handle user feedback and change requests during the development process?

Reference answer

When handling user feedback and change requests during the development process, I prioritize communication and organization. First, I establish a clear channel for users to provide their feedback, such as through a ticketing system or a dedicated email address. This ensures that all input is documented and easily accessible. As feedback comes in, I categorize it based on its urgency and impact on the project. For critical issues affecting functionality or performance, I address them immediately and keep stakeholders informed about the progress. For less urgent changes or feature enhancements, I discuss them with the project manager and other team members to determine if they align with the project scope and timeline. If approved, we incorporate these changes into our development plan and adjust timelines accordingly. Throughout this process, maintaining open lines of communication with both users and the development team is essential. Regular updates and discussions ensure everyone stays aligned on priorities and expectations, ultimately leading to a more successful implementation of the ServiceNow solution.

8

What is a Scheduled Job?

Reference answer

It triggers an event for a task record if the task is inactive for a certain period of time. If the task remains inactive, the monitor repeats at regular intervals.

9

How to get the number of rows returned by a GlideRecord query?

Reference answer

Using getRowCount() method . For more information, visit https://wiki.servicenow.com/index.php?title=GlideRecord

10

What is a cascade variable in an order guide in ServiceNow?

Reference answer

Checkbox to select whether the variables used should cascade, which passes their values to the ordered items. If this checkbox is cleared, variable information entered in the order guide is not passed on to ordered items.

11

What information does the System Dictionary contain?

Reference answer

The System Dictionary contains the definition for each table and column.

12

What is the difference between client-side and server-side scripting in ServiceNow?

Reference answer

In ServiceNow, client-side scripting refers to JavaScript code that executes on the user's browser, while server-side scripting involves JavaScript code that runs on the ServiceNow server. Client-side scripting is typically used for field validation, form manipulation, and UI enhancements. Server-side scripting, on the other hand, is used for data manipulation, enforcing business rules, and automating processes.

13

How do I stay updated on ServiceNow?

Reference answer

ServiceNow releases an update two times in a year. You can follow the ServiceNow community for getting updates, and the Release Notes can also help in this.

14

What is the role of a ServiceNow Developer in code review?

Reference answer

- Reviews other developers' code for correctness and best practices. - Shares constructive feedback and suggestions. - Learns from others' approaches and improves their own style. - Helps maintain overall code quality in the platform.

15

What are Catalog Items and how do they relate to Request Fulfillment?

Reference answer

Catalog Items are predefined services users can request (e.g., laptop, software access). Flow: - User submits a Catalog Item → creates a Request → generates Requested Item (RITM) → triggers Tasks and workflows for fulfillment.

16

What are the different types of modules in ServiceNow?

Reference answer

ServiceNow offers a variety of modules that serve different functions within the platform. Some of the key types of modules include: - IT Service Management (ITSM): Modules like Incident Management, Problem Management, Change Management, and Service Request Management focus on managing and resolving IT issues, changes, and service requests. - IT Operations Management (ITOM): Includes modules like Event Management, Discovery, and Cloud Management to monitor infrastructure, perform network discovery, and manage cloud services. - IT Asset Management (ITAM): Modules like Asset Management, Software Asset Management, and Configuration Management Database (CMDB) manage IT assets and track software usage. - Customer Service Management (CSM): Modules like Case Management, Knowledge Management, and Request Management are used to manage customer service inquiries, requests, and knowledge articles. - Human Resources Service Delivery (HRSD): Includes modules such as Case Management and Employee Service Center to handle HR processes like onboarding, employee queries, and case tracking. - Security Incident Response: Modules like Security Incident Management and Threat Intelligence help track and respond to security incidents and vulnerabilities. - Governance, Risk, and Compliance (GRC): Modules such as Policy and Compliance Management, Risk Management, and Audit Management help ensure compliance with regulations and manage risks within the organization. - Software Development: Includes DevOps and Application Lifecycle Management (ALM) to manage the development, testing, and deployment of applications. Each module in ServiceNow is designed to cater to specific business needs and improve efficiency, productivity, and collaboration across teams.

17

What is ServiceNow?

Reference answer

ServiceNow is a cloud-based ITSM tool. Please check the below URL before attending a service-now interview. | If you want to enrich your career and become a professional in ServiceNow, then enroll in "ServiceNow Online Training" - This course will help you to achieve excellence in this domain. |

18

Write a script to create a new incident record using GlideRecord.

Reference answer

To create a new incident record using GlideRecord, you can use the following script: var gr = new GlideRecord('incident'); gr.initialize(); gr.short_description = 'New incident'; gr.insert(); This script initializes a new GlideRecord object, sets the 'short_description' field, and inserts the new record into the 'incident' table.

19

What happens during a "Preview" of an Update Set?

Reference answer

The system checks for errors. It looks for things like "You're trying to move a rule for a table that doesn't exist yet."

20

What is an application scope, and why is it important?

Reference answer

This question tests your understanding of modular development. You should explain what Global scope is, what Scoped applications are, and how scope controls table access, Script Include visibility, and API exposure. Also mention why scoped apps are safer for upgrades and reuse, cross-scope access policies, and real-world scenarios where incorrect scope design causes issues.

21

Can we run concurrent imports if there is a huge data inflow to the import set if so how does it work and help?

Reference answer

Yes, ServiceNow supports concurrent imports by using multiple import set tables or by splitting data into multiple import sets. This works by leveraging the system's thread pool to process records in parallel, reducing total import time. It helps by improving throughput for large data volumes, but you must ensure no data conflicts or foreign key dependencies.

22

Write a Business Rule that sets the priority of an incident to 'High' if the impact is '1 - Critical'.

Reference answer

To write a Business Rule that sets the priority of an incident to 'High' if the impact is '1 - Critical', navigate to the 'Business Rules' module, create a new rule, and define the conditions and actions. Use the following script: if (current.impact == '1 - Critical') { current.priority = 'High'; }

23

Write the full form of CMDB and explain what is it?

Reference answer

CMDB stands for Configuration Management Database, a centralized repository storing information about configuration items (CIs) in an organization. It helps track relationships, dependencies, assets, and services. CMDB enables effective incident, change, and problem management. It improves visibility, service impact analysis, and operational planning. It is essential for stable infrastructure and compliance.

24

Explain Import Sets and Transform Maps.

Reference answer

Import Sets are used to load data from external sources, such as CSV files or external databases, into ServiceNow. Imported data is placed in a staging or temporary table. A Transform Map then defines how to map data from the staging table to fields in the target ServiceNow tables. After mapping, you run the transform to apply the data (inserting or updating records). It allows bulk data import with controlled mapping and transformations.

25

Change vs Release management.

Reference answer

Change management is a process to manage changes to the IT infrastructure, focusing on assessing, approving, and implementing changes while minimizing risk. Release management is a process to plan, schedule, and control the deployment of multiple changes as a release, ensuring coordinated and efficient rollout. Key differences: Change management deals with individual changes, while release management groups changes into releases for deployment. Change management focuses on risk and approval, release management on packaging and scheduling.

26

What is performance analytics in ServiceNow?

Reference answer

Performance Analytics in ServiceNow helps measure and visualize key performance indicators (KPIs) and metrics. It provides real-time dashboards, trend analysis, and actionable insights, allowing organizations to monitor performance, identify inefficiencies, and make data-driven decisions for continuous improvement. For example, in Incident Management, Performance Analytics can track KPIs like incident resolution time and first-contact resolution rate. A dashboard can display trends over time, helping teams identify if performance is improving or if bottlenecks exist. They can take proactive actions to optimize service delivery.

27

Is admin able to create an acl?

Reference answer

Yes, an admin (with the 'admin' role) is able to create an ACL, as the admin role has full access to all system configurations.

28

What is an import set?

Reference answer

An import set is a staging table used to import external data into ServiceNow. Data is first stored in the import set table, then transformed into target tables using a transform map.

29

How do you edit a form layout?

Reference answer

Navigate to the form, right-click the header, and select Configure → Form Layout. You can move fields between the available and selected lists, adjust sections, and then save.

30

What is "Flow Designer"?

Reference answer

Flow designer is, the modern way is to build the logic in ServiceNow and there will be no need for writing the code.

31

Describe the use and advantages of Flow Designer over legacy workflows.

Reference answer

Flow Designer offers a modern, low-code automation experience that replaces traditional workflows. It supports reusable sub-flows, integration spokes, and structured actions. It improves performance, flexibility, and readability without scripting. Flow Designer also integrates easily with external systems using IntegrationHub. It enhances scalability for digital workflow automation.

32

What are the metrics in ServiceNow?

Reference answer

Metrics are used for recording and measuring the workflow of individual records. By using metrics, customers are able to arm their process by giving tangible figures for measuring. For example, how much time it takes before a ticket is reassigned or changes its state.

33

What is a Service Catalog in ServiceNow?

Reference answer

A Service Catalog in ServiceNow is a collection of services and products offered to users, allowing them to request and manage services through a self-service portal. It streamlines service delivery and improves user experience by automating workflows.

34

What is a scorecard?

Reference answer

A scorecard is used for measuring employee performance or a business process. It provides a representation of progress across time in the visualized format. It belongs to an indicator. The initial step is defining the indicators that you wish to measure. You can enhance scorecards by adding aggregates, targets, breakdowns(scores per group), and time series.

35

How is a reference qualifier used in ServiceNow?

Reference answer

A reference qualifier in ServiceNow is used to filter the options available in a reference field based on specific conditions. It restricts the records displayed in a reference field, making it easier for users to select the correct values. How it works: - Default Reference Qualifier: By default, ServiceNow limits the options in a reference field to only those records from the referenced table. - Custom Reference Qualifier: You can customize the reference qualifier by defining a condition or writing a script (either in the UI or as a filter) to narrow down the available records. For example, you can display only active users or incidents with a high priority in the reference field. Example: If you have a reference field to select a Manager in a User record, you can use a reference qualifier to show only users with the "Manager" role. This way, only relevant users appear in the dropdown list.

36

What is the role of a Business Analyst in a ServiceNow project?

Reference answer

A ServiceNow Business Analyst gathers requirements and translates them into actionable configurations. They are also required to create user stories, process diagrams, or wireframes to clarify requirements. They conduct workshops with stakeholders to understand needs like approval processes or custom reports) and document functional specifications. For example, a BA might interview HR to map out their onboarding process and then design the corresponding ServiceNow flow.

37

What are REST APIs in ServiceNow, and how have you used them?

Reference answer

Cover inbound vs outbound REST, Scripted REST APIs, authentication methods, error handling, and real-world integration examples. Interviewers often ask follow-ups on security and payload validation.

38

What is the purpose of the setWorkflow(e) function?

Reference answer

The setWorkflow(e) is useful in enabling or disabling the execution of business rules that are subsequent actions triggered. If you set the parameter "e" value to false, an insert/update operation will not be audited. When the parameter "e" value is set to true for a GlideRecord operation, then only auditing will be done. Parameter "e" represents a boolean variable that will enable business rules if the value is true(default), and will disable them if the value is false.

39

Write a Business Rule to set incident priority to 'High' if impact is '1 - Critical.'

Reference answer

This would be a Business Rule running 'before' Insert or Update. Condition: `current.impact == '1'` Script: ```javascript current.priority = '1'; // '1' is typically High ```

40

How will you handle "Merge Conflict" in an Update Set?

Reference answer

If two people change the same thing, the system gets confused. An Admin has to look at both versions and decide which one is the "winner" before moving the changes to Production.

41

What is the cascade check box in Order guides?

Reference answer

Check box is used to select whether the variables used should cascade, which passes their values to the ordered items. If this check box is cleared, variable information entered in the order guide is not passed on to ordered items.

42

How to create a new report in ServiceNow?

Reference answer

Navigate to Reports > Create New. In releases prior to Eureka, navigate to Reports > View / Run and then click New.

43

What do you mean by nodes in ServiceNow?

Reference answer

In ServiceNow, nodes refer to individual instances or servers in a clustered deployment, such as in a multi-instance or high-availability setup. Each node runs a copy of the ServiceNow application and database, and they work together to handle load, provide failover, and scale performance.

44

What is the role of notifications and events in ServiceNow development?

Reference answer

Notifications and events play a vital role in ServiceNow development, as they facilitate communication between different components of the platform and ensure that users are informed about important updates or changes. Notifications are used to send alerts, such as emails or SMS messages, to users based on specific conditions or triggers within the system. They help keep stakeholders informed about incidents, tasks, approvals, or any other relevant information, improving overall efficiency and collaboration. Events, on the other hand, act as signals within the ServiceNow platform, allowing various processes and workflows to communicate with each other. When an event is triggered, it can initiate actions like running scripts, updating records, or generating notifications. Events enable developers to create more dynamic and responsive applications by linking together different parts of the system and automating complex processes. In summary, both notifications and events contribute significantly to enhancing user experience, streamlining workflows, and ensuring seamless integration across the ServiceNow ecosystem.

45

What is Workflow in ServiceNow?

Reference answer

Workflow automates processes such as approvals and task creation using graphical flow logic.

46

What is ServiceNow, and how does it work? (one of the most basic ServiceNow interview questions for freshers)

Reference answer

ServiceNow is a powerful cloud-based platform that offers a range of IT service management (ITSM) solutions. It provides a consolidated view of various IT processes, enabling organizations to automate workflows, streamline operations, and enhance service delivery. With ServiceNow, teams can easily manage incidents, change requests, problem tickets, and more. Imagine a large organization with multiple departments. ServiceNow acts as the central nervous system, seamlessly connecting these departments and their respective processes. For instance, if a user encounters a software issue, they can submit an incident ticket through the ServiceNow portal. ServiceNow then assigns the ticket to the appropriate IT technician, who resolves the issue and updates the ticket. This integrated approach ensures efficient and transparent communication across the entire organization.

47

If we have to show a module to a particular role only then how can it be done?

Reference answer

To show a module to a particular role only, you can set the 'Roles' field on the module record to the specific role, ensuring it is only visible to users with that role.

48

What is the importance of Access Control Lists (ACLs) in ServiceNow?

Reference answer

Access Control Lists (ACLs) play a vital role in ServiceNow by ensuring data security and maintaining the integrity of the platform. They provide granular control over who can access, create, modify, or delete specific records within tables, as well as execute certain actions on those records. Implementing ACLs is essential for adhering to organizational policies and compliance requirements. It helps prevent unauthorized access to sensitive information and reduces the risk of accidental changes or deletions that could disrupt business processes. Additionally, ACLs contribute to an efficient user experience by only displaying relevant data and options to users based on their roles and permissions, streamlining their interactions with the system. In summary, using ACLs in ServiceNow is critical for safeguarding data, ensuring compliance, and optimizing the overall user experience.

49

What is difference b/w ACL* and ACL none?

Reference answer

In ACLs, '*' (asterisk) means all users or all operations, while 'none' typically means no access or an empty condition. The difference is that '*' grants access broadly, and 'none' restricts access entirely.

50

Describe an automation scenario you have successfully implemented, individually or with the team.

Reference answer

I successfully implemented an automation scenario where we used Flow Designer to automate the approval process for employee onboarding. The flow triggered when a new user record was created, automatically assigned tasks to relevant teams (IT, HR, Facilities), sent email notifications, and updated the user record upon completion. This reduced manual effort by 80% and decreased onboarding time from 3 days to 4 hours.

51

What is ServiceNow?

Reference answer

ServiceNow is a cloud based IT Service Management (ITSM) tool. It provides a single system of record for: All aspects of IT Services live in the ServiceNow ecosystem. It gives us a complete view of services and resources. This allows for broad control of how to best allocate resources and design the process flow of those services.

52

Explain the purpose of the ServiceNow Update Set.

Reference answer

An Update Set in ServiceNow is a container used to capture and move customizations between instances, ensuring consistency and tracking changes. It is essential for managing platform updates and deployments efficiently.

53

Explain the concept of GlideRecord and provide an example of how to use it to query a table.

Reference answer

GlideRecord is a JavaScript class used in ServiceNow to perform database operations such as querying, updating, and deleting records. For example, to query the 'incident' table, you can use the following script: var gr = new GlideRecord('incident'); gr.query(); while (gr.next()) { gs.info(gr.number); }

54

What is the role of testing for a ServiceNow Developer?

Reference answer

- Creates and runs unit tests for their scripts and configurations. - Tests flows and workflows with different data and edge cases. - Supports functional and UAT testing with business and QA teams. - Fixes defects found in testing and learns from them.

55

How to query for active and inactive records in ServiceNow?

Reference answer

You can use the addActiveQuery() method to get all the active records and the addInactiveQuery() to get all inactive records.

56

How does the setWorkflow(e) function work?

Reference answer

The setWorkflow(e) function in ServiceNow is used to enable or disable the execution of workflows during record operations. This function controls whether workflows are triggered when a record is inserted, updated, or deleted. Key Points: - e = true: This enables the workflow to run, triggering the associated workflow when the record is processed. - e = false: This disables the workflow, preventing it from running during the record operation. Example: If you want to update a record without triggering any associated workflows, you can use setWorkflow(false) to temporarily disable workflow execution: var gr = new GlideRecord('incident'); gr.get('sys_id', '12345'); gr.setWorkflow(false); // Disable workflow gr.short_description = 'Updated Incident'; gr.update(); // Workflow will not trigger In short, setWorkflow(e) is used to control workflow execution during record operations, providing flexibility when you need to suppress or enable workflow triggers.

57

How does a ServiceNow Developer support multi‑instance environments (dev, test, prod)?

Reference answer

- Keeps development work in dev and moves changes through update sets or pipelines. - Tests thoroughly in test/UAT before requesting production deployments. - Coordinates with admins or release managers for deployment timing. - Verifies changes in production after deployment.

58

How do you configure SLAs for ITSM processes like Incident or Request?

Reference answer

SLAs define response and resolution targets. You create SLA definitions with conditions (e.g., Priority = 1), associate them with workflows, and use timers to track progress. Escalations can be triggered if SLAs breach.

59

What is the role of a ServiceNow Developer in Service Catalog?

Reference answer

- Creates catalog items, record producers, and order guides. - Configures variables, variable sets, and dynamic behaviour. - Builds workflows or flows for fulfilment. - Works on portal widgets or UI policies to improve user experience.

60

What is the email address of an instance? Where it is mentioned?

Reference answer

The email address of an instance is typically in the format 'instance_name@service-now.com'. It is mentioned in the 'System Mailboxes' section under 'System Properties' or 'Email Accounts'.

61

What is a Script Include, and how do you call it from a Client Script?

Reference answer

A Script Include in ServiceNow is a reusable server-side script that stores common functions and logic for use across Client Scripts, Business Rules, and workflows. It helps reduce duplication and improves maintainability of code. To call a Script Include from a Client Script, developers use the GlideAjax class to make asynchronous requests to the server. Script Includes must be set to Client Callable if used with GlideAjax. Script Includes enhance modular design in ServiceNow development.

62

What is the role of CMDB in ITSM and how do you maintain it?

Reference answer

CMDB stores Configuration Items (CIs) and their relationships. It supports ITSM by enabling impact analysis, change planning, and root cause identification. Maintenance: Use Discovery to auto-populate CIs, apply reconciliation rules, and monitor health via the CMDB Health Dashboard.

63

What are the different types of UI Policies in ServiceNow?

Reference answer

UI Policies in ServiceNow are rules that dynamically change the behavior of fields on a form. There are two main types: 'Mandatory' and 'Read-Only' policies, which can be used to set field visibility, mandatory status, and read-only status based on conditions.

64

What is indexing?

Reference answer

Indexing is a database optimization technique that creates a data structure (index) on one or more columns to speed up query performance. In ServiceNow, indexes are automatically created on sys_id and commonly queried fields, but custom indexes can be added to improve performance on large tables for frequent queries.

65

Workflow activities.

Reference answer

Workflow activities are predefined steps in a ServiceNow workflow that automate processes, such as approval, task creation, wait conditions, script execution, or branching. They can be configured to define flow logic and integrate with other modules like notifications or assignments.

66

What is Impersonating a user?

Reference answer

Impersonating a user means giving the administrator access to what the user would have access to. This includes the same menus and modules. ServiceNow records the administrator activities when the user impersonates another user. This feature helps in testing. You can impersonate that user and can test instead of logging out from your session and logging again with the user credentials.

67

Difference between catalog item and record producer.

Reference answer

A catalog item is a service catalog entry that allows users to request services or items, typically creating tasks, requests, or other records. A record producer is a type of catalog item specifically designed to quickly create a single record in a specified table (e.g., an incident or change request) with minimal user interaction, often using a simplified form. The key difference is that catalog items can have complex workflows and multiple stages, while record producers are streamlined for direct record creation.

68

What is workflow and tell me about the complex workflow you have designed?

Reference answer

A workflow in ServiceNow is a sequence of automated steps, tasks, approvals, and conditions that define a business process, such as incident resolution or change approval. I designed a complex workflow for 'Major Incident Management' that included: 1. Auto-assignment to a major incident team. 2. Parallel approvals from IT and business managers. 3. Automated escalation if no response within 15 minutes. 4. Integration with an external paging system via REST API. 5. Dynamic task creation for multiple support teams. 6. Conditional branching based on incident category (e.g., security vs. infrastructure). 7. Post-resolution review and automatic closure after confirmation.

69

Explain how you test client and server-side scripts.

Reference answer

For client scripts, I test form behaviors in the UI by triggering field changes and submissions. For server scripts, I use background scripts or controlled test records to check logic and outputs.

70

How to disable attachments for a particular table in ServiceNow?

Reference answer

Go to the dictionary of that table and add "Add no_attachment" to the Attributes field.

71

What are the different searches available in ServiceNow?

Reference answer

Following searches will help you find information in ServiceNow: Lists: Find records in a list; Global text search: Finds records in multiple tables from a single search field. Knowledge base: Finds knowledge articles. Navigation filter: Filters the items in the application navigator. Search screens: Use a form like interface to search for records in a table. Administrators can create these custom modules.

72

What object is used to reference the currently active form in a client script?

Reference answer

g_form object is used to reference the currently active form in the client script

73

What is a "Delegate"?

Reference answer

If a manager is on long leave, then they can appoint a Delegate. He is a person who will receive the approvals and notifications while they are gone. This won't let the work stop.

74

How do client-side and server-side scripting differ in ServiceNow?

Reference answer

Client-side and server-side scripting in ServiceNow differ in where the scripts run, the type of tasks they handle, and how they interact with the platform. Key Differences: Aspect | Client-Side Scripting | Server-Side Scripting | | Execution Location | Runs in the user's browser (client) | Runs on the ServiceNow server | | Languages | JavaScript (UI Scripts, Client Scripts) | JavaScript (Business Rules, Script Includes) | | Purpose | Handles user interface interactions and form behavior, such as field visibility, validation, or dynamic content updates. | Manages business logic, data processing, and interactions with the database. | | Performance | Affects user experience; executes on the client side, so it's faster for UI changes. | More suited for handling large-scale data operations and complex logic. | | Data Access | Cannot directly access the database; interacts with the server using GlideAjax for server-side calls. | Directly interacts with the ServiceNow database using GlideRecord. | | Example Use Case | Hiding or showing fields based on user input. | Querying records, updating data, or sending notifications. |

75

How does ServiceNow help with "Remote Work"?

Reference answer

It acts as the digital office. Here, everyone can see the current status of the task in ServiceNow, and you do not need to go to everyone.

76

How to show a service request only to some set of users or groups?

Reference answer

To show a service request only to a specific set of users or groups, you can set the 'Roles' or 'User Criteria' on the catalog item record to restrict visibility.

77

What is ACL in ServiceNow?

Reference answer

ACL(Access Control List) in ServiceNow defines what can be accessed by data users and in what way they can access the same. ACL rules require users to fulfill individual requirements to obtain access to particular data.

78

What is the role of HTML Sanitizer in ServiceNow?

Reference answer

The HTML Sanitizer in ServiceNow is a security feature designed to prevent malicious code injection, particularly defending against cross-site scripting (XSS) attacks. It cleans up HTML content, removing any untrusted or harmful tags, attributes, and JavaScript code from user-generated content, such as knowledge articles, comments, or descriptions. Role and Purpose: - Sanitization: The HTML Sanitizer removes potentially dangerous elements like

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