Tables are created in the system definition module, fields are added with appropriate types, and access permissions are assigned. Relationships and dependencies are defined for accurate data modeling. Update sets track changes for migration to other instances. Testing ensures the table works correctly in workflows. Naming conventions and standards maintain consistency. Proper table design is critical for system stability.
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參考答案
In ServiceNow, an application is a collection of modules, tables, and resources designed to provide specific business functionality. It includes features like forms, workflows, and reports, and can be customized to meet organizational needs.
Applications also have security controls, ensuring only authorized users can access them. For example, the Incident Management application includes modules to log, track, and resolve incidents.
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22 週題庫練習
3通過認證考試
3
參考答案
An access control list (ACL) in ServiceNow determines what data users have access to and how they may access it.
4
參考答案
With data policies, you can enforce data consistency by setting mandatory and read-only states for fields. Data policies are similar to UI policies, but UI policies only apply to data entered on a form through the standard browser. Data policies can apply rules to all data entered into the system, including data brought in through email, import sets or web services and data entered through the mobile UI.
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參考答案
Open the table's dictionary entry. In the configuration, uncheck the "Allow attachments" option. This prevents all users from uploading files to that table's records.
6
參考答案
The following are the various Workflow Activities:-
- Conditions
- Tasks
- Timers
- Utilities
- Notifications
- Approvals
7
參考答案
Inactive users. Users with no userID.
8
參考答案
Administrators can delete custom tables that are no longer needed.
A table is custom if an administrator created it and it is not part of a system upgrade or plugin activation
Custom table names always begins with u_, or x_ for scoped tables
You cannot delete base system tables. If you inadvertently delete such a table, it is automatically recreated when you upgrade an instance.
You cannot delete a table with associated tables extending from it.
Deleting all records for a table also deletes records from tables that extend the table
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參考答案
ServiceNow Orchestration is a module that automates complex IT and business processes across multiple systems and applications. It extends the capabilities of ServiceNow workflows by integrating with external systems through APIs, scripts, and connectors. Orchestration enables tasks such as user provisioning, incident remediation, and system monitoring to be automated, reducing manual effort and improving efficiency. It supports seamless coordination of activities across different platforms, ensuring consistent and reliable process execution.
10
參考答案
A Dictionary Override in ServiceNow allows you to modify field properties (like type, label, or default value) for a specific table without affecting the same field in other tables. It is useful when customizing inherited fields from extended tables.
For example, in ServiceNow, the Priority field in the Task table may default to 4 - Low, but in the Incident table, you may want it to default to 3 - Moderate. Using a Dictionary Override, you can customize the default value of the Priority field for the Incident table without changing it for the Task table.
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參考答案
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.
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參考答案
ServiceNow is a cloud-based firm that offers specialized management software (SaaS). The company specializes in IT services management (ITSM), IT operations management (ITOM), and IT business management (ITBM) and offers several apps and plugins to help users manage projects, teams, and client interactions. ServiceNow is simple to integrate with other tools.
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參考答案
This question evaluates your time management and prioritization skills. Discuss your approach to arranging tasks, making use of ServiceNow's service management features judiciously to maintain high standards.
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參考答案
While both are used to restrict data access and ensure data integrity, Access Control Rules (ACLs) dictate who can access particular data and perform operations like read, write, or delete. In contrast, Data Policies enforce data quality by setting field attributes to mandatory or read-only, ensuring the data that's entered adheres to certain standards.
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參考答案
Locked-out users cannot directly trigger inbound email actions in ServiceNow since they cannot log into the system. However, inbound email actions can still be triggered in certain scenarios:
- Email Processing: Even if a user is locked out, if they send an email to a ServiceNow inbox (such as for incident creation), the system can still process the email based on predefined rules.
- Email Accounts with Access: If the email action is configured to handle messages from a specific address (like a support email account), it can trigger inbound actions even if the sender's account is locked.
The key is that inbound email actions are based on email content, not user login status, so locked-out users can still interact with the system via email.
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參考答案
A Script Include is a reusable server-side script that can be called from other scripts, making it ideal for shared functions. In contrast, a Business Rule is an event-driven script that runs when records are inserted, updated, or deleted, ensuring specific actions are taken based on database events.
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參考答案
To develop custom applications and customise out-of-the-box applications
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參考答案
Some best practices for impersonation are-
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參考答案
The application navigator, often known as the left navigation bar, gives users rapid access to all programs and the modules they include, allowing them to discover information and services quickly. In Instance, an application is a collection of modules (or pages) that provide linked information and functionality. The Incident application, for example, has modules for creating and viewing incidents. Modules for configuring servers, databases, and networks are available in the Configuration Management application.
20
參考答案
Use GlideRecord with orderBy and compare adjacent records.
var gr = new GlideRecord('incident');
gr.orderBy('number');
gr.query();
var prevNumber = null;
while (gr.next()) {
var currentNumber = gr.getValue('number');
if (currentNumber === prevNumber) {
gs.info('Duplicate: ' + currentNumber);
}
prevNumber = currentNumber;
}
21
參考答案
Journal fields work together to create a log of changes and comments as tasks are worked on.
Journal fields work on audited tables only.
Fields of the journal_input type are multi-line text boxes which, upon saving, add the comments into the Activity field with a notation
Two fields in ServiceNow are journal fields – Additional Comments and work notes.
22
參考答案
Knowledge uses article lifecycle, user feedback, and publishing workflows to capture and share support content, improving first-call resolution.
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參考答案
Performance Analytics is an additional application in ServiceNow that allows customers to take a snapshot of data at regular intervals and create time series for any Key Performance Indicator (KPI) in the organization.
24
參考答案
Application navigator is used to linking the application menus and modules.
The service catalog can be modified by using Service catalog> maintain the item.
25
參考答案
ServiceNow can integrate with other systems using various methods like SOAP, REST, and direct API calls. IntegrationHub is another feature in ServiceNow that allows for easy connection with other systems through Spokes and Flows.
26
參考答案
The Email Notification system in ServiceNow allows you to send email alerts and updates based on specific conditions and events. Notifications are configured with conditions that trigger them, such as record insertions, updates, or deletions. You can define the recipients, subject, and message content, including dynamic placeholders for record data. Email templates and notification rules help standardize and automate communication, ensuring that stakeholders are informed of important events and changes within the platform.
27
參考答案
A Response Template in HRSM is a pre-defined template used to standardize responses to HR cases.
28
參考答案
To enable or disable an application in ServiceNow, you need to modify its application settings through the Application Manager. Here's the process:
To Enable an Application:
- Navigate to the Application: Go to System Applications > Applications in the ServiceNow application navigator.
- Search for the Application: In the list of installed applications, search for the application you want to enable.
- Enable the Application: Once you find the application, click on it to open the details. If the application is disabled, you'll see a checkbox or toggle labeled Active. Simply check this box or toggle it to Active to enable the application.
- Save Changes: Click Save or Update to apply the changes and enable the application.
To Disable an Application:
- Navigate to the Application: Go to System Applications > Applications in the ServiceNow application navigator.
- Search for the Application: Find the application you want to disable.
- Disable the Application: Open the application's record and uncheck the Active checkbox or toggle it to Inactive.
- Save Changes: Click Save or Update to disable the application.
Only users with the admin role can enable or disable applications. Disabling an application can impact users and workflows, so it's important to review the effects before making changes.
29
參考答案
The Reminder [reminder] table provides a way to auto-generate reminders for a task.
Any table that extends the Task table, such as the Incident [incident] table, can use the Reminder [reminder] table.
You can add Reminders as a related list to the Incident form by opening the form context menu, navigating to Configure > Related Lists, and adding Reminders->Task.
By default, only an administrator can create or modify a Reminder record.
To enable non-administrators to create reminders, add create and read ACL rules to the Reminder [reminder] table and specify the user's role.
To access the Reminder table, type reminder.do in the filter navigator.
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參考答案
| Feature | Client Script | Business Rule |
|---|---|---|
| Execution Context | Executes on the client-side (browser) | Executes on the server-side (ServiceNow server) |
| Trigger Events | Triggers on form load, field change, or submit | Triggers on database actions (before or after) |
| Functionality | Used for client-side validation and UI behavior | Implements server-side logic and data manipulation |
| Scope | Affects individual forms and UI actions | Applies globally across records or tables |
| Performance | Lightweight and responsive | Heavier, impacting server processing |
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參考答案
Access control lists (ACL) rules limit data access by directing users to meet a set of criteria before interacting with it. The following are the components for all access control list rules: The target to which access must be restricted is the object. Each object has a type and a name that distinguishes it from other tables, fields, or records.
32
參考答案
ServiceNow CMDB (Configuration Management Database) is used to manage configuration items (CIs) and their relationships within an organization's IT infrastructure. It provides a single source of truth for IT assets, helping to track configurations, dependencies, and changes. This aids in maintaining accurate information for incident, problem, and change management processes, ensuring better service delivery and reducing risks associated with changes.
33
參考答案
It is a central database that works as a digital warehouse for every technology an organization owns. Well, this tracks "Configuration Items" (CIs), which include the physical hardware such as servers and laptops.
34
參考答案
Performance Analytics provides in-depth insights, analytics, and visualizations about processes in ServiceNow. This data-driven approach helps businesses make informed decisions, identify bottlenecks, and continually improve their service delivery.
35
參考答案
The latest versions are named after cities, including Jakarta, Orlando, Paris, and Cuba. Each version introduces new features, improvements, and security patches. Incremental releases enhance performance and usability. Admins plan upgrades to leverage new functionality. Versions maintain compatibility with plugins and scripts. Naming conventions help identify release timelines and scope.
36
參考答案
You can find all tables extended from a particular table by querying the 'sys_db_object' table where the 'extends' field equals the name of the parent table.
37
參考答案
A transform map is a field map collection that identifies the relationships between fields in an import set and fields in a ServiceNow table, such as Incident [incident] or User [sys user]. You can reuse a transform map to map data from another import set to the same table after you've created it. An administrator can use the Transform Maps module to select destinations for imported data from any table. To describe the connection between source fields on an import set table and destination fields on any table, transform mapping can be as simple as a drag-and-drop procedure. Use transform mapping to map source and destination fields automatically.
38
參考答案
The Task table can help in almost all work-related tables in ServiceNow. Because Incident, Problem, and Change all extend from Task, they all share common features like Assigned To, Due Date, and State.
39
參考答案
The isLoading function is a client-side function used to check if a widget or page is still loading data.
40
參考答案
To retrieve active and inactive records from a table in ServiceNow, you can use the following methods:
Using GlideRecord: You can filter records based on the active field, which typically holds a boolean value (true for active, false for inactive). For example:
- Retrieve Active Records:
var gr = new GlideRecord('incident');
gr.addQuery('active', true); // Filters for active records
gr.query();
while (gr.next()) {
// Process each active incident
}
- Retrieve Inactive Records:
var gr = new GlideRecord('incident');
gr.addQuery('active', false); // Filters for inactive records
gr.query();
while (gr.next()) {
// Process each inactive incident
}
Using List Filters: You can use the ServiceNow UI to filter active or inactive records in a list view. Simply apply a filter on the active field (active = true for active records, active = false for inactive ones).
Using Reports: You can create a report in ServiceNow that filters records based on the active field, showing either only active or inactive records.
These methods allow you to efficiently query and retrieve records based on their active status, either programmatically or through the ServiceNow interface.
41
參考答案
A transform map is a set of fields that determines the relationship between fields in an imported dataset and fields in an existing ServiceNow table. It's used during data import to guide the movement of data from the import set table to the target table.
42
參考答案
I would create a new SLA definition in the SLA module. The condition would match urgent incidents (priority = 1). The start condition would be "incident created," and the stop condition would be "incident resolved." I would also define a short target time, such as 4 hours, and attach it to the relevant priority rules.
43
參考答案
Use GlideAggregate with AVG aggregate.
var ga = new GlideAggregate('incident');
ga.addQuery('sys_created_on', '>=', gs.daysAgoStart(30));
ga.addAggregate('AVG', 'resolved_at');
ga.groupBy('category');
ga.query();
while (ga.next()) {
var avgTime = ga.getAggregate('AVG', 'resolved_at');
gs.info(ga.getDisplayValue('category') + ': ' + avgTime);
}
44
參考答案
Change management provides an organized approach to control the life cycle of the complete change. This application offers plenty of useful changes that can be made without any major interference to IT services.
45
參考答案
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.
46
參考答案
Client transaction timing refers to the sequence of client-side events in ServiceNow: onLoad runs when a form loads, onChange runs when a field value changes, and onSubmit runs before form submission. Knowing this helps control UI behavior.
47
參考答案
Expect phone screen, technical interview with Q&A and live scenario, practical assignment, and final behavioral or hiring-manager interview; timelines vary by company.
48
參考答案
In ServiceNow, GlideRecord is a Java class helpful to connect with the ServiceNow instance's database operations within a script. Also, this class offers many API methods to recover, build, update and remove various records saved within the ServiceNow instance.
49
參考答案
An asynchronous call is used when you need to perform a long-running operation without blocking the user interface, such as sending a large number of emails or processing a large data import.
50
參考答案
Tables created by servicenow in the now platform.
Examples- incident, problem, task,cmdb_ci etc
admins can't delete these tables.
51
參考答案
A Recorded Glide in ServiceNow refers to the GlideRecord API, which allows for querying and interacting with the database from server-side scripts. CRUD (Create, Read, Update, Delete) actions are carried out on records using it. GlideRecord provides methods to query tables, retrieve data, and manipulate records programmatically. It supports server-side scripting to automate processes and enforce business logic. GlideRecord is fundamental for developing and customizing applications within ServiceNow.
52
參考答案
When an import modifies a table that isn't the target for that import, it's called a foreign record insert. This occurs when a table's reference field is updated. When you edit a value for the caller on an incident, the import updates the sys user table.
53
參考答案
A BSM Map refers to a Business Service Management Map, an important ServiceNow feature. It presents the configuration items graphically and allows users to visualize ServiceNow CMDB and other business services.
54
參考答案
Access control in ServiceNow is managed through roles and access controls. Roles define permissions for users based on their responsibilities. Access controls specify which roles can access specific tables, fields, and UI actions. Access can also be controlled through ACLs (Access Control Lists) and business rules for finer control over data visibility and modification.
55
參考答案
Use an onSubmit client script to validate.
function onSubmit() {
var checkedCount = 0;
var checkboxes = ['field1', 'field2', 'field3'];
for (var i = 0; i < checkboxes.length; i++) {
if (g_form.getValue(checkboxes[i]) == 'true') {
checkedCount++;
}
}
if (checkedCount < 2) {
alert('Please select at least 2 checkboxes.');
return false;
}
return true;
}
56
參考答案
Flow Designer is a modern, visual tool allowing admins and developers to automate processes in ServiceNow without writing code. It's user-friendly and suitable for creating complex workflows.
57
參考答案
A group is a set of users who share a common purpose. Groups may approve change requests, resolve incidents, receive email notifications, or perform work order tasks. Any business rules, assignment rules, system roles, or attributes that refer to the group automatically apply to all group members. Users with the user_admin role can create and edit groups. Group records are stored in the Groups [sys_user_group] table.
58
參考答案
A UI Action is a button, link, or menu item on a form or list that executes code when clicked. For example, the "Save" or "Update" buttons are built-in UI Actions. You can create custom UI Actions to run scripts on both the client and server-side — like a button to "Assign to Me" or a context menu option to generate a report.
59
參考答案
Select the check box to enable applications from other application scopes to create configuration records for this table that change its functionality.
For example, an application designer can select this table from the Tables list on business rules, client scripts, or UI actions.
This option offers design-time protection.
Clear the check box to prevent application designers from selecting this table when creating configuration records.
60
參考答案
The impersonation feature lets administrators log in as other users without a password, enabling testing of access controls, troubleshooting, and validating user-specific settings. It helps verify workflows, approvals, and notifications from the user's perspective. This ensures that roles and permissions are correctly configured. Impersonation also supports training and demonstration purposes. The feature prevents the need to request user credentials. It ensures compliance and avoids unnecessary errors in testing.
61
參考答案
An Incident is an unplanned event that disrupts service, while a Request is a planned request for a service or information.
62
參考答案
Admin users can access all features, while non-admin users can access specific aspects based on their roles.
63
參考答案
Update Sets are containers for capturing customizations made in one ServiceNow instance (usually development) and moving them to another instance (like production). When you make changes, such as adding new fields, scripts, or other items, they are recorded in an update set. You then retrieve that update set in the target instance and commit it. It ensures configuration changes are tracked and deployed in a controlled manner, avoiding conflicts between environments.
64
參考答案
Application Navigator provides access or links to the applications or modules and allows users to find the required information quickly.
65
參考答案
Listen For: Anything beyond a developer including tester, business analyst, technical lead, trainer, and technical writer.
66
參考答案
The Service Catalog is a module in ServiceNow that allows administrators to define services, allowing users to request them. It's essentially a structured collection of IT and business services, and can include hardware requests, software provisioning, or even employee onboarding processes.
67
參考答案
A Script Include is a reusable server-side script that can be called from other scripts. It makes your life easier by promoting code reuse, reducing duplication, and simplifying maintenance.
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