Configuring Applications for Collaboration
117 questions from the Configuring Applications for Collaboration domain of the ServiceNow Certified System Administrator (CSA) exam, each with its answer and an explanation. Read them through as revision, then sit the full practice exam to test yourself on them under multiple-choice conditions.
1.What is the purpose of a formatter in ServiceNow instance? Select one of the following.
Answer
- Formatter is a form element used to display information that is not a field in the record
A formatter is a form element used to display information that is not a field in the record. Formatters are added to a form by configuring the form.
2.Which of the below is not a list interface element?
Answer
- Gauge
A gauge is not a list interface element; it is a container for graphical content on dashboards and homepages, and gauges are no longer supported.
3.Which protocol is used to send outbound emails from Service-now?
Answer
- SMTP
ServiceNow uses its SMTP server to process outbound email to users. Messages leave the ServiceNow datacenter as standard SMTP traffic routed to the organization's primary mail exchanger (MX) server.
4.From the below options, please choose the correct definition of "inactivity monitor" in ServiceNow instance.
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.
Inactivity monitors track tasks that have not been updated within a specified timeframe and act on them, so tasks are not lost or forgotten.
5.What is the sequence of conditions in a ServiceNow SLA definition?
Answer
- Start, Pause, Stop
An SLA definition uses Start, Pause and Stop conditions to define the SLA lifecycle. Hold, Halt and Begin are not valid SLA condition names, and In Progress is a task state rather than an SLA condition.
6.An IT manager is responsible for the network and hardware assignment groups, each group contains 5 team members. These team members are working on many tasks, but the manager cannot see any tasks on the Service Desk > My Groups Work List. What could explain this?
Answer
- The manager is not a member of the network and hardware groups
My Groups Work List only shows tasks assigned to groups the logged-in user belongs to. Overseeing a group is not enough; the manager field and the ITIL role do not control this visibility.
7.Which module displays a list of tasks assigned to a user's group but not yet assigned to an individual user?
Answer
- My Groups Work
The default ITIL homepage includes Users by Location, Open Items by Escalation, My Groups Work (outstanding work for your group not yet assigned to an individual), My Work, and ITIL Summary Counts. These reports link directly to the relevant records and tables.
8.What can agents do with the Sidebar feature in the Next Experience UI? (Choose 2)
Answers
- Create, open and search for discussions about their work
- Have real-time collaboration with others from a Workspace interaction-based record
The Sidebar lets agents create or join discussions tied to their tasks and collaborate in real time from within a record. It does not integrate records across Workspaces, handle caller communication, or provide broadcast/conferencing.
9.Which technique is used to get information from a series of referenced fields from different tables?
Answer
- Dot-Walking
Dot-walking accesses fields on referenced records across related tables, for example reaching user.email from an incident. Table-Walking and Record-Hopping are not real ServiceNow terms, and pulling sys_ids does not give field-level data across tables.
10.Which term best describes something that is created, has worked performed upon it, and is eventually moved to a state of closed?
Answer
- task
A task is the fundamental record type representing work: created, worked on, and eventually closed. Incidents, problems, changes and service requests all extend the task table. Workflows automate the process, reports visualize data, and events are notification triggers.
11.What allows agents to initiate a group discussion from a Workspace task-based or interaction-based record?
Answer
- Sidebar
In Agent Workspace the Sidebar provides collaboration features, letting agents start group discussions directly from task- or interaction-based records without leaving context. The Help menu offers documentation, Connect is the older chat framework, and Virtual Agent serves end-user self-service.
12.Which of the following allows a user to edit field values in a list without opening the form?
Answer
- List Editor
The list editor allows editing field values directly from a list without navigating to a form.
13.What are the three components of a filter condition?
Answers
- Field
- Value
- Operator
The condition builder format works as Field > Operator > Value.
14.On a list, what part of the table, does each column show?
Answer
- A field
Each column in a list corresponds to a field in the underlying table, representing a single piece of data such as sys_id, created_on, or priority. A record is a row, not a column, and relationships/attributes describe other concepts.
15.Statement: If you need to create a visual task board (VTB) as your personal organizer and create tasks of any type and freely add/remove cards and lanes, then the VTB type you should use is Flexible.
Answer
- TRUE
The Flexible VTB type allows creating tasks of any type and freely adding or removing cards and lanes, designed for personal organization with maximum customization.
16._______ is a field where you can ask natural language questions about the trends and health of your processes.
Answer
- Analytics Q&A
Analytics Q&A lets users ask natural language questions about data, trends and process health using NLP, without needing complex reporting or scripting.
17.List Editor has the feature that allows editing a field on multiple rows
Answer
- True
The List Editor allows inline editing of fields directly in a list view, and users can select multiple rows to update the same field value across them simultaneously, avoiding the need to open each record's form.
18.A manager wants to view a snapshot of month end Sales performance data, as compared to Sales targets. In addition, the manager wants to be able to see those monthly numbers trended over time and forecasted into the future. What capability do you suggest for this manager?
Answer
- Performance Analytics
Performance Analytics (PA) provides snapshots of data at points in time, trend analysis over time, and forecasting capabilities to project future performance — meeting all three requirements in one integrated solution.
19.What is a set of conditions applied to a table list to show a subset of the data?
Answer
- Filter
A filter restricts what records appear in a list by providing a set of conditions each record must meet to be included.
20.What can be used to automatically populate fields in a form?
Answer
- Template
Templates simplify submitting new records by automatically populating fields.
21.A manager wants to run a report showing how many Service Requests have been fulfilled for Business Cards, since the beginning of the year. What table would they select for building this report?
Answer
- Requested Item [sc_req_item]
Each Service Request generates one or more Requested Items (sc_req_item), and fulfillment status is tracked at that level rather than on the Request header or the Catalog Item definition table.
22.What can be set up to auto-assign all new Hardware category Incidents to a particular group? Select 3 Answers from the below options.
Answers
- Assignment rules
- Business rules
- Data lookup rules
Data lookup rules, assignment rules, and business rules (along with predictive intelligence) can auto-assign new Hardware category incidents to a group. Execution order: before business rules under order 1000, before engines including assignment rules, after engines including data lookup rules, then before business rules at or above order 1000, then after business rules.
23.Which of the following formatters is used to display the different stages in a linear process flow?
Answer
- Process flow formatter
The Process Flow Formatter visually displays a record's progress through a linear sequence of stages. The Approval Summarizer shows approval info, and Parent Breadcrumbs shows hierarchical navigation, not linear stages.
24.Which section in the task form shows the full history of updates and comments made on the task?
Answer
- Activity
The Activity section displays the complete chronological history of updates, comments, and work notes on a task.
25.How to show the visual task board view for tasks list?
Answer
- Right-click on any of the columns and select "Show Visual Task Board"
Right-clicking on a column in a task list and choosing "Show Visual Task Board" switches the view into a Kanban-style board; the gear icons and list header do not offer this option.
26.Which one of the following statements is correct regarding the difference between Save button and Update button?
Answer
- Save allows the user to remain on the same record while Update returns the user to the previously viewed record
Save keeps the user on the current record form after saving, while Update commits changes and returns the user to the previously viewed record (e.g., a list). Both apply the same input validations.
27.Which of the following roles is the minimum role required to be able to access My Work and My Group Work modules?
Answer
- itil
The itil role covers users working on IT service management processes and is the minimum requirement for accessing My Work and My Group Work modules, which display tasks tied to these ITIL processes.
28.Which of the following statements best explains the difference between Work Notes and Additional Comments?
Answer
- Work Notes are only available to fulfillers whereas Additional Comments are available to both fulfillers and customers/external users
Work Notes are internal, visible only to fulfillers, used for internal collaboration. Additional Comments are visible to both fulfillers and the customer/requester, keeping them informed. Both are stored in the activity history.
29.You are designing a form for a specific record. Which of the following is useful when you want to show records in the tables that have relationships to the current record?
Answer
- Related list
Related Lists display records from other tables related to the current record, e.g. Tasks or Change Requests linked to an Incident — the standard way to visualize relationships on a form.
30.One of the disadvantages of assignment rules is that they can only use configurations but no scripting can be added.
Answer
- False
Assignment rules support scripting in the Advanced condition field, allowing custom GlideRecord queries or scripts for complex logic beyond basic field matching.
31.Which one of the following orders is used by default to sort lists?
Answer
- order > number > name
By default, lists are sorted first by the order field, then number, then name, ensuring a logical sequence with number and name as secondary sort keys.
32._______ is the view that agents use to work on issues. This view includes in-depth record information and suggestions about how to resolve issues and communicate with requesters.
Answer
- Record view
The Record view is where agents work directly on issues, providing detailed record info, related lists, activity streams, and contextual resolution suggestions, plus communication with requesters.
33.How can you filter the types of activities that are displayed in the Activity section?
Answer
- Click on the funnel icon in the task form and select which activity types to show
The funnel icon on the task form lets users directly filter which activity types (emails, comments, work notes, etc.) appear in the Activity section, without needing administrative configuration.
34.Which of the following context menus can be used to configure the list?
Answer
- Column Context Menu
The Column Context Menu provides configuration options for lists such as column order, visibility, and layout, unlike the Record Context Menu (individual record actions) or List Context Menu (filtering/exporting the list as a whole).
35.The _______ provide(s) the Platform Analytics Workspace with a single page for all the dashboards, visualizations, analytics answers, and insights on your instance.
Answer
- Analytics Center
The Analytics Center is the unified entry point in the Platform Analytics Workspace, consolidating dashboards, visualizations, analytics answers, and insights into a single page.
36.Every list can have only one view.
Answer
- False
A list can have multiple views with different column configurations and filters, e.g. a detailed view for admins versus a simplified view for end users.
37.The benefit of the activity stream inline editor is that you can add comments to tasks without opening them.
Answer
- True
The activity stream inline editor lets users quickly add comments directly from the list view or activity stream without opening each task record individually, improving productivity.
38.Every task can be assigned to an assignment group and to a specific user at the same time.
Answer
- True
Task records have both an Assignment Group field and an Assigned To field, allowing tracking at the group level while delegating execution to a specific person.
39.The Activity Stream is an example of a formatter
Answer
- True
The Activity Stream is categorized as a formatter — a UI element that shows journal entries like comments and work notes directly on a record.
40.Which of the following is used to display a set of records?
Answer
- List
Lists show records from a table; tables store the data, forms show a single record's data, and modules are containers for groups of relevant links.
41.Which of the following chart types can be used to represent individual values as bars and the cumulative total as line?
Answer
- Pareto chart
A Pareto chart combines bars for individual values (typically descending) with an overlaid line showing the cumulative total, visually depicting the 80/20 rule.
42.What defines which fields appear in a list and order of fields?
Answer
- View
A view defines the elements that appear on a form or list, and users can switch views from the default for both.
43.You are designing an email notification that will be sent to the manager of the "Assigned to" user once an incident is created. Which of the following features will be useful to specify the recipient field?
Answer
- Dot walking
Dot-walking builds a chain of field names separated by dots to gather info across referenced tables, e.g. incident.assigned_to.manager, recommended limit of three levels.
44.What is the limit of Templates that can be made for a form?
Answer
- None of the listed answers
There is no limit to the number of templates a user can create or access for a form.
45.How to make a notification subscribable?
Answer
- Select the "Subscribable" checkbox in the notification form
Notifications are made subscribable by explicitly selecting the Subscribable checkbox; they are not subscribable by default, and personalization/privacy settings do not control this.
46.Which of the following chart types can be created directly by right-clicking a list? (select all that apply)
Answers
- Bar chart
- Pie chart
Right-clicking a list directly offers Bar chart and Pie chart creation. Line, Area, Donut, and Bubble charts require reporting tools or widgets rather than the list right-click menu.
47.What are the type of SLAs?
Answer
- All of the above
The three main types are SLA (Service Level Agreement, between provider and internal customers), OLA (Operational Level Agreement, between internal IT teams), and UC (Underpinning Contract, with external vendors).
48.Inbound action can be used to: (Select all that Apply)
Answers
- Parse Email
- Modify records
- Create Records
Inbound actions process incoming emails to extract information, modify existing records, and create new records. They cannot directly schedule a job.
49.Like business rules, notifications can be created when a record is inserted or updated.
Answer
- TRUE
Notifications can be triggered just like business rules when a record is inserted or updated, sending alerts based on specific criteria.
50.What is SLM?
Answer
- Service Level Management
SLM (Service Level Management) is a core ServiceNow functionality that helps define, track, and report on the quality of IT services delivered, via SLAs.
51.How do you change the sort sequence of fields or tasks?
Answers
- Modify the order field
- Make changes by clicking on the gear icon
The order field determines display sequence and can be modified directly; the gear icon (Personalize List/Form Layout) also allows adjusting the sort sequence for a user's view.
52.Types of SLA (SLA, OLA & UC) are defined in which field?
Answer
- Type Field
The Type Field explicitly captures the specific agreement type (SLA, OLA, or UC), allowing the system to differentiate between them.
53.Which one is used to group related fields together?
Answer
- Sections
Sections in ServiceNow forms are specifically designed to group related fields together for logical organization within a form.
54.To create two columns in a form, how many splits should be used
Answer
- One
Form layout can be configured to have multiple columns within a single section without needing to split the form layout itself.
55.When you have subject filled on email notification as well as on the notification template, which one will appear on the sent email?
Answer
- Subject from Email Notification
When both the email notification record and the notification template contain a subject, the subject defined in the email notification takes precedence.
56.Which of the following is possible via an inbound action? choose two options
Answers
- Sends an email notification
- Modifying existing records
Inbound actions can send email notifications when conditions are met, and can modify existing records (e.g., an inbound email updating an incident record or changing its state).
57.What is a Service Now event?
Answer
- It is an indication to the ServiceNow processes that something notable has occurred, e.g., approving a request, workflow, etc.
A ServiceNow event acts as a trigger for various actions within the platform, such as executing business rules, client scripts, workflows, and other automated processes. Events can be generated by user actions, system processes, or external integrations.
58.When can SLAs include actions be triggered on ServiceNow instance?
Answer
- Anytime
SLA actions can be configured to trigger at any point in the SLA lifecycle - when SLA starts, while in progress, at warning thresholds, on breach, or on completion.
59.End Users can personalize the list layouts for themselves.
Answer
- TRUE
End users can personalize list layouts to suit individual preferences, customizing displayed columns, sort order, and other settings.
60.Form Context Menu provides a graphical representation of other tables related to a specific table?
Answer
- FALSE
While the Form Context Menu provides various actions and options related to the current form, it does not offer a graphical representation of related tables.
61.Resetting the list layout globally will over ride personal preferences.
Answer
- TRUE
When the list layout is reset globally, it applies to all users and overrides any personal preferences they may have set, enforcing a standardized view.
62.When relating to Task SLA Time-Based Fields, The Breach time is the same as Planned end time.
Answer
- FALSE
Breach time represents when the SLA will be violated, while Planned end time is calculated based on the SLA schedule and pause conditions - these are distinct fields.
63.Which is the correct role that allows you personalising a list view on a ServiceNow instance?
Answer
- personalize_list
The personalize_list role grants users the ability to customize list views by adding, removing, and reordering columns, and adjusting layout and filters.
64.What is retroactive start in SLA?
Answer
- It is used for attaching SLA from a particularly created date & time without attaching SLA on the opened time.
Retroactive start allows an SLA to begin at a specific condition or timestamp rather than the record's creation time, useful when the SLA should reflect a business milestone.
65.Enhanced notification preferences enable you to easily change your preferences and choose which notifications you prefer, where and when you want to be notified. What options are available for users when setting their notification preferences in Next Experience? (Select 3)
Answers
- Enable or disable a particular channel for receiving notifications.
- Create, edit, or delete notification channels for instant messages, email, SMS, and voice.
- Create custom notifications by subscribing to system notifications and applying desired conditions.
Users can enable/disable notification channels, manage their own notification channels, and create custom notifications via subscriptions with conditions. They cannot set global preferences for all users or manage system-level notifications - those are admin functions.
66.Which of the following is not a field?
Answer
- Split
'Split' is not a recognized ServiceNow field type, unlike Duration, Script, and Suggestion.
67.Where can we create SLAs, OLAs and Underpinning Contracts?
Answer
- Service Level Management
SLAs, OLAs, and Underpinning Contracts are all created and managed within the Service Level Management module.
68.Select Correct statements: (Select all that Apply)
Answers
- Metric is used to measure and evaluate the effectiveness of ITSM process
- Metric can gather data as the data is updated
- Metric measures data over time to show past history
- Metric definition provides a declarative way of defining metrics and once defined, the data for the metric is gathered and occurences of the metric are calculated and stored
All four statements accurately describe how ServiceNow metrics gather, measure, define, and evaluate ITSM process data over time.
69.How are referenced fields identified in ServiceNow?
Answer
- From Reference lookup Icon
Referenced fields are marked with a reference lookup icon (magnifying glass) that lets users search the related table.
70.Use _________ to categorize, flag, and locate your records
Answer
- Tags
Tags let users categorize, flag, and later locate records across the platform.
71.Personalizing form doesn't allow users to hide __________ fields
Answer
- Mandatory
Form personalization lets users hide many optional fields, but Mandatory fields cannot be hidden since they must always be completed.
72.What defines and monitors the guarantees established with an outside supplier and is a tool for supplier management?
Answer
- Underpinning contract (UC)
An Underpinning Contract (UC) is the formal agreement used to define and monitor service guarantees with an external supplier.
73.Where can Pause condition be used in SLA?
Answer
- It can be put on any desired field
An SLA's Pause condition is flexible and can be configured against any field on the task record, not limited to a specific predefined state.
74.What are the different components of an SLA in ServiceNow?
Answer
- SLA Definition, Task SLA, SLA Workflow, SLA Automation, SLA Conditions
The full set of SLA-related components in ServiceNow includes SLA Definition, Task SLA, SLA Workflow, SLA Automation, and SLA Conditions.
75.Which module can be used to create assignment lookup rules?
Answer
- System Policy > Rules > Assignments Lookup Rules
Assignment lookup rules, which auto-assign tasks based on conditions, are created under System Policy > Rules > Assignments Lookup Rules.
76.Which module can be used to create assignment rules?
Answer
- System Policy > Rules > Assignments
Assignment rules that automatically route tasks are created under System Policy > Rules > Assignments.
77.Which module can be used to see a list of events that have been triggered?
Answer
- System Policy > Events > Event Log
System Policy > Events > Event Log is the designated location to view a comprehensive list of triggered events for troubleshooting and auditing.
78.Notifications can be sent to individual users or to groups or to both.
Answer
- True
ServiceNow notifications can be configured to target individual users, groups, or a combination of both, offering flexible communication options.
79.You can approve/reject an approval request record by right clicking the approval request in the list and then selecting approve or reject
Answer
- True
Users can right-click an approval request record directly in a list view and choose Approve or Reject without opening the full form.
80.Related lists do NOT appear on a form until a record has been saved to the database
Answer
- True
Related lists only display once the parent record exists in the database, since they show records related to that specific saved record.
81.Which module should be used to create visual task boards?
Answer
- Self-Service > Visual Task Boards
Visual Task Boards, which let users organize and track tasks visually, are created and managed under Self-Service > Visual Task Boards.
82.The manager plans to send the same report every month to the client via email. What can help with this?
Answer
- Scheduled Report
A Scheduled Report automatically runs at a defined frequency and emails the output (CSV, XLS, PNG, or PDF) to recipients, ideal for recurring monthly reports.
83.What is a key difference between Reporting and Performance Analytics?
Answer
- Performance Analytics contains snapshots of data taken over time; Reporting shows only the data as it is, at the moment the report is run.
Performance Analytics captures periodic snapshots of data over time to support trend analysis, while standard Reporting only reflects a point-in-time view of the data when the report is generated.
84.What is the name of the string that displays filter criteria?
Answer
- Breadcrumb
The Breadcrumb is the clickable text string at the top of a list view showing the currently applied filter conditions.
85.Which features allow you to update multiple records at one time? Select 2 answers.
Answers
- A. Update Selected Action
- E. List Editor
The Update Selected action lets you bulk-edit a field across selected list records, and the List Editor allows inline editing of multiple records directly in a list view.
86.Which table stores the Task SLA records for the SLA's attached to particular tasks?
Answer
- task_sla
The task_sla table stores Task SLA records tracking SLA instances attached to specific tasks.
87.Your customer would like to create a new template to notify users who are affected by network outages at their site. Which module would you use to create a new notification?
Answer
- System Notification > Email > Notifications
New email notification templates are created via System Notification > Email > Notifications.
88.On a filter condition, which component is always a choice list?
Answer
- Operator
The Operator component of a filter condition (e.g., is, is not, greater than, starts with) is always presented as a choice list based on the field's data type.
89.The customer has asked that you change the default layout of the Task list. They would like these columns, in this order: Number, Task Type, Parent, Short Description, Assignment Group, Assigned to, Updated.
Answer
- Right click on any column header, Context Menu > Configure > List Layout
To change the default list layout for all users, right-click a column header and select Configure > List Layout. The other options configure personalized, user-specific list views, not the global default.
90.On a filter condition, there is an element, which is based on the table, the user access rights, and columns on the table. What is this element called?
Answer
- Field
A field is the element used in filter conditions — it is tied to a table, respects user access rights, and represents a column on that table.
91.How is the Event Log different from the Event Registry?
Answer
- Event Log contains generated Events, the Event Registry is a table of Event definitions
The Event Log contains actual generated event records, while the Event Registry is a table of event definitions used to configure what events can trigger notifications, alerts, and other actions.
92.What type of query allows you to filter list data using normal words, instead of the condition builder?
Answer
- Natural Language Query
Natural Language Query (NLQ) translates natural language input into GlideRecord queries, rendering them into an executable structured format (such as JSON) or a visual definition as the response.
93.When managing tags, you can adjust who is able to see it. What are the visibility options? (Select 3 answers.)
Answers
- Everyone
- Me
- Groups and Users
Tags can be visible to any user (Everyone/global), visible only to specific groups or users (Groups and Users/shared), or visible to a single user (Me/private).
94.What automatically assigns tasks to users or groups?
Answer
- Assignment Rules
Assignment Rules automatically set the assigned_to and assignment_group fields when a set of conditions is met. To run, the record must be newly created/updated (not just an unsaved form change), currently unassigned, and match the first (lowest order) applicable rule.
95.What will happen if you click 'Show Matching' on the 'Software' category on the incident list?
Answer
- All incidents with Software category will remain visible
Right-clicking a field value and selecting Show Matching adds a condition (e.g., Category = Software) as the most specific condition of the filter, so only matching records — those with the Software category — remain visible in the list.
96.When creating a new notification, what must you define? (Select 3 answers.)
Answers
- What the content of the notification
- Who receives the notification
- Under what conditions is the notification sent
Every notification needs defined content, recipients, and the conditions/events under which it's triggered. Handling inactive accounts is an administrative task unrelated to notifications, and notifications aren't tied to a knowledge base.
97.What will happen if you click 'Filter Out' on the 'Hardware' category on the incident list?
Answer
- All incidents with Hardware category will disappear from the list
Filter Out removes records matching the selected value from the current list view, so incidents categorized as Hardware are excluded, letting the user focus on other categories. It doesn't open a new window — it simply modifies the current list.
98.On the Form header, which element you to access form templates?
Answer
- More Options (...)
The More Options (ellipsis) menu in the form header provides access to additional actions including form templates. The Stamp icon relates to approvals/workflow actions, the Paperclip is for attaching files, and Pages relates to navigation/related lists, not templates.
99.What ServiceNow feature allows you to include data from a secondary related table on a report?
Answer
- Dot Walking
Dot Walking lets you traverse relationships (e.g., from Incident to its Assignment Group's fields) to include related table data as columns in a report, via the Configure/Choose columns section.
100.While showing a customer their Incident form, they ask to change the Priority field title to display their internal terminology. How would you do that? (Select 2 answers.)
Answers
- Right click on Priority and select Configure Dictionary
- Right click on Priority and select Configure Label
Configure Label directly changes the field's displayed label on the form. Configure Dictionary can also modify the label at the field/dictionary level, potentially reflecting the change across all uses of that field. Configure Display Settings relates to how data itself is formatted, and Configure Column manages list view columns, not form field labels.
101.The Report Designer contains different sections for configuring your report. Which section is used to specify the name of the report, and the table or data source for the report?
Answer
- Data
The Data section is where you choose the data source (table) for the report and specify the report name. Design covers visual layout/chart type, Configure covers report-type-specific settings, and Style covers appearance details like titles/legends/fonts.
102.What ServiceNow feature can be triggered by events, and is used to inform users about activities or updates in ServiceNow?
Answer
- Notifications
Notifications are the feature specifically designed to inform users about activities/updates based on event triggers (record changes, scheduled times, workflow actions), delivered via email, SMS, or internal messaging. Events are the triggers themselves, Business Rules can trigger notifications but aren't notifications, Alerts and Texts are narrower or delivery-channel-specific concepts.
103.What do you click when you have made modifications to your report, and you want to see the results without saving?
Answer
- Run
Clicking Run shows the report's results without saving the changes; clicking Save runs the report and saves the changes.
104.A task worker asks how they can monitor any updates occurring to records assigned to him, like responses from customers. What do you suggest?
Answer
- On My Work list, select the Activity Stream icon to show a frame with live updates
The activity stream provides a real-time feed of updates to records assigned to the user, including customer replies and record changes, all from a centralized location. Opening a tab per record is impractical, the Monitor frame isn't designed for live update feeds by default, and dashboards give an overview rather than real-time per-record updates.
105.On a related list, which buttons are commonly used for managing the records on the list? (Select 3 answers.)
Answers
- Add
- New
- Edit
Add and New both let you create a new record associated with the parent record, and Edit lets you modify an existing related record. Publish is specific to certain modules rather than a universal related-list button, and Manage is a broader term not consistently tied to add/edit/delete actions on related lists.
106.Which table defines what conditions trigger an SLA?
Answer
- contract_sla
The contract_sla table holds SLA definitions, including the rules/criteria for when an SLA should apply. task_sla stores individual SLA records applied to specific tasks (tracking progress), and 'sla_condition_class_list' isn't a standard ServiceNow table.
107.Where will a user find option to edit a list in ServiceNow?
Answer
- List control
The List control is the primary mechanism for customizing list views — choosing displayed fields, reordering/resizing columns, and saving custom views. The Grid control is more about the visual representation and basic sort/filter interactions, not deep customization.
108.Which of the following is true when working on incidents according to the ITIL framework?
Answer
- Incident Priority is calculated on the basis of Impact and Urgency.
Priority is calculated from Impact and Urgency by the priority data lookup rules, so the user does not enter it directly. Impact and Urgency are the inputs; neither is derived from Priority.
109.Use ______ to create a story with data that can be shared. Fill in the blank with the correct option.
Answer
- Dashboards
Dashboards bring reports and Performance Analytics widgets together on one page, so you can tell a story with your data and share it with other users and groups. Formatters display non-field information on forms, and field values and task tables are data, not a way to present it.
110.Which of the following can be used to create events on a ServiceNow instance?
Answers
- Business rules
- Workflow
Events are queued by server-side logic. Business rules (and other server scripts) call gs.eventQueue(), and workflows can queue an event with the Create Event activity. Client scripts and UI Macros run in the browser or render UI, so they cannot add events to the event queue directly.
111.In an SLA definition, which attribute controls the hours in a work day and the number of working days in a week?
Answer
- Schedule
The Schedule on an SLA definition sets which hours and days count toward the SLA, such as 8 to 5 on weekdays excluding holidays. The Duration is how long the SLA runs within that schedule, and the Type only classifies the definition as an SLA, OLA or Underpinning Contract.
112.What enables you to track and aggregate data over time through elements called scorecards and indicators?
Answer
- Performance Analytics
Performance Analytics collects scores for indicators (KPIs) at regular intervals, stores them as snapshots, and shows how they trend over time on scorecards and dashboards. Workflow versions, update sets and Task SLA records do not aggregate data over time.
113.What happens when you change the order of columns using the Column Context Menu > Configure > List Layout?
Answer
- The order of columns for this list changes for all users
Configure > List Layout changes the default layout of the list, which applies to all users. Changing the columns from the list's gear icon only personalizes the layout for the logged-in user.
114.How can administrators use the same content for different notification channels?
Answer
- Provide common notification content
Common notification content is written once and reused across channels, so the message stays consistent and only needs to be maintained in one place. The other options are not the feature for sharing content between channels.
115.Which fields can be configured in reports to perform arithmetic, coalesce, concatenation and length operations?
Answer
- Function fields
Function fields calculate a value for a report from other fields, using functions for arithmetic, coalesce, concatenation and length. The report can then group, sort or display that value like any other field. Calculation fields and sourcing fields are not report features.
116.Users with which role have full view, edit, delete and share privileges on all dashboards on a ServiceNow instance?
Answer
- dashboard_admin
The dashboard_admin role grants full control over every dashboard on the instance, including viewing, editing, deleting and sharing. report_admin manages reports, and the other roles do not give full control of all dashboards.
117.Which of the following types of reports are available in ServiceNow?
Answers
- Pareto
- Line Chart
- Donut
- List
All four are report types in the report designer: a Pareto chart shows values as bars with a cumulative line, a line chart shows trends over time, a donut shows proportions of a whole, and a list shows records in a table.