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ServiceNow® CSA Exam Practice Questions (P. 1)

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

Correct Answer:
D
chatbot-img GPT-4o - Answer
Absolutely! The correct components of a Service Catalog listed in option D are indeed crucial. Record Producers enable users to create database records through the catalog, which can include creating records for requests or incidents. Order Guides assist users by guiding them through the process of submitting a request that may involve multiple catalog items, ensuring all necessary details are addressed. Catalog Items themselves represent the individual services or products available for request, complete with details like descriptions, costs, and associated fulfillment steps. This combinatory function of these components effectively streamlines the request process in ServiceNow's ecosystem.

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

Correct Answer:
A
chatbot-img GPT-4o - Answer
When coalescing fields during an import, existing records in the target table are updated if a match is found based on the coalesce fields. Basically, coalescing helps prevent creation of duplicate records by updating the matched record with the new information brought by the import. If a match isn't found, it normally results in the creation of a new record, but this aspect isn't the focus of the correct answer here, which specifically covers updating actions on matched records.

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

Correct Answer:
C
chatbot-img GPT-4o - Answer
Metrics in ServiceNow have a crucial role in evaluating and measuring the effectiveness of ITSM processes. They are specifically designed for detailed analysis and continuous improvement within various management tasks, such as incident and change management. Understanding the functionality and application of metrics is key for optimal use within reporting tools to support decision-making and process enhancement.

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

Correct Answer:
C
chatbot-img GPT-4o - Answer
The correct answer to this question is indeed C, the Order field in the Variable form. This field specifically allows the administrator to define the sequence in which variables appear to the user in a service catalog item. This is vital for ensuring a logical flow and enhancing user experience when filling out service forms. Adjusting this field directly impacts the order of variable display, which can be crucial for setting up forms that are intuitive and easy to use.

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

Correct Answer:
AD
chatbot-img GPT-4o - Answer
Absolutely spot on! The correct choices, as noted in Module 5 of the SN fundamental book, are indeed Options A and D. You can start a report directly from a List column heading, giving you insight based on specific data and from the View / Run module, where you can access pre-built and customized reports. This dual approach ensures flexibility and efficiency in how information is reported across roles and use cases. Nice job aligning this with the official sources!

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

Correct Answer:
ACE
chatbot-img GPT-4o - Answer
For the Knowledge Base search results, it's essential to recognize how sorting plays a critical role in enhancing user experience. Sorting options include "Most recent update," ensuring users access the freshest content; "Relevancy," which aligns results closer to the search intent; and "Number of views," highlighting popular articles that might be of great interest due to their frequent consultation. These options facilitate efficient and relevant information retrieval.

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

Correct Answer:
C
chatbot-img GPT-4o - Answer
To understand the correct navigation for viewing the fulfillment stage task list after a user places an order, remember the hierarchy within ServiceNow. A Request (REQ) holds the Request Items (RITM), which in turn contain individual Tasks (TASK). This sequence effectively reflects how to drill down from a broad request to specific actionable items, aligning with administrative views and task management protocols.

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

Correct Answer:
B
chatbot-img GPT-4o - Answer
When you're navigating through ServiceNow, you'll often come across menus and modules that you visit frequently. Marking these as 'Favorites' allows for quick and effortless access by creating a shortcut. This feature streamlines your workflow by keeping essential tools readily accessible, enhancing productivity without the need to search through multiple menus each time.

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

Correct Answer:
C
chatbot-img GPT-4o - Answer
Absolutely, when a user orders an item or service from the Service Catalog, a request is indeed generated. This request represents the formal record of what's been asked for, whether that's in a production environment or through the Service Portal. It's essential to grasp that this request is the initial trigger for any associated workflows or task generation that follows the order submission.

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

Correct Answer:
BCD
chatbot-img GPT-4o - Answer
The correct capabilities from the User menu indeed include Log Out ServiceNow, Elevate Roles, and Impersonate Users. Logging out is a universal feature, allowing all users to securely exit their session. Elevating roles and impersonating users are functionalities especially reserved for those with specific administrative or designated permissions. These actions support secure management and testing within the platform, adhering to permissions set by system governance. It's essential to note that although some users can order from the Service Catalog, this action isn't universally available through the User menu across different roles.

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