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By servicenow
Aug, 2025

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25Q per page

Question 1

Given the class structure shown below, which types of CIs will be included in a report run against the cmdb_ci_computer table?

Image 1
  • A: Just CIs defined directly in cmdb_ci_computer
  • B: CIs defined directly in cmdb_ci_computer and all parent classes
  • C: CIs defined directly in cmdb_ci_computer and all child classes
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Question 2

Your customer has built a mature knowledge base, with articles targeted to internal audiences -which are technical. Other articles are written for end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers What feature would you use, to satisfy this requirement?

  • A: Internal/External Highlighting
  • B: Search as User
  • C: Show User Viewable
  • D: User Only View
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Question 3

Which catalog property allows users to save partially-completed requests to complete and submit at a later time?

  • A: Edit cart layout
  • B: Enable wish list
  • C: Enable cart save
  • D: User partial save
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Question 4

Once a Catalog Item has been requested, what mechanism determines the approvals, and tasks that are triggered in the application?

  • A: Processes
  • B: Flows
  • C: Procedures
  • D: Actions
  • E: Scripts
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Question 5

Unless there are particular security requirements, what role is given to users that perform request fulfillment work?

  • A: itil
  • B: task_worker
  • C: sc_fulfiller
  • D: catalog_fulfiller
  • E: fulfiller
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Question 6

Your customer is a data center. They have a construction department that builds out spaces for new customers. The customer account representatives are responsible for initiating the construction requests. The guidelines are extensive for how to complete the construction request documentation.
Your customer wants the catalog to contain two items:

  1. Construction request
  2. Getting Started with Construction Requests
    The Getting Started Item should contain a link to a Knowledge Article.
    What type of item would you use to satisfy the requirement for the Getting Started Item?
  • A: Knowledge Item
  • B: Record Producer
  • C: Content Item
  • D: Order Guide
  • E: Catalog Item
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Question 7

What is an example of a good use case for an Order Guide?

  • A: Order a set of Dishes
  • B: Order a Custom Automobile
  • C: Order a Technical Consultation
  • D: Order a Couch
  • E: Order a case of Laundry Soap
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Question 8

Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?

  • A: On the Cart Layout, Columns tab, unselect Quantity column
  • B: On the Catalog Item, Columns tab, unselect Quantity column
  • C: On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity
  • D: On the Catalog, Advanced View, unselect Use cart layout, select No quantity
  • E: On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive
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Question 9

A manager wants to run a report on the Computer catalog items, to see how many requests are being made for the add on extra memory, as compared with those requiring only the base memory. How would you meet this requirement?

  • A: Build report on SC Task table, Group by Variables for Computer > Extra memory
  • B: Build report on Requested Item table, Group by Variables for Computer > Extra memory
  • C: Build report on Task table, Group by Variables for Computer > Extra memory
  • D: Build report on Request table, Group by Variables for Computer > Extra memory
  • E: Build report on Catalog Item table, Group by Variables for Computer > Extra memory
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Question 10

Which record type would you use for an Ask a Question form that would generate an Incident?

  • A: Record Producer
  • B: Order Guide
  • C: Linked Item
  • D: Catalog Item
  • E: Content Item
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Question 11

Which of the following objects on the Shopping Cart Widget can be displayed or hidden using Maintain Cart Layouts settings? (Choose two.)

  • A: Quantity
  • B: Requested by
  • C: Price
  • D: Shipping Address
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Question 12

Your customer wants a catalog to contain two items:

  1. A request with 1 approval and 2 fulfillment tasks
  2. A link to a knowledge article
    What type of item would you use to satisfy the requirement for the Construction request?
  • A: Catalog Item
  • B: Content Item
  • C: Record Producer
  • D: Order Guide
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Question 13

Your customer is using the baseline Create Incident Catalog Item and would like to add a few additional input fields. How should you update the catalog item?

  • A: Edit in Catalog Item Designer
  • B: Edit in Item Designer
  • C: Edit in Catalog Builder
  • D: Edit in Form Designer
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Question 14

When building multiple catalog items, which components would you evaluate for consolidation and re-use? (Choose two.)

  • A: Sets of Variables
  • B: Entitlements
  • C: Icons
  • D: Flows and Subflows
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Question 15

Which record type would you use for a Computer request?

  • A: Record Producer
  • B: Catalog Item
  • C: Content Item
  • D: Order Guide
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Question 16

What are the different ways a user can locate items in a service catalog? (Choose two.)

  • A: Use the search on catalog or portal
  • B: Navigate through the categories
  • C: Use the Top Request or Popular Items widget
  • D: Use the application navigator
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Question 17

Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?

  • A: Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true
  • B: Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms
  • C: Create an Access control to hide the unnecessary CIs from the itil users
  • D: Make a show/hide UI action to show only the desired CIs to the itil users
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Question 18

Incidents are stored in what table?

  • A: Incident [sn_task_incident]
  • B: Incident [incident]
  • C: Incident [task_incident]
  • D: Incident [sn_incident]
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Question 19

Incidents can be created and managed in the workspace, using UI layouts that are tailored to different personas, processes, and interfaces. Examples include:

• Default
• Major incidents
• Self Service
• Mobile

What are these UI layouts called in the Now Platform?

  • A: Form Layouts
  • B: Workspaces
  • C: Forms
  • D: Form Designs
  • E: Views
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Question 20

The Major Incident Management (MIM) application is linked to the Incident management process, but the records have an additional set of States. What are these MI States?

  • A: Proposed, Accepted, Rejected, Cancelled
  • B: Proposed, Accepted, Rejected, Reopened
  • C: Proposed, Received, eCAB Convened, Closed
  • D: New, Work in progress, Escalated, Communicated
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Question 21

What would you use to create Incident records, based on email sent by users or systems?

  • A: Record Producer
  • B: Inbound Flow Action
  • C: Data Collection Job
  • D: Transform Map
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Question 22

What tools are available to the assignee to help resolve an incident? (Choose two.)

  • A: Knowledge Articles
  • B: Known Errors
  • C: CI Class Manager
  • D: Enterprise CMDB Dashboard
  • E: Incident Overview Dashboard
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Question 23

When you activate the ITSM Roles plugin, what additional granular roles are created for the Incident application? (Choose two.)

  • A: sn_incident_update
  • B: sn_incident_read
  • C: sn_incident_write
  • D: sn_incident_insert
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Question 24

Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that:
The Network Support group record has the Group types: Incident and Change
The Network CAB group record has the Group type: Change
What could you do on the incident form, for the Assignment Group field, to resolve this issue?

  • A: Add a UI action to hide the Network CAB group from the list
  • B: Add a UI action to provide an error message if the Network CAB group is selected
  • C: Add Dictionary Override to specify the Incident group Reference Qualifier
  • D: Modify the choice list to include only the appropriate group types
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Question 25

What are some good practices for guiding your customers' use of Notifications? (Choose three.)

  • A: Make sure Notification requirements and test plans are in the project scope from the start
  • B: Get input from Marketing department, regarding format of customer/caller facing notifications
  • C: Use templates to ensure consistency and ease of configuration
  • D: Use incident.itil.role template as the master template to build all other ITSM templates
  • E: When possible, maximize the quantity of email updates to customers
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