An IT user calls the service desk because they need to work on task records. All they can see is Self Service on their homepage when they login to the ServiceNow instance. What issue could explain this? Their user account does not have itil role.
Their user account was not approved by their manager. Their user account does not belong to any groups, which contain the itil role. Their user account failed LDAP authentication. Their user account is not logged in property.
To quickly return to a Homepage you were using five minutes ago, which item would you click? Gear icon. Clock icon. Homepage icon.
History Module. Star icon. Right click History.
What are the different ways you can create a Favorite for a particular record? From the record Related Links, click Add Favorites. From the record form header, click the Star icon. From the record form header, click Additional Actions menu and select Create Favorite. From list, click the Star icon. From list, drag record number to Favorites on the Navigator.
On a list, what part of the table, does each column show? An element. A relationship. A record. An atribute. A field.
Which type of field allows you to enter freely using letters, numbers, and special characters? Multi line text. Single line text. Open text. Text. String.
To quickly return to your instance’s home page, what item would you click? Star icon Shortcuts icon Navigation header Gear icon Instance logo User menu.
Which admin role is required to make changes to High Security Settings? Acl_admin High_sec_admin Sn_acl_admin98 Admin Security_admin.
Your customer wants to update a notification, so it is sent to the Caller, and also the Manager of the Caller. How would you approach this requirement? Set Who will receive to subscribable. On the Who tab, add Caller field, and dot walking to Caller’s. Create workflow and include a notification in the workflow. On Who will receive tab, select copy manager check box.
What section on a task record would you use to see the most recent update made to a record? Journal. Timeline. Update Log. Audit Log. Diary. Activity.
What controls the publishing and retiring process for knowledge articles? Workflow Designer Workflows State Lifecycle Approval Policies Approval Definitions.
Of the CI tables, which is a base table of the cmdb hierachy? Ecmdb Cmdb_rel_ci Cmdb_ci Cmdb Ecmdb_rel_ci Ecmdb_ci.
Using the module System Properties > My Company, what branding options are available? Banner Image, Banner text, Color Scheme Company Name, Company Logo Banner Image, Banner Text Company Name, Company Logo, Colo Scheme.
A manager wants to run a report showing how many Service Requests have been fullfilled for Business Card, since the beginning of the year. What table would they select for Building the report? Request [sc_req] Requested Item [sec_req_item] Task [task] Catalog Item [sec_cat_item] Catalog Task [sc_task] Service Catalog [sc_catalog].
A subject matter expert routinely receives tasks which have been worked by first level support, before receiving the assignment. What could you suggest, to make it easier for the expert to read only the work notes in the Activity log? Click Context menu > Work Notes View Click Funnel icon and select only work notes Click Context menu > History Click Personalize icon and select Activity Stream Right click form header > Form Layout > Add Work Notes Section.
Where is the data from an action stored so it can be used in subsequent actions in the flow? Field icon Data Trigger Data Element Field Value.
Within the Report Library, there are many baseline reports that can be used for learning about reports. What could you Search for, to locate ITIL best practice indicator reports? KPI ITSM ITIL PA Sn_itil.
You have been asked to configure a form so an employee could order a tablet and select the standard accessory options to purchase with it. These standard options are carrying case, screen cleaner, tablet stand and screen protector. What approach would you take? Choose 3 answers. On Shopping Cart Configuration, select option to show the Add Accessories button. Create one Catalog Item for each: tablet, carrying case, screen cleaner tablet stands and screen protector. Create Catalog item for the Tablet and add a variable set to the form for the accessory options. Create a Record producer and on the form, add a check box variable for each accessory option. Create Catalog Item for the tablet and on the form, add a check box variable for each accessory option.
Which resource would you use to determine if a specific user could contribute to a particular knowledge base? User Criteria Diagnostics Knowledge Author Group User Criteria Job Log KB Author Checker Sn_kb_author Role.
With the admin role, a user would have access to all platform features, functions, and data, with what exceptions? High Security and Human Resources Human Resources and Security Operations Employee Personally Indetifiable Information (PII) and Security Operations Human Resources and Enterprise CMDB Security Operations and Vulnerability Response.
From the My Approval module, you want to quickly authorize a Request. How can you do this quickly from the list view? Right click on the Requested State, select Approve. Right click on the Approval number, select Approve. Select Approval record by checking box, click on the green check. Right click on the Approval number, select Approved, click green check.
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