1.

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

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

2. Which field from the configuration item will automatically populate in the Assignment group field of an
incident record?

✔️
A. Managed by
B. Support group
C. Approval group
D. Change group

3. Which of the following are defined for a given change model? (Choose three.)

✔️
A. Phase transitions

✔️
B. State model
C. State transition conditions

✔️
D. Phase model
E. State transitions

4. When is a change task for Post Implementation Review created for an unauthorized change?

A. When the change request moves to Close

✔️
B. When a change manager accepts the change
C. When the change request moves to a state of Review
D. When the change request moves to a state of Assess

5. Which should be used to explore the entire hierarchy and table definitions of the Configuration
Management Database Classes?

✔️
A. Reports
B. CI Class Manager
C. Application Menus
D. Dependency View
6. Which of the following cannot be defined or set through a Catalog UI Policy?

✔️
A. Setting a variable to mandatory

✔️
B. Apply a requirement to all form views
C. Setting a catalog category to visible
D. Setting a variable to read-only

7. Which type of catalog item should be used to create an incident record from the portal?

A. Incident Template
B. Request Item

✔️
C. Order Guide
D. Record Producer

8. Which incident management roles are activated by installing the ITSM Roles plugin
(com.snc.itsm.roles)? (Choose two.)

A. sn_incident_read ✔️
B. itsm_incident_read

✔️
C. incident_manager
D. sn_incident_write
E. itsm_incident_write

9. A customer requests that when the Service Desk agent clicks on the information icon for the Caller's
name, the quick view frame shows only the following fields:
- User name
- Manager name
- Email Address
- Employee ID

How would you modify the quick view frame?

A. Update the sys_popup view for the user table ✔️

B. Update the sys_quick view for the caller table
C. Update the sys_popup view for the caller table
D. Update the sys_quick view for the user table

10. 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
11. 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

12. 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

13. Which Agent workspace feature gives agents automatic search results that show possible solutions
for records they open?

A. Chat Bot
B. Related Search Results
C. Knowledge Bases

✔️
D. Intelligent Agent
E. Agent Assist

14. Which capability provides visibility to data joined between multiple tables?

A. Database Views ✔️
B. Metric Tables
C. Published Reports
D. Custom Tables
E. Breakdown Sources

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

✔️
✔️
A. Knowledge Articles
B. Workarounds
C. CI Class Manager
D. Incident Overview Dashboard
E. Enterprise CMDB Dashboard
16. When using Inbound Email Actions, what happens if an email is received which has no watermark or
reference number?

A. New incident created from the message ✔️

B. New interaction is created from the message
C. Email is rejected and auto-reply sent to sender
D. New case is created from the message

17. Under what circumstances should you use the Communicate workaround Related Link on the
Problem record?

A. The workaround is helpful information for the Callers on the Problem's related Incidents (open) ✔️
B. The workaround should be published to a knowledge article, visible from the portal

✔️
C. The workaround is helpful information for the members of the Problem's Assignment Group
D. The workaround is helpful information for the members of the Problem's Work notes list

18. Which interface is designed for tier 1 IT agents who solve internal or external customer issues?

✔️
A. ITSM Dashboard
B. IT Service Management Workspace (Agent Workspace)
C. ITIL Homepage
D. Incident Overview

19. When using Agent assist in the Agent workspace, what are examples of possible solutions that can be
automatically searched and displayed? (Choose five.)

✔️
A. Runbook Actions
B. Knowledge

✔️
C. SQL Queries

✔️
D. Problems

✔️
E. Changes

✔️
F. Cases
G. Incidents

20. Which module is a useful starting point for a manager to view current state operational information for
Incident management?

✔️
A. CMDB Health Dashboard
B. Incident > Overview
C. Manager Workspace
D. Critical Incidents Map

21. The Problem table is extended from what table?

A. Task ✔️
B. Major Incident
C. Outage
D. Problem Task
E. Incident
22. The Problem Manager wants the Problem Coordinators to be able to Re-analyze a Completed
Problem. Which module could they use to make this change?

A. Problem > Administration » Problem Properties ✔️

B. System UI > UI Action Groups
C. State Management > State Models
D. System UI > Form Actions
E. System UI > UI Actions

23. Your Problem Manager has a structured problem management process, which includes a final review
of the solution implemented and of the data regarding incident reduction. When a problem is resolved,
after implementing a fix, they want the Post Fix Review task to be automatically created and assigned to
the Problem assignee. What feature would you use to meet this requirement?

A. State Model
B. Workflow Dashboard
C. Action Modeler

✔️
D. Task Creator
E. Flow Designer

24. Your customer needs help defining Category values for the Problem records. What approach should
you suggest? (Choose two.)

✔️
A. Re-use existing categories from legacy systems

✔️
B. Define categories based on the customer’s CMDB classes
C. Re-use existing categories from incident management
D. Define categories based on ITIL problem taxonomy

25. When a user clicks on the Communicate fix UI action on the Problem form, what happens?

A. Fix is written to the Comments field on any Incident associated with the problem, which is On Hold,

✔️
Awaiting Problem
B. Fix is written to the Work notes field on any Incident associated with the problem, which is Active
C. Fix is written to the Comments field on any Incident associated with the problem, which is Active
D. Fix is written to a draft Knowledge article
Here are the questions formatted with tick marks aligned to the right of the most voted options:

26. Users with which role can Communicate a workaround or fix? (Choose two.)

✔️
A. itil_admin
B. problem_coordinator

✔️
C. problem_task_analyst
D. problem_admin
27. When a user clicks on the Communicate workaround UI action on the Problem form, what happens?

A. Workaround is written to the Comments field on any open Incident associated with the problem
B. Workaround is written to the Workaround field on any incident associated with the problem

✔️
C. Workaround is written to a draft Knowledge article
D. Workaround is written to the Work notes field on any open Incident associated with the problem

28. A tester wants to submit a bug report because they are not able to see the Communicate Fix link
under the Related Links on the Problem form. What do you recommend that they confirm before
submitting the bug report? (Choose two.)

A. Tester is impersonating a user with communications.manager role

✔️
B. Tester is impersonating the assignee, which has the problem_coordinator role

✔️
C. Tester is impersonating a user with problem_coordinator role
D. The Fix notes field is filled in and saved

29. Problem and Problem Task records move automatically from New to Assess states when which fields
are filled? (Choose two.)

✔️
A. Short Descriptor

✔️
B. State
C. Assigned to
D. Configuration Item

30. On a Change Approval Definition record, what does the ‘wait for’ condition define?

A. Whether the change approval is sent to an individual user or a group

✔️
B. The state the change must be in before the approval notifications can be sent
C. The number or percentage of users from the approval group that must approve the change
D. The fields that must be populated before the approval can be requested

31. In what table are Change records stored?

A. Change [change_task]

✔️
B. Change Request [rfc]
C. Change Request [change_request]
D. Change [change]
E. Change [task_change]
32. Risk is configured by default to calculate Risk = High for a change that is scheduled with only 3 days
lead time. Your customer’s change policy requires that changes be requested with 5 days lead time. How
would you satisfy this requirement?

A. Update the Risk Property for Insufficient lead time

B. Update the Risk Assessment Matrix for Insufficient lead time
C. Update the Calculate Risk UI Action

✔️
D. Update the Risk Matrix for insufficient lead time
E. Update the Risk Condition for Insufficient lead time

33. How are Releases related to Projects?

✔️
A. Project tasks and Release tasks are interchangeable
B. Projects can be part of one or more releases
C. Project features are components of a release
D. Projects need to be completed before releases can be defined
E. Projects are used to do root cause analysis for releases

34. What baseline Change Flows support the baseline Normal Change model?

A. Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Implement ✔️

B. Change - Normal - New, Change - Normal - Review, Change - Normal - Close, Change -
Implementation tasks
C. Change - Normal - New, Change - Normal - Assess, Change - Normal - Implement, Change -
Implementation tasks
D. Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Close, Change -
Implementation tasks

35. Which of the following Change Task Types are available by default? (Choose three.)

✔️
✔️
A. Planning

✔️
B. Testing
C. Review
D. Deployment
E. Verification

36. What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change
requests?

A. Populate Assignment Group based on CI/SO ✔️

B. Auto-populate ITSM Assignment Groups
C. ITSM Assignment Lookup Rule
D. Automatic Assignment for ITSM
37. In the CAB workbench, what are some ways the CAB manager can identify the Change requests to
be added to a particular meeting agenda? (Choose two.)

✔️
✔️
A. Change requests meeting different conditions, like Risk level or Type
B. Change requests planned within a certain date range
C. Use any of the options on the Agenda Criteria Tab
D. Change requests for a certain Change Flow Definition

38. A change user complains that with the new Preapproved tab, they have to search through many
options to find the Reboot Windows Server change. Since they use this change several times per day, it is
inconvenient. What should you suggest to make it easier for the change user?

A. Use the Pin feature✔️

B. Make a Favorite
C. Use the keyword search
D. Drag the change tile to the Navigation pane

39. Roles control which users can perform which actions on a change record. What are actions, which
cannot be performed by anyone, even an administrator? (Choose two.)

A. Update Change Type on an existing change record ✔️

✔️
B. Delete a Change record
C. Delete a Standard Change Template
D. Delete CAB Definition

40. In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)

A. Automatically via the Change - Implementation subflow ✔️

B. Manually by the user during New, Assess, and Authorized states

✔️
C. Automatically depending on the category selected on the Change Request
D. Manually by the user during all states, except Closed or Canceled

41. In the baseline Change - Normal model, when the Change request goes to the Review state, what
happens to the implementation and testing tasks, if they have not been closed?

A. They are automatically canceled ✔️

B. They are automatically closed
C. They are automatically assigned to the Change assignee and closed
D. An error displays, requiring that the Tasks be closed before moving to Review

42. On the Unauthorized Change Properties module what can you configure? (Choose two.)

A. Enable/Disable creation of Unauthorized changes ✔️

B. Maximum number of unauthorized change records for a CI

✔️
C. Unauthorized Change Dashboard
D. CI classes to monitor
43. How do you describe the relationship between a Knowledge article and a Knowledge base category?

A. Articles can only be published to one category ✔️

B. Articles must be published to at least one category
C. Articles must be approved by the selected category owner
D. Articles can be published to a category and subcategory

44. What are the different ways a user can provide feedback on a knowledge article? (Choose four.)

✔️
A. 10 Star scale

✔️
B. Comment on Article

✔️
C. Helpful?

✔️
D. Flag Article
E. 5 Star scale
F. Pin Article

45. When using the Knowledge - instant Retire workflow, how does the Valid to date enact a Knowledge
article?

✔️
A. On Valid to date, article is automatically retired
B. On Valid to date, retire notification is sent to the Knowledge article author
C. On Valid to date, retire notification is sent to the Knowledge base owner
D. On Valid to date, the article is archived

46. In the ServiceNow native platform, the service catalog can be accessed via the Self-Service > Service
Catalog module. Your customer wants to make modifications to this home page, to add, remove and
re-arrange the categories.
Users with what roles can make these edits? (Choose two.)

A. catalog_admin ✔️
B. sc_catalog_admin
C. catalog_editor

✔️
D. sn_catalog_homepage_write
E. admin

47. What would you use to create a New Hire Employee request which would allow you to order your
workstation and company mobile?

A. Knowledge item
B. Record Producer

✔️
C. Catalog Item
D. Order Guide
E. Content Item
48. Which tool allows process owners to use natural language to automate approvals, tasks, notifications
and other record operations with little to no code?

A. Workflow Mapper

✔️
B. Workflow Manager
C. Flow Designer
D. Flow Dashboard
E. Process Designer

49. What process is responsible for defining and managing the lifecycle of all catalog items, by producing
and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of
data is provided?

A. Service portfolio management

B. Catalog item management

✔️
C. Service mapping
D. Service catalog management

50. Your customer needs different catalogs for:

Human Resources - employee facing - for submitting requests to HR
Customer - external customer facing - for ordering company products and services
When these catalogs are created, in which table would the definition be stored?

✔️
A. Business Services Catalog [bs_catalog]
B. Catalog [sc_catalog]
C. Service Portfolio Catalog [sc_portfolio]
D. Service Offering Catalog [sn_offering]

51. When creating a catalog, which field specifies who can edit, update, and delete catalogs, categories,
and catalog items?

A. Manager ✔️
B. Contributors
C. Owner
D. Editors

52. Which type of catalog item may be found in a Service Catalog?

✔️
A. Requested Items
B. Record Producers
C. Categories
D. Execution Plans

53. Which of the following are users able to do when configuring stages in Flow Designer? (Choose two.)

✔️
A. Display the stages to the requester

✔️
B. Create any number of stages
C. Import a copy of a pre-defined stage set
D. Define the stage set in a subflow
54. When creating a catalog, which field specifies who is able to create, modify, and publish items in the
catalog?

A. Editors✔️
B. Item Admins
C. Item Owners
D. Authors

55. When defining catalog categories and subcategories, what are some good practices to follow?
(Choose two.)

✔️
A. Align categories with CMDB classes where possible
B. Keep the number of top-level categories to 8-10

✔️
C. Remember that items can only be assigned to one category
D. Do not go to deep with subcategories: go only 1-2 levels deep

56. In request fulfillment, approvals can be required before a request can be fulfilled. Your customer is
worried about requests getting stuck in the process flow, if the approver is on extended absence from the
office.
What can you suggest to alleviate this concern? (Choose two.)

✔️
A. The approver can use the Delegate module to assign a person to approve on their behalf, while they
are away from the office

✔️
B. The approver can set their approval notifications to forward to their personal email address
C. The approval can be defined as a group approval, where any member of the group can approve
D. The approver can set their approval notifications to auto-reply with “approved” in the subject line

57. Released in Quebec, what tool enables you to delegate the creation and maintenance of common and
simple use case Catalog Items to business users?

A. Catalog Wizard
B. Catalog Designer

✔️
C. Catalog Item Builder
D. Catalog Builder

58. Request fulfillment relies on three record types, Requests, Requested Items, and Catalog Tasks. The
lifecycle status of these records is reflected in a combination of state and stage fields. Which status field
is set by the flow?

A. Stage on Requested item ✔️

B. Status on Request
C. State on Catalog Task
D. State on Requested Item
59. Your implementation team has a new Business Analyst. They will be attending their first Service
Catalog workshop and will be responsible for capturing notes and decisions from the workshop.
What Now Create assets do you recommend they review, to prepare? (Choose two.)

✔️
✔️
A. Service Catalog and Request Mgmt - Workshop Preparation Guide
B. Service Catalog and Request Mgmt - Process Guide
C. IT Service Management - Typical Challenges and Remediation
D. ITSM - Business Outcomes and Corresponding KPIs

60. Which role would give you access to the CI Class Manager?

A. ecmdb_admin ✔️
B. ecmdb
C. class_manager
D. sn_class_manager

61. What module do you use to change the setting for the time between incident Resolution and Closure?

A. ITSM Properties
B. System Settings

✔️
C. Incident Settings
D. Incident Properties
E. Resolution Properties

62. By default, when using Inbound actions, what happens if an email is received which has an Incident
watermark?

✔️
A. Incident SLA clock is un-paused
B. Incident record is updated, per the action's script
C. Auto-reply sent to sender, recommending they use Portal chat
D. Incident record is re-set to state = attention required

63. When using the Email Client, what is the difference between an Email Template and a Quick
Message?

A. Email Templates are like forms that can be sent to the caller for completion; Quick Messages are
primarily used by the Chat Bot

✔️
B. Email Template is defined and automatically applied when the email form launches; Quick Messages
are defined and then can be manually applied by the user
C. Email Templates are included with ITSM; Quick Messages are new with Machine Learning
D. Email templates are defined by users with admin role; Quick Messages are defined by users with
quick_message_admin role
64. Your customer wants incidents to close automatically 7 days after the incident is resolved. How do
you meet this requirement? (Choose two.)

✔️
A. Modify the Incident Lifecycle flow to trigger from the Resolved date instead of the Updated date
B. Update the incident_close UI action script

✔️
C. From the Incident Properties application, set Enable auto closure of incidents based on Resolution
date to Yes
D. Modify the Incident Lifecycle flow to expire after 7 days

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

✔️
✔️
A. Known Errors
B. Resolutions from similar incidents
C. CI Class Manager
D. Incident Overview Dashboard
E. Enterprise CMDB Dashboard

66. Your customer wants to use the Service Catalog to generate task-based records for end-user
inquiries. What Service Catalog capability can you use to generate these records?

A. Execution Plans
B. Content Items

✔️
C. Catalog Items
D. Record Producers

67. Which type of catalog item may be found in a Service Catalog?

✔️
A. Requested Items
B. Order guides
C. Categories
D. Execution Plans

68.From which table, is the Incident table extended?

A. Task [task]✔️
B. Task [sn_task]
C. Ticket [ticket]
D. Work [sn_work]

69. What optional Incident table is extended from the Task table?

A. Child Incident [incident_child]

✔️
B. Major Incident [major_incident]
C. Incident Task [incident task]
D. Parent Incident [incident_parent]
70. Category and Subcategory values can be set manually on the Incident form. What are disadvantages
of this approach? (Choose two.)

✔️
✔️
A. Too many options may confuse users and increase mis-categorization
B. Choices have no additional metadata to drive process
C. It is difficult to implement
D. It is not part of the baseline instance

71. When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior
would you expect on an Incident form? (Choose two.)

A. If selected CI does not have an Owner group, write the Support group from the Service Offering to the

✔️
Assignment group field
B. If selected CI has a Support group, write that group to the Assignment group field
C. If selected CI has an Owner group, write that group to the Assignment group field

✔️
D. If selected CI does not have a Support group, write the Support group from the Service Offering to the
Assignment group field

72. On an incident record, where are the fields that appear on the caller lookup select box defined?

✔️
A. The Caller lookup field on the [user] table
B. The ref_ac_column attribute from the dictionary entry
C. The ref_contributions attribute on the caller lookup form
D. The form design of the caller lookup form

73. Where do you enable the Search as a feature for an incident?

A. incident.deflection system property

✔️
B. Incident Properties application
C. Related Search Results table configuration
D. Incident form design

74.

75. A problem record is the Parent to what record?

A. Known Error
B. Workaround

✔️
C. Major Incident
D. Problem Task
E. Related Incidents
76. When you create a problem from an incident, impact, urgency and priority are automatically
populated, from the incident record. Your problem management process owner wants the problem
manager to be responsible for assessing the impact and urgency on the problem, so they don't want the
values from incident to be copied over.
What module would you use to make this adjustment?

✔️
A. System Policy > Rules > Priority Lookup Rules
B. Problem > Administration > Problem Properties
C. ITSM > Administration > Properties
D. Incident > Administration > Incident Properties

77. As of Quebec, Problem task records will move automatically from one state, to another state, provided
the required fields are filled. What are those states?

A. Assess to Work in Progress

✔️
B. On Hold to Work in Progress
C. New to Assess
D. Draft to Assess
E. Work in Progress to Closed

78. A new problem manager wants to know how to create reports for monitoring problem management
activities. What do you recommend they do before creating new reports?

A. Submit a New Report Request via the service catalog

✔️
B. Take the Performance Analytics fundamentals course
C. Go to Reports > View/Run > All, then search for Problem reports
D. Submit a request for the sn_report_creator role
E. Turn on data collection jobs

79. Your customer wants to know why users with the problem_coordinator role can Communicate
workarounds, and fixes; but users with problem_task_analyst cannot. How do you explain this?

✔️
A. The technical resources working on the problem investigation are focused on the technical details, and
may provide information that is not useful for the callers
B. The problem coordinator is the only role with the ability to recall a message
C. The problem coordinator is responsible for approving or rejecting the proposed message
D. The message will be automatically displayed on the Portal

80. A user wants to know what makes the Known Error knowledge base in ServiceNow different from all
other knowledge bases. How should you respond?

A. The Known Error knowledge base documents problems that are under investigation, but not yet have a
root cause
B. Only users with sn_known_error_write can create Known Error articles
C. Users with sn_problem_write can create known error articles, but not articles for other knowledge
bases

✔️
D. The Known Error knowledge articles use a template, which includes the Workaround and the Cause
81.

82. A tester reports a bug, because they submitted a Known Error article from a Problem record, but it is
not visible from the Known Error database. What could cause this?

✔️
A. The article is in draft state, but has not been published
B. The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been
activated
C. The user criteria on the knowledge base is incorrect
D. The tester is not impersonating an itil user

83. Where can a change manager define the conditions that must be met before a change request can
move from one state to another?

A. Model State Transition Conditions ✔️

B. Dictionary Overrides
C. State choices
D. State conditions

84. Where can a change manager define the interval frequency for unauthorized change detection?

A. The ci.change.unplanned business rule

✔️
B. Event Processing Properties module
C. Unauthorized Change Properties module
D. Unauthorized change flow

85. Prior to Quebec, when you click Change > Create New, which page is displayed?

A. Change Landing Page

B. Change Form
C. Change Catalog

✔️
D. Change Wizard
E. Change Interceptor

86. Inside a change flow, you can automate a task with a sequence of related steps, like looking up a
record, creating a record, or applying a policy. What is this component of the flow called?

A. Flow Actions ✔️
B. Flow Activities
C. Flow Steps
D. Action Pills
E. Flow Tasks

87. On the Release record, what are the available options on the Release phase list?

A. Requirement Gathering, Design, Build, Roll-out, Unit Testing, User Acceptance, Pilot
B. Scoping, Design, Develop, Deployment, Unit Testing, Integration, Pilot

✔️
C. Analyze, Design, Development, Build, Roll-out, QA, User Acceptance
D. Requirement Gathering, Design, Development, Build, Deployment, QA, User Acceptance
88. You have created a new Change model and added a new Approval Policy for that model. But the
newly defined approval is not triggering. What could cause this issue?

A. The business rule "Apply approval policy" on the change_request table has not been updated to
include the new Approval Policy.

✔️
B. The "Apply Change Approval Policy" action in the flow created for the new change model does not
reference the new Approval Policy.
C. The workflow that triggers the Approval Policy for the new model has not been created using the
workflow editor.
D. The system property "glide.ui.approval.policies" has not been updated to include the new Approval
Policy.

89. In the Quebec release of Change management, what new architectural features were added?

A. Catalog builder and Change Designer

✔️
B. Change Flows, Change Designer and Change Approval Matrix
C. Change Models, Change Flows and State Transition Models
D. Change PIR Assessments, Change Designer and Change Approval Policies

90. In the baseline implementation, what are key relationships between Change and Configuration Item
(CI) records? (Choose three.)

✔️
A. The CI Manager is part of the change approval workflow

✔️
B. One Change can be submitted for multiple CIs Most Voted
C. Changes should reference at least one CI Most Voted

✔️
D. The CI Support Group is responsible for change implementations
E. A CI can be affected by a change, even if it is not the CI being changed Most Voted

91. In Change management, what allows customers to define condition based flows for a fit for purpose
model?

A. State Transition Models ✔️

B. State Flows
C. Workflows 2.0
D. Conditional Change Models

92. By default, a business rule, causes the Assignment group to be automatically set. How is the group
identified?

A. Change group on CI record, or if empty, the Change group on the Service offering
B. Support group on CI record, or the default assignment group for the user

✔️
C. Support group on CI record, or if empty, the Support group on the Service
D. Support group on CI record, or if empty, the Support group on the Service offering
93. Your implementation has some legacy change types with workflows, and also some new change
models. What option for Change Create New will support your scenario?

A Change Landing Page ✔️

B. Change Overview
C. Change Interceptor
D. Change Catalog

94. Which Change request fields are used in conflict detection? (Choose three.)

✔️
A. CI Business criticality
B. Planned end date

✔️
C. Risk

✔️
D. Planned start date
E. Configuration item

95. What types of Conflicts are detected automatically on the Change request? (Choose three.)

✔️
A. Conflict with Assignee Shift Schedule
B. Conflict with Blackout Schedule

✔️
C. Conflict with Company Holiday Schedule

✔️
D. Another change for the same CI, at the same time
E. Conflict with Maintenance Window

96. How are Releases related to Changes?

A. Releases are comprised of one or more Changes ✔️

B. Changes are comprised of one or more Releases
C. Releases are implemented prior to Changes
D. Changes are implemented prior to Releases

97. Which workflow is defined as: Requests approval from a manager of the knowledge base before
moving the article to the retired state. The workflow is canceled and the article remains in the published
state if any manager rejects the request.

A. Knowledge – Article Retire

✔️
B. Knowledge – Retire Authorize
C. Knowledge – Approval Retire
D. Knowledge – Retire-Approval Required
E. Knowledge – Instant Retire

98. What Knowledge base feature can you use to standardize the sections and fonts on a knowledge
article?

A. Article designer

✔️
B. Coaching loops
C. Templates
D. Article layout
99. Which of the following roles has the ability to create and manage user criteria for service catalogs?

A. catalog_admin ✔️
B. itil_admin
C. catalog_manager
D. catalog_criteria_admin
E. catalog_criteria_manager

100. 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

101. 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

102. 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

103. 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
104. 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

105. 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

106. 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

107. 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

108. 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
109. 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

110. 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

111. Which record type would you use for a Computer request?

✔️
A. Record Producer
B. Catalog Item
C. Content Item
D. Order Guide

112. 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

113. 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
114. Incidents are stored in what table?

✔️
A. Incident [sn_task_incident]
B. Incident [incident]
C. Incident [task_incident]
D. Incident [sn_incident]

115. 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

116. 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

117. 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

118. 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
119. 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

120. 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

121. Your customer wants to use Incident Tasks on Incident records. But for efficiency reasons, they want
to automatically close all Incident Tasks when the parent Incident is closed or canceled. How could you
meet this requirement? (Choose two.)

A. On Incident Properties, for Autoclose Incident Tasks, select Yes

B. Edit system property com.snc.incident.autoclose.basedon.resolved_at

✔️
C. On Incident Properties, for Close open Incident Tasks when Incident is closed or canceled, select Yes

D. Enable system property com.snc.incident.incident_task.closure ✔️

122. Incident management includes limited functionality for what advanced reporting capability?

✔️
A. Analytics Dashboards
B. Performance Analytics
C. Machine Learning Metrics
D. KPI Reports

123. Your client indicates they would like a way to designate VIP callers on an incident form. How would
you accomplish this?

A. VIP Flag dictionary entry

✔️
B. VIP Flash action script
C. VIP Flag field style
D. VIP Flag reference decorator

124.
125. If the Assignment group is empty on an incident record, what happens when an agent that is a
member of multiple user groups clicks the Assign to me UI action?

✔️
A. An error is displayed indicating the agent must manually assign the incident
B. The agent is prompted to select the Assignment group
C. The Assignment group field automatically populates with the agent's primary group
D. The Assignment group field will not populate

126. Where are the timeframe conditions for sending an SLA breach warning notification defined?

✔️
A. SLA definition record
B. Default SLA flow
C. SLA Properties application
D. SLA trigger conditions

127.