ServiceNow CSA ServiceNow Certified System Administrator Exam  Dumps and Practice Test Questions Set 5 Q  81- 100

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Question 81:

Which ServiceNow feature allows administrators to schedule reports to run automatically and distribute the results via email?

A) Scheduled Reports

B) Dashboard

C) Performance Analytics

D) UI Policy

Answer: A) Scheduled Reports

Explanation:

A) Scheduled Reports
Scheduled Reports in ServiceNow allow administrators to automate the generation and distribution of reports on a defined schedule. Administrators can specify the frequency—such as daily, weekly, or monthly—the recipients, format (PDF, Excel, CSV), and conditions for running the report. This ensures that stakeholders receive up-to-date information without manually running reports. Scheduled Reports are crucial for monitoring performance, compliance, and operational metrics, as they provide continuous insights into business processes. For example, a daily scheduled report can send the count of high-priority incidents to the incident management team each morning, ensuring proactive management. Scheduled Reports integrate with the notification system to deliver reports to users, groups, or external recipients, improving efficiency and accountability. They can include dynamic filters based on roles, departments, or specific conditions, ensuring relevant data is distributed to the right audience. Proper configuration of Scheduled Reports reduces manual effort, enhances visibility, and supports decision-making by providing consistent and timely information. Additionally, they allow administrators to audit and maintain a historical record of reports, which is valuable for compliance and analysis. Scheduled Reports are a best practice for organizations looking to streamline reporting workflows and ensure that critical data reaches decision-makers reliably.

B) Dashboard
Dashboards provide a consolidated visual interface for multiple reports, KPIs, and metrics, but they do not automatically distribute reports via email. They are primarily used for real-time monitoring and visualization.

C) Performance Analytics
Performance Analytics collects historical data and enables trend analysis of KPIs. While it can be visualized on dashboards, it does not schedule reports for automatic distribution via email.

D) UI Policy
UI Policies control field behavior such as mandatory, read-only, or visibility on forms. They have no functionality related to report scheduling or distribution.

The correct answer is Scheduled Reports because it allows administrators to automate report generation and email distribution. Dashboards visualize data, Performance Analytics analyzes trends, and UI Policies manage field behavior.

Question 82:

Which type of Business Rule executes before a record is inserted or updated in the database, allowing modification or validation of field values?

A) Before Business Rule

B) After Business Rule

C) Async Business Rule

D) UI Policy

Answer: A) Before Business Rule

Explanation:

A) Before Business Rule
Before Business Rules in ServiceNow execute prior to inserting, updating, or deleting a record in the database. This allows administrators to validate or modify field values before the record is saved. For example, a Before Business Rule can automatically set the priority of an incident based on the category and impact fields or validate that mandatory fields are populated. By executing before database operations, Before Business Rules ensure that only valid and compliant data is saved, improving data integrity. They can include conditions to execute logic selectively based on roles, field values, or other criteria. Proper use of Before Business Rules reduces errors, enforces business policies, and supports automated decision-making processes. They also play a critical role in integrating with other platform features such as workflows, notifications, and Script Includes. Using Before Business Rules strategically ensures efficient and accurate processing, reduces rework, and provides a proactive approach to maintaining data quality and compliance within the organization.

B) After Business Rule
After Business Rules execute after a record is saved. They are suitable for triggering notifications, creating related records, or initiating workflows but cannot prevent or modify invalid data before it is written to the database.

C) Async Business Rule
Async Business Rules run asynchronously in the background after database operations. They are used for tasks that can be processed later, such as integrating with external systems or performing batch updates. They do not modify data before saving.

D) UI Policy
UI Policies control field behavior on forms, such as making fields mandatory or read-only, but they do not execute server-side logic before database operations.

The correct answer is Before Business Rule because it allows validation or modification of data before saving. After Business Rules trigger post-save actions, Async Business Rules run in the background, and UI Policies manage client-side form behavior.

Question 83:

Which ServiceNow feature allows administrators to create conditional logic that automatically triggers actions when certain criteria are met, without using scripts?

A) Flow Designer

B) Business Rule

C) Client Script

D) UI Policy

Answer: A) Flow Designer

Explanation:

A) Flow Designer
Flow Designer in ServiceNow provides a low-code environment for automating business processes by defining triggers, conditions, and actions in a visual interface. It allows administrators to implement workflows that respond automatically when certain criteria are met, without writing scripts. For example, a Flow Designer flow can automatically assign an incident to the appropriate group, create approval tasks, and send notifications when an incident of high priority is created. Flows can include conditional logic, branching, loops, and reusable actions to handle complex scenarios efficiently. Flow Designer integrates with multiple applications, enabling end-to-end automation across different business processes. It also provides monitoring, error handling, and logging, ensuring reliable execution. Using Flow Designer reduces the need for custom scripting, speeds up deployment, and supports consistent enforcement of business rules. It is particularly useful for organizations aiming to automate approvals, task creation, and notifications while maintaining a maintainable, scalable, and visual workflow architecture.

B) Business Rule
Business Rules execute server-side logic automatically when database operations occur. While they can trigger actions based on conditions, they require scripting and are typically table-specific. Flow Designer provides a low-code, reusable, and visual alternative.

C) Client Script
Client Scripts provide dynamic behavior on forms but are limited to client-side interactions and require scripting knowledge. They do not automate server-side processes across multiple tables or applications.

D) UI Policy
UI Policies manage field behavior on forms such as visibility, mandatory, or read-only status. They do not trigger automated actions or workflows based on business criteria.

The correct answer is Flow Designer because it allows automated actions using conditional logic without scripting. Business Rules require code, Client Scripts are client-side, and UI Policies control form fields.

Question 84:

Which ServiceNow table stores metadata about all tables and their structure, including columns and extensions?

A) sys_db_object

B) sys_user

C) sys_user_role

D) sys_user_group

Answer: A) sys_db_object

Explanation:

A) sys_db_object
The sys_db_object table stores metadata about all tables and their structure in ServiceNow. It includes table names, labels, attributes, and extensions, providing administrators and developers with a complete view of the database schema. This table is essential for understanding relationships between tables, managing table extensions, and designing custom applications. By referencing sys_db_object, one can determine the columns of a table, inheritance relationships, and constraints, enabling developers to create scripts, reports, and integrations effectively. It is also used in platform upgrades and application development to prevent conflicts and ensure consistency. Proper management of sys_db_object supports scalable and maintainable application design, facilitates troubleshooting, and ensures that customizations align with system architecture. Developers can leverage sys_db_object to automate data discovery, build dynamic queries, and create integrations with external systems. By maintaining accurate metadata, organizations ensure the reliability, integrity, and performance of the ServiceNow instance while supporting rapid development and deployment of applications.

B) sys_user
The sys_user table stores individual user records including credentials, profile details, and contact information. It does not contain metadata about table structures.

C) sys_user_role
The sys_user_role table stores role definitions and permissions but does not include table metadata.

D) sys_user_group
The sys_user_group table manages groups and memberships but is unrelated to table structures or metadata.

The correct answer is sys_db_object because it contains metadata about all tables. sys_user stores user information, sys_user_role defines roles, and sys_user_group manages groups.

Question 85:

Which ServiceNow component allows administrators to filter the records displayed in a Reference Field dynamically based on conditions or scripts?

A) Reference Qualifier

B) UI Policy

C) Client Script

D) Business Rule

Answer: A) Reference Qualifier

Explanation:

A) Reference Qualifier
Reference Qualifiers in ServiceNow allow administrators to dynamically filter the records displayed in a Reference Field based on conditions or scripts. This ensures that users can only select relevant records, improving data accuracy and usability. Reference Qualifiers can be simple, such as filtering records by a fixed value, or dynamic, using scripts to evaluate field values, user roles, or contextual information. For example, a Reference Qualifier can limit the “Assigned To” field to users in the same department as the current record. They reduce errors, enforce business rules at the point of data entry, and improve workflow efficiency. Proper implementation of Reference Qualifiers enhances user experience, maintains data integrity, and simplifies reporting and automation. They are particularly effective for large datasets where limiting choices prevents incorrect assignments and streamlines form completion. Reference Qualifiers also support dependent fields, enabling cascading filters that dynamically respond to user input.

B) UI Policy
UI Policies control field behavior such as mandatory, read-only, or visibility, but they do not filter Reference Field records dynamically.

C) Client Script
Client Scripts can update field values or visibility dynamically but require coding. Reference Qualifiers are optimized for low-code, maintainable filtering.

D) Business Rule
Business Rules execute server-side during database operations and are not used for filtering selectable records interactively on forms.

The correct answer is Reference Qualifier because it dynamically filters selectable records in a Reference Field. UI Policies manage field behavior, Client Scripts require coding, and Business Rules enforce backend logic without affecting form-level selection.

Question 86:

Which ServiceNow feature allows administrators to define roles, assign them to users, and control access to applications, modules, and records?

A) Access Control Rules

B) Business Rule

C) UI Policy

D) Client Script

Answer: A) Access Control Rules

Explanation:

A) Access Control Rules
Access Control Rules, commonly called ACLs, in ServiceNow are the primary mechanism for defining and enforcing security at various levels, including table, field, and record access. Administrators can define roles and assign them to users or groups to control who can read, write, create, or delete records in a specific table or field. ACLs operate server-side and are evaluated whenever a user attempts an action, ensuring that only authorized users can perform specific operations. Access Control Rules can be based on conditions, scripts, or both, allowing granular control over access. For example, an ACL can restrict the “Incident” table so that only users with the “itil” role can create or update incidents, while read-only access can be granted to other users. By managing roles and permissions effectively through ACLs, administrators can enforce data security, maintain compliance with regulations, and ensure operational integrity. Proper ACL design also supports scalability and reduces the risk of unauthorized access. They work in conjunction with roles, groups, and user records to create a layered security model that protects sensitive data, prevents data breaches, and ensures that business rules are consistently applied across the platform. ACLs can also include advanced scripts to handle dynamic access control, adapting permissions based on specific conditions, such as the state of a record or user attributes.

B) Business Rule
Business Rules execute server-side logic during database operations, such as insert, update, or delete. While they can enforce business logic and trigger actions, they do not manage access permissions or control user roles.

C) UI Policy
UI Policies control the behavior of fields on forms, such as mandatory, read-only, or visibility. They are client-side rules and do not enforce backend security or access control.

D) Client Script
Client Scripts provide dynamic behavior on forms, responding to field changes or form events. They do not provide role-based access control or record-level security.

The correct answer is Access Control Rules because they define roles, assign them to users, and enforce access to applications, modules, and records. Business Rules manage backend logic, UI Policies control form behavior, and Client Scripts manage dynamic interactions on the client side.

Question 87:

Which ServiceNow feature is used to define reusable actions that can be invoked in multiple Flow Designer flows?

A) Action

B) Business Rule

C) Script Include

D) UI Policy

Answer: A) Action

Explanation:

A) Action
Actions in ServiceNow are reusable units of work that can be invoked in multiple Flow Designer flows. They encapsulate specific logic or operations such as creating records, sending notifications, or updating fields, allowing administrators to standardize processes and avoid duplicating functionality. Actions can be visual or scripted, and they can accept inputs, return outputs, and handle errors. By creating actions, administrators can design modular workflows, improve maintainability, and reduce development effort. For example, a “Create Task” action can be used across multiple flows for incidents, change requests, or service requests. Actions enhance consistency, promote reuse, and allow non-developers to implement complex automation using a low-code interface. Proper use of Actions ensures that business logic is centralized, reducing errors and facilitating upgrades or modifications. They also support integration with Script Includes for complex logic while maintaining low-code accessibility for routine operations. Actions can be monitored and tested independently, ensuring reliable performance before deployment in production flows. They provide a foundation for scalable automation, enabling organizations to streamline repetitive tasks, enforce standardized processes, and maintain operational efficiency across different departments.

B) Business Rule
Business Rules automate backend server-side logic for database operations, but they are table-specific and are not inherently reusable across multiple flows or applications without duplication.

C) Script Include
Script Includes define reusable server-side functions, but they are not designed specifically to integrate with Flow Designer flows as low-code actions.

D) UI Policy
UI Policies control client-side field behavior, such as visibility or mandatory fields. They are unrelated to reusable Flow Designer actions.

The correct answer is Action because it provides reusable operations in Flow Designer flows. Business Rules and Script Includes require scripts, and UI Policies manage client-side form behavior.

Question 88:

Which ServiceNow table stores all the records related to incidents, including their states, priority, and assignments?

A) incident

B) problem

C) change_request

D) sys_audit

Answer: A) incident

Explanation:

A) incident
The incident table in ServiceNow is the primary table for managing incidents, including details such as state, priority, category, assignment group, and assigned user. Incidents represent unplanned disruptions or service requests, and tracking them efficiently ensures timely resolution and supports service management processes. The incident table supports integration with workflows, notifications, approvals, and reports, allowing automated routing, SLA tracking, and performance monitoring. Administrators can configure fields, forms, and business rules on the incident table to align with organizational processes. Proper management of the incident table enables IT teams to respond to service disruptions quickly, prioritize work based on business impact, and maintain compliance with service management policies. It also supports analytics, dashboards, and KPI tracking to monitor resolution times, workload, and performance trends. Incident management is a core ITIL process, and the incident table in ServiceNow provides a centralized repository for all related data. Leveraging this table effectively ensures operational efficiency, improves customer satisfaction, and facilitates audit and reporting requirements for IT service management.

B) problem
The problem table stores problem records, which are related to root cause analysis of recurring incidents. It does not track day-to-day incident assignments or resolutions.

C) change_request
The change_request table stores changes related to IT infrastructure or applications. While changes may relate to incidents indirectly, this table does not track incident-specific records.

D) sys_audit
The sys_audit table stores audit logs for tracking changes to records but does not store incident data itself.

The correct answer is incident because it stores all incident-related records. Problem, change_request, and sys_audit serve different purposes.

Question 89:

Which ServiceNow feature allows administrators to automate actions based on table events such as insert, update, or delete?

A) Business Rule

B) UI Policy

C) Client Script

D) Reference Qualifier

Answer: A) Business Rule

Explanation:

A) Business Rule
Business Rules in ServiceNow are server-side scripts that execute automatically when database operations such as insert, update, delete, or query occur. They enable administrators to enforce business logic, update related records, send notifications, or trigger workflows automatically. Business Rules can execute before, after, or asynchronously relative to the database operation. Before Business Rules allow validation or modification of data before saving, ensuring that only accurate and compliant records are created. After Business Rules execute after the operation, suitable for triggering notifications, updating related tables, or integrating with other processes. Asynchronous Business Rules run in the background for time-consuming operations, preventing performance impacts on the user interface. For example, a Business Rule can automatically assign incidents to the appropriate group based on category and priority, create tasks for follow-up, and send notifications to stakeholders. Business Rules promote automation, consistency, and compliance by applying rules at the server level, regardless of how data is entered into the system. They are foundational for automating ITSM processes and ensuring that business logic is consistently applied across the platform. Proper design and implementation of Business Rules help reduce errors, improve efficiency, and maintain data integrity throughout the organization.

B) UI Policy
UI Policies control form field behavior, such as mandatory, read-only, or visibility, but they do not execute actions automatically based on database events.

C) Client Script
Client Scripts provide dynamic behavior on forms and can respond to user actions or field changes, but they are limited to client-side execution and cannot enforce server-side automation.

D) Reference Qualifier
Reference Qualifiers filter the records displayed in a Reference Field. They do not trigger automated actions on database operations.

The correct answer is Business Rule because it automates actions based on table events. UI Policies, Client Scripts, and Reference Qualifiers do not provide server-side automation based on database operations.

Question 90:

Which ServiceNow feature allows administrators to create forms and layouts for tables to control how data is entered and displayed?

A) Form Designer

B) UI Policy

C) Business Rule

D) Client Script

Answer: A) Form Designer

Explanation:

A) Form Designer
Form Designer in ServiceNow is a visual tool that allows administrators to customize forms and layouts for tables. It provides drag-and-drop functionality to add, remove, or rearrange fields, sections, and related lists, controlling how data is entered and displayed. Form Designer enables administrators to create intuitive and efficient forms that meet organizational requirements while supporting consistency and usability. Administrators can configure field properties, apply UI Policies, and define conditional visibility within forms to streamline data entry. For example, a form can be designed to display priority, assignment, and category fields prominently for incidents while hiding less relevant fields for end users. Form Designer also supports multiple views, allowing different layouts for various roles or departments. This flexibility ensures that users interact with data efficiently, reduces errors, and improves workflow execution. Form Designer integrates with other platform features such as Client Scripts, UI Policies, and Business Rules to enforce logic and validation, creating a comprehensive user experience. Proper use of Form Designer enhances productivity, ensures compliance with data entry standards, and improves overall user satisfaction by presenting relevant information in an organized and accessible manner.

B) UI Policy
UI Policies manage client-side field behavior but do not create or customize entire forms or layouts.

C) Business Rule
Business Rules enforce server-side logic and automation but do not control form layout or data presentation.

D) Client Script
Client Scripts provide dynamic behavior and validation on forms but are not designed for creating or customizing form layouts.

The correct answer is Form Designer because it allows administrators to create and customize forms and layouts for tables. UI Policies control field behavior, Business Rules enforce backend logic, and Client Scripts provide client-side interactivity.

Question 91:

Which ServiceNow feature allows administrators to enforce field-level data integrity both on forms and through other entry methods like import sets and web services?

A) Data Policy

B) UI Policy

C) Client Script

D) Business Rule

Answer: A) Data Policy

Explanation:

A) Data Policy
Data Policies in ServiceNow enforce field-level data integrity across all methods of data entry, including forms, import sets, APIs, and integrations. They ensure that required fields are populated and certain fields are read-only, regardless of how the data is submitted. Unlike UI Policies, which only operate on client-side forms, Data Policies act at the server level, guaranteeing consistent validation and enforcement of business rules across the platform. Administrators can define conditions for a Data Policy to apply, such as only for certain roles, categories, or types of records. For example, a Data Policy could require that the “Priority” field is always populated for incident records regardless of whether the record is entered manually, imported from a CSV file, or created via an API call. Proper implementation of Data Policies ensures data integrity, compliance, and accurate reporting. They also prevent errors from entering the system through non-form entry points, improving overall operational efficiency. Data Policies can be combined with Business Rules for complex logic, providing a comprehensive framework for data validation. Using Data Policies reduces manual correction efforts, enforces standardization, and supports audit and compliance requirements. They are especially useful in large-scale deployments where data is entered by multiple systems or automated processes, ensuring that critical fields always comply with organizational requirements.

B) UI Policy
UI Policies operate client-side and only enforce field behavior on forms, such as making fields mandatory, read-only, or hidden. They do not affect data entered through APIs or import sets.

C) Client Script
Client Scripts provide dynamic validation or behavior on forms, but they require scripting knowledge and are limited to client-side interactions. They do not enforce rules across all data entry methods.

D) Business Rule
Business Rules enforce server-side logic during database operations but are not specifically designed for low-code, reusable field-level data enforcement across multiple entry methods like Data Policies.

The correct answer is Data Policy because it enforces mandatory and read-only field rules across all entry points. UI Policies, Client Scripts, and Business Rules are limited to specific contexts or require scripting.

Question 92:

Which ServiceNow feature allows developers to encapsulate server-side logic in reusable functions or classes that can be called from multiple scripts, Business Rules, or workflows?

A) Script Include

B) Business Rule

C) Client Script

D) UI Policy

Answer: A) Script Include

Explanation:

A) Script Include
Script Includes in ServiceNow allow developers to define reusable server-side functions or classes that can be invoked from multiple scripts, Business Rules, UI Actions, or workflows. They centralize complex logic, reduce code duplication, and improve maintainability. Script Includes can be synchronous or asynchronous and can support object-oriented programming constructs such as classes, methods, and inheritance. For instance, a Script Include could provide a reusable function to calculate incident priority based on category, impact, and user-defined rules. By calling this function from different Business Rules or Flows, administrators ensure consistent logic across the platform. Script Includes can also be scoped to specific applications, preventing conflicts with other customizations and providing modular development. Proper use of Script Includes promotes clean, maintainable code, reduces errors, and simplifies upgrades or troubleshooting. They are essential in large implementations where multiple processes or scripts need to perform the same operations, ensuring consistency, efficiency, and best practices in platform development. Script Includes also integrate with Flow Designer for reusable server-side actions, enhancing the flexibility and scalability of automation within ServiceNow.

B) Business Rule
Business Rules execute server-side logic automatically during database operations but are table-specific and often require duplication if the same logic is needed across multiple tables or processes.

C) Client Script
Client Scripts provide dynamic behavior on forms but are limited to client-side interactions and cannot be invoked by server-side scripts or workflows.

D) UI Policy
UI Policies manage field behavior on forms and do not encapsulate reusable server-side logic for execution across multiple scripts or workflows.

The correct answer is Script Include because it allows encapsulating reusable server-side logic. Business Rules are table-specific, Client Scripts operate client-side, and UI Policies control form behavior.

Question 93:

Which ServiceNow feature allows administrators to enforce dynamic field behavior such as mandatory, read-only, or hidden on forms without writing code?

A) UI Policy

B) Client Script

C) Business Rule

D) Data Policy

Answer: A) UI Policy

Explanation:

A) UI Policy
UI Policies in ServiceNow are client-side rules that allow administrators to enforce dynamic field behavior, such as making fields mandatory, read-only, or hidden on forms, without writing scripts. They operate in real time as users interact with the form, providing immediate feedback and improving user experience. UI Policies include conditions to determine when the rule should apply and actions to define what happens to each field affected. For example, a UI Policy could make the “Resolution Notes” field mandatory only when an incident’s state is set to “Resolved.” UI Policies reduce reliance on scripting for simple conditional logic, ensuring that forms are user-friendly, accurate, and compliant with organizational standards. Properly configured UI Policies can reduce errors, improve efficiency, and support audit and compliance requirements by guiding users to provide required information. They integrate seamlessly with Client Scripts and Data Policies, allowing more complex scenarios to be handled without compromising maintainability. Using UI Policies also allows administrators to quickly adjust form behavior in response to changing business requirements without modifying code.

B) Client Script
Client Scripts also enforce dynamic behavior but require scripting knowledge, making them more complex to maintain. They are ideal for advanced logic that cannot be handled by UI Policies.

C) Business Rule
Business Rules execute server-side and cannot provide real-time dynamic behavior on client forms. They are used for database operations and backend logic.

D) Data Policy
Data Policies enforce mandatory or read-only field rules across all entry methods but do not provide immediate client-side feedback or dynamic behavior while filling out a form.

The correct answer is UI Policy because it allows dynamic field behavior on forms without scripting. Client Scripts require coding, Business Rules are server-side, and Data Policies are server-level validations.

Question 94:

Which ServiceNow table stores the details of users, including their name, email, roles, and group memberships?

A) sys_user

B) sys_user_role

C) sys_user_group

D) sys_db_object

Answer: A) sys_user

Explanation:

A) sys_user
The sys_user table stores individual user records in ServiceNow, including attributes such as name, email, user ID, roles, and group memberships. It serves as the central repository for user information and links to other tables like sys_user_role and sys_user_group to determine permissions and access. Proper management of the sys_user table ensures that users have accurate profiles, correct role assignments, and access to appropriate modules and applications. It supports authentication, authorization, notifications, workflow routing, and approvals. For example, when assigning an incident to a user, the sys_user table determines who the assignee is and what roles and permissions they have. Maintaining the integrity of sys_user is critical for security, compliance, and operational efficiency. Administrators can leverage this table for auditing, reporting, and integrating with other enterprise systems. In addition, it allows organizations to implement role-based access control (RBAC), ensuring that users have the necessary permissions without over-provisioning, thereby reducing the risk of unauthorized access or data breaches.

B) sys_user_role
The sys_user_role table stores role definitions but does not contain detailed user profile information.

C) sys_user_group
The sys_user_group table manages groups and their memberships, not individual user details.

D) sys_db_object
The sys_db_object table stores metadata about tables and their structure and is unrelated to user records.

The correct answer is sys_user because it stores user information including roles and group memberships. sys_user_role defines roles, sys_user_group manages groups, and sys_db_object stores table metadata.

Question 95:

Which ServiceNow feature allows administrators to create buttons or links on forms and lists that execute scripts when clicked?

A) UI Action

B) Business Rule

C) Client Script

D) UI Policy

Answer: A) UI Action

Explanation:

A) UI Action
UI Actions in ServiceNow allow administrators to create interactive buttons, links, or context menu items on forms and lists that execute scripts when clicked. They can perform server-side or client-side actions and are used to trigger workflows, update records, send notifications, or perform complex logic. UI Actions can be conditioned to display based on roles, field values, or other criteria, ensuring controlled access and improving user efficiency. For example, a “Resolve Incident” button could update the incident’s state, create related tasks, and send notifications with a single click. UI Actions provide a low-code method to enhance interactivity and automate repetitive tasks without requiring users to navigate multiple forms or modules. They can integrate with Script Includes or Flow Designer for more complex or reusable logic, providing flexibility and maintainability. Proper configuration ensures actions are executed consistently and securely, supporting audit requirements, operational efficiency, and user satisfaction. UI Actions also contribute to standardized workflows, allowing administrators to provide guided user interactions for common processes while enforcing organizational business rules and policies.

B) Business Rule
Business Rules automate server-side logic but are triggered automatically based on database operations rather than user clicks.

C) Client Script
Client Scripts provide dynamic form behavior but do not create clickable buttons or links for user-triggered actions.

D) UI Policy
UI Policies control field behavior such as mandatory, read-only, or hidden but do not provide clickable actions or execute scripts on demand.

The correct answer is UI Action because it creates interactive buttons or links that execute scripts. Business Rules are automated backend processes, Client Scripts modify form behavior, and UI Policies control fields.

Question 96:

Which ServiceNow feature allows administrators to track changes to records over time for auditing purposes?

A) Audit History

B) UI Policy

C) Business Rule

D) Data Policy

Answer: A) Audit History

Explanation:

A) Audit History
Audit History in ServiceNow allows administrators to track all changes made to records, including which user made the change, when it was made, and what values were modified. This feature is essential for auditing, compliance, and accountability, especially in regulated environments. By enabling auditing on a table, administrators can capture detailed history for specific fields, ensuring that all modifications are recorded. For example, in an incident management process, Audit History can track changes to the priority, assignment group, or state fields, providing a complete record of the incident lifecycle. Audit History supports both table-level and field-level auditing and integrates with reporting, notifications, and security monitoring. It ensures transparency and enables organizations to investigate discrepancies, detect unauthorized changes, and maintain compliance with internal and external regulations. Proper configuration of Audit History allows administrators to define which tables and fields are critical to audit, balancing performance and compliance requirements. Additionally, Audit History works seamlessly with Access Control Rules to ensure that sensitive audit data is protected from unauthorized access. By maintaining a robust audit trail, organizations can improve data integrity, support governance initiatives, and facilitate internal and external audits efficiently.

B) UI Policy
UI Policies control field behavior such as visibility, mandatory status, and read-only settings on forms. They do not track historical changes or maintain an audit trail.

C) Business Rule
Business Rules execute server-side logic based on database operations. While they can update related records or enforce business logic, they do not inherently provide a record of historical changes unless specifically scripted to do so.

D) Data Policy
Data Policies enforce mandatory or read-only fields across all data entry methods, but they do not provide historical tracking or auditing capabilities.

The correct answer is Audit History because it tracks changes to records over time for auditing and compliance purposes. UI Policies control form behavior, Business Rules enforce logic, and Data Policies enforce field-level integrity without auditing.

 

Question 97:

Which ServiceNow component allows administrators to display multiple related lists on a form for better contextual information?

A) Form Layout

B) UI Policy

C) Business Rule

D) Client Script

Answer: A) Form Layout

Explanation:

A) Form Layout
Form Layout in ServiceNow allows administrators to design the layout of fields and related lists on a form. Related lists display records from other tables that are associated with the current record through reference fields or relationships. This feature improves context, allowing users to see associated incidents, tasks, approvals, or other related records directly on the form. Administrators can customize which related lists are displayed, their order, and layout sections, providing a user-friendly interface that aligns with business needs. For example, in an incident form, related lists might include tasks, problem records, or change requests linked to the incident. Properly configuring Form Layout ensures that users have immediate access to critical contextual data, reducing navigation time and enhancing operational efficiency. It also supports conditional displays and sections for different roles or departments, creating tailored experiences for different users. Integrating Form Layouts with other features like UI Policies, Client Scripts, and Flow Designer enhances interactivity and usability, while maintaining data integrity and process compliance. Form Layout is a key component for designing efficient, intuitive, and informative forms that empower users to make informed decisions and streamline workflows.

B) UI Policy
UI Policies control field behavior, such as making fields mandatory, read-only, or hidden. They do not manage the layout of related lists on a form.

C) Business Rule
Business Rules execute server-side logic based on database operations. They cannot control the display or arrangement of related lists on forms.

D) Client Script
Client Scripts provide dynamic behavior on forms but do not control which related lists are displayed or how they are organized on a form layout.

The correct answer is Form Layout because it allows multiple related lists to be displayed on a form for better contextual information. UI Policies manage field behavior, Business Rules enforce backend logic, and Client Scripts handle dynamic form interactions.

Question 98:

Which ServiceNow feature allows administrators to define SLA targets and track performance against them for incidents, requests, or tasks?

A) SLA Definition

B) Business Rule

C) UI Policy

D) Client Script

Answer: A) SLA Definition

Explanation:

A) SLA Definition
SLA Definition in ServiceNow allows administrators to define Service Level Agreements (SLAs) for various record types, such as incidents, service requests, or tasks. An SLA defines the target resolution or response time, conditions for application, and the schedule to calculate elapsed time. ServiceNow monitors SLA compliance by tracking the start and stop conditions, pausing or resuming clocks when needed, and triggering notifications or escalations when targets are breached. For example, an SLA might specify that high-priority incidents must be resolved within four hours, with automatic notifications to the assigned group if the target is approaching or exceeded. Proper SLA configuration ensures that service commitments are met, supports performance reporting, and enhances accountability. SLAs integrate with workflow, reporting, and automation features to provide real-time insights into service delivery performance. Administrators can define multiple SLA definitions per table, including different conditions based on priority, category, or customer type, enabling granular management of service expectations. Tracking SLA compliance helps organizations identify bottlenecks, improve operational efficiency, and maintain customer satisfaction by proactively addressing delays. It also provides metrics for auditing and management reporting, supporting continuous service improvement initiatives.

B) Business Rule
Business Rules execute server-side logic and can trigger actions or updates, but they do not inherently define or track SLA targets and performance.

C) UI Policy
UI Policies manage client-side field behavior but cannot enforce SLA calculations or track performance metrics.

D) Client Script
Client Scripts provide dynamic form behavior but do not handle SLA tracking or target enforcement.

The correct answer is SLA Definition because it enables administrators to define, monitor, and track SLA targets for incidents, requests, or tasks. Business Rules, UI Policies, and Client Scripts do not inherently provide SLA management functionality.

Question 99:

Which ServiceNow table stores the definitions of roles that can be assigned to users for access control?

A) sys_user_role

B) sys_user

C) sys_user_group

D) sys_db_object

Answer: A) sys_user_role

Explanation:

A) sys_user_role
The sys_user_role table in ServiceNow stores all role definitions that can be assigned to users or groups. Roles determine the level of access users have to applications, modules, tables, and specific records. Each role defines a set of permissions, and multiple roles can be assigned to a single user, creating a granular and flexible access control model. For example, the “itil” role grants access to incident and problem management modules, while the “admin” role provides full administrative access. Roles are integral to implementing Access Control Rules (ACLs), which enforce permissions at the table, record, and field levels. Proper management of roles ensures that users have appropriate access based on their job functions, supports compliance with security policies, and prevents unauthorized access to sensitive information. Administrators can create custom roles, define role hierarchies, and assign roles to users or groups to simplify security management. By centralizing role definitions in sys_user_role, organizations can maintain a scalable, auditable, and secure approach to access control. This table also enables reporting on role assignments and auditing user access across the platform.

B) sys_user
The sys_user table stores individual user records, including name, email, and other profile information. It links users to roles but does not define the roles themselves.

C) sys_user_group
The sys_user_group table manages groups and their membership but does not define the roles assigned to users.

D) sys_db_object
The sys_db_object table stores metadata about tables and their structure, unrelated to roles or access control.

The correct answer is sys_user_role because it stores role definitions for access control. sys_user manages user records, sys_user_group manages groups, and sys_db_object stores table metadata.

Question 100:

Which ServiceNow feature allows administrators to automate notifications, approvals, and record creation based on events or conditions in a low-code, visual interface?

A) Flow Designer

B) Business Rule

C) Client Script

D) UI Policy

Answer: A) Flow Designer

Explanation:

A) Flow Designer
Flow Designer in ServiceNow is a low-code automation tool that allows administrators to visually create workflows that automate notifications, approvals, task creation, and other actions based on events or conditions. It provides a drag-and-drop interface for defining triggers, conditions, actions, and subflows, making it accessible to administrators without scripting expertise. Flow Designer supports reusable actions, branching logic, loops, and error handling, enabling robust automation of business processes across multiple tables and applications. For example, a flow can automatically assign an incident to a group, create an approval task, and send a notification when a high-priority incident is submitted. Flow Designer integrates with other platform features, such as Script Includes for advanced logic, SLA definitions, and notifications, providing a comprehensive automation solution. Using Flow Designer reduces errors, improves efficiency, ensures compliance with business rules, and enhances user satisfaction by automating repetitive manual processes. It also enables consistent enforcement of organizational processes, minimizes reliance on custom scripts, and simplifies maintenance and scalability of workflows. Monitoring, testing, and logging features within Flow Designer ensure that automated processes perform reliably and allow administrators to track execution for auditing or troubleshooting purposes. Proper implementation of Flow Designer fosters operational excellence, streamlines repetitive tasks, and provides a centralized, maintainable approach to automation across the ServiceNow platform.

B) Business Rule
Business Rules automate server-side logic based on database operations but typically require scripting and do not provide a low-code visual interface.

C) Client Script
Client Scripts handle dynamic behavior on forms but do not automate server-side workflows or notifications.

D) UI Policy
UI Policies control field behavior on forms and cannot automate notifications, approvals, or record creation.

The correct answer is Flow Designer because it allows low-code automation of notifications, approvals, and record creation. Business Rules require scripts, Client Scripts are client-side, and UI Policies control form fields.