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ServiceNow Certified System Administrator Sample Questions (Q163-Q168):

NEW QUESTION # 163
What is a role in ServiceNow?

A. A role Is a set of modules for a particular application
B. A role is one record m the Role [sys_user_role] table
C. A role is a persona used In Live Feed Chat
D. A role is one record in the Role Iuser_sys_role] table

Answer: B

Explanation:
In ServiceNow, aroleis arecord stored in the sys_user_role tablethat defines a set ofpermissionsfor users.
Roles determine what users cansee and dowithin the platform by granting access to applications, modules, and specific functionalities.
Stored in thesys_user_roletable.
Assignpermissionsto users and groups.
Define access toapplications, modules, and records.
Can beinheritedby users throughgroup membership.
Used inAccess Control Rules (ACLs)to restrict or allow access to records.
Key Features of Roles in ServiceNow:Common Roles in ServiceNow:Role Name Description admin Full system access, including configuration and security settings.
itil
Allows access to IT Service Management (ITSM) modules like Incident, Change, and Problem.
catalog_admin
Manages the Service Catalog.
knowledge_manager
Manages the Knowledge Base.
Roles arestored as recordsin thesys_user_roletable.
Each role grantsspecific permissionsto users.
Users can have multiple roles assigned to them.
B: A role is one record in the Role [user_sys_role] table - Incorrect
The correct table name issys_user_role, not "user_sys_role".
C: A role is a persona used in Live Feed Chat - Incorrect
Live Feed is a collaboration tool, butroles are not personas for chat.
D: A role is a set of modules for a particular application - Incorrect
Rolesgrant accessto modules, but they arenotthe modules themselves.
ServiceNow Docs: User Roles & Permissions
ServiceNow CSA Study Guide - Role-Based Access Control
ServiceNow Product Documentation: sys_user_role Table
Why "A. A role is one record in the Role [sys_user_role] table" is the Correct Answer?Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

NEW QUESTION # 164
When moving multiple update sets at one time, what might you do to facilitate the move?

A. Verify
B. Batch
C. Test
D. Preview

Answer: B

Explanation:
Reference: https://www.servicenowelite.com/blog/2016/8/7/update-sets
When moving multipleupdate setsat once, ServiceNow allows users to move them in abatch. This makes it easier to handle large numbers of updates efficiently.
Key Benefits of Using Batch for Update Sets:Saves Time- Instead of moving update sets one by one, you can transfer multiple at the same time.
Reduces Errors- Ensures all related update sets are moved together, preventing dependency issues.
Improves Deployment Efficiency- Helps when deploying updates across development, test, and production instances.
How to Move Multiple Update Sets in a Batch:Navigate toSystem Update Sets > Update Set Batches.
Create a new batch and select multiple update sets.
Move the batch to the target instance.
Preview and commit the update sets together.
Why Other Options Are Incorrect:B. Verify# While it is important to verify updates before committing," Verify" is not a functionfor moving update sets.
C: Test# Update sets should be tested, but "Test" is not a feature for moving them.
D: Preview# The preview function checks for conflicts or missing dependencies before committing update sets, but it does not facilitate moving them.
Reference:ServiceNow Docs: Managing Update Sets
ServiceNow CSA Official Study Materials

NEW QUESTION # 165
What ServiceNow feature can be triggered by events, and is used to inform users about activities or updates in ServiceNow?

A. Texts
B. Notifications
C. Alerts
D. Emails
E. Events

Answer: E

NEW QUESTION # 166
Which certificate-based authentication methods can be enabled so that users can log into the Service Portal?
(Select all that apply) Select 2 Answers from the below options

A. Common Access Card (CAC)
B. Organization Verification Card (OVC)
C. Extended Validation Access (EVA)
D. Personal Identify Verification (PIV)
E. Domain Authentication Card (DAC)

Answer: A,D

Explanation:
In ServiceNow, users can log into theService Portalusingcertificate-based authentication methods. The two commonly supported methods are:
ACACis a smart card issued by theU.S. Department of Defense (DoD).
It is used by military personnel, contractors, and government employees for secure authentication.
ServiceNow supportsCAC authenticationby integrating with external identity providers.
APIV cardis used byU.S. federal agenciesfor authentication.
It followsFederal Information Processing Standard (FIPS) 201for identity verification.
ServiceNow allows users to log in using PIV authentication, ensuringsecure accessto government and enterprise systems.
1. Common Access Card (CAC) - (Correct Answer)2. Personal Identity Verification (PIV) - (Correct Answer) Both CAC and PIV are widely recognized certificate-based authentication methodsused in ServiceNow for secure user authentication.
They provide multi-factor authentication (MFA)and meet federal security standards.
Why "C. CAC" and "E. PIV" are the Correct Answers?
A: Extended Validation Access (EVA) - Incorrect
No such authentication method exists in ServiceNow.Extended Validation (EV) certificatesare used for website security, not user authentication.
B: Organization Verification Card (OVC) - Incorrect
Not a recognized ServiceNow authentication method.
D: Domain Authentication Card (DAC) - Incorrect
No such authentication method exists in ServiceNow.
Explanation of Incorrect Options:
ServiceNow Docs: Common Access Card (CAC) Authentication
ServiceNow Docs: Personal Identity Verification (PIV) Authentication
ServiceNow CSA Study Guide - Authentication Methods in ServiceNow
References from Certified System Administrator (CSA) Documentation:

NEW QUESTION # 167
You are asked to create an option in the Service Catalog, which will allow a user to click Get Help and describe the issue they are having. These forms should create incident records, which are automatically routed to the Service Desk. Which method would you use?

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

Answer: B

Explanation:
Understanding Service Catalog Components:
In ServiceNow, theService Catalogprovides a structured way for users to request services.
ARecord Produceris a special type of catalog item that createsrecords in a specific table(e.g., creating anIncidentrecord when submitting a "Get Help" form).
Why "Create Record Producer" is the Correct answer:
ARecord Producerallows users to submit requests using a form thatcreates recordsin a specified table (in this case, the Incident table).
The submitted formautomatically routesthe record to theService Deskbased on assignment rules.
Itimproves user experienceby simplifying the incident creation process.
Why Other Answers Are Incorrect:
B: Create Catalog Item# Catalog Items are used for ordering products or services (e.g., laptop requests) but do not create Incident records.
C: Create Order Guide# Order Guides are used for grouping multiple Catalog Items into asingle request, not for creating Incidents.
D: Create Content Item# Content Items provide links or information, but they do not create records in ServiceNow.
Best Practice Solution:
Navigate toService Catalog # Record Producersand create a newRecord Producerfor theIncident table.
Set appropriate fields, workflow, and assignment rules to ensure proper routing to theService Desk.
Reference:
ServiceNow Docs: Creating Record Producers
ServiceNow CSA Documentation onService Catalog & Record Producers

NEW QUESTION # 168
......

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