System Configuration & Customization Flashcards
7 cards from real CIS practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 System Configuration & Customization flashcards as text
A CIS professional needs to automatically assign incidents to a group based on the affected CI's support group. Which assignment method best accomplishes this?
Answer: Assignment Lookup Rules
Assignment Lookup Rules in ServiceNow automatically route records to the correct assignment group based on configurable criteria including CI, category, and location.
In ServiceNow, which record type should be used to define a complex, multi-step approval process with parallel approvals?
Answer: Flow Designer Flow
Flow Designer supports parallel approval branches and complex routing logic, making it the recommended tool for multi-step approval processes in modern ServiceNow instances.
What is the function of a 'Scheduled Job' (sys_trigger) in ServiceNow?
Answer: Runs server-side scripts at defined time intervals
Scheduled Jobs execute server-side script logic on a recurring schedule defined by the administrator, independent of user activity.
When should a CIS professional use a 'Script Include' instead of a direct Business Rule script?
Answer: When reusable server-side logic must be called from multiple scripts
Script Includes are reusable server-side JavaScript libraries that can be instantiated and called from Business Rules, Workflows, REST APIs, and other server scripts.
In ServiceNow, which property of an ACL rule determines whether the rule applies to a specific record or the entire table?
Answer: Name field (table.field)
The ACL Name field uses 'table.field' notation to target specific fields, 'table.*' for all fields, or 'table' alone for record-level access.
A ServiceNow implementation requires that certain catalog item variables be pre-populated based on the requesting user's department. Which is the best approach?
Answer: Catalog Client Script using g_user object
A Catalog Client Script with 'onLoad' type can use the g_user object to retrieve the current user's attributes and pre-populate variables accordingly.
Which ServiceNow feature allows an administrator to create a visual drag-and-drop process flow that end users can follow to submit structured requests?
Answer: Service Catalog with Order Guides
Service Catalog Order Guides present multi-step, conditional questionnaires that guide users through selecting related catalog items based on their answers.