Enabling Multiple Form Columns ServiceNow Quiz

Form layout options help improve usability and readability. This question focuses on who is allowed to enable multiple form splits, which is a platform-level setting rather than a simple form personalization option.

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❓ Quiz Question

Form splits help you organise fields on a form into columns for improved visual layout.
What role is required to enable multiple form splits on the platform?

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✅ Correct Answer

✔ admin

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❌ Incorrect Options

• personalize_form

• itil

• form_admin

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🔍 Detailed Explanation

Form splits allow a form to be divided into multiple vertical columns, making large forms easier to read and use. However, enabling multiple form splits is controlled at the system level, not at the individual form level.

Because of this, the capability is restricted to users with elevated permissions.

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✔️ Why admin Is Required

• Multiple form splits are enabled using a system setting

• System-wide properties can only be modified by administrators

• Once enabled, form designers can arrange fields into multiple columns

📌 Key point: Only users with the admin role can enable this feature across the platform.

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⚙️ How Multiple Form Splits Are Enabled (Conceptual)

Administrators must:

1. Enable the system setting that allows multiple splits

2. Make the option available in the form layout interface

After this, forms can be configured with more than one column.

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❌ Why the Other Options Are Incorrect

🚫 personalize_form

• Allows basic form layout changes

• Does not grant permission to modify system-wide settings

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🚫 itil

• Used for working with task and service records

• Has no authority over form configuration settings

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🚫 form_admin

• Manages form layouts and UI elements

• Cannot enable platform-level features

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📱 Additional Behavior to Know (Exam Tip)

When a form with multiple splits is viewed on a small screen:

• Fields in the first column appear before fields in later columns

• This ensures usability on mobile devices

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🧠 Overall Explanation Summary

• Form splits improve visual layout by creating columns

• Enabling multiple splits is a platform-wide action

• Only admin users can enable this capability

• Other roles are limited to form customization, not system settings

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🏁 Final Thoughts

For exam questions, remember:

If a feature requires changing system-level behavior, the answer is almost always “admin.”

This rule applies strongly to advanced form configuration.

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ServiceNow Quiz on ACL Decision Types

Access Control Lists (ACLs) are fundamental to securing data. This question focuses on identifying the two decision types used in ACL rules and understanding how they control access.

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❓ Quiz Question

Access Control List (ACL) rules allow you to specify the decision type, rule type, and operation that defines them.
What are the two decision types in ACL rules?

👉 Select 2 answers from the options below.

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✅ Correct Answers

✔ Allow If
✔ Deny Unless

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❌ Incorrect Options

• Deny Always

• Allow Once

• Restrict Access

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🔍 Detailed Explanation

ACL rules define how and when access is granted or denied to secured objects. The decision type determines how the system interprets conditions in the rule.

There are exactly two decision types.

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✔️ The Two ACL Decision Types

🟢 Allow If

• Grants access only if all conditions are met

• Commonly used to explicitly permit access

• Evaluated after deny rules

📌 Think of it as: “Allow access if this rule matches.”

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🔴 Deny Unless

• Denies access unless all conditions are met

• Evaluated before Allow If rules

• Takes priority during ACL evaluation

📌 Think of it as: “Deny access unless this rule matches.”

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⚠️ Important Evaluation Rule

Deny-Unless ACLs are evaluated before Allow-If ACLs.

This ensures that restrictive rules override permissive ones when conflicts exist.

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❌ Why the Other Options Are Incorrect

🚫 Deny Always

• Not a valid ACL decision type

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🚫 Allow Once

• Not a recognized access control behavior

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🚫 Restrict Access

• A generic phrase, not an ACL decision type

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🧠 Overall Explanation Summary

• ACLs use decision types to control access logic

• Only two decision types exist:

  • Allow If

  • Deny Unless

• Deny-Unless rules take priority

• Other options are distractors

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🏁 Final Thoughts

For exams, remember:

If the question asks for ACL decision types, the answer is always “Allow If” and “Deny Unless.”

Nothing else qualifies.

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ServiceNow Quiz on Creating List Filters with Multiple Conditions

Filtering lists is a daily activity for users and administrators. This question tests your understanding of how to correctly apply multiple filter conditions so that only records meeting all requirements are displayed.

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❓ Quiz Question

You have a requirement to create a set of filter conditions on the Incidents list to show:

• Incidents where the state is Resolved or Closed

• Incidents where the Assignment Group is one of your groups

After clicking the Funnel icon and defining the first condition, what steps should you take?

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✅ Correct Answer

✔ Click AND button; define the second condition; click Run.

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❌ Incorrect Options

• Click AND button; define the second condition; press the Save button

• Select Assignment group on the Search box on the top bar; press enter

• This requirement cannot be achieved by the list filters since it requires advanced reporting

• Click Run; overwrite the first condition with the second condition; press enter

• Click OR button; define the second condition; press Run

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🔍 Detailed Explanation

A filter controls which records appear in a list by applying one or more conditions. For a record to appear, it must meet the criteria defined in the filter.

In this scenario, both conditions must be true, so they must be joined using AND.

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🧩 How List Filter Conditions Work

Each filter condition includes:

1. Field – the column being evaluated

2. Operator – how the value is compared

3. Value – the data being matched

4. Grouping – how conditions are combined (AND / OR)

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✔️ Why the Correct Answer Is Right

🟢 Using AND to Combine Conditions

• AND ensures that both conditions must be met

• The filter evaluates all AND-linked conditions together

Correct sequence:

1. Define the first condition

2. Click the AND button

3. Define the second condition

4. Click Run

This immediately applies the filter to the list.

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❌ Why the Other Options Are Incorrect

🚫 Saving Instead of Running

• Save stores the filter but does not apply it immediately

• The question asks how to show the records

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🚫 Using the Search Box

• The search box performs a text-based search

• It does not apply structured filter conditions

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🚫 Using OR Instead of AND

• OR would return records meeting either condition

• This would include unwanted records

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🚫 Overwriting Conditions

• Replacing conditions removes earlier criteria

• Both conditions must exist at the same time

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🚫 Advanced Reporting Claim

• List filters fully support this requirement

• No reporting or advanced tools are needed

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🧠 Overall Explanation Summary

• Use AND when all conditions must be met

• Define conditions first, then click Run

• OR is used only when either condition is acceptable

• List filters are sufficient for this scenario

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🏁 Final Thoughts

For exams, remember:

If the requirement says “and”, use the AND connector and click Run.

This simple rule eliminates most distractors.

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CMDB Table That Stores Basic CI Attributes: ServiceNow Quiz

A solid understanding of CMDB tables is essential for working with configuration items (CIs). This question focuses on identifying the core table that stores the basic attributes of all configuration items.

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❓ Quiz Question

What CMDB table stores the basic attributes of all the configuration items?

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✅ Correct Answer

✔ Configuration Item cmdb_c​i

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❌ Incorrect Options

• CI Relationship cmdb_r​el_c​i

• Configuration File $cmdb_ci_config_file$

• Base Configuration Item $cmdb$

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🔍 Detailed Explanation

The Configuration Item cmdb_c​i table is the central table in the CMDB hierarchy. It contains the common, foundational attributes shared by all configuration items.

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✔️ Why Configuration Item cmdb_c​i Is Correct

🟢 Configuration Item cmdb_c​i

This table:

• Stores basic CI attributes such as name, status, and identifiers

• Acts as the parent table for most IT-related CI classes

• Provides a consistent structure for all configuration items

📌 Key point: All CI types inherit from cmdb_ci.

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❌ Why the Other Options Are Incorrect

🚫 Base Configuration Item $cmdb$

• Serves as the base table for non-IT configuration items

• Does not store the core attributes for all CIs

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🚫 CI Relationship $cmdb_rel_ci$

• Stores relationships between CIs

• Does not contain CI attribute data

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🚫 Configuration File cmdb_c​i_c​onfig_f​ile

• Represents a specific CI type

• Inherits attributes from cmdb_ci but does not store attributes for all CIs

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🧠 Overall Explanation Summary

• cmdb_ci stores the foundational attributes of all configuration items

• Specialized CI tables extend cmdb_ci

• Relationship data is stored separately

• Non-IT items use a different base table

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🏁 Final Thoughts

For exams, remember:

If the question asks where basic CI attributes live, the answer is always cmdb_ci.

This simple rule helps eliminate confusion quickly.

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Importing Data Quiz: ServiceNow Transform Map Basics Explained

Data imports are a core configuration activity. This question focuses on identifying a fundamental requirement when importing data and clearing up common misconceptions around transform maps, coalescing, and staging tables.

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❓ Quiz Question

Which of the following is a true statement about importing data into ServiceNow?

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✅ Correct Answer

✔ Every import must have at least one Transform Map.

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❌ Incorrect Options

• Every Transform Map must have at least one coalesce field

• Every date field has to be mapped

• Every application has one staging table

• Every staging table can be used once

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🔍 Detailed Explanation

When importing data, records are first loaded into a staging table and then moved into a target table using a Transform Map. The transform map defines how data is processed and where it ends up.

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✔️ Why the Correct Answer Is True

🟢 Every Import Must Have at Least One Transform Map

• A transform map is required to:

  • Define the target table

  • Map fields from the staging table

  • Control how records are inserted or updated

• Without a transform map, imported data cannot be processed into target records

📌 Key point: Imports do not occur without at least one transform map.

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❌ Why the Other Options Are Incorrect

🚫 Every Transform Map Must Have at Least One Coalesce Field

• Coalescing is optional

• Used only when preventing duplicate records is required

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🚫 Every Date Field Has to Be Mapped

• Only required fields must be mapped

• Developers can choose which fields to import

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🚫 Every Application Has One Staging Table

• Some applications do not import data at all

• Staging tables are created only when needed

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🚫 Every Staging Table Can Be Used Once

• Staging tables are reusable

• Multiple imports can use the same staging table

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🧠 Overall Explanation Summary

• Imports require at least one transform map

• Coalescing is recommended, not mandatory

• Not all fields need to be mapped

• Staging tables can be reused

• Not every application includes imported data

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🏁 Final Thoughts

For exams, remember:

If data is being imported, a transform map is mandatory.

This rule helps eliminate multiple incorrect answers quickly.

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ServiceNow Quiz: Extending Flow Designer with External Integrations

Modern automation often requires interaction with external systems. This question focuses on identifying the feature that allows Flow Designer to connect with and automate third-party services.

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❓ Quiz Question

What can be used to extend the Flow Designer to call 3rd party systems, such as automating Microsoft services and infrastructure using PowerShell and REST?

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✅ Correct Answer

✔ Integration Hub

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❌ Incorrect Options

• Workflow

• Third-Party Import Maps

• REST API Explorer

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🔍 Detailed Explanation

Integration Hub is designed to extend automation capabilities by enabling communication with external systems and services directly from Flow Designer.

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✔️ Why Integration Hub Is Correct

🟢 Integration Hub

Integration Hub:

• Extends Flow Designer with prebuilt and custom integration actions

• Supports communication with external systems using:

  • REST

  • PowerShell

• Enables automation of services and infrastructure outside the platform

• Works with MID Servers to securely execute actions within your network

📌 Key point: Integration Hub bridges internal automation with external systems.

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🧩 How Integration Hub Works with Flow Designer

• Provides spokes containing reusable actions

• Allows creation of custom actions

• Delegates execution to a MID Server when needed

• Supports no-code and low-code integration patterns

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❌ Why the Other Options Are Incorrect

🚫 Workflow

• Used for internal automation

• Does not natively support third-party integrations in this context

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🚫 Third-Party Import Maps

• Used for importing data

• Not intended for real-time automation or system orchestration

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🚫 REST API Explorer

• Tool for exploring and testing APIs

• Does not execute integrations within flows

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🧠 Overall Explanation Summary

• Integration Hub is the extension mechanism for Flow Designer

• It enables secure communication with third-party systems

• Supports REST, PowerShell, and MID Server execution

• Other tools serve different purposes and are not used for this task

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🏁 Final Thoughts

For exams, remember:

If the question mentions third-party systems, PowerShell, or REST with Flow Designer, the answer is Integration Hub.

This rule helps eliminate distractors quickly.

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ServiceNow Tracking Task Completion Time with SLAs

Meeting response and resolution timelines is a core part of effective task management. This question focuses on identifying the functionality used to track how long a task has been open and ensure it is completed within an agreed timeframe.

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❓ Quiz Question

What functionality can you use to track the time a task has been open to ensure that tasks are completed within an allotted time?

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✅ Correct Answer

✔ Service Level Agreements

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❌ Incorrect Options

• Approvals

• Assignment rules

• Inactivity monitors

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🔍 Detailed Explanation

Service Level Agreements (SLAs) are specifically designed to measure and enforce time-based commitments. They track how long a task remains open and help ensure work is completed within defined targets.

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✔️ Why Service Level Agreements Are Correct

🟢 Service Level Agreements

SLAs:

• Track elapsed time on tasks

• Measure response and resolution durations

• Trigger warnings or escalations when thresholds are approached or breached

• Provide visibility into performance and compliance

📌 Key point: SLAs focus on time-bound accountability.

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❌ Why the Other Options Are Incorrect

🚫 Approvals

• Control decision-making processes

• Do not measure how long a task is open

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🚫 Assignment Rules

• Automatically assign tasks to users or groups

• Do not track time or enforce deadlines

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🚫 Inactivity Monitors

• Notify users when a task has not been updated

• Track inactivity, not total open time

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🧠 Overall Explanation Summary

• SLAs are used to track task duration

• They ensure work is completed within defined time limits

• Other features support workflow and visibility but not time tracking

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🏁 Final Thoughts

For exams, remember:

If the question is about tracking time, the answer is almost always SLAs.

This simple rule helps quickly eliminate incorrect choices.

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ServiceNow Virtual Agent Tier 2 Support Tasks Quiz Explained

Virtual agents play a key role in scaling support operations by handling routine yet time-consuming tasks. This question focuses on the typical Tier 2 support activities that virtual agents can perform, allowing human agents to concentrate on more complex issues.

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❓ Quiz Question

What are the typical Tier 2 support tasks that virtual agents can perform so that support agents can focus on more complex user issues?

👉 Select 3 answers from the options below.

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✅ Correct Answers

✔ Answering FAQs
✔ Providing how-to information
✔ Performing diagnostics

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❌ Incorrect Option

• Impersonating users

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🔍 Detailed Explanation

Virtual agents are designed to automate repeatable, structured support tasks. By doing so, they reduce agent workload, improve response times, and provide consistent user experiences.

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✔️ Why the Correct Answers Are True

🟢 Answering FAQs

Virtual agents can instantly respond to:

• Common questions

• Policy-related queries

• Known issues and standard requests

This ensures users get quick answers without waiting for a live agent.

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🟢 Providing How-To Information

Virtual agents are well-suited for:

• Step-by-step guidance

• Tutorials and self-help instructions

• Navigational assistance

This empowers users to resolve issues independently.

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🟢 Performing Diagnostics

Virtual agents can:

• Ask structured diagnostic questions

• Collect system or issue details

• Identify potential causes before escalation

This shortens resolution times when cases are handed to human agents.

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🧩 Additional Tier 2 Capabilities

Beyond the selected answers, virtual agents can also:

• Query or update records (such as checking case or incident status)

• Gather attachments or additional information

• Resolve multi-step, rule-based problems

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❌ Why Impersonating Users Is Incorrect

🚫 Impersonating Users

• Impersonation is typically limited to live agents

• Used mainly for testing and troubleshooting

• Usually restricted to non-production environments

Virtual agents do not impersonate users.

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🧠 Overall Explanation Summary

• Virtual agents handle repeatable Tier 2 tasks

• They reduce workload for human agents

• Typical tasks include FAQs, how-to guidance, diagnostics, and data collection

• Impersonation is not part of virtual agent functionality

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🏁 Final Thoughts

For exams and real-world scenarios, remember:

Virtual agents automate routine support work—humans handle the complexity.

This distinction helps quickly identify correct answers.

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What records can AI generate in ServiceNow via the Now Assist skills?

Now Assist in ServiceNow: What Records Can AI Generate?

Artificial intelligence is becoming a practical part of everyday work on the ServiceNow platform. One of the most impactful additions is Now Assist, a set of built-in AI capabilities designed to help users create content faster and work more efficiently.

A common question—especially for those preparing for ServiceNow certifications—is:

What records can AI generate in ServiceNow using Now Assist?

Understanding this helps set the right expectations about what AI can and cannot do on the platform.

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The Correct Answer at a Glance, if we have below options:

Using Now Assist, ServiceNow can generate:

• ✅ Catalogue items

• ✅ Knowledge articles

It cannot generate:

• ❌ User records

• ❌ Configuration items (CIs)

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Why Catalogue Items Can Be Generated

Now Assist includes a catalogue item generation skill that helps creators quickly build service catalogue entries.

Instead of manually configuring every detail, you can simply describe what the item should do. The AI then creates a draft catalogue item that can include:

• A clear title and description

• User-facing instructions

• Basic structure that administrators can refine

This significantly reduces the time needed to design and publish new service requests, especially in fast-moving environments.

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Why Knowledge Articles Can Be Generated

Another key capability of Now Assist is knowledge article generation.

Based on incidents, cases, or HR requests, AI can:

• Draft step-by-step resolution content

• Summarise common issues and fixes

• Create reusable knowledge content for self-service

These drafts are created for review and editing, not automatic publishing. Human oversight ensures accuracy, relevance, and compliance before articles go live.

Knowledge article drafts can be generated from multiple interfaces, including workspaces and the Now Assist panel.

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Why User Records and Configuration Items Are Not Generated

While Now Assist is powerful, it has clear boundaries.

• User records involve identity, access, and security controls that must be managed explicitly.

• Configuration items (CIs) represent authoritative infrastructure data, often sourced from discovery tools and integrations.

Automatically generating these records using AI could introduce serious data accuracy and governance risks. For this reason, Now Assist does not support creating them.

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Beyond Record Creation: Other Now Assist Capabilities

While this quiz question focuses on which records Now Assist can generate, the platform includes a wider set of AI-powered skills designed to support different roles and workflows.

Common Now Assist Skills

Now Assist provides several assistance capabilities to help users understand, summarise, and act on information more efficiently:

• Alert simplification – Produces simplified explanations of system alerts to help users quickly understand issues.

• Case or incident summarisation – Generates concise summaries of cases or incidents so agents can grasp context faster.

• Chat summarisation – Summarises conversations from chat interactions, reducing the need to read long message histories.

• Feedback summarisation – Condenses customer feedback into clear, actionable insights.

• Knowledge draft creation – Generates draft knowledge articles based on cases or incidents for review and refinement.

• Resolution note drafting – Creates summaries of how issues were resolved, supporting documentation and reporting.

• Work order task summary creation – Helps field agents close tasks faster by drafting detailed completion notes.

Creator-Focused Now Assist Capabilities

For builders and developers, Now Assist also includes features that accelerate application development:

• Application setup assistance – Helps kick-start new applications through conversational input.

• Catalogue item creation – Generates service catalogue items based on descriptive input.

• Code drafting – Produces draft scripts from text-based prompts to reduce development time.

• Flow creation assistance – Helps generate automation flows in Flow Designer.

• Flow recommendations – Suggests next steps or components while designing flows.

• Playbook outline creation – Generates structured outlines for playbooks with placeholder activities.

• Conversational self-service enhancements – Improves end-user self-service through smarter search summaries and guided request creation.

These capabilities demonstrate that Now Assist is not limited to record generation—it is a broader productivity layer designed to support users across operational, support, and development activities.

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Key Takeaways

• Now Assist can generate catalogue items and knowledge articles.

• AI-generated content is always draft-level, requiring human review.

• User records and configuration items are not created by AI due to governance and accuracy concerns.

• Now Assist is designed to support, not replace, ServiceNow professionals.

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Conclusion

Now Assist brings practical AI capabilities into ServiceNow by focusing on content creation where it delivers the most value. By generating catalogue items and knowledge articles, it helps teams work faster while maintaining control over critical system data.

For anyone learning or working with ServiceNow, understanding these boundaries is just as important as knowing the features themselves.

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ServiceNow CMDB 360 and Multisource CMDB Quiz Explained: Tracking Data Source History

Modern CMDB implementations rely on multiple data sources. This question tests your understanding of which CMDB features track data source activity and history when configuration item (CI) attributes are inserted or updated.

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❓ Quiz Question

Which CMDB feature tracks the activities and history of data sources as they insert and update CI attributes?

👉 Select 2 answers from the options below.

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✅ Correct Answers

✔ CMDB 360
✔ Multisource CMDB

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❌ Incorrect Options

• CI Class Manager

• CMDB CI Lifecycle Management

• CMDB Data Manager

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🔍 Detailed Explanation

Tracking who updated what, when, and from which source is critical in a CMDB with multiple integrations and discovery tools. This capability is delivered through Multisource CMDB, which is now fully included within CMDB 360.

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✔️ Why the Correct Answers Are True

🟢 Multisource CMDB

This is a correct answer.

• Tracks activities and history of data sources

• Records how different sources insert and update CI attributes

• Helps identify conflicts and overlapping data ownership

📌 Key point: Multisource CMDB focuses on data provenance and traceability.

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🟢 CMDB 360

This is also a correct answer.

• CMDB 360 includes all Multisource CMDB functionality

• Adds enhanced capabilities such as:

  • Analytics dashboards

  • Advanced query options

  • Unified CMDB visibility

All Multisource CMDB features are now accessed through the CMDB 360 view.

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🧩 Important Platform Note

Although the platform now uses CMDB 360, you may still see the term “Multisource” in:

• CMDB Workspace user interface labels

• Navigation menus

• Documentation references

⚠️ These references still point to the CMDB 360 feature set and should be treated as equivalent.

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❌ Why the Other Options Are Incorrect

🚫 CI Class Manager

• Used to manage CI class definitions and inheritance

• Does not track data source activity or history

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🚫 CMDB CI Lifecycle Management

• Focuses on lifecycle states of CIs

• Not related to tracking source-level updates

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🚫 CMDB Data Manager

• Used for data governance and quality controls

• Does not provide historical tracking of attribute updates by source

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🧠 Overall Explanation Summary

• Multisource CMDB tracks activity and history of CI attribute updates

• CMDB 360 fully includes Multisource CMDB and extends it

• Both answers are correct because:

  • Multisource CMDB is the underlying capability

  • CMDB 360 is the modern, unified feature that contains it

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🏁 Final Thoughts

For exams, remember this key rule:

If a question mentions tracking data source history, think Multisource CMDB — and remember it now lives inside CMDB 360.

This insight is especially important for Utah-release and newer exams.

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ServiceNow Flow Designer Actions Quiz Explained: Reuse, Customization, and Spokes

Flow Designer is built around triggers and actions, and this question focuses specifically on what actions are and how they are used. Knowing the distinction between triggers and actions is essential for both exams and real-world automation.

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❓ Quiz Question

Which of the following is a true statement regarding Flow Designer actions?

👉 Select 3 answers from the options below.

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✅ Correct Answers

✔ Represent reusable operations for use across multiple flows
✔ Provide the ability to build your own custom actions
✔ Can be contained in a spoke

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❌ Incorrect Options

• Require script to develop

• Define when the flow is performed

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🔍 Detailed Explanation

A flow is made up of two main components:

1. Trigger – defines when the flow starts

2. Actions – define what the flow does after it starts

This question tests whether you understand the role of actions within this structure.

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✔️ Why the Correct Answers Are True

🟢 Reusable Operations Across Multiple Flows

Actions are designed to be reusable.

• The same action can be used in multiple flows

• Promotes consistency and reduces duplication

• Makes maintenance easier

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🟢 Ability to Build Custom Actions

Flow Designer allows creators to:

• Build custom actions without scripting

• Combine logic, conditions, and data handling visually

• Extend automation capabilities as requirements grow

📌 Important: Scripting is optional, not mandatory.

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🟢 Can Be Contained in a Spoke

Actions are often grouped into spokes.

• Spokes organize related actions together

• Enable reuse and modular design

• Support clean separation of functionality

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❌ Why the Other Options Are Incorrect

🚫 Require Script to Develop

This statement is false.

• Flow Designer is a low-code / no-code tool

• Most actions can be built using visual configuration alone

• Scripts are optional and used only for advanced scenarios

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🚫 Define When the Flow Is Performed

This statement is false.

• Triggers, not actions, define when a flow runs

• Actions execute after the trigger conditions are met

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🧠 Overall Explanation Summary

• Flows = Trigger + Actions

• Actions define reusable work steps

• Actions can be custom-built and organized into spokes

• Triggers determine when a flow starts

• No scripting is required to create actions

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🏁 Final Thoughts

For exams, remember this simple rule:

Triggers start flows. Actions do the work.

This mental shortcut helps eliminate incorrect answers quickly.

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