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ServiceNow Certified System Administrator Sample Questions (Q493-Q498):
NEW QUESTION # 493
What is the most common role that has access to almost all platform features, functions, and data?
- A. System Administrator [admin]
- B. Base Admin [base_admin]
- C. Security Admin [security_admin]
- D. Admin [sn_admin]
- E. Sys Admin [sys_admin]
Answer: D
NEW QUESTION # 494
Each knowledge bases can have unique lifecycle workflows, user criteria, category structures, and
management assignments.
- A. False
- B. True
Answer: B
NEW QUESTION # 495
When importing data, what happens to imported rows, if no coalesce field is specified?
- A. Duplicate rows are rejected from the import.
- B. All rows are rejected from the import, as coalesce field is required.
- C. All rows are treated as new records, but errors will be flagged in the import log.
- D. All rows are treated as new records. No existing records are updated.
Answer: D
Explanation:
When importing data into ServiceNow via anImport Set, the system determines whether to update existing records or create new ones based on theCoalescefield setting.
If noCoalesce Fieldis defined,ServiceNow treats every imported row as a new record.
The import process doesnotcheck for existing records, meaning no records in the target table are updated.
This can result induplicate entriesif the imported data includes records that already exist in the target table.
ACoalesce Fieldis used tomatchincoming data to existing records.
If a matching record is found, it is updated instead of inserting a new one.
If no matching record is found, a new record is created.
Behavior When No Coalesce Field is Specified:How Coalescing Works:Incorrect Answers Explanation:A.All rows are rejected from the import, as coalesce field is required This is incorrect because the import does not require a coalesce field to proceed. The system will still import all rows.C.Duplicate rows are rejected from the import Without a coalesce field, duplicates arenotrejected. Instead, every row is inserted as a new record, even if it already exists in the target table.D.All rows are treated as new records, but errors will be flagged in the import log Errors are only flagged in cases ofdata mismatches, validation failures, or incorrect mappings, not just because coalescing is missing.
ServiceNow Documentation# "Importing Data - Coalescing Best Practices"
ServiceNow Import Set Documentation# "Understanding Import Set Behavior Without Coalescing" References from Certified System Administrator (CSA) Documentation:
NEW QUESTION # 496
What controls the publishing and retiring process for knowledge articles?
- A. Workflow Designer
- B. Approval Policies
- C. Approval Definitions
- D. State Lifecycle
- E. Workflows
Answer: E
Explanation:
InServiceNow Knowledge Management, thepublishing and retiring process for knowledge articlesis managed throughWorkflows. These workflows define the steps an article must go through before it is published, updated, or retired.
Submission:
A user creates a knowledge article and submits it for approval.
Approval Process:
Based on the workflow, an article may require manager or SME (Subject Matter Expert) approval.
Publishing:
Once approved, the article ispublishedand made available in the Knowledge Base.
Updating & Versioning:
If edits are needed, the article enters adraft or reviewstate.
Retirement:
When an article is no longer needed, it follows the workflow toretire or archiveit.
Knowledge Approval Publish(requires approval before publishing)
Knowledge Instant Publish(automatically publishes the article)
Knowledge Retire(handles retiring or archiving articles)
A: Approval Policies(Incorrect)
ServiceNow does not use a separate "Approval Policy" for knowledge articles; approvals are managed within the workflow.
B: Approval Definitions(Incorrect)
There is no such specific feature in ServiceNow. Approvals are configured within workflows, not separate definitions.
C: Workflow Designer(Incorrect)
TheWorkflow Designeris a tool used tocreate workflows, but it does not control the publishing process directly. The workflows themselves do.
E: State Lifecycle(Incorrect)
While knowledge articleshave a lifecycle (Draft # Review # Published # Retired), this is controlledby workflows, not by an independent "State Lifecycle" feature.
Knowledge Workflows Overview:https://docs.servicenow.com/bundle/rome-servicenow-platform/page
/product/knowledge-management/reference/r_KnowledgeWorkflows.html
ServiceNow Knowledge Management Process:https://docs.servicenow.com/en-US/bundle/utah-it-service- management/page/product/knowledge-management/concept/knowledge-management-overview.html How Workflows Control Knowledge Article Publishing & Retiring:Common Knowledge Workflows in ServiceNow:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:
NEW QUESTION # 497
Your customer requires that they be able to monitor which users are performing impersonations in their instance. What would you do to meet that requirement?
- A. Create user update set for impersonation tracking
- B. Add the role Log Write [sn_log_write] to the Impersonator Group
- C. Activate the glide.sys.log_impersonation prop
- D. From User icon, select Elevate Roles
- E. On the Impersonator role record, right click and select Create Log
Answer: C
Explanation:
Explanation
Reference https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0717055
NEW QUESTION # 498
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