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ServiceNow Certified System Administrator Sample Questions (Q448-Q453):
NEW QUESTION # 448
What is used to determine user access to knowledge bases or a knowledge article?
Answer: A
Explanation:
In ServiceNow,User Criteriais the mechanism used to control and determine user access toknowledge bases (KBs) and knowledge articles. User criteria define which users, groups, or roles canread, write, and contributeto a knowledge base or specific articles within it.
How User Criteria Works:User Criteria are applied at both theknowledge baselevel and theknowledge articlelevel to manage access. They can be configured with specific conditions to allow or restrict access based on:
Users(specific users can be added directly)
Groups(access can be granted to a specific user group)
Roles(users with specific roles can be given access)
Advanced conditions(such as department, company, location, etc.)
A knowledge base can havemultiple user criteria, and a single user criterion can apply to multiple knowledge bases.
Read User Criteria- Determines who can view the knowledge base or an article.
Write User Criteria- Determines who can create, edit, or contribute knowledge articles.
Exclusions- You can exclude users or groups from accessing specific knowledge bases or articles even if they meet other conditions.
A: sn_kb_read, sn_article_read:
These are not standard ServiceNow permissions for controlling knowledge access.
In ServiceNow, permissions are managed through roles and user criteria, not direct ACL names like these.
B: Privacy Settings:
ServiceNow does not use "Privacy Settings" as an access control mechanism for knowledge bases.
Privacy settings might be relevant in other contexts, such asuser profiles or system preferences, but not for knowledge access control.
C: Read Access Flag:
There is no "Read Access Flag" in ServiceNow's knowledge management module.
Access is controlled viaUser Criteria, Roles, and Knowledge Base Settings.
Key Features of User Criteria in Knowledge Management:Why Other Options Are Incorrect?Official ServiceNow Documentation References:For more details, refer to the official ServiceNow documentation:
User Criteria for Knowledge Bases
Managing Knowledge Base Access
Knowledge Management User Criteria
NEW QUESTION # 449
Which allows the creation of a task-based record from Service Catalog?
Answer: B
Explanation:
In ServiceNow, aRecord Produceris used to create atask-based record(such as anIncident, Change, or Request) from theService Catalog.
Record Producersprovide acustomized formthat allows users to submit data to create a record in a specific table (e.g., Incident, Change, Request, or a custom table).
They aredifferent from catalog items, which typically create aRequested Item (sc_req_item)instead of directly creating a task record.
They allowsimplified user inputwhileautomating record creationin a structured way.
A user submits aNew Hire Requestvia the Service Catalog.
ARecord Produceris triggered, creating atask-based record(such as a request or a custom HR case).
B: UI Builder- Used for designing UI pages,not for creating task-based records.
C: Assignment Rule- Determineswho a task is assigned to, butdoes not create records.
D: Flow Designer- Automates workflowsafter a record is created, but doesnot create task records from the Service Catalog.
E: UI Actions- Custom buttons and links for UI interaction, butnot used for record creation from the Service Catalog.
ServiceNow Record Producers
ServiceNow CSA Training Module:"Service Catalog and Record Producers"
Why Record Producers Are the Correct Choice?Example Use Case:Why Other Answers Are Incorrect:
References from Certified System Administrator (CSA) Official Documentation:
NEW QUESTION # 450
Where would you go in ServiceNow to order services and products offered by various departments?
Answer: C
Explanation:
InServiceNow, theService Catalogis the primary module where users canorder services and productsoffered by various departments. The Service Catalog provides acentralized portalfor users to browse and requestIT, HR, Facilities, Finance, and other departmental servicesin a structured and automated way.
TheService Catalogis aself-service interfacewhere users can request predefined services, products, and resources.
It acts as adigital storefrontfor an organization's internal and external services.
Each service request follows aworkflowthat may includeapprovals, task assignments, and fulfillment processes.
Service Offerings:
Users can requesthardware (laptops, mobile devices, monitors), software, access permissions, or HR-related services (e.g., PTO requests, onboarding).
Structured Request Fulfillment:
Each request follows aworkflowwith assigned tasks to the appropriate fulfillment teams.
Example: A request for anew laptopis routed toIT Supportfor approval and processing.
Automation and Approvals:
Some catalog items requiremanagerial or departmental approvalsbefore fulfillment.
Example: Requesting access torestricted applicationsmight need approval from anIT admin.
Integration with Incident, Change, and Asset Management:
The Service Catalog can triggerchange requests, incidents, and asset updatesas part of the fulfillment process.
Access Through the Self-Service Portal:
Users can access theService Catalogvia theSelf-Service Portalfor quick and easy navigation.
What is the Service Catalog?Key Features of the Service Catalog:
Why Option A (Service Catalog) is Correct?TheService Catalogis the correct place toorder services and productsoffered by different departments in ServiceNow.
It provides astructured and automatedway to request, approve, and fulfill service requests.
Why Other Options Are Incorrect?B. Self-Service- TheSelf-Service Portalprovides access to the Service Catalog but is not where services are ordered directly.
C: Service Department- No such module exists in ServiceNow. Departments use theService Catalogto provide services.
D: Customer Service- TheCustomer Service Management (CSM)module is forexternal customers, not internal service requests.
ServiceNow Docs - Service Catalog Overviewhttps://docs.servicenow.com
ServiceNow Learning - Self-Service & Service Catalog Best Practices
References from Certified System Administrator (CSA) Documentation:
NEW QUESTION # 451
Which one of the following statements describes the purpose of a Service Catalog workflow?
Answer: C
NEW QUESTION # 452
What is a Dictionary Override?
Answer: B
NEW QUESTION # 453
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