4.3.3. Sample Questions - Domain 3: Configuring Applications for Collaboration

Scenario: You are presented with questions related to configuring lists, forms, tasks, notifications, and visual tools to enable collaboration and efficiency.

Question 1:

An IT manager wants a consolidated view of all open incidents assigned to their team, allowing them to quickly identify high-priority items and distribute work. Which feature in ServiceNow would best support this requirement for the manager's team?

A) Personalizing the Incident form layout. B) Creating a custom record producer. C) Defining a saved filter on the Incident list. D) Modifying the Incident table schema.

Correct Answer: C

Explanation:

• A) Personalizing the Incident form layout: This affects how a single incident record looks, not a list of incidents or team workload.
• B) Creating a custom record producer: Record producers are used by end-users to create new records in the Service Portal, not for managers to view and filter existing lists.
• C) Defining a saved filter on the Incident list: Saved filters allow users (or administrators for shared filters) to define specific conditions (e.g., "Active is true AND Assignment Group is IT Support AND Priority is High") on a list and save that filtered view for quick access. This directly supports the manager's need for a consolidated, focused view of their team's workload.
• D) Modifying the Incident table schema: Modifying the table schema involves adding or changing fields in the database, which is a significant change not related to simply filtering a list view.

Question 2:

A critical incident occurs, and the Incident Management team needs to communicate immediate updates to all relevant stakeholders (e.g., affected users, IT management, service desk). Which ServiceNow feature is specifically designed to facilitate broad, automated communication of critical events?

A) Visual Task Boards. B) Knowledge Articles. C) Notifications. D) Service Catalog.

Correct Answer: C

Explanation:

• A) Visual Task Boards: VTBs are for visually managing tasks and team collaboration, not for broadcasting notifications to a broad audience.
• B) Knowledge Articles: Knowledge articles are for self-service information lookup, not for sending proactive, real-time alerts about critical incidents.
• C) Notifications: ServiceNow's Notifications feature is specifically designed to send automated communications (emails, SMS, push) to defined recipients based on system events or record updates. This is the primary mechanism for broad, timely communication in response to critical events like a major incident.
• D) Service Catalog: The Service Catalog is for requesting services, not for sending outbound communications about ongoing incidents.

Question 3:

An IT fulfiller is frequently working on incidents that often have similar descriptions and require the same initial set of field values (e.g., Category, Subcategory, Assignment Group). To save time and ensure consistency, which feature should the fulfiller use to quickly populate these common fields when creating a new incident?

A) UI Policy. B) Client Script. C) Form Template. D) Business Rule.

Correct Answer: C

Explanation:

• A) UI Policy: UI Policies dynamically change form fields based on conditions, but they don't pre-populate forms with saved default values.
• B) Client Script: Client Scripts can pre-populate fields, but a declarative Form Template is a simpler, no-code solution for this common use case.
• C) Form Template: Form Templates allow users or administrators to save a set of predefined values for a form. When creating a new record, applying the template quickly populates the form with these values, saving time and ensuring consistency for repetitive tasks.
• D) Business Rule: Business Rules run server-side and are typically used for backend automation or validation; they don't directly pre-populate form fields interactively for the user.

Question 4:

A manager wants a visual overview of their team's open tasks, allowing them to drag-and-drop tasks between lanes representing different states (e.g., "New," "In Progress," "Pending"). Which ServiceNow feature provides this agile, visual task management capability?

A) Reports. B) Dashboards. C) Visual Task Boards (VTBs). D) Lists.

Correct Answer: C

Explanation:

• A) Reports: Reports provide static or dynamic summaries of data in various chart types, but they don't offer interactive drag-and-drop task management.
• B) Dashboards: Dashboards are collections of reports and widgets, offering a high-level overview, but they don't provide the interactive task manipulation described.
• C) Visual Task Boards (VTBs): VTBs are designed for visual task management, allowing users to represent tasks as cards and drag them between lanes (e.g., based on state, assignment), mirroring agile methodologies like Kanban. They are highly interactive and collaborative.
• D) Lists: Lists display records in a tabular format and can be filtered, but they lack the visual, drag-and-drop interactivity for task management.

Question 5:

An administrator needs to implement a form requirement: if a user selects "Hardware" as the Category on an Incident form, then the "Configuration Item" field should become mandatory. Which type of configuration should the administrator use, prioritizing a no-code solution?

A) Client Script. B) Business Rule. C) UI Policy. D) UI Action.

Correct Answer: C

Explanation:

• A) Client Script: A Client Script could achieve this, but it requires JavaScript coding, which violates the "no-code" preference.
• B) Business Rule: A Business Rule runs server-side and is not designed for dynamic client-side form changes like making a field mandatory in real-time based on another field's selection.
• C) UI Policy: UI Policies are the ideal, no-code, declarative tool for dynamically changing form field behavior (including making fields mandatory, visible, or read-only) based on conditions. This perfectly matches the requirement and adheres to the "Configuration over Customization" principle (1.2.2).
• D) UI Action: UI Actions are buttons or links that perform actions on forms or lists, not for dynamic, conditional field behavior.