4.3.5. Sample Questions - Domain 5: Database Management

Scenario: You are presented with questions related to managing the ServiceNow database, including data schema, access control (ACLs), importing data, and the CMDB/CSDM.

Question 1:

A developer has created a custom table to track project milestones. This table needs to have a field to link each milestone to a specific user in the system. Which type of field should the administrator create on the custom table to establish this relationship?

A) String. B) Choice. C) Reference. D) Boolean.

Correct Answer: C

Explanation:

• A) String: A String field stores free-form text. While you could type a user's name, it wouldn't create a direct link to the user record, nor enforce data integrity (e.g., if the user's name changes).
• B) Choice: A Choice field provides a dropdown list of predefined options. This is suitable for a fixed set of choices, but not for linking to records in another table.
• C) Reference: A Reference field creates a direct link to a record in another table. In this case, it would reference the sys_user table, ensuring that the selected user is a valid user in the system and maintaining referential integrity. This directly aligns with the First Principle of Table Relationships (3.1.1) and Data Integrity & Relationships (1.2.5).
• D) Boolean: A Boolean field stores a true/false value. This is unsuitable for linking to a user record.

Question 2:

An administrator is importing a list of new employees from a CSV file into the sys_user table. Some employees might already exist in ServiceNow, and their records should be updated, while new employees should be created. Which feature of the Transform Map must the administrator configure to achieve this update-or-insert behavior?

A) Transform Script. B) Field Map. C) Coalesce Field. D) Auto-map matching fields.

Correct Answer: C

Explanation:

• A) Transform Script: A Transform Script can perform complex logic, but it's not the primary feature for managing insert/update behavior based on existing records.
• B) Field Map: Field maps define how a source column maps to a target field, but they don't control whether a record is inserted or updated.
• C) Coalesce Field: When one or more fields in a Transform Map are set as "coalesce" fields, the system uses the values in these fields to determine if a matching record already exists in the target table. If a match is found, the existing record is updated; otherwise, a new record is inserted. This is the exact mechanism for handling update-or-insert.
• D) Auto-map matching fields: This automatically creates field maps where source and target field names match, but it doesn't control the coalesce (insert/update) behavior.

Question 3:

A user with the itil role can read incident records but reports that they cannot see the "Work notes" field on an incident. An administrator investigates and confirms the field is present on the form layout. What is the most likely reason for this issue?

A) A UI Policy is hiding the "Work notes" field. B) A Client Script is setting "Work notes" as invisible. C) The user does not have read access to the "Work notes" field via an ACL. D) The "Work notes" field is marked as "Read-only" in its Dictionary Entry.

Correct Answer: C

Explanation:

• A) A UI Policy is hiding the "Work notes" field: While a UI Policy can hide fields, it typically hides them for specific conditions or views, and the question implies a general inability to see the field for a user who should. An ACL is more fundamental.
• B) A Client Script is setting "Work notes" as invisible: Similar to UI Policies, a Client Script could hide it, but ACLs are more fundamental for access, and Debug Security would quickly confirm this.
• C) The user does not have read access to the "Work notes" field via an ACL: If a user does not have a passing read ACL on a specific field, that field (and its data) will not be visible to them, even if it's on the form layout. This is a fundamental security mechanism.
• D) The "Work notes" field is marked as "Read-only" in its Dictionary Entry: If marked read-only in the dictionary, the field would still be visible, but uneditable. The issue is that the user cannot see the field.

Question 4:

Which of the following statements best describes the purpose of the Common Service Data Model (CSDM) in ServiceNow?

A) It defines the physical database schema for all ServiceNow tables. B) It provides prescriptive guidance for organizing CMDB data and its relationships to service definitions. C) It specifies the coding standards for custom scripts in ServiceNow. D) It is a tool used for importing data from external sources into ServiceNow.

Correct Answer: B

Explanation:

• A) It defines the physical database schema for all ServiceNow tables: CSDM is a logical model and guidance, not the physical database schema itself.
• B) It provides prescriptive guidance for organizing CMDB data and its relationships to service definitions: The CSDM is a framework that helps organizations model their services and underlying CIs in the CMDB, ensuring consistency and enabling capabilities like service impact analysis and reporting.
• C) It specifies the coding standards for custom scripts in ServiceNow: CSDM is about data modeling and service architecture, not coding standards.
• D) It is a tool used for importing data from external sources into ServiceNow: Data import uses Import Sets and Transform Maps, not CSDM. CSDM is a model, not a tool for execution.

Question 5:

All task-based records in ServiceNow, such as Incident, Problem, and Change Request, share a common set of fields like Number, Short Description, and State. This is because they all extend from which base table?

A) sys_atf_test B) sys_user C) task D) cmdb_ci

Correct Answer: C

Explanation:

• A) sys_atf_test: This is the table for Automated Test Framework tests, unrelated to task records.
• B) sys_user: This is the table for user records, unrelated to task records.
• C) task: The task table is a foundational parent table in ServiceNow. Many other tables (Incident, Problem, Change Request, Service Catalog Task, etc.) extend from task, inheriting all its fields and properties. This ensures consistency in managing work items across different applications.
• D) cmdb_ci: This is the base table for all Configuration Items in the CMDB, unrelated to task records.