50 latest servicenow version Practice Questions: Question Bank 2025

A new Service Desk agent wants to quickly locate any record when they only know part of the record number or a keyword in the description. Which UI feature should they use?

You are configuring access so that ITIL users can create incidents, but only the Security group can see and edit incidents with the 'Sensitive' flag set to true. Which is the recommended approach?

A requester submits a catalog item and the fulfillment team must automatically route the task to a group based on the selected 'Location' variable. Which no-code/low-code feature is best suited for this requirement?

A report on Incidents is returning unexpected results because closed incidents are still included. You confirm the report uses a filter condition 'Active is true'. In ServiceNow, what does the Active field typically represent on task-based tables?

You need to add a new field called 'Building access required' to the Incident form and store it in the database. Which action creates the field most directly following best practice?

A team imports user records using an Import Set. Several records are created, but the 'Department' field is empty even though the source file contains department names. The Department field is a reference to cmn_department. What is the most likely reason?

Your organization wants to standardize approvals for all catalog requests: any request over a certain cost should require manager approval, and some items also require a second approval from Finance. Which design is most maintainable?

A notification should be sent when an incident is assigned to a group. Users report they sometimes receive duplicate emails for the same assignment. Which is the best troubleshooting step to identify why the notification is sending more than once?

A developer writes a Business Rule to set the Incident 'State' to 'In Progress' whenever 'Assigned to' is populated. After deployment, users report that importing incidents via an integration fails intermittently with errors, and some incidents end up in the wrong state. Which is the most likely cause and best fix?

You need to restrict visibility of a specific field (for example, 'Root cause') on Problem records so that only users with the 'problem_admin' role can read it. Other users should still be able to read the Problem record. Which configuration best meets this requirement?

A manager wants to quickly see all incidents assigned to their team in one place without running a report. What should the administrator recommend?

A user reports they cannot see the "Create New" button on the Incident list, but they can open and update existing incidents. What is the MOST likely cause?

You need to load a one-time set of 500 vendor records from a spreadsheet into an existing custom table. Which import approach is most appropriate?

A service desk wants end users to submit a request that always creates: (1) a laptop request item and (2) a standard access request item in a single checkout. What should you configure?

You have two tables: Parent (custom) and Child (custom). A new reference field on Child should only allow selecting Parent records where Status = Active. What is the best way to enforce this selection behavior on forms?

A nightly inbound integration must create or update CI records. The source sends an external unique identifier that should be used to prevent duplicates. Which import configuration best supports this requirement?

A notification should be sent when an incident priority becomes "1 - Critical". It should NOT send again if the record is updated later while still critical. Which configuration meets this requirement?

A department wants a dashboard that shows incident trends by category and allows drilling into the underlying incident list from the chart. What is the best solution?

A developer wrote a Business Rule to populate a field when an incident is updated, but it is also updating incidents when users simply open the record without saving. What is the MOST likely reason?

You need to restrict read access to HR Case records so that only members of a specific group can read them. Users report they can still find HR Case records via global search results. What should you verify FIRST?

A user wants to quickly find and open a specific record but does not know which application module it is in. Which feature is best for this?

An HR manager should be able to see only HR cases assigned to their HR group, but not other HR groups' cases. Which configuration most directly enforces this requirement?

A knowledge author reports that a newly published knowledge article is not visible to end users in the Self-Service portal. Which is the most likely cause?

You are importing data with an Import Set. After the load completes, the target table is still empty. Which step is required to move records from the staging table to the target table?

A team wants incidents to be auto-assigned to different support groups based on Category and Subcategory, and they want administrators to adjust the logic without scripting. Which approach is recommended?

A report consumer says a bar chart looks incorrect because multiple categories are grouped together under "(empty)". What is the best explanation for what "(empty)" typically means in ServiceNow reporting?

A developer created a Business Rule to update a related record, but it fails intermittently with "Security constraints prevent access". The developer is logged in as admin and can manually update both records. What is the most likely reason?

Your organization wants a reference field on Incident called "Business application" that only shows active business applications and displays the application name (not the sys_id). Which configuration best meets this requirement?

A customer wants to ensure a field called "Asset Tag" on the Asset table is unique across all asset records. They also want to prevent duplicates even during imports. What is the best solution?

An email notification is configured to send when an incident is updated, but users report they receive multiple emails for a single change. Which is the most likely cause?

A user wants quick access to a frequently used list in the Application Navigator. What is the best way for the user to save that item for future use?

Your organization wants new incidents created through the Service Portal to automatically include a short description, description, and caller, and to guide users with a form experience. Which approach is most appropriate?

A report shows users more rows than expected. You suspect the report is not respecting a specific condition you configured. Which report feature should you check first to confirm the report’s data set is filtered correctly?

An administrator wants a field on a form to become read-only when the record is in the Resolved state, without writing code. What should they use?

A department wants an approval to be requested automatically when the cost on a request item is greater than 5000. What is the recommended way to implement this using platform capabilities?

You are importing user data from a spreadsheet. Some rows match existing users and should update those records; non-matching rows should create new users. Which import configuration supports this requirement?

A custom table extends Task. The admin needs a field that automatically displays a value from a referenced record (and stays consistent with that source) without duplicating data. What field type should they use?

A notification is configured to send when an incident is updated, but users receive multiple emails from a single update. What is a common cause and best next step to troubleshoot?

You need to restrict read access to a custom table so only members of a specific group can see records. This control must apply to list views, forms, reports, and web services. What is the best solution?

A team created a new global Business Rule that modifies incident records. After deployment, they notice performance degradation and unexpected updates during imports and integrations. Which change is the best practice to reduce unintended execution while preserving needed behavior?

A service desk agent wants to quickly see only Incidents assigned to them AND in an active state. What is the BEST way to make this view easily accessible from the Incident list?

A manager needs a report showing the number of Incidents by Assignment group, but ONLY for Incidents opened in the last 30 days. Which report configuration is MOST appropriate?

A user reports they can see the 'Create New' button on a table but cannot insert new records. What is the MOST likely cause?

An HR team wants employees to request a standard item using the Service Catalog. The request should automatically create an approval for the employee’s manager before fulfillment begins. Which configuration is MOST appropriate?

A developer needs to reference the caller’s department on an Incident form without duplicating data. Which technique should be used?

A company imports a CSV file into a staging table and needs to update existing user records when a match is found, otherwise create new users. Which Import Set configuration enables this behavior?

A team created a new field on the Incident table. They want it to appear on the form only when the incident category is 'Network'. What is the BEST practice solution?

A notification should be sent when an Incident priority becomes 1 (Critical), but ONLY if the priority changed in that update (not if the record was already priority 1 and another field changed). Which notification condition is MOST appropriate?

A developer wrote an 'after update' Business Rule on Incident that updates the same Incident record’s fields (using current.update()). Users report intermittent slow performance and sometimes repeated updates. What is the MOST likely issue and best fix?

A requirement states: "Only members of the Incident assignment group and users with the itil role can read work_notes on Incidents." How should this be implemented to follow ServiceNow security best practices?