latest servicenow version Intermediate Practice Exam: Medium Difficulty 2025

A service desk manager wants to give Tier 1 agents access to the Incident and Knowledge applications, but prevent them from seeing any HR or Finance modules in the Application Navigator. What is the best approach to meet this requirement?

Your company wants incidents to be auto-assigned to the "Service Desk" assignment group when the Category is "Network" and the caller is in the "Remote" location. The logic must apply regardless of whether the record is created via UI, email, or an API. What should you use?

A service catalog item should display a "Cost center" variable only when the user selects "Bill to department" on a "Charge type" variable. Additionally, the submission should be blocked if "Bill to department" is selected and the cost center is empty. What combination best meets the requirement?

A requester submits a catalog item to provision software. The company wants an approval from the requester's manager first, then an automated task to a fulfillment group only after approval. They also want to track approvals and tasks on the request. Which configuration best fits?

You need to ensure that when an Incident is closed, the "Close notes" field must be populated, and the "Resolution code" must be one of a defined set for the Incident's Category. The rule must apply to all closure methods, including integrations. What is the best solution?

A team created a new table that extends the Task table. They want all records to have a Number field that auto-increments using the same numbering pattern as Incident but with a different prefix. What should you configure?

You are importing user records from a CSV using an Import Set. The source has a unique "Employee ID" that must be used to update existing users and insert new users when no match exists. What is the best way to configure the import?

An external monitoring tool must create Incidents in ServiceNow and receive the created Incident number in the response. The integration should be supported and maintainable. What should you recommend?

You need to notify an assignment group when a P1 incident is created, but only if the assignment group has an email address defined. The email should include incident number, short description, and a link to the record. What is the best approach?

You need to allow users with the ITIL role to see a custom related list on the Incident form that shows "Open Changes for the same CI". The list should filter Change Requests where the CI matches the Incident CI and state is not Closed. What is the best way to implement this?