An IT user calls the service desk because his work needs to be completed on ask records. All he can see a Self Service on his homepage when he logs in to the ServiceNow instance. What issue could explain this? Choose 2 answers
Correct Answer: B,D
In ServiceNow, a user only sees modules and records they have permission for, based on roles and group memberships. If an IT user can only see Self-Service, it's likely because they lack the required roles for IT tasks. Correct Answers B . His user account does not belong to any groups that contain the ITIL role ✅ The ITIL role is assigned via user groups (e.g., "Service Desk," "IT Support"). If the user is not in an ITIL role group, they will not see IT-related modules. D . His user account does not have the ITIL role ✅ The ITIL role (itil) is required to access Incidents, Changes, Tasks, and Service Catalog Management. Without it, the user only sees Self-Service options (e.g., requesting services, reporting issues). Incorrect Answer Choices A . His user account failed LDAP authentication ❌ If LDAP authentication failed, the user would not be able to log in at all. The issue here is role-based access, not authentication. C . His user account was not approved by his manager ❌ User approval may be required for account creation, but it does not affect role permissions. E . His user account is not logged in properly ❌ If the user was not logged in properly, they would not see any homepage at all. The issue here is limited access due to missing roles. Reference: ServiceNow Documentation: User Roles and Permissions ServiceNow Best Practices: Managing ITIL Roles and Groups
Question 222
An IT user calls the service desk because they need to work on task records. All they can see is Self Service on their homepage when they login to the ServiceNow instance. What issue could explain this? Choose 2 answers
Correct Answer: D,E
In ServiceNow,rolesdetermine what users can see and do within the platform. The IT useronly sees the Self-Service homepageinstead of the full ServiceNow interface, including task records. This suggests that their accountdoes not have the necessary role(s) to access task records. Issue:Why the Correct Answers?D. Their user account does not have the itil role Theitil roleis required to work with ITSM task records (e.g., Incidents, Problems, Changes). Without this role, usersonly have access to the Self-Service portal. E). Their user account does not belong to any groups, which contain the itil role Even if a user is not directly assigned theitil role, they can inherit itthrough a group membership. If theiruser account is not part of an ITSM-related groupthat has theitil role, they will not be able to access tasks. A). Their user account failed LDAP authentication #Incorrect If LDAP authentication failed, the userwould not be able to log in at all. In this case, theyare logged in but only see Self-Service, meaning authentication is not the issue. B). Their user account is not logged in properly #Incorrect If the login was incorrect, they would belogged out or receive an error message. The issue here isa lack of permissions, not a login failure. C). Their user account was not approved by their manager #Incorrect Manager approval is not required for standard ITSM roles and access. Why Other Options Are Incorrect? User Roles in ServiceNow Assigning Roles and Group Memberships Official ServiceNow Documentation Reference:
Question 223
What resource can you use to view details of the tables and configuration items (CIs) associated with a particular use case?
Which of the following are a type of client scripts supported in ServiceNow? (Choose four.)
Correct Answer: A,C,D,F
InServiceNow,Client Scriptsare used to execute JavaScript codeon the client-side (browser)to control form behavior, validate data, or enhance user interaction. Types of Client Scripts in ServiceNow:There arefourtypes of Client Scripts supported in ServiceNow: onLoad (Option D) Runswhen a form loads. Used to pre-fill fields, hide/show elements, or set default values. Example: Automatically setting the "Priority" field toHighwhen a new incident is created. onChange (Option F) Runswhen a specific field value changes. Used for dynamic form behavior, such as making fields mandatory based on another field's value. Example: If "Category" is changed to "Hardware," then show the "Hardware Type" field. onSubmit (Option A) Runswhen the form is submitted. Used for final validation before allowing submission. Example: Preventing submission if a mandatory field is left empty. onCellEdit (Option C) Runswhen a cell value is edited inline in a list view. Used to trigger immediate validation or updates without opening the full form. Example: Displaying an alert when a user directly changes an incident's priority from a list view. Why Are the Other Options Incorrect?B. onUpdate No "onUpdate" client script type exists in ServiceNow. "onUpdate" is relevant inBusiness Rules, not Client Scripts. E: onEdit No "onEdit" client script type exists. Similar functionality can be achieved with "onChange" or "onCellEdit" scripts. G: onSave No "onSave" client script type exists. "onSubmit" handles validation before saving a record. Reference from Certified System Administrator (CSA) Documentation:#ServiceNow Docs - Client Scripts #ServiceNow Client Scripts Documentation "Client Scripts can beonLoad, onChange, onSubmit, or onCellEditdepending on when they execute." Conclusion:The correct answers are: A: onSubmit(Runs when submitting a form) C: onCellEdit(Runs when editing a list cell) D: onLoad(Runs when a form loads) F: onChange(Runs when a field value changes)
Question 225
Which one of the following describes the primary operations performed against tables in the Service Now platform?
