SNOW-CSA UI, Navigation and Forms — 25 Questions

Question 1

An administrator notices that a custom module added to the application navigator is not visible to users with the 'itil' role. The module's 'Application' field is set to 'Global' and 'Roles' is empty. What is the most likely cause?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

The module's 'Active' flag is set to false.. The most likely cause is that the module's 'Active' flag is set to false. In ServiceNow, module visibility is controlled by the 'Active' flag and the 'Roles' field. An empty 'Roles' field means the module is visible to all users, but if the module is inactive, it will not appear in the navigator for anyone.

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The module's 'Application' field is set to 'Global', which restricts visibility to admin users only.

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The module was added using the 'Personalize Module' option, which is user-specific.

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The 'Roles' field is empty, so the module is not visible to any user.

Question 2

An administrator needs to grant a group of users the ability to create and edit forms using the Form Designer, but not to publish them globally. Which role(s) should be assigned?

Accepted Answer

form_builder. The `form_builder` role grants users the ability to create and edit forms using the Form Designer, but it does not include the `form_builder.publish_global` permission, which is required to publish forms globally. In contrast, the `personalize_form` role allows personalization of forms (e.g., adding fields, adjusting layout) but does not provide access to the Form Designer. Therefore, to meet the requirement of using the Form Designer without global publishing, the `form_builder` role is appropriate.

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personalize_form

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ui_policy_admin

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admin

Question 3

An administrator notices that a UI Policy does not seem to run on the incident form. Which two of the following are likely reasons for this issue? (Choose two.)

Accepted Answer

The UI Policy is defined on a different table.. The two likely reasons a UI Policy does not run on the incident form are A and C. Option A is correct because UI Policies are table-specific; if the policy is defined on a different table (e.g., the Task table instead of Incident), it will not execute when the Incident form is loaded. Option C is correct because an inactive UI Policy is disabled and will never run, regardless of its table or conditions. Options B, D, and E are incorrect: Ordering (B) only affects execution priority among active policies on the same table, not whether it runs at all. A condition set to 'true' (D) means the policy always runs (unless inactive). A syntax error (E) typically causes a script failure but does not prevent the policy from attempting to execute.

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The UI Policy is ordered after all other UI Policies.

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The UI Policy condition is set to 'true' without any additional condition.

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The UI Policy has a syntax error in its condition script.

Question 4

A system administrator needs to allow end users to add a 'Mobile Phone' field to the incident form without modifying the form layout for all users. Which feature should be used?

Accepted Answer

Enable personalization on the form. Personalization allows individual users to add fields to a form without affecting the form layout for all users. By enabling personalization on the incident form, the system administrator grants end users the ability to add the 'Mobile Phone' field to their own view of the form, which is stored per user in the sys_user_preference table.

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Create a new form section

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Configure a UI policy

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Set an ACL to allow field addition

Question 5

A user reports that after clicking 'New' on the incident module, the form loads but the 'Category' field is missing. Other users see the field. What is the most likely cause?

Accepted Answer

The user has a personal form layout that removed the field. The user's personal form layout can override the default form view, removing fields like 'Category' for that specific user while others see the field. This is a common scenario where a user has customized their own form layout, either intentionally or accidentally, by dragging the field off the form or using the personalization options.

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The field is hidden by a UI policy

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The field is not in the default form view

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The user's role does not have read access to the field

Question 6

An administrator wants to create a new module under the 'User Administration' application menu. Which module type should be used to display a list of users?

Accepted Answer

List. A List module type is specifically designed to display a table of records from a specified table, such as the sys_user table for users. When creating a module under the 'User Administration' application menu, selecting List allows the administrator to configure the module to show a list view of user records, including columns, filters, and sorting options.

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Form

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URL

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Report

Question 7

A company has a custom table 'u_asset' and wants the 'Asset' module in the application navigator to show only records where 'active=true'. How can this be achieved?

Accepted Answer

Set a condition on the 'Filter' property of the module. The 'Filter' property on a module in the application navigator allows you to define a condition (e.g., 'active=true') that restricts which records from the underlying table are displayed when the module is clicked. This is the standard method for scoping module results without altering security or user interface behavior globally.

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Use an ACL to restrict access

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Create a UI policy on the table

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Add a client script to the list

Question 8

An administrator needs to ensure that when a user changes the 'State' field to 'Resolved' on an incident form, the 'Resolution Notes' field becomes mandatory. What should be configured?

Accepted Answer

UI policy. A UI policy is the correct choice because it allows you to make a field mandatory based on a condition on the same form without requiring a server round-trip. When the 'State' field changes to 'Resolved', the UI policy can set the 'Resolution Notes' field to mandatory, and it runs client-side in real-time as the user interacts with the form.

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Business rule

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Client script with onChange event

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Data policy

Question 9

A user wants to quickly find an incident by its number without navigating through menus. Which feature should they use?

Accepted Answer

Navigator filter. The Navigator filter allows users to quickly locate any record, including incidents, by typing its number directly into the filter field at the top of the left-hand navigation pane. This bypasses the need to navigate through menus or modules, providing instant access to the specific record. It is the fastest method for finding a record by its unique identifier without leaving the current view.

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Favorites

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History

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Global search

Question 10

An administrator wants to add a new application 'HR Service' to the application navigator with a custom icon. Which table stores the application menu and module definitions?

Accepted Answer

sys_app_module. The `sys_app_module` table stores both application menu and module definitions. When adding a new application like 'HR Service' to the navigator, a record is created in `sys_app_module` with a type of 'Application'. This record defines the application's name, icon, and other properties. Modules (sub-entries) are also stored in this table with a type of 'Module'. In contrast, `sys_app_application` is not a standard ServiceNow table for navigator definitions, and it only relates to application menu definitions, not module definitions.

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sys_app

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sys_app_application

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sys_ui_module

Question 11

A system administrator needs to hide the 'Delete' button on the incident form for users with the 'itil' role, but allow it for administrators. What is the best approach?

Accepted Answer

UI policy with role condition. A UI Policy with a role condition is the best approach because it dynamically controls the visibility of the 'Delete' button on the incident form based on the user's role. UI Policies run client-side and can hide or show fields and buttons without requiring a page refresh, making them ideal for form-level UI changes. By setting the condition to 'role=itil' and the action to 'Hide', the button will be hidden for itil users but remain visible for administrators who do not have that condition applied.

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Modify the form view to remove the button

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Business rule checking role

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ACL with condition on role

Question 12

An administrator wants to create a new view called 'Mobile View' for the incident form to optimize it for mobile devices. Where should this view be created?

Accepted Answer

On the 'incident' table record under 'Views'. Views for specific tables, such as the 'incident' table, are created directly on the table record under the 'Views' related list. This allows the administrator to define a custom layout optimized for mobile devices, which is then stored as a 'sys_ui_view' record associated with the table. The platform uses this view when the 'Mobile View' is selected or when the form is accessed from a mobile device.

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On the 'sys_ui_section' table

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In the 'sys_ui_view' table directly

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In the 'Application Navigator' module

Question 13

Which TWO statements about the ServiceNow application navigator are true? (Choose two.)

Accepted Answer

The navigator can be filtered by typing in the filter field.. The ServiceNow application navigator includes a built-in filter field that allows users to quickly locate modules, reports, or other navigator entries by typing keywords. This filter dynamically narrows the displayed items based on the input, improving navigation efficiency without requiring administrative changes.

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The navigator displays all tables in the instance.

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Users can add links to the navigator as favorites.

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End users can add new modules to the navigator.

Question 14

Which THREE actions can be performed using UI policies? (Choose three.)

Accepted Answer

Make a field read-only. UI policies can set the 'read-only' attribute on a field, preventing users from modifying its value based on conditions. This is a core function of UI policies, which control field behavior on a form without requiring server-side scripting.

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Set a field's default value

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Create a new field on the form

Question 15

Which TWO are valid options when configuring a module in the application navigator? (Choose two.)

Accepted Answer

Link type. The 'Link type' is a required configuration when adding a module to the application navigator. It determines how the module behaves when clicked, such as opening a new window, displaying in the same window, or using a specific UI action. Without setting the link type, the module cannot properly navigate the user to the intended target.

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Table name (optional)

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Role (optional)

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Module name (optional)

Question 16

Which THREE are correct about form views? (Choose three.)

Accepted Answer

A form view defines which fields are displayed and their layout.. Form views in ServiceNow are the primary mechanism for controlling which fields appear on a form and how they are arranged (e.g., order, sections, and visibility). The view definition is stored in the 'sys_ui_view' table and can be customized per table to tailor the user experience without altering the underlying data model.

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Form views can be imported from other instances.

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A form view can only contain one section.

Question 17

A large enterprise with over 10,000 users and 50,000 active incidents has been using ServiceNow for two years. Recently, the IT managers have noticed that the incident form loads very slowly for end users, especially when opening existing records. The form contains over 40 fields including several reference fields like 'Configuration Item', 'Assignment group', and 'Assigned to'. The system administrator suspects that the form is slow due to the number of fields and the way they are loaded. Additionally, the admin wants to improve the user experience by reducing clutter. The admin is considering several approaches: (A) removing fields from the default view to reduce the number of fields loaded, (B) enabling 'Form Layout Personalization' so users can hide fields they don't need, (C) creating a new view with fewer fields and assigning it to all users via a UI policy based on role, (D) using 'Form Sections' to collapse fields into tabs. Which approach is the most effective for improving form load performance while maintaining usability?

Accepted Answer

Create a new view with only essential fields and assign it to users via a UI policy based on role.. Creating a new view with only essential fields and assigning it via a UI policy based on role directly reduces the number of fields loaded on the form, which minimizes database queries and client-side rendering overhead. This approach improves performance because ServiceNow loads all fields in a view, including reference fields that trigger additional lookups, so fewer fields mean faster load times. It also maintains usability by tailoring the form to specific roles, ensuring users see only relevant data without manual customization.

Answer

Enable Form Layout Personalization so users can hide fields they don't need.

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Remove fields from the default view to reduce the number of fields loaded.

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Use Form Sections to collapse fields into tabs.

Question 18

A user reports that the 'My Work' module is missing from the application navigator. The administrator has assigned the user the 'sn_hr_core.hr_case_agent' role. Which step should the administrator take to troubleshoot this issue?

Accepted Answer

Check the sys_module list for role requirements on the 'My Work' module.. The 'My Work' module is a standard application module that may have role-based visibility restrictions defined in the sys_module record. By checking the sys_module list, the administrator can verify if the 'sn_hr_core.hr_case_agent' role is included in the required roles for the module. If the role is missing, the module will not appear in the application navigator for that user.

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Ask the user to clear their browser cache and reload the instance.

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Deactivate and reactivate the 'My Work' module in the application navigator.

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Assign the user the 'admin' role to ensure full access.

Question 19

A ServiceNow administrator wants to create a new form section that appears only when the 'State' field is set to 'In Progress'. Which configuration should be used?

Accepted Answer

Create a UI Policy with a condition on the 'State' field.. A UI Policy is the correct configuration because it allows an administrator to define conditions (e.g., 'State' is 'In Progress') that dynamically show or hide form sections, fields, or make fields mandatory/read-only on the client side without requiring a server round trip. This is the standard mechanism for controlling form section visibility based on field values in ServiceNow.

Answer

Create an Access Control Rule (ACL) on the form section.

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Create a Business Rule that sets the section visibility.

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Create a UI Action with a condition on the 'State' field.

Question 20

An administrator needs to provide a custom view for the Incident table that hides the 'Description' field and reorders fields for a specific group of users. The view should be accessible from the form context menu. Which approach should the administrator take?

Accepted Answer

Create a new view for the Incident table and assign it to a user criteria that includes the group.. Creating a new view for the Incident table and assigning it to a user criteria that includes the group allows the administrator to define a custom form layout (hiding the 'Description' field and reordering fields) that is automatically applied to all members of that group. Views are the native mechanism in ServiceNow for providing different form configurations to different users based on user criteria, and they are accessible from the form context menu via the 'View' option.

Answer

Create a UI Policy that hides the 'Description' field and reorders fields for the specific group.

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Use the 'Personalize Form' option to rearrange fields and share the view with the group.

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Write a Business Rule that updates the form configuration when the group members open a record.