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In ServiceNow, theActivitysection on a task record provides areal-time log of all recent updates, including field changes, comments, and system-generated events.

Displays achronological historyof changes made to a record.

IncludesWork Notes,Additional Comments, andField Changes.

Showswho made the changeandwhen it occurred.

Can befilteredto show only specific types of updates (e.g., comments, field changes).

A. Timeline →Incorrect

There is no standard "Timeline" section on a task record.

Visual Task Boards (VTBs)have timelines, but task records useActivity.

B. Journal →Incorrect

ServiceNowdoes nothave a "Journal" section for task records.

Journal fields(e.g., "Additional Comments" and "Work Notes") store specific updates, butActivityprovides the full record history.

C. Audit Log →Incorrect

TheAudit Log (sys_audit table)tracks changes but is not displayed directly on task records.

Admins need tomanually querytheAudit Logfor historical changes.

Activity Stream Overview

Understanding Journal Fields

Key Features of the Activity Section:Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:

Tomodify the order of fields on a formin ServiceNow, you have two main options:

Form Layout(A - Correct Answer)

Navigation:Context Menu > Configure > Form Layout

Allows you to rearrange fields using a simplelist-based interface.

You can add, remove, or reorder fields quickly.

Form Design(C - Correct Answer)

Navigation:Right-click on the form header > Configure > Form Design

Opens adrag-and-drop interfacefor modifying form layout.

Provides more advanced customization options, including sections, tabs, and field arrangements.

B. Context Menu > Form > Layout

No such menu option exists in ServiceNow.

D. Context Menu > Configure > Form Designer

There is no direct"Form Designer"option in the context menu; instead, it's accessed viaConfigure > Form Design.

E. Right-click on header > Configure > UX Dashboard

UX Dashboard is used forUI pages, dashboards, and workspace configurations, not form layout changes.

Configuring Forms in ServiceNow

Using Form Designer

Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:

✔The "Additional comments" fieldis used to communicate information that isvisible to the customer. This field is commonly used inIncident Management, Service Requests, and other task-based records.

Key Differences Between Fields:

Additional Comments (✔Correct Answer)– Used forcustomer-facingcommunication.

Work Notes– Used forinternal team communication(not visible to the customer).

Caller Note (A)– No such standard field exists.

Customer Notes (B)– Not a standard ServiceNow field.

Description (D)– Holdsinitial details of the issuebut is not used for ongoing communication.

????Reference:ServiceNow ITSM – Incident Management & Customer Communication

ANatural Language Query (NLQ)allows users to filter list data using plain English instead of using the traditional condition builder. NLQ interprets human-readable search terms and translates them into system queries, making it easier for non-technical users to retrieve information without having to understand the underlying database structure.

User-friendly: Users can type a question in normal language (e.g., "Show me all open incidents assigned to me").

Automatic Query Conversion: The system translates the NLQ into a structured query that ServiceNow understands.

Faster Search & Filtering: It helps in quickly filtering and finding records without manually setting conditions.

Works on Lists: NLQ is used primarily in list views where users need to filter or search records.

Key Features of NLQ in ServiceNow:Example Usage:If a user enters"Show me all open incidents for John Doe", the NLQ engine will convert it into a structured query like:

[State = Open] AND [Assigned To = John Doe]

ServiceNow Product Documentation→ "Natural Language Query Overview"

ServiceNow List Filters and Condition Builder→ "Using Natural Language Queries for Filtering"

References from Certified System Administrator (CSA) Documentation:

InServiceNow Knowledge Management, access towho can write articlesin aknowledge baseis controlled using the"Can Contribute"permission.

The"Can Contribute"tab allows administrators to specifywhich users or groups can create, edit, and manage knowledge articleswithin a specific knowledge base.

For example:

If a user isgranted "Can Contribute" access, they canwrite and editknowledge articles.

If a useronly has "Can Read" access, they canviewarticles butcannotcreate or modify them.

A. Can Read–Defines whocan viewknowledge articles, butnot who can writethem.

B. Can Write–No such tab exists in ServiceNow knowledge base settings. Instead, the correct term is"Can Contribute."

D. Can Author–"Can Author" is not an official permission setting in ServiceNow. The correct term is"Can Contribute."

E. Cannot Author–No such option exists in ServiceNow Knowledge Base permissions.

InServiceNow, theActivity Streamsection on a task record displays themost recent updatesmade to that record. It logschanges in fields, comments, work notes, and system updatesin real time.

Displays a chronological history of changes

Showswho made the update, when it was made, and what changed.

Includescomments, work notes, system-generated updates, and field value changes.

Real-time updates for collaboration

If multiple users are working on the same record, they can seeupdates in real-time.

Useful for ITSM workflows (Incidents, Change Requests, Tasks).

Integrated with Comments and Work Notes

Users can addcomments (visible to users) or work notes (internal notes)directly in the Activity Stream.

Why is "Activity Stream" the Correct Answer?

Example View of Activity Stream in a Task Record:Timestamp

User

Action

10:15 AM

John Doe

Updated Priority from "Low" to "High"

10:20 AM

Jane Smith

Added a work note: "Waiting for user confirmation"

10:30 AM

System

State changed from "New" to "In Progress"

A. Related ListIncorrect– Related Lists showlinked records (e.g., affected CIs, approvals, attachments)butnot recent updates.

C. Audit LogIncorrect– TheAudit Log (sys_history_line table)tracksdatabase-level changesbut is not displayed as anActivity Streamon a task record.

D. TimelineIncorrect– No standard"Timeline"section exists inServiceNow task records.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Activity Streams????Understanding Activity Streams

ServiceNow Docs – Viewing Record History in Activity Stream????Using Activity Streams in Task Records

Official ServiceNow Documentation References:

When importing spreadsheet data into ServiceNow using theImport Setprocess, data is transferred in multiple stages. The step where data getswritten to the receiving tableis called"Run Transform."

Load Data:The spreadsheet or data file is uploaded to a temporary table (Import Set table).

Run Transform:The system processes the import set data andwrites it to the target table.

Verify Data:After transformation, the data is checked for accuracy.

Load Data:

The spreadsheet or external data is first imported into astaging table (Import Set table)in ServiceNow.

At this stage, the data is not yet written to the actual destination table.

Run Transform (Correct Answer):

TheTransform Mapapplies field mappings and business logic.

The data is processed and written from the import set table to the target table (e.g., Incident, CMDB, or any other receiving table).

Any data transformation (such as field mappings, lookups, or script-based modifications) happens here.

Verify Data:

After transformation, users shouldvalidate the imported recordsto ensure that data was written correctly.

B. Run Import:

This steponly loads the data into a temporary Import Set table.

It does not write data to the receiving table.

C. Import Dataset:

"Import Dataset" isnot an actual stepin the ServiceNow data import process.

D. Execute Transform:

There is no "Execute Transform" step in ServiceNow.

The correct term is"Run Transform."

E. Schedule Transform:

While youcanschedule transforms, this is not the step where data gets written to the final table.

The actual transformation and writing occur during"Run Transform."

Import Set Process in ServiceNow:Explanation of Each Step:Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:For more details, refer to the official ServiceNow documentation:

Importing Data into ServiceNow

Transform Maps in Import Sets