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ServiceNow CAS-PA Exam Dumps & Practice Test Questions

Question 1

Which solution should be implemented to analyze the behaviors and navigation patterns of both new and returning users on a platform?

A. User Experience Analytics
B. Next Experience Dashboards
C. Responsive Dashboards
D. Platform Analytics Workspace

Correct Answer: A

Explanation:
To analyze the behaviors and navigation patterns of both new and returning users, you need a solution that specifically focuses on tracking user interactions and behavior on the platform. Let's go through each option:

  • A. User Experience Analytics
     This is the correct answer. User Experience Analytics (UXA) is designed to provide insights into how users interact with a platform, including tracking both new and returning users. This solution enables detailed behavioral analysis, which helps in identifying patterns, understanding user journeys, and improving overall user experience. It collects data on user interactions, sessions, clicks, and more, which directly informs UX improvements and engagement strategies.

  • B. Next Experience Dashboards
     This option is more related to the design and display of dashboards for visualizing data in a business intelligence context. While it may provide insightful metrics, it’s not specifically focused on tracking user behaviors like UXA is.

  • C. Responsive Dashboards
     Responsive Dashboards are designed to adapt to different screen sizes or devices, improving accessibility across various platforms. They are important for viewing data on different devices but don’t directly provide insights into user behavior or navigation patterns, which is the focus of the question.

  • D. Platform Analytics Workspace
     While Platform Analytics Workspace can provide some data about platform performance and metrics, it is not specifically tailored for user behavior analysis like User Experience Analytics. It would likely be a more general analytics tool without the detailed insights on user behavior that UXA provides.

Therefore, User Experience Analytics (UXA) is the best option for analyzing user behavior and navigation patterns.

Question 2

What step is necessary to enable a Breakdown to function as a filter for Report Widgets?

A. Set up the Dashboard Breakdown to act as an Interactive Filter
B. No setup is needed; Breakdowns automatically filter report widgets
C. Choose the Breakdown directly within the report widget
D. Apply the Breakdown in the properties of a dedicated dashboard for report widgets

Correct Answer: A

Explanation:
When using a Breakdown to filter data in Report Widgets, you need to ensure that the Breakdown is properly configured to interact with those widgets as a filter. Here’s a breakdown of each option:

  • A. Set up the Dashboard Breakdown to act as an Interactive Filter
     This is the correct answer. To enable a Breakdown to function as a filter for Report Widgets, you need to specifically configure it as an Interactive Filter. This allows users to dynamically filter data in the widgets based on the selected breakdown categories, such as segmenting by user type or geography. By setting the breakdown as an interactive filter, the data in the widgets will automatically update based on the selected criteria from the breakdown.

  • B. No setup is needed; Breakdowns automatically filter report widgets
     This is incorrect. Breakdowns don’t automatically act as filters unless they are specifically configured to do so. You must set them up as interactive filters to make them function this way.

  • C. Choose the Breakdown directly within the report widget
     This option is not correct because selecting a breakdown within the widget alone will not make it function as a filter for the widgets. A breakdown needs to be explicitly set as a filter to interact with the widgets dynamically.

  • D. Apply the Breakdown in the properties of a dedicated dashboard for report widgets
     While you may use Breakdowns in a dashboard context, this option doesn’t address the specific need for making the breakdown function as a filter for Report Widgets. The proper setup is through making the breakdown an Interactive Filter.

Thus, A. Set up the Dashboard Breakdown to act as an Interactive Filter is the correct method for enabling a breakdown to filter report widgets.

Question 3

Which statement best describes the purpose of Performance Analytics Spotlight?

A. It ranks records based on multiple weighted criteria
B. It presents an indicator score visually on a dashboard
C. It shows the current priority of records in real time
D. It offers a timeline-based view of process data

Correct Answer: A

Explanation:
Performance Analytics Spotlight is a feature in ServiceNow designed to highlight or rank records according to a defined set of weighted criteria. Its core purpose is to prioritize records based on multiple performance indicators that contribute to a composite score. This score helps decision-makers and operational teams quickly identify and focus on the most important or urgent records.

The power of Spotlight lies in its ability to dynamically assess a list of records using a scoring model. Each criterion (or indicator) used in Spotlight can be weighted differently, which gives organizations the flexibility to tune the scoring logic according to business needs. For example, in an incident management scenario, Spotlight might rank incidents based on their priority, SLA breach risk, and customer impact. Records scoring highest are likely the most critical and should be addressed first.

Let’s evaluate why the other options are incorrect:

  • B (It presents an indicator score visually on a dashboard): While visual representation of indicators is part of Performance Analytics dashboards, Spotlight specifically focuses on ranking and prioritizing records, not just showing scores.

  • C (It shows the current priority of records in real time): This describes a real-time priority field, but not the Spotlight feature. Spotlight calculates a composite score, which may or may not align with the default priority field.

  • D (It offers a timeline-based view of process data): This is more applicable to Time Series charts or Flow Designer tracking, not Spotlight.

Thus, the feature’s true value is in ranking records using weighted indicators, making A the correct answer.

Question 4

Which statements accurately reflect the features of the Platform Analytics Workspace or Analytics Center? (Select two.)

A. The Analytics Center fully replaces the traditional Performance Analytics module
B. Accessing the Platform Analytics Workspace requires an extra license
C. The Platform Analytics Workspace supports dashboard creation for the Next Experience interface
D. The Analytics Center can be configured to be accessible from any ServiceNow Workspace

Correct Answers: B, C

Explanation:
The Platform Analytics Workspace and Analytics Center are newer ServiceNow capabilities introduced to modernize analytics and dashboard experiences within the Next Experience (Polaris UI) framework. These tools are geared toward more dynamic, real-time, and user-friendly analytics experiences.

Let’s analyze the two correct statements:

  • B (Accessing the Platform Analytics Workspace requires an extra license): This is true. While some analytics features are available by default, Platform Analytics Workspace requires a Performance Analytics Premium or Pro license. Organizations need this license to unlock features such as advanced widgets, breakdowns, and scheduled reports inside the workspace.

  • C (The Platform Analytics Workspace supports dashboard creation for the Next Experience interface): This is also correct. One of the major drivers for Platform Analytics Workspace is its seamless integration with the Next Experience UI. It allows dashboard builders to create visualizations and layouts that are fully compatible with modern ServiceNow Workspaces, offering a consistent user experience across applications.

Now let’s examine the incorrect choices:

  • A (The Analytics Center fully replaces the traditional Performance Analytics module): This is false. While Analytics Center is a newer feature that enhances self-service analytics, it does not fully replace Performance Analytics. In fact, many Performance Analytics capabilities—like indicator sourcing, breakdowns, and Spotlight—still rely on the classic module. The two can coexist and serve different use cases.

  • D (The Analytics Center can be configured to be accessible from any ServiceNow Workspace): This is partially true, but not accurate as a general rule. Access to the Analytics Center is controlled by role-based permissions and feature availability in a workspace. While it can be embedded or linked from some workspaces, not all ServiceNow Workspaces are automatically configured to support Analytics Center access. Some customization and licensing may be required.

In summary, the correct answers are B and C, as they reflect the licensing requirement and UI compatibility of Platform Analytics Workspace with the Next Experience.

Question 5

While setting up historical data collection for the indicator "Number of open and overdue incidents," which Breakdown should be omitted?

A. Category
B. Age
C. State
D. Priority

Correct Answer: B

Explanation:
When setting up historical data collection for an indicator like "Number of open and overdue incidents," breakpoints or breakdowns help to slice the data in meaningful ways. Let’s evaluate each option:

  • A. Category
     The Category of an incident is a crucial breakdown to understand trends and patterns. For example, incidents categorized as "network-related" versus "hardware-related" may have different resolution times. Thus, Category is useful and should not be omitted.

  • B. Age
     The Age of incidents—specifically how long incidents have been open or overdue—does not necessarily need to be a breakdown when tracking "open and overdue incidents." Instead, the Age could be considered an intrinsic attribute that directly defines whether an incident is overdue, rather than being a standalone breakdown. Including Age as a breakdown may complicate the data without adding useful segmentation for historical data collection on open and overdue incidents.

  • C. State
     The State of an incident (open, closed, in-progress, etc.) is an essential breakdown for analyzing incidents over time. It helps distinguish between incidents that are unresolved or overdue, making it a valuable metric for the analysis.

  • D. Priority
     Priority is another relevant breakdown, as it allows analysis of incidents based on their urgency. High-priority incidents may have different response and resolution times, which makes it a meaningful breakdown for analyzing incident trends.

Therefore, Age should be omitted from the breakdowns when tracking the "Number of open and overdue incidents," as it is already implied by the incident's overdue status and does not add value as a breakdown for historical data collection.

Question 6

What are the default visibility settings for a newly created Indicator?

A. Only accessible to the creator; "Visible by All Roles" is False; access requires the "pa_admin" role
B. Visible to all users; "Visible by All Roles" is True
C. Visible to all; however, "Visible by All Roles" is False and requires the "pa_admin" role
D. Restricted to the creator; "Visible by All Roles" is set to False

Correct Answer: A

Explanation:
When you create a new indicator, there are default settings related to visibility and access control. Let’s analyze each option:

  • A. Only accessible to the creator; "Visible by All Roles" is False; access requires the "pa_admin" role
     This is the correct answer. By default, new indicators are restricted to the creator (i.e., only the creator can view and modify the indicator). The "Visible by All Roles" setting is set to False, meaning that the indicator is not visible to all users. For broader access, users need to have the pa_admin role to be able to manage and access the indicator.

  • B. Visible to all users; "Visible by All Roles" is True
     This is incorrect. By default, new indicators are not visible to all users. The "Visible by All Roles" setting is not set to True by default, meaning it’s not automatically accessible to all roles.

  • C. Visible to all; however, "Visible by All Roles" is False and requires the "pa_admin" role
     This option is incorrect because "Visible by All Roles" is not False by default; it is set to False, which means the indicator is not visible to all roles unless explicitly configured. The default visibility is more restrictive.

  • D. Restricted to the creator; "Visible by All Roles" is set to False
     While this option is partly true, it is incomplete without mentioning the requirement of the pa_admin role to access the indicator. "pa_admin" role access is part of the default setup for new indicators.

Thus, the correct answer is A, which describes the default visibility settings where an indicator is only accessible to the creator and requires the pa_admin role for broader access.

Question 7

What is the recommended method for transitioning deprecated Homepages to modern Dashboards in ServiceNow?

A. Rebuild the Homepages manually as Dashboards
B. Use the “Convert to Dashboard” UI Action
C. Select the “Copy as Dashboard” UI Action
D. Apply the “Unload to Dashboard” UI Action

Correct Answer: B

Explanation:
In ServiceNow, Homepages have been deprecated in favor of Dashboards, particularly with the adoption of the Next Experience UI. To help customers and administrators move away from legacy Homepages and adopt the newer, more powerful Dashboard framework, ServiceNow introduced a built-in conversion tool. The recommended and supported approach is to use the “Convert to Dashboard” UI Action, which is specifically designed to streamline this transition.

The “Convert to Dashboard” option appears directly within the Homepage record (such as in the sys_homepage table) or within the UI when viewing an existing Homepage. It automates the conversion process by recreating the layout and widgets in a Dashboard format. This reduces manual effort and ensures a smoother and more accurate transition.

Let’s examine why the other options are incorrect:

  • A (Rebuild the Homepages manually as Dashboards): While possible, this is not recommended. Manual rebuilding is time-consuming, error-prone, and may lead to inconsistencies in widget data or layout. The automated conversion tool provides a faster and standardized method.

  • C (Select the “Copy as Dashboard” UI Action): This is not a standard or supported action for Homepage conversion in ServiceNow. There is no “Copy as Dashboard” button offered in the UI.

  • D (Apply the “Unload to Dashboard” UI Action): There is no such UI action in the ServiceNow platform. This option is invalid.

In summary, ServiceNow recommends using the “Convert to Dashboard” UI Action to move from legacy Homepages to modern Dashboards, making B the correct answer.

Question 8

Which feature provides visibility into all Indicators used by a widget and all the tabs that include the widget?

A. Run Diagnostics
B. Dependency Assessment
C. Relationship Viewer
D. Widget Indicators

Correct Answer: D

Explanation:
The Widget Indicators feature in ServiceNow Performance Analytics is designed to offer full transparency and traceability into how an Indicator is being used across widgets and dashboards. Specifically, it provides a comprehensive view of:

  • All Indicators used within a widget

  • The tabs or dashboards where the widget appears

  • The data sources and relationships connected to those indicators

This feature is invaluable for analytics administrators and dashboard developers, especially when they need to update, troubleshoot, or retire specific indicators or widgets. It helps prevent disruptions by revealing where changes may have downstream effects. For example, if you need to deprecate an indicator, using Widget Indicators will show you all the dashboards and widgets that rely on it, ensuring you don't unintentionally break reports or analytics views.

Let’s explore why the other choices are incorrect:

  • A (Run Diagnostics): This tool checks widget performance or rendering issues, such as slow load times or scripting errors, but it does not provide information about indicator usage or dependencies.

  • B (Dependency Assessment): While Dependency Assessment can show relationships between configuration items (CI) and services, it is primarily used in CMDB and Service Mapping, not Performance Analytics widgets or indicators.

  • C (Relationship Viewer): This is a visual tool often used in CMDB to show CI relationships in a graphical format. It doesn’t track indicators within widgets or dashboards.

In conclusion, the Widget Indicators feature is the most accurate tool for identifying where an indicator is used and which widgets and tabs depend on it, making D the correct answer.

Question 9

Where in ServiceNow can you activate a Performance Analytics Content Pack?

A. Navigate to Content Management > Performance Analytics
B. Go to Performance Analytics > Add Content Pack
C. Use Performance Analytics > Activate Solution
D. Open System Applications > All Available Applications > All

Correct Answer: B

Explanation:
To activate a Performance Analytics Content Pack in ServiceNow, you should use the Performance Analytics module. More specifically, the Add Content Pack option is available within this module. Here’s a breakdown of the options:

  • A. Navigate to Content Management > Performance Analytics
     This is not the correct location for activating a content pack. The Content Management module deals with content items like reports and dashboards but does not directly manage the activation of Performance Analytics content packs.

  • B. Go to Performance Analytics > Add Content Pack
     This is the correct method. You can navigate to the Performance Analytics section in ServiceNow, where you’ll find an option to Add Content Pack. This is where you can add and activate pre-configured content packs that enhance Performance Analytics with templates, dashboards, and indicators.

  • C. Use Performance Analytics > Activate Solution
     This option does not exist in ServiceNow. You won’t find a direct Activate Solution button under the Performance Analytics module.

  • D. Open System Applications > All Available Applications > All
     While this path leads you to all applications, including Performance Analytics, it does not directly address the activation of content packs. The content packs themselves are managed from within the Performance Analytics module.

Thus, the correct answer is B, as it specifically leads you to the location where content packs can be added and activated.

Question 10

Which method allows you to ensure that a dashboard widget dynamically updates based on user interaction with another widget or filter on the same dashboard?

A. Enable the "Linked Widgets" setting in dashboard preferences
B. Configure the widget to use Interactive Filters
C. Apply filters manually to each widget individually
D. Add the widget to a separate dashboard with isolated filters

Correct Answer: B

Explanation:
To ensure that a dashboard widget dynamically updates based on user interaction with other widgets or filters, Interactive Filters are the most effective method. Here’s an analysis of each option:

  • A. Enable the "Linked Widgets" setting in dashboard preferences
     This option is not applicable in ServiceNow for achieving dynamic interactivity between widgets. While you can link widgets in certain ways, Interactive Filters is the correct method to link and interact with widgets dynamically.

  • B. Configure the widget to use Interactive Filters
     This is the correct answer. Interactive Filters in ServiceNow allow you to configure dashboard widgets so that they react dynamically to user selections. For example, if a user selects a filter option on one widget, other widgets on the same dashboard will automatically update to reflect the selected data. This is a powerful way to create interactive, responsive dashboards in ServiceNow.

  • C. Apply filters manually to each widget individually
     While this method may be effective in some scenarios, it is not the most efficient way to dynamically update multiple widgets. Manually applying filters to each widget individually does not provide the level of automation and interactivity that Interactive Filters offer.

  • D. Add the widget to a separate dashboard with isolated filters
     This option would isolate the widgets, meaning they wouldn’t dynamically interact with one another. It would not achieve the desired effect of updating widgets on the same dashboard based on a user’s interaction with one of the widgets.

Therefore, the correct answer is B, as Interactive Filters provide the functionality to dynamically update widgets based on user interaction.