Servicenow Analyst Interview Questions and Answers

Cases are records of customer issues or requests. Case types are categories of cases based on their nature.

• Cases are used to track customer issues or requests

• Case types are used to categorize cases based on their nature

• Examples of case types include technical support, billing inquiries, and product feedback

Views and view rules are used to control access to data and define how data is displayed in ServiceNow.

• Views determine which records are displayed to users based on their roles and permissions.

• View rules are used to further restrict access to specific records based on conditions.

• Views can be customized to display specific fields and order of fields.

• View rules can be used to hide sensitive data from certain users or groups.

• Examples of views include 'My Open Incidents' and 'All...read more

Yes, I have implemented various use cases and scenarios in my previous roles.

• Implemented use cases for incident management, change management, and service request management.

• Created scenarios for testing and validation of new features and enhancements.

• Developed workflows and automation scripts to streamline processes.

• Collaborated with cross-functional teams to identify and prioritize use cases.

• Trained end-users on new use cases and scenarios.

• Continuously monitored and evaluat...read more