ServiceNow Servicenow-PR000370 : Certified System Administrator Exam

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Exam Number : Servicenow-PR000370
Exam Name : Certified System Administrator
Vendor Name : ServiceNow
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Servicenow-PR000370 exam Format | Servicenow-PR000370 Course Contents | Servicenow-PR000370 Course Outline | Servicenow-PR000370 exam Syllabus | Servicenow-PR000370 exam Objectives

The ServiceNow Certified System Administrator exam Specification defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites to become a ServiceNow Certified System Administrator.
Exam Purpose
The ServiceNow System Administrator Certification demonstrates that a successful candidate has the skills and essential knowledge to contribute to the configuration, implementation, and maintenance of the ServiceNow system.
Successfully passing this Certification exam also establishes a set of skills necessary to continue in the ServiceNow Certification paths. It is a prerequisite for advanced courses.

Exam content is divided into Learning Domains that correspond to key Topics and activities typically encountered during ServiceNow implementations. In each Learning Domain, specific learning objectives have been identified and are tested in the exam. The following table shows the learning domains, weightings, and sub-skills measured by this exam and the percentage of questions represented in each domain. The listed subskills should NOT be considered an all-inclusive list of exam content.

1 User Interface & Navigation
ServiceNow Overview
Lists and Filters
Forms and Templates
2 Collaboration
User Administration
Task Management
3 Database Administration
Data Schema
Application/Access Control
Import Sets
4 Self-Service & Process Automation
Knowledge Management
Service Catalog
5 Intro to Scripting & Application Tools
Migration and Integration
Total 100%

Exam Structure
The exam consists of approximately (60) questions. For each question on the examination, there are multiple possible responses. The person taking the exam reviews the response options and selects the most correct answer to the question.
Multiple Choice (single answer)
For each multiple-choice question on the exam, there are at least four possible responses. The candidate taking the exam reviews the response options and selects the one response which most accurately answers the question.
Multiple Select (select all that apply)
For each multiple-select question on the exam, there are at least four possible responses. The question will state how many responses should be selected. The candidate taking the exam reviews the response options and selects ALL responses that accurately answer the question. Multiple-select questions have two or more correct responses.
Exam Results
After completing and submitting the exam, a pass or fail result is immediately calculated and displayed to the candidate. More detailed results are not provided to the candidate.
Exam Retakes
If a candidate fails to pass an exam, they may register to take the exam again up to three more times for a cost of $100.

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ServiceNow System PDF Questions

Swarovski makes gleaming consumer adventure crystal clear with ServiceNow regardless of COVID | Servicenow-PR000370 PDF Braindumps and exam Cram

The COVID pandemic inevitably resulted within the genuine world closure of so-known as non-fundamental retail, using organisations online to contend with a societal shift to e-commerce on a scale that few had ever predicted. For some retail sectors, there changed into a growth, as considered most notably within the grocery alternate; for others, the shift online brought appreciable customer journey challenges, above all those retailers who promote gadgets that cry out for the in-shop ‘contact it and take a look at it on’ factor.

One such enterprise turned into Swarovski. dependent in 1895, the retailer specializes in items made from both artificial and herbal gems, reminiscent of jewellery, stones, chandeliers, add-ons and gifts. if you happen to’re dealing with vivid and sparkly items, being up close and seeing them in the genuine world is whatever that’s essential to the ordinary retail model. As Isabella Kosch, Head of the company's GBS provider management arm, notes:

Swarovski turned into suffering from shop closures, as most different dealers have been. every now and then more than 50% of our retail outlets had been really closed. As that you would be able to imagine, crystal is a cloth that you'd like to contact and spot in a shop, primarily if you're promoting jewellery and watches.

but denied this capacity, consumers went on-line, which had knock-on consequences for the firm, recollects Kosch:

We had a fantastic on-line boost. We had never experienced that before. We had so many on-line purchases. Our website acquired very, very general…We begun to build up a backlog in our case administration device. not only had been the sellers affected, however also the beginning people, as a result of due to this online increase, they simply could not take care of the big volume of packages that needed to go to the conclusion consumers. abruptly that they had this fabulous quantity of traffic in programs and what came about become that we had prolonged beginning instances due to that. So essentially the most requested query [from customers] turned into 'where is my beginning?', or 'When am i able to predict my start?’.

Clearing the backlog develop into a priority. Swarovski had rolled out customer carrier management from ServiceNow in September 2019 as a alternative for an present device. This became out to be savvy circulation, in response to Kosch:

In April we had the COVID top and had lockdown and the on-line enhance. We in reality managed to cut back our caseload through fifty eight% in April. In all different months, we have now decreased our caseload in evaluation to the former tool that we had. What would have happened if we had nevertheless had the historic device in location in its place of ServiceNow?  On average we managed to in the reduction of the case load by way of fifty five%.

It wasn’t via self-carrier by patrons themselves that this case discount took place, she adds, however because of case bundling capabilities within the ServiceNow gadget:

on every occasion a consumer bought in contact with us several times, which as that you could think about, during the pandemic and the start times subject, took place again and again, ServiceNow became able to bundle all of those requests into one case. This fundamental characteristic helped us extremely as a result of we didn't have 5 instances and 5 brokers engaged on them in parallel; we just had one case.

ServiceNow become additionally in a position to present the means to shut off situations as they had been resolved, making a listing of such consumer interactions and, as Kosch puts it, giving the retailer the capacity to “close all situations without delay and cast off the bad success”.

New procedures

Given the save closures, Swarovski needed to re-believe its strategy to client engagement as a whole, together with introducing a function in some markets whereby valued clientele might call from the website right into a genuine keep and have people there act as their avatar. Kosch explains:

[The customer could] see the crystal within the store, get an illustration, get some support and suggestions on what to purchase and the like. shop assistants may even are trying it on for you as a replacement on your personal store visit.

an additional innovation became appointment reserving:

There was the opportunity to booklet an appointment from your online store in an offline store. This helped, of route, to keep away from a lot of people being within the store. It changed into crucial all over COVID times that you simply don't are looking to meet a lot of individuals, so we tried out this characteristic and, of course, it's additionally a more very own searching journey if you have a personal appointment.

while neither of those facets had been completed inside ServiceNow, Kosch says it makes experience now to enforce them in the ServiceNow ecosystem to get the total 360 diploma consumer community enticing with the equipment.

inner change

anything else that’s changed with the ServiceNow gadget in region is how departments within Swarovski work collectively. customer carrier is run via Kosch’s international enterprise services (GBS) division, guided via the wants of the commercial characteristic, which tells GBS what sort of features they'd like to have, what form of end customer event they might like to construct etc.

This has been a passive model unless recently, however the GBS team is now becoming greater lively in terms of providing up proactive counsel on what the business arm can do now that the ServiceNow capabilities are in vicinity. Kosch explains:

americans are definitely not aware about the percentages they have got with these tools, so we've had to teach them and to contact them and help them, to make certain they find out about all of their probabilities for them. ServiceNow became considered as some admin stuff that has to do with client provider and has nothing to do the commercial function and that's the reason truly no longer the case. We simply needed to make certain people knew that we now have not best a client service case management device, we have a full ecosystem that you can in reality leverage to build a full client journey on your conclusion consumer. here is what we did and now we have obtained extra right into a one group working strategy, to really work very carefully together as one group in opposition t one typical end - what's the desired end buyer journey?

GBS itself has also been on a studying curve, she adds, noting that initially of the connection with ServiceNow  the center of attention turned into on replacing the old tool and getting the fundamentals up and working with the brand new company:

We failed to hassle too a good deal concerning the complete customer adventure. Of path we had second language aid to combine and so on, but we didn't truly seem to be on the full journey, starting with the external consumers in opposition t the interior valued clientele, inside shoppers of the device, and the last consultant. here's anything i'd really advocate to do whenever you put in force ServiceNow - definitely delivery to look on the full client journey from the very beginning. start to suppose in regards to the industrial features and maybe their e-commerce requirements, maybe their revenue-connected necessities, as a result of all of them will also be enriched through enforcing ServiceNow.

The fruits is greater internal integration between departments, she says, with 92% of the company’s advisors announcing that they suppose it be much simpler now to talk with different departments.

The different getting to know, Kosch provides, is to embody that here's an ongoing experience, not some thing with a finite conclusion:

in case you go are living, it is when the adventure actually starts. this is type of our discovering. it's much more intensive than we thought because we get so many insights from the shoppers in or out of this device. We gain knowledge of so lots about consumer conduct, you might be able to find more efficiencies and we have this continuous improvement move. we now have long past into a extra agile building strategy now. We take child steps to really Improve all of the time, instead of getting massive desires. we can also see this additionally resonates with our advisors because ninety six% of them say yes, they could consider this continual improvement flow.

That’s an entire new means of thinking, she concludes, and one which’s for the more advantageous in the case of Swarovski:

continuously you have a venture and the challenge has an end. or not it's distinctive with ServiceNow. you have go live, but it truly is now not when your mission ends; that is when it basically starts. You just carried out the fundamentals and now you might be going to work with it and that's the precise venture, the greater enjoyable part. this is when it truly happens.

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