ServiceNow Interview Questions and Answers – Part 2 (Advanced + Scenario-Based)
Introduction
In the first part, we covered the basics — like incidents, tables, client scripts, and workflows.
Now in this second part, we’ll go deeper into real-time interview scenarios, scripting, integrations, Flow Designer, and administration concepts that often appear in ServiceNow developer and admin interviews.
🔹 Scenario-Based and Advanced ServiceNow Interview Questions
1. How do you automatically assign incidents to a specific group in ServiceNow?
Answer:
You can achieve automatic assignment using:
- Assignment Rules – Automatically assign based on conditions (like category or priority).
- Business Rules – Write a script to assign based on logic.
Example:
if (current.category == 'network') {
current.assignment_group = 'Network Support';
}
This saves manual effort and ensures incidents go to the right team.
2. How can you restrict access to a particular field in ServiceNow?
Answer:
There are three main ways:
- ACLs (Access Control Lists) – Limit read/write/delete access.
- UI Policies – Make a field read-only for specific users.
- Client Scripts – Hide or disable fields dynamically on the form.
3. How do you call a Script Include from a Client Script?
Answer:
You use GlideAjax for this purpose.
Example:
var ga = new GlideAjax('MyScriptInclude');
ga.addParam('sysparm_name', 'getIncidentCount');
ga.getXMLAnswer(function(response){
alert('Incident Count: ' + response);
});
This allows you to fetch server-side data without reloading the page.
4. What is the difference between before and after Business Rules?
Answer:
| Type | Execution Time | Purpose |
|---|---|---|
| Before | Runs before data is saved to DB | Modify data before saving |
| After | Runs after data is saved | Trigger events or notifications |
5. How can you track all changes made in a ServiceNow record?
Answer:
ServiceNow automatically maintains a history of changes for each record. You can view it using:
- Audit History (right-click → History → List)
- sys_audit table
- GlideRecord query for audit data if needed
6. How do you create a custom application in ServiceNow?
Answer:
Steps:
- Navigate to System Applications → Studio
- Click “Create Application”
- Define the name, scope, and tables
- Add modules, forms, and scripts
This is how developers build customized business applications in ServiceNow.
7. What is the difference between Flow Designer and Workflow Editor?
Answer:
| Feature | Workflow Editor | Flow Designer |
|---|---|---|
| Type | Legacy | Modern |
| Interface | Drag-and-drop | Intuitive, low-code |
| Integration | Limited | IntegrationHub ready |
| Best for | Simple automations | Modern, scalable flows |
Flow Designer is now the preferred automation tool.
8. What is a Subflow in ServiceNow?
Answer:
A Subflow is a reusable flow within Flow Designer. You can call subflows inside other flows — similar to a function call — to avoid repeating logic.
9. What is IntegrationHub?
Answer:
IntegrationHub allows you to connect ServiceNow with other systems using pre-built connectors (called Spokes) — like Slack, Microsoft Teams, or AWS.
It simplifies integrations using no-code actions instead of writing APIs manually.
10. How can you schedule a job to run every day in ServiceNow?
Answer:
You can use Scheduled Jobs (Scheduled Scripts) under System Definition → Scheduled Jobs.
Example:
gs.info("Daily cleanup running...");
You can set it to run daily, weekly, or at custom intervals using a cron expression.
11. What is a GlideRecord query, and how do you use it efficiently?
Answer:
A GlideRecord query retrieves or updates records in ServiceNow tables.
Example:
var inc = new GlideRecord('incident');
inc.addQuery('priority', 1);
inc.query();
while(inc.next()) {
gs.print(inc.number);
}
Tips for optimization:
- Use indexed fields
- Avoid unnecessary loops
- Use
addEncodedQuery()for complex conditions
12. How do you send notifications when a record is updated?
Answer:
You can configure this in:
- System Notification → Email → Notifications
Set conditions like “When state changes to ‘Resolved’” and specify who should receive it.
You can also send notifications using a Business Rule or Flow Designer Action.
13. What is a Reference Field in ServiceNow?
Answer:
A Reference Field is a field type that connects to another table.
Example: “Caller” on the Incident form references the User (sys_user) table.
It helps link related data and reduces redundancy.
14. What is Service Mapping?
Answer:
Service Mapping builds on Discovery by mapping IT infrastructure to the business services they support.
It helps identify the impact of a server or application failure on business operations.
15. What are Dictionary Overrides?
Answer:
When a table extends another table, a Dictionary Override allows you to change field properties for the child table only.
For example, you can make a field mandatory in “Incident” but optional in “Problem.”
16. What are UI Macros?
Answer:
UI Macros are reusable HTML/AngularJS code snippets that render custom UI elements in forms or pages — often used for buttons or custom form widgets.
17. What is the difference between setDisplay() and setVisible() in Client Scripts?
Answer:
- setDisplay() → Hides the field completely from the form.
- setVisible() → Similar effect, but affects visibility of the field container.
- setMandatory() → Makes a field required.
18. What is a Domain in ServiceNow?
Answer:
A Domain represents a logical separation of data and processes, commonly used in multi-tenant environments.
Example: Two companies using one instance but keeping data isolated.
19. How can you import data from Excel into ServiceNow?
Answer:
Steps:
- Go to System Import Sets → Load Data
- Upload your Excel/CSV file
- Create a Transform Map
- Run Transform to move data into the target table.
20. How can you make a field mandatory based on another field’s value?
Answer:
You can do it using a Client Script (onChange):
function onChange(control, oldValue, newValue) {
if (newValue == 'High') {
g_form.setMandatory('impact', true);
} else {
g_form.setMandatory('impact', false);
}
}
21. How does ServiceNow handle version upgrades?
Answer:
ServiceNow provides two major upgrades per year.
Admins can preview and test upgrades in sub-production environments before pushing them to production.
All customizations are captured using Update Sets or Application Repository to avoid loss during upgrades.
22. What are ServiceNow Scoped APIs?
Answer:
Scoped APIs are APIs restricted to a specific application scope. They ensure that one app’s data and scripts don’t affect another app.
23. What is the difference between a Global Scope and an Application Scope?
Answer:
| Scope Type | Description |
|---|---|
| Global | Accessible by all applications |
| Application | Restricted to a specific app for isolation |
Scoped applications are safer for enterprise-level development.
24. How do you create a custom email notification using scripts?
Answer:
Use the gs.eventQueue() method in Business Rule:
gs.eventQueue('incident.assigned', current, current.assigned_to, gs.getUserID());
Then define the event “incident.assigned” under System Policy → Events and map it to an email notification.
25. How does ServiceNow manage ITIL processes?
Answer:
ServiceNow provides modules that align with ITIL practices:
- Incident Management – Restores service quickly
- Problem Management – Identifies root cause
- Change Management – Minimizes risk during updates
- Request Management – Handles user service requests
This standardization ensures consistent service delivery.
26. What are Access Control Rules (ACLs) made up of?
Answer:
Each ACL rule consists of three parts:
- Table (what it applies to)
- Operation (read, write, delete)
- Condition or Script (who has access)
Example:
gs.hasRole('admin');
27. What is the use of Application Properties?
Answer:
Application Properties store configurable values (like URLs, limits, or flags) that you can use in scripts or business logic — without hardcoding them.
28. How do you ensure data quality in CMDB?
Answer:
- Use Discovery and Service Mapping for accuracy
- Define Data Certification schedules
- Set up duplicate detection rules
- Create data policies to maintain consistency
29. How can you integrate ServiceNow with Active Directory (AD)?
Answer:
Through the LDAP integration:
- Syncs users and groups from AD
- Provides single sign-on (SSO)
- Automatically disables users when removed from AD
30. What is Delegated Development?
Answer:
It allows administrators to grant specific users permission to create or modify applications within ServiceNow — without giving full admin rights.
31. What are some common ServiceNow roles?
Answer:
- admin – Full access
- itil – Manage incidents and requests
- catalog_admin – Manage Service Catalog
- developer – Create scripts and apps
- asset_manager – Manage assets and inventory
32. What is the difference between a Module and an Application Menu?
Answer:
- Application Menu – The top-level group (e.g., “Incident”).
- Module – Individual items inside the menu (e.g., “Create New,” “Open Incidents”).
33. What is the use of GlideSystem (gs) class?
Answer:
It provides system-level functions like logging, printing messages, and getting user info.
Example:
gs.info("Record updated by: " + gs.getUserName());
34. How do you debug Flow Designer issues?
Answer:
You can:
- Use Flow Designer’s Execution Details tab
- Check System Logs → Application Logs
- Use gs.log() inside custom scripts
35. What is the difference between UI Action and UI Policy?
Answer:
| UI Action | UI Policy |
|---|---|
| Adds buttons or links | Changes field behavior |
| Can run scripts | No-code rule-based |
| Can be client or server-side | Only client-side |
36. What is a Scoped GlideRecord?
Answer:
Scoped GlideRecord works within an application scope and uses new GlideRecordSecure('table') to respect ACLs automatically.
37. How can you roll back changes made by an Update Set?
Answer:
You can manually revert each change or restore a backup from before the update set was committed. However, ServiceNow does not support automatic rollback of Update Sets.
38. How can you identify performance issues in ServiceNow?
Answer:
- Use Diagnostics → Performance Dashboard
- Analyze Slow Queries
- Use Script Tracer and Transaction Logs
39. What is a Related List?
Answer:
A Related List shows records from another table that are linked to the current record (e.g., “Incidents” related to a “User”).
40. What is Virtual Agent in ServiceNow?
Answer:
Virtual Agent is an AI-powered chatbot that helps users get quick answers, log tickets, or check status — reducing load on support teams.
🟢 Final Tips for Cracking the Interview
- Understand both admin and developer modules.
- Be ready to write simple GlideRecord queries.
- Know how to create flows and integrations.
- Review your real-time project experience (if any).
- Prepare for scenario-based logic questions — interviewers often test problem-solving.
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