🚀 ServiceNow Interview Questions Grind 

❓ Q1: What is the difference between a UI Policy and a Data Policy?

👉 Answer:

• UI Policy 🖥️ → Applies when a record is inserted or updated via the ServiceNow UI (forms).

• Data Policy ⚙️ → Applies whenever a record is inserted or updated into the database (any source: UI, import sets, integrations, APIs).

📌 Pro Tip: Data Policies are stricter since they enforce rules universally, not just through forms.

Q2: What is a Schema Map?

👉 Answer:
A Schema Map visually displays tables and their relationships in ServiceNow.

📌 Benefits:

• Helps admins understand inheritance and relationships.

• Makes it easy to navigate complex database structures.

• Useful for analyzing extended tables (e.g., Task → Incident → Change).

💡 Interview Hint: Compare Schema Map to a visual ER diagram for ServiceNow tables.

Q3: What is your experience with Notifications?

👉 Answer (Sample):
“I have worked on email templates and created two main types of notifications:

1. 📧 Record-based Notifications → Sent when a record is inserted/updated.

2. ⚡ Event-based Notifications → Sent when a custom event is triggered.”

 Q4: What is the process of triggering Event-based Notifications?

👉 Answer:
Steps to configure:

1. Create an Event in the Event Registry.

2. Create a Notification and set it to trigger when the event is fired.

3. In a Business Rule, trigger the event using:

    

   gs.eventQueue('event_name', current, parm1, parm2);

📌 Pro Tip: Event-based notifications are more flexible than record-based ones since you can fire them from any script.

Q5: What is a Dictionary in ServiceNow?

👉 Answer:
The Dictionary is a system table (sys_dictionary) that maintains metadata for all tables and fields in ServiceNow.

📌 Contains:

• Field properties (read-only, mandatory, default values, etc.)

• Field data types

• Relationships and references

Q6: Did you work on SRM (Service Request Management)?

👉 Answer:
Yes ✅. SRM in ServiceNow is essentially the Service Catalog.

• Worked on designing and configuring catalog items.

• Created request workflows for approvals and fulfillment.

Q7: Could you please tell me your experience in SRM?

👉 Answer (Sample):
“I have created catalog items with variables and variable sets, designed workflows using Flow Designer/Workflows, and leveraged execution plans for request fulfillment. My work also included approvals, email notifications, and integration touchpoints.”

Q8: What is a Workflow?

👉 Answer:
A Workflow is a diagrammatic representation 📊 used to automate processes in ServiceNow.

📌 Features:

• Drag-and-drop interface for process design.

• Supports approvals, task creation, timers, and conditions.

• Commonly used for Catalog Items, Change Requests, and HR/IT processes.

💡 Pro Tip: While traditional Workflows are still used, ServiceNow encourages using Flow Designer for newer implementations.