🚀 ServiceNow Interview Questions Grind

 Q1: What kind of emails does an Inbound Action accept?

👉 Answer:
Inbound Actions in ServiceNow can process:

• ✉️ New emails → Create new records (e.g., Incident).

• 🔁 Forwarded emails → Create or update based on forwarded data.

• 📩 Reply emails → Update existing records (e.g., add comments to an Incident).

💡 Pro Tip: Email parsing relies on conditions + script logic in the Inbound Action.

Q2: What kind of basic administration work have you done?

👉 Answer (Sample):

• Adding users and managing groups.

• Assigning roles to users and groups.

• Performing day-to-day configurations (forms, lists, and notifications).

📌 Interview Hint: Show familiarity with User/Group/Role management — a fundamental admin task.

Q3: How many instances does your current project have?

👉 Answer:
Typically 3️⃣ instances:

1. 🛠️ Development (Dev) → For building and testing configurations.

2. 🧪 Test (QA/UAT) → For user testing and validations.

3. 🚀 Production (Prod) → Live instance used by end-users.

💡 Pro Tip: Some companies also use Sub-Prod/Sandbox for training or POCs.

Q4: How do you migrate customizations and code between instances?

👉 Answer:
Using Update Sets.

• Capture changes in an Update Set in the source instance.

• Move the Update Set to the target instance.

• Review and commit it to apply changes.

Q5: What is an Update Set?

👉 Answer:
An Update Set is a container 🗂️ used to capture and migrate customizations between instances.

📌 Process:

1. Create a Local Update Set.

2. Do the changes → they get recorded in the Update Set.

3. Mark it as Complete when finished.

4. Move it to another instance (e.g., Dev → Test).

📌 Example:
Instead of manually redoing a form configuration in Test, capture it in an Update Set in Dev and move it over.

💡 Pro Tip: Data (like actual records) is not captured in Update Sets — only configurations.

Q6: How do you migrate Update Sets?

👉 Answer:

1. In the Target instance, create an Update Source.

2. Provide the credentials of the Source instance.

3. Pull all Completed Update Sets.

4. Review and Commit them in the Target instance.

⚠️ Best Practice: Always preview Update Sets before committing to check for conflicts or missing dependencies.