🚀 ServiceNow Interview Questions Grind
Q1: Could you please tell me the areas we can search for Knowledge Articles?
👉 Answer:
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📚 Self-Service module → Main entry point for end users.
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🔍 Any field with the Knowledge icon (e.g., Short Description field in Incident form).
💡 Pro Tip: Knowledge is tightly integrated with ITSM processes — so users can access articles while raising Incidents.
Q2: What are the classes in CMDB?
👉 Answer:
Classes in CMDB are tables dedicated to storing a specific type of device or configuration item (CI).
📌 Examples:
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🖥️ Servers
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💻 Computers
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🗄️ Databases
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🔗 Database Instances
Q3: What is a Table Extension?
👉 Answer:
A Table Extension means creating a new table that inherits fields from an existing table.
📌 Benefit:
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All fields of the parent table become part of the child table.
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Makes customization easier while maintaining consistency.
Q4: Could you name some extended tables?
👉 Answer:
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Incident, Problem, Change → Extended from Task table.
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CMDB Classes → Extended from cmdb_ci table.
💡 Interview Hint: Remember: Task and CMDB_CI are two of the most extended parent tables.
Q5: How does ServiceNow charge for licenses?
👉 Answer:
Licensing is based on roles assigned to users 👥.
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Example: ITIL, Admin, HR, etc.
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The more powerful the role, the higher the license cost.
Q6: Do you have any idea on Content Management System (CMS)?
👉 Answer:
Yes ✅. CMS is ServiceNow’s legacy module for creating custom sites/portals before Service Portal was introduced.
Q7: What have you done in CMS?
👉 Answer (Sample):
“I have created a new site that redirects ESS (End-User Self-Service) users to the portal page upon login. I also created pages using blocks such as iframes and dynamic content blocks.”
Q8: How can you redirect users to a portal page when they login (using CMS)?
👉 Answer:
Use Login Rules in Content Management System (CMS) to redirect users to a specific portal page after login.
💡 Pro Tip: In modern ServiceNow, this is handled by Service Portal + Login rules/UI pages.