question: 1
What is the primary purpose of Performance Analytics (PA) in ServiceNow?
A. To generate real-time alerts for incidents
B. To create and run ad-hoc reports
C. To track and analyze trends over time for KPIs
D. To manage user access to ITSM modules
correct answer: C
explanation: 📈 PA is used to track and visualize key performance indicators (KPIs) over time, enabling data-driven decisions through trend analysis—not just static reporting.

question: 2
Which of the following is required to segment data in Performance Analytics dashboards?
A. Collection Jobs
B. Formula Indicators
C. Breakdown Sources
D. Widgets
correct answer: C
explanation: 🧩 Breakdown Sources are used to divide indicators by specific dimensions (e.g., assignment group, priority), allowing for segmented visualizations.

question: 3
What role must a user have to create and configure Indicators in PA?
A. pa_viewer
B. admin
C. pa_admin
D. dashboard_admin
correct answer: C
explanation: 🔐 The pa_admin role is required to configure indicators, breakdowns, and manage PA elements.

question: 4
What is the function of a data collection job in PA?
A. To display dashboards
B. To manually input KPI values
C. To schedule and run indicator calculations
D. To back up dashboard configurations
correct answer: C
explanation: ⏰ Data collection jobs automatically calculate and store indicator scores based on historical data.

question: 5
Which visualization would be best for showing trends over time?
A. Pivot Table
B. Scorecard
C. Bar Chart
D. Time Series
correct answer: D
explanation: 📊 Time Series charts are ideal for visualizing trends across daily, weekly, or monthly intervals.

question: 6
How are formula indicators used in Performance Analytics?
A. To import external data into PA
B. To calculate KPI scores directly from the CMDB
C. To derive indicator values based on mathematical operations from other indicators
D. To modify access control on dashboards
correct answer: C
explanation: ➕ Formula indicators allow you to create KPIs using math (e.g., ratio of incidents closed vs. opened).

question: 7
Which of the following is a best practice when building dashboards in PA?
A. Use as many widgets as possible on one page
B. Avoid using breakdowns for clarity
C. Group similar metrics into logical sections
D. Use real-time reports only
correct answer: C
explanation: 📐 Grouping similar KPIs improves readability and helps users focus on related metrics.

question: 8
What happens if a user without the pa_viewer role accesses a Performance Analytics dashboard?
A. The dashboard automatically loads
B. They see an access denied message
C. The dashboard appears but is read-only
D. They can edit but not create widgets
correct answer: B
explanation: 🚫 Only users with the pa_viewer role (or higher) can access PA dashboards and widgets.

question: 9
Which tool allows administrators to review historical performance of KPIs?
A. Indicator Source
B. CMDB Explorer
C. Analytics Hub
D. Flow Designer
correct answer: C
explanation: 🧮 Analytics Hub is used to analyze KPI trends, compare breakdowns, and drill into historical performance.

question: 10
What is the relationship between Indicator Sources and Indicators?
A. Indicators run on indicator sources to retrieve data
B. Indicator sources are optional for indicator creation
C. Indicator sources display the widgets on dashboards
D. Indicators are used to update indicator sources
correct answer: A
explanation: 🔄 Indicators rely on indicator sources to define the table, filter, and field from which the KPI values are derived.

question: 11
Which of the following can be used to view a single KPI across different breakdown values over time?
A. Scorecard
B. Breakdown Widget
C. Time Series Widget
D. Workbench
correct answer: B
explanation: 🔍 A Breakdown Widget displays the selected indicator across multiple breakdown values (e.g., by assignment group) in one visual.

question: 12
What defines how often data is collected for a particular indicator?
A. Formula Type
B. Collection Interval
C. Breakdown Source
D. Widget Configuration
correct answer: B
explanation: ⏱️ The Collection Interval (daily, weekly, monthly) determines how often the indicator gathers data points.

question: 13
Which component is essential for calculating a formula indicator?
A. CMDB relationship
B. One or more base indicators
C. Scorecard widget
D. Breakdown mapping
correct answer: B
explanation: ➗ Formula indicators are built using other base indicators and mathematical formulas to derive custom KPIs.

question: 14
How can you filter a dashboard to show only results for a specific assignment group?
A. Use a custom UI policy
B. Add a breakdown filter to the dashboard
C. Apply a workflow rule
D. Change the source table
correct answer: B
explanation: 🧲 Breakdown filters allow you to dynamically segment dashboard data by groups like priority or assignment group.

question: 15
Which tool provides historical insights with trend lines, comparisons, and detailed score analysis?
A. Reports module
B. Scorecard
C. Dashboard Editor
D. Analytics Hub
correct answer: D
explanation: 🧠 The Analytics Hub is your go-to tool for trend analysis and deep dives into indicator performance over time.

question: 16
In PA, what is a snapshot?
A. A screenshot of the dashboard
B. A data visualization template
C. A data point collected at a specific time
D. A saved scorecard configuration
correct answer: C
explanation: 📸 A snapshot is the actual value captured during a data collection job at a given time for an indicator.

question: 17
You want to create a widget showing incidents by priority in a bar chart. Which must be used?
A. Time Series Widget
B. Breakdown Source
C. Formula Indicator
D. Widget Instance
correct answer: B
explanation: 🏷️ A Breakdown Source is needed to create the segmentation by “priority” for visualization in the widget.

question: 18
Which dashboard type supports multi-tabbed navigation and user-friendly KPI monitoring?
A. Legacy dashboards
B. Classic dashboards
C. Performance Analytics Dashboards
D. Next Experience Dashboards
correct answer: D
explanation: 🧭 Next Experience Dashboards offer modern UI with tabs and flexible layout options for a better monitoring experience.

question: 19
You need to compare actual performance against targets. Which feature helps with this?
A. Indicator Source
B. Breakdown Mapping
C. Target Setting
D. Collection Job
correct answer: C
explanation: 🎯 Targets are set on indicators to help visualize and compare actual values versus expected performance.

question: 20
What must you do after creating a new indicator to start collecting scores?
A. Reboot the system
B. Add the indicator to a dashboard
C. Set up and run a collection job
D. Link to CMDB records
correct answer: C
explanation: 🛠️ After an indicator is created, you must run or schedule a collection job to begin capturing data.

question: 21
Which widget type is best suited to visualize multiple indicators over time on the same chart?
A. Scorecard
B. Breakdown
C. Time Series – Multi-line
D. Formula Indicator
correct answer: C
explanation: 📉 The Time Series – Multi-line widget allows comparison of multiple indicators (or breakdowns) across time on a single graph.

question: 22
Which feature lets you group indicator data into categories like region, priority, or assignment group?
A. Indicator Source
B. Breakdown
C. Collection Job
D. Scorecard
correct answer: B
explanation: 🧩 A Breakdown is used to group and categorize indicator scores for better segmentation and insight.

question: 23
To visualize SLA compliance trends across multiple months, which chart type should you use?
A. Pivot Table
B. Time Series
C. List
D. Breakdown
correct answer: B
explanation: 📊 Time Series charts show historical performance, which is ideal for tracking SLA trends over time.

question: 24
Which PA role allows users to view dashboards and widgets but not modify them?
A. pa_admin
B. pa_editor
C. pa_viewer
D. admin
correct answer: C
explanation: 👀 pa_viewer allows users to consume PA content without the ability to create/edit indicators or dashboards.

question: 25
Which of the following allows filtering PA dashboards based on breakdown values?
A. Analytics Hub
B. Breakdown Filters
C. Formula Indicator
D. Scorecard
correct answer: B
explanation: 🧮 Breakdown Filters dynamically change the dashboard data to reflect a selected dimension like location or priority.

question: 26
What is the best way to reuse logic for multiple indicators that have the same filtering conditions?
A. Use the same breakdown
B. Copy widgets
C. Create a shared indicator source
D. Duplicate dashboards
correct answer: C
explanation: ♻️ A shared indicator source lets you apply the same filtering logic to many indicators, making them easier to manage.

question: 27
Which component defines what data an indicator will collect and from where?
A. Widget
B. Breakdown
C. Indicator Source
D. Dashboard
correct answer: C
explanation: 📋 The Indicator Source defines the table, conditions, and field that an indicator pulls data from.

question: 28
How does Performance Analytics improve over standard reporting in ServiceNow?
A. It loads faster
B. It tracks data changes over time and allows trend analysis
C. It runs on a different database
D. It exports data to Excel
correct answer: B
explanation: 📈 Unlike reports, PA tracks changes over time and supports advanced analytics like forecasting and goal tracking.

question: 29
Which of the following allows you to build custom math-based KPIs using other indicators?
A. Time Series Widget
B. Formula Indicator
C. Scorecard
D. Collection Job
correct answer: B
explanation: ➕ Formula Indicators combine other indicators using math (e.g., percentages, ratios) to create custom KPIs.

question: 30
What’s the best way to drill into the data behind a single KPI for detailed analysis?
A. Scorecard
B. Dashboard
C. Analytics Hub
D. Widget Editor
correct answer: C
explanation: 🔍 The Analytics Hub lets users explore historical data, apply filters, and view scores for deeper analysis of any KPI.

question: 31
Which module provides an interface to explore indicator trends, compare breakdowns, and access score details?
A. Widget Editor
B. Analytics Hub
C. Dashboard Designer
D. Scorecard
correct answer: B
explanation: 🔎 Analytics Hub is designed for deep-dive analysis—viewing indicator history, breakdown comparisons, and trends.

question: 32
What determines the data collection frequency for an indicator?
A. Dashboard settings
B. Scorecard widget
C. Collection interval on indicator
D. Breakdown source
correct answer: C
explanation: 🕒 The collection interval (daily, weekly, etc.) set on the indicator controls how often the system gathers data.

question: 33
How are Breakdown Mappings used in PA?
A. To connect breakdowns to dashboards
B. To apply formula indicators
C. To link breakdowns with indicator sources
D. To manage user access to KPIs
correct answer: C
explanation: 🔗 Breakdown Mappings connect an indicator source to its breakdown source, enabling segmented analysis.

question: 34
Which role is NOT required to configure dashboards but is needed to view them?
A. pa_viewer
B. pa_admin
C. pa_editor
D. admin
correct answer: A
explanation: 👁️ pa_viewer is a view-only role; no editing or configuration permissions are granted.

question: 35
You need to create an indicator that calculates the percentage of high-priority incidents closed within SLA. Which type should you use?
A. Breakdown
B. Formula Indicator
C. Manual Indicator
D. Widget Source
correct answer: B
explanation: ➗ This scenario requires a Formula Indicator, combining two base indicators with a division operation.