Which type of scripts run in the browser?
Policies and Client Scripts
Access Contral Scripts
script Include Scripts
Business Rule Scripts
Scripts that run in thebrowser (client-side)help controlUI behavior, form validation, and field interactionsin real-time without needing a server request.
Types of Client-Side Scripts in ServiceNow:Client Scripts
Run directly in the user's browser.
Used for form validation, auto-populating fields, or UI interactions.
Example:
javascript
CopyEdit
functiononLoad() {
g_form.setValue('priority','2');
}
UI Policies
Controlfield visibility, mandatory status, and read-only statedynamically.
Example: Ifcategory = Hardware, makeSerial Number field mandatory.
B. Access Control Scripts →Incorrect
Access Control Lists (ACLs)runserver-side, not in the browser.
C. Script Includes →Incorrect
Script Includesrunserver-sideand are used for reusable functions and API logic.
D. Business Rules →Incorrect
Business Rulesalso run on theserver, not in the browser.
Why Other Options Are Incorrect?
Client Scripts Overview
UI Policies in ServiceNow
Official ServiceNow Documentation Reference:
A Service Catalog project will involve building 80 catalog items. For each of the catalog items, the following fields will be mandatory on the forms:
* Requested for
*Requested by
* Approving manager
* Delivery instructions
All of the other variables will be specific to the individual catalog item. What features would you use when designing the catalog item form?
Create one Variable Set for the four variables; then add that variable set to each of the 80 catalog items.
Create a Record Producer that contains the four fields: then add to the record producer related list on the Catalog files.
Create a Flow Designer Action, with Variable Set Data Pill; then apply flow to all of the 80 catalog items.
Create an Order Guide, which includes all variables: then copy and hide variables as needed.
Create a Variable Set Template: then apply to all of the catalog items.
When designing Service Catalog items,Variable Setsallow you toreuse common fields across multiple catalog items.
Instead ofcreating the same four fields(Requested for, Requested by, Approving manager, Delivery instructions)80 times,
You candefine them once in a Variable Setand apply it to all catalog items.
Best Approach (Correct Answer: A)Advantages of Using a Variable Set:Reusability– The same Variable Set can be added to multiple catalog items.
Consistency– Ensures the four mandatory fields are always included.
Easier Maintenance– Changes to these fields only need to be made inone place.
B. Create a Record Producer that contains the four fields →Incorrect
ARecord Produceris used to create records in a specific table (e.g., Incident, Request, Change).
It isnot designed for defining reusable fieldsacross multiple catalog items.
C. Create a Flow Designer Action with Variable Set Data Pill →Incorrect
Flow Designeris for process automation, not fordefining form variables.
It does not allow you to create reusable fields for catalog item forms.
D. Create an Order Guide and hide variables as needed →Incorrect
Order Guidesare used for ordering multiple catalog items together.
They do not provide a structured way to manage common fields across different catalog items.
E. Create a Variable Set Template →Incorrect
There is no concept of a"Variable Set Template"in ServiceNow.
Variable Setsthemselves act as templates.
Why Other Options Are Incorrect?
Using Variable Sets in Service Catalog
Building Service Catalog Forms
Official ServiceNow Documentation Reference:
What ServiceNow feature allows you to include data from a secondary related table on a report?
SQL
Dot Walking
Outer Join
Joins
Dot Walkingis a ServiceNow feature that allows you to access and includedata from related tableswhen creating reports, conditions, scripts, and business rules.
When working with records, each table has fields that may reference another table (e.g., anIncidentrecord has an"Opened by"field that references theUsertable).
Dot Walkingallows you to traverse these relationships by using adot (.) notationto pull in data from related tables.
Example: If you want toinclude the email address of the user who created an incident, you can reference it as:
How Dot Walking Works:CopyEdit
incident.opened_by.email
This is useful forreportingwhen you need to include data from multiple related tables without needing custom joins.
A. SQL→ Incorrect. ServiceNow does not use direct SQL queries for reports. It relies on GlideRecord and Dot Walking instead.
C. Outer Join→ Incorrect. ServiceNow does not provide traditional SQL joins for reports. Instead, it usesDot Walking and Database Views.
D. Joins→ Incorrect. While Database Views allow for joins,Dot Walking is the primary method used to include related table data in reports.
What functiondo you use to addbuttons, links, and context menu items on forms and lists?
UI Policies
UI Settings
UI Actions
UI Config
In ServiceNow,UI Actionsare used toadd buttons, links, and context menu itemson forms and lists to enhance user interaction.
UI Actions provide interactive elementssuch asbuttons, links, and context menu optionson forms and lists.
UI Actions allow execution ofserver-side and client-side scripts, includingGlideAjax and GlideRecordcalls.
They can be configured to execute underspecific conditions, such asuser roles, field values, or record states.
Examples of UI Actions include:
Submit, Update, and Deletebuttons on forms.
Custom action buttonssuch as "Escalate Incident" or "Resolve Task".
List context menu itemssuch as "Approve" or "Reject" for workflow items.
A. UI Policies:Used fordynamically showing, hiding, or making fields mandatory, butnot for adding buttons or links.
B. UI Settings:No such module in ServiceNow.
D. UI Config:Not a valid option; UI Actions, not "UI Config," control buttons and menus.
UI Actions Overview:ServiceNow Docs
Configuring UI Actions for Forms and Lists
Why is the Correct Answer "UI Actions"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:By usingUI Actions, developers canenhance the user experienceby providing interactivebuttons and menu optionsin ServiceNow.
Which one of the following describes the primary operations performed against tables in the Service Now platform?
Create, Rate, Update, Delete
Create, Read, Upload, Delete
Create, Read, Write, Delete
Capture, Rate, Write, Develop
The primary operations performed on tables inServiceNowfollow theCRUDmodel:
Create (C)– Adding a new record to a table.
Read (R)– Viewing or retrieving a record from a table.
Write (W)– Editing or updating an existing record.
Delete (D)– Removing a record from a table.
These operations are fundamental todatabase managementand align with ServiceNow’sAccess Control Rules (ACLs), which enforce security permissions for each operation.
A. Create, Rate, Update, DeleteIncorrect– "Rate" is not a standard database operation.
B. Create, Read, Upload, DeleteIncorrect– "Upload" is not a standard database operation.
D. Capture, Rate, Write, DevelopIncorrect– None of these terms (except "Write") relate to database operations.
Incorrect Answer Choices Analysis:
ServiceNow Docs – CRUD Operations in Tables????Tables and CRUD Operations
ServiceNow Docs – Access Control Rules????ServiceNow ACLs for CRUD
Official ServiceNow Documentation References:
You have an existing customer, who is using workflows for their catalog items. Their existing purchasing policy is to require approval for any request that totals over 31000. However, management wants to change the approval threshold to 31500. Which
workflow would you update to make this change?
Services Approval Processing
6 Services Catalog Item Request
Service Catalog Request
Purchasing Process Flow
InServiceNow Service Catalog, approvals forcatalog item requestsare handled through workflows. Since the approval policy is based on thetotal cost of a request, it is managed within theService Catalog Request workflow.
C. Service Catalog Request
This workflowhandles approvals for catalog item requests, includingpurchase approvals.
Since the policy change involvesadjusting an approval threshold, this workflow needs to be updated.
The approval logic is likely configured in aconditional activity (if total cost > $3,100, require approval), which must be modified to$3,150.
A. Services Approval Processing
Not a standard ServiceNow workflowfor managing purchase approvals.
Service approvals are typically handled within theService Catalog Requestworkflow.
B. 6 Services Catalog Item Request
Likely acustom workflow, but not adefault ServiceNow workflowfor purchase approvals.
D. Purchasing Process Flow
There isno default "Purchasing Process Flow"in ServiceNow.
Theapproval workflow for purchasesis managed withinService Catalog Request workflows.
A manager wants to view a snapshot of month-end Sales performance data, as compared to Sales targets. In addition, the manager wants to be able to see those monthly numbers trended over time, and
forecasted into the future. What capability do you suggest for this manager?
Scheduled Reports, a custom snapshot table, and a Trend report
Scheduled Reports and Excel
Scheduled Reports, a custom snapshot table, and a Projection report
Performance Analytics
Key Performance Indicators
Performance Analytics (PA) is the best solution for the manager's requirements because it provides:
Snapshot of Sales Performance Data– PA allows the creation of historical and real-time dashboards to track sales performance against targets.
Trend Analysis Over Time– With PA, historical data is captured and can be visualized in trend reports, showing patterns over time.
Forecasting Capabilities– PA includes predictive intelligence that can project future trends based on past performance, helping managers make data-driven decisions.
A. Scheduled Reports, a custom snapshot table, and a Trend report– While reports and snapshots provide historical data, they do not offer forecasting capabilities.
B. Scheduled Reports and Excel– Excel is static and does not provide built-in forecasting or trend analysis.
C. Scheduled Reports, a custom snapshot table, and a Projection report– This approach is manual and lacks the dynamic analytics that PA provides.
E. Key Performance Indicators (KPIs)– KPIs track metrics but do not inherently provide trend analysis or forecasting.
What table acts as a staging area for records imported from a data source?
Transform Table
Staging Table
Import Set Row Table
Temp Table
In ServiceNow, when importing data from an external source (e.g., CSV, Excel, or an external database), the records first go into astaging areabefore being transformed and inserted into their final destination table.
TheImport Set Row Table(sys_import_set_row) is where records are temporarily stored during an import.
This table holds raw data from theImport Set Table (sys_import_set), allowing transformation and validation before writing to the target table.
Load Data→ Records are loaded into theImport Set Row Table (sys_import_set_row).
Transform Data→ ATransform Mapprocesses and moves data to the target table.
Clean Up→ Processed records are removed from thestaging tableafter transformation.
A. Transform Table →Incorrect
No such table called"Transform Table"exists in ServiceNow.
Transformation happens viaTransform Maps, not a separate table.
B. Staging Table →Incorrect
The term"staging table"is a general concept but not an actual table name in ServiceNow.
D. Temp Table →Incorrect
ServiceNow does not use a"Temp Table"for imports.
Temporary data is held insys_import_set_row, not a table named "Temp Table."
Import Sets Overview
Understanding Import Set Row Table
The Correct Table: Import Set Row TableImport Process Flow:Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:
Tables may be set up with Many to Many relationships. What is a classic example of a scenario where the tables would have many to many relationships?
Requests can contain many items; and Items can be any item from the catalog.
Vendors can sell multiple products; and products can be sold by multiple vendors.
A Task can trigger many Workflows; and a Workflow can trigger many Tasks
A Configuration Item can belong to multiple Classes; and Classes can contain multiple Configuration Items.
InServiceNow, aMany-to-Many (M2M) relationshipexists whenrecords in one tablecan be associated withmultiple records in another table, and vice versa.
A classic example of anM2M relationshipis:
✔Vendors can sell multiple products
✔Products can be sold by multiple vendors
Vendors oftensell multiple productsacross different categories.
A single product can beavailable from multiple vendors.
This requires anintermediary (join) tableto track the many-to-many relationship.
A. Requests & Items
Incorrectbecause eachRequest (REQ#)can havemultiple requested items (RITM#), but anitem does not belong to multiple requests. This is aone-to-many (1:M) relationship.
C. Tasks & Workflows
Incorrectbecause workflows are associatedat an individual task level, and while multiple workflows may be involved, they do not create a trueM2M relationship.
D. Configuration Items & Classes
Incorrectbecause a Configuration Item (CI)belongs to only one class, making this aone-to-many relationship, not M2M.
An IT user calls the service desk because they need to work on task records. All they can see is Self Service on their homepage when they login to the
ServiceNow instance. What issue could explain this?
Choose 2 answers
Their user account failed LDAP authentication
Their user account is not logged in properly
Their user account was not approved by their manager
Their user account does not have itil role
Their user account does not belong to any groups, which contain the itil role
In ServiceNow,rolesdetermine what users can see and do within the platform.
The IT useronly sees the Self-Service homepageinstead of the full ServiceNow interface, including task records.
This suggests that their accountdoes not have the necessary role(s) to access task records.
Issue:Why the Correct Answers?D. Their user account does not have the itil role
Theitil roleis required to work with ITSM task records (e.g., Incidents, Problems, Changes).
Without this role, usersonly have access to the Self-Service portal.
E. Their user account does not belong to any groups, which contain the itil role
Even if a user is not directly assigned theitil role, they can inherit itthrough a group membership.
If theiruser account is not part of an ITSM-related groupthat has theitil role, they will not be able to access tasks.
A. Their user account failed LDAP authentication →Incorrect
If LDAP authentication failed, the userwould not be able to log in at all.
In this case, theyare logged in but only see Self-Service, meaning authentication is not the issue.
B. Their user account is not logged in properly →Incorrect
If the login was incorrect, they would belogged out or receive an error message.
The issue here isa lack of permissions, not a login failure.
C. Their user account was not approved by their manager →Incorrect
Manager approval is not required for standard ITSM roles and access.
Why Other Options Are Incorrect?
User Roles in ServiceNow
Assigning Roles and Group Memberships
Official ServiceNow Documentation Reference:
What module enables an administrator to define destinations for imported data on any ServiceNow table?
Field Transform
Transform Map
Schema Map
Import Map
ATransform Mapin ServiceNow is used to define howimported datafrom external sources (such as CSV files, Excel sheets, or third-party integrations) is mapped into thetarget tablewithin the platform.
They allowadministratorsto definefield mappingsbetween theimport set tableand thetarget table.
Can includefield transformations, such as converting data formats or merging values.
Supportscriptedtransformations usingonBefore and onAfter scripts.
A. Field Transform– No such module exists in ServiceNow. Transform Maps handle field transformations.
C. Schema Map– The Schema Mapvisualizestable relationships but doesnothandle data imports.
D. Import Map– This isnot a valid ServiceNow module. The correct term isTransform Map.
ServiceNow Transform Maps Documentation
ServiceNow CSA Training Module:"Importing Data and Transform Maps"
Key Features of Transform Maps:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
Which testing framework is used to test ServerNew Applications?
Selenium
Test Driven Framework (TDF)
Junit
Automated test Framework (ATF)
TheAutomated Test Framework (ATF)is thebuilt-in testing frameworkin ServiceNow used totest applications, including Server-side scripts and logic.
Enablesautomated testing of ServiceNow applicationswithout manual effort.
Can testserver-sidescripts (e.g., Business Rules, Script Includes, and Workflows).
SupportsUI testingfor forms, lists, and portals.
Reduces testing time and enhancesrelease reliability.
ServiceNow is alow-code/no-codeplatform, so ATF provides aplatform-specifictesting tool.
ATF allowstest creation without coding, making it easy for administrators and developers to use.
Integrates with Continuous Integration (CI/CD) pipelinesto ensuresmooth updates.
Key Features of ATF:Why ATF is Used for Testing ServiceNow Applications?
A. Selenium →Incorrect
Seleniumis used forweb UI automation, but it isnot built into ServiceNow.
ATF is thepreferredtesting framework for ServiceNow applications.
B. Test Driven Framework (TDF) →Incorrect
No such frameworkcalled "Test Driven Framework" in ServiceNow.
TDD (Test-Driven Development)is asoftware development methodology, not a testing tool.
C. JUnit →Incorrect
JUnit is a Java-based testing frameworkused for Java applications.
ServiceNow scripts useJavaScript, not Java.
Why Other Options Are Incorrect?
Automated Test Framework (ATF)
Official ServiceNow Documentation Reference:
When importing data, what happens to imported rows, if no coalesce field is specified?
All rows are rejected from the import, as coalesce field is required.
All rows are treated as new records. No existing records are updated.
Duplicate rows are rejected from the import.
All rows are treated as new records, but errors will be flagged in the import log.
When importing data into ServiceNow via anImport Set, the system determines whether to update existing records or create new ones based on theCoalescefield setting.
If noCoalesce Fieldis defined,ServiceNow treats every imported row as a new record.
The import process doesnotcheck for existing records, meaning no records in the target table are updated.
This can result induplicate entriesif the imported data includes records that already exist in the target table.
ACoalesce Fieldis used tomatchincoming data to existing records.
If a matching record is found, it is updated instead of inserting a new one.
If no matching record is found, a new record is created.
Behavior When No Coalesce Field is Specified:How Coalescing Works:Incorrect Answers Explanation:A.All rows are rejected from the import, as coalesce field is required
This is incorrect because the import does not require a coalesce field to proceed. The system will still import all rows.C.Duplicate rows are rejected from the import
Without a coalesce field, duplicates arenotrejected. Instead, every row is inserted as a new record, even if it already exists in the target table.D.All rows are treated as new records, but errors will be flagged in the import log
Errors are only flagged in cases ofdata mismatches, validation failures, or incorrect mappings, not just because coalescing is missing.
ServiceNow Documentation→ "Importing Data - Coalescing Best Practices"
ServiceNow Import Set Documentation→ "Understanding Import Set Behavior Without Coalescing"
References from Certified System Administrator (CSA) Documentation:
Here is an example of the criteria set for a knowledge base:
* Companies: ACME North America
* Department: HR
* Groups: ACME Manager
* Match All: Yes
In this example, what users would have access to this knowledge base?
Members of the ACME manager group, who are also members of HR Department and part of the ACME North America
Employees of ACME North America, who are members of HR Department or the ACME Manager group
Users which are members of either ACME North America, or HR Department, or ACME Manager Group
Member of the ACME Manager group, and HR department, regardless of geography
InServiceNow Knowledge Management,User Criteriais used to control access toknowledge bases (KBs)andarticlesbased on user attributes such ascompany, department, group, and roles.
Understanding the Given Criteria:Criteria
Value
Companies
ACME North America
Department
HR
Groups
ACME Manager
Match All
Yes
TheMatch All: Yessetting means thatonly users who meet ALL the specified criteriawill have access.
Who Gets Access?Users must be:
Amember of the ACME Manager group
Part of the HR department
An employee of ACME North America
B. Employees of ACME North America, who are members of HR Department or the ACME Manager group →Incorrect
The"OR" conditionis incorrect becauseMatch All: Yesrequires users to meetALL conditions.
C. Users which are members of either ACME North America, or HR Department, or ACME Manager Group →Incorrect
Again,Match All: Yesmeans usersmust meet all criteria, not just one.
D. Member of the ACME Manager group, and HR department, regardless of geography →Incorrect
Company (ACME North America) is part of the criteria, so itcannot be ignored.
Why Other Options Are Incorrect?
User Criteria for Knowledge Bases
Managing Knowledge Base Access
Official ServiceNow Documentation Reference:
Which action can be selected to apply pre-defined or custom conditions to filter and generate specified data in the Visualization Designer?
Preview
Try It
Execute
Run
InVisualization Designer, used in thePerformance Analytics and Reportingspace of ServiceNow, the"Preview"button is used to execute the current visualization setup and show how the filters and conditions apply to your data. This allows the report builder to validate the design without finalizing or publishing it.
Try: Not an available action in Visualization Designer.
Execute: More related to scripting or automation contexts.
Run: Used in reports or scripts but not the specific action in Visualization Designer.
What options can you see, when you fight click on a Cl, from the Cl dependency view map?
Choose 3 answers
View Affected Cis
View Related Tasks
View Recent Outages
View Cases
View Knowledge
TheCI Dependency View Mapin ServiceNow is a graphical representation of therelationshipsanddependenciesbetween Configuration Items (CIs) within theConfiguration Management Database (CMDB). Right-clicking on a CI in the Dependency View provides additional options for analyzing its impact and history.
A. View Affected CIs
Shows all CIsimpactedby the selected CI.
Example: If adatabase servergoes down, this option lists all applications and services affected.
B. View Related Tasks
Displays tasks (e.g.,Incidents, Changes, Problems) associated with the selected CI.
Example: Viewing allopen Incidentsrelated to aserver CI.
C. View Recent Outages
Showsrecently reported outageslinked to the selected CI.
Useful for analyzing recurring issues or identifying historical failures.
D. View Cases
Casesare used inCustomer Service Management (CSM), not in CMDB CI dependency maps.
E. View Knowledge
WhileKnowledge Articlesmay reference a CI, this is not an option in theCI Dependency View Map.
If users would like to locate and assign a task to themselves in the Platform, What action could they perform from the list view to make the assignment?
Choose 2 answers
Select the record using the check box, then select the Person icon
Double click on the Assigned to value, type the name of the user, and select the green check
Select the record using the check box then select the Assign To Me UI action on the List Header
Right click on the Task number and select the Assign to me option in the menu
Select the Task number, and select the Assign to me UI action on the form
In ServiceNow, users canself-assigntasks directly from theList Viewwithout opening the record. This improves efficiency by allowing users toquickly take ownershipof unassigned tasks.
C. Select the record using the check box then select the Assign To Me UI action on the List Header
Users can selectone or multiple recordsusing thecheckboxand then click the"Assign to Me"action in the list header.
This is useful forbulk assignmentwhen multiple tasks need to be assigned at once.
D. Right-click on the Task number and select the Assign to me option in the menu
Right-clickingon theTask Numberopens acontext menuwith the"Assign to me"option.
This is a quick way to take ownership of a taskwithout opening the record.
A. Select the record using the check box, then select the Person icon
There isno "Person icon"in theList Viewfor task assignment.
B. Double-click on the Assigned to value, type the name of the user, and select the green check
Inline editing (double-clicking)on the Assigned to field only worksif the field is editable, but it’s not the preferred way to self-assign a task.
E. Select the Task number, and select the Assign to me UI action on the form
This requiresopening the record, while the question specifically asks forlist view actions.
Security rules are defined to restrict the permission of users from viewing and interacting with data. What are these security rules called?
Role Assignment Rules
CRUD Rules
Scripted User Rules
Access Control Rules
User Authentication Rules
Access Control Rules (ACLs)in ServiceNow define security rules thatcontrol user permissionsforviewing, creating, updating, and deletingrecords in the system. These rules ensure that users can onlysee and interact with the data they are authorized to access.
D. Access Control Rules
ACLsdefine security restrictionsat thefield, table, and record level.
These rules useconditions, scripts, and role-based permissionsto enforce security.
Example: A user with theitilrole may view incidents, but only users with theadminrole can delete them.
A. Role Assignment Rules
ServiceNowassigns roles to users, butroles alone do not define security rules.
ACLs controlwhat users can do, whilerolesonly grant potential access.
B. CRUD Rules
CRUD (Create, Read, Update, Delete)definespermission types, butnot security rules.
ACLs enforce CRUD operations based on roles and conditions.
C. Scripted User Rules
No such term as"Scripted User Rules"in ServiceNow security.
Possibly confused withScripted ACLs, which are part of Access Control Rules.
E. User Authentication Rules
Authentication rules controluser login mechanisms(LDAP, SSO, OAuth) but donot define access to data.
ACLs managedata security, while authentication ensuresusers are who they claim to be.
As administrator, what must you do to access feature of High Security Settings?
Select Elevate Roles
Add security_admin role to your user account
Impersonate Security Admin
Use System Administrator < Elevate Roles module
In ServiceNow,High Security Settingsrequireelevating privilegesto make changes. Administrators need toelevate to the security_admin roleto access and modify sensitive settings.
A. Select Elevate Roles
Admins must go toUser Menu (top-right corner) > Elevate Roles.
Selectsecurity_admin, then clickOKto temporarily gainelevated privileges.
This allows access toHigh Security Settings, including ACLs and security configurations.
B. Add security_admin role to your user account
Only anexisting admin with security_admincan grant this role.
Even if a user hassecurity_admin, they still need toelevateto access high-security settings.
C. Impersonate Security Admin
Impersonation does not work for security_admin.
Users mustelevatetheir own privileges instead.
D. Use System Administrator < Elevate Roles module
There isno module named "Elevate Roles"under System Administrator.
Elevation is done via theUser Menu (top-right corner of ServiceNow UI).
What are benefits of assigning work tasks to a group, rather than to an individual? (Choose four.)
Group members can choose their tasks from My Groups Work
Groups can assign tasks to users based on on-call schedules
Site support members can pick tasks, based on Location
Groups can assign tasks to users based on skills
Group members can avoid tasks, which are nearing SLA breach
Groups can assign tasks to users based on availability
Assigning work tasks to aGroupinstead of anindividualoffers flexibility, better workload management, and ensures tasks are handled efficiently.
Group members can choose their tasks from "My Groups Work"
The"My Groups Work"module in ServiceNow allows group members to see all unassigned tasks for their group and take ownership of available tasks.
This is particularly useful when multiple team members share responsibility for completing tasks.
Groups can assign tasks to users based on on-call schedules
ServiceNow’sOn-Call Schedulingfeature allows automatic assignment of tasks to available members based on a predefined schedule.
This ensures that work is distributed fairly among team members who are on shift.
Site support members can pick tasks, based on Location
Tasks can be assigned dynamically based on thelocation of the request.
This is particularly useful for IT support teams, field service teams, and facilities management teams, where physical presence is required to complete a task.
Groups can assign tasks to users based on skills
UsingSkill-Based Routing, ServiceNow can match tasks to users who have the right skills for the job.
For example, if a request requires expertise in "Windows Server Management," the system will assign it to a group member with that skill.
E. Group members can avoid tasks that are nearing SLA breach
This is incorrect because ServiceNowprioritizes SLA breachesand usually escalates such tasks rather than allowing users to avoid them.
F. Groups can assign tasks to users based on availability
WhileOn-Call Schedulingcan assign tasks based on availability, ServiceNow doesnotautomatically assign tasks dynamically based on real-time availability. Availability tracking isnota standard assignment mechanism in ServiceNow unless customized.
ServiceNow Product Documentation→ "Assigning Tasks to Groups"
ServiceNow Product Documentation→ "On-Call Scheduling"
ServiceNow Product Documentation→ "Skill-Based Routing"
Benefits of Assigning Tasks to a Group:Incorrect Answers Explanation:References from Certified System Administrator (CSA) Documentation:
What does Natural Language Query allow you to do on a list?
Automatically select a filter, based on keywords
Filter list by typing in a phrase
Predict the filter desired by the user
Speak to the condition builder
Set list filter, using audible commands
Natural Language Query (NLQ)in ServiceNow allows users tofilter a list by typing a natural language phrase, making it easier to search and retrieve data without manually building filters.
For example, users can type:
➡️"Show me all open incidents assigned to John Doe"
➡️"Incidents created this week"
The platforminterprets the phraseand automaticallyapplies the correct filterto the list.
A. Automatically select a filter, based on keywords–NLQ does not automatically select filters based on keywords; instead, itprocesses full phrasesinto a filter.
C. Predict the filter desired by the user–NLQ does not predict filters but rather converts typed queries into list filters.
D. Speak to the condition builder–NLQ does not interact with the condition builder directly; it translates text queries into filters.
E. Set list filter, using audible commands–NLQ does not supportvoicecommands, onlytypedqueries.
If users would like to locate and assign a task to themselves in the Platform, what action could they perform from the list view to make the assignment? (Choose 2 answers)
Select the record using the check box, then select the Person icon
Select the Task number, and select the Assign to me UI action on the form
Right-click on the Task number and select the Assign to me option in the menu
Double-click on the Assigned to value, type the name of the user, and select the green check
Select the record using the check box, then select the Assign To Me UI action on the List Header
Detailed Explanation:
To assign a task to themselves, users in ServiceNow can:
Option A:Use the check box to select the record, then click the Person icon to assign it.
Option B:Select the Task number and use theAssign to meUI action available on the form. These methods provide quick ways for users to take ownership of tasks directly from the list view. (Reference: ServiceNow Documentation - Task Assignment and List Actions)
A customer requests the following data quality measures be added:
1. Incident numbers should be read-only on all lists and forms, for all users.
2. Short Description field should be mandatory, on all records, across all applications, on insert.
Which type of policy would you use to meet this requirement?
Data policy
Dictionary Design Policy
Data Quality Policy
Field Criteria Policy
In ServiceNow,data policiesenforce rules to ensure data consistency and integrity across the platform. They can be applied at both theserver-sideandclient-side, even outside the standard UI (such as data imports and APIs).
Incident numbers should be read-only on all lists and forms, for all users.
Data policies can enforce field read-only rules globally.
TheIncident number (Number field) is typically auto-generatedand should not be editable by users. A data policy can ensure it remains read-only across all interfaces.
Short Description field should be mandatory, on all records, across all applications, on insert.
Data policies can make a field mandatory across the system, not just on specific forms.
UnlikeUI policies(which work only in forms), adata policy ensures this rule applies even during imports and API updates.
B. Dictionary Design Policy– No such policy exists in ServiceNow.
C. Data Quality Policy– This isnot a defined policy typein ServiceNow.
D. Field Criteria Policy– Not a recognized policy type in ServiceNow.
ServiceNow Data Policies Overview
ServiceNow CSA Training Module:"Data Policies vs. UI Policies – When to Use Each"
How Data Policies Apply to This Scenario:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
Which low components allow you to specify when a flow should be run?
Trigger and Condition Pill
Scope and Trigger Condition
Trigger and Condition
Trigger Criteria and Clock
Condition and Table
InServiceNow Flow Designer, aflowis an automated process that consists of actions, conditions, and triggers.Two key componentsdetermine when a flow should run:
Trigger
Defineswhenthe flow should execute.
Examples:
When arecord is created/updated/deleted.
When anAPI call is received.
On ascheduled basis.
Condition
Specifiesadditional criteriathat must be met for the flow to proceed.
Examples:
If thepriority is High.
If thestatus is Resolved.
Aflowis designed tosend an email notificationwhen ahigh-priority incident is assigned.
Trigger:"Incident table → When a record is updated."
Condition:"Priority = High AND State = Assigned."
A. Trigger and Condition Pill
No such term as "Condition Pill"exists in Flow Designer.
B. Scope and Trigger Condition
"Scope" defines theapplication boundary, not when a flow runs.
D. Trigger Criteria and Clock
"Clock" is not usedfor defining flow execution.
E. Condition and Table
Atable does not define when a flow runs; it only stores records.
Access Control rules are applied to a specific table, like the Incident table. What is the object name for a rule that applies to the entire Incident table (all rows and fields)?
incident .*
incident.all
incident .!
incident.None
InServiceNow Access Control Lists (ACLs), rules can be applied atdifferent levels:
Table-level– Applies to all fields and records in a table.
Field-level– Applies to specific fields within a table.
To create an ACL rule that applies toall rows and all fieldsof theIncident table, the correctobject nameis:
➡incident.*
incident.*–Grants or restricts access toall fields and recordsin theIncident table.
incident.number– Restricts access to the"Number" fieldin the Incident table.
incident.short_description– Controls access to the"Short Description" fieldonly.
B.incident.all
No such ACL naming convention exists in ServiceNow.
C.incident.!
This is not a valid ACL syntax in ServiceNow.
D.incident.None
This is not a recognized ACL format in ServiceNow.
Which term best describes something that is created, has work performed upon it, and is eventually moved to a state of closed?
Event
Report
Task
Flow
In ServiceNow, aTaskis a fundamental record type that represents work that needs to be completed. Tasks can be assigned to users or groups, tracked through various states, and eventually marked asclosedwhen the work is completed.
Event (A)refers to a system-generated log of an occurrence (e.g., an email sent or a user action), but it is not a record that moves through states like a task.
Report (B)is used for analyzing and visualizing data but does not track work progress.
Flow (D)refers toFlow Designer flows, which automate processes but are not individual work items themselves.
Tasks are widely used across ServiceNow applications, such asIncident Management, Change Management, and Service Requests, to track and manage work.
????Reference:ServiceNow Platform Fundamentals – Task Management Concepts
An administrator creates "customer_table_admin" and "customer_table_user" roles for the newly created "Customer Table". Which ACL rule would grant access to all rows and all fields to both the customer_table_admin and customer_table_user roles?
customer.all
customer .*
customer.field
customer.none
InServiceNow Access Control Rules (ACLs), if an administrator wants to grant access toall rows and all fieldsof a custom table (e.g.,customertable) to specific roles (customer_table_adminandcustomer_table_user), they should create an ACL rule using theformat:
➡️tablename.*
For theCustomer Table, the correct ACL format is:
➡️customer.*
This rule allows bothcustomer_table_adminandcustomer_table_userfull accessto all fields and records in thecustomertable.
A. customer.all
Incorrect syntax; ServiceNow does not use.allin ACL rules.
C. customer.field
This would applyonly to a specific field, not all rows and fields.
D. customer.none
No such ACL naming convention exists in ServiceNow.
Access controls are evaluated in this order:
1. Match object against table ACL
2, Match the object against field ACL
Within step 1 above, what order are the table ACLs evaluated?
Specific to general: Table.Field ACL, Parent Table.Field ACL, *.Field ACL
Bottom to top: Table ACL. Table.Field ACL, Parent Table. Field ACL
General to specific: Table ACL, Table.Field ACL, Parent Table, Field ACL
Top to bottom: Wildcard Table ACL, Parent Table ACL, Table ACL
Specific general: Table ACL, Parent Table ACL, Wildcard (*) ACL
InServiceNow,Access Control Rules (ACLs)determine whether auser can access a specific record, table, or field.
When evaluatingtable ACLs, ServiceNow follows aspecific-to-generalapproach:
First, it checks the most specific ACL (Table ACL)
Example: If the table isincident, ServiceNow first checks ACLs forincident.
Then, it checks the Parent Table ACL(if the table is inherited)
Example: Sinceincidentextendstask, it will check ACLs fortask.
Finally, it checks the Wildcard ACL (*ACL)
If no specific or parent table ACL is matched, ServiceNow checks for awildcard ACL(*.read,*.write, etc.).
Specific Table ACL(e.g.,incident.read)
Parent Table ACL(e.g.,task.read)
Wildcard ACL(e.g.,*.read)
Order of ACL Evaluation:Thisensures granular access control, giving priority tomore specific rules before applying broader permissions.
*A. Specific to general: Table.Field ACL, Parent Table.Field ACL, .Field ACLIncorrect– Field ACLs are evaluatedaftertable ACLs. This option confuses table and field evaluation.
B. Bottom to top: Table ACL, Table.Field ACL, Parent Table.Field ACLIncorrect– The correct order isTable ACL → Parent Table ACL → Wildcard ACL, not Table.Field ACL order.
C. General to specific: Table ACL, Table.Field ACL, Parent Table, Field ACLIncorrect– ServiceNow appliesspecific ACLs first, not general ones.
D. Top to bottom: Wildcard Table ACL, Parent Table ACL, Table ACLIncorrect– Wildcard ACLs are evaluatedlast, not first.
Incorrect Answer Choices Analysis:
ServiceNow Docs – Access Control Evaluation Order????Access Control Rules
ServiceNow Community – ACL Best Practices????Understanding ACL Processing
Official ServiceNow Documentation References:
An order from the Service Catalog has been placed. Two records in the Platformarecreated as a result.Which tworecords are associated with tins newly ordered item?
Choose 2 answers
A record of sc_task
A record of sc_req_llem table
A change record
An Incident record
A problem record
When an item isordered from the Service Catalog, two main records are created in ServiceNow:
sc_req_item(Requested Item - RITM)
Representseach individual itemin the order.
Tracks the approval process, fulfillment, and delivery for that specific item.
sc_task(Service Catalog Task - SCTASK)
Used toassign workto different fulfillment teams (e.g., IT, HR).
A singlesc_req_itemmay generate multiplesc_taskrecords.
A user orders aMacBook Profrom the Service Catalog.
ARequest (REQ#)is created.
ARequested Item (RITM#)is generated to track the MacBook order.
One or moreService Catalog Tasks (SCTASK#)are created for fulfillment (e.g., Procurement, Shipping).
C. A change record
Change records (chg_request) are created only if thecatalog item is linked to Change Management, which is not always the case.
D. An Incident record
Incidents (incident) are created forissues or break/fix cases, not for service requests.
E. A problem record
Problem records (problem) are used forroot cause analysis, not service catalog requests.
On the Form header, which icon do you use to access form templates?
Paperclip
Pages
Stamp
More Options {...)
InServiceNow, theStamp icon (????)in theForm Headeris used to accessForm Templates.Templatesallow users to quickly populate fields in a form withpredefined values, improving efficiency and consistency.
Open arecord form(e.g., Incident, Change, or Request form).
Click theStamp (????) iconin the form header.
Select atemplatefrom the list.
The form fields will bepre-filledwith the template’s values.
A. Paperclip
ThePaperclip iconis used toattach filesto a record, not access templates.
B. Pages
NoPages iconis used for templates in ServiceNow.
D. More Options{...}
TheMore Options menuprovides access to additionalrecord actions, but templates are accessed using theStamp icon.
What are the steps for importing data using an import set?
Select source file; Run automap; Transform data; Clean up target table
Set up LDAP; Test map: Create update set; Run import: Apply update set
Identify source; Import transform map: Run transformer; Verity import
Load the data; Create transform map; Transform data; Clean up import table
Importing data into ServiceNow involves usingImport Sets, which act astemporary staging tablesbefore transferring data to the target table. The correct sequence of steps is as follows:
Load the Data
Upload data from an external source (CSV, Excel, XML, JDBC, or API).
The data is stored in anImport Set table(temporary staging table).
Create Transform Map
ATransform Mapdefineshowdata from the Import Set should be mapped to thetarget table(e.g.,incident,cmdb_ci).
Example:Mapping "Full Name" in Import Set → "User Name" in sys_user table.
Transform Data
Executes theTransform Map, moving data from the Import Set into the target table.
Anydata conversion rules or business logic(such as field mapping, script processing) are applied.
Clean Up Import Table
After a successful import, thetemporary Import Set tablecan be deleted to free up space.
A. Select source file; Run automap; Transform data; Clean up target table
Automapis optional and does not apply in every scenario.
Cleaning up the target tableis incorrect—the cleanup applies to theImport Set table, not the target table.
B. Set up LDAP; Test map; Create update set; Run import; Apply update set
LDAP is foruser authentication, not for importing data.
Update Sets are used formoving configurations, notdata imports.
C. Identify source; Import transform map; Run transformer; Verify import
"Run transformer"is incorrect—the correct step is"Transform Data".
Importing does not require averification step; instead, data is reviewed usingTransform History.
How is a user defined in ServiceNow?
user is a record stored in the User Preference [Sys_user_preference] table
A User is a record stored in the Profile [sys_user_profile] table
A user is 2 field in the LOAP integration
A user is a record stored in the User [sys_user] table
InServiceNow, aUseris arecordstored in theUser [sys_user]table. This table contains details about every user in the system, including theirname, email, roles, department, and more.
Stores Core User Information
Each user inServiceNow is represented as a record in this table.
Standard fields include:
User ID
Name
Roles
Department
Location
Supports Authentication and Permissions
Users areassigned roles and groups, which controlwhat they can accessin ServiceNow.
Authentication methods likeLDAP, SSO, OAuth, and Local Authenticationrely on this table.
Integrates with Other ServiceNow Modules
Users insys_userare referenced in various tables, such as:
sys_user_role(User Roles)
sys_user_group(User Groups)
sys_user_has_role(Mapping between Users and Roles)
Key Characteristics of the User [sys_user] Table:
A. A user is a record stored in the User Preference [sys_user_preference] tableIncorrect– Thesys_user_preferencetablestores user-specific preferences (e.g., UI settings, default views), not user records.
B. A User is a record stored in the Profile [sys_user_profile] tableIncorrect– There isno standard "sys_user_profile" tablein ServiceNow.
C. A user is a field in the LDAP integrationIncorrect– WhileLDAP can import users into ServiceNow,users themselves are stored in the sys_user table, not in an LDAP-specific field.
Incorrect Answer Choices Analysis:
ServiceNow Docs – User Administration????Managing Users in ServiceNow
ServiceNow Docs – User Table (sys_user)????sys_user Table Overview
Official ServiceNow Documentation References:
Conclusion:The correct answer is:
D. A user is a record stored in the User [sys_user] table
Alluser records in ServiceNow are stored in the sys_user table, making it the central repository foruser management, authentication, and access control.
From a related list, what would a user click for personalize the layout of the columns?
Magnifier
Context Menu
Pencil
Gear
In ServiceNow, when a user wants topersonalize the layout of the columnsin arelated list, they need to click theGear icon (⚙️).
Navigate to a record that contains arelated list.
Look at the top-right corner of the related list for theGear icon.
Click theGear iconto open the "Personalize List Columns" interface.
From there, the user canadd, remove, or rearrange columnsin the related list.
A. Magnifier– A magnifying glass is typically used forsearch functionsbut not for column customization.
B. Context Menu– The context menu (right-click) providesother actionsbut does not allow column layout changes.
C. Pencil– A pencil icon typically representseditingbut not column layout customization.
ServiceNow Personalizing List Views
ServiceNow CSA Training Module:"Personalizing Lists and Forms"
How It Works:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
Which one of the following is NOT a type of Visual Task Board?
Feature
Guided boards
Flexible
Freeform
InServiceNow,Visual Task Boards (VTBs)provide aKanban-style interfaceto manage and track work. There arethree main typesof Visual Task Boards, but "Feature"is notone of them.
Freeform Board (Valid Type)
Manually created boards wherecards can be moved freelywithout predefined conditions.
Users canadd and organize tasks as needed.
Example: Personal task management.
Guided Board (Valid Type)
Createdfrom a list viewandlinked to a ServiceNow table(e.g., Incident, Change, Task).
Cards on the boardautomatically updatebased on conditions.
Example: Managing Incidents or Change Requests.
Flexible Board (Valid Type)
Similar toGuided Boards, but allows users tomanually reordertasks within lanes.
Offers moreflexibilitywhile still being linked to a data source.
Example: Sprint Planning or ITSM Workflows.
"Feature" is NOT a Visual Task Board type in ServiceNow.
ServiceNow does use the term"Feature"in Agile Development (for tracking high-level product functionalities), but it is not related to VTBs.
Types of Visual Task Boards in ServiceNow:Why is "Feature" Incorrect?
Why Other Options Are Correct?Guided, Flexible, and Freeformare thethree valid typesof Visual Task Boards in ServiceNow.
Visual Task Boards Overview
ServiceNow Visual Task Boards
Types of Visual Task Boards
Creating and Using VTBs
References from ServiceNow CSA Documentation:
Which system property is added and set to true in order to see impersonation events in the System Log?
glide user_setting
glide sys all_jmpersonation
glide sys log_jmpersonabon
glide.impersonation_setting
glide sys admin_login
InServiceNow, impersonation allows administrators toact as another userto troubleshoot, test permissions, or verify user experiences.
Tolog impersonation eventsin theSystem Log, the system property:
CopyEdit
glide.sys.log_impersonation
must beaddedand set totrue(true).
Key Features ofglide.sys.log_impersonation:Logswho impersonated whomin theSystem Log.
Capturestimestamp, user details, and session activity.
Helps withauditing and security compliance.
Navigate toSystem Definition > System Properties.
Search forglide.sys.log_impersonation.
If it doesn’t exist, create it:
Name:glide.sys.log_impersonation
Type:True/False
Value:true
Save the property and test impersonation.
How to Enable Impersonation Logging:
A. glide.user_setting →Incorrect
Not related to impersonation logging.
Deals withuser preferences and settings.
B. glide.sys.all_impersonation →Incorrect
No such property exists in ServiceNow.
D. glide.impersonation_setting →Incorrect
Incorrect property name; does not exist.
E. glide.sys.admin_login →Incorrect
Logsadmin logins, not impersonation events.
Why Other Options Are Incorrect?
Impersonating Users in ServiceNow
System Logs & Impersonation Tracking
Official ServiceNow Documentation Reference:
A department manager asks an analyst to build some reports. Where do you recommend the analyst start?
Report Dashboard > Create New
Reports > Getting Started
Performance Analytics > Reports
Self-Service > Reports
Reports > Create New
When an analyst needs to build a new report in ServiceNow, the best place to start isReports > Create New. This option provides a structured interface forselecting data sources, choosing visualization types, applying filters, and generating reports.
Steps to Create a New Report in ServiceNow:
Navigate toReports > Create New.
Select a data source (table) for the report.
Choose a report type (Bar Chart, List, Pie Chart, etc.).
Apply filters and groupings to refine the data.
Preview and save the report.
A. Report Dashboard > Create New– Dashboards display multiple reports but do not provide a direct interface for creating a new report.
B. Reports > Getting Started– This is ahelpful guide, but it is not where reports are created.
C. Performance Analytics > Reports– Performance Analytics focuses onadvanced trend analysis and KPIs, not general reporting.
D. Self-Service > Reports– This allows end-users toview and run reports, but it is not meant for creating new reports.
ServiceNow Reports and Dashboards
ServiceNow CSA Training Module:"Creating and Managing Reports in ServiceNow"
Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
What is specified in an Access Control rule?
Groups, Conditional Expressions and Workflows
Table Schema, CRUD, and User Authentication
Object and Operation being secured; Permissions required to access the object
security_admin
AnAccess Control rule (ACL)in ServiceNow defineswho can access dataandwhat actions they can performon that data. Each ACL consists of three primary components:
Object being secured– The specific table, field, or record that the rule applies to.
Operation– The type of action that is being secured (e.g., Read, Write, Create, Delete).
Permissions required– The conditions, roles, or scripts that determine whether access is granted.
ACLs evaluatewhether a user has permissionto access a specific table, field, or action.
Thesecurity rules are processed from most specific to least specific(e.g., field-level > table-level).
Permissions can be granted based onroles, conditions, or custom scriptsusing GlideSystem (gs).
A. Groups, Conditional Expressions, and Workflows(Incorrect)
ACLs do not manageworkflowsor directly control group assignments.
B. Table Schema, CRUD, and User Authentication(Incorrect)
CRUD (Create, Read, Update, Delete) permissions are controlled by ACLs, butUser Authenticationis managed separately through login policies (LDAP, SSO, etc.).
D. security_admin(Incorrect)
security_adminis aspecial elevated rolerequired to modify security settings, but it is not what an ACL specifies.
Access Control Rules Overview:https://docs.servicenow.com/en-US/bundle/utah-platform-security/page/administer/security/concept/access-control-rules.html
Configuring ACLs in ServiceNow:https://docs.servicenow.com/en-US/bundle/utah-platform-security/page/administer/security/task/t_CreateOrModifyAnAccessControl.html
How ACLs Work in ServiceNow:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:
What controls the publishing and retiring process for knowledge articles?
Approval Policies
Approval Definitions
Workflow Designer
Workflows
State Lifecycle
InServiceNow Knowledge Management, thepublishing and retiring process for knowledge articlesis managed throughWorkflows. These workflows define the steps an article must go through before it is published, updated, or retired.
Submission:
A user creates a knowledge article and submits it for approval.
Approval Process:
Based on the workflow, an article may require manager or SME (Subject Matter Expert) approval.
Publishing:
Once approved, the article ispublishedand made available in the Knowledge Base.
Updating & Versioning:
If edits are needed, the article enters adraft or reviewstate.
Retirement:
When an article is no longer needed, it follows the workflow toretire or archiveit.
Knowledge Approval Publish(requires approval before publishing)
Knowledge Instant Publish(automatically publishes the article)
Knowledge Retire(handles retiring or archiving articles)
A. Approval Policies(Incorrect)
ServiceNow does not use a separate "Approval Policy" for knowledge articles; approvals are managed within the workflow.
B. Approval Definitions(Incorrect)
There is no such specific feature in ServiceNow. Approvals are configured within workflows, not separate definitions.
C. Workflow Designer(Incorrect)
TheWorkflow Designeris a tool used tocreate workflows, but it does not control the publishing process directly. The workflows themselves do.
E. State Lifecycle(Incorrect)
While knowledge articleshave a lifecycle (Draft → Review → Published → Retired), this is controlledby workflows, not by an independent "State Lifecycle" feature.
Knowledge Workflows Overview:https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/knowledge-management/reference/r_KnowledgeWorkflows.html
ServiceNow Knowledge Management Process:https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/knowledge-management/concept/knowledge-management-overview.html
How Workflows Control Knowledge Article Publishing & Retiring:Common Knowledge Workflows in ServiceNow:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:
How is a group defined in ServiceNow?
A group is one record stored in the Group Type [sys_user_group_type] table
A group is one record stored in the Group [sys_user_group] table
A group defines a set of users that share the same location
A group defines a set of users that share the same job title
InServiceNow, agroupis acollection of userswho share common responsibilities, such as handling incidents, approvals, or service requests.
Groups are stored in thesys_user_grouptable
Eachgroupis arecord in thesys_user_grouptable, which manages user access and permissions.
Example: The "Service Desk" group (sys_user_grouprecord) may contain multiple IT support users.
Groups are used for role assignments
Instead of assigning roles directly to users,roles are assigned to groupsfor easier access management.
Groups can be used for approvals and task assignments
Groups are often assigned to handleapproval workflows, incident resolution, and change management tasks.
A. A group is one record stored in the Group Type [sys_user_group_type] table(Incorrect)
Thesys_user_group_typetable is used for categorizing groups,not storing actual group records.
C. A group defines a set of users that share the same location(Incorrect)
Incorrect: Groups arenot location-based; they are used fortask assignments, approvals, and permissions.
D. A group defines a set of users that share the same job title(Incorrect)
Incorrect: Users with the same job titlemay belong to different groupsbased on their responsibilities.
Key Details About Groups in ServiceNow:Why Other Options Are Incorrect?
Groups in ServiceNow
Managing User Groups
User and Group Management
ServiceNow User and Group Administration
References from ServiceNow CSA Documentation:Final Verification:Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.
Which certificate-based authentication methods can be enabled so that users can log into the Service Portal? (Select all that apply) Select 2 Answers from the below options
Extended Validation Access (EVA)
Organization Verification Card (OVC)
Common Access Card (CAC)
Domain Authentication Card (DAC)
Personal Identify Verification (PIV)
In ServiceNow, users can log into theService Portalusingcertificate-based authentication methods. The two commonly supported methods are:
ACACis a smart card issued by theU.S. Department of Defense (DoD).
It is used by military personnel, contractors, and government employees for secure authentication.
ServiceNow supportsCAC authenticationby integrating with external identity providers.
APIV cardis used byU.S. federal agenciesfor authentication.
It followsFederal Information Processing Standard (FIPS) 201for identity verification.
ServiceNow allows users to log in using PIV authentication, ensuringsecure accessto government and enterprise systems.
1. Common Access Card (CAC) – (Correct Answer)2. Personal Identity Verification (PIV) – (Correct Answer)
Both CAC and PIV are widely recognized certificate-based authentication methodsused in ServiceNow for secure user authentication.
They provide multi-factor authentication (MFA)and meet federal security standards.
Why "C. CAC" and "E. PIV" are the Correct Answers?
A. Extended Validation Access (EVA) – Incorrect
No such authentication method exists in ServiceNow.Extended Validation (EV) certificatesare used for website security, not user authentication.
B. Organization Verification Card (OVC) – Incorrect
Not a recognized ServiceNow authentication method.
D. Domain Authentication Card (DAC) – Incorrect
No such authentication method exists in ServiceNow.
Explanation of Incorrect Options:
ServiceNow Docs: Common Access Card (CAC) Authentication
ServiceNow Docs: Personal Identity Verification (PIV) Authentication
ServiceNow CSA Study Guide – Authentication Methods in ServiceNow
References from Certified System Administrator (CSA) Documentation:
A user wants to create a set of filter conditions, where they want to show records which satisfy two conditions:
Incidents where the state is Closed
Incidents where Assignment Group is Network
After clicking the Funnel icon, what should the user do?
Define the first condition; click AND button; define second condition; click Run
Define the first condition; click AND button; define second condition; press enter
Define the first condition; click OR button; define second condition; press enter
Define the first condition; click > icon on breadcrumb, define second condition; click Run
Define the first condition; click > icon on breadcrumb, define second condition; press enter
In ServiceNow, when applying filters, theFunnel iconopens the condition builder, allowing users to set criteria for displaying records.
Understanding the requirement:
The user wants to seeIncidents where the state is ClosedORIncidents where the Assignment Group is Network.
The key word here isOR, meaning records satisfyingeithercondition should be displayed.
Steps to apply this filter in ServiceNow:
Click theFunnel iconto open the condition builder.
Define thefirst condition→ SelectState = Closed.
Click theORbutton (since we want records meeting either condition).
Define thesecond condition→ SelectAssignment Group = Network.
PressEnterto apply the filter.
Since the user wantseither condition to be true,ORis the correct logical operator.
PressingEnterafter defining the second conditionexecutes the filter.
A. Define the first condition; click AND button; define second condition; click Run:Incorrect becauseANDwould requireboth conditions to be true simultaneously, which is not what the user wants.
B. Define the first condition; click AND button; define second condition; press enter:Same issue as option A—AND willnarrow the resultsinstead ofexpanding them.
D. Define the first condition; click > icon on breadcrumb, define second condition; click Run:Thebreadcrumb navigationis used to modify filtersafter applying them, not to create them initially.
E. Define the first condition; click > icon on breadcrumb, define second condition; press enter:Same issue as option D—breadcrumb navigation is for modifying, not for initial filter creation.
Using Filters and Condition Builder in ServiceNow:ServiceNow Docs
ServiceNow Querying and Filtering Best Practices
Why is the Correct Answer "C"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:UsingORensures both conditions are considered independently, displaying incidents that are eitherClosedor assigned toNetwork.
When designing a flow, how do you reference data from a record, in that flow?
Drag the table icon onto the flow definition
Use the condition builder to specify the desired values
Specify the source table on the data pill related list
Drag the data pill onto the flow definition
Add the table reference using the slush bucket
InServiceNow Flow Designer, adata pillrepresentsvariables, record fields, or outputs from previous stepsthat can be used dynamically in the flow.
Data pillsallow flow designers to referencerecord datawithout manually specifying table fields.
Dragging a data pillonto a flow step ensures that the correct values areautomatically mappedfrom the referenced record.
This is the recommended method for using record datawithin a flow.
Why is Option D Correct?
Why Are the Other Options Incorrect?A. Drag the table icon onto the flow definition
IncorrectbecauseFlow Designer does not use table iconsfor referencing records.
Instead, it utilizesdata pills and actionsto retrieve and manipulate record data.
B. Use the condition builder to specify the desired values
Incorrectbecause thecondition builderis used fordecision logic(e.g., If-Else conditions), not for referencing record data.
C. Specify the source table on the data pill related list
Incorrectbecause youcannot manually specifya table in a data pill.
Data pills areautomatically createdwhen an action retrieves data from a record.
E. Add the table reference using the slush bucket
Incorrectbecauseslush bucketsare used in ServiceNow for selecting multiple items (e.g., roles, groups),not for referencing record data in a flow.
ServiceNow Flow Designer - Using Data Pills
ServiceNow Flow Designer - Best Practices for Record Referencing
ServiceNow ITSM - Automating Workflows with Flow Designer
References to Official Certified System Administrator (CSA) Documentation:
What is the difference between a Ul Policy and Data Policy?
Data Policies run only after Ul Policies run successfully
Data Policies run regardless of how data is entered Into ServiceNow, while Ul Policies are used for form interactions
Data Policies can be converted into Ul Policies, but Ul Policies can not be converted into Data Policies
Data Policies run when data is entered through the form, by an Import Set or by web services, while Ul Policies are set only by web services
BothUI PoliciesandData Policiesare used to enforce rules on data in ServiceNow, but they work differently in terms ofwhere and howthey apply.
Key Differences Between UI Policies and Data Policies:Feature
UI Policy
Data Policy
Scope
Worksonly on formsin the user interface (UI)
Works onall data entry methods, including forms, imports, and web services
Execution
Runsclient-sidein the browser
Runsserver-sideon the database
Purpose
Dynamicallyshow/hide, make fields mandatory, or read-onlyon forms
Enforcesmandatory and read-only fieldsat thedatabase level
Applies to
Userinteractions on forms
All data sources(Forms, Import Sets, Web Services, API)
Conversion
Can be converted into Data Policies
Cannot be converted into UI Policies
Why "B. Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions" is Correct:Data Policies apply to all data entry methods, ensuring data integrity no matter how the data enters ServiceNow.
UI Policies only apply to the user interface (forms)and dynamically modify field behavior in real-time.
A. Data Policies run only after UI Policies run successfully→UI Policies and Data Policies work independently and do not depend on each other.
C. Data Policies can be converted into UI Policies, but UI Policies cannot be converted into Data Policies→The opposite is true: UI Policies can be converted into Data Policies, but not the other way around.
D. Data Policies run when data is entered through the form, by an Import Set, or by Web Services, while UI Policies are set only by web services→UI Policies arenot related to web services; they only apply to form interactions.
Why Other Options Are Incorrect:
ServiceNow Documentation:UI Policies vs. Data Policies
CSA Exam Guide:CoversUI Policies and Data Policies differencesin form and system-wide data enforcement.
Reference from CSA Documentation:Thus, the correct answer is:
B. Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions
Which module would you use to create a new automation of business logic such as approvals, tasks, and notifications?
Process Automation > Flow Designer
Process Automation > Flow Administration
Process Automation > Workflow Editor
Process Automation > Process Flow
Process Automation > Active Flows
TheFlow Designermodule in ServiceNow is used to create and manageautomationsthat involve business logic such asapprovals, tasks, notifications, and integrations. It provides ano-code/low-codeenvironment where users can define automated workflows without needing to write scripts.
Automates Processes– Handles approvals, notifications, and task assignments.
No-Code Interface– Users can build workflows using adrag-and-dropinterface.
Replaces Legacy Workflows– Flow Designer is themodernalternative to Workflow Editor.
Integrates with Spokes– Can connect to other systems usingIntegration Hub.
Triggers– Define when a flow starts (e.g., record changes, schedules, API calls).
Actions– Define what happens (e.g., create a task, send an email, update a record).
Conditions– Add logic to control execution paths.
B. Process Automation > Flow Administration→ Used formanaging existing flows, not creating new ones.
C. Process Automation > Workflow Editor→ This is thelegacyworkflow automation tool, replaced by Flow Designer.
D. Process Automation > Process Flow→ No such module exists in ServiceNow.
E. Process Automation > Active Flows→ Displaysalready running flows, but does not allow new flow creation.
What import utility do you use when the field names on the import set match the name of the fields on the Target table?
Schema Mapping
Automatic Mapping
Mapping Assist
Mapping Dashboard
When impersonating a user for testing purposes, what is the best way to return the instance, logged in with your user account?
Turn your computer off and on again
Clear browser cache
End Impersonation
Log out and back in
When youimpersonatea user in ServiceNow for testing, you temporarily assume their permissions and role-based access. Toreturn to your own user session, thebestway is toEnd Impersonation.
Click on theUser Menu (top right corner).
Select"End Impersonation".
You will immediately return to your original user session.
A. Turn your computer off and on again→ Unnecessary and does not affect session management.
B. Clear browser cache→ Cache clearing is not required; impersonation is session-based.
D. Log out and back in→ While this works, it isnot the bestmethod becauseEnd Impersonationis a faster and direct solution.
After finishing your work on High Security Settings, what do you do to return to normal admin security levels?
Select Normal role
Log out and back in
Use System Administration > Normal Security module
Select Global Update Set
End Impersonation
When usingHigh Security Settingsin ServiceNow, administrators often gaintemporary elevated privileges. To revert to normal security levels, they mustlog out and back into refresh their session.
High Security Settingsprovide elevated security configurations and mayoverride standard role-based access controls.
Logging outclears any temporary security settingsand restores normal administrator privileges.
This is therecommended practiceafter making security changes.
Why is Option B Correct?
Why Are the Other Options Incorrect?A. Select Normal role
Incorrectbecausethere is no "Normal" rolein ServiceNow.
C. Use System Administration > Normal Security module
Incorrectbecausethere is no "Normal Security" modulein ServiceNow.
D. Select Global Update Set
Incorrectbecause Update Sets controlcustomizations and configurations,not security settings.
E. End Impersonation
Incorrectbecause ending impersonation onlyswitches back to the admin accountif you were impersonating a user.
Itdoes not resetsecurity settings from High Security Mode.
ServiceNow CSA Guide - High Security Settings
ServiceNow Best Practices - Managing Security Configurations
References to Official Certified System Administrator (CSA) Documentation:
When does the Submit button appear on a form?
When saving an old record
When creating a new record
When changing the reference field in an existing record
When updating an existing record
InServiceNow, theSubmit buttonappears whencreating a new record, but it is not visible when editing an existing record. Instead, when editing an existing record, theUpdate buttonis used.
Creating a New Record:
When a user opens a form to create anew record, theSubmit button appears.
ClickingSubmitsaves the record and closes the form.
Example: When creating anew Incident, Change Request, or User record, the Submit button is visible.
Editing an Existing Record:
When a useropens an existing record, theUpdate button replaces the Submit button.
ClickingUpdatesaves the changes but does not create a new record.
Example: Editing anexisting Incident recorddoes not show a Submit button, only Update.
Changing a Reference Field in an Existing Record:
Updating areference field(like Assigned To or Caller) in an existing record does not trigger aSubmitbutton—onlyUpdateis available.
Saving an Old Record:
TheSavebutton may be available when a user makes changes but does not want to exit the form.
When Does the Submit Button Appear?When Does the Submit Button NOT Appear?Why Option B (When Creating a New Record) is Correct?The Submit button appears only when a new record is being created.
Why Other Options Are Incorrect?A. When saving an old record→ Incorrect
TheSave buttonappears when modifying an existing record but does not replaceSubmit.
C. When changing the reference field in an existing record→ Incorrect
Editing a reference field doesnotmake the Submit button appear. OnlyUpdateis available.
D. When updating an existing record→ Incorrect
TheUpdate buttonappears instead ofSubmitwhen modifying an existing record.
ServiceNow Docs – Forms and Form Buttonshttps://docs.servicenow.com
ServiceNow Learning – Creating and Editing Records
ServiceNow Developer Portal – Understanding Form Actions (Submit vs. Update)
References from Certified System Administrator (CSA) Documentation:
When testing a catalog item, having a manager approval flows, which of these best practices would you follow? (Choose three.)
Make sure the latest flows are activated.
Use the instance Incognito setting to quickly toggle between requester and approver.
Impersonate the requester to ensure the form works.
Make sure the requester's user record has a manager specified.
Create and select your Testing Update Set, before starting the test cases.
Use your Admin account, so you can approve the items quickly.
When testing acatalog itemwith amanager approval flow, it's important to verify that the request submission, approval process, and workflow execution are working as expected. Following best practices ensures that the process functions correctly before deployment.
Why These Options Are Correct?A. Make sure the latest flows are activated.
ServiceNowflow designerallows admins to create and manageapproval flowsfor catalog items.
Before testing, it's crucial to verify that the latest version of the flow isactivated, ensuring that the system runs the correct approval logic.
C. Impersonate the requester to ensure the form works.
Impersonationallows administrators totest the user experiencewithout logging in as different users manually.
This is essential to verify thatnon-admin userscan correctlysubmit the requestand trigger the approval process.
D. Make sure the requester's user record has a manager specified.
Themanager approval flowrelies on the requester'sManagerfield in their user record.
If this field is empty, the approval requestwill not be sent to the correct manager, causing the workflow to fail.
Why the Other Options Are Incorrect?B. Use the instance Incognito setting to quickly toggle between requester and approver.
There isno "Incognito setting"in ServiceNow to toggle users.
Thecorrect methodis using theimpersonatefeature.
E. Create and select your Testing Update Set, before starting the test cases.
WhileUpdate Setstrack customizations, they arenot required for testinga catalog item’s approval workflow.
Update Sets are primarily used formigrating changesbetween instances (e.g., from Dev to Test).
F. Use your Admin account, so you can approve the items quickly.
Admin accountsoverride approval workflowsand do not provide an accurate test.
The correct method is toimpersonate the requester and approver roles separatelyto ensure the workflow works as expected.
ServiceNow Flow Designer - Approval Workflow Testing Best Practices
ServiceNow Impersonation Feature for User Testing
ServiceNow ITSM - Catalog Item Testing & Validation
References to Official Certified System Administrator (CSA) Documentation:
A new service catalog item is being developed, but should only be visible to managers inside the HR Department. What method would you use to fulfill this requirement?
Specify the Dept_Mgr role on the catalog content block
Add the Department Manager group to the catalog item’s user criteria
Add the Department Manager group to the catalog item’s ACL
Only publish the item in the HR service catalog
Use a Dept_Mgr ACL on the HR service catalog
In ServiceNow,User Criteriais thebest methodfor controllingwho can see or request catalog items. To ensure that onlyHR Department Managerscan view the service catalog item, we need to applyUser Criteriaby adding theDepartment Manager group.
Navigate toService Catalog > Catalog Items.
Open the specific catalog item.
Scroll down to theAvailable Forsection.
ClickEditand selectUser Criteria.
Add theDepartment Manager group.
Save the changes.
Steps to Restrict Catalog Item Visibility Using User Criteria:????Effect:Only users in theDepartment Manager groupwill be able to see and request this catalog item.
Incorrect Answer Choices Explanation:A. Specify the Dept_Mgr role on the catalog content block
Rolescontrol system permissions but are not used tofilter visibilityof catalog items.
C. Add the Department Manager group to the catalog item’s ACL
Access Control Lists (ACLs)restrict who canmodifya catalog item but do not control visibility.
D. Only publish the item in the HR service catalog
Publishing an item in a specificcatalogdoes not restrict access to a specificuser group.
E. Use a Dept_Mgr ACL on the HR service catalog
ACLs arenot the correct approachfor managing catalog item visibility;User Criteriais the best practice.
ServiceNow User Criteria for Service Catalog
Restricting Access to Service Catalog Items
Official CSA Documentation Reference:
New records, new groups, and modified configuration Items (Cls): what do they have in common?
They are included in an Update Set
They are not captured in an Update Set
They are customizations
They do not have anything in common
Update Setsin ServiceNow are used tocapture configuration changesso they can be moved between instances (e.g., from development to production). However,new records, new groups, and modified Configuration Items (CIs) are not included in Update Setsby default because they are considereddata, not configuration changes.
New Records→ Data records (e.g., Incidents, Users, Groups) are not part of an Update Set.
New Groups→ Groups are data elements (stored in thesys_user_grouptable) and arenot includedin Update Sets.
Modified Configuration Items (CIs)→ CIs belong to theConfiguration Management Database (CMDB), and changes to CIs are considereddata, not configuration changes.
UI Policies, Business Rules, Client Scripts, Workflows, Forms, and Tables
Changes to system configuration (not transactional data)
Breakdown of Each Element:What is Captured in an Update Set?
Why "B. They are not captured in an Update Set" is Correct:New records, groups, and modified CIs are considered data, and Update Sets do not track data by default.
A. They are included in an Update Set→Incorrect because Update Setsdo not track data recordslike CIs, groups, or user records.
C. They are customizations→Customizations refer toconfiguration changes, but records and CIs are considereddata, not customizations.
D. They do not have anything in common→All three (new records, groups, and CIs) aredataelements, meaning they share the characteristic ofnot being included in Update Sets.
Why Other Options Are Incorrect:
ServiceNow Documentation:Update Sets and What They Capture
CSA Exam Guide:Coverswhat is and is not included in Update Sets.
Reference from CSA Documentation:Thus, the correct answer is:
B. They are not captured in an Update Set
On the Reports page, what sections allow you to see which reports are visible to different audiences? (Choose four.)
Group
Department
My reports
Team
Dashboards
Global
Admin
On theReports pagein ServiceNow, different sections allow users to seewhich reports are visibleto various audiences.
Why These Options Are Correct?C. My reports
Displaysreports created by the logged-in user.
These reports areprivateunless explicitly shared.
E. Dashboards
Dashboardsconsolidate multiple reports andmake them visible to specific audiences.
Users canshare dashboardswith groups or individuals.
F. Global
Global reportsare available toall users with reporting access.
These reports arenot restrictedto a specific user or group.
I. All
The"All" sectionlistsevery report the user has access to, including:
Personal reports
Shared reports
Global reports
Reports from dashboards
Why the Other Options Are Incorrect?A. Group
There isno "Group" sectionin the Reports page.
However, reports can beshared with groups, but there is no direct"Group" view.
B. Department
Departments do not determine report visibilityin the Reports page.
Report access is controlled byroles, users, and groups, not departments.
D. Team
Teams are not a standard report visibility categoryin ServiceNow.
Reports are shared atuser, role, and global levels, not by "Team."
G. Admin
There isno "Admin" sectionin the Reports page.
However,Admins can access all reportsvia the"All" section.
H. Analytics
Analytics is a separate modulein ServiceNow, primarily used forPerformance Analytics (PA)anddashboards.
It is not a standardreport visibility section.
J. Company
There isno "Company" sectionin the Reports page.
Reports can beshared at a global level, but not specifically by "Company."
ServiceNow Reports - Managing Visibility and Access
ServiceNow Reporting Guide - Sections of the Reports Page
ServiceNow Dashboards and Report Sharing Best Practices
References to Official Certified System Administrator (CSA) Documentation:
You are showing your customer a new form that you have created for their new application. They would like to add a field to the form. Where could you do that? (Choose two.)
Select Fields and Columns module
Right click on form header, select Configure > Form Layout
Click on context menu, select Configure > Form Designer
Select Field Class Manager module
To add a field to a form in ServiceNow, you can use two primary methods:
How to access:Right-click on the form header → SelectConfigure > Form Layout
Functionality:
Provides a simple interface toadd, remove, or reorder fieldson a form.
Allows adding new fields directly from the available database fields.
Suitable for basic form modifications without needing a drag-and-drop UI.
How to access:Click on thecontext menu(three horizontal bars on the top-left of the form) → SelectConfigure > Form Designer
Functionality:
Adrag-and-dropinterface to add, remove, or rearrange fields easily.
Enables more advanced customization, such as addingsections and UI policies.
Provides a visual representation of the form’s structure.
1. Configure > Form Layout2. Configure > Form Designer
Incorrect Answer Choices Explanation:A. Select Fields and Columns module– No such module exists for direct form editing. Fields are defined at the table level but not directly added to forms here.
D. Select Field Class Manager module– This module does not exist; it is not used for adding fields to forms.
ServiceNow Documentation: Form ConfigurationConfigure a Form
ServiceNow Form Designer GuideForm Designer
Official CSA Documentation Reference:
Which plugin needs to be activated in order to translate the content of a catalog item to multiple languages?
Localization Framework plugin(com.glide.localization_framework)
Translation Framework plugin (com.glide.translation_framework)
Multiple Language Framework plugin (com.glide.multiple.language_framework)
Language Al Framework plugin (com .g I id e. language.ai _framework)
To translateService Catalog itemsinto multiple languages in ServiceNow, theTranslation Framework plugin (com.glide.translation_framework)must be activated. This plugin enablesautomatic translation of text fields, including:
Service Catalog items
Knowledge Base articles
Field labels
UI components
Providesmulti-language supportfor catalog items.
Usesmachine translation or manual translation mapping.
Works with theServiceNow Language Packsto provide localized experiences.
Key Features of the Translation Framework Plugin:
TheTranslation Framework plugin (com.glide.translation_framework)is specifically designed to supportmulti-language content translationfor the Service Catalog.
It allows translation of catalog item descriptions, labels, and options without custom scripting.
Why "B. Translation Framework Plugin" is the Correct Answer?
A. Localization Framework Plugin (com.glide.localization_framework) – Incorrect
This plugin helps withlocalization settingsbut is not specifically for catalog item translation.
C. Multiple Language Framework Plugin (com.glide.multiple.language_framework) – Incorrect
No such plugin exists in ServiceNow.
D. Language AI Framework Plugin (com.glide.language.ai_framework) – Incorrect
This is not a valid ServiceNow plugin.
Explanation of Incorrect Options:
ServiceNow Docs: Translation Framework Plugin
ServiceNow CSA Study Guide – Multi-language Support
ServiceNow Product Documentation: Translating Service Catalog Items
References from Certified System Administrator (CSA) Documentation:
What type of field allows you to look up values from one other table?
Reference
Verity
Options
Selections
Dot walk
Lookup
AReference fieldin ServiceNow allows you tolook up values from another table, effectively creating a relationship between two tables. When a user selects a value in a reference field, they are selecting a record from the referenced table.
Stores asys_id(unique identifier) of a record from another table.
Displays a user-friendly label from the referenced record.
Allowsdot-walking, enabling access to related fields from the referenced table.
Incident Table (source table)→ Contains a"Caller"field that references theUser Table(sys_user).
TheCallerfield allows users to select a user from theUser Table.
B. Verity→ Not a valid field type in ServiceNow.
C. Options→ Options are typically used in choice lists, not for referencing another table.
D. Selections→ No such field type exists in ServiceNow.
E. Dot Walk→ Dot-walking is afeaturethat allows accessing related fields but is not a field type itself.
F. Lookup→ While "Lookup Select Box" exists, it functions differently by filtering choices rather than directly referencing another table.
Which ServiceNow resource is a framework that ensures the data your ServiceNow application requires maps correctly to the appropriate CMDB tables?
Common Service Data Model (CSDM)
Service Mapping Utility (SMU)
Service Schema Map (SSM)
CMDB Class Manager (CMDBCM)
CI Class Manager (CICM)
TheCommon Service Data Model (CSDM)is a framework provided by ServiceNow that ensures your application's data correctly maps to theConfiguration Management Database (CMDB)tables. It standardizes howconfiguration items (CIs), services, and relationshipsare structured within the CMDB.
Standardized Data Model:Ensures consistent and correct CMDB data structuring.
Alignment with CMDB Best Practices:Helps businesses align their IT assets, services, and business functions effectively.
Better Service Mapping:Provides structured relationships between business services and their technical components.
Compliance & Governance:Ensuresdata integrityby enforcing best practices for CMDB population.
Key Functions of CSDM:
Incorrect Answer Choices Explanation:B. Service Mapping Utility (SMU)– Service Mapping is used fordiscovering and mapping dependenciesbut is not a data model framework.
C. Service Schema Map (SSM)– No such official term exists in ServiceNow documentation.
D. CMDB Class Manager (CMDBCM)– This is a tool used tomanage CI classesbut does not define a data model framework like CSDM.
E. CI Class Manager (CICM)– Incorrect term; CMDB Class Manager is used for CI class hierarchy management, not for mapping applications to CMDB tables.
ServiceNow Documentation: Common Service Data Model (CSDM)CSDM Overview
ServiceNow CMDB Best PracticesCMDB and CSDM Alignment
Official CSA Documentation Reference:
What ServiceNow tables can Administrators define as "destinations" for imported data, when using Transform Maps in the System Import Sets application?
The Task table is the only table that can be a destination for imported data in the Transform Map module
The Incident. Problem. Change, Task, and Service Catalog tables are the only tables that can be a destination for imported data m the Transform Map module
Only the Incident Problem, and Change tables can be a destination for imported data in the Transform Map module
Any ServiceNow table can be a destination for imported data in the Transform Map module
InServiceNow's System Import Sets, administrators canimport data from external sources(such as CSV, Excel, or databases) intoany tablewithin the platform usingTransform Maps.
ATransform Mapdefines how data from an Import Set table is mapped to fields in atarget table (destination table).
Administrators can select any tablein the system as the destination, including bothstandard and custom tables.
Thedestination table is not limitedto Task-related tables (Incident, Problem, Change, etc.).
Users can also applycoalesce rulesto determine if records should be updated or inserted during the transformation.
ServiceNowallows administrators to select any tableas the destination when setting up a Transform Map.
This includes standardITSM tables (Incident, Problem, Change, Task, Service Catalog)as well ascustom tablescreated by administrators.
There areno restrictionson which table can be a destination.
A. "The Task table is the only table that can be a destination"→Incorrect
TheTasktable is widely used, but it isnot the only tablethat can receive imported data.
B. "Only Incident, Problem, Change, Task, and Service Catalog tables can be destinations"→Incorrect
These are common ITSM tables, butany table in the systemcan be selected as a destination.
C. "Only the Incident, Problem, and Change tables can be destinations"→Incorrect
This istoo restrictivebecause other tables, including custom ones, can also be used.
Navigate to:System Import Sets > Create Transform Map
Select the Import Set Tableas thesource.
Choose any available tablein ServiceNow as thedestination.
Definefield mappingsbetween the source and target table.
Configurecoalesce rulesto update or insert records.
ServiceNow Docs: Creating and Using Transform Mapshttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/import-sets/concept/c_TransformMap.html
ServiceNow CSA Official Training Guide (Import Sets & Data Management)
Key Points About Transform Maps & Data Import:Why is "D. Any ServiceNow table" the Correct Answer?Why the Other Options Are Incorrect?How to Configure a Transform Map in ServiceNow?References from Certified System Administrator (CSA) Documentation:This confirms thatany ServiceNow tablecan be adestination tablefor imported data when using Transform Maps inSystem Import Sets.
What would NOT appear in the Application Navigator if “service” is typed into the filter field?
Configuration > Business Services
Self-Service > Knowledge
Service Portal > Widgets
Incident > Assigned to me
TheApplication Navigatorin ServiceNow allows users to quickly filter and locateapplications, modules, and menusby typing keywords in thefilter field.
When you type"service"into the filter field,only modules containing the word "service"in theirname or pathwill be displayed.
Analysis of Each Option:Option
Contains "service"?
Appears in Navigator?
A. Configuration > Business Services
"Business Services" contains "service"
Appears
B. Self-Service > Knowledge
"Self-Service" contains "service"
Appears
C. Service Portal > Widgets
"Service Portal" contains "service"
Appears
D. Incident > Assigned to me
Does NOT contain "service"
Does NOT appear
Since"Incident > Assigned to me"doesnotcontain the word"service", itwould NOT appearin theApplication Navigatorwhen filtering by"service".
Configuration > Business Services
The"Business Services"module underConfigurationincludes the word"service".
Self-Service > Knowledge
The"Self-Service"application contains the word"service", so this module appears.
Service Portal > Widgets
The"Service Portal"module contains the word"service", making it visible.
Incident > Assigned to me
Thisdoes NOT contain "service"in its path, so it willnotappear.
Why the Other Options Appear in the Application Navigator?
ServiceNow Docs: Using the Application Navigatorhttps://docs.servicenow.com/en-US/bundle/utah-platform-user-interface/page/administer/navigation/concept/c_NavigatingThePlatform.html
References from Certified System Administrator (CSA) Documentation:This confirms that"Incident > Assigned to me" would NOT appearin the Application Navigator when filtering by"service".
How do you make a list filter available to everyone?
Make active, set visibility, and save
Assign a name, set visibility, and save
Assign a group, set visibility, and save
Make active, assign a name, and save
In ServiceNow,list filtersallow users to define and apply specific conditions to refine data displayed in a list view. If an administrator or user wants to make alist filter available to everyone, they need to:
Assign a Name→ The filter must be named so users can identify and reuse it.
Set Visibility→ The filter’s visibility needs to be adjusted to“Everyone”, a specificgroup, or anindividual user.
Save→ The filter must be saved for it to be accessible in future sessions.
Apply a filterin a list view using the filter conditions.
Click theSavebutton.
Provide anamefor the filter.
UnderVisibility, select one of the following:
Me (Private)→ Only the creator can use the filter.
Everyone (Public)→ All users can access the filter.
Group→ Assign the filter to a specific group.
ClickSaveto store the filter.
Steps to Make a List Filter Available to Everyone:
Why "B. Assign a Name, Set Visibility, and Save" is Correct:Assign a Name→ The filter needs an identifiable name for users.
Set Visibility→ Determines whethereveryone, a group, or just the creatorcan see the filter.
Save→ Saves the filter for future use.
A. Make active, set visibility, and save→Filters do not have an "Active" state; they just need to be saved with the correct visibility settings.
C. Assign a group, set visibility, and save→Assigning a group isoptionalbut does not apply to everyone.
D. Make active, assign a name, and save→"Make active" is not required; visibility settings control availability.
Why Other Options Are Incorrect:
ServiceNow Documentation:Creating and Sharing List Filters
CSA Exam Guide:CoversList Filters and visibility settings.
Reference from CSA Documentation:Thus, the correct answer is:
B. Assign a Name, Set Visibility, and Save
What are different types of Data Sources, which may be imported into ServiceNow? (Choose four.)
Local Sources (i.e. XML, CSV, Excel)
Implementation Spoke
DataHub
JDBC Connection
Network Server
LDAP Connection
In ServiceNow,Data Sourcesdefine external data that can be imported into the platform. These sources feed data intoImport Sets, which are then transformed into ServiceNow tables.
Why These Options Are Correct?A. Local Sources (i.e. XML, CSV, Excel)
Allows importingstructured data filesstored locally or uploaded manually.
Commonly used forone-time data migrationsor periodic imports.
D. JDBC Connection
JDBC (Java Database Connectivity)allows ServiceNow to connect directly toexternal databases(e.g., MySQL, Oracle, SQL Server).
Useful forreal-time integrationswith legacy systems.
E. Network Server
Allows importing data from afile stored on a remote serverviaSFTP/FTP.
Common forautomated batch data imports.
F. LDAP Connection
LDAP (Lightweight Directory Access Protocol)allows ServiceNow to syncuser and group datafrom enterprise directories (e.g., Active Directory).
Used forHR, ITSM, and Identity Management.
Why Are the Other Options Incorrect?B. Implementation Spoke
Incorrectbecause "Implementation Spoke" isnot a data sourcebut aServiceNow IntegrationHub componentused for automating ITSM tasks.
C. DataHub
Incorrectbecause "DataHub" isnot a ServiceNow data source.
ServiceNow usesIntegrationHub, JDBC, REST, and SOAP APIsfor data ingestion.
ServiceNow Data Sources - Importing External Data
ServiceNow LDAP Integration - Best Practices
ServiceNow JDBC and File-Based Data Import Methods
References to Official Certified System Administrator (CSA) Documentation:
What is the name of the table relationship, where two or more tables are related in a bi-directional relationship, so that the related records are visible from both tables in a related list?
Database View
Many to Many
One to Many
Extended
AMany-to-Many (M2M) relationshipin ServiceNow allows two or more tables to be relatedbi-directionally, so that related records are visible in arelated liston both tables.
Unlike aOne-to-Many (1:M)relationship (where only one table references another), M2M relationshipslink records in both directions.
This is achieved through anintermediary table, known as aMany-to-Many table, which stores the relationships.
A Many-to-Many table contains:
Areference fieldfor each of the tables being linked.
The relationship records, which connect records between the two tables.
Suppose you want to relateIncidentstoProblemsand vice versa.
Instead of adding a reference field in each table, you create anm2m_incident_problemtable.
Now, an Incident can be linked tomultipleProblems, and each Problem can be linked tomultipleIncidents.
These relationships will be visible asrelated listsin both tables.
How Many-to-Many Relationships Work in ServiceNow:Example of a Many-to-Many Relationship:
Incorrect Answer Choices Explanation:A. Database View– Used tocombine data from multiple tablesfor reporting but does not establish abi-directional relationshipbetween tables.
C. One to Many (1:M)– Asinglerecord in one table relates tomultiplerecords in another, but the relationship isnot bi-directional.
D. Extended– Refers totable inheritance, where a table inherits fields from its parent table, not a Many-to-Many relationship.
Many-to-Many Relationships in ServiceNow
Understanding Table Relationships
Official CSA Documentation Reference:
Which fields can be configured in reporting to perform arithmetic, coalesce, concatenation, and length?
Sourcing fields
Function fields
Computational fields
Calculation fields
InServiceNow Reporting,Function Fieldsare used toperform calculations, manipulate text, and transform datain a report. These fields allow users to applyarithmetic operations, coalescing, concatenation, and length calculationson existing data.
Arithmetic Operations– Performaddition, subtraction, multiplication, and divisionon numeric fields.
Coalesce– Combine multiple fields into one (useful for handling NULL values).
Concatenation– Join multiple string fields together (e.g., combining first and last names).
Length Calculation– Measure the length of a text field (e.g., checking character count in a description field).
Function fields aredesigned specifically for calculations and data transformationsin reports.
They allowadvanced data processing without requiring scripting.
A. Sourcing Fields→Incorrect
"Sourcing Fields" isnot a valid termin ServiceNow reporting.
C. Computational Fields→Incorrect
While this term sounds relevant,ServiceNow does not use "Computational Fields" in reporting.
D. Calculation Fields→Incorrect
"Calculation Fields" is not an official ServiceNow reporting term.
Function fields handle calculations, not a separate category called "Calculation Fields."
Key Functions of Function Fields:Why is "B. Function Fields" the Correct Answer?Why the Other Options Are Incorrect?
ServiceNow Docs: Function Fields in Reportinghttps://docs.servicenow.com/en-US/bundle/utah-performance-analytics-and-reporting/page/use/reporting/concept/c_FunctionField.html
References from Certified System Administrator (CSA) Documentation:This confirms that"Function Fields" is the correct answerfor performingarithmetic, coalescing, concatenation, and length calculationsin reporting.
Which one of the following statements is true?
When an incident form is saved, all the Work Notes field text is recorded to the Activity Log field
When an incident form is saved, the Work Notes field text is overwritten each time work is logged against the incident
When an incident form is saved, the impact field is calculated by adding the Prion:, and Urgency values
When an Incident form is saved, the Additional Comments field text is cleared and recorded to the Work Notes section
InServiceNow Incident Management,work notesare used to capturetechnical and internal updatesfor an incident. These notes arestored in the Activity Logwhenever the incident is saved.
TheWork Notesfield is used forinternal communicationamong support teams.
When an incident is updated and saved,all work notesareappended to the Activity Log(a complete history of the incident).
The Activity Log provides achronological recordof all changes, includingwork notes, field updates, and system-generated messages.
Understanding Work Notes and the Activity Log:Why Option A is Correct?"All Work Notes field text is recorded in the Activity Log"– This is correct because every time an incident is saved, the Work Notesare appended to the Activity Log.
Why Other Options Are Incorrect?B. Work Notes field text is overwritten each time work is logged→ Incorrect becauseWork Notes are appended, not overwritten. Previous work notes remain visible in the Activity Log.
C. Impact is calculated by adding Priority and Urgency→ Incorrect becauseImpact, Urgency, and Priorityare independent fields, thoughPriorityis determined based onImpact + Urgencyvia business rules.
D. Additional Comments are cleared and recorded in Work Notes→ Incorrect becauseAdditional Comments(for customer-facing communication) andWork Notes(for internal teams) areseparate fields. Additional Comments are not cleared upon save.
ServiceNow Docs – Incident Management: Work Notes and Activity Loghttps://docs.servicenow.com
ServiceNow Learning – Understanding the Incident Activity Stream
ServiceNow Best Practices – Internal vs. External Communication in Incidents
References from Certified System Administrator (CSA) Documentation:
What Is the purpose of the Fitter navigator In the Application Navigator?
Filter applications in order of use
Quickly navigate to applications and modules
Collapse and expand applications
List applications In order of Top Requests
TheFilter Navigatorin theApplication Navigatoris a powerful search tool inServiceNowthat allows users toquickly find applications and modulesby typing keywords instead of manually browsing through the navigation menu.
Quick Navigation:
Users can type thename of an application or moduleto locate it instantly.
Example: Typing"incident"in the Filter Navigator will show links to"Create New Incident," "All Incidents," "Open Incidents," etc.
Dynamic Filtering:
The list of applications and modulesdynamically updatesas you type.
Helps users findrelevant sectionswithout scrolling through the full menu.
Keyboard Navigation Support:
Users canuse the keyboard (arrow keys and Enter)to navigate through the filtered results.
Time-Saving Feature:
Reduces the need toexpand and collapse menus manually.
Especially useful fornew users or users working across multiple modules.
Key Functions of the Filter Navigator:Why Option B is Correct?The Filter Navigator is specifically designed to help users quickly search and navigate to applications and modules.
Why Other Options Are Incorrect?A. Filter applications in order of use→ Incorrect
The Filter Navigatordoes not sort applications by usage; it simply filters based on text input.
C. Collapse and expand applications→ Incorrect
Expanding/collapsing applications is donemanually, but the Filter Navigator is purely forsearching and filtering.
D. List applications in order of Top Requests→ Incorrect
The Filter Navigatordoes not rank applicationsby usage or requests. It onlyfiltersbased on search input.
ServiceNow Docs – Using the Filter Navigatorhttps://docs.servicenow.com
ServiceNow Learning – Application Navigator and UI Features
References from Certified System Administrator (CSA) Documentation:
Which icon would you double click, to expand and collapse the list of all Applications and Modules?
Star
Clock
Application
Funnel
In ServiceNow, theApplication Navigatorallows users to browse and accessApplications and Modules. Toexpand or collapsethe Application Navigator, users interact with theApplication Menu icon (☰), commonly known as the "Hamburger" menu.
Locate thethree-line "Hamburger" icon (☰)at the top-left of theApplication Navigator.
Double-clickorsingle-clickto expand/collapse the list of applications and modules.
A. Star(Incorrect)
TheStar icon (⭐)representsFavorites, allowing users to mark frequently used modules for quick access.
B. Clock(Incorrect)
TheClock icon (⏱️)is forRecently Viewed Items, showing the user's most recent navigations.
D. Funnel(Incorrect)
TheFunnel icon (????)is afilterused to refine search results or application lists, not to expand/collapse the navigator.
Navigating the Application Menu:https://docs.servicenow.com/en-US/bundle/utah-platform-user-interface/page/administer/navigation-and-ui/concept/c_NavigationAndTheUserInterface.html
How to Expand/Collapse Applications & Modules:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:
An IT manager is responsible for the Network and Hardware assignment groups, each group contains 5 team members. These team members are working on many tasks, but the manager cannot see any tasks on the Service Desk > My Groups Work list. What could explain this?
The Service Desk > My Groups Work list shows active work tasks that are not yet assigned.
The manager does not have the itil role.
The manager is not a member of the Service Desk group.
The manager is not a member of the Network and Hardware groups.
The Assignment Group manager field is empty.
In ServiceNow, the"Service Desk > My Groups Work"module is designed to display tasks assigned to a groupbut not yet assigned to an individual user.This means that even if an IT manager oversees theNetworkandHardwareassignment groups, they will not see any tasks in this listif all tasks have already been assigned to specific individualswithin the group.
Let’s break down whyoption Ais the correct answer and why the other options are incorrect:
The"My Groups Work"list only shows tasks that are assigned to thegroupbut have not been assigned to a specificindividualwithin the group.
If all tasks are assigned to specificteam members, then the manager will not see any tasks in this list.
The IT manager can verify this by navigating to theTask List(e.g., Incidents, Changes, or Requests) and filtering by theNetworkandHardwareassignment groups.
Explanation for Correct Answer (A):
Theitil roleallows users toview, create, update, and resolve incidents, changes, problems, and other ITSM tasks.
However, not having this role wouldrestrict accessto various ITSM functionalities, but itdoes notimpact whether tasks appear inMy Groups Work.
If the manager lacks theitilrole, they might have trouble accessing or modifying tasks, but this wouldn't explain why they don’t see anything in the list.
TheService Desk groupis a separate entity in ServiceNow, typically associated with incident handling and user support.
TheMy Groups Workmodule isnot restricted to the Service Desk group—it displays work assigned toany groupthe user belongs to.
Since the manager is responsible for theNetwork and Hardwaregroups, being part of theService Deskgroup is irrelevant.
If the manager wasnot a memberof these groups, they wouldn't seeany group-related tasksat all.
However, the question states that the manager isresponsible for these groups, so it’s reasonable to assume they are either a member or at least agroup managerwith visibility.
Even if they were just a manager and not an officialgroup member, they would still be able to see the tasks assigned to the groups.
TheAssignment Group managerfield is an informational field that indicates who manages a group.
This fielddoes not controlwhat is displayed in theMy Groups Workmodule.
Even if this field were empty, it wouldn’t prevent a manager (who is a group member) from seeing unassigned tasks.
Explanation for Incorrect Answers:(B) The manager does not have the itil role.(C) The manager is not a member of the Service Desk group.(D) The manager is not a member of the Network and Hardware groups.(E) The Assignment Group manager field is empty.
ServiceNow CSA Guide - User Interface and Navigation
ServiceNow ITSM Fundamentals - Incident and Task Management
ServiceNow Role-Based Access Controls and Group Management
ServiceNow KB Articles - My Groups Work Module
References to Official Certified System Administrator (CSA) Documentation:
Which section of the ServiceNow UI allows you to perform a global search?
Application Navigator
Banner frame
List pane
Content frame
In ServiceNow, theglobal search baris located in theBanner Frame, which is thetopmost sectionof the user interface. Theglobal search featureallows users to search across multiple tables and records within the platform.
Searches across multiple record types(Incidents, Knowledge Articles, Change Requests, etc.).
Auto-suggests resultsas you type.
Filters resultsbased on user roles and permissions.
Uses indexingto improve search speed and efficiency.
Key Features of the Global Search in the Banner Frame:
Why "B. Banner frame" is Correct:TheBanner Framecontains theglobal search bar, which enables users to search across all available records in ServiceNow.
A. Application Navigator→The Application Navigator is used forbrowsing modules and applications, not for performing a global search.
C. List pane→The List Pane only displaysrecords from a specific table, and its search is limited to that list view.
D. Content frame→The Content Frame displaysforms, lists, and dashboards, but does not provide a global search function.
Why Other Options Are Incorrect:
ServiceNow Documentation:Global Search in ServiceNow
CSA Exam Guide:CoversBanner Frame and its functions, including Global Search.
Reference from CSA Documentation:Thus, the correct answer is:
B. Banner frame
Which ServiceNow capability provides assistance to help users obtain information, make decisions, and perform common work tasks via a messaging interface?
Agent Workspace
Chat bot
Virtual Agent
Knowledge Chat
Now Support
Virtual Agentis ServiceNow’sAI-powered chatbotthat provides assistance via amessaging interface. It helps users obtain information, make decisions, and complete common tasks without human intervention.
Conversational Interface→ Users interact through chat to get information and perform tasks.
Automated Responses→ Uses predefinedtopicsandnatural language understanding (NLU)to provide relevant answers.
Integration with ServiceNow Applications→ Can create incidents, reset passwords, check order statuses, etc.
Available on Multiple Channels→ Works with Microsoft Teams, Slack, and the ServiceNow portal.
A. Agent Workspace→ A unified interface for agents to manage cases, not an AI chatbot.
B. Chat bot→ A generic term; Virtual Agent is the official chatbot in ServiceNow.
D. Knowledge Chat→ No such feature exists; however, Virtual Agent can integrate with the Knowledge Base.
E. Now Support→ ServiceNow’s customer support portal, not an AI-driven assistant.
The ServiceNow Virtual Agent provides assistance within a messaging interface. Which capability allows end users to configure virtual Agent to intercept and help resolve submitted incidents?
Incident Auto-Resolution
Ticket Resolver
Virtual Agent Helper
Web Intelligence
TheServiceNow Virtual Agentis an AI-powered chatbot that assists userswithin a messaging interface(such as Microsoft Teams, Slack, or Service Portal). It helpsautomate resolutions and guide usersthrough common IT and HR issues.
Incident Auto-ResolutionallowsVirtual Agenttoautomatically detect, intercept, and resolve incidentsbefore they reach a human agent.
It appliesmachine learning (ML) and predefined rulesto determine whether a ticketcan be resolved through automation.
If an issuematches a known solution, the Virtual Agentprovides the resolution stepsto the user.
If self-resolution fails, the ticket isescalated to an agent.
It is anofficial feature in ServiceNow Virtual Agent.
It allows the chatbot tointercept incidentsand attempt resolution before escalation.
B. Ticket Resolver→Incorrect
"Ticket Resolver" isnot an official ServiceNow feature.
C. Virtual Agent Helper→Incorrect
No feature called "Virtual Agent Helper" exists in ServiceNow.
D. Web Intelligence→Incorrect
Web Intelligenceisnot related to ServiceNow Virtual Agent.
What is Incident Auto-Resolution?Why is "A. Incident Auto-Resolution" the Correct Answer?Why the Other Options Are Incorrect?
ServiceNow Docs: Virtual Agent & Incident Auto-Resolutionhttps://docs.servicenow.com/en-US/bundle/utah-virtual-agent/page/administer/virtual-agent/concept/incident-auto-resolution.html
References from Certified System Administrator (CSA) Documentation:This confirms that"Incident Auto-Resolution" is the correct answer, as it allowsVirtual Agent to intercept and resolve submitted incidents automatically.
When a user reports that they are not able to see modules on the application navigator, what can you do, to see what modules are visible to them?
Look up their password, so you can login with their account
Initiate a Connect Chat session
Install the Bomgar plug-in
Impersonate the user
Launch a NowChat window
If a user reports that theycannot see certain modulesin theApplication Navigator, the best way to troubleshoot is toimpersonate the user. Impersonation allows an administrator to see exactly what the user seeswithout needing their password.
Click on your profile icon (top-right corner).
SelectImpersonate User.
Search for and select theuser’s name.
The instance will reload, and you will see the UI as the user experiences it.
Navigate to theApplication Navigatorand check for missing modules.
Once done, clickStop Impersonation.
Ensures security(no need to reset or look up passwords).
Speeds up troubleshootingby allowing admins to replicate user issues.
Helps verify role-based access permissions.
Steps to Impersonate a User in ServiceNow:Why is Impersonation Useful?
Incorrect Answer Choices Explanation:A. Look up their password, so you can login with their account
This is asecurity violationand not an acceptable practice.
B. Initiate a Connect Chat session
Chatting with the user can help gather information, but it does not allow you to see what they see.
C. Install the Bomgar plug-in
Bomgaris a remote support tool, but impersonation is thebuilt-inand recommended method for troubleshooting in ServiceNow.
E. Launch a NowChat window
NowChat is used forcustomer support and collaboration, not for verifying module visibility.
Impersonate Users in ServiceNow
User Roles and Permissions
Official CSA Documentation Reference:
What is NOT an example of a UI Action?
Search
Form buttons
list Buttons
Related Links
InServiceNow,UI Actionsare used to addinteractive elementslikebuttons, links, and context menu itemsto forms and lists. They can triggerscripts, workflows, or other actionswhen clicked.
Form Buttons– Buttons that appear on a form (e.g.,Save, Update, Resolve Incident).
List Buttons– Buttons that appear in a list view and perform actions on multiple records.
Related Links– Links that appear in theRelated Linkssection of a form and provide quick navigation or actions.
Common Types of UI Actions:SinceForm Buttons, List Buttons, and Related Linksare alltypes of UI Actions, they arevalid UI Actions.
Search is a built-in system functionalitythat allows users to find records but doesnot involve UI Actions.
UI Actionsexecute predefined actions, whereasSearch simply retrieves and filters data.
ServiceNow search functions (Global Search, List Search, and Quick Search)arenot part of UI Actions.
B. Form Buttons→Valid UI Action
Appears on forms (e.g.,Submit, Save, Update).
C. List Buttons→Valid UI Action
Used in list views for bulk actions (e.g.,Close All, Approve Selected).
D. Related Links→Valid UI Action
Provides quick links in forms (e.g.,View CI Details, Reopen Ticket).
ServiceNow Docs: UI Actions Overviewhttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/form-administration/concept/c_UIActions.html
ServiceNow CSA Official Training Guide (UI Actions & User Interface Customization)
Why "Search" is NOT a UI Action?Why the Other Options Are UI Actions?References from Certified System Administrator (CSA) Documentation:
Which of the following protects applications by identifying and restricting access to available files and data?
Application Configuration
Verbose Log
Access Control Rules
Application Scope
Access Control Rules (ACLs) are a fundamental security feature in ServiceNow that protect applications by identifying and restricting access to files and data. ACLs define which users or roles have permissions to create, read, write, or delete data within an application.
Understanding Access Control Rules (ACLs)ACLs in ServiceNow operate based on three key elements:
Object Type– Defines what is being secured (table-level or field-level access).
Operation– Specifies the type of access (Create, Read, Write, Delete, Execute, etc.).
Condition & Script– Determines when access is granted (role-based permissions or specific conditions).
Data Security:Ensures that only authorized users can access specific data.
Granular Access:Controls permissions at the table and field level.
Regulatory Compliance:Helps organizations maintain security standards and data protection laws.
ServiceNow applies ACLs from the most specific to the most general (Field-level → Table-level → Global-level).
If no ACL explicitly allows access, the system denies it by default (Deny by Default Policy).
ACLs can be role-based, condition-based, or script-based for advanced security configurations.
A. Application Configuration– This refers to application settings but does not control access to data.
B. Verbose Log– Logging helps in debugging but does not secure applications or restrict access.
D. Application Scope– Defines application boundaries but does not control data access permissions.
ServiceNow CSA Documentation: Access Control Rules (ACLs)
ServiceNow Security Best Practices: Security and Access Control
Why Access Control Rules are Important?How ACLs Work in ServiceNow?Incorrect Answer Choices Explanation:Official CSA Documentation Reference:
The ServiceNow platform includes which types of interfaces? (Choose three.)
Now Mobile Apps
Agent Control Center
Back Office Dashboard
Service Portals
Now Platform® User Interfaces
Field Service Taskboard
TheServiceNow platformprovides variousinterfacesfor users to interact with the system based on their role and requirements. These interfaces cater to different use cases, such as web-based, mobile, and portal-based access.
Now Mobile Apps (A) –Correct
ServiceNow providesNow Mobile applicationsfor bothiOS and Android.
These apps allow users to access self-service options, request services, check approvals, and complete tasks from mobile devices.
Apps includeNow Mobile, Field Service Mobile, and Mobile Agent.
Service Portals (D) –Correct
Service Portalsprovide auser-friendly web interfacethat allows users tosubmit requests, search for knowledge, and interact with catalog itemsin a simplified way.
Service Portals are customizable and used forself-service and customer-facing interactions.
Now Platform® User Interfaces (E) –Correct
This includes the standardUI16 (Current Web Interface), UI Builder for custom interfaces, and theClassic UIfor legacy systems.
Users can access ServiceNow throughdesktop web browsers, mobile web interfaces, and UI frameworks.
B. Agent Control Center(Incorrect)
No such predefined interface exists in ServiceNow as "Agent Control Center."
C. Back Office Dashboard(Incorrect)
This is not a standard ServiceNow interface but may be a custom-built dashboard.
F. Field Service Taskboard(Incorrect)
This is afeaturewithinField Service Management (FSM), not a platform-wide interface.
ServiceNow User Interfaces Overview:https://docs.servicenow.com/en-US/bundle/utah-platform-user-interface/page/administer/navigation-and-ui/concept/c_NavigationAndTheUserInterface.html
Now Mobile App:https://docs.servicenow.com/en-US/bundle/utah-now-mobile/page/administer/service-now-mobile/concept/now-mobile-overview.html
Types of Interfaces in ServiceNow:Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:
What is a no-code approach to control the mandatory or read-only state of a form field?
UI Action
Client Script
UI Script
UI RuIe
UI Policy
AUI Policyis the preferredno-codeapproach in ServiceNow to dynamically control themandatory, read-only, or visibilitystate of form fields based on specified conditions. Unlike Client Scripts, which require JavaScript coding, UI Policies provide aneasy-to-configure, rule-based solution.
They allow administrators tocontrol form behaviorwithout scripting.
They arefaster and more efficientthan Client Scripts.
Theyrun on the client-side, meaning changes occur dynamically as users interact with the form.
Defineconditions(e.g., "Priority is High").
Setactions(e.g., make "Due Date" mandatory, read-only, or hidden).
Apply the UI Policy to the form automatically when the condition is met.
A. UI Action→ UI Actions create buttons, links, or context menu items; they do not control form fields.
B. Client Script→ While Client Scripts can achieve similar functionality, they require JavaScript coding, making them alow-coderather than ano-codesolution.
C. UI Script→ UI Scripts are reusable JavaScript libraries, not designed for controlling form fields.
D. UI Rule→ No such feature exists in ServiceNow.
Which of the following statements describes how data is organized in a table?
A column is a field in the database and a record is one user
A column is one field and a record is one row
A column is one field and a record is one column
A column contains data from one user and a record is one set of fields
InServiceNow (and databases in general), data is stored intables, which consist of:
Columns (Fields):Representindividual data attributes(e.g., Name, Email, Status).
Rows (Records):Representindividual entriesin the table (e.g., a specific Incident or User).
Key Concepts:Table
Columns (Fields)
Rows (Records)
Incident
Number, Caller, Priority, Description
Each unique incident entry
User
Name, Email, Role, Department
Each individual user record
A column represents a single field (data attribute), such as "Priority" or "Short Description."
A row represents a record (entry in the table), such as an individual incident or user.
A. A column is a field in the database and a record is one user→Incorrect
Records are not limited to users; a record could be an Incident, Change, or any other entry.
C. A column is one field and a record is one column→Incorrect
Arecord is not a single column; a record consists of multiple fields (columns).
D. A column contains data from one user and a record is one set of fields→Incorrect
Columns contain data for all users/records, not just one user.
A record is one row, not just a set of fields.
Why is "B. A column is one field and a record is one row" the Correct Answer?Why the Other Options Are Incorrect?
ServiceNow Docs: Understanding Tables and Fieldshttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/metadata/concept/c_TablesAndFields.html
References from Certified System Administrator (CSA) Documentation:
What are the three permission requirements that must evaluate to true for an access control rule to apply?
Choose 3 answers
Conditions
table.
Roles
Script
table."
table.none
In ServiceNow,Access Control Rules (ACLs)determine who cancreate, read, write, delete, or executerecords within a table. Each ACL rule evaluates three main permission requirements,all of which must be truefor the rule to apply. These requirements are:
TheConditions fieldin an ACL specifies predefined logic that must be met for the rule to apply.
Example: An ACL might specify that a record is only accessible if theStatefield is set to "Open".
Conditions areevaluated firstbefore checking roles or scripts.
ACLs can berestricted to users with specific roles.
If a user does not have the required role(s), the ACL denies access.
Example: Only users with the"itil"role can edit incidents.
If the ACL does not specify any role, all users may be eligible based on conditions and script evaluations.
ACL scripts provideadvanced conditional logicusingserver-side JavaScript.
Scripts allow complex rule evaluation, such as checking whether a user is the record’s creator.
Example: A script could restrict access to records wherecurrent.requested_for == gs.getUserID()(only allow users to see their own requests).
If a script is present in an ACL, it must returntruefor access to be granted.
Access control rules are only granted when all three evaluations return true.
Conditions act asfilters.
Roles definepermissions based on user roles.
Scripts allowadvanced access logic.
1. Conditions (A - Correct Answer)2. Roles (C - Correct Answer)3. Script (D - Correct Answer)Why "A. Conditions," "C. Roles," and "D. Script" are the Correct Answers?
B. Table – Incorrect
Access control appliesto specific tables, but defining a table itself is not one of the permission checks.
E. Table." – Incorrect
This is anincorrectly formatted optionand does not relate to access control evaluation.
F. Table.none – Incorrect
"Table.none" is not an evaluation factor in ACLs. Access control applies totable-level, field-level, and record-level, but "table.none" is not an access requirement.
Explanation of Incorrect Options:
ServiceNow Docs: Access Control Rules (ACLs) Overview
ServiceNow CSA Study Guide – Security and Access Control
ServiceNow Product Documentation: Evaluating ACLs and Permissions
References from Certified System Administrator (CSA) Documentation:
What is the primary application used to load data into ServiceNow?
Service Level Management
Configuration
System Import Sets
System Update Sets
InServiceNow,System Import Setsis the primary application used toimport and transform datafrom external sources into the platform. It provides a structured way toload data into tableswhile allowingdata transformation and mappingbefore final insertion.
Data Loading from External Sources:
Supports imports fromCSV, Excel, XML, JSON, and JDBC databases.
Allows data fromexternal systemsto be brought into ServiceNow.
Staging Area for Data Processing:
Imported data first enters atemporary staging table(Import Set Table).
Data can then betransformedbefore being committed to the target table.
Data Mapping and Transformation:
UsesTransform Mapsto map fields from theImport Set Tableto theTarget Table.
Supportsautomatic field mappingandscripted transformations.
Data Cleansing and Validation:
Duplicate records can bedetected and removed.
Invalid or missing data can becorrected before insertion.
Navigate to System Import Sets(All → System Import Sets → Load Data).
Upload the data file(CSV, XML, JSON, etc.).
Create a Transform Mapto define how data is mapped to the target table.
Run the transformationto move data from the Import Set Table to the final table.
Verify the datain the target table.
A company importsemployee recordsfrom an externalHR system (CSV file).
TheSystem Import Setsmodule loads this data into astaging table.
ATransform Mapmoves the data into theUser [sys_user]table.
Key Features of System Import Sets:Steps to Load Data Using Import Sets:Example Use Case:
Why Option C (System Import Sets) is Correct?System Import Sets is the primary tool for loading data into ServiceNow from external sources.
Why Other Options Are Incorrect?A. Service Level Management→ Incorrect
Service Level Management (SLM)is used to trackService Level Agreements (SLAs), not to import data.
B. Configuration→ Incorrect
Configuration Management (CMDB)helps trackconfiguration items (CIs)but does not handle data imports.
D. System Update Sets→ Incorrect
Update Setsare used tomove configurations and customizationsbetween instances,not to import data.
ServiceNow Docs – Importing Data with System Import Setshttps://docs.servicenow.com
ServiceNow Learning – Data Import & Transformation Best Practices
ServiceNow Developer Portal – Using Import Sets Efficiently
References from Certified System Administrator (CSA) Documentation:
What refers to an application or system that accesses a remote service or another computer system, known as a server?
Server
Client
Script
Policies
In computing and networking, aclientrefers to anapplication or system that accesses a remote service or another computer system (known as a server). The client-server model is a fundamental concept in computing, where:
A client sends requeststo a server.
The server processes the requestand sends back a response.
This architecture is widely used inweb applications, databases, and ServiceNowitself, whereclients interact with the ServiceNow platform (server) via a web browser or API requests.
In ServiceNow, theclienttypically refers toa user’s browser or an external system making requests via API calls.
Theserveris the ServiceNow instance, which processes requests and returns responses.
Client-side scripts(such asClient ScriptsorUI Policies) run on the user's browser, whileserver-side scripts(such as Business Rules and Script Includes) execute on the ServiceNow server.
How This Relates to ServiceNow:
A. Server→ A serverreceives requestsand processes them but is not the requesting entity.
C. Script→ A script is apiece of codethat executes certain actions but does not represent an entire system accessing a service.
D. Policies→ Policies definerules or behaviors(e.g., UI Policies, Data Policies) but do not access a remote service.
Why Other Options Are Incorrect:
ServiceNow Documentation:Client and Server in ServiceNow
CSA Exam Guide:CoversClient and Server architecturein ServiceNow.
Reference from CSA Documentation:
When searching using the App Navigator search field, what can be returned? (Choose four.)
Names of Applications and Modules
Names of Modules
Names of Applications
Favorites
History Records
Titles of Dashboard Gauges
TheApplication Navigator (App Navigator) search fieldin ServiceNow allows users to quickly findapplications, modules, and favoritesby typing relevant keywords. It helps in easy navigation by filtering available options as the user types.
Thefour correct answersdescribe what the App Navigator search field can return:
The search field can return bothapplicationsand their respectivemodulesin the left navigation panel.
Example: Searching for "Incident" will return:
Application:"Incident"
Modules:"All", "Open", "Resolved", "Create New"
Modulesare specific functionalities within an application.
Searching by a module name directly will display results that match the keyword.
Example: Searching for "Create New" will return modules like:
"Create New Incident"
"Create New Change Request"
The search field supports findingfull applicationsby their name.
Example: Typing "Change" will display theChange Managementapplication and its related modules.
If a user has marked specific modules or applications asFavorites, they will appear in search results.
This helps users quickly access commonly used features.
1. Names of Applications and Modules (Correct)2. Names of Modules (Correct)3. Names of Applications (Correct)4. Favorites (Correct)
Why the Other Options Are Incorrect:E. History Records (Incorrect)
TheHistory tabin the navigation panel showsrecently accessed records, but it isnot searchable through the App Navigator.
Instead, users can find history under:
History Module(System Settings > History)
Recent History Tabin the left navigation
F. Titles of Dashboard Gauges (Incorrect)
Dashboard Gaugesare visual elements onPerformance Analytics or Reporting Dashboardsand arenot searchablein the App Navigator.
Instead, dashboards and reports are found under:
Self-Service > Dashboards
Performance Analytics > Dashboards
A ServiceNow user wants toquickly access the "All Incidents" module.
They type "incident" into the App Navigator search.
The search results return:
Incident (Application)
All (Module)
Assigned to Me (Module)
Resolved (Module)
Example Use Case:This allows for quick navigation without manually expanding application menus.
Which of the following is used to initiate a flow?
A Trigger
Core Action
A spoke
An Event
InServiceNow Flow Designer, aTriggeris used toinitiateaflow. Triggers define the conditions under which a flow starts and can be based on various system events, schedules, or user actions.
(A) A Trigger – Correct
Triggers are the starting point of a flowin Flow Designer.
A flow will not execute unless a trigger condition is met.
Types of triggers include:
Record-based triggers(e.g., when a record is created, updated, or deleted)
Scheduled triggers(e.g., run at a specific time or interval)
Application-specific triggers(e.g., Service Catalog request submission)
(B) Core Action – Incorrect
Core Actionsare predefined actions that execute tasks within a flow, such as:
Sending notifications
Updating records
Calling APIs
They aresteps within a flow,notwhat initiates it.
(C) A Spoke – Incorrect
A spokein Flow Designer is a collection of actions and subflows related to a specific application or integration (e.g., ServiceNow ITSM Spoke).
Spokescontain actionsbut donotinitiate flows.
(D) An Event – Incorrect
Eventsin ServiceNow trigger Business Rules, Notifications, and Script Actions, but they arenot directly used to initiate flowsin Flow Designer.
However, aflow can be triggered based on an event, but the event itself is not the trigger—the flow’s trigger is configured to listen for the event.
Explanation of Each Option:
Triggers should be well-definedto prevent unnecessary flow executions that might impact performance.
Use Scheduled Triggersfor time-based workflows (e.g., daily reports).
Record Triggersare commonly used for automation within ITSM processes.
Debugging Triggers: Use theFlow Execution Detailspage to troubleshoot trigger execution.
Additional Notes & Best Practices:
ServiceNow Docs: Flow Designer Triggers
https://docs.servicenow.com
ServiceNow Community: Best Practices for Flow Designer Triggers
https://community.servicenow.com
References from Certified System Administrator (CSA) Documentation:
What is the master table that contains a record for each table in the database?
[sys_master_db]
[sys_db_object]
[sys_master_object]
[sys_object_db]
In ServiceNow,all tablesin the database are recorded in amaster tablecalled[sys_db_object]. This table stores metadata about each table in the system, including itsname, label, and other attributes.
Stores a record for every table in the ServiceNow instance.
Tracks essential table properties, such as thetable name, label, and whether it is an extension of another table.
Helps administratorsview, modify, or create new tablesin ServiceNow.
Used inTable Administration and Custom Table Development.
A. [sys_master_db]–
This tabledoes not existin ServiceNow.
C. [sys_master_object]–
There is no such table named "sys_master_object" in ServiceNow.
D. [sys_object_db]–
This tabledoes not existin ServiceNow.
The correct name issys_db_object.
Navigate toSystem Definition→Tables.
Search for the tablesys_db_object.
Open the table to see records representing all tables in the instance.
ServiceNow Docs: Understanding Tables and Fieldshttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/metadata/concept/c_TablesAndFields.html
ServiceNow CSA Official Training Guide (System Data and Tables Overview)
Key Functions of [sys_db_object]:Why the Other Options Are Incorrect?How to View the [sys_db_object] Table in ServiceNow?References from Certified System Administrator (CSA) Documentation:This confirms that[sys_db_object]is themaster tablethat contains a record for every table in the ServiceNow database.
Which term best describes something that is created, has worked performed upon it, and is eventually moved to a state of closed?
report
workflow
event
task
In ServiceNow, ataskis a record that represents work that needs to be completed. It follows a lifecycle where it is:
Created– A task is generated, either manually or automatically (e.g., an incident, change request, or problem record).
Worked Upon– Users perform necessary actions, update statuses, and progress the task towards resolution.
Closed– Once completed, the task reaches a closed state, indicating that no further action is needed.
Tasks in ServiceNow are derived from theTask [task]table.
Common task-based records includeIncidents, Change Requests, Problems, and Service Requests.
Tasks follow a defined workflow and state transitions (e.g., New → Work in Progress → Resolved → Closed).
Key Features of a Task:
A. Report:
A report is a visualization of data and does not follow a lifecycle involving work or closure.
B. Workflow:
A workflow definesprocess automationand the movement of tasks, but it is not something that gets "worked upon" directly like a task.
C. Event:
Events are system-generated triggers that notify or automate actions, but they do not have a structured lifecycle like a task.
Why Other Options Are Incorrect:
ServiceNow Documentation:Task Management in ServiceNow
CSA Exam Guide:Coverstask recordsas fundamental entities that go through a lifecycle.
Reference from CSA Documentation:Thus, the correct answer isD. Task.
Which one of these applications is available to all users?
Change
Incident
Facilities
Self-Service
In ServiceNow, access to applications is controlled byroles. Most applications, such asIncident, Change, and Facilities, require specific roles to access them. However, theSelf-Serviceapplication is available to all users, including those with the base"ess" (Employee Self-Service)role, which is assigned to every user by default.
Why "D. Self-Service" is the correct answer?TheSelf-Serviceapplication is designed for general users (end users, employees, customers) who do not have elevated permissions. It provides access to:
TheService Catalog(to request IT services, software, and hardware).
TheKnowledge Base(to search for articles and solutions).
Viewing and tracking submitted requests and incidents.
Submitting new incidents or requests.
Since it is meant forall users, it does not require any additional roles beyond the default ones given to employees or customers.
A. Change– Incorrect. TheChange Managementapplication is typically restricted toITIL users(users with theitilrole) and change managers. End users do not have access to this module.
B. Incident– Incorrect. While end users can create and view their own incidents viaSelf-Service, theIncident Managementmodule itself is restricted to IT support staff (users with theitilrole or higher).
C. Facilities– Incorrect. TheFacilitiesapplication, which includes asset tracking and work orders, is typically restricted to users managing physical assets or facility-related tasks. It is not available to all users by default.
ServiceNow Product Documentation - Self-Service Application Overview
ServiceNow CSA Study Guide - User Roles and Permissions
ServiceNow Docs: Access Control and Application Scope
Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
Which of the following are a type of client scripts supported in ServiceNow? (Choose four.)
onSubmit
onUpdate
onCellEdit
onLoad
onEdit
onChange
onSave
InServiceNow,Client Scriptsare used to execute JavaScript codeon the client-side (browser)to control form behavior, validate data, or enhance user interaction.
Types of Client Scripts in ServiceNow:There arefourtypes of Client Scripts supported in ServiceNow:
onLoad (Option D)
Runswhen a form loads.
Used to pre-fill fields, hide/show elements, or set default values.
Example: Automatically setting the "Priority" field toHighwhen a new incident is created.
onChange (Option F)
Runswhen a specific field value changes.
Used for dynamic form behavior, such as making fields mandatory based on another field's value.
Example: If "Category" is changed to "Hardware," then show the "Hardware Type" field.
onSubmit (Option A)
Runswhen the form is submitted.
Used for final validation before allowing submission.
Example: Preventing submission if a mandatory field is left empty.
onCellEdit (Option C)
Runswhen a cell value is edited inline in a list view.
Used to trigger immediate validation or updates without opening the full form.
Example: Displaying an alert when a user directly changes an incident's priority from a list view.
Why Are the Other Options Incorrect?B. onUpdate
No "onUpdate" client script type exists in ServiceNow.
"onUpdate" is relevant inBusiness Rules, not Client Scripts.
E. onEdit
No "onEdit" client script type exists.
Similar functionality can be achieved with "onChange" or "onCellEdit" scripts.
G. onSave
No "onSave" client script type exists.
"onSubmit" handles validation before saving a record.
Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Client Scripts
????ServiceNow Client Scripts Documentation
"Client Scripts can beonLoad, onChange, onSubmit, or onCellEditdepending on when they execute."
Conclusion:The correct answers are:
A. onSubmit(Runs when submitting a form)
C. onCellEdit(Runs when editing a list cell)
D. onLoad(Runs when a form loads)
F. onChange(Runs when a field value changes)
What is a formatter? Select one of the following.
A formatter allows you to configure applications on your instance
A formatter is a form element used to display information that is not a field in the record
A formatter allows you to populate fields automatically
A formatter is a set of conditions applied to a table to help find and work with data
Aformatterin ServiceNow is aUI elementthat is added to a form to display useful information that isnot stored as a field in the database record.
Itenhances the form UIby providing additional context or tools for users.
Formattersdo not store datain the underlying database table.
They aredrag-and-drop elementsthat can be added to forms using theForm Layout editor.
Activity Formatter– Displays the history of updates, comments, and work notes.
Process Flow Formatter– Shows a graphical representation of the record's workflow.
Parent Breadcrumb Formatter– Displays the hierarchy of parent-child relationships.
CI Relations Formatter– Shows Configuration Item (CI) relationships in CMDB.
User Approval Formatter– Displays approval status and history.
Key Characteristics of a Formatter:Common Examples of Formatters in ServiceNow:
Why is Option B Correct?A formatter is a form element used to display information that is not a field in the record.
It provides additionalvisual or functional elementson a form without altering stored data.
Why Are the Other Options Incorrect?A. "A formatter allows you to configure applications on your instance."
Incorrect:Formattersdo not configure applications; they only modify the form layout for better user experience.
Correct Alternative:Application configuration is done viaSystem ApplicationsorApplication Navigator.
C. "A formatter allows you to populate fields automatically."
Incorrect:Formattersdo not fill or modify fields.
Correct Alternative:Business Rules, Client Scripts, and UI Policieshandle field population.
D. "A formatter is a set of conditions applied to a table to help find and work with data."
Incorrect:Thecorrect term for this is a Filter or Condition Builder, not a Formatter.
Correct Alternative:Filters are used inList Views, Reports, and Business Rules.
Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Form Layout and Formatters
????ServiceNow Formatters Documentation
"A formatter is aform element that displays information that is not a field in the recordbut enhances the user experience."
Which term refers to application menus and modules which you may want to access quickly and often?
Breadcrumb
Favorite
Tag
Bookmark
In ServiceNow,Favoritesallow users to quickly accessapplication menus and modulesthat they frequently use. By marking an application menu or module as a favorite, it appears under theFavorites tab in the Application Navigator, making navigation faster and more efficient.
(A) Breadcrumb – Incorrect
Breadcrumbs in ServiceNow show thenavigation pathwithin a list view or form.
They help users filter data quickly but donotstore shortcuts for quick access.
(B) Favorite – Correct
TheFavorite featurein ServiceNow allows users to save frequently used menus and modules for quick access.
Users canadd, remove, and reorderfavorites for better personalization.
Located in theApplication Navigator, favorites appear at the top for easy access.
Favorites can include forms, records, reports, or dashboards.
(C) Tag – Incorrect
Tagsare used toorganize and categorize records(e.g., incidents, problems, change requests).
Tags help users group related records but donotcreate direct menu shortcuts.
(D) Bookmark – Incorrect
ServiceNow doesnotuse the term "Bookmark" for quick access to menus and modules.
While users can bookmark URLs in a web browser, this is different from ServiceNow’s built-inFavoritesfeature.
Explanation of Each Option:
Users cancustomize Favoritesby renaming them or selecting an icon for better visibility.
Admins canpre-configure favoritesfor users based on roles to improve productivity.
Favorites improveuser efficiencyby reducing the number of clicks needed to reach frequently used items.
ServiceNow Docs: Using Favorites in the Application Navigator
https://docs.servicenow.com
ServiceNow Community: Personalizing the Application Navigator with Favorites
https://community.servicenow.com
Additional Notes & Best Practices:References from Certified System Administrator (CSA) Documentation:
Where can Admins check which release is running on an ServiceNow instance?
Memory Stats module
Stats module
System.upgraded table
Transactions log
In ServiceNow, administrators can check whichrelease versionis running on an instance by navigating to theStats module. This module provides various system statistics, including the current release name, build number, and other important system details.
Navigate toSystem Diagnostics→Stats(or simply type “Stats” in the navigation filter).
Scroll down to find theBuild nameandVersionfields.
The displayed version follows the standard ServiceNow naming convention (e.g., "Washington DC Patch 2 Hotfix 1").
How to Check the Release Version via Stats Module:
A. Memory Stats module:
This module provides memory consumption details and performance-related information, but it does not show the instance version.
C. System.upgraded table:
While this table records upgrade history and past version changes, it does not display the current version running on the instance.
D. Transactions log:
This log captures user activities and system transactions but does not provide release version details.
Why Other Options Are Incorrect:
ServiceNow Documentation:View system version details
Certified System Administrator (CSA) Study Guide: CoversSystem Diagnostics → Stats Moduleas a key method to verify the running release version.
Reference from CSA Documentation:
A Service Catalog may include which of the following components?
Order Guides, Exchange Rates, Calendars
Order Guides, Catalog Items, and Interceptors
Catalog Items, Asset Contracts, Task Surveys
Record Producers, Order Guides, and Catalog Items
In ServiceNow, theService Catalogis a structured collection of IT and business services that users can request. It is designed to provide a self-service experience for end-users, streamlining service requests and automating fulfillment processes. The main components of a Service Catalog include:
Record Producers– These are simplified forms that allow users to create records in various tables without requiring direct access to those tables. They enable users to submit requests or incidents through the catalog in a user-friendly manner.
Order Guides– These facilitate the ordering of multiple related catalog items in a single request. For example, when a new employee is onboarded, an order guide can group multiple items such as a laptop, software access, and a phone.
Catalog Items– These are the individual items or services that users can request through the Service Catalog. Examples include hardware (like laptops and monitors), software access, and other business services.
Option A (Order Guides, Exchange Rates, Calendars)–
Exchange RatesandCalendarsare not part of the Service Catalog framework in ServiceNow.
While Exchange Rates may be relevant in financial applications, they do not define the core components of the Service Catalog.
Calendars are used for scheduling, but they do not form part of the Service Catalog structure.
Option B (Order Guides, Catalog Items, and Interceptors)–
Interceptorsare used to guide users through form-based submissions, but they are not a fundamental component of the Service Catalog.
Order Guides and Catalog Items are correct, but the presence of Interceptors makes this option incorrect.
Option C (Catalog Items, Asset Contracts, Task Surveys)–
Asset Contractsrelate to IT Asset Management (ITAM) and are not core Service Catalog components.
Task Surveysare used for feedback collection but are not part of the core structure of a Service Catalog.
What is the function of user impersonation?
Testing and visibility
Activate verbose logging
View custom perspectives
Unlock Application master list
InServiceNow,User Impersonationallows anadmin or a user with the appropriate roleto temporarily act as another userwithout needing their password. This is mainly used fortesting and visibility, helping administrators and developers verify user permissions, role-based access, and UI experiences.
Testing Permissions & Roles
Ensures thatusers have the correct access rights(e.g., verifying ITIL user permissions for incident management).
Helps testUI Policies, Business Rules, and ACLs (Access Control Rules)by viewing the system from the perspective of different roles.
Debugging & Troubleshooting
Identifies why a usercannot access certain records or modules.
Helps inresolving permission-related issueswithout affecting live users.
Experience Validation
Ensures userssee the correct menus, fields, and optionsbased on their assigned roles.
Useful when developingnew applications, workflows, or Service Catalog items.
Admins and authorized userscan impersonate by clicking on their name in the top-right corner and selectingImpersonate User.
Once impersonated, all actions are logged for security and compliance.
Primary Functions of User Impersonation:How to Use Impersonation:
(A) Testing and visibility – Correct
The primary function ofuser impersonationis totest and verify what different users can see and doin the system.
It helps withdebugging UI, role-based access, ACLs, and workflow execution.
(B) Activate verbose logging – Incorrect
Verbose loggingis used fordetailed debugging and performance monitoring, butimpersonation does not enable logging features.
(C) View custom perspectives – Incorrect
ServiceNow doesnotuse the term "custom perspectives" in the context of impersonation.
Impersonationshows what a specific user sees based on their roles, but it doesnot create custom perspectives.
(D) Unlock Application master list – Incorrect
There isno such featureas an "Application Master List" that requires impersonation to unlock.
Application access is controlled byroles and permissions, not impersonation.
Explanation of Each Option:
Never impersonate a user without permission, especially in production environments.
All impersonation actions are loggedin the system for security and auditing purposes.
Use impersonation in a sub-production (development or test) instancebefore making changes to production.
Admins should use impersonation instead of logging in with test user accountsto maintain security and accountability.
Additional Notes & Best Practices:
ServiceNow Docs: Impersonating Users
https://docs.servicenow.com
ServiceNow Community: Best Practices for User Impersonation
https://community.servicenow.com
References from Certified System Administrator (CSA) Documentation:
When working on a form, what is the difference between Insert and Update operations?
Insert creates a new record and Update saves changes, both remain on the form
Insert creates a new record and Update saves changes, both exit the form
Insert saves changes and exits the form, Update saves changes and remains on the form
Insert saves changes and remains on the form, Update saves changes and exits the form
InServiceNow, when working with forms (such as Incident, Change, or Task forms), users can perform different actions tosave records. The two key operations in this context areInsertandUpdate.
Creates a new record in the database.
Saves the record and exits the form(returns to the list view or the previous screen).
The form is cleared after inserting the record.
It doesnotmodify an existing record; instead, it generates anew record with a new unique sys_id.
Example:
A user creates a newIncident, fills in details, and clicksInsert.
The systemsaves the new Incident and exitsto the list view.
Saves changes to an existing record.
Remains on the form after saving.
It doesnot create a new record; itmodifies the existing recordin place.
Example:
A user opens an existing Incident, changes the Priority, and clicksUpdate.
The systemsaves the changes but keeps the user on the form.
1. Insert Operation (Correct Description in Option C)2. Update Operation (Correct Description in Option C)
Why the Other Options Are Incorrect:A. Insert creates a new record and Update saves changes, both remain on the form (Incorrect)
Insert does not remain on the form; it exits after creating a new record.
B. Insert creates a new record and Update saves changes, both exit the form (Incorrect)
Update does not exit the form; it remains on the form after saving.
D. Insert saves changes and remains on the form, Update saves changes and exits the form (Incorrect)
Insert exitsafter creating a new record.
Update remains on the form, not exits.
Insert and Stay: This is avariation of Insert, whichcreates a new record but keeps the form openfor additional edits.
Submit vs. Insert:
Submitis typically used when submitting a form for workflow processing (e.g., Service Catalog Requests).
Insertexplicitly saves a record as a new entry.
Additional Notes:
Example Scenario in Incident Management:Action
Result
Click "Insert"
Creates anewIncident andexitsthe form.
Click "Update"
Saves changes to theexistingrecord andstays on the form.
Which statement is true about business rules?
A business rule must run before a database action occurs
A business rule can be a piece of Javascript
A business rule must not run before a database action occurs
A business rule monitors fields on a form
Abusiness rulein ServiceNow is a server-side script written inJavaScriptthat executes when a record is inserted, updated, deleted, or queried. Business rules allow for automation and enforcement of business logic without requiring manual intervention.
Business rules arenot tied to formsbut instead runon the server-sidewhen a database operation occurs. They can be configured to execute:
Beforea record is saved (Before Business Rule)
Aftera record is saved (After Business Rule)
Asynchronously(Async Business Rule)
Before a query is run on the database(Query Business Rule)
Explanation of the Correct Answer:B. A business rule can be a piece of JavaScript(Correct)
Business rules are written inJavaScript, allowing administrators to define custom logic that executes on the server.
These scripts can modify data, enforce rules, validate fields, or trigger other workflows.
Example JavaScript snippet for a business rule:
if(current.state=='3'&& current.priority!='1') {
current.priority='1';
gs.addInfoMessage("Priority set to High because state is Resolved.");
}
This rule ensures that if an incident's state is changed toResolved, its priority is automatically set to High.
Why the Other Options Are Incorrect:A. A business rule must run before a database action occurs (Incorrect)
Business rulescan run before a database action occurs, but they can also executeafterorasynchronously.
Business rules have four execution types:
Before– Runs before the record is inserted/updated in the database.
After– Runs after the record is committed to the database.
Async– Runs in the background after the transaction completes.
Query– Runs before data is returned to a user (modifies query results).
C. A business rule must not run before a database action occurs (Incorrect)
This is false because some business rulesdo run beforea database action (e.g., aBefore Business Rulecan validate data before saving).
D. A business rule monitors fields on a form (Incorrect)
Business rulesdo not monitor form fields directly. Instead, they execute based on database operations.
If real-time monitoring of form fields is needed,Client Scripts(not Business Rules) are used for this purpose.
Automaticallyassigning prioritybased on ticket severity.
Preventing updates to certain records if a condition is not met.
Sending email notifications when a record changes.
Modifying data before it is saved to enforce business policies.
Example Use Cases for Business Rules:
A form displays information about one record at the top, for example a User, Additional records, which are associated with that
User, are displayed on tabs at the bottom of the form. What are those tabs called?
Additional Info
More Info
Related Links
Related Lists
InServiceNow, when viewing a record in aform view, thetop sectionof the form displaysdetails about that record, while thebottom section(if enabled) displaysrelated records that are associated with it.
These sections at the bottom of the form are calledRelated Lists.
Displays Records from Related Tables
Related Lists showone-to-manyormany-to-manyrelationships between records.
Example: On aUserform, Related Lists might include:
Groups(shows all groups the user belongs to)
Roles(lists roles assigned to the user)
Incidents Assigned(shows all incidents assigned to the user)
Automatically Generated Based on Table Relationships
ServiceNow automatically generates Related Lists based onReference Fields, Many-to-Many (M2M) tables, or Database Views.
Admins canconfigure which Related Lists appearviaForm Layoutsettings.
Configurable in Form Design & UI Policies
Related Lists can beenabled or disabledusing:
Form Layout(Configure → Related Lists)
UI PoliciesandClient Scripts
Key Characteristics of Related Lists:
A. Additional InfoIncorrect– There is no "Additional Info" feature in ServiceNow related to form layouts.
B. More InfoIncorrect– This is not a term used in ServiceNow for displaying related records.
C. Related LinksIncorrect–Related Linksprovidequick actions(e.g., "Create New Task") but donotdisplay related records.
Incorrect Answer Choices Analysis:
ServiceNow Docs – Related Lists????Related Lists Overview
ServiceNow Docs – Configuring Related Lists on Forms????How to Configure Related Lists
Official ServiceNow Documentation References:
Which of the following concepts are associated with the ServiceNow CMDB? (Choose four.)
Service Processes
User Permissions
Tables and Fields
A Database
The Dependency View
TheConfiguration Management Database (CMDB)in ServiceNow is a centralized repository that stores information aboutConfiguration Items (CIs), their attributes, and relationships. It plays a crucial role in IT Service Management (ITSM), helping organizations track assets, dependencies, and service impacts.
Thefour correct concepts associated with the CMDBare:
The CMDB is structured usingtablesandfieldswithin the ServiceNow database.
Different tables store different types ofConfiguration Items (CIs)such as servers, applications, and network devices.
Example CMDB Tables:
cmdb_ci(Base CMDB Table)
cmdb_ci_server(Stores server-specific CIs)
cmdb_ci_database(Stores database-related CIs)
Each table hasfieldsthat store attributes (e.g.,Serial Number, IP Address, Location).
The CMDB is essentially adatabasethat holds detailed information about IT assets and their relationships.
It enables organizations to maintain an accurate inventory of IT infrastructure.
The database helps withincident management, change management, and asset tracking.
Dependency Viewprovides agraphical representationof how Configuration Items (CIs) are related.
This visualization helps IT teamsunderstand dependencies, impact analysis, and root cause analysis.
Example:
If adatabase servergoes down, theDependency Viewcan show which applications and services will be affected.
The CMDB supports variousIT Service Management (ITSM) processes, such as:
Incident Management(linking incidents to affected CIs)
Change Management(analyzing the impact of changes on CIs)
Problem Management(identifying root causes of recurring issues)
The CMDB ensures that these processes operate with accurate and updated asset data.
1. Tables and Fields (Correct)2. A Database (Correct)3. The Dependency View (Correct)4. Service Processes (Correct)
Why the Incorrect Option is Wrong:B. User Permissions (Incorrect)
Whileuser permissions(such as roles and access controls) exist in ServiceNow, they arenot a fundamental concept of the CMDB itself.
Permissions (likecmdb_readoradmin) controlwho can access and modify the CMDB, but they are notcore CMDB components.
AnIT administratorwants to checkwhich business services depend on a specific database serverbefore performing maintenance.
Using theCMDB Dependency View, they see that the database server is linked to anemail serviceand acustomer portal.
This insight helps them plan achange requestto notify impacted users before the server is taken offline.
Example Use Case:
Reports can be created from which different places in the platform? (Choose two.)
List column heading
Metrics module
Statistics module
View / Run module
In ServiceNow, reports can be created from multiple locations within the platform. Reports provide insights into data stored within the system and help visualize trends, patterns, and key performance indicators (KPIs). The two correct locations from which reports can be created are:
ServiceNow allows users to create a report directly from a list view.
This feature is useful when working with records in a table, as it enables quick reporting based on the visible columns.
To generate a report from a list view:
Navigate to a list view (e.g., Incidents, Requests, etc.).
Click on acolumn headingto access the context menu.
SelectBar Chart, Pie Chart, or other visualization optionsto generate an instant report.
If needed, refine the report using the reporting interface.
TheView / Run moduleis the primary location for creating and managing reports in ServiceNow.
It allows users tocreate new reports, modify existing reports, and run pre-built reports.
Users can access theReport Designerfrom this module, where they can configure:
Data sources (tables)
Report type (bar chart, pie chart, trend, etc.)
Filters and conditions
Visualization settings
To access it:
Navigate toReports > View / Runin the Application Navigator.
ClickCreate a Reportto start building a new report.
1. List Column Heading (Correct)2. View / Run Module (Correct)Why the Other Options Are Incorrect:B. Metrics module (Incorrect)
TheMetrics modulein ServiceNow is used to track and measure the performance of records over time, but it isnot used to create reports.
Metrics focus on data such astime to resolution, SLA compliance, and process efficiency, but reporting is handled separately in the Reports module.
C. Statistics module (Incorrect)
ServiceNow does not have a dedicatedStatistics modulefor report creation.
While reports can generate statistical insights, this is done within theView / Run moduleand not a standalone "Statistics module."
Which are valid Service Now User Authentication Methods? (Choose three.)
XML feed
Local database
LDAP
SSO
FTP authentication
ServiceNow supports multiple authentication methods to verify user identities before granting access to an instance. The three valid authentication methods from the given options are:
Local Database Authentication
This is the default authentication method used in ServiceNow.
User credentials (username and password) are stored in the ServiceNow database.
Authentication is handled directly by ServiceNow without relying on external identity providers.
This is useful for small implementations or instances where external authentication is not required.
LDAP (Lightweight Directory Access Protocol)
LDAP allows ServiceNow to integrate withcorporate directory services, such as Microsoft Active Directory, to authenticate users.
Users authenticate using theircorporate credentials, reducing the need to maintain separate user accounts in ServiceNow.
ServiceNow connects to an LDAP server and verifies credentials without storing passwords in the ServiceNow database.
SSO (Single Sign-On)
Single Sign-On enables users to log into ServiceNow using an external identity provider (IdP).
ServiceNow supports various SSO protocols, including:
SAML 2.0 (Security Assertion Markup Language)
OAuth 2.0
OpenID Connect
Kerberos
This allows users to authenticate once and gain access to multiple applications, improving security and user experience.
A. XML feed–
XML feeds are used for data exchange,not authentication.
ServiceNow can consume XML feeds for integrations but does not use XML feeds to authenticate users.
E. FTP authentication–
FTP (File Transfer Protocol) is used for transferring files between systems and isnot a valid authentication methodin ServiceNow.
ServiceNow Docs: User Authentication Methodshttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/security/concept/user-authentication-methods.html
ServiceNow CSA Official Training Guide (User Authentication & Security)
Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:These references confirm thatLocal Database, LDAP, and SSOare valid authentication methods in ServiceNow.
Record numbers have to be manually incremented
True
False
In ServiceNow,record numbers are automatically generated and incrementedby the system. Each record created in a table receives a unique identifier based on a predefinednumber format.
Each table that extends the "task" or other core tables has a default numbering format.
Numbering is automatic, meaning users donothave to manually increment numbers.
The numbering format follows aprefix + incremental number(e.g., INC0001001 for incidents, CHG0002001 for changes).
The system ensuresunique sequential numberingwithin each table.
How Record Numbering Works:Configuring Auto-Numbering:Admins can customize numbering formats by modifying the"Number Maintenance"module:
Navigate toSystem Definition → Number Maintenance.
Select a table and configure theprefix, length, and starting number.
Changes apply automatically to new records created in that table.
Record numbersdo not require manual updates; the system handles it automatically.
Users can changeformat settings, butcannot manually increment individual record numbers.
ServiceNow prevents duplicate numbers to maintain data integrity.
Why "False" is the Correct Answer:
Manual incrementing isnotrequired or possible for individual records.
The platform automatically assigns the next sequential number to each record.
Why "True" is Incorrect:
ServiceNow Documentation:Number Maintenance
CSA Exam Guide:Coversautomatic record numbering and Number Maintenance settings.
Reference from CSA Documentation:Thus, the correct answer is:
B. False
In what order should filter elements be specified?
Field, Operator, then Value
Field, Operator, then Condition
Operator, Condition, then Value
Value, Operator, then Field
When creating filters inServiceNow, the elements should be specified in the following order:
Field– The database field (column) that is being filtered.
Operator– The comparison method, such as "is", "contains", "greater than", etc.
Value– The specific data that the filter should match.
Example of a Properly Structured Filter:Imagine filtering a list ofIncidentswhere the priority is high. The filter would be structured as:
Field:Priority
Operator:is
Value:High
is– Matches an exact value
is not– Excludes a specific value
contains– Looks for a partial match
greater than– Finds records with a value greater than the specified one
less than– Finds records with a value less than the specified one
B. Field, Operator, then Condition– Incorrect.
"Condition" is not an individual filter element in ServiceNow; theoperatoralready defines the condition (e.g., "is", "contains").
C. Operator, Condition, then Value– Incorrect.
The field must comefirstto define what data is being filtered. The operator follows next.
D. Value, Operator, then Field– Incorrect.
This is completely reversed; you must specifywhat fieldyou are filtering first before applying conditions.
ServiceNow Product Documentation → Filters and Condition Builder
ServiceNow CSA Study Guide → Data Management and List Filters
ServiceNow List Views → Using Filters and Operators
Common Operators in ServiceNow Filters:Explanation of Incorrect Answers:References from Certified System Administrator (CSA) Documentation:
Which of the following allows a user to edit field values in a list without opening the form?
Data Editor
Edit Menu
List Editor
Form Designer
n ServiceNow, theList Editorallows users to edit field values directly within a list without opening the record in a form. This feature is particularly useful for making quick modifications to multiple records without the need to open each one individually.
Users navigate to a list view of records (e.g., an incident list).
If a field is editable via the List Editor, clicking on it will allow inline editing.
After making changes, users can pressEnteror click outside the field to save.
Inline Editing:Users can modify fields directly from the list.
Multi-Row Editing:Certain fields support bulk updates.
Security Controls:Admins can control which fields are editable via List Editor through dictionary settings.
Audit and History Tracking:Changes made via List Editor are logged for tracking purposes.
A. Data Editor:No such term as "Data Editor" exists in ServiceNow.
B. Edit Menu:This does not refer to inline editing; instead, it's a general menu for editing options.
D. Form Designer:Used for configuring form layouts, not for inline editing.
ServiceNow Product Documentation → Lists and List Editing
ServiceNow CSA Exam Guide → Covers List Editor as a core feature of instance configuration.
How List Editor Works:Key Features of List Editor:Why Other Options Are Incorrect:Reference from CSA Documentation:This verifies thatList Editoris the correct answer.
What is the purpose of flagging an article in a knowledge base?
To mark an article to read later.
Allow a user to submit feedback about an article
Reporting an error
InServiceNow Knowledge Management,flagging an articleis a feature that allows users toreport errors or issueswithin a knowledge article. This helps maintain article accuracy and ensures that outdated or incorrect information is addressed by knowledge managers.
Error Reporting
Users can flag an article if they findincorrect, outdated, or misleading information.
Knowledge managers receive anotificationabout flagged articles and can review them for updates.
Article Quality Control
Helps improve knowledge base content by allowing users topoint out inaccuracies.
Ensures that knowledge articles remainrelevant and useful.
Notifying Knowledge Managers
Flagged articles appear in theKnowledge Base Administration module, allowing managers totrack and resolve flagged issues.
A. To mark an article to read later
Incorrect: There isnobuilt-in "read later" feature in ServiceNow Knowledge Management.
Instead, users canbookmarkan article for quick access.
B. Allow a user to submit feedback about an article
Incorrect:
Feedback is submitted through theFeedback feature, which allows users to rate articles and provide comments.
Flaggingis specifically forerror reporting, not general feedback.
Key Purposes of Flagging an Article:Why Other Options Are Incorrect?
Flagging Knowledge Articles
Flagging an Article for Review
Managing Flagged Articles
Knowledge Management Administration
References from ServiceNow CSA Documentation:
Which type of tables may be extended by other tables, but do not extend another table?
Base Tables
Core Tables
Extended Tables
Custom Tables
InServiceNow, tables are structured in a hierarchical format wheresome tables can extend others, inheriting fields and properties. However, there are specific tables thatdo not extend any other table but can be extended—these are known asBase Tables.
Base Tables:
ABase Tableis a table thatdoes not extend another tablebutcan be extended by other tables.
It serves as afoundationfor creating new tables.
Example:
Task Table (task)– TheIncident, Problem, and Change tablesextend from the Task table.
Configuration Item Table (cmdb_ci)– Used as a base for various CI types.
Core Tables:
Core Tablesare thestandard tablesprovided by ServiceNow.
Theycan be base tables or extended tablesdepending on their role.
Example:
Task (task)andUser (sys_user)are core tables, but onlysome core tables are base tables.
Extended Tables:
Extended Tablesare tables thatinherit fields and functionalityfrom aparent table.
Example:
Incident (incident)extends fromTask (task).
Custom Tables:
Custom Tablesare tables thatdevelopers create for specific business needs.
They may or may not extend another table depending on their design.
Understanding Table Types in ServiceNow
Why Answer "A" is Correct:✔️"Base Tables" are tables that may be extended by other tables but do not extend another table.
These tablesdo not inherit fieldsfrom any other table.
They provide thefoundation for extensions, making them the top-level tables in ServiceNow’s data hierarchy.
Example: TheTask tableis a base table because it does not extend another table but serves as the foundation for many other tables (e.g., Incident, Problem, Change).
Why the Other Answers Are Incorrect:B. "Core Tables"
IncorrectbecauseCore Tables are standard ServiceNow tables, but theycan be either base or extended tables.
Not all core tables follow the definition of a base table.
C. "Extended Tables"
Incorrectbecause extended tablesinherit fields from parent tables, meaning theydo extend another table.
Example: TheIncident table extends from the Task table, making it anextended table.
D. "Custom Tables"
IncorrectbecauseCustom Tablescan beeither base or extended tablesdepending on how they are created.
If a developer chooses to extend an existing table, then it isnot a base table.
ServiceNow CSA Study Guide – Data Schema & Tables
ServiceNow Docs: Table Hierarchy & Extensions(ServiceNow Documentation)
ServiceNow Data Model Overview (Base Tables & Extended Tables)
References from the Certified System Administrator (CSA) Documentation:
Which of the following can be customized through the Basic Configuration UI 16 module? (Choose three.)
Banner Image
Record Number Format
Browser Tab Title
System Date Format
Form Header Size
TheBasic Configuration UI 16 modulein ServiceNow allows administrators to make basic UI customizations without needing to modify code or system properties manually. These settings apply to theoverall look and feelof the instance.
Banner Image (Option A)
Allows admins to change theServiceNow banner logoat the top of the page.
This is useful for branding the instance with a company’s logo.
Browser Tab Title (Option C)
Changes thetitle displayed on the browser tabwhen accessing the ServiceNow instance.
Helps customize the instance’s branding for different user environments (e.g., "IT Service Portal" instead of "ServiceNow").
System Date Format (Option D)
Allows admins toset the date formatdisplayed across the instance.
Helps standardize date display based on organizational or regional preferences (e.g.,MM/DD/YYYY vs. DD/MM/YYYY).
Customizable Elements via Basic Configuration UI 16:
Why Are the Other Options Incorrect?B. Record Number Format
Incorrect:The format of record numbers (such asINC0010001 for incidents) is controlled viaSystem Definition → Number MaintenanceandNOTin Basic Configuration UI 16.
E. Form Header Size
Incorrect:The form header size isnot directly customizable through Basic Configuration UI 16.
Form layout and styling changes are managed throughUI Policies, Client Scripts, or custom CSS configurations.
Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Basic Configuration UI 16
????ServiceNow UI Customization Documentation
"Basic Configuration UI 16 provides a simple way to modifybanner images, browser titles, and system-wide date formats."
Conclusion:The correct answers are:
A. Banner Image(Customizes the instance’s logo)
C. Browser Tab Title(Changes the browser tab text)
D. System Date Format(Sets the instance-wide date format)
????Understanding Basic Configuration UI 16 is important for ServiceNow administratorsto quickly apply branding and instance-wide display settings without modifying system properties manually.
What module in the Service Catalog application does an Administrator access to begin creating a new item?
Maintain Categories
Maintain Items
Content Items
Items
In ServiceNow, theService Catalogapplication allows administrators to create, configure, and manage catalog items that users can request. To create a new catalog item, administrators must access the correct module within theService Catalogapplication.
Maintain Categories (Option A)
This module is used to create and managecategorieswithin the Service Catalog.
Categories are used to organize catalog items into logical groups but do not allow the creation of actual catalog items.
Maintain Items (Option B)(Correct Answer)
This module is used tocreate, edit, and manage catalog itemsin the Service Catalog.
It provides options to define the item name, description, fields, workflows, and pricing details.
Administrators use this module when they want tobegin creating a new catalog item.
Content Items (Option C)
This module is related toContent Management System (CMS) and Knowledge Basebut is not used for creating standard Service Catalog items.
It allows administrators to create links to external content rather than actual requestable catalog items.
Items (Option D)
TheItemsmodule displays catalog items but does not allow an administrator to create new ones.
It is primarily forviewingitems rather than maintaining them.
Explanation of the Available Options:
The"Maintain Items"module is theonlymodule where administrators can create, edit, and manage catalog items in ServiceNow.
Other options either relate to categories, content management, or viewing existing items, making them incorrect choices.
Why is "B. Maintain Items" the Correct Answer?
ServiceNow Product Documentation - Service Catalog Administration????https://docs.servicenow.com/bundle/tokyo-it-service-management/page/product/service-catalog-management/concept/service-catalog-management.html
ServiceNow CSA Exam Guide - Service Catalog & Request Fulfillment
ServiceNow Fundamentals Training - Creating and Managing Catalog Items
References from Official CSA Documentation:
Which one of the following modules can be used to view field settings for a table?
Tables & Columns
Access Control
Columns and Fields
Tables and Fields
In ServiceNow,Tables & Columnsis the module that allows administrators to view and managefield settingsfor a table. This module provides a list of tables in the system along with details about theircolumns (fields), data types, and attributes.
Displaysall fields (columns)within a selected table.
Showsdata types, attributes, and configurationsof each field.
Allows admins toadd, modify, or removefields.
Provides details onrelationships between tables(e.g., reference fields, one-to-many relationships).
Navigate to:System Definition > Tables & Columns
Select a table to view itsfield settings.
B. Access Control – Incorrect
This module managessecurity rules (ACLs)for accessing records but does not display table field settings.
C. Columns and Fields – Incorrect
No such module exists in ServiceNow.
D. Tables and Fields – Incorrect
The correct module name is"Tables & Columns", not "Tables and Fields".
ServiceNow Docs: System Definition – Tables & Columns
ServiceNow CSA Study Guide – Table Administration
ServiceNow Product Documentation: Managing Fields in a Table
Key Features of the "Tables & Columns" Module:How to Access Tables & Columns in ServiceNow:Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
Which three Variable Types can be added to a Service Catalog Item?
True/False, Multiple Choice, and Ordered
True/False, Checkbox, and Number List
Number List, Single Line Text, and Reference
Multiple Choice, Select Box, and Checkbox
In ServiceNow’sService Catalog, variables are used to capture user input when they request catalog items. These variables allow for dynamic and customized data collection for different service requests.
Among the options provided, the three validvariable typesthat can be added to aService Catalog Itemare:
Multiple Choice:
This variable type presents users with multiple predefined options, but only allows them to selectoneanswer.
Example: "What type of laptop do you need?" with options:MacBook, Windows Laptop, Chromebook.
Select Box:
Similar to Multiple Choice but presented in a drop-down format, making it useful when space needs to be conserved in a form.
Example: "Select your department" with a drop-down list ofIT, HR, Finance, etc.
Checkbox:
A simpleTrue/Falsevariable that allows users to check a box to indicate a selection.
Example: "Do you need an external monitor?" (Checkbox can be checked for 'Yes' or left unchecked for 'No').
Option A (True/False, Multiple Choice, and Ordered)
True/Falseis not a variable type in the Service Catalog. ServiceNow usesCheckboxfor Boolean (Yes/No) values instead.
Orderedisnot a valid Service Catalog variable type.
Option B (True/False, Checkbox, and Number List)
True/False is incorrect(ServiceNow uses "Checkbox" instead).
Number List is not a valid Service Catalog variable type.
Option C (Number List, Single Line Text, and Reference)
Number List is not a valid variable type.
Single Line Text and Reference are valid variables but were not all correct in this case.
ServiceNow Docs: Service Catalog Variableshttps://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-catalog-management/concept/c_ServiceCatalogVariables.html
ServiceNow CSA Official Training Guide (Service Catalog & Request Management)
Why the other options are incorrect?References from Certified System Administrator (CSA) Documentation:
Which one of the following statements is a recommendation from ServiceNow about Update Sets?
Avoid using the Default Update set as an Update Set for moving customizations from instance to instance
Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions
Use the Baseline Update Set to store the contents of items after they are changed the first time
Once an Update Set is closed as “Complete”, change it back to “In Progress” until it is applied to another instance
Update Setsin ServiceNow are used tocapture customizations and configurationsmade in an instance, allowing these changes to be moved between instances (e.g., from development to test or production). ServiceNow provides best practices to ensure smooth migration and avoid issues with missing or conflicting updates.
What is an Update Set?
AnUpdate Setis a collection of customizations (e.g., changes to forms, scripts, workflows, business rules) that can be moved from one instance to another.
Ittracks changesin a controlled way, preventing accidental loss of configurations.
Why Avoid Using the Default Update Set?
TheDefault Update Setis automatically used when no other update set is selected.
It captures changesbut should never be used for instance-to-instance migrationsbecause:
Itcannot be exported.
It contains system changes that arenot logically grouped.
It can causeinconsistencies and missing dependencieswhen moving updates.
Instead, administrators shouldcreate a named Update Setfor specific development work.
Understanding Update Sets in ServiceNow:
Why Answer "A" is Correct:✔️"Avoid using the Default Update Set as an Update Set for moving customizations from instance to instance."
This follows ServiceNow’sbest practicesfor managing Update Sets.
Using theDefault Update Setcan lead tomissing updates, conflicts, and untracked changes, making migrations unreliable.
Why the Other Answers Are Incorrect:B. "Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions."
Incorrectbecause ServiceNowrecommends that instances be on the same versionbefore applying Update Sets.
If instances are ondifferent versions, the Update Set may includeincompatible changes, causing failures.
C. "Use the Baseline Update Set to store the contents of items after they are changed the first time."
Incorrectbecause there is no such thing as a "Baseline Update Set" in ServiceNow.
ServiceNowdoes not automatically create a backup of original configurations—administrators should manually create an Update Set before making changes.
D. "Once an Update Set is closed as 'Complete,' change it back to 'In Progress' until it is applied to another instance."
Incorrectbecausea completed Update Set should not be reopened.
Once markedComplete, an Update Set isready for export and migration. Reopening it can causedata integrity issuesand confusion in version control.
ServiceNow CSA Study Guide – Update Sets & Configuration Management
ServiceNow Docs: Best Practices for Update Sets(ServiceNow Documentation)
ServiceNow Docs: Moving Customizations with Update Sets
References from the Certified System Administrator (CSA) Documentation:
Which one of the following statements describes the contents of the Configuration Management Database (CMDB)?
The CMDB contains data about tangible and intangible business assets
The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company
The CMDB archives all Service Management PaaS equipment metadata and usage statistics
The CMDB contains ITIL process data pertaining to configuration items
TheConfiguration Management Database (CMDB)in ServiceNow is a centralized repository that stores information aboutConfiguration Items (CIs), which can includeboth tangible and intangible business assets.
Tangible assets: Physical devices like servers, network components, and workstations.
Intangible assets: Software, applications, cloud services, licenses, and business services.
Relationships and Dependencies: CMDB maintains the relationships between CIs to help with impact analysis, change management, and troubleshooting.
What is Stored in the CMDB?CMDB plays a crucial role inIT Service Management (ITSM), ensuring that organizations haveaccurate and up-to-dateasset data for better decision-making.
(A) The CMDB contains data about tangible and intangible business assets – Correct
TheCMDB tracks and manages both physical (tangible) and virtual (intangible) assets.
Examples oftangible assets: Servers, routers, desktops, mobile devices.
Examples ofintangible assets: Cloud services, software applications, business services.
(B) The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company – Incorrect
Business Rules are not stored in the CMDB.
Business Rules in ServiceNow are part of the platform’s automation framework and control system behavior but donotdefine configuration items.
(C) The CMDB archives all Service Management PaaS equipment metadata and usage statistics – Incorrect
TheCMDB does not function as an archive; it maintains real-time, active data about CIs.
Usage statistics are stored in performance analytics and reporting tools, not in the CMDB.
(D) The CMDB contains ITIL process data pertaining to configuration items – Incorrect
While CMDBsupports ITIL processes, it doesnot store ITIL process datadirectly.
ITIL process data (e.g., incident, problem, change records) is stored inITSM modules, not in the CMDB itself.
CMDBdoes contain CI relationshipsthatsupportITIL processes likeIncident, Problem, and Change Management.
Explanation of Each Option:
CI Classes & Hierarchy: ServiceNow CMDB uses a hierarchical structure with variousCI Classes(e.g.,cmdb_ci,cmdb_ci_server,cmdb_ci_database).
CMDB Health Dashboard: Ensures data accuracy withcompleteness, compliance, and correctnessmetrics.
Relationship Management: CIs in the CMDB are linked to show dependencies, which iscrucial for impact analysisin change and incident management.
Discovery & Service Mapping: ServiceNow’sDiscovery and Service Mappingtools helpautomate CI data collection.
Additional Notes & Best Practices:
ServiceNow Docs: CMDB Overview
https://docs.servicenow.com
ServiceNow Community: Best Practices for CMDB Data Accuracy
https://community.servicenow.com
References from Certified System Administrator (CSA) Documentation:
What is a characteristic of importing data into ServiceNow?
An existing Transform Map can be used one time on the same import set
Coalesce fields are used only after running Transform
Any user can manage and set up import sets
An existing Transform Map can be used multiple times on the same import set
When importing data intoServiceNow, anImport Setis created, and aTransform Mapis used to map data from the Import Set table to a target table (such asincident,cmdb_ci, oruser).
ATransform Mapdefineshow data from an Import Set is transferred to the target table. One of its key characteristics is that it can beused multiple times on the same import setto reprocess data or correct mapping errors.
Import Set Table:
Temporary storage for incoming data.
Data remains in the Import Set table until transformed.
Transform Map:
Areusable mappingthat determines how fields in the Import Set correspond to fields in the target table.
Can be runmultiple timeson the same Import Set data.
Coalesce Fields:
Usedbefore transformationto determine whether toupdate existing records or create new ones.
Key Characteristics of Importing Data in ServiceNow:
You import a CSV file into anImport Set Table.
You apply aTransform Mapto map data to theUser (sys_user) table.
If an issue occurs, you canrerun the Transform Map on the same Import Setinstead of reimporting the file.
Example Scenario:
A. An existing Transform Map can be used one time on the same import set– Incorrect.
Transform Maps can be reusedmultiple times on the same Import Set data.
B. Coalesce fields are used only after running Transform– Incorrect.
Coalesce fields are used before transformationto determine if a record should be updated or inserted.
C. Any user can manage and set up import sets– Incorrect.
Onlyusers with the appropriate roles(such asimport_adminoradmin) can manage Import Sets.
Explanation of Incorrect Answers:
ServiceNow Product Documentation → Import Sets and Transform Maps
ServiceNow CSA Study Guide → Data Import and Management
ServiceNow Knowledge Base → Understanding Coalesce Fields in Import Sets
References from Certified System Administrator (CSA) Documentation:
What are the two pathways to view feedback left on a published article?
Knowledge > articles > My Flagged
Knowledge base > my knowledge > flagged articles
Knowledge > My articles > Flagged
Knowledge > articles > published
InServiceNow Knowledge Management, users can providefeedbackonpublished knowledge articlesby flagging them. This feedback helpsknowledge managers and authorsidentify errors, outdated information, or areas for improvement.
Toview feedback left on a published article, there are two primary pathways:
Pathway 1: Knowledge Base > My Knowledge > Flagged Articles
This option allowsknowledge managers and authorsto see all flagged articlesthey have authored or have access towithin a specificKnowledge Base.
Location:Knowledge Base → My Knowledge → Flagged Articles
Pathway 2: Knowledge > My Articles > Flagged
This option lets authorsview only their own articlesthat have been flagged.
Location:Knowledge → My Articles → Flagged
A. Knowledge > Articles > My Flagged
There isno direct "My Flagged" optionunderKnowledge > Articles.
D. Knowledge > Articles > Published
This showsall published articlesbut doesnot specifically show flagged (feedback) articles.
Navigate toKnowledge > My Articles > Flagged.
OR navigate toKnowledge Base > My Knowledge > Flagged Articles.
Open a flagged article to review thefeedback comments and reason for the flagging.
ServiceNow Docs: Managing Knowledge Feedback and Flagged Articleshttps://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/knowledge-management/task/review-article-feedback.html
ServiceNow CSA Official Training Guide (Knowledge Management & Feedback Handling)
Why the Other Options Are Incorrect?How to View Feedback in ServiceNow?References from Certified System Administrator (CSA) Documentation:This confirms that the correct pathways to view feedback on published articles are"Knowledge Base > My Knowledge > Flagged Articles"and"Knowledge > My Articles > Flagged".
The baseline Service Catalog homepage contains links to which of the following components?
Record Producers, Order Guides, and Catalog Items
Order Guides, Item Variables, and Workflows
Order Guides, Catalog Items, and Workflows
Record Producers, Order Guides, and Item Variables
TheService Catalogis a core feature in ServiceNow that provides users with a structured interface to request services and products. Thebaseline Service Catalog homepageincludes links to key components that help users navigate and submit requests efficiently. These components are:
Record Producers– These are forms that allow users to create records in tables other than the Request table (e.g., submitting an incident or a change request).
Order Guides– These help users request multiple related items in a single submission, streamlining complex orders.
Catalog Items– These are the individual products or services users can request, such as software installations, hardware requests, or access requests.
Option B: "Order Guides, Item Variables, and Workflows"– Incorrect, becauseItem VariablesandWorkflowsare not direct links on the Service Catalog homepage. Item Variables are attributes of Catalog Items, and Workflows handle backend processing but are not listed as a navigational component.
Option C: "Order Guides, Catalog Items, and Workflows"– Incorrect, because Workflows are not directly linked from the homepage.
Option D: "Record Producers, Order Guides, and Item Variables"– Incorrect, because Item Variables are part of Catalog Items but not a distinct link on the homepage.
ServiceNow Product Documentation - Service Catalog Overview
ServiceNow CSA Study Guide - Service Catalog Fundamentals
ServiceNow Docs: Service Catalog Components
Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
Which configuration allows you to use a script to coalesce data in Import Sets?
Multiple-field coalesce
No coalesce
Conditional coalesce
Single-field coalesce
InServiceNow Import Sets,coalescingis the process ofmatching existing recordsto avoid duplicate entries when importing data.Conditional coalesceis the only method that allows using ascriptto determine if records should be updated or inserted.
Single-field Coalesce (Incorrect)
Usesone fieldto determine if a record exists.
If a match is found, the record isupdated; otherwise, a new record is created.
Example: Usingemailas a coalesce field when importing user data.
Multiple-field Coalesce (Incorrect)
Usesmultiple fieldsto find a match.
If all specified fields match, the record isupdated. Otherwise, a new record is created.
Example: MatchingFirst Name + Last Name + Email.
No Coalesce (Incorrect)
Every import creates anew record, regardless of whether a similar record exists.
Conditional Coalesce (Correct)
Allows using ascript to define custom logicfor identifying records to update.
This isthe only coalescing method that supports scripting.
Example:
A script can check if eitheremailoremployee IDexists, andif neither exist, create a new record.
Types of Coalescing in Import Sets:
Understanding Coalesce in Import Sets
Import Set Coalescing
Conditional Coalesce Scripting
Using Conditional Coalesce
References from ServiceNow CSA Documentation:
Tables are made up of which of the following?
records
lists
forms.
fields
In ServiceNow,tablesare fundamental components of the platform's database structure. A table consists ofrecords (rows)andfields (columns)that store data.
Arecordis an individual entry in a table, similar to a row in a traditional database.
Each record represents a single entity (e.g., an incident, a user, a request).
Records are stored uniquely in the system and are identified by aSys ID(a globally unique identifier).
Afieldis an attribute of a record, like a column in a database.
Each field has a specificdata type(e.g., string, integer, date, reference).
Fields define what type of information can be stored in a record.
1. Records (Rows) – Correct Option2. Fields (Columns) – Correct OptionExample:TheIncident [incident]tableSys ID
Number
Short Description
Caller
State
123abc
INC001
System crash
John D
New
456def
INC002
Network issue
Jane S
Open
Records:INC001, INC002 (each row is a record).
Fields:Number, Short Description, Caller, State (each column is a field).
B. Lists – Incorrect
Listsare aviewof table data but are not a part of the table itself.
A list displays multiple records from a table but does not define the structure of a table.
C. Forms – Incorrect
Formsare user interfaces used to view or edit single records.
A form allows users to interact with the data stored in a table but is not part of the table structure itself.
ServiceNow Docs: Tables and Records
ServiceNow CSA Study Guide – Understanding Tables, Records, and Fields
ServiceNow Product Documentation: List and Form Views
Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
Which one of the following statements applies to a set of fields when they are coalesced during an import?
If a match is found using the coalesce fields, the existing record is updated with the information being imported
If a match is not found using the coalesce fields, the system does not create a Transform Map
If a match is found using the coalesce fields, the system creates a new record
If a match is not found using the coalesce fields, the existing record is updated with the information being imported
Coalescing is a crucial concept in ServiceNow's data import process. When a set of fields are marked as "coalesce" in aTransform Map, they act as unique identifiers to determine if an existing record should be updated rather than creating a new one.
If a match is found based on the coalesce field(s):
The system updates the existing record with the new data from the import.
If no match is found:
A new record is created.
How Coalescing Works in ServiceNow Imports:This means that coalescing helps maintain data integrity by preventing duplicate records while ensuring existing records receive updates when necessary.
When a record in the target table matches the value(s) in the coalesce field(s),ServiceNow updates that existing recordinstead of creating a new one.
This ensures that data is synchronized correctly rather than creating duplicate entries.
Option B (Incorrect):"If a match is not found using the coalesce fields, the system does not create a Transform Map."
The Transform Map isalways createdbefore the import process even starts. The presence or absence of a match has no impact on the Transform Map itself.
Option C (Incorrect):"If a match is found using the coalesce fields, the system creates a new record."
If a match is found, the existing record is updated,not replaced or duplicated.
Option D (Incorrect):"If a match is not found using the coalesce fields, the existing record is updated with the information being imported."
If a match isnotfound, anew recordis created, not an update to an existing one.
Why is Option A Correct?Why Are the Other Options Incorrect?
ServiceNow CSA Official Documentation on Data Import & Transform Maps:
ServiceNow Docs - Transform Maps
"If a field is coalesced, the system checks for matching records before inserting new ones. If a match is found, the existing record is updated; if no match is found, a new record is created."
Reference from Certified System Administrator (CSA) Documentation:
Conclusion:The correct answer isA. If a match is found using the coalesce fields, the existing record is updated with the information being imported.
????Understanding coalescingis vital for any ServiceNow administrator to ensure data integrity, avoid duplicates, and maintain system efficiency when handling data imports.
Buttons, form links, and context menu items are all examples of what type of functionality?
Business Rule
UI Action
Client Script
UI Policy
In ServiceNow,UI Actionsare used to add buttons, links, and context menu items to forms and lists, enabling users to perform specific actions easily. UI Actions are essential for customizing the user experience and streamlining workflow interactions.
UI Actions allow administrators to create interactive elements such as:
Buttons(e.g., "Save," "Approve," "Reject")
Form Links(Clickable links that trigger actions on a record)
Context Menu Items(Right-click menu options for records in lists and forms)
They can executeclient-side (via JavaScript)orserver-side (via scripts or GlideRecord API calls).
UI Actions enhance usability by allowing quick execution of tasks without navigating through multiple screens.
Understanding UI Actions in ServiceNow:
Why is Option B (UI Action) Correct?Buttons, form links, and context menu items are all created and managed using UI Actions in ServiceNow.
UI Actions define what happens when a button or menu item is clicked, including executing scripts, navigating to a different page, or performing an operation on a record.
Why Are the Other Options Incorrect?A. Business Rule
Business Rules runautomatically on the server-sidewhen records are inserted, updated, deleted, or queried.
They do not createbuttons, links, or context menu itemson the UI.
C. Client Script
Client Scripts execute on theclient-side (browser)and are used forform validation, field changes, and UI behavior modifications.
They do not create UI elements like buttons or menu items.
D. UI Policy
UI Policies dynamically changeform field behavior(e.g., hiding, showing, making fields mandatory, or read-only).
Theydo not add buttons or context menu items.
Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – UI Actions Overview
????ServiceNow UI Actions Documentation
"UI Actions add buttons, links, and context menu items on forms and lists to enhance user interaction with the ServiceNow platform."
Create Incident, Password Reset, and Report outage: what do these services in the Service Catalog have in common?
They direct the user to a record producer
They direct the user to a catalog property
They direct the user to a catalog UI policy
They direct the user to a catalog client script
InServiceNow,Create Incident, Password Reset, and Report Outageare examples ofService Catalog itemsthat guide users through submitting requests. These services are commonly implemented usingRecord Producers.
What is a Record Producer?ARecord Produceris a special type ofcatalog itemthat:
Creates recordsin a table (e.g., Incident, Change, or Request).
Provides auser-friendly interfacein the Service Catalog.
Maps user input fields to corresponding fieldsin the target table.
For example:
"Create Incident"uses a Record Producer to create a record in theIncident [incident]table.
"Password Reset"can create a record in acustom password reset tableor trigger a workflow.
"Report Outage"may create a record in theProblem or Incident table.
Why is Option A Correct?"They direct the user to a record producer."
These catalog servicesdo not create Service Requests (REQs) like normal catalog items.
Instead, theyuse Record Producers to generate records directly in specific tables (e.g., Incident, Change, Problem).
This allowscustom form fields, pre-filled values, and direct mappingto the target table.
Why Are the Other Options Incorrect?B. "They direct the user to a catalog property."
Incorrect:Catalog properties aresystem settingsthat control Service Catalog behavior, not user-facing forms.
Example:Catalog properties controlcart behavior, request approval rules, etc.
C. "They direct the user to a catalog UI policy."
Incorrect:UI Policies controlfield behavior (e.g., hiding, showing, making fields mandatory) on the formbut do not determine how the request is processed.
D. "They direct the user to a catalog client script."
Incorrect:Catalog Client Scripts controlform logic (such as auto-filling fields) but do not create records directly.
Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Record Producers in the Service Catalog
????ServiceNow Record Producers Documentation
"A Record Producer is acatalog itemthat lets users create records in a table instead of generating a standard request."
Conclusion:The correct answer isA. They direct the user to a record producer.
????Record Producers are widely used in ServiceNow's Service Catalog to simplify and streamline user requests, ensuring data is properly captured and processed.
Which one of the following statements describes the purpose of a Service Catalog workflow?
A Service Catalog workflow generates three basic components: item variable types, tasks, and approvals
Although a Service Catalog workflow cannot send notifications, the workflow drives complex fulfillment processes
A Service Catalog workflow is used to drive complex fulfillment processes and sends notifications to defined users or groups
A Service Catalog workflow generates three basic components: item variable types, tasks, and notifications
AService Catalog workflowin ServiceNow is a structured sequence of automated activities designed to manage and fulfill catalog requests. These workflows are essential in handlingapprovals, tasks, notifications, and process automationfor requests submitted through theService Catalog.
Drives Complex Fulfillment Processes:
When a user submits a catalog request, the workflow determines how it should be processed.
It automates the required steps, such asapprovals, task assignments, and record updates.
Different items in the catalog may require different workflows based on the request type.
Sends Notifications to Defined Users or Groups:
Service Catalog workflows includeemail and in-platform notificationsto keep users informed.
Notifications can be triggered at different stages, such as request submission, approval, fulfillment, and closure.
Example:If an item requires managerial approval, the workflow sends an approval request notification to the designated approver.
Approval and Task Automation:
Workflows can createapproval stepsfor request items before they proceed to fulfillment.
They can also generatetasksfor fulfillment teams based on predefined conditions.
Integration with Flow Designer and Other Automation Tools:
In newer ServiceNow versions,Flow Designeris often used instead of traditional workflows, but the core purpose remains the same.
Workflows can integrate withSLA (Service Level Agreements), script actions, and record updates.
Key Functions of a Service Catalog Workflow:Why Option C is Correct?"Drives complex fulfillment processes"→ Correct, as workflows automate and manage Service Catalog request fulfillment.
"Sends notifications to defined users or groups"→ Correct, since notifications are an integral part of ServiceNow workflows.
Why Other Options Are Incorrect?Option A:Incorrect – While workflows include tasks and approvals, they do not "generate item variable types." Variables are defined within catalog items, not workflows.
Option B:Incorrect – Workflowscan send notifications, making this statement false.
Option D:Incorrect – Similar to Option A, workflows do not generate "item variable types." Instead, they focus on fulfillment processes and notifications.
ServiceNow Product Documentation – Service Catalog Workflowshttps://docs.servicenow.com
ServiceNow Learning – Service Catalog and Workflow Automation
ServiceNow Developer Portal – Flow Designer & Workflow Automation
References from Certified System Administrator (CSA) Documentation:
What are the main UI component(s) of the ServiceNow Platform?
Banner Navigator
Banner Frame
Application Frame
Application Navigator
Content Menu
Content Frame
Themain UI components of the ServiceNow platformare designed to provide a structured and user-friendly experience for interacting with the system. These core UI elements include:
Banner Frame– Displays key information such as the logo, user profile, settings, and global search.
Application Navigator– Provides access to different modules and applications within ServiceNow.
Content Frame– Displays the main content area where users interact with forms, lists, and dashboards.
A. Banner Navigator– Incorrect terminology; the correct term isBanner Frame.
C. Application Frame– No such UI component exists in ServiceNow.
E. Content Menu– This is not a primary UI component; the correct term isContent Frame.
Why Other Options Are Incorrect:
ServiceNow Documentation:User Interface Overview
CSA Exam Guide:CoversBanner Frame, Application Navigator, and Content Frameas the three primary UI components.
Reference from CSA Documentation:Thus, the correct answer is:
B. Banner Frame, D. Application Navigator, F. Content Frame
Which of the following statement describes the purpose of an Order Guide?
Order Guides restrict the number of items in an order to only one item per request
Order Guide provide a list of guidelines for Administrators on how to set up item variables
Order Guide provide the ability to order multiple, related items as one request
Order Guides take the user directly to the checkout without prompting for information
InServiceNow Service Catalog, anOrder Guideis a feature that allows users toorder multiple, related catalog items in a single request, simplifying the ordering process.
Helps usersrequest multiple items togetherinstead of submitting separate requests.
Ensures that related items are grouped logically (e.g., when onboarding a new employee, an Order Guide can include a laptop, software licenses, and access to required applications).
Usesvariables and rulesto pre-fill certain values and guide users through the ordering process.
Reduces the number of individual requests and makes fulfillment more efficient.
Purpose of an Order Guide:
(A) Order Guides restrict the number of items in an order to only one item per request – Incorrect
This isnot truebecause Order Guides allow users to requestmultiple itemsat once.
Asingle request (REQ#) is generatedthat contains multiple Requested Items (RITMs).
(B) Order Guides provide a list of guidelines for Administrators on how to set up item variables – Incorrect
Order Guides are forusers, not just administrators.
Theydo not provide setup guidelines; instead, they simplify ordering for end-users.
(C) Order Guides provide the ability to order multiple, related items as one request – Correct
This is theprimary functionof an Order Guide.
Instead of placing separate orders for different catalog items, a user can add allrelateditems to asingle request.
Example:Employee Onboarding Order Guide
Laptop
Email account
VPN access
Software (e.g., Microsoft Office, Adobe Suite)
(D) Order Guides take the user directly to the checkout without prompting for information – Incorrect
Order Guidescan include user prompts(variables, conditions) before checkout.
Users may be asked for specific detailsbeforesubmitting the request (e.g., laptop specifications, software preferences).
Explanation of Each Option:
Use dynamic variables: Order Guides can ask questions that determine which items should be included in the request.
Improve user experience: Order Guides streamline ordering, ensuring users request all necessary items without forgetting anything.
Enhance fulfillment efficiency: Since multiple items are grouped in one request, IT and fulfillment teams can process them together, reducing delays.
Example Use Cases:
New Hire Onboarding(laptop, software, security badge, phone)
Office Setup Request(desk, chair, monitor, accessories)
Additional Notes & Best Practices:
ServiceNow Docs: Order Guides Overview
https://docs.servicenow.com
ServiceNow Community: How to Configure an Order Guide
https://community.servicenow.com
References from Certified System Administrator (CSA) Documentation:
A REQ number in the Service Catalog represents…
the order number.
the stage.
the task to complete.
the individual item in the order.
In theServiceNow Service Catalog, aREQ numberrepresents aRequest (REQ) record, which functions as anorder numberfor a service request. When a user submits a request through the Service Catalog, the system generates aRequest (REQ) record, which tracks the overall order.
REQ (Request Record) – The Order Number
This is theparent recordthat represents the entire order/request submitted by the user.
It contains key details such as the requester, the total cost, approval status, and the overall request state.
Example:REQ0010023
RITM (Requested Item) – The Individual Catalog Item
Each item requested within a REQ has its ownRequested Item (RITM) record.
The RITM tracks the fulfillment of a specific item within the order.
Example:RITM0010456(a single laptop ordered in a request)
TASK (Catalog Task) – The Actions to Complete the Request
Catalog Tasks (TASK) are created under an RITM to handle specific fulfillment steps.
Multiple tasks can exist under a single RITM, assigned to different fulfillment teams.
Example:TASK0013456(a task assigned to IT Support to configure the laptop)
Breakdown of the Service Catalog Request Structure:
Why the Other Options Are Incorrect:B. The stage (Incorrect)
Thestageof a request is part of the request lifecycle (e.g., Approval, Fulfillment, Completed), but it is not represented by theREQ number.
C. The task to complete (Incorrect)
Atask to completeis represented by aCatalog Task (TASK), not theREQ number.
Tasks are specific actions assigned to fulfill an item request.
D. The individual item in the order (Incorrect)
Anindividual itemin a Service Catalog request is represented by aRequested Item (RITM), not theREQ number.
Example Scenario:A user submits a request for anew laptop and a software license:
REQ0012345→ Tracks the overall request (Order Number)
RITM0016789→ Laptop Request
TASK0018901→ IT configures the laptop
RITM0016790→ Software License Request
TASK0018902→ IT assigns the software license
What are the two aspects to LDAP Integration?
Data Population
Data formatting
Authorization
Authentication
LDAP (Lightweight Directory Access Protocol) Integrationin ServiceNow enables organizations to connect theircorporate directory services (such as Microsoft Active Directory)with their ServiceNow instance. This integration helps manageuser authentication and data synchronizationefficiently.
There aretwo key aspectsof LDAP Integration in ServiceNow:
Authentication
LDAP is commonly used foruser authentication, allowing users to log in to ServiceNow using theircorporate credentials.
Instead of storing passwords in ServiceNow, authentication requests are sent to theLDAP serverto verify the user's identity.
This helps in maintainingcentralized identity managementacross the organization.
Data Population
LDAP can be used toimport user and group informationinto ServiceNow.
This process is known asdata synchronization, where attributes such asusernames, email addresses, department details, roles, and group membershipsare pulled from LDAP and stored in ServiceNow.
This ensures that user information in ServiceNow isalways up-to-datewith the organization's directory.
B. Data Formatting–
While ServiceNow does process data from LDAP, "Data Formatting" isnotan aspect of LDAP integration.
Formatting refers to structuring or modifying data but is not a core function of LDAP integration.
C. Authorization–
Authorizationdetermines what a user can doafter authentication, such as assigning roles and permissions.
While ServiceNow can use LDAPgroupsto assign roles, the integration itselffocuses on Authentication and Data Populationrather than defining permissions within ServiceNow.
ServiceNow Docs: LDAP Integration Overviewhttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/integrate/authentication/concept/c_LDAPIntegration.html
ServiceNow CSA Official Training Guide (LDAP Integration & User Authentication)
Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms that the two main aspects of LDAP Integration in ServiceNow areAuthentication and Data Population.
A role is recorded in which table?
Role[sys_user]
Role[sys_user_profile]
Role[sys_user_record]
Role[sys_user_role]
In ServiceNow,rolesdefine the level of access a user has within an instance.Roles are stored in thesys_user_roletable.
Definition of a Role:
Aroleis a collection ofpermissionsthat grant access to different parts of the system.
Example:Theadminrole grants full access, while theitilrole allows incident management access.
sys_user_role Table:
This tablestores role recordsand their associated metadata.
Every role has aunique sys_id, aname, and may be associated withparent roles(role inheritance).
Users are linked to roles through thesys_user_has_roletable.
How Roles Work in ServiceNow:
A user assigned a role gainsall the permissionsassociated with that role.
Roles can behierarchical(one role can inherit permissions from another).
Example:Theitil_adminrole includes all the permissions of theitilrole, plus additional privileges.
Key Details About Roles and sys_user_role Table:Why Option D (sys_user_role) Is Correct?sys_user_role→ The correct table where roles are recorded in ServiceNow.
Why Other Options Are Incorrect?A. sys_user→ Incorrect; this table stores user records, not roles.
B. sys_user_profile→ Incorrect; this table does not exist in ServiceNow.
C. sys_user_record→ Incorrect; this is not a valid table in ServiceNow.
ServiceNow Docs – Roles and Role Managementhttps://docs.servicenow.com
ServiceNow Table Schema – sys_user_role
ServiceNow Developer Portal – Role Hierarchy & Best Practices
References from Certified System Administrator (CSA) Documentation:
What is the name of the conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common tasks?
Answer Agent
live Feed
Virtual Agent
Connect Chat
Theconversational bot platforminServiceNowthat helps usersobtain information, make decisions, and perform common tasksis calledVirtual Agent.
What is Virtual Agent?Virtual Agent is achatbot frameworkin ServiceNow that allows users to interact with the system usingnatural language processing (NLP). It automates responses, guides users through processes, and integrates with ServiceNow workflows to resolve requests efficiently.
Conversational AI & Automation
Uses AI andNatural Language Understanding (NLU)to interpret user input and provide relevant responses.
Predefined Topics & Custom Topics
Comes with pre-built conversation topics (e.g., resetting passwords, requesting IT help) and allows organizations to create custom topics.
Multi-Channel Support
Works with platforms likeMicrosoft Teams, Slack, ServiceNow Chat, and web portals.
Self-Service Capabilities
Enables users to resolve issueswithoutcontacting the Service Desk, improving efficiency.
Integration with ServiceNow Workflows
Can trigger workflows tocreate incidents, update records, retrieve knowledge articles, or complete approvals.
A. Answer Agent
Incorrect: There is no feature named "Answer Agent" in ServiceNow.
B. Live Feed
Incorrect:Live Feedis a social collaboration tool in ServiceNow that allows users to post updates and interact with others, similar to a message board. It does not provide AI-based conversational assistance.
D. Connect Chat
Incorrect:Connect Chatis ServiceNow’s real-timecollaborative chat system, used for direct communication between users and support agents, but it isnot an AI-driven Virtual Agent.
Key Features of Virtual Agent:Why Other Options Are Incorrect?
ServiceNow Product Documentation - Virtual Agent
Virtual Agent Overview
Setting Up Virtual Agent
ServiceNow Conversational Interfaces
Virtual Agent vs. Connect Chat
References from ServiceNow CSA Documentation:
ServiceNow contains over 25 different report types. What are some of the types?
Choose 5 answers
Pie
Speedometer
Odometer
Thermometer
Horizontal Bar
Semi-Donut
Donut
ServiceNow providesover 25 report typesto visually represent data for analysis and decision-making. Reports can becharts, tables, or trend graphs, depending on the data set.
A. Pie
A circular chart thatshows proportionswithin a whole.
Example:Distribution of Incidentsby category (Hardware, Software, Network).
B. Speedometer
Agauge-style reportthat represents values within a range (low to high).
Example:Incident SLA Compliance Percentage.
C. Odometer
A report type similar to aSpeedometer, but shows asingle metric value.
Example:Number of Open Tickets in a Queue.
E. Horizontal Bar
Displaysbars horizontally, ideal for comparingmultiple categories.
Example:Number of Incidents per Assignment Group.
G. Donut
Similar to aPie Chart, but with ahole in the middle.
Example:Percentage of Change Requests by Risk Level (Low, Medium, High).
D. Thermometer
Not a standard ServiceNow report type.
No officialthermometer-stylereports exist.
F. Semi-Donut
Not a standard report type in ServiceNow.
ServiceNow supportsPie, Donut, and Speedometer, but not "Semi-Donut".
To apply a UI Policy to all views, which field should be set to true in its definition record?
Inherit
Reverse if false
On lowed
Global
UI Policiesin ServiceNow allow administrators to dynamically control the behavior of form fieldsbased on user input or conditions. If you want aUI Policy to apply to all form views, you must set theGlobalfield totrue.
D. Global
When theGlobalfield is set totrue, the UI Policy appliesto all viewsof the form.
This ensures that fields remainconsistentacross different layouts, regardless of the view being used.
Example:
AUI Policyhides the "Resolution Notes" fieldunlessthe "State" isResolved.
SettingGlobal = trueensures this rule appliesin all form views(Default, Mobile, or Workspace).
A. Inherit
Not a standard UI Policy fieldin ServiceNow.
Likely confused withrole inheritancein security settings.
B. Reverse if false
"Reverse if false"onlyreverses the policy's actionwhen the condition isnot met.
It doesnotcontrol whether the UI Policy applies to all views.
C. On lowed
Incorrect and not a valid ServiceNow UI Policy field.
Possibly atypoor misunderstanding of "Allowed Roles".
TESTED 06 Jul 2025
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