After you create a new table, what is the best practice regarding the navigation pane?
Choose 2 answers
Set the filter condition on the Application Menu
Set the font style on both the Application Menu and the Module
Specify which Roles are able ta see the Module
Specify which Roles are able to see the Application Menu
Create Application Menu with the same name as the table label
Create Module with the plural of the table label
When you create a new table in ServiceNow,best practices for the navigation paneensure that the table is properlyorganized, accessible, and followsrole-based visibility standards.
Modulesallow users tonavigate directly to the tablefrom the left navigation pane.
Settingrole-based accessensures that only authorized users can view or use the table.
Navigate toSystem Definition > Modules, and definewho can accessthe module usingroles.
This ensuresconsistencyin navigation and makes it easier for users to locate the table.
Example:If you create a table"Project Tasks", theApplication Menushould also be named"Project Tasks".
This followsServiceNow UI best practicesfor organization.
1. Specify which Roles can see the Module (Correct - C)2. Create an Application Menu with the Same Name as the Table Label (Correct - E)
A. Set the filter condition on the Application Menu →Incorrect
Application Menus do not requirefilter conditions; they are forgrouping related modulesunder a category.
B. Set the font style on both the Application Menu and the Module →Incorrect
Font stylesare not customizable in the navigation pane.
D. Specify which Roles can see the Application Menu →Incorrect
TheApplication Menuitself is usually visible to all users unless restricted bymodule-level roles.
The best practice is torestrict roles at the module level(Correct Answer: C).
F. Create a Module with the Plural of the Table Label →Incorrect
While it isa common practice, it isnot a strict best practice.
Example: If your table is"Incident", the module is typically named"Incidents", but it’s not a mandatory rule.
Why Other Options Are Incorrect?
Managing Application Menus and Modules
Creating Tables and Modules
Official ServiceNow Documentation Reference:
Which role(s) are required to impersonate a user?
Choose 2 answers
admin
sys_admin
security_admin
sys_user
impersonator
In ServiceNow,impersonating a userallows administrators or authorized users to temporarily assume another user’s identity. This is useful fortroubleshooting, testing permissions, and verifying user experiences.
admin (A)
Users with theadminroleautomaticallyhave impersonation privileges.
Admin userscan impersonate any user in the system.
Example: A system admin impersonates aService Desk Agentto test access restrictions.
impersonator (E)
Theimpersonatorrole allows a user to impersonate otherswithout full admin privileges.
This role is useful forsupport teams or testerswho need to verify user permissions.
Example: A QA tester is given theimpersonatorrole to test different roles in the system.
B. sys_admin
No such role assys_adminin ServiceNow—this is likely amistyped version of "admin".
C. security_admin
security_adminis used forelevating privilegesto modify high-security settings, not for impersonation.
D. sys_user
Thesys_usertablestores user recordsbut isnot a role.
Regular userscannotimpersonate others unless they have theimpersonatororadminrole.
What is the name of the string that display filter criteria?
Topic
Choice
Breadcrump
Menu
InServiceNow, aBreadcrumbis thestring of filter criteriadisplayed at the top of a list when filters are applied. Breadcrumbs help usersnavigate and refine filterswithout having to manually edit conditions.
Navigate to a list view(e.g., Incidents, Requests).
Apply a filter (e.g., "Priority is High" AND "State is New").
Abreadcrumb stringappears, displaying the filter conditions.
Users canclick on different parts of the breadcrumbto adjust or remove filter conditions dynamically.
A. Topic
Topics are used inKnowledge Management and Virtual Agentbut do not represent filter criteria.
B. Choice
A Choice refers todropdown optionsin ServiceNow fields, not filters.
D. Menu
Menus provide navigation options, but they do not display filters.
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.
What are the steps for applying an update set to an instance?
Retrieve, Preview, Commit
Specify, Transform, Apply
Retrieve, Assess, Apply
Get, Test, Push
Pull, Review, Push
Applying anUpdate Setin ServiceNow follows a structured process to ensure that changes are correctly transferred from one instance to another.
Retrieve– The update set is fetched from the remote instance or uploaded manually.
Preview– The system analyzes the update set for potential conflicts or missing dependencies.
Commit– The update set is applied to the target instance, implementing the changes.
Retrieve:
The update set ispulledfrom a remote instance (such as from a development to a test instance) using the "Retrieve Update Set" option.
Alternatively, anXML filecontaining the update set can be manually uploaded.
Preview:
Before applying, ServiceNow checks forconflicts or missing dependencies.
It ensures that the update set will not introduce errors or inconsistencies.
If conflicts are detected, they must be resolved before committing.
Commit:
The update set is permanently applied to the instance.
The system integrates the changes into the instance’s configuration and logs the update.
B. Specify, Transform, Apply:
This does not reflect the correct update set process.
"Transform" is a term used in data imports, not update sets.
C. Retrieve, Assess, Apply:
There is no official "Assess" step in the update set process.
The correct term is "Preview" because it checks dependencies and conflicts before committing.
D. Get, Test, Push:
"Push" is not a valid step in applying an update set.
Instead, update sets are retrieved and committed, not "pushed."
E. Pull, Review, Push:
"Push" is not part of the update set application process.
The official process uses "Retrieve," not "Pull."
Steps for Applying an Update Set:Explanation of Each Step:Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:For more details, refer to the official ServiceNow documentation:
Update Set Overview
Applying Update Sets
Which module would you use to customize your instances banner image, text and colors?
A Homepage Admin > Pages > Branding
System Ul > Ul Pages > Branding
System Properties > Branding
System Properties > Basic Configuration UI16
Service Portal > Portals > Branding
To customize thebanner image, text, and colorsof your instance in ServiceNow, you use theSystem Properties > Brandingmodule. This module allows administrators to control variousUIaspects, including thebrandingof the system.
Banner Image: Change the header image seen across the UI.
Text: Customize the text displayed in the header or other branding areas.
Colors: Modify the colors of various UI elements to match your company's branding.
Key Customizations Available in Branding:This is typically applied to bothUI16 (desktop)andUI11 (classic)interfaces, ensuring a consistent experience across the instance.
A. Homepage Admin > Pages > Branding– This is used forhomepagesrather than global instance branding.
C. System Properties > Basic Configuration UI16– This section allows configuration of theUI layout and elementsbut does not specifically manage branding elements like banner image and colors.
E. Service Portal > Portals > Branding– This is specific toService Portal branding, not for global instance customization.
ServiceNow Branding Configuration
ServiceNow CSA Training Module:"System Properties and Branding"
Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
What are advantages of using Flow Designer? (Choose three.)
Supports advanced developers
Enables complicated scripting
Reduces technical debt
Less manual scripting
Smooth integration with 3rd party systems
Flow Designeris a modern, low-code automation tool in ServiceNow that allows users to build workflows efficiently. Here’s why the correct answers are:
Reduces technical debt (C)
Flow Designer enables reusability of workflows, reducing the need for custom scripting and minimizing long-term maintenance efforts.
Reducing technical debt means fewer dependencies on custom scripts, which can become difficult to manage over time.
Less manual scripting (D)
Flow Designer uses a visual drag-and-drop interface, allowing non-technical users to build workflows without deep scripting knowledge.
This helps in creating automated processes without writing complex business rules or scripts.
Smooth integration with 3rd party systems (E)
Flow Designer supports IntegrationHub, which provides pre-built connectors (Spokes) for various third-party applications such as Slack, Microsoft Teams, and Azure.
This makes it easier to create automated integrations with external services.
A. Supports advanced developers– Flow Designer is primarily designed for low-code/no-code automation, not specifically for advanced developers.
B. Enables complicated scripting– While Flow Designer allows some scripting via Script Actions, it is not meant for creating "complicated" scripts. Instead, it focuses on simplifying automation.
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 action would an administrator perform on a list if they wanted to show the records in groups, based on the Category column? (Choose 2 answers)
On the list Context Menu, select Group By > Category
On the Category column title, select the Context menu > Group By Category
On the Application Navigator, type group.category and press Enter
Select the Group icon, then select Category
On the Filter Menu, select Group By > Category
Detailed Explanation:
In ServiceNow, list views can be customized to group records by specific fields to enhance data organization. To group records by theCategorycolumn:
Option Aallows administrators to use the list context menu to group records by category, providing easy data visualization based on the selected column.
Option Dinvolves using the Group icon (usually located in the column header) and selecting the category for grouping. These grouping options simplify navigating and analyzing data by sorting records based on relevant columns, like Category. (Reference: ServiceNow Documentation - List Controls and List Context Menu)
=================
Which path is used on the Filter Navigator to display the list of records from the sys_user table?
sys_user.view
sys_user.display
sys_user.do
sys_user.list
In ServiceNow, lists of records from a table are accessed using the .list suffix in theFilter Navigator.
The correct format is:
To view all records from the sys_user table, the correct navigation path issys_user.list.
Explanation of Incorrect Options:
sys_user.view→ Invalid, .view is not a valid ServiceNow navigation path.
sys_user.display→ Not a standard navigation path in ServiceNow.
sys_user.do→ .do is used forindividual record forms, not lists.
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".
What is the most common role that has access to almost all platform features, functions, and data?
Security Admin [security_admin]
Sys Admin [sys_admin]
Admin [sn_admin]
System Administrator [admin]
Base Admin [base_admin]
TheSystem Administrator (admin)role is the most powerful and common role in ServiceNow, providing access to nearly all platform features, functions, and data. Users with this role have full control over system configurations, user management, security settings, application access, and more.
Full system accessto all applications, modules, tables, and records.
Ability toconfigure and customizethe platform.
Create, update, and deleterecords in any table.
Manage roles and users, including assigning roles to others.
Configure Access Control Rules (ACLs)to define security policies.
A. Security Admin [security_admin]→ Incorrect. Thesecurity_adminrole is primarily for managing security settings and access control rules. While powerful, it does not inherently provide access to all platform functions like theadminrole does.
B. Sys Admin [sys_admin]→ Incorrect. There isno such role as "sys_admin"in ServiceNow. The correct role isadmin.
C. Admin [sn_admin]→ Incorrect.sn_adminis not a standard ServiceNow role. The official role is simplyadmin.
E. Base Admin [base_admin]→ Incorrect. This is not a standard role in ServiceNow.
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 component causes a flow to run after a record has been created or updated?
Date-based trigger
Record-based trigger
On-change trigger
Application-based trigger
Updated-date trigger
A record-based trigger is a component thatcauses a flow to run after a record has been created or updated in a specified table1. It allows users to define conditions and actions for the flow based on the record’s state and values1. For example, a record-based trigger can start a flow when a new incident is created or when an existing incident is updated with a certain priority1.
References
Flow trigger types - Product Documentation: San Diego - ServiceNow1
Which tables are children of the Task table and come with the base system?
Choose 3 answers
Incident
Problem
Change Request
Config
Dictionary
cmdb
InServiceNow, theTask (task) tableis aparent tablethat provides a common structure forwork-related records. Several core tablesinherit from the Task table, meaning theyreuseits fields, business rules, and workflows.
The following tables arechildren of the Task tablein thebase system:
Incident (incident)
Used for managingbreak/fix issuesreported by users.
Inherits fields likeAssigned To, State, Priorityfrom the Task table.
Problem (problem)
Used forroot cause analysisof recurring incidents.
Inherits Task table properties, making it easy to relate problems to incidents.
Change Request (change_request)
Used tomanage changes in IT infrastructure(e.g., software updates, hardware replacements).
Inherits fields likeAssignment Group, Description, Statefrom the Task table.
D. Config
No such table named "Config" exists as a child of the Task table. Configuration-related data is stored inCMDB tables.
E. Dictionary
TheDictionary (sys_dictionary)table storesmetadata about database fields, not task-related records.
F. cmdb
TheCMDB (cmdb) table is not a child of the Task table. It storesConfiguration Items (CIs)like servers, routers, and software, which are separate from task-based workflows.
What section on a task record would you use to see the most recent update made to a record?
Timeline
Journal
Audit Log
Activity
In ServiceNow, theActivitysection on a task record provides areal-time log of all recent updates, including field changes, comments, and system-generated events.
Displays achronological historyof changes made to a record.
IncludesWork Notes,Additional Comments, andField Changes.
Showswho made the changeandwhen it occurred.
Can befilteredto show only specific types of updates (e.g., comments, field changes).
A. Timeline →Incorrect
There is no standard "Timeline" section on a task record.
Visual Task Boards (VTBs)have timelines, but task records useActivity.
B. Journal →Incorrect
ServiceNowdoes nothave a "Journal" section for task records.
Journal fields(e.g., "Additional Comments" and "Work Notes") store specific updates, butActivityprovides the full record history.
C. Audit Log →Incorrect
TheAudit Log (sys_audit table)tracks changes but is not displayed directly on task records.
Admins need tomanually querytheAudit Logfor historical changes.
Activity Stream Overview
Understanding Journal Fields
Key Features of the Activity Section:Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:
What tool is used to import data from various data sources, and map that data into ServiceMow tables?
Import Set
Update Set
Data Pack
Transform Set
ServiceNow usesImport Setsto bring data from various sources (such as CSV files, Excel spreadsheets, or external databases) into ServiceNow tables. Import Sets provide a flexible way to map incoming data into ServiceNow’s database structure.
A. Import Set
Import Setsare atemporary staging tablewhere external data is first loaded.
ATransform Mapis then used to map and transfer data from the Import Set table into thetarget table(e.g., Incident, Change Request, CMDB, etc.).
Common use cases:
Importinguser recordsfrom an external HR system.
MigratingCI datainto the CMDB.
Loadinghistorical incident recordsinto ServiceNow.
B. Update Set
Update Setsare used formoving customizations(such as UI changes, workflows, or scripts) between instances,not for importing data.
C. Data Pack
No such standard featurein ServiceNow called "Data Pack."
Possibly confused withData Sources, which define external data locations but do not perform imports themselves.
D. Transform Set
Incorrect terminology—ServiceNow usesTransform Maps, not "Transform Sets."
Transform Mapsdefine how data in anImport Setis mapped to target tables, but the import process itself is handled byImport Sets.
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.
What attributes can you manage, using System Properties > Basic Configuration UI16? (Choose five.)
Browser tab title
Module text color
Preferred browser
Base theme
Font style
Animation style
Header background color
TheSystem Properties > Basic Configuration UI16page in ServiceNowallows administrators to customize the UI appearancefor end users. It providesbasic branding and theming optionsfor the ServiceNow instance.
Browser tab title→(A)You can modify the browser tab title that appears when users open ServiceNow.
Module text color→(B)This setting allows you to change the text color of the left navigation menu items.
Base theme→(D)You can select a base theme for the platform UI, impacting overall styling.
Header background color→(G)This setting changes the background color of the header in UI16.
Banner Image→(H)Allows uploading a custom banner/logo to replace the default ServiceNow logo.
C. Preferred browser→ Incorrect. ServiceNow does not allow setting a preferred browser from System Properties. Users must configure this on their own.
E. Font style→ Incorrect. UI16 Basic Configuration does not provide font customization options. Fonts are controlled through system themes and CSS.
F. Animation style→ Incorrect. ServiceNow UI16 does not provide options to change animation styles from Basic Configuration.
Which modules can you use to create a new table?
Choose 2 answers
Tables & Columns
Schema Map
Dictionary
Tables
In ServiceNow, new tables can be created using theTables & Columnsmodule or theTablesmodule.
Navigation:System Definition > Tables & Columns
Allows admins tocreate and modify tables, including:
Adding columns (fields)
Setting relationships
Defining attributes
Navigation:System Definition > Tables
A simpler interface for creating tableswithout managing columns immediately.
B. Schema Map →Incorrect
Schema Mapvisualizestable relationships but does not allow table creation.
C. Dictionary →Incorrect
TheSystem Dictionary (sys_dictionary)is used tomanage fields and attributes, not create tables.
Creating Tables in ServiceNow
Understanding Tables & Columns
1. Tables & Columns Module(Correct Answer)2. Tables Module(Correct Answer)Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:
Which admin role is required to make changesto High Security Settings?
security _admin
sn_ad_admin
high_sec_admin
admin
Thesecurity_adminrole in ServiceNow is required to make changes toHigh Security Settings(now part ofSystem Security Settings).
Modify high-security settingsin ServiceNow.
Elevate privilegesto make changes to sensitive security configurations.
Manage Access Control Lists (ACLs)to define security rules.
Users with theadminrole alonecannot modify high-security settings.
Thesecurity_adminrole requireselevationvia the"Elevate Role" optionin the user menu.
This ensures thatonly authorized administratorscan modify security-related configurations.
B. sn_ad_admin– No such role exists in ServiceNow.
C. high_sec_admin– This is not a valid ServiceNow role.
D. admin– Theadmin role alonedoesnot grant access to high-security settingswithoutelevating to security_admin.
ServiceNow Security Admin Role and Elevated Privileges
ServiceNow CSA Training Module:"Managing Security Settings and Access Controls"
What Can the security_admin Role Do?Why Elevation is Required?Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
On a list, what does each row show?
A filter
A record
A table
A field
In aServiceNow list view, eachrowrepresents asingle recordfrom the table being viewed.
For example:
In theIncident table (incident), each row representsone Incident record.
In theUser table (sys_user), each row representsone User record.
Each row = A single record
Each column = A field from the record
A. A filter
Filters are used tonarrow down resultsbut do not define what each row represents.
C. A table
The table contains multiplerecords, but eachrow only represents one record.
D. A field
Fields representindividual attributesof a record (e.g., "Priority" or "Category"), but a rowcontains multiple fieldsthat make up a record.
Which framework can automatically populate values for the priority and Category field based on the Short description field value?
UI Policy
Assignment Rule
Action
Predictive intelligence
CSDM
Predictive Intelligence (PI)in ServiceNow is anAI-powered frameworkthat helpsautomate classificationanddecision-makingbased on historical data. It canautomatically populate values for fields like Priority and Categorybased on theShort Descriptionfield value.
D. Predictive Intelligence
Usesmachine learning modelsto analyze patterns in previous records.
Automaticallysuggests or assigns valuesfor fields likePriority, Category, and Assignment Group.
Example:
If a user submits anincident with "Email not working"in theShort Description, Predictive Intelligence can:
SetCategorytoEmail
SetPrioritytoMedium
Assign the ticket to the appropriateSupport Group
A. UI Policy
UI Policiescontrolform behavior(e.g., showing/hiding fields) butdo notdynamically assign values based on machine learning.
B. Assignment Rule
Assignment Rulesdeterminewho gets assigneda record based on conditions butdo not populate Priority or Category automatically.
C. Action
"Action"is not a framework—it refers toFlow Designer actions, which require manual configuration.
E. CSDM (Common Service Data Model)
CSDMis adata frameworkfor managing CIs and services, but it doesnot handle automatic field population.
What setting allows users to view a Knowledge Base article even if the are not logged in?
The View All setting
The Allow role
The ESS role
The Public setting
InServiceNow Knowledge Management, articles are typicallyrestrictedto specific users or roles. However,if you want an article to be accessible without requiring login, you must enable thePublic setting.
Navigate toKnowledge Base Settings.
Enable thePubliccheckbox.
Save the changes.
The article is nowviewable by anyone, even without logging into ServiceNow.
A. The View All setting
No such setting exists for public access in ServiceNow.
B. The Allow role
"Allow roles" restricts accessto specific roles, but does not make the article public.
C. The ESS role
TheESS (Employee Self-Service) roleallows accessto logged-in users, not public users.
What access does a user need to be able to import articles to a knowledge base?
sn_knowledge_import
sn_knowledge contribute
Can contribute
Can import
In ServiceNow, toimport articlesinto aKnowledge Base (KB), a user must have thesn_knowledge_importrole.
sn_knowledge_import→ Required to import articles into a knowledge base.
sn_knowledge_contribute→ Allows users tocreate, edit, and publishknowledge articles butnot importthem.
sn_knowledge_admin→ Grantsfull administrative accessto manage the knowledge base, including permissions, categories, and workflows.
B. sn_knowledge_contribute– This role allowscontributing and editing articlesbut doesnot grant import capabilities.
C. Can contribute– Not a valid ServiceNow role; the correct role issn_knowledge_contribute.
D. Can import– Not a recognized role in ServiceNow. The correct role issn_knowledge_import.
ServiceNow Knowledge Management Roles
ServiceNow CSA Training Module:"Managing Knowledge Bases and Importing Articles"
Key Knowledge Management Roles:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
What instance resource allows you to access guided tours, information about actions, and instructions an how to use inputs and outputs in your flaw?
Community
Help Panel (question mark icon)
Docs
Wiki
In ServiceNow, theHelp Panel(represented by thequestion mark icon) is an integrated resource that provides guidance for users. It offersguided tours,action instructions, and information on usinginputs and outputswithin the platform.
Guided Tours: Step-by-step walkthroughs for users to get acquainted with ServiceNow features and processes.
Instructions for Inputs/Outputs: Provides help and clarification on how to use input fields, buttons, and other interactive elements in the interface.
Access to Information: Offers contextual help for specific actions or modules within ServiceNow.
Features of the Help Panel:This makes it the most efficient resource for users needingon-the-spot assistanceas they interact with the platform.
A. Community– TheCommunityis a forum where users can discuss issues, share knowledge, and ask questions but is not directly related to in-context help or guided tours.
C. Docs– ServiceNow documentation providesin-depth guidesand best practices but is not built into the user interface for in-context help and guided tours.
D. Wiki– Similar to Docs, theWikiis more of a knowledge repository but does not provide interactive, contextual guidance in the instance.
ServiceNow Help Panel Usage
ServiceNow CSA Training Module:"User Experience: Help Panel and Guided Tours"
Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
What contains the configuration changes made in an instance (i.e. changes in a form) and helps to implement the changes from the Dev environment to another environment?
Update sets
Transform maps
System dictionaries
Import sets
AnUpdate Setin ServiceNow is a container thatcaptures configuration changes(such as form modifications, business rules, or UI policies) made in an instance. These changes can then bemigrated from a development (Dev) environment to a test or production environment.
Key Features of Update Sets:✔Capturesform modifications, ACLs, scripts, and configurations.
✔Helps inmigratingchanges between instances (Dev → Test → Prod).
✔Ensuresconsistency across environments.
B. Transform maps
Used for mapping data fieldsduring an import, not for migrating configuration changes.
C. System dictionaries
Defines table and field attributesbut does not store configuration changes for migration.
D. Import sets
Used for importing external datainto ServiceNow, not for transferring configuration changes.
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
ServiceNow Knowledge Management
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 can administrators utilize the same content for different notification channels?
Configure Default notification content
Enable Actionable notification content
Provide Common notification content
Set up Related notification content
InServiceNow, administrators canreuse the same notification contentacross multiple channels (such asemail, SMS, and push notifications) by usingCommon Notification Content.
Consistency Across Channels
Ensures that the same message format is used acrossemail, SMS, and push notifications.
Easier Maintenance
Instead ofcreating separate contentfor each channel, administrators can manage all notification content from one place.
Dynamic Content
Supports variables and dynamic placeholders to customize messages based on recipient data.
A. Configure Default notification content
Incorrect: There is no "default notification content" feature in ServiceNow.
B. Enable Actionable notification content
Incorrect: Actionable notifications allow users totake actions directly from the notification, but they do not manage common content.
D. Set up Related notification content
Incorrect: No such feature as "Related notification content" exists in ServiceNow.
Key Features of Common Notification Content:Why Other Options Are Incorrect?
Common Notification Content Overview
ServiceNow Notification Management
Setting Up Common Notification Content
Creating Reusable Notification Content
References from ServiceNow CSA 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:
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 tool is used to define relationships between fields in an import set table and a target table?
Transform Schema
Schema Map
Dictionary Map
Transform Map
Field Transformer
Import Designer
ATransform Mapin ServiceNow is a tool used to define relationships betweenfields in an import set tableandfields in a target table. It helps map incoming data to the appropriate fields within the ServiceNow database when importing data from external sources.
Data is loadedinto anImport Set Table.
ATransform Mapis created to define how fields from the import set correspond to fields in the target table.
TheTransformation Processis executed, applying the mapping rules.
The data is stored in theTarget Tablewith any specified transformations applied.
Supportsfield mapping,scripted transformations, andcoalesce fields(for avoiding duplicate records).
Allows fordata cleansing and standardizationduring the transformation process.
Can be reused for multiple data imports.
A. Transform Schema→ No such concept exists in ServiceNow.
B. Schema Map→ Provides a visual representation of table relationships but does not define field mappings for imports.
C. Dictionary Map→ Used for mapping between dictionary definitions, not for transforming import set data.
E. Field Transformer→ Not a ServiceNow tool.
F. Import Designer→ No such module in ServiceNow.
What do you activate when you want to add applications or functionality within your development instance?
App Package
Updated Pack
Patch
Plugin
App Updated Set
In ServiceNow,Pluginsare used to activate additional applications or functionalities within a development instance. A plugin is apackage of features, configurations, and applicationsthat extends the platform’s capabilities.
Plugins introduce new capabilities– They allow you to enable or disable specific functionalities, such as ITSM, CMDB, HR Service Delivery, and Performance Analytics.
Plugins can be installed or activatedfrom theSystem Definition > Pluginsmodule.
Some plugins are available by default, while others require activation by an administrator or ServiceNow support.
Plugins can depend on other plugins, meaning some functionality requires multiple plugins to be activated.
A. App Package:No such term in ServiceNow. Applications in ServiceNow are delivered viaPlugins or App Engine Studio, not "App Package."
B. Updated Pack:Not a ServiceNow term. ServiceNow updates are delivered aspatches or application updates, not an "Updated Pack."
C. Patch:Apatchis a minor update or bug fix released by ServiceNow but does not introduce new functionality.
E. App Updated Set:Update Setstrack changes in a development instance but are used formigrating configurationsbetween instances, not for activating functionality.
ServiceNow Plugins Documentation:ServiceNow Docs
Managing and Activating Plugins in ServiceNow(Admin Guide)
Why is the Correct Answer "Plugin"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:
What field contains a record’s 32-character, unique identifier?
sn_rec_id
rec_id
u_id
sys_id
sn_gu_id
sn_sys_id
id
In ServiceNow, every record in a table has a unique 32-character identifier calledsys_id. This ID uniquely identifies a record and is stored in thesys_id fieldfor every table.
sys_id is a globally unique identifierassigned to every record in ServiceNow.
It is a 32-character hexadecimal string, ensuring uniqueness across instances.
It remains constant for a record, even if other fields in the record are modified.
sys_id is used in API calls, reference fields, and update setsto track records across environments.
A. sn_rec_id:No such field in ServiceNow.
B. rec_id:Not a valid field in ServiceNow.
C. u_id:Not a standard ServiceNow field. Custom fields may use "u_" prefix butu_id is not a system field.
E. sn_gu_id:No such field in ServiceNow.
F. sn_sys_id:No such standard field in ServiceNow.
G. id:Generic term, but not a standard field in ServiceNow.
ServiceNow Data Model and sys_id Explained: ServiceNow Docs
sys_id Best Practices for Data Management
Why is the Correct Answer "sys_id"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:Thesys_idis crucial for tracking and managing records efficiently in ServiceNow and plays a key role in integrations, workflows, and automation.
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:
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:
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
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 are the three components of a filter condition?
Field. Operator and Value
Condition. Operator, and Value
Field, Condition, and Value
Variable, Field, and Value
InServiceNow, afilter conditionis used to definesearch criteriafor records in a table. A filter consists ofthree primary components:
Field→ The database field to be evaluated (e.g.,priority,state,assigned_to).
Operator→ Specifies how the field should be compared to a value (e.g.,is,contains,greater than).
Value→ The expected data in the field (e.g.,High,Resolved,John Doe).
Filter Condition:PriorityisHigh
Field:Priority
Operator:is
Value:High
Another Example:Stateis notResolved
Field:State
Operator:is not
Value:Resolved
Example of a Filter Condition:Why Option A is Correct?Field, Operator, and Valueare the correct components used to create a filter condition.
Why Other Options Are Incorrect?B. Condition, Operator, and Value→ Incorrect because"Condition"is a result of aField + Operator + Value, not a separate component.
C. Field, Condition, and Value→ Incorrect because"Condition"is not a direct component.
D. Variable, Field, and Value→ Incorrect becausevariablesare used in forms, not in filter conditions.
ServiceNow Docs – Creating and Applying
ServiceNow Learning – Query Builder and Conditions
ServiceNow Best Practices – Using Filters in Lists and Reports
References from 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:
What is an Event in ServiceNow?
An Event is a trigger that has a direct response in the platform
An Event is an indication to the ServiceNow processes that something has occurred
An Event is an indicator that a Priority 1 (P1) Incident has been logged
An Event is a recognized, scheduled occurrence of a process
InServiceNow, anEventis a system-generatednotificationthatindicates an occurrence within the platform. Events are triggered automatically or manually whenspecific conditionsare met and can be used to initiatenotifications, business rules, workflows, or integrations.
Events Indicate That Something Has Happened
Example: When anIncident is assigned, an event like"incident.assigned"can be triggered.
These eventsdo not execute actions themselves, but theynotify other processesto take action.
Events Are Stored in the [sys_event] Table
TheEvent Log(System Policy > Events > Event Log) records all generated events.
Administrators can monitorwhat events were triggered, their sources, and timestamps.
Events Can Be Used for Notifications & Workflows
Example: An event"incident.closed"can be configured to send a"Thank You" emailto the requester.
Example: A custom event"task.overdue"can be used to trigger a workflow escalation.
Eventssignal that something has happened, allowing other processes (like email notifications or workflows) to react.
Theydo not execute actions themselvesbut notifyscripts, business rules, or workflows.
Key Characteristics of Events in ServiceNow:Why is "B. An Event is an indication to the ServiceNow processes that something has occurred" the Correct Answer?
A. "An Event is a trigger that has a direct response in the platform"→Incorrect
Events themselvesdo not trigger direct responses; they onlynotify the systemabout occurrences.
The system must beconfigured to respond to an event(e.g., via aBusiness Rule, Notification, or Script Action).
C. "An Event is an indicator that a Priority 1 (P1) Incident has been logged"→Incorrect
While ServiceNowcan generate an event when a P1 Incident is logged, events arenot limited to incidents.
Events apply toall ServiceNow processes(incidents, changes, tasks, etc.).
D. "An Event is a recognized, scheduled occurrence of a process"→Incorrect
Eventsare not scheduled; they aretriggered by system activities(e.g., record updates, conditions met).
Scheduled Jobs or Scheduled Scripts handletime-based automation, not events.
Why the Other Options Are Incorrect?
Navigate to:System Policy > Events > Event Log
Review the event records, including event names, sources, and timestamps.
Navigate to:System Policy > Events > Registryto see predefined event names.
UseEvent Registryto create new events that triggernotifications or workflows.
How to View and Use Events in ServiceNow?
ServiceNow Docs: Events in
ServiceNow CSA Official Training Guide (Event Management & Notifications)
References from Certified System Administrator (CSA) Documentation:This confirms that"An Event is an indication to the ServiceNow processes that something has occurred"is the correct answer.
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:
IntegrationHub enables execution of third-party APIs as a part of a flow. These integrations are referred to as
an action
a spoke
a connection
an integration step
InServiceNow IntegrationHub, third-party API integrations within aFlow Designerflow are known asspokes. Aspokeis a scoped application containingFlow Designer actions and subflowsthat allow the flow to interact with external systems or ServiceNow applications.
Spokes in IntegrationHub
Aspokeis a collection ofpredefinedandcustomactions, subflows, and data streamsused to integrate with external systems.
Spokes provide ano-code/low-codeapproach to integrating third-party applications.
Examples ofprebuilt spokesavailable in ServiceNow include:
Slack Spoke(for Slack API integrations)
Microsoft Teams Spoke(for Teams integration)
Jira Spoke(for integrating with Atlassian Jira)
How Spokes Work
When a flow needs to interact with an external system (e.g., sending data to Jira or retrieving information from Slack), itcalls an action from a spoke.
Each spoke containsmultiple predefined actionsthat execute API requests or perform tasks like creating records, updating data, or fetching information.
Comparison with Other Options
A. an action→ Incorrect
Actions are individual steps in a flow, not the complete integration package. Actions exist inside spokes.
C. a connection→ Incorrect
Aconnectionis a configuration that stores authentication details (e.g., API keys, OAuth tokens) used by a spoke.
D. an integration step→ Incorrect
No such term as “integration step” exists in ServiceNow IntegrationHub.
ServiceNow Docs - IntegrationHub
ServiceNow Docs - Spokes in Flow
Key Concepts Related to IntegrationHub and SpokesOfficial References from the Certified System Administrator (CSA) Documentation:
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
References from Certified System Administrator (CSA) Documentation:This confirms that"Incident > Assigned to me" would NOT appearin the Application Navigator when filtering by"service".
What is a Notification?
A new Knowledge article created by a Business Rule
A tool for alerting users that events that concern them have occurred
A message through Connect related to a Change Request
An email file attachment
Which one of the following is an accurate list of changes that are captured in an Update Set?
Changes made to tables, forms, schedules, and client scripts
Changes made to tables, forms, views, and fields
Changes made to: tables, forms. Business Rules, and data records
Changes made to: tables. forms groups, and configuration items (Cls)
AnUpdate SetinServiceNowis a mechanism for capturing and migratingcustomizations and configurationsfrom one instance to another (e.g.,Development → Test → Production).
What is Captured in an Update Set?Update Sets recordconfiguration changes, such as:
Tables & Database Schema Changes(e.g., new tables, modified fields)
Form Layout & UI Changes(e.g., changes in form views, UI policies)
Schedules(e.g., Scheduled Jobs, Business Rules with scheduled actions)
Client Scripts(e.g., JavaScript running on the client side)
Business Rules, UI Actions, UI Policies
Workflows, Script Includes, ACLs (Access Control Rules)
Email Notifications, Dictionary Entries, Application Menus
What is NOT Captured in an Update Set?Data Records (e.g., Incident, Change Request, CMDB data)
Group Memberships & User Data
System Properties (some properties may require manual migration)
Attachments & Scheduled Reports
B. Changes made to tables, forms, views, and fields(Incorrect)
Views and Fieldsare part of UI changes, butschedules and client scriptsare also included in Update Sets, makingOption A more complete.
C. Changes made to tables, forms, Business Rules, and data records(Incorrect)
Data records (actual table entries like incidents or change requests) are NOT captured in Update Sets.
D. Changes made to tables, forms, groups, and configuration items (CIs)(Incorrect)
Groups and CIs (CMDB data) are considered data and are NOT included in Update Sets.
Instead,CIs should be migrated using Import Sets or CMDB data export/import.
Why Other Options Are Incorrect?
Understanding Update Sets
Update Sets Overview
What Gets Captured in Update Sets?
Best Practices for Using Update Sets
References from ServiceNow CSA Documentation:
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.
When using the Performance Analytics application in the Now Platform, what kind of KPI signals are used to make decisions that statistically support long term workflow stability?
Long-term signals
Non-signals
Anti-signals
Stability signals
InPerformance Analytics (PA),long-term signalsarekey performance indicators (KPIs) that help organizations make data-driven decisions for sustained workflow stability. These KPIs providetrends over time, allowing businesses to analyze patterns, predict future performance, and optimize workflows for efficiency.
Track Trends Over Time→ Identify slow-moving changes and patterns.
Support Predictive Analysis→ Help in making data-driven strategic decisions.
Reduce Unplanned Changes→ Avoid reactive decisions by monitoringhistorical data.
Incident Backlog Over Time→ Measures incident accumulation to prevent delays.
Change Success Rate→ Analyzes how well changes are implemented without failures.
Mean Time to Resolution (MTTR)→ Tracks how long it takes to resolve incidents.
How Long-Term Signals Help in Workflow Stability:Example KPIs Used in Performance Analytics:
Why "A. Long-term signals" is Correct:Long-term signals provide historical trends that help organizations maintain stable workflows.
B. Non-signals→No such term exists in Performance Analytics.
C. Anti-signals→Not a recognized Performance Analytics term.
D. Stability signals→Misleading term; long-term signalsare what provide stability insights.
Why Other Options Are Incorrect:
ServiceNow Documentation:Performance Analytics Overview
CSA Exam Guide:Coverslong-term KPI tracking for workflow stability.
Reference from CSA Documentation:Thus, the correct answer is:
A. Long-term signals
While showing a customer their incident form, they ask to change the Priority values to display their internal terminology P1, P2, P3, P4. They want it to be consistent across all Tasks. How would you do that?
Right click on Priority and select what?
Configure Lists
Show Options
Configure Task
Show Choices
Show Choice List
Configure Options
In ServiceNow,Priorityis achoice field, meaning it has predefined values (e.g., 1 - Critical, 2 - High, etc.). If a customer wants to change the values to displayP1, P2, P3, P4consistently across all tasks, you must modify thechoice list valuesfor the Priority field.
Right-click on the Priority fieldin the Incident form.
Select“Show Choices”from the context menu.
In theChoice List Entriestable, modify theLabelvalues to match the internal terminology (P1, P2, P3, P4).
Ensure that the changes applyto all Task-related tables(such as Incident, Change, and Problem).
The“Show Choices”option displays the choice list for that specific field, allowing modifications to the values displayed in the dropdown.
This ensures consistency across all records using thePriorityfield.
A. Configure Lists:Configures list views,not choice field values.
B. Show Options:Not a valid option in ServiceNow for modifying choice fields.
C. Configure Task:Configures the task table settings,not choice list values.
E. Show Choice List:Not a valid ServiceNow menu option.
F. Configure Options:Not a valid option in ServiceNow for modifying choice fields.
Modifying Choice Lists in ServiceNow:ServiceNow Docs
How to Customize Dropdown Fields in ServiceNow
Steps to Modify the Priority Field Choices:Why is the Correct Answer "Show Choices"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:Using“Show Choices”, administrators can updatechoice valueswhile preserving the existingbackend values, ensuring consistency in workflows and reports.
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:
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
ServiceNow Learning – Understanding the Incident Activity Stream
ServiceNow Best Practices – Internal vs. External Communication in Incidents
References from Certified System Administrator (CSA) Documentation:
Which tool should be used to populate commonly used fields in a form?
Template
Reference Qualifier
Formatter
Assignment Rule
InServiceNow, aTemplateis a tool used topre-fill commonly used fieldsin a form, saving time and ensuring consistency in data entry.
ATemplateis a predefined set offield valuesthat can be applied to a form toautomatically populate fields.
Users can create and apply templates tospeed up form completionandreduce errors.
Templates are especially useful forstandardized requests, such asincident logging, change requests, or task assignments.
Create a Template:
Navigate toSystem UI → Templates.
Define thefieldsand their default values.
Assign the template to aspecific table(e.g.,incident,change_request).
Apply a Template to a Form:
When filling out a form, users canselect a templatefrom theTemplate Bar.
The templateautomatically populatesthe pre-configured fields.
Example Use Case:
Scenario:A Service Desk agent frequently logs incidents forpassword resets.
Solution:A"Password Reset"template can be created with:
Short Description:"Password reset request"
Category:"Access"
Assignment Group:"IT Support"
When an agent applies this template, these fields areautomatically populated, saving time.
What is a Template in ServiceNow?How to Use a Template?
Why Option A (Template) is Correct?Templates are the official ServiceNow tool for pre-filling commonly used fields in a form.
Why Other Options Are Incorrect?B. Reference Qualifier→ Incorrect
Reference Qualifierscontrolwhich values appear in a reference field(e.g., filtering available users in theAssigned Tofield).
They donot populate fields automatically.
C. Formatter→ Incorrect
AFormatteris a UI component thatdisplays additional information(e.g., anActivity Formattershows an activity log).
It doesnot populate form fields.
D. Assignment Rule→ Incorrect
Assignment Rulesautomaticallyassign recordsto users or groups based on conditions.
They donot populate multiple fieldsin a form.
ServiceNow Docs – Creating and Using
ServiceNow Learning – Templates and Data Population
ServiceNow Best Practices – Using Templates for Efficiency
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
ServiceNow Learning – Data Import & Transformation Best Practices
ServiceNow Developer Portal – Using Import Sets Efficiently
References from Certified System Administrator (CSA) Documentation:
What needs to be specified, when creating a Business Rule? (Choose four.)
UI action
Table
Fields to update
Who can run
Script to run
Application scope
Update set
ABusiness Rulein ServiceNow is aserver-side scriptthat executes when records are inserted, updated, deleted, or queried in a specified table. Business Rules allow automation and customization of workflows by defining logic that runs under specific conditions.
Table (B) –Correct
ABusiness Rulemust be associated with aspecific tablewhere it will execute (e.g., Incident, Change, Task).
This determineswhich recordsthe rule applies to.
Script to Run (E) –Correct
A script must be provided when defining advanced logic in a Business Rule.
Business Rules useserver-side JavaScriptto perform various actions, such as setting field values, enforcing validation, or triggering workflows.
Timing (H) –Correct
The execution timing of a Business Rule determineswhenit runs relative to a database transaction.
Business Rules can run:
Before(before record is saved)
After(after record is saved)
Async(after the transaction completes)
Display(when a form loads)
Condition to Evaluate (I) –Correct
Conditions definewhen the Business Rule should executebased on specific criteria.
Example: A Business Rule might runonly when the priority is set to High.
A. UI Action(Incorrect)
UI Actions (buttons, links, context menus) are separate from Business Rules and are used for UI customization.
C. Fields to update(Incorrect)
While Business Rules can update fields,you do not specify "fields to update" as a required setting. Instead, updates are made via scripts within the rule.
D. Who can run(Incorrect)
Business Rulesalways run on the server-sideand do not require user-specific execution settings.
F. Application Scope(Incorrect)
Although Business Rules belong to an application scope, this isautomatically determinedbased on the current application.
G. Update Set(Incorrect)
Business Rules arecaptured in an Update Set, but this is not a configuration setting while creating the rule.
ServiceNow Business Rules
Creating Business
Key Elements to Specify When Creating a Business Rule:Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:
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
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.
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
In addition to the admin role, which one of the following roles allows a user to add or remove fields from a list?
personal ize.control
personal_list
ul_page_admin
ui_action_admin
InServiceNow, thepersonal_listrole allows users toadd or remove fields from a list viewwithout requiring full administrator privileges.
Modify List Layout (Columns & Fields)
Users canadd, remove, or rearrange columnsin list views.
Save Personal List Preferences
Customizations applyonly to the user, unless they have additional permissions to modify system-wide settings.
Does NOT Allow System-Wide Changes
Unlike theadminrole,personal_listonly affectspersonal viewsof lists, not global configurations.
A. personalize.control(Incorrect)
No such role exists in ServiceNow.
C. ui_page_admin(Incorrect)
This role allows users tomanage UI Pages, but it does not provide list customization permissions.
D. ui_action_admin(Incorrect)
This role is used tomanage UI Actions(buttons, links, and client-side scripts), not list view configurations.
Key Capabilities of thepersonal_listRole:Why Other Options Are Incorrect?
Role-Based List Customization
ServiceNow List Personalization
User Roles and Permissions
ServiceNow User Roles
References from ServiceNow CSA Documentation:
Access Control rules may provide access security for which of the following database objects?
For a specific role, group, or user
For a specific row, column, or table
For specific groups
For a specific CMDB Configuration item
When creating acustom table in ServiceNow, the platform automatically assigns a table name prefixed with"u_"to differentiatecustomtables fromout-of-the-box (OOB) tables.
The default prefix"u_"is applied to allcustom global tables.
The table name follows the format:"u_" + [custom name].
Example:
If you create a table named"abc", the system assigns it the table name:u_abc.
All custom tables created by usersautomatically receive the "u_" prefix.
Prevents conflicts withServiceNow’s internal tables.
Ensurescustom tables are easy to identify.
Naming Convention for Custom Tables:Why "C. u_abc" is Correct?
A. snc_abc – Incorrect
"snc_" is not used for custom tables; it is reserved forinternal ServiceNow functionality.
B. abc – Incorrect
Custom tablesdo not use raw names; they always include a prefix (u_).
D. sys_abc – Incorrect
"sys_" is reserved forsystem tables(e.g.,sys_user,sys_db_object).
Explanation of Incorrect Options:
ServiceNow Docs: Creating Custom Tables
ServiceNow CSA Study Guide – Table Administration
ServiceNow Product Documentation: Understanding Table Naming Conventions
References from Certified System Administrator (CSA) Documentation:
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
References from Certified System Administrator (CSA) Documentation:
Access Control rules are applied to a specific table, like the Incident table. What is the object name for a rule that is specific to the Incident table and the Major Incident field?
Incident.Major_Incident
incident=>major_incident
incident<=>major_incident
incident||major_incident
incident.major_incident
Access Control rules in ServiceNow define who cancreate, read, write, or deleterecords in a table or specific fields. These rules are applied at thetable or field leveland follow a specificnaming convention:
TableName.FieldName
Naming Convention for Access Control Rules:
If an Access Control rule applies to a specifictable, its format isTableName(e.g.,incident).
If it applies to a specificfield, it followsTableName.FieldName(e.g.,incident.major_incident).
Major Incident is a field in the Incident table:
Theincidenttable represents the ITSMIncident Management module.
Major Incidentis aspecific fieldwithin theincidenttable.
To apply anAccess Control Ruleto this field, the rule name must beincident.major_incident.
A. Incident.Major_Incident:Incorrect because ServiceNow Access Control rulesdo not use uppercase table or field names—they are alwayslowercase.
B. incident=>major_incident:Incorrect syntax—ServiceNow does not use=>in Access Control names.
C. incident<=>major_incident:Incorrect syntax—ServiceNow does not use<=>in rule naming conventions.
D. incident||major_incident:Incorrect syntax—ServiceNow does not use||(logical OR) in Access Control naming.
ServiceNow Access Control Rules Guide:ServiceNow Docs
How to Create and Manage Access Control Rules in ServiceNow
Why is the Correct Answer "incident.major_incident"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:By usingincident.major_incident, we correctly definefield-level securityfor theMajor Incidentfield in theIncident table.
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.
What is a sys_id?
Unique 32-character identifier that is assigned to every record
A client-side Business Rule
A server-side Business Rule
Unique 64-character identifier that is assigned to every record
In ServiceNow, asys_idis aunique 32-character identifier(UUID - Universally Unique Identifier) that is automatically assigned to every record in the system.
It isa unique 32-character alphanumeric string(e.g.,5137153cc611227c000bbd1bd8cd2005).
Every record in every table in ServiceNow has asys_idfield.
Thesys_id remains the same across instances if the record is transferred via an Update Set.
It helpsuniquely identifyrecords and is used in scripting, APIs, and database relationships.
In theIncident [incident]table, an incident record might have:
Number:INC0012345
sys_id:9d72f6141b122200d37a85e15b2d6fe6
Key Characteristics of sys_id:Example:
Thesys_id is always 32 characters long.
It is acritical part of the ServiceNow database structure.
Used forrelationships, APIs, scripting, and querying records.
Why "A. Unique 32-character identifier that is assigned to every record" is Correct?
B. A client-side Business Rule – Incorrect
Business Rulesdo not generate sys_ids; they control logic execution.
C. A server-side Business Rule – Incorrect
Business Rules are used for automation, but sys_id is a system-generated field.
D. Unique 64-character identifier that is assigned to every record – Incorrect
The correct length of sys_id is32 characters, not 64.
Explanation of Incorrect Options:
ServiceNow Docs: Understanding sys_id
ServiceNow CSA Study Guide – Database Architecture
ServiceNow Product Documentation: Unique Identifiers in ServiceNow
References from Certified System Administrator (CSA) 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
Configuring ACLs in
How ACLs Work in ServiceNow:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:
A new Service Desk employee in Latin America complains that the create dates and times are incorrect on their Incident list. What would you suggest to fix this issue?
Have them clear their cache.
Have them use the gear icon to set the employee’s time zone.
Recommend they use Chrome, instead of Explorer.
Use the system properties to correct the instance’s time zone.
Have them correct the time zone on their computer.
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:
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:
From a form, what would you click to add additional fields to the form? (Choose two.)
Context Menu > Form > Layout
Context Menu > Configure > Form Layout
Context Menu > Configure > Form Design
Right click on header > Add > Field
Context Menu > Form > Designer
Right click on header > Configure > UX Dashboard
InServiceNow, you can add additional fields to a form using either:
Form Layout(for quick field additions)
Form Designer(for a drag-and-drop UI approach)
Context Menu > Configure > Form Layout (B)
This allows administrators toadd or remove fieldsin a simplelist-based interface.
Used when only minor modifications are needed.
Context Menu > Configure > Form Design (C)
Opens theForm Designer, adrag-and-drop UI editorfor configuring forms.
Allows users torearrange fields, sections, and tabseasily.
A. Context Menu > Form > Layout(Incorrect)
The correct path isConfigure > Form Layout, not "Form > Layout."
D. Right-click on header > Add > Field(Incorrect)
Right-clicking the form headerdoes not provide an option to add fields directly.
E. Context Menu > Form > Designer(Incorrect)
The correct option isConfigure > Form Design, not "Form > Designer."
F. Right-click on header > Configure > UX Dashboard(Incorrect)
UX Dashboards areused for analytics and reporting, not form configuration.
Form Layout in
Form Designer
Correct Methods:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:
What are the steps to retrieve an Update Set?
Verify Update Set is Complete, Retrieve, Preview, Apply
Verify Update Set is Complete, Test Connection, Apply
Verify Update Set is Complete, Test Connection, Commit
Verify Update Set is Complete, Retrieve, Preview, Commit
AnUpdate Setin ServiceNow is a mechanism used tocapture configuration changes(such as UI policies, business rules, client scripts, and more) from one instance and move them to another. This ensures that customizations and modifications can be transferred across different ServiceNow instances efficiently.
The process ofretrieving an Update Setfrom another instance follows these key steps:
Verify Update Set is Complete
Before moving an Update Set, it must be marked asCompleteto ensure that all related changes are included.
Navigate toSystem Update Sets > Local Update Setsand confirm that the status is set toComplete.
If the status isIn Progress, the Update Set cannot be retrieved.
Retrieve Update Set
In thetarget instance, navigate toSystem Update Sets > Retrieved Update Sets.
Click"Retrieve Update Set"and provide the remote instance’s URL where the update set exists.
The system will fetch the Update Set from the source instance.
Preview Update Set
Before applying changes, ServiceNow provides apreview optionto check for potential errors or collisions with existing customizations.
Click"Preview Update Set"to initiate validation.
The preview will highlight any skipped records, collisions, or missing dependencies.
Commit Update Set
If the preview is successful (i.e., no critical errors), click"Commit Update Set"to apply the changes to the instance.
Once committed, the changes in the Update Set will be merged into the system's configuration.
"Commit" is the correct final step– after previewing, the Update Set must becommittedto take effect.
"Apply" is incorrect– ServiceNow does not use "Apply" in the Update Set process; instead, it uses "Commit."
"Test Connection" is not part of the Update Set retrieval process– it is relevant forMID Server connectivitybut not for Update Sets.
Why the Correct Answer is "D. Verify Update Set is Complete, Retrieve, Preview, Commit"Thus, the correct sequence is:
✔Verify Update Set is Complete → Retrieve → Preview → Commit
ServiceNow CSA Official Documentation– Update Set Management
ServiceNow Docs - Update Sets(Search for "Update Set Lifecycle")
ServiceNow Community Best Practices on Update Sets
ServiceNow Community(Search for "Best Practices for Update Sets")
ServiceNow Learning Portal - Admin Fundamentals
Available via ServiceNow Now Learning Platform(Look under "Instance Configuration" and "Update Sets")
References from Certified System Administrator (CSA) Documentation:
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
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
ServiceNow Community: How to Configure an Order Guide
References from Certified System Administrator (CSA) Documentation:
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
ServiceNow Learning – Service Catalog and Workflow Automation
ServiceNow Developer Portal – Flow Designer & Workflow Automation
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:
What is (are) best practice(s) regarding users/groups/roles? Choose 2 answers
You should never assign roles to groups.
You should assign roles to users.
You should assign roles to groups
You should add users to groups
InServiceNow, the best practice for managingusers, groups, and rolesis based onrole-based access control (RBAC).
Assign Roles to Groups (Correct)
Instead of assigning roles directly to users, it is abest practice to assign roles to groups.
This ensuresbetter role management, easier administration, and scalability.
Example:
The"IT Support"group has the"itil"role.
All users in this group automatically get theitilrole.
Add Users to Groups (Correct)
Users should be assigned togroupsrather thanroles directly.
Groups inherit roles, so when a user is added to a group, they automatically receivethe appropriate access.
Example:
A new Service Desk agent joins the"Service Desk"group and immediately gets the associated roles (itil,incident_manager, etc.).
A. You should never assign roles to groups(Incorrect)
Incorrect: Assigning roles to groups is therecommended best practice.
Managing roles at thegroup levelmakesaccess control more efficient and scalable.
B. You should assign roles to users(Incorrect)
Incorrect: Assigning roles directly to users isnot a best practicebecause it becomes difficult to manage as the organization grows.
Instead, users should beadded to groupsthat have the necessary roles.
Best Practices for Users, Groups, and Roles:Why Other Options Are Incorrect?
Managing Users, Groups, and Roles
ServiceNow Best Practices for Roles & Groups
Role-Based Access Control (RBAC)
User Administration
References from ServiceNow CSA Documentation:
What are the 5 provided Roles by ServiceNow?
System Administrator: The admin role provides access to all platform features, applications, functions and data.
Specialized Administrator: Specialized administrator roles manage specific functions or applications, such as Assignment Rules, Knowledge base, reports, or web services
Fulfiller: Users with the ITIL role may fulfill ITIL activities associated with the ITIL workflow, including Incident and Change management.
Approver: Users with the Approver user role can perform all requester actions and may view or modify approval records directed to the approver
Requester: Also known as Employee Self Service (ESS) users, these users have no roles but can submit and manage their own requests, access public pages, etc.
ServiceNow providesfive primary rolesthat define access and permissions within the platform. These roles help structure user responsibilities and ensure that users only have access to the necessary functions.
Thehighest level of accessin ServiceNow.
Can manage all platform features, applications, data, and configurations.
Has control overusers, security settings, system properties, and scripting capabilities.
Example: A ServiceNow admin configuring new workflows, modifying tables, or setting up instance-wide settings.
Manages specific applications or functionalities within ServiceNow.
Includes roles such as:
knowledge_admin(Manages Knowledge Base)
report_admin(Manages Reports)
catalog_admin(Manages Service Catalog)
Example: A Knowledge Base Administrator controlling access to articles and updating knowledge categories.
Users with theITIL rolewho perform IT Service Management (ITSM) tasks.
Cancreate, update, and resolve recordssuch as incidents, problems, changes, and requests.
Example: A service desk agent handling incidents and requests.
Users with theApprover rolecanapprove or reject requests, such as change requests or access requests.
Can view or modify approval records directed to them but cannot fulfill other ITIL tasks.
Example: A manager approving a new software installation request.
Basic userswith no assigned roles.
Cansubmit requests, view their own tickets, and access public pages(e.g., Knowledge Base, Catalog).
Example: An employee submitting a request for laptop repair via the ServiceNow portal.
1. System Administrator (admin)2. Specialized Administrator3. Fulfiller (ITIL Role)4. Approver5. Requester (Employee Self-Service - ESS)
These roles form thefoundation of role-based access control (RBAC)in ServiceNow.
They ensure that usersonly access the data and functions relevant to their job responsibilities.
Additional roles can be assigned based on business needs, but these five cover the core platform functionalities.
Why These Are the Provided Roles in ServiceNow:
ServiceNow Documentation:User Roles in ServiceNow
CSA Exam Guide:CoversSystem Administrator, Specialized Administrator, Fulfiller, Approver, and Requesteras the standard user roles.
Reference from CSA Documentation:Thus, the correct answer is:
A. System Administrator, B. Specialized Administrator, C. Fulfiller, D. Approver, E. Requester
What is the path an Administrator could take to view the fulfillment stage task list for an order placed by a user?
RITM (Number)>REQ (Number)>PROCUREMENT (Number)
REQ (Number)>RITM (Number)>PROCUREMENT (Number)
REQ (Number)>RITM (Number)>TASK (Number)
FULFILLMENT (Number)>RITM (Number)>TASK (Number)
ServiceNow uses a hierarchical structure to manageService Catalog requests:
REQ (Request Record)
TheRequest (REQ#)is theparent recordthat represents the entire service request submitted by a user.
It groups all requested items and their associated tasks.
Found in thesc_requesttable.
RITM (Requested Item Record)
TheRequested Item (RITM#)is the specificcatalog itemordered by the user within a request.
A singleREQcan have multipleRITMsif the user ordered multiple items in a single request.
Found in thesc_req_itemtable.
TASK (Catalog Task Record)
TheTask (TASK#)is the individual fulfillment action required to complete the requested item.
A singleRITMcan have multipletasks, each assigned to different fulfillment teams.
Found in thesc_tasktable.
Why Answer "C" is Correct:✔️REQ (Number) > RITM (Number) > TASK (Number)
This is thecorrect pathbecause it follows theServiceNow fulfillment structure:
REQ (Request)– Tracks the entire request.
RITM (Requested Item)– Tracks individual items within the request.
TASK (Catalog Task)– Tracks the specific tasks needed to complete the requested item.
This path allows an administrator to drill down from the overallRequest (REQ#)to individualRequested Items (RITM#)and finally to theTasks (TASK#)assigned to fulfill those items.
Why the Other Answers Are Incorrect:A. RITM (Number) > REQ (Number) > PROCUREMENT (Number)
Incorrectbecause theREQ# (Request) comes firstbefore the RITM# (Requested Item).
Also,PROCUREMENT#is not always part of the fulfillment flow unless the item requires procurement (e.g., purchasing hardware).
B. REQ (Number) > RITM (Number) > PROCUREMENT (Number)
Incorrectbecausenot all requests involve procurement.
The last step should beTASK (sc_task), notPROCUREMENTunless it's a procurement-related request.
D. FULFILLMENT (Number) > RITM (Number) > TASK (Number)
Incorrectbecause"FULFILLMENT" is not a standard record typein ServiceNow.
The correct hierarchy starts withREQ# (sc_request), not "FULFILLMENT."
ServiceNow CSA Study Guide – Service Catalog & Request Fulfillment
ServiceNow Docs: Request Fulfillment Process(ServiceNow Documentation)
ServiceNow Tables & Data Model (sc_request, sc_req_item, sc_task)
References from the Certified System Administrator (CSA) Documentation:
Which are states that you can make a field on a form using UI Policy?
read-only
write-only
Necessary
Mandatory
Empty
Hidden
InServiceNow,UI Policiesallow administrators todynamically control form fieldsbased on conditions without using scripts. With UI Policies, you can change thebehaviorof a field by making it:
Read-only→ The user canviewthe field butcannot edit it.
Mandatory→ The field becomesrequired, and the usermustfill it out before submitting the form.
Hidden→ The field isremoved from visibilityon the form.
Explanation of Each Option:A. Read-only–Correct
A UI Policy can make a fieldread-only, meaning users canseethe field butcannot modifyits value.
Example: A field likeRequest Number (REQ0001)is typicallyread-onlyafter submission.
B. Write-only–Incorrect
ServiceNowdoes nothave a "write-only" field setting in UI Policies.
If a field iseditable, users canboth read and write; if it’s hidden or read-only, writing is not possible.
C. Necessary–Incorrect
There isno "Necessary"field state in ServiceNow UI Policies.
If the intent is to make a field required, the correct term is"Mandatory".
D. Mandatory–Correct
UI Policies can make a fieldmandatory, requiring the user toenter a valuebefore submitting the form.
Example: AnIncident Descriptionfield might be mandatory before an incident is submitted.
E. Empty–Incorrect
UI Policiescannot directly enforce an "empty" state. However, adefault valuecould be cleared using aclient script, but this isnot a UI Policy feature.
F. Hidden–Correct
UI Policies canhide a field, making it invisible on the form.
Example: A"Manager Approval"field may be hiddenuntila certain condition (e.g., request cost > $1000) is met.
Final Answer:Read-only
Mandatory
Hidden
ServiceNow Docs – UI Policies and UI Policy
ServiceNow Learning – Form Configuration & UI Policies
ServiceNow Developer Portal – Controlling Form Behavior with UI Policies
References from 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
ServiceNow Community: Best Practices for CMDB Data Accuracy
References from Certified System Administrator (CSA) Documentation:
Which type of interface enables you to display multiple performance analytics, reporting and other widgets on a single screen?
Form
List
Dashboard
Timeline
ADashboardin ServiceNow is an interface that allows users to display multiplePerformance Analytics (PA) widgets, reports, and other visual elementsin a single, consolidated view.
Provides asingle-screenview of critical data, improvingvisibilityinto key metrics.
Can includereports, Performance Analytics indicators, lists, and interactive filters.
Allows users tocustomize layoutsand adjust widgets based on roles and permissions.
Useful forexecutive summaries, ITSM performance tracking, and real-time operational monitoring.
A. Form–
A Form is used todisplay and input data for a single recordin a table (e.g., an incident, change request, or user record).
It does not provide a multi-widget interface.
B. List–
A List displaysmultiple records from a tablein a tabular format but does not support widgets or Performance Analytics.
D. Timeline–
The Timeline visualization is used for showingtime-based data, such as Change Requests over time, but does not provide multiple reporting widgets in a single interface.
ServiceNow Docs: Dashboards
ServiceNow CSA Official Training Guide (Reporting & Dashboards)
Key Features of a ServiceNow Dashboard:Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:
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
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 User is stored in which table?
User [sys_user]
User [ sys_user_group]
User [ syst_user_profile]
User [user_profile]
In ServiceNow, user records are stored in theUser [sys_user]table. This table contains all user-related data, including usernames, email addresses, roles, department affiliations, and more.
User ID(user_name) – Unique identifier for the user.
First Name & Last Name(first_name,last_name) – User’s full name.
Email(email) – The user’s email address.
Department(department) – The department to which the user belongs.
Roles(roles) – List of assigned roles that determine access permissions.
Active(active) – Indicates whether the user account is active or inactive.
B. User [sys_user_group]– Incorrect. This table storesgroups, not individual users.
C. User [syst_user_profile]– Incorrect. This table does not exist in ServiceNow.
D. User [user_profile]– Incorrect. There is no such table in ServiceNow.
ServiceNow Docs: User Administration – sys_user Table
ServiceNow CSA Study Guide – User and Group Administration
Key Fields in thesys_userTable:Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
Which group of permissions is used to control Application and Module access?
Access Control Rules
UI Policies
Roles
Assignment Rules
InServiceNow,Rolesare used to control access toApplications and Moduleswithin the platform. ARoleis a set of permissions that define what actions a user can perform and which records they can access.
Grant Access to Applications and Modules:
If a userdoes not have the required role, theycannot see or accessan application/module.
Control Record-Level and Field-Level Access:
SomeAccess Control Rules (ACLs)depend on roles topermit or restrictdata visibility.
Assign Multiple Roles to a User:
A user can havemultiple rolesbased on job responsibilities.
Example Roles in ServiceNow:
admin– Full access to all system features.
itil– Can manage incidents, problems, and changes.
catalog_admin– Manages the Service Catalog.
asset– Manages assets and CI records.
Key Functions of Roles in Access Control:
Navigate to:All → Users and Groups → Users
Open a user record
Scroll to the Roles related list
Click Edit and add roles
How to Assign Roles to Users:
A. Access Control Rules– Incorrect.
Access Control Rules (ACLs)definerecord-level and field-levelsecurity, but they donot control access to applications and modulesdirectly.
B. UI Policies– Incorrect.
UI Policiescontrol the visibility and behavior of form fields,not module or application access.
D. Assignment Rules– Incorrect.
Assignment Rulesautomatically assigntasks(e.g., Incidents, Requests) to groups or users, but theydo not control access.
Explanation of Incorrect Answers:
ServiceNow Product Documentation → Roles and Permissions
ServiceNow CSA Study Guide → User and Role Management
ServiceNow Knowledge Base → Controlling Access to Applications and Modules
References from Certified System Administrator (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 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.
What displays a set of records from a table?
View
Dashboard
Panel
List
InServiceNow, aListis a visual representation ofmultiple records from a table. Lists allow users to view, filter, sort, and interact with records in a structured tabular format.
Displays multiple recordsfrom a table.
Columns represent fieldsof the table.
Users can personalize the list(e.g., adjust columns, apply filters, and sort).
Common Actions:
Inline editing
Searching
Exporting data
Grouping and filtering
A. View
AViewdefines how data is displayed, but it is not a list itself.
Example: Differentform viewscan be created for the same table.
B. Dashboard
ADashboardis a visual representation of reports and performance analytics.
It doesnot display raw table recordsdirectly.
C. Panel
No such term as "Panel" exists in ServiceNow for displaying records from a table.
Key Features of Lists:Why Other Options Are Incorrect?
Lists Overview
ServiceNow Lists Documentation
Personalizing Lists
List Personalization Guide
References from ServiceNow CSA Documentation:Final Verification:Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.
Which application is used to change the number format per table?
Number Maintenance
System Maintenance
Table Maintenance
Record Maintenance
InServiceNow, theNumber Maintenanceapplication is used toconfigure and modify numbering formats for specific tables. This application allows administrators to control how records are numbered across different modules.
Customization of Number Formats
Administrators can defineprefixes, number sequences, and suffixesfor records in different tables.
Example:INC0001001forIncidents,REQ0002001forRequests.
Resetting or Adjusting Number Sequences
You can manually adjust the numbering sequence if needed.
Example: Resetting incident numbering to start from a specific value.
Supports Multiple Tables
Works for standard tables likeIncidents, Problems, Requests, Change Requests, etc.
Can also be configured forcustom tables.
Application Navigation
Path:
Go toAll → System Definition → Number Maintenance
Locate the table and modify its numbering settings.
Key Features of Number Maintenance:Why Option A (Number Maintenance) is Correct?"Number Maintenance" is the official ServiceNow application for managing number formats per table.
Why Other Options Are Incorrect?B. System Maintenance– Incorrect; no such module in ServiceNow manages numbering formats.
C. Table Maintenance– Incorrect; this does not exist as an application in ServiceNow.
D. Record Maintenance– Incorrect; not a valid ServiceNow feature for modifying number formats.
ServiceNow Docs – Number Maintenance
ServiceNow Learning – Customizing Numbering Schemes
ServiceNow System Definition – Number Format Best Practices
References from Certified System Administrator (CSA) Documentation:
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:
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:
Data Policy can enforce mandatory data on import.
True
False
AData Policyin ServiceNow is used to enforcemandatory and read-only field conditionsfor data that isentered manually through forms or imported into the system.
Data Policies apply to data coming from external sources, such asimports, web services (API), and integrations.
If a field is set asmandatoryin a Data Policy, recordscannot be imported unless that field contains a value.
This ensuresdata integrityby preventing incomplete or invalid data from entering the system.
If an administrator configures a Data Policy to make the "Caller" fieldmandatoryon theIncidenttable, any imported incidentswithout a Caller value will be rejected.
How Data Policies Enforce Mandatory Data on Import:Example Scenario:
Why "True" is the Correct Answer:Data Policies enforce mandatory fields for both UI entry and imports.
Why "False" is Incorrect:If Data Policies didnotenforce mandatory fields on imports, incomplete records could enter the system, leading to data integrity issues.
ServiceNow Documentation:Data Policies
CSA Exam Guide:CoversData Policy enforcement for UI forms and imports.
Reference from CSA Documentation:Thus, the correct answer is:
A. True
A knowledge article must be which of the following states to display to a user?
Published
Drafted
Retired
Reviewed
InServiceNow Knowledge Management, knowledge articles must be in a specificstatebefore they can be visible to end users. The correct state that allows users to view the article isPublished.
Understanding Knowledge Article StatesKnowledge articles in ServiceNow go through alifecyclethat includes the following states:
Draft– The article is being created or edited and isnot visibleto end users.
Review– The article is under internal review by approvers before publication. It remainshiddenfrom users.
Published– The article isapproved and publicly availableto users who have access to the Knowledge Base.
Retired– The article is no longer relevant or has been replaced. It isnot visibleto end users.
OnlyPublishedarticles appear in the Knowledge Base and can be accessed by users.
Articles inDraft, Review, or Retiredstates arenot visibleto the general audience.
B. Drafted– Articles inDraftare still being written or edited andcannot be accessed by users.
C. Retired– Retired articles are considered obsolete and areno longer displayedin the Knowledge Base.
D. Reviewed– Articles inRevieware under approval butare not yet visibleto users.
ServiceNow Docs: Knowledge Article
ServiceNow CSA Official Training Guide (Knowledge Management Lifecycle & Publishing Workflow)
Why is "Published" the Correct Answer?Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms that aknowledge article must be in the "Published" stateto be visible to users in the Knowledge Base.
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
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 platform name for the User table?
u_users
sys_users
x_users
sys_user
In ServiceNow, every table has a uniqueplatform name(also known as thedatabase nameorsys_id). The table that stores user records in ServiceNow is called"sys_user".
Table Name:sys_user
Purpose:Stores user records, including their roles, group memberships, and personal details.
Location in ServiceNow:You can access this table by navigating to:All → Users and Groups → Users
Key Fields in sys_user Table:
User ID (user_name)– Unique identifier for the user.
Name (name)– Full name of the user.
Email (email)– Email address of the user.
Roles (roles)– Defines user permissions in the system.
Active (active)– Indicates if the user is active in the system.
A. u_users– Incorrect. The prefixu_is typically used forcustom tablescreated by administrators. This is not a default system table.
B. sys_users– Incorrect. The correct name issys_user(singular), notsys_users. ServiceNow follows a singular naming convention for system tables.
C. x_users– Incorrect. The prefixx_is reserved forScoped Applicationscreated within an instance. The User table is a core system table, not a scoped one.
ServiceNow Product Documentation → User Administration → sys_user Table
ServiceNow Tables Reference → sys_user
ServiceNow CSA Study Guide → User and Data Administration
Understanding the sys_user Table:Explanation of Incorrect Answers:References from Certified System Administrator (CSA) Documentation:
Which one of the following statements best describes the purpose of an Update Set?
An Update Set allows administrators to group a series of changes into a named set and then move this set as a unit to other systems
By default, an Update Set includes customizations, Business Rules, and homepages
An Update Set is a group of customizations that is moved from Production to Development
By default, the changes included in an Update Set are visible only in the instance to which they are applied
AnUpdate Setin ServiceNow is a mechanism thattracks and packages customizations and configuration changesso they can be transferred between instances (e.g., fromDevelopmenttoTestorProduction).
It is primarily used ininstance migrationandchange management, ensuring that changes made in one environment can beapplied consistentlyin another.
Tracks Customizations– Records changes to system configurations, such as Business Rules, Client Scripts, UI Policies, and Workflows.
Facilitates Deployment– Enables controlled migration of changes from one ServiceNow instance to another.
Reduces Manual Effort– Instead of manually reconfiguring settings in different environments, administrators can package updates into asingle unit.
Version Control– Ensures that onlyintended changesare moved between instances.
Key Features of Update Sets:
Why the Correct Answer is A:A. An Update Set allows administrators to group a series of changes into a named set and then move this set as a unit to other systems(Correct)
This accurately describes the primary function of anUpdate Set.
Administratorsgroupmultiple changes into anUpdate Set, export it, and apply it to another instance.
Example Workflow:
Admin makes configuration changes(e.g., modifies a Business Rule, updates a Workflow).
Update Set captures those changesin a structured format.
The Update Set is exportedfrom the Development instance.
The Update Set is importedinto the Testing/Production instance and applied.
Why the Other Options Are Incorrect:B. By default, an Update Set includes customizations, Business Rules, and homepages(Incorrect)
Update Setsdo include customizations and Business Rules, but theydo notinclude homepages by default.
Dashboards and homepagesrequire a separate process usingsys_portal_page and sys_ui_page tables.
C. An Update Set is a group of customizations that is moved from Production to Development(Incorrect)
Update Sets are typically movedfrom Development to Test/Production, not the other way around.
Best practice is to make changes inDevelopment, test them inTest/UAT, and then deploy them toProduction.
D. By default, the changes included in an Update Set are visible only in the instance to which they are applied(Incorrect)
This is misleading becausean Update Set can be exported and applied to multiple instances.
Once an Update Set isimported and committed, its changes become active in that instance.
Best Practices for Using Update Sets:✔Always preview an Update Set before committing itto ensure it contains the correct changes.
✔Use Named Update Sets, not the default "Default Update Set," to track changes effectively.
✔Ensure all related changes are included(e.g., dependencies such as script includes and tables).
✔Test Update Sets in a sub-production instancebefore applying them inProduction.
Which one of the following statements describes a characteristic of role assignment?
Roles can contain other roles, when you are assigned a role, you inherit all the roles within that role
Users can click on the Personalize Role feature to try different roles
A role is granted to a user by the System Administrator
Each user has a role in the ServiceNow platform
InServiceNow Role Management, aroleis a collection ofpermissionsthat control what users can see and do within the platform.
Role Hierarchy (Role Inheritance)
Rolescan contain other roles(known asnested roles).
When a user is assigned aparent role, theyinherit all child roleswithin it.
Example:
TheITIL roleincludesincident_managerandproblem_managerroles.
AssigningITILto a userautomatically grants them all the permissions of the included roles.
Roles Are Assigned by Administrators
Typically, roles are assigned by aSystem Administratoror an authorized user.
Role-Based Access Control (RBAC)
ServiceNow usesRBACto control access to applications, records, and actions.
B. Users can click on the Personalize Role feature to try different roles
Incorrectbecause userscannot manually switch rolesunless they have theimpersonation privilege.
C. A role is granted to a user by the System Administrator
Partially correct, butnot the best answerbecause rolescan also be assigned via groupsor automated processes, not just by a System Administrator.
D. Each user has a role in the ServiceNow platform
Incorrectbecause not all usersmust have a role.
Example:A self-service user can access the systemwithouthaving any specific role.
ServiceNow Docs: Role-Based Access Control
ServiceNow CSA Official Training Guide (User & Role Management)
Key Characteristics of Role Assignment:Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms thatroles can contain other roles, and when a user is assigned a role, they inherit all roles within it.
Which tool is used to have conversations with logged-in users in real-time?
Connect Chat
Now Messenger
User Presence
Comments
Connect Chatis the real-time messaging tool in ServiceNow that allows logged-in users to communicate instantly within the platform. It provideslive, interactive conversationsbetween users, which is particularly useful for collaboration in IT Service Management (ITSM), HR, and other ServiceNow modules.
Primary Functionality:
Enablesreal-time conversationswithin ServiceNow.
Allows communication betweenindividual users, groups, and support teams.
Can be integrated into variousServiceNow applications(e.g., Incident Management, HR Service Delivery).
Where to Access It:
Users can accessConnect Chatfrom theConnect Sidebar(a chat window on the right side of the screen).
Available under:All → Connect Chat.
Key Features:
Supportsone-on-one and group conversations.
Integrates withwork notes and commentson ServiceNow records.
Providesnotifications and presence indicatorsto show who is online.
Understanding Connect Chat:
B. Now Messenger– Incorrect.
No such tool calledNow Messengerexists in ServiceNow.
C. User Presence– Incorrect.
User Presenceallows users to seewho is onlinein the system but does not provide chat functionality.
D. Comments– Incorrect.
Commentsare used to provideasynchronous updateson records but do not enablereal-time communication.
Explanation of Incorrect Answers:
ServiceNow Product Documentation → Connect Chat
ServiceNow CSA Study Guide → Collaboration Tools in ServiceNow
ServiceNow Knowledge Base → Connect Chat vs. User Presence
References from Certified System Administrator (CSA) Documentation:
What are the 6 methods available for user authentication?
Local Database: The user name and password in their user record in the instance database.
Multifactor: The user name and password in the database and passcode sent to the user's mobile device that has Google Authenticator installed
LDAP: The user name and password are accessed via LDAP in the corporate directory, which has a matching user account in the database.
SAML 2.0: The user name and password configured in a SAML identity provider account, which has a matching user account in the database.
OAuth 2.0: The user name and password of OAuth identity provider, which has a matching user account in the database.
Digest Token: An encrypted digest of the user name and password in the user record.
Thesix methods available for user authenticationin ServiceNow are:
Local Database– The user authenticates using a username and password stored in theinstance database.
Multifactor Authentication (MFA)– The user provides their username, password, and apasscode(e.g., from Google Authenticator).
LDAP (Lightweight Directory Access Protocol)– The user authenticates using credentials stored in a corporateLDAP directory.
SAML 2.0 (Security Assertion Markup Language)– The user is authenticated via an externalSAML Identity Provider (IdP).
OAuth 2.0– The user authenticates via anOAuth identity provider(such as Google, Microsoft, or Facebook).
Digest Token Authentication– The user authenticates using anencrypted tokenrather than directly submitting a password.
Thus, the correct answer is:
A, B, C, D, E, F
ServiceNow supports multiple authentication methods to provideflexibility, security, and integration capabilitieswith external identity providers.
Local Database Authentication:
ServiceNow storesusernames and passwordsin the internal database.
Users authenticate directly with the instance.
This method is commonly used when no external authentication provider is configured.
Multifactor Authentication (MFA):
Enhances security by requiringtwo authentication factors:
Username and password(stored in the database).
Passcodefrom a registered device (such as Google Authenticator, Microsoft Authenticator).
MFA helpsprevent unauthorized accesseven if credentials are compromised.
LDAP Authentication:
Allows users toauthenticate against an external LDAP directory(such as Microsoft Active Directory).
The user must have amatching record in the ServiceNow user table ([sys_user]).
ServiceNowdoes not store passwordswhen using LDAP; it only validates credentials against the directory.
SAML 2.0 Authentication:
Users authenticate via aSAML Identity Provider (IdP)such asOkta, Microsoft Azure AD, or Ping Identity.
ServiceNow acts as aService Provider (SP)and does not store passwords.
ProvidesSingle Sign-On (SSO)capabilities.
OAuth 2.0 Authentication:
Allows authentication viaOAuth providers(Google, Facebook, Microsoft, etc.).
Users do not need to store passwords in ServiceNow; instead, authentication is delegated to theOAuth identity provider.
Digest Token Authentication:
Uses anencrypted token(instead of a plaintext password) to authenticate users.
Often used forAPI-based authenticationor scenarios where passwords should not be transmitted over the network.
Each method aligns with ServiceNow's authentication mechanisms as per official documentation.
ServiceNow supports a hybrid authentication approach, allowing multiple methods to coexist.
ServiceNow Docs – Authentication
ServiceNow Security Best Practices – Authentication & Access Controls
ServiceNow Developer Portal – SSO & OAuth Authentication
Why These Are the Correct Methods?References from Certified System Administrator (CSA) Documentation:
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
ServiceNow Table Schema – sys_user_role
ServiceNow Developer Portal – Role Hierarchy & Best Practices
References from Certified System Administrator (CSA) Documentation:
For Administrators creating new Service Catalog items, what is a characteristic they should know about Service Catalog variables?
Service Catalog variables can only be used in Record Producers
Service Catalog variables can only be used in Order Guides
Service Catalog variables cannot affect the order price
Service Catalog variables are global by default
Service Catalog variables in ServiceNow are used to capture user input when they request catalog items, record producers, or order guides. These variables help customize user interactions and drive automation within Service Catalog workflows.
Key Characteristics of Service Catalog Variables:
Global by Default:
When a Service Catalog variable is created, it isglobal by default, meaning it can beused across multiple catalog itemsunless scoped to a specific item.
This helps inreusabilityof variables across different catalog items, reducing redundancy.
However, administrators candisable the "Global" checkboxif they want the variable to be specific to one catalog item.
Types of Service Catalog Variables:
Variables can besingle-line text, choice lists, reference fields, checkbox, multi-line text, and more.
They allow administrators to collect structured data from users during item requests.
Reusability Across Catalog Items:
Global variables can be used across multiple catalog itemswithout creating duplicate variables.
This is useful when multiple items require the same type of user input (e.g., location, department).
Visibility and Dependency:
ServiceNow allowsUI policiesandcatalog client scriptsto control the behavior of these variables dynamically.
Admins can configurevisibility, mandatory status, or dependenciesbased on user selections.
Explanation of Other Options (Why They Are Incorrect):
Option A (Service Catalog variables can only be used in Record Producers) – Incorrect
While Service Catalog variablescanbe used in Record Producers, they arenot limitedto them.
Variables can also be used inCatalog Items, Order Guides, and Requested Items (RITM).
Option B (Service Catalog variables can only be used in Order Guides) – Incorrect
Service Catalog variablescanbe used in Order Guides, but they arenot restrictedto them.
Order Guides allow multiple items to be ordered together, but variables can be used independently in Catalog Items and Record Producers as well.
Option C (Service Catalog variables cannot affect the order price) – Incorrect
Service Catalog variablescan affect pricingthroughVariable Price Mapping.
If configured, variables (like dropdowns or checkboxes) can be linked to aprice adjustment, impacting the total cost of the request.
For example, selecting "Additional Storage" in a cloud server request could add extra costs dynamically.
Official Reference from ServiceNow Certified System Administrator (CSA) Documentation:
ServiceNow Documentation – Service Catalog Variables: ServiceNow Variables Guide
ServiceNow CSA Exam Guide: Covers Service Catalog fundamentals, including variable behavior and reusability.
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
ServiceNow Community: Best Practices for User Impersonation
References from Certified System Administrator (CSA) Documentation:
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
ServiceNow Community: Personalizing the Application Navigator with Favorites
Additional Notes & Best Practices:References from Certified System Administrator (CSA) Documentation:
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."
When using the Load Data and Transform Map process, what is the Mapping Assist used for?
Mapping fields using the Import Log
Mapping fields using Transform History
Mapping fields using an SLA
Mapping fields using a Field Map
InServiceNow, theLoad Data and Transform Mapprocess is used toimport data from external sources(e.g., CSV, Excel, XML) into the ServiceNow platform. TheMapping Assisttool is a feature within this process that helps administrators visually map fields between thesource data(imported file) and thetarget tablein ServiceNow.
Load Data:
Data is imported from an external source (e.g., CSV file, Excel spreadsheet, XML data).
The imported data is temporarily stored in astaging table(Import Set Table).
Transform Map:
ATransform Mapdefines how fields in the import set should be mapped to the target table in ServiceNow.
It allows datatransformation, filtering, and scriptingduring the import process.
Mapping Assist:
Mapping Assistis avisual toolthat helps administrators easily map fields between the import set and the target table.
It provides adrag-and-drop interfaceto connect fields.
Helps preventerrors in field mapping, ensuring data integrity.
Understanding the Load Data and Transform Map Process
Why Answer "D" is Correct:✔️"Mapping fields using a Field Map."
TheField Mapis created in theTransform Mapto define how fields from the import set match fields in the target table.
Mapping Assistis used tovisually linkthese fields, making it easier to set up the transformation process.
Why the Other Answers Are Incorrect:A. "Mapping fields using the Import Log."
Incorrectbecause theImport Logtracks the progress of an import job but does not provide field mapping.
The Import Log is used fortroubleshooting errors, not for mapping fields.
B. "Mapping fields using Transform History."
IncorrectbecauseTransform Historytracks past transformations and changes made during imports, but it isnot used for mapping fields.
It is used forauditing and debugging transformations, not field mapping.
C. "Mapping fields using an SLA."
IncorrectbecauseSLAs (Service Level Agreements)are used for tracking and enforcing deadlines on tasks,not for data mapping.
SLAs have no role in theLoad Data and Transform Mapprocess.
ServiceNow CSA Study Guide – Import Sets & Data Transformation
ServiceNow Docs: Transform Maps & Field Mapping(ServiceNow Documentation)
ServiceNow Docs: Mapping Assist Feature
References from the Certified System Administrator (CSA) Documentation:
Knowledge articles within a knowledge base are grouped by category.
True
False
InServiceNow, knowledge articles within aKnowledge Base (KB)aregrouped by categoriesto help users easily find and navigate relevant information.
Hierarchical Structure:
Categories can haveparent-child relationships, allowing forsubcategories.
Example:
Key Features of Knowledge Article Categorization:nginx
CopyEdit
ITSupport
├── Hardware
│ ├── Laptops
│ ├── Printers
├── Software
│ ├── Windows
│ ├── MacOS
Improved Search & Filtering:
Users can filter knowledge articlesby categoryin the Service Portal, Knowledge Management homepage, or in the Global Search.
Permissions & Visibility Control:
Categories can havespecific user criteriato restrict access to certain articles based on roles or groups.
Article Organization & Management:
Knowledge managers canreassign articlesto different categories if needed.
Knowledge Base (KB) articlesare always assigned to acategoryfor structured organization.
Without categories, articles would be unstructured and difficult to locate.
Knowledge Management Overview
Knowledge Management in ServiceNow
Creating and Managing Knowledge Categories
Knowledge Base Categories
Why the Answer is True?References from ServiceNow CSA Documentation:Final Verification:Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.
What defines conditions that are evaluated against users to determine which users can create, read, write, and retire knowledge articles.
User conditions
User info
User Criteria
User permissions
In ServiceNow,User Criteriadefine conditions that determinewhich userscancreate, read, write, and retireknowledge articles in aKnowledge Base (KB). User Criteria help enforceaccess controland ensure that only authorized users can interact with specific knowledge bases.
Control who canread, contribute, edit, or retireknowledge articles.
Based onroles, groups, departments, locations, or custom conditions.
Applied at theKnowledge Base level, affecting all articles within that KB.
Can be combined using"Must match all"or"Match any"logic.
Example 1: Restricting Read Access
A knowledge base for IT Support should be accessibleonly to IT employees.
User Criteria:Department = IT, OR Role = itil
Only IT employees or ITIL users can read articles in this KB.
Example 2: Controlling Who Can Contribute
OnlyHR staffshould be allowed to create or update HR-related knowledge articles.
User Criteria:Group = HR Team, OR Role = knowledge_manager
Only HR Team members and Knowledge Managers can contribute.
User Criteriais the official term in ServiceNow for defining access control conditions for knowledge articles.
It allows precise control over who canread, create, write, or retirearticles.
It is a feature within theKnowledge Management application.
A. User Conditions – Incorrect
No such concept exists in ServiceNow. User Criteria, not "User Conditions," determine knowledge article access.
B. User Info – Incorrect
"User Info" refers to details stored in thesys_usertable (e.g., name, email) but does not define knowledge permissions.
D. User Permissions – Incorrect
While permissions exist in ServiceNow (via roles and ACLs),User Criteriaspecifically manageKnowledge Baseaccess.
ServiceNow Docs: User Criteria for Knowledge Management
ServiceNow CSA Study Guide – Knowledge Management Permissions
ServiceNow Product Documentation: Configuring Knowledge Base Access
Key Features of User Criteria:Examples of User Criteria:Why "C. User Criteria" is the Correct Answer?Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
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