Unlock your Full CSA ServiceNow Stable Exam

ServiceNow Certified System Administrator Questions and Answers

Question 1

What type of field has a drop down list, from which you can pick from pre-defined options?

Options:

Choice

Picker

Drop down

Option

Question 2

If a user is on an Incident form and is alerted when they change the value of the Priority field, which type of script executes in the Platform?

Options:

A server script

A client script

A fix script

A business rule

Question 3

What are examples of UI Actions relating to forms?

Choose 3 answers

Options:

Form Context Menu

Form View

Form Buttons

Form Links.

Form Columns

Question 4

Tables may have a One to Many relationships. From the Service Catalog, what are examples of tables having a one to many relationships? (Choose three.)

Options:

One Approval can have many Requests

One Request can have many Requested Items

One Requested Item can have many Approvals

One Requested Item can have many Catalog Tasks

One Cart can have many Requests

Question 5

What process allows users to create, categorize, review approve and browse important information in a centralized location that is shared oy the entire organization?

Options:

Self Service Management

Knowledge Management

Knowledge-Centered Management

Information Portal Management

Business Information Management

Question 6

Which low components allow you to specify when a flow should be run?

Options:

Trigger and Condition Pill

Scope and Trigger Condition

Trigger and Condition

Trigger Criteria and Clock

Condition and Table

Question 7

Which modules can you use to create a new table?

Choose 2 answers

Options:

Tables & Columns

Schema Map

Dictionary

Tables

Question 8

What icon do you use to change the icon and color on a Favorite’?

Options:

Star

Triangle

Pencil

Clock

Question 9

Here is an example of the criteria set for a knowledge base:

* Companies: ACME North America

* Department: HR

* Groups: ACME Manager

* Match All: Yes

In this example, what users would have access to this knowledge base?

Options:

Members of the ACME manager group, who are also members of HR Department and part of the ACME North America

Employees of ACME North America, who are members of HR Department or the ACME Manager group

Users which are members of either ACME North America, or HR Department, or ACME Manager Group

Member of the ACME Manager group, and HR department, regardless of geography

Question 10

On a list, what does each row show?

Options:

A filter

A record

A table

A field

Question 11

On the Cl Dependency View, what enables you to trace from an infrastructure item, like a Server, to the Services that are dependent on that Server?

Options:

Service Tracer

Automapping Utility

Relationships

Transform Map

Question 12

The wait time for end users is based on the round-trip between the client and the server. What activities are included in the round-trips?

Options:

Request + Response

Save + Update

Write + Read

Submit + Query

Insert + Verify

Question 13

Which action enables a user to view and specify date and time formats in their instance?

Options:

Create a UI Script to set the default timezone

Ask the user to adjust the time zone on their personal computer

Select the User menu > Preferences > Language & Region > Set date and time format and time zone

Select the User menu > Preferences > Time Settings > Toggle display time zone

Use the system properties to correct the instance's time zone

Question 14

Where do you navigate to add a list of Incidents created by a user to the bottom of their user record?

Options:

Context Menu > Configure > Related Lists

Right-click on Form > Configure > Related Cases

Right-click on the Form > Configure > Add Lists

Context Menu > Configure > Related Records

Question 15

What are examples of Core tables in the ServiceNow platform?

Options:

Configuration, Connect, Chat

Team, Party, Awards

User, Task, Incident

Work, Caller, Timecard

Question 16

A manager is complaining that they can’t get the data they need on a report because the data resides in two different tables. This data is used for many different reports in their department. You have checked to see if dot-walking will meet the requirement, and it is not possible. What else might you try to help this manager?

Options:

Create a custom table

Create a Report Template

Create a Database View

Export the tables to a spreadsheet

Create a Report Source

Question 17

What instance resource allows you to access guided tours, information about actions, and instructions an how to use inputs and outputs in your flaw?

Options:

Community

Help Panel (question mark icon)

Docs

Wiki

Question 18

What section on a task record is used to see the most recent updates made to a record?

Options:

Related List

Activity Stream

Audit Log

Timeline

Question 19

A Service Catalog project will involve building 80 catalog items. For each of the catalog items, the following fields will be mandatory on the forms:

* Requested for

*Requested by

* Approving manager

* Delivery instructions

All of the other variables will be specific to the individual catalog item. What features would you use when designing the catalog item form?

Options:

Create one Variable Set for the four variables; then add that variable set to each of the 80 catalog items.

Create a Record Producer that contains the four fields: then add to the record producer related list on the Catalog files.

Create a Flow Designer Action, with Variable Set Data Pill; then apply flow to all of the 80 catalog items.

Create an Order Guide, which includes all variables: then copy and hide variables as needed.

Create a Variable Set Template: then apply to all of the catalog items.

Question 20

When creating a new notification, what must you define?

Choose 3 answers

Options:

What is the content of the notification

The associated knowledge base

Under what conditions is the notification sent

Who receives the notification

Settings for handling inactive user accounts

Question 21

What is the definition of a group?

Options:

An escalation pod

A department

A collection of users

A collection of subject matter experts

A team of users

Question 22

On Access Control Definitions, what are ways you can set the permissions on a Table?

Choose 3 answers

Options:

Groups

CRUD

Roles

Script that sets the answer variable to true or false

Conditional Expressions

Question 23

Farm a form, what would you click, to modify the order of the fields on the form?

Choose 2 answers

Options:

Context Menu > Configure > Form Layout

Context Menu > Form > Layout

Right click on header > Configure > Form Design

Context Menu > Configure > Form Designer

Right click on header > Configure > UX Dashboard

Question 24

‘Your customer has a Human Resources knowledge base, which is only accessible to members of the Human Resources department. A new procedure regarding employee quarterly reviews needs to be published to the quarterly review category of the

HR knowledge base, but should only be visible for HR managers. How would you meet this requirement?

Options:

On the Knowledge Base, add User Criteria with a Manager Can Read script to the Can Read list, publish article to any category

Add User Criteria for HR Manager Group on the Category’s Can Read list

On the Knowledge Article, add an Access Control for HR Manager Group on the Can Read list, then publish article to any category.

Add User Criteria for HR Manager Group on the Can Read list of the article

Question 25

When moving a homepage or dashboard between instances, what must you remember?

Options:

Create a separate update set for them

They are automatically added to the update set

Manually add them to the update set

They cannot be moved via update set

Question 26

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?

Options:

Update sets

Transform maps

System dictionaries

Import sets

Question 27

The Report Designer contains different section for configuring your report. Which section is used to specify the name of the report, and the table or data source for the report.

Options:

Properties

Data

Configure

Type

Sources

Question 28

If users would like to locate and assign a task to themselves in the Platform, what action could they perform from the list view to make the assignment? (Choose 2 answers)

Options:

Select the record using the check box, then select the Person icon

Select the Task number, and select the Assign to me UI action on the form

Right-click on the Task number and select the Assign to me option in the menu

Double-click on the Assigned to value, type the name of the user, and select the green check

Select the record using the check box, then select the Assign To Me UI action on the List Header

Question 29

On a filter condition, there is an element, which is based on the table, the user access rights, and columns on the table. What is this element called?

Options:

Attribute

Label

Field

Column

Data Element

Question 30

What are advantages of using Flow Designer? (Choose three.)

Options:

Supports advanced developers

Enables complicated scripting

Reduces technical debt

Less manual scripting

Smooth integration with 3rd party systems

Question 31

How would you define an Access Control, to allow a user with iti role to have permission to create incident records?

Options:

Name: incident”; Permission: write; Role: itil

Name: incident Any, Operation: write, Permission: itil

Name: incident.*; Operation: write; Permission: itil

Name: incident None, Permission: create: Role: itil

Name: incident. None; Operation: create; Role: itil

Question 32

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

Options:

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

Question 33

If users would like to locate and assign a task to themselves in the Platform, What action could they perform from the list view to make the assignment?

Choose 2 answers

Options:

Select the record using the check box, then select the Person icon

Double click on the Assigned to value, type the name of the user, and select the green check

Select the record using the check box then select the Assign To Me UI action on the List Header

Right click on the Task number and select the Assign to me option in the menu

Select the Task number, and select the Assign to me UI action on the form

Question 34

Your customer requires that they be able to monitor which users are performing impersonations in their instance. What would you do to meet that requirement?

Options:

Add the role Log Write [sn_log_write] to the Impersonator Group

Create user update set for impersonation tracking

Activate the glide.sys.log_impersonation prop

From User icon, select Elevate Roles

On the Impersonator role record, right click and select Create Log

Question 35

Which is the base table of the configuration management database hierarchy?

Options:

cmdb_d

ucmdb

cmdb_ret_Oi

cmdb

Question 36

What component causes a flow to run after a record has been created or updated?

Options:

Date-based trigger

Record-based trigger

On-change trigger

Application-based trigger

Updated-date trigger

Question 37

Access Control rules are applied to a specific table, like the Incident table. What is the object name for a rule that applies to the entire Incident table (all rows and fields)?

Options:

incident .*

incident.all

incident .!

incident.None

Question 38

What are the benefits of building flows using Flow Designer? Choose 3 answers

Options:

Supports easy integration with 3rd party systems

Provides IDE for complicated scripting

Provides natural-langauge descriptions of flow logic

Supports No-Code application development

Automatically populates SLA records

Provides built-in libraries /API for complex coding

Question 39

A form displays information about one record at the top, for example a User, Additional records, which are associated with that

User, are displayed on tabs at the bottom of the form. What are those tabs called?

Options:

Additional Info

More Info

Options:

Data Atlas

Table Class Manager

Schema

Dictionary

Field Map

Question 41

What is the language used for scriptingin ServiceNow?

Options:

JavaScript

C++

PHP

Python

Question 42

You have heard about a new application released by SericeNow, You want to try it out, to-see if it might be useful for your company's ServiceNow implementation. What would be the best way to get hands-on experience with the new application?

Options:

Check the latest release notes at docs.servicenow.com.

Activate the application plug in, on your personal dev instance.

Search the wiki for the sales demo request form,

Activate the application plug in, on your company's production instance.

Question 43

When an administrator sets a policy that is applied to all data entered into the Platform (UI, Import Sets, or Web Services), where does this policy run by default?

Options:

Network

Server

Client

Browser

Question 44

Which feature allows you to automate business logic for a particular application or process such as approvals, tasks notifications, and record operations?

Options:

Flows

Action Sequences

Action Sets

Task Flows

Flow Diagrams

Question 45

Your company is giving all first line workers a special T-shirt as a recognition for their hard work. Management team wants a way for employees to order the T-shirt, with the ability to specify the preferred size and color. How would you ensure that only first line workers (non-managers) can submit the order?

Options:

Create Record Producer and use the Available For list to specify First Line [sn_first_line] role

Create Catalog Item and use the Not Available list to specify the Manager Group

Create Catalog Item and use the Available For list to specify ITIL [itil] role

Create Order Guide and use the User Criteria list to specify First Line [sn_first_line] role

Question 46

Which one of the following statements is true?

Options:

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

Question 47

How are local flow variables accessed in the Flow Designer Data panel?

Options:

As newly generated icons

As scratchpad variables

As new tabs

As data pills

Question 48

When does the Submit button appear on a form?

Options:

When saving an old record

When creating a new record

When changing the reference field in an existing record

When updating an existing record

Question 49

In addition to the admin role, which one of the following roles allows a user to add or remove fields from a list?

Options:

personal ize.control

personal_list

ul_page_admin

ui_action_admin

Question 50

What are the three components of a filter condition?

Options:

Field. Operator and Value

Condition. Operator, and Value

Field, Condition, and Value

Variable, Field, and Value

Question 51

Where in Flow Designer can users access information about actions that are added to the flow?

Options:

Virtual Agent Help

Local Action Help

Help Panel

Flow Assistant

Question 52

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?

Options:

Database View

Many to Many

One to Many

Extended

Question 53

What is used frequently to move customizations from one instance to another?

Options:

Update Sets

Code Sets

Update Packs

Configuration Logs

Remote Sets

Local Sets

Code Packs

Question 54

Which one of the following is NOT a type of Visual Task Board?

Options:

Feature

Guided boards

Flexible

Freeform

Question 55

When creating a global custom table named “abc”, what is the table name that is automatically assigned by the platform?

Options:

snc_abc

abc

u_abc

sys_abc

Question 56

Two departments (HR Onboarding and Facilities) have come to you, asking for a way for employees to request event room set up services. The requirements are the same for the form and the task routing to the Facilities’ assignment group.

For HR, the item will be used primarily for the Onboarding coordinators, for employee orientation sessions.

For Facilities, the item will be used for anyone in the company who needs room set up services.

However, both departments have their own service catalogs. What do you do, to support these requirements?

Options:

Create one Catalog Item for HR Event Room Set Up and one for Facilities Event Room Set Up; then publish each to the appropriate Catalog.

Create one Catalog Item for Event Room Set Up; then publish to both Catalogs.

Create one Catalog Item for Event Room Set Up; then publish to the Parent Catalog, which is accessible to both HR and Facilities.

Create one Catalog Item for Event Room Set Up; then use ACLs to control access.

Question 57

What is a quick way to create a report from a list view?

Options:

Click on filter breadcrumb, drag and drop on the Report > Create New module

Click Funnel, define filter conditions, click Create Report

Click Context Menu, select Create Report

Apply filter, right click on column header, select Bar Chart

Apply filter, right click on column header, select Create Report

Question 58

When testing a catalog item, having a manager approval flows, which of these best practices would you follow? (Choose three.)

Options:

Make sure the latest flows are activated.

Use the instance Incognito setting to quickly toggle between requester and approver.

Impersonate the requester to ensure the form works.

Make sure the requester's user record has a manager specified.

Create and select your Testing Update Set, before starting the test cases.

Use your Admin account, so you can approve the items quickly.

Answer:

A, C, D

Explanation:

When testing acatalog itemwith amanager approval flow, it's important to verify that the request submission, approval process, and workflow execution are working as expected. Following best practices ensures that the process functions correctly before deployment.

Why These Options Are Correct?A. Make sure the latest flows are activated.

ServiceNowflow designerallows admins to create and manageapproval flowsfor catalog items.

Before testing, it's crucial to verify that the latest version of the flow isactivated, ensuring that the system runs the correct approval logic.

C. Impersonate the requester to ensure the form works.

Impersonationallows administrators totest the user experiencewithout logging in as different users manually.

This is essential to verify thatnon-admin userscan correctlysubmit the requestand trigger the approval process.

D. Make sure the requester's user record has a manager specified.

Themanager approval flowrelies on the requester'sManagerfield in their user record.

If this field is empty, the approval requestwill not be sent to the correct manager, causing the workflow to fail.

Why the Other Options Are Incorrect?B. Use the instance Incognito setting to quickly toggle between requester and approver.

There isno "Incognito setting"in ServiceNow to toggle users.

Thecorrect methodis using theimpersonatefeature.

E. Create and select your Testing Update Set, before starting the test cases.

WhileUpdate Setstrack customizations, they arenot required for testinga catalog item’s approval workflow.

Update Sets are primarily used formigrating changesbetween instances (e.g., from Dev to Test).

F. Use your Admin account, so you can approve the items quickly.

Admin accountsoverride approval workflowsand do not provide an accurate test.

The correct method is toimpersonate the requester and approver roles separatelyto ensure the workflow works as expected.

ServiceNow Flow Designer - Approval Workflow Testing Best Practices

ServiceNow Impersonation Feature for User Testing

ServiceNow ITSM - Catalog Item Testing & Validation

References to Official Certified System Administrator (CSA) Documentation:

Question 59

What are different types of Data Sources, which may be imported into ServiceNow? (Choose four.)

Options:

Local Sources (i.e. XML, CSV, Excel)

Implementation Spoke

DataHub

JDBC Connection

Network Server

LDAP Connection

Question 60

On a Business Rule, the When setting determines at what point the rule executes. What are the options for specifying that timing?

Options:

Before, After, Async, Display

Prior to, Synchronous, on Update

Insert, Update, Delete, Query

Before, Synchronous, Scheduled Job, View

Question 61

When moving multiple update sets at one time, what might you do to facilitate the move?

Options:

Batch

Verify

Test

Preview

Question 62

As an IT employee what interface would you use, if you wanted to browse internal IT documentation, like troubleshooting scripts and FAQs?

Options:

Knowledge

ServiceNow Wiki

Knowledge Now

SharePoint

Stack Overflow

Question 63

Which certificate-based authentication methods can be enabled so that users can log into the Service Portal? (Select all that apply) Select 2 Answers from the below options

Options:

Extended Validation Access (EVA)

Organization Verification Card (OVC)

Common Access Card (CAC)

Domain Authentication Card (DAC)

Personal Identify Verification (PIV)

Question 64

The ServiceNow platform includes which types of interfaces? (Choose three.)

Options:

Now Mobile Apps

Agent Control Center

Back Office Dashboard

Service Portals

Now Platform® User Interfaces

Field Service Taskboard

Question 65

IntegrationHub enables execution of third-party APIs as a part of a flow. These integrations are referred to as

Options:

an action

a spoke

a connection

an integration step

Question 66

What is the difference between a Ul Policy and Data Policy?

Options:

Data Policies run only after Ul Policies run successfully

Data Policies run regardless of how data is entered Into ServiceNow, while Ul Policies are used for form interactions

Data Policies can be converted into Ul Policies, but Ul Policies can not be converted into Data Policies

Data Policies run when data is entered through the form, by an Import Set or by web services, while Ul Policies are set only by web services

Answer:

Explanation:

BothUI PoliciesandData Policiesare used to enforce rules on data in ServiceNow, but they work differently in terms ofwhere and howthey apply.

Key Differences Between UI Policies and Data Policies:Feature

UI Policy

Data Policy

Scope

Worksonly on formsin the user interface (UI)

Works onall data entry methods, including forms, imports, and web services

Execution

Runsclient-sidein the browser

Runsserver-sideon the database

Purpose

Dynamicallyshow/hide, make fields mandatory, or read-onlyon forms

Enforcesmandatory and read-only fieldsat thedatabase level

Applies to

Userinteractions on forms

All data sources(Forms, Import Sets, Web Services, API)

Conversion

Can be converted into Data Policies

Cannot be converted into UI Policies

Why "B. Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions" is Correct:Data Policies apply to all data entry methods, ensuring data integrity no matter how the data enters ServiceNow.

UI Policies only apply to the user interface (forms)and dynamically modify field behavior in real-time.

A. Data Policies run only after UI Policies run successfully→UI Policies and Data Policies work independently and do not depend on each other.

C. Data Policies can be converted into UI Policies, but UI Policies cannot be converted into Data Policies→The opposite is true: UI Policies can be converted into Data Policies, but not the other way around.

D. Data Policies run when data is entered through the form, by an Import Set, or by Web Services, while UI Policies are set only by web services→UI Policies arenot related to web services; they only apply to form interactions.

Why Other Options Are Incorrect:

ServiceNow Documentation:UI Policies vs. Data Policies

CSA Exam Guide:CoversUI Policies and Data Policies differencesin form and system-wide data enforcement.

Reference from CSA Documentation:Thus, the correct answer is:

B. Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions

Question 67

What is a role in ServiceNow?

Options:

A role is one record m the Role [sys_user_role] table

A role is one record in the Role Iuser_sys_role] table

A role is a persona used In Live Feed Chat

A role Is a set of modules for a particular application

Question 68

What is a Notification?

Options:

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

Question 69

Which of the following are not included in an Update Set, by default? (Choose four.)

Options:

Homepages

Data

Published Workflows

Business Rules

Schedules

Database changes

Related Lists

Answer:

A, B, C, H

Explanation:

InServiceNow, anUpdate Setis a mechanism used tocapture customizationsmade in an instance andmove them to another instance(e.g., from development to production). However, certain elements arenot included in an Update Set by default.

Homepages (A) –Correct

Homepages are stored asuser-specific or global content, and they are not included in update sets by default.

To migrate them, you need tomanually export/importthem or use thesys_portal_page_settable.

Data (B) –Correct

Update Setsdo not include actual data, such as incident records, user records, or CMDB data.

Onlyconfiguration changes(like fields, forms, and workflows) are captured.

Data migration must be handled separately usingData Export or Integration methods.

Published Workflows (C) –Correct

Once a workflow ispublished, it is stored as a runtime instance and not automatically included in an Update Set.

To capture it, you mustmanually updatethe workflow before moving it in an Update Set.

Report Definitions (H) –Correct

Reports and their configurations are not automatically included in Update Sets.

You mustmanually include themby marking them as "Captured in Update Set."

D. Business Rules(Captured in Update Sets)

E. Schedules(Captured in Update Sets)

F. Database changes(Captured in Update Sets)

G. Related Lists(Captured in Update Sets)

I. Scheduled Jobs(Captured in Update Sets)

J. Client Scripts(Captured in Update Sets)

K. Views(Captured in Update Sets)

ServiceNow Update Sets Overview:https://docs.servicenow.com/en-US/bundle/utah-application-development/page/build/system-update-sets/concept/c_UpdateSets.html

ServiceNow Update Set Best Practices:https://docs.servicenow.com/en-US/bundle/utah-application-development/page/build/system-update-sets/concept/update-set-best-practices.html

Items NOT Included in Update Sets (By Default):Items That ARE Included in Update Sets (By Default):Official References from Certified System Administrator (CSA) Documentation:

Question 70

What do you activate when you want to add applications or functionality within your development instance?

Options:

App Package

Updated Pack

Patch

Plugin

App Updated Set

Question 71

What is NOT an example of a UI Action?

Options:

Form buttons

list Buttons

Options:

Transform Schema

Schema Map

Dictionary Map

Transform Map

Field Transformer

Import Designer

Question 73

What is the difference between a UI Policy and Data Policy?

Options:

Data Policies run when data is entered through the form, by an Import Set, or by web services, while UI Policies are set only by web services

Data Policies can be converted into UI Policies, but UI Policies cannot be converted into Data Policies

Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions

Data Policies run only after UI Policies run successfully

Answer:

Explanation:

In ServiceNow,UI PoliciesandData Policiesserve different but complementary purposes in controlling data behavior and enforcing business rules.

UI Policies are client-side rules that dynamically change form behavior based on user interactions.

They enable administrators to show/hide fields, make fields read-only, or set fields as mandatory dynamically.

UI Policies only apply when a user is interacting with a form through the ServiceNow UI (Client-side execution).

These policies do not enforce rules if data is added via an Import Set, API, or background script.

Data Policies enforce rulesserver-side, meaning they applyregardless of how data is entered(e.g., form submission, Import Sets, SOAP/REST API calls, or Business Rules).

They ensure data integrity by making fields mandatory, setting read-only properties, or applying other restrictions.

Data Policies can apply conditions globally, unlike UI Policies, which work only in the UI context.

UI Policies:Data Policies:Key Differences:Feature

UI Policy

Data Policy

Scope

Affects only forms (Client-side)

Affects all data entry points (Server-side)

Execution Location

Runs in the browser

Runs on the server

Triggers

User interaction on the form

Any data entry method (Forms, Import Sets, API, etc.)

Enforcement

Works only when using the UI

Applies even when data is added outside the UI

"Data Policies run regardless of how data is entered into ServiceNow"→Correct, because Data Policies enforce rules whether the data is entered via UI, API, Import Sets, or other means.

"UI Policies are used for form interactions"→Correct, because UI Policies apply only to client-side form behavior.

Option A: Incorrect. UI Policies are not set by web services; they are applied when interacting with forms.

Option B: Incorrect. While some Data Policies can be converted into UI Policies, the reverse is not true in all cases.

Option D: Incorrect. UI Policies and Data Policies operate independently, and Data Policies do not depend on UI Policies running first.

Why Option C is Correct:Why Other Options are Incorrect:

[References:For official documentation, refer to:, ServiceNow Docs - UI Policies, ServiceNow Docs - Data Policies, ServiceNow Community - UI Policy vs Data Policy, , , ]

Question 74

Which section of the ServiceNow UI allows you to perform a global search?

Options:

Application Navigator

Banner frame

List pane

Content frame

Question 75

Which of the following is used to categorize, flag, and locate records?

Options:

Favorites

Options:

The Event Registry lists all Events that have successfully completed within a 24-hour period

The Event Registry is a list of all Events that originate through an integration

The Event Registry is a module that provides Event definitions

The Event Registry is a list of all Events that have successfully completed after being Invoked by a script

Answer:

Explanation:

In ServiceNow, theEvent Registryis a module thatstores and defines all system eventsthat can be triggered within the platform. Events in ServiceNow are used to trigger business rules, notifications, workflows, and integrations based on specific system activities.

TheEvent Registry [sysevent_register]table containspredefined and custom event definitions.

It allowsdevelopers and administratorsto definenew custom events.

Events can betriggered manually (via scripts) or automaticallybased on system actions.

Events arenot tied to a specific timeframebut are available for use whenever triggered.

Triggering a Notification

When an incident is assigned, an event such as"incident.assigned"is triggered, which can send an email notification to the assigned user.

Initiating an Automated Workflow

When a new user is onboarded, an event like"user.onboarded"can trigger a workflow to create necessary accounts and permissions.

Logging Custom Events for Reporting

Custom events like"asset.verified"can be used to track when an asset verification process is completed.

Key Features of the Event Registry:Example Use Cases of the Event Registry:

TheEvent Registryisnot a log of completed eventsbut arepository of event definitionsthat can be triggered.

It defines bothdefault and custom eventsthat can be used across different system processes.

It is used forevent-driven automationin ServiceNow.

Why "C. The Event Registry is a module that provides Event definitions" is the Correct Answer?

A. The Event Registry lists all Events that have successfully completed within a 24-hour period – Incorrect

This describes theEvent Log [sysevent]table, not the Event Registry.

B. The Event Registry is a list of all Events that originate through an integration – Incorrect

TheEvent Registryis not specific to integrations; it applies to all events in the system.

D. The Event Registry is a list of all Events that have successfully completed after being Invoked by a script – Incorrect

Events triggered by scripts are logged in theEvent Log, not theEvent Registry.

Explanation of Incorrect Options:

ServiceNow Docs: Understanding the Event Registry

ServiceNow CSA Study Guide – Event Management

ServiceNow Product Documentation: Creating and Managing Events

References from Certified System Administrator (CSA) Documentation:

Question 77

Which of the following protects applications by identifying and restricting access to available files and data?

Options:

Application Configuration

Verbose Log

Access Control Rules

Application Scope

Question 78

Your customer would like to create a new template to notify users who are affected by network outages at their site. Which module would you use to create a new notification?

Options:

System Notification > Email > Notifications

Administration > Notification Overview

System Properties > Email > Settings

User Preferences > Email > Notifications

Click Gear > Notifications > New

Question 79

What functiondo you use to addbuttons, links, and context menu items on forms and lists?

Options:

UI Policies

UI Settings

UI Actions

UI Config

Question 80

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.)

Options:

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

Question 81

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?

Options:

Long-term signals

Non-signals

Anti-signals

Stability signals

Question 82

What are two ways to generate an Event? (Choose two.)

Options:

Business Rule

Workflow

Log entry

Knowledge article publication

Question 83

Which core table in the ServiceNow platform provides a series of standard fields used on each of the tables that extend it, such as the Incident [incident] and Problem [problem] tables?

Options:

Task [task]

Assignment [assignment]

Service [service]

Workflow [workflow]

Question 84

What kind of data can Import Sets use to populate tables in ServiceNow?

Options:

CSS, SOAP, and Excel

XML. CSV, and Excel

SOAP, REST, and XML

XML, SOAP, and CSS

Question 85

After finishing your work on High Security Settings, what do you do to return to normal admin security levels?

Options:

Select Normal role

Log out and back in

Use System Administration > Normal Security module

Select Global Update Set

End Impersonation

Question 86

ServiceNow contains a resource which provides the following:

A standard and shared set of service related definitions across ServiceNow products and platform that will enable and support true service level reporting.

A CMDB framework across our products and platform that will enable and support multiple configuration strategies.

What resource do these statements describe?

Options:

Common Services Data Model (CSDM)

Information Technology Service Management (ITSM)

Configuration Management Database (CMDB)

Information Technology Infrastructure Library (ITIL)

Answer:

Explanation:

TheCommon Services Data Model (CSDM)is a standardized framework within ServiceNow that provides a shared set of service-related definitions across ServiceNow products and the platform. It ensures consistency inservice reporting, CMDB structure, and configuration strategies, enabling organizations to achieve awell-structured, scalable, and maintainable Configuration Management Database (CMDB).

Why is the Answer A. Common Services Data Model (CSDM)?The statements in the question directly align with the objectives of CSDM:

"A standard and shared set of service-related definitions across ServiceNow products and platform that will enable and support true service level reporting."

CSDM provides a structured framework toalign services, applications, and infrastructurein a way that supports consistent reporting and governance.

It enablesaccurate service reportingby defining standardized relationships between services, applications, and technical components in the CMDB.

"A CMDB framework across our products and platform that will enable and support multiple configuration strategies."

CSDM provides astructured CMDB frameworkthat definesbest practices for data organization and relationships within the CMDB.

It supports multiple configuration strategies, such asapplication-centric, service-centric, and infrastructure-centric approaches.

B. Information Technology Service Management (ITSM):

ITSM refers toprocesses for managing IT services, such as Incident, Problem, Change, and Service Request Management.

While ITSM benefits from CSDM, itdoes not define a structured CMDB frameworklike CSDM does.

C. Configuration Management Database (CMDB):

CMDB is a database that stores configuration items (CIs) and their relationships.

CSDMprovides structure and best practicesfor CMDB but is not the same as CMDB itself.

D. Information Technology Infrastructure Library (ITIL):

ITIL is aset of best practicesfor IT service management.

It provides general guidance onservice management and CMDB usage, butit is not a ServiceNow-specific frameworklike CSDM.

ServiceNow Common Services Data Model (CSDM) Overview:ServiceNow Documentation

CSDM and CMDB Best Practices Guide(ServiceNow Community and Knowledge Base)

CMDB and ServiceNow Data Model Best Practices

Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:CSDM is critical forensuring a structured and governed CMDB, enabling service visibility, and supporting ITSM and ITOM processes effectively.

Question 87

ServiceNow is a single-instance, multiple tenant architecture?

Options:

True

False

Answer:

Explanation:

ServiceNow follows asingle-instance, single-tenant architecture,nota multiple-tenant architecture. This means:

Single-Instance:

Each ServiceNow instance is aunique, independent environmentfor a customer.

All customers have their own dedicated instance with their owncustom configurations, data, workflows, and applications.

ServiceNow instances are hosted in amulti-instance cloud modelrather than a multi-tenant model.

Single-Tenant Model (Multi-Instance Architecture):

Unlikemulti-tenant architectures(where multiple customers share the same application and database), ServiceNow provideseach customer with a separate, isolated instance.

Thisensures data security, performance isolation, and customization flexibility.

Each instance has its owndata storage, configuration, and upgrade schedule, reducing risks associated with shared environments.

Why ServiceNow Uses Multi-Instance Instead of Multi-Tenant:

Security & Data Isolation:Since each customer has an independent instance, there isno risk of data leakagebetween tenants.

Customization & Flexibility:Customers cancustomizetheir instance freely without affecting others.

Performance & Scalability:Each instance can bescaled independently, ensuring optimal performance.

ServiceNow does NOT use a multiple-tenant architecture.

ServiceNow follows a single-instance, single-tenant (multi-instance) model.

Each customer has a dedicated instance with isolated resources and configurations.

A multi-tenant architecturemeans multiple customerssharethe same application/database with logical separation, which is NOT the case in ServiceNow.

ServiceNow instead provides separate instancesfor each customer, meaning it isnota true multi-tenant system.

ServiceNow Product Documentation – Multi-Instance Cloud Modelhttps://docs.servicenow.com

ServiceNow Community – Single-Tenant vs. Multi-Tenant Explained

ServiceNow Best Practices – Security & Instance Architecture

Why Option B (False) Is Correct?Why Option A (True) Is Incorrect?References from Certified System Administrator (CSA) Documentation:

Question 88

What are the main UI component(s) of the ServiceNow Platform?

Options:

Banner Navigator

Banner Frame

Application Frame

Application Navigator

Content Menu

Content Frame

Question 89

Which one of the following statements describes the purpose of a Service Catalog workflow?

Options:

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

Answer:

Explanation:

AService Catalog workflowin ServiceNow is a structured sequence of automated activities designed to manage and fulfill catalog requests. These workflows are essential in handlingapprovals, tasks, notifications, and process automationfor requests submitted through theService Catalog.

Drives Complex Fulfillment Processes:

When a user submits a catalog request, the workflow determines how it should be processed.

It automates the required steps, such asapprovals, task assignments, and record updates.

Different items in the catalog may require different workflows based on the request type.

Sends Notifications to Defined Users or Groups:

Service Catalog workflows includeemail and in-platform notificationsto keep users informed.

Notifications can be triggered at different stages, such as request submission, approval, fulfillment, and closure.

Example:If an item requires managerial approval, the workflow sends an approval request notification to the designated approver.

Approval and Task Automation:

Workflows can createapproval stepsfor request items before they proceed to fulfillment.

They can also generatetasksfor fulfillment teams based on predefined conditions.

Integration with Flow Designer and Other Automation Tools:

In newer ServiceNow versions,Flow Designeris often used instead of traditional workflows, but the core purpose remains the same.

Workflows can integrate withSLA (Service Level Agreements), script actions, and record updates.

Key Functions of a Service Catalog Workflow:Why Option C is Correct?"Drives complex fulfillment processes"→ Correct, as workflows automate and manage Service Catalog request fulfillment.

"Sends notifications to defined users or groups"→ Correct, since notifications are an integral part of ServiceNow workflows.

Why Other Options Are Incorrect?Option A:Incorrect – While workflows include tasks and approvals, they do not "generate item variable types." Variables are defined within catalog items, not workflows.

Option B:Incorrect – Workflowscan send notifications, making this statement false.

Option D:Incorrect – Similar to Option A, workflows do not generate "item variable types." Instead, they focus on fulfillment processes and notifications.

ServiceNow Product Documentation – Service Catalog Workflowshttps://docs.servicenow.com

ServiceNow Learning – Service Catalog and Workflow Automation

ServiceNow Developer Portal – Flow Designer & Workflow Automation

References from Certified System Administrator (CSA) Documentation:

Question 90

As it relates to ServiceNow reporting, which of the following statements describes what a metric can do?

Options:

A metric is a report gauge used on homepages to display real-time data

A metric is a time measurement used to report the effectiveness of workflows and SLAs

A metric is used to measure and evaluate the effectiveness of IT service management processes

A metric is a comparative measurement used to report the effectiveness of workflows and SLAs.

Answer:

Explanation:

In ServiceNow,metricsare essential tools used to track and measure key performance indicators (KPIs) related to IT Service Management (ITSM) processes. They help organizations assess how effectively they are meeting their objectives by collecting data over time.

Definition of a Metric:

Ametricin ServiceNow refers to a method of measuring and evaluating the performance and effectiveness ofIT service management processesover time.

It allows organizations to track changes in records and measure how long specific conditions exist within a workflow.

Key Characteristics of a Metric:

It is used toassess process performanceandevaluate efficiencywithin IT services.

It providesquantifiable datato analyze trends and improvements in Service Management.

Common use cases include trackingincident resolution times,change request approvals, andSLA compliance.

Understanding ServiceNow Metrics:Why Answer "C" is Correct:✔️"A metric is used to measure and evaluate the effectiveness of IT service management processes."

This definition aligns precisely with how ServiceNow definesmetrics—theytrack, measure, and analyzethe efficiency of various ITSM processes over time.

Metrics help organizations understand service performance trends and make data-driven decisions.

Why the Other Answers Are Incorrect:A. "A metric is a report gauge used on homepages to display real-time data."

Incorrectbecausegaugesare UI elements thatvisualizedata from reports or metrics but are not themselves metrics. Metricscollect and measuredata, whereasgaugesdisplay the information.

B. "A metric is a time measurement used to report the effectiveness of workflows and SLAs."

Incorrectbecause whiletime-based metricsexist (e.g., tracking how long an incident stays in a particular state), metrics in ServiceNow arebroaderand not limited to time measurement alone.

D. "A metric is a comparative measurement used to report the effectiveness of workflows and SLAs."

Incorrectbecause metrics are not necessarilycomparative; they areabsolute measuresof process effectiveness. Metrics provideraw performance data, which can later be compared or analyzed over time.

ServiceNow CSA Study Guide – Reporting & Performance Analytics

ServiceNow Docs: Metrics Definition & Configuration(ServiceNow Docs - Metrics)

ServiceNow Performance Analytics & Reporting Overview

References from the Certified System Administrator (CSA) Documentation:

Question 91

Knowledge Base Search results can be sorted by which of the following? (Choose three.)

Options:

Most recent update

Popularity

Relevancy

Manager assignment

Number of views

Answer:

A, B, C

Explanation:

TheKnowledge Base (KB) Searchfunctionality in ServiceNow is designed to help users find the most relevant articles efficiently. ServiceNow provides various sorting options for search results to ensure that users can access the most useful information.

Sorting Options in Knowledge Base Search:When users search for articles within a Knowledge Base, the results can be sorted using three primary criteria:

Most Recent Update (Option A)

This sorting method ranks articles based on theirlast modified date.

Newer or recently updated articles appear higher in the search results.

This ensures users see the most current information first.

Popularity (Option B)

Popularity is determined byuser interactionssuch as article views, feedback ratings, and usage.

More frequently accessed or positively rated articles are ranked higher.

This helps prioritize articles that have been helpful to other users.

Relevancy (Option C)

The ServiceNow platform uses aninternal search algorithmto determine relevance based on keywords, titles, and content within the article.

More relevant articles appear at the top, ensuring users get the most appropriate answers to their queries.

D. Manager Assignment (Incorrect)

Knowledge articles are not sorted by manager assignment.

Manager assignment applies to workflows and approvals, not to search ranking.

E. Number of Views (Incorrect)

While article popularity is a ranking factor,ServiceNow does not provide a direct "Sort by Number of Views" option.

The "popularity" metric includes views but also considersother engagement factorslike helpfulness ratings.

Why Are the Other Options Incorrect?

Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Knowledge Management: Search and Filtering

????ServiceNow Knowledge Management Docs

"Knowledge articles can be sorted byrelevance, popularity, or most recent updateto ensure users find the most useful and up-to-date information."

Conclusion:The correct answers are:

A. Most recent update(Sorts by last modified date)

B. Popularity(Sorts based on article usage and engagement)

C. Relevancy(Sorts based on keyword matching and importance)

????Understanding Knowledge Base search sorting is essential for ServiceNow administratorsto help users find the right information efficiently.

Question 92

UI Action can prompt that an Incident has been successfully submitted.

Options:

True

False

Question 93

What is the platform name for the User table?

Options:

u_users

sys_users

x_users

sys_user

Question 94

When working on a form, what is the difference between Insert and Update operations?

Options:

Insert creates a new record and Update saves changes, both remain on the form

Insert creates a new record and Update saves changes, both exit the form

Insert saves changes and exits the form, Update saves changes and remains on the form

Insert saves changes and remains on the form, Update saves changes and exits the form

Answer:

Explanation:

InServiceNow, when working with forms (such as Incident, Change, or Task forms), users can perform different actions tosave records. The two key operations in this context areInsertandUpdate.

Creates a new record in the database.

Saves the record and exits the form(returns to the list view or the previous screen).

The form is cleared after inserting the record.

It doesnotmodify an existing record; instead, it generates anew record with a new unique sys_id.

Example:

A user creates a newIncident, fills in details, and clicksInsert.

The systemsaves the new Incident and exitsto the list view.

Saves changes to an existing record.

Remains on the form after saving.

It doesnot create a new record; itmodifies the existing recordin place.

Example:

A user opens an existing Incident, changes the Priority, and clicksUpdate.

The systemsaves the changes but keeps the user on the form.

1. Insert Operation (Correct Description in Option C)2. Update Operation (Correct Description in Option C)

Why the Other Options Are Incorrect:A. Insert creates a new record and Update saves changes, both remain on the form (Incorrect)

Insert does not remain on the form; it exits after creating a new record.

B. Insert creates a new record and Update saves changes, both exit the form (Incorrect)

Update does not exit the form; it remains on the form after saving.

D. Insert saves changes and remains on the form, Update saves changes and exits the form (Incorrect)

Insert exitsafter creating a new record.

Update remains on the form, not exits.

Insert and Stay: This is avariation of Insert, whichcreates a new record but keeps the form openfor additional edits.

Submit vs. Insert:

Submitis typically used when submitting a form for workflow processing (e.g., Service Catalog Requests).

Insertexplicitly saves a record as a new entry.

Additional Notes:

Example Scenario in Incident Management:Action

Result

Click "Insert"

Creates anewIncident andexitsthe form.

Click "Update"

Saves changes to theexistingrecord andstays on the form.

[References:ServiceNow Documentation: Forms and UI Actions, ServiceNow Learning: Working with Forms, ServiceNow Docs: Creating and Updating Records, , , ]

Question 95

A User is stored in which table?

Options:

User [sys_user]

User [ sys_user_group]

User [ syst_user_profile]

User [user_profile]

Question 96

Each knowledge bases can have unique lifecycle workflows, user criteria, category structures, and management assignments.

Options:

True

False

Question 97

Which one of the following statements best describes the purpose of an Update Set?

Options:

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

Answer:

Explanation:

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.

[References:ServiceNow Documentation: Update Sets Overview, ServiceNow Learning Path: Update Set Fundamentals, ServiceNow Docs: Moving Customizations Between Instances, , , , ]

Question 98

What are the two aspects to LDAP Integration?

Options:

Data Population

Data formatting

Authorization

Authentication

Answer:

A, D

Explanation:

LDAP (Lightweight Directory Access Protocol) Integrationin ServiceNow enables organizations to connect theircorporate directory services (such as Microsoft Active Directory)with their ServiceNow instance. This integration helps manageuser authentication and data synchronizationefficiently.

There aretwo key aspectsof LDAP Integration in ServiceNow:

Authentication

LDAP is commonly used foruser authentication, allowing users to log in to ServiceNow using theircorporate credentials.

Instead of storing passwords in ServiceNow, authentication requests are sent to theLDAP serverto verify the user's identity.

This helps in maintainingcentralized identity managementacross the organization.

Data Population

LDAP can be used toimport user and group informationinto ServiceNow.

This process is known asdata synchronization, where attributes such asusernames, email addresses, department details, roles, and group membershipsare pulled from LDAP and stored in ServiceNow.

This ensures that user information in ServiceNow isalways up-to-datewith the organization's directory.

B. Data Formatting–

While ServiceNow does process data from LDAP, "Data Formatting" isnotan aspect of LDAP integration.

Formatting refers to structuring or modifying data but is not a core function of LDAP integration.

C. Authorization–

Authorizationdetermines what a user can doafter authentication, such as assigning roles and permissions.

While ServiceNow can use LDAPgroupsto assign roles, the integration itselffocuses on Authentication and Data Populationrather than defining permissions within ServiceNow.

ServiceNow Docs: LDAP Integration Overviewhttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/integrate/authentication/concept/c_LDAPIntegration.html

ServiceNow CSA Official Training Guide (LDAP Integration & User Authentication)

Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms that the two main aspects of LDAP Integration in ServiceNow areAuthentication and Data Population.

Question 99

What is the purpose of a Related List?

Options:

To create a one-to-many relationship

To dot-walk to a core table

To present related fields

To present related records

Question 100

What is the name of the conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common tasks?

Options:

Answer Agent

live Feed

Virtual Agent

Connect Chat

Question 101

What is a characteristic of importing data into ServiceNow?

Options:

An existing Transform Map can be used one time on the same import set

Coalesce fields are used only after running Transform

Any user can manage and set up import sets

An existing Transform Map can be used multiple times on the same import set

Question 102

From the User menu, which actions can a user select? (Choose three.)

Options:

Send Notifications

Log Out ServiceNow

Elevate Roles

Impersonate Users

Order from Service Catalog

Approve Records

Answer:

B, C, D

Explanation:

TheUser Menuin ServiceNow is accessible from the top-right corner of the interface by clicking on the user’s avatar or name. This menu provides various options that allow users to manage their sessions, roles, and impersonation settings.

The three correct actions a user can select from the User Menu are:

TheLog Outoption allows users to end their session and securely exit ServiceNow.

It is an essential feature for security and session management.

Location:User Menu > Log Out

Users with appropriate privileges (such as administrators) canelevate their rolesto gain temporary access to higher permissions.

This is primarily used when a user needs elevated access (e.g.,security_admin) to perform specific administrative actions.

Location:User Menu > Elevate Roles

Example:

A system administrator can elevate their role tosecurity_adminto access security-related configurations.

TheImpersonate Userfeature allows an administrator to act as another user without needing their credentials.

This is useful for troubleshooting, testing permissions, and verifying user-specific configurations.

Location:User Menu > Impersonate User

Example:

An admin impersonating a regular user can verify that the correct permissions and UI settings are applied.

1. Log Out ServiceNow (Correct)2. Elevate Roles (Correct, for Admin Users)3. Impersonate Users (Correct, for Admin Users)

Why the Other Options Are Incorrect:A. Send Notifications (Incorrect)

The User Menudoes notinclude an option to send notifications.

Notifications (emails, push notifications, SMS) are managed through:

System Notification > Email > Notifications

Outbound SMS or Messaging Settings

E. Order from Service Catalog (Incorrect)

Users can order items from theService Catalog, butthis action is not available from the User Menu.

Instead, users access the Service Catalog through:

Self-Service > Service Catalog

Requests and Catalog Items pages

F. Approve Records (Incorrect)

Users canapprove recordsif they have approval roles (e.g.,approver), but this action is not directly available from theUser Menu.

Approvals are managed through:

My Approvalsin Self-Service

The Approvals module in theServiceNow application navigator

[References:ServiceNow CSA Documentation: User Menu Overview, ServiceNow CSA Learning Path: User Menu and Elevate Roles, ServiceNow Docs: Impersonate Users in ServiceNow, , , ]

Question 103

Table Access Control rules are processed in the following order:

Options:

any table name (wildcard), parent table name, table name

table name, parent table name, any table name (wildcard)

parent table name, table name, any table name (wildcard)

any table name (wildcard), table name, parent table name

Answer:

Explanation:

In ServiceNow,Table Access Control (ACL) rulesdefine the permissions for accessing records within a table. When a user attempts to access a record, ServiceNow processesACL rules in a specific orderto determine if the user has the necessary permissions.

Specific Table Name ACLs

ServiceNowfirst checks ACL rulesthat are defined for the exact table being accessed.

If there are multiple ACL rules for the same table, ServiceNow evaluates themfrom most specific to least specific(i.e., field-level ACLs before table-level ACLs).

Parent Table Name ACLs(If applicable)

If the table inherits from another table (e.g.,Incident inherits from Task), ServiceNownext checks ACL ruleson theparent table.

This ensures that inherited rules are properly applied.

Wildcard ACLs (*)(Any table)

If no explicit ACL rule is found for the table or its parent, ServiceNow checkswildcard ACL rules (*), which apply toall tables.

Wildcard ACLs act as alast resortwhen no table-specific rules exist.

Order of Processing ACL Rules:

(A) any table name (wildcard), parent table name, table name – Incorrect

Wildcard rules (*) areprocessed last, not first.

(B) table name, parent table name, any table name (wildcard) – Correct

This follows the correctprocessing order:

First:ACLs for the specific table

Second:ACLs for the parent table (if applicable)

Third:Wildcard ACLs (*)

Parent table ACLs arechecked aftertable-specific ACLs, not before.

(D) any table name (wildcard), table name, parent table name – Incorrect

Wildcard ACLs (*) arealways processed last, so this order is incorrect.

Explanation of Each Option:

Field-level ACLs(column-specific) take precedence overtable-level ACLs.

If multiple ACL rules apply,all must evaluate totruefor access to be granted.

Explicit Deny:If an ACL rule explicitlydenies access, the user is denied, even if another ACL grants access.

Always Test ACLs:Use the "Security Debugging" feature (/sys_security_acl_list.do) to verify how ACLs are applied.

Additional Notes & Best Practices:

ServiceNow Docs: How Access Control Rules Work

https://docs.servicenow.com

ServiceNow Community: Understanding ACL Processing Order

https://community.servicenow.com

References from Certified System Administrator (CSA) Documentation:

Question 104

Which are states that you can make a field on a form using UI Policy?

Options:

read-only

write-only

Necessary

Mandatory

Empty

Hidden

Question 105

What is (are) best practice(s) regarding users/groups/roles? Choose 2 answers

Options:

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

Question 106

Which would NOT appear in the History section of the Application Navigator?

Options:

Records

UI Pages

Lists

Forms

Question 107

Which technique is used to get information from a series of referenced fields from different tables?

Options:

Table-Walking

Sys_ID Pulling

Dot-Walking

Record-Hopping

Answer:

Explanation:

InServiceNow,Dot-Walkingis a technique used to retrieve information fromreferenced fields across different tables. It allows users to access data stored inrelated records without writing complex scripts.

When a field references another table,dot notation (.)is used totraversethe relationship and retrieve additional information from the referenced table.

It works informs, lists, reports, workflows, business rules, and scripts.

How Dot-Walking Works:Example 1: Retrieving User Information from an Incident RecordLet's say we have anIncidenttable where thecaller_idfield references theUser (sys_user) table.

If we need to retrieve the caller’semail address, we use:

caller_id.email

Here’s how it works:

caller_id→ References thesys_usertable

email→ Retrieves theemail field from the sys_user record

Example 2: Retrieving Department Name of an Incident CallerTo get thedepartmentof the caller, we use:

caller_id.department.name

caller_id→ References theUser table

department→ References theDepartment table

name→ Retrieves thedepartment name

(A) Table-Walking – Incorrect

There isno such termas "Table-Walking" in ServiceNow.

The correct term for referencing related fields isDot-Walking.

(B) Sys_ID Pulling – Incorrect

Thesys_idis a unique identifier for each record in ServiceNow, butpulling sys_ids alone does not retrieve referenced field data.

Dot-Walking allows access to fields in related tables, not just the sys_id.

Dot-Walking is the correct techniqueused in ServiceNow to access referenced fields across tables.

It is used in scripting, reporting, workflows, Business Rules, and UI Policies.

(D) Record-Hopping – Incorrect

There isno such featureas "Record-Hopping" in ServiceNow.

The correct method for referencing data in related tables isDot-Walking.

Explanation of Each Option:

Dot-Walking reduces the need for complex queriesand makes scripting easier.

Use it in filters, reports, and workflowsto dynamically retrieve related data.

Limit excessive Dot-Walking in large tablesto avoid performance issues.

Alternative for scripts: If Dot-Walking does not work in advanced scripts, use GlideRecord queries to retrieve referenced records manually.

Additional Notes & Best Practices:

ServiceNow Docs: Understanding Dot-Walking

https://docs.servicenow.com

ServiceNow Community: Best Practices for Dot-Walking

https://community.servicenow.com

References from Certified System Administrator (CSA) Documentation:

Question 108

A knowledge article must be which of the following states to display to a user?

Options:

Published

Drafted

Retired

Reviewed

Question 109

A REQ number in the Service Catalog represents…

Options:

the order number.

the stage.

the task to complete.

the individual item in the order.

Answer:

Explanation:

In theServiceNow Service Catalog, aREQ numberrepresents aRequest (REQ) record, which functions as anorder numberfor a service request. When a user submits a request through the Service Catalog, the system generates aRequest (REQ) record, which tracks the overall order.

REQ (Request Record) – The Order Number

This is theparent recordthat represents the entire order/request submitted by the user.

It contains key details such as the requester, the total cost, approval status, and the overall request state.

Example:REQ0010023

RITM (Requested Item) – The Individual Catalog Item

Each item requested within a REQ has its ownRequested Item (RITM) record.

The RITM tracks the fulfillment of a specific item within the order.

Example:RITM0010456(a single laptop ordered in a request)

TASK (Catalog Task) – The Actions to Complete the Request

Catalog Tasks (TASK) are created under an RITM to handle specific fulfillment steps.

Multiple tasks can exist under a single RITM, assigned to different fulfillment teams.

Example:TASK0013456(a task assigned to IT Support to configure the laptop)

Breakdown of the Service Catalog Request Structure:

Why the Other Options Are Incorrect:B. The stage (Incorrect)

Thestageof a request is part of the request lifecycle (e.g., Approval, Fulfillment, Completed), but it is not represented by theREQ number.

C. The task to complete (Incorrect)

Atask to completeis represented by aCatalog Task (TASK), not theREQ number.

Tasks are specific actions assigned to fulfill an item request.

D. The individual item in the order (Incorrect)

Anindividual itemin a Service Catalog request is represented by aRequested Item (RITM), not theREQ number.

Example Scenario:A user submits a request for anew laptop and a software license:

REQ0012345→ Tracks the overall request (Order Number)

RITM0016789→ Laptop Request

TASK0018901→ IT configures the laptop

RITM0016790→ Software License Request

TASK0018902→ IT assigns the software license

[References:ServiceNow Documentation: Request Management Overview, ServiceNow Learning: Service Catalog Fundamentals, ServiceNow Docs: Understanding Requests, RITMs, and Tasks, , ]

Question 110

A role is recorded in which table?

Options:

Role[sys_user]

Role[sys_user_profile]

Role[sys_user_record]

Role[sys_user_role]

Question 111

Which of the following statement describes the purpose of an Order Guide?

Options:

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

Answer:

Explanation:

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.

This is theprimary functionof an Order Guide.

Instead of placing separate orders for different catalog items, a user can add allrelateditems to asingle request.

Example:Employee Onboarding Order Guide

Laptop

Email account

VPN access

Software (e.g., Microsoft Office, Adobe Suite)

(D) Order Guides take the user directly to the checkout without prompting for information – Incorrect

Order Guidescan include user prompts(variables, conditions) before checkout.

Users may be asked for specific detailsbeforesubmitting the request (e.g., laptop specifications, software preferences).

Explanation of Each Option:

Use dynamic variables: Order Guides can ask questions that determine which items should be included in the request.

Improve user experience: Order Guides streamline ordering, ensuring users request all necessary items without forgetting anything.

Enhance fulfillment efficiency: Since multiple items are grouped in one request, IT and fulfillment teams can process them together, reducing delays.

Example Use Cases:

New Hire Onboarding(laptop, software, security badge, phone)

Office Setup Request(desk, chair, monitor, accessories)

Additional Notes & Best Practices:

ServiceNow Docs: Order Guides Overview

https://docs.servicenow.com

ServiceNow Community: How to Configure an Order Guide

https://community.servicenow.com

References from Certified System Administrator (CSA) Documentation:

Question 112

The baseline Service Catalog homepage contains links to which of the following components?

Options:

Record Producers, Order Guides, and Catalog Items

Order Guides, Item Variables, and Workflows

Order Guides, Catalog Items, and Workflows

Record Producers, Order Guides, and Item Variables

Question 113

Knowledge articles within a knowledge base are grouped by category.

Options:

True

False

Question 114

For Administrators creating new Service Catalog items, what is a characteristic they should know about Service Catalog variables?

Options:

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

Answer:

Explanation:

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.

Question 115

What refers to an application or system that accesses a remote service or another computer system, known as a server?

Options:

Server

Client

Script

Policies

Question 116

What is a Dictionary Override?

Options:

A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update

A Dictionary Override is the addition, modification, or removal of anything that could have an effect on IT services

A Dictionary Override is a task within a workflow that requests an action before the workflow can continue

A Dictionary Override sets field properties in extended tables

Answer:

Explanation:

InServiceNow, aDictionary Overrideallows an administrator tocustomize the properties of a fieldin achild tablewithout modifying the field in the parent table.

This is particularly useful intable inheritance scenarios, where a child tableinherits fields from a parent tablebut needs different behavior for certain fields.

Modify field properties(e.g.,mandatory,read-only,default value) inextended tables.

Preserve inheritancewhile allowing exceptions for specific child tables.

Avoid modifying the original dictionary definitionof a field at the parent table level.

Key Functions of Dictionary Overrides:Example of Dictionary Override in Action:Consider theTask Table (task), which is aparent tablefor many modules likeIncident, Change, and Problem.

TheTask Tablehas apriorityfield.

If theIncident Table (incident)needs to override thepriorityfield tomake it mandatory, an administrator can create aDictionary Overridefor thepriorityfield in theincidenttable.

Thepriorityfield in other child tables (e.g.,change_request,problem) remainsunaffected.

(A) A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update – Incorrect

This definition describesUpdate Set Collisions, not Dictionary Overrides.

Update Set Collisions occur whenan update set applies changes to an object that has been modified locally.

(B) A Dictionary Override is the addition, modification, or removal of anything that could have an effect on IT services – Incorrect

This describesChange Management in ITSM, which tracks changes to IT services.

Dictionary Overrides specificallymodify field propertiesin extended tables.

(C) A Dictionary Override is a task within a workflow that requests an action before the workflow can continue – Incorrect

This describesApproval Actions in Workflows, not Dictionary Overrides.

Workflow approvalspauseexecution until an action is completed, but Dictionary Overrides donotfunction this way.

(D) A Dictionary Override sets field properties in extended tables – Correct

This is the correct definition.

Dictionary Overrides allow admins tocustomize field behavior in child tableswhile maintaining inheritance from parent tables.

Explanation of Each Option:

Use Dictionary Overrides sparinglyto avoid unnecessary complexity.

Always test changes in a sub-production environmentbefore applying them in production.

Document overrides properlyto help future administrators understand why an override was applied.

Use the "Dictionary Entry" (sys_dictionary) tableto view and manage dictionary overrides.

Additional Notes & Best Practices:

ServiceNow Docs: Dictionary Overrides Overview

https://docs.servicenow.com

ServiceNow Community: Best Practices for Dictionary Overrides

https://community.servicenow.com

References from Certified System Administrator (CSA) Documentation:

Question 117

The display sequence is controlled in a Service Catalog Item using which of the following?

Options:

The Default Value field in the Catalog Item form

The Sequence field in the Catalog Item form

The Order field in the Variable form

The Choice field in the Variable form

Answer:

Explanation:

In ServiceNow’sService Catalog, the display sequence of variables within aCatalog Itemis controlled by theOrder field in the Variable form. TheOrder fielddetermines the position in which the variables appear when a user fills out a catalog item. Lower values appear first, and higher values appear later.

(A) The Default Value field in the Catalog Item form – Incorrect

TheDefault Valuefield sets an initial value for a variable but doesnotcontrol the display sequence. It is used to pre-fill a value when the form loads.

(B) The Sequence field in the Catalog Item form – Incorrect

There isno such fieldcalled "Sequence" in the Catalog Item form. The field that determines the sequence of variables is theOrderfield in the Variable form.

Each variable in a catalog item has anOrder field.

Variables with a lower order number are displayedbeforethose with a higher order number.

If multiple variables have the same order value, ServiceNow orders them based oninternal system processing order.

(D) The Choice field in the Variable form – Incorrect

TheChoice fieldapplies only toMultiple Choice, Select Box, and Radio Buttonvariables, determining the selectable options for users. It doesnotcontrol the display sequence of variables in a catalog item form.

Explanation of Each Option:

It is a best practice to useincremental numbering (e.g., 100, 200, 300, etc.)for order values instead of consecutive numbers (e.g., 1, 2, 3). This makes it easier to insert new variables later without having to renumber existing ones.

The order values are respectedunless a layout configuration (e.g., multi-column form layout)changes the positioning.

ServiceNow Docs: Creating and Configuring Service Catalog Variables

https://docs.servicenow.com

ServiceNow Community Best Practices for Service Catalog Variables

https://community.servicenow.com

Additional Notes & Best Practices:References from Certified System Administrator (CSA) Documentation:

Question 118

Which three Variable Types can be added to a Service Catalog Item?

Options:

True/False, Multiple Choice, and Ordered

True/False, Checkbox, and Number List

Number List, Single Line Text, and Reference

Multiple Choice, Select Box, and Checkbox

Question 119

When using the Load Data and Transform Map process, what is the Mapping Assist used for?

Options:

Mapping fields using the Import Log

Mapping fields using Transform History

Mapping fields using an SLA

Mapping fields using a Field Map

Answer:

Explanation:

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:

Question 120

Which one statement correctly describes Access Control rule evaluation?

Options:

Rules are evaluated using roles. The role with the most permissions evaluates the rules first

If more than one rule applies to a row, the older rule is evaluated first

If a row level rule and a field level rule exist, both rules must be true before an operation is allowed

Rules are evaluated from the general to the specific, so a table rule must be active to continue

Answer:

Explanation:

InServiceNow,Access Control rules (ACLs)are used torestrict or grant accessto data. Each Access Control rule consists of:

Table-level (Row-Level) ACLs– Control access to the entire record (row).

Field-level ACLs– Control access to specific fields within a record.

Access Control rules are evaluated in a specific orderto determine whether a user has the necessary permissions to perform an action (Read, Write, Create, Delete, etc.).

If both a row-level and a field-level ACL exist for the same table, BOTH must evaluate to "true"before access is granted.

The system checks conditions, scripts, and roles defined in the ACLsto decide whether the user meets the access requirements.

Access Control Rule Evaluation Process:Why is Option C Correct?If both a row-level rule and a field-level rule exist, both must evaluate to "true" for a user to perform an action.

Row-Level ACLscheck if a user can access the record itself.

Field-Level ACLscheck if a user can access specific fields within that record.

If a user failseitherACL check, access is denied.

Why Are the Other Options Incorrect?A. "Rules are evaluated using roles. The role with the most permissions evaluates the rules first."

Access Control rulesare not evaluated based on roles with the most permissions.

Roles are just one factorin ACL evaluation, along with conditions and scripts.

B. "If more than one rule applies to a row, the older rule is evaluated first."

ServiceNow does not prioritize ACL rules based on their creation date.

Instead, ACLs follow a structured evaluation order (general-to-specific).

D. "Rules are evaluated from the general to the specific, so a table rule must be active to continue."

This is partially true but misleading.

ServiceNow evaluates ACLs fromspecific to general(Field → Table).

However,a table-level rule does NOT need to be activefor a field-level ACL to be evaluated.

Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Access Control Rules (ACLs) Evaluation

????ServiceNow ACL Evaluation Documentation

"If a field-level rule and a row-level rule exist,both must evaluate to truefor the operation to be allowed."

Conclusion:The correct answer isC. If a row-level rule and a field-level rule exist, both rules must be true before an operation is allowed.

????Understanding ACL rule evaluation is critical for managing security in ServiceNow, ensuring that users have the appropriate access while maintaining data integrity.

Question 121

What is the path an Administrator could take to view the fulfillment stage task list for an order placed by a user?

Options:

RITM (Number)>REQ (Number)>PROCUREMENT (Number)

REQ (Number)>RITM (Number)>PROCUREMENT (Number)

REQ (Number)>RITM (Number)>TASK (Number)

FULFILLMENT (Number)>RITM (Number)>TASK (Number)

Answer:

Explanation:

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:

Question 122

Which one of the following statements is true about Column Context Menus?

Options:

It displays actions such as creating quick reports, configuring the list, and exporting data

It displays actions related to filtering options, assigning tags, and search

It displays actions related to viewing and filtering the entire list

It displays actions such as view form, view related task, and add relationship

Answer:

Explanation:

Column Context Menusin ServiceNow provide options for interacting with list columns in a table. These menus allow users to customize list views, generate quick reports, export data, and configure list settings.

When users right-click on acolumn headerin a list view, they see a context menu with several actions. The correct answer,Option A, correctly describes these capabilities.

Create Quick Reports

Users can generatebar charts, pie charts, or other visual reportsbased on column data.

Example: Right-clicking on the "State" column in anIncidentslist allows users to create a report showing the count of incidents per state.

Configure the List

Users can modify the list layout, display additional columns, or customize fields.

Options includePersonalize List, Show / Hide Columns, and Sortfeatures.

Export Data

Data can be exported in various formats, such asExcel, CSV, PDF, or XML.

Example: Exporting all incidents assigned to a particular group.

Key Features of Column Context Menus:

Why the Other Options Are Incorrect:B. It displays actions related to filtering options, assigning tags, and search (Incorrect)

Filtering options are part of theFilter Navigator and List Context Menu, not theColumn Context Menu.

Assigning tags and performing searches happen within the list view but are not primary functions of theColumn Context Menu.

C. It displays actions related to viewing and filtering the entire list (Incorrect)

While column menus allow sorting and filtering, filtering theentirelist is mainly done via theList Context Menu(right-clicking the entire list or using the filter option at the top).

D. It displays actions such as view form, view related task, and add relationship (Incorrect)

Viewing forms, related tasks, and adding relationships are functions available when interacting withrecord-levelactions (right-clicking a row), not a column.

These actions are available via theList Context MenuorRelated Lists, not theColumn Context Menu.

Navigate toIncident > All.

Right-click on thePrioritycolumn header.

A menu appears with options such as:

Sort (Ascending/Descending)

Group By This Field

Create Report

Export Data

Configure List Layout

Example of Using a Column Context Menu in ServiceNow:

[References:ServiceNow Documentation: Working with Lists, ServiceNow Docs: List and Column Context Menus, ServiceNow Learning: List Management and Customization, , , ]

Question 123

Which one of the following statements applies to a set of fields when they are coalesced during an import?

Options:

If a match is found using the coalesce fields, the existing record is updated with the information being imported

If a match is not found using the coalesce fields, the system does not create a Transform Map

If a match is found using the coalesce fields, the system creates a new record

If a match is not found using the coalesce fields, the existing record is updated with the information being imported

Answer:

Explanation:

Coalescing is a crucial concept in ServiceNow's data import process. When a set of fields are marked as "coalesce" in aTransform Map, they act as unique identifiers to determine if an existing record should be updated rather than creating a new one.

If a match is found based on the coalesce field(s):

The system updates the existing record with the new data from the import.

If no match is found:

A new record is created.

How Coalescing Works in ServiceNow Imports:This means that coalescing helps maintain data integrity by preventing duplicate records while ensuring existing records receive updates when necessary.

When a record in the target table matches the value(s) in the coalesce field(s),ServiceNow updates that existing recordinstead of creating a new one.

This ensures that data is synchronized correctly rather than creating duplicate entries.

Option B (Incorrect):"If a match is not found using the coalesce fields, the system does not create a Transform Map."

The Transform Map isalways createdbefore the import process even starts. The presence or absence of a match has no impact on the Transform Map itself.

Option C (Incorrect):"If a match is found using the coalesce fields, the system creates a new record."

If a match is found, the existing record is updated,not replaced or duplicated.

Option D (Incorrect):"If a match is not found using the coalesce fields, the existing record is updated with the information being imported."

If a match isnotfound, anew recordis created, not an update to an existing one.

Why is Option A Correct?Why Are the Other Options Incorrect?

ServiceNow CSA Official Documentation on Data Import & Transform Maps:

ServiceNow Docs - Transform Maps

"If a field is coalesced, the system checks for matching records before inserting new ones. If a match is found, the existing record is updated; if no match is found, a new record is created."

Reference from Certified System Administrator (CSA) Documentation:

Conclusion:The correct answer isA. If a match is found using the coalesce fields, the existing record is updated with the information being imported.

????Understanding coalescingis vital for any ServiceNow administrator to ensure data integrity, avoid duplicates, and maintain system efficiency when handling data imports.

Question 124

Buttons, form links, and context menu items are all examples of what type of functionality?

Options:

Business Rule

UI Action

Client Script

UI Policy

Answer:

Explanation:

In ServiceNow,UI Actionsare used to add buttons, links, and context menu items to forms and lists, enabling users to perform specific actions easily. UI Actions are essential for customizing the user experience and streamlining workflow interactions.

UI Actions allow administrators to create interactive elements such as:

Buttons(e.g., "Save," "Approve," "Reject")

Form Links(Clickable links that trigger actions on a record)

Context Menu Items(Right-click menu options for records in lists and forms)

They can executeclient-side (via JavaScript)orserver-side (via scripts or GlideRecord API calls).

UI Actions enhance usability by allowing quick execution of tasks without navigating through multiple screens.

Understanding UI Actions in ServiceNow:

Why is Option B (UI Action) Correct?Buttons, form links, and context menu items are all created and managed using UI Actions in ServiceNow.

UI Actions define what happens when a button or menu item is clicked, including executing scripts, navigating to a different page, or performing an operation on a record.

Why Are the Other Options Incorrect?A. Business Rule

Business Rules runautomatically on the server-sidewhen records are inserted, updated, deleted, or queried.

They do not createbuttons, links, or context menu itemson the UI.

C. Client Script

Client Scripts execute on theclient-side (browser)and are used forform validation, field changes, and UI behavior modifications.

They do not create UI elements like buttons or menu items.

D. UI Policy

UI Policies dynamically changeform field behavior(e.g., hiding, showing, making fields mandatory, or read-only).

Theydo not add buttons or context menu items.

Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – UI Actions Overview

????ServiceNow UI Actions Documentation

"UI Actions add buttons, links, and context menu items on forms and lists to enhance user interaction with the ServiceNow platform."

Question 125

Which one of the following statements describes a characteristic of role assignment?

Options:

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

Question 126

Which statement is true about business rules?

Options:

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

Answer:

Explanation:

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:

[References:ServiceNow Documentation: Business Rules Overview, ServiceNow CSA Learning Path: Business Rule Fundamentals, ServiceNow Docs: Server-Side Scripting in Business Rules, , , ]

Question 127

Which type of interface enables you to display multiple performance analytics, reporting and other widgets on a single screen?

Options:

Form

List

Dashboard

Timeline

Question 128

Which of the following are a type of client scripts supported in ServiceNow? (Choose four.)

Options:

onSubmit

onUpdate

onCellEdit

onLoad

onEdit

onChange

onSave

Answer:

A, C, D, F

Explanation:

InServiceNow,Client Scriptsare used to execute JavaScript codeon the client-side (browser)to control form behavior, validate data, or enhance user interaction.

Types of Client Scripts in ServiceNow:There arefourtypes of Client Scripts supported in ServiceNow:

onLoad (Option D)

Runswhen a form loads.

Used to pre-fill fields, hide/show elements, or set default values.

Example: Automatically setting the "Priority" field toHighwhen a new incident is created.

onChange (Option F)

Runswhen a specific field value changes.

Used for dynamic form behavior, such as making fields mandatory based on another field's value.

Example: If "Category" is changed to "Hardware," then show the "Hardware Type" field.

onSubmit (Option A)

Runswhen the form is submitted.

Used for final validation before allowing submission.

Example: Preventing submission if a mandatory field is left empty.

onCellEdit (Option C)

Runswhen a cell value is edited inline in a list view.

Used to trigger immediate validation or updates without opening the full form.

Example: Displaying an alert when a user directly changes an incident's priority from a list view.

Why Are the Other Options Incorrect?B. onUpdate

No "onUpdate" client script type exists in ServiceNow.

"onUpdate" is relevant inBusiness Rules, not Client Scripts.

E. onEdit

No "onEdit" client script type exists.

Similar functionality can be achieved with "onChange" or "onCellEdit" scripts.

G. onSave

No "onSave" client script type exists.

"onSubmit" handles validation before saving a record.

Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Client Scripts

????ServiceNow Client Scripts Documentation

"Client Scripts can beonLoad, onChange, onSubmit, or onCellEditdepending on when they execute."

Conclusion:The correct answers are:

A. onSubmit(Runs when submitting a form)

C. onCellEdit(Runs when editing a list cell)

D. onLoad(Runs when a form loads)

F. onChange(Runs when a field value changes)

Load More CSA Questions

Summer Sale- Special Discount Limited Time 65% Offer - Ends in 0d 00h 00m 00s - Coupon code: netdisc

Activedumpsnet Logo

Activedumpsnet Navigation

Activedumpsnet Slider

ServiceNow CSA ServiceNow Certified System Administrator Exam Practice Test

ServiceNow Certified System Administrator Questions and Answers

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer:

Explanation:

Options:

Answer: