What is the purpose of the Event Registry?
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
In ServiceNow, the Event Registry is a module that stores and defines all system events that can be triggered within the platform. Events in ServiceNow are used to trigger business rules, notifications, workflows, and integrations based on specific system activities.
The Event Registry [sysevent_register] table contains predefined and custom event definitions.
It allows developers and administrators to define new custom events.
Events can be triggered manually (via scripts) or automatically based on system actions.
Events are not tied to a specific timeframe but 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:
The Event Registry is not a log of completed events but a repository of event definitions that can be triggered.
It defines both default and custom events that can be used across different system processes.
It is used for event-driven automation in 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 the Event Log [sysevent] table, not the Event Registry.
B. The Event Registry is a list of all Events that originate through an integration – Incorrect
The Event Registry is 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 the Event Log, not the Event 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:
Which of the following are not included in an Update Set, by default? (Choose four.)
Homepages
Data
Published Workflows
Business Rules
Schedules
Database changes
Related Lists
In ServiceNow, an Update Set is a mechanism used to capture customizations made in an instance and move them to another instance (e.g., from development to production). However, certain elements are not included in an Update Set by default.
Homepages (A) – ✅ Correct
Homepages are stored as user-specific or global content, and they are not included in update sets by default.
To migrate them, you need to manually export/import them or use the sys_portal_page_set table.
Data (B) – ✅ Correct
Update Sets do not include actual data, such as incident records, user records, or CMDB data.
Only configuration changes (like fields, forms, and workflows) are captured.
Data migration must be handled separately using Data Export or Integration methods.
Published Workflows (C) – ✅ Correct
Once a workflow is published, it is stored as a runtime instance and not automatically included in an Update Set.
To capture it, you must manually update the workflow before moving it in an Update Set.
Report Definitions (H) – ✅ Correct
Reports and their configurations are not automatically included in Update Sets.
You must manually include them by 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:
When does the Submit button appear on a form?
When saving an old record
When creating a new record
When changing the reference field in an existing record
When updating an existing record
In ServiceNow, the Submit button appears when creating a new record, but it is not visible when editing an existing record. Instead, when editing an existing record, the Update button is used.
Creating a New Record:
When a user opens a form to create a new record, the Submit button appears.
Clicking Submit saves the record and closes the form.
Example: When creating a new Incident, Change Request, or User record, the Submit button is visible.
Editing an Existing Record:
When a user opens an existing record, the Update button replaces the Submit button.
Clicking Update saves the changes but does not create a new record.
Example: Editing an existing Incident record does not show a Submit button, only Update.
Changing a Reference Field in an Existing Record:
Updating a reference field (like Assigned To or Caller) in an existing record does not trigger a Submit button—only Update is available.
Saving an Old Record:
The Save button may be available when a user makes changes but does not want to exit the form.
When Does the Submit Button Appear?When Does the Submit Button NOT Appear?Why Option B (When Creating a New Record) is Correct?✅ The Submit button appears only when a new record is being created.
Why Other Options Are Incorrect?❌ A. When saving an old record → Incorrect
The Save button appears when modifying an existing record but does not replace Submit.
❌ C. When changing the reference field in an existing record → Incorrect
Editing a reference field does not make the Submit button appear. Only Update is available.
❌ D. When updating an existing record → Incorrect
The Update button appears instead of Submit when modifying an existing record.
ServiceNow Docs – Forms and Form Buttonshttps://docs.servicenow.com
ServiceNow Learning – Creating and Editing Records
ServiceNow Developer Portal – Understanding Form Actions (Submit vs. Update)
References from Certified System Administrator (CSA) Documentation:
What is a Notification?
A new Knowledge article created by a Business Rule
A tool for alerting users that events that concern them have occurred
A message through Connect related to a Change Request
An email file attachment
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?
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.
ServiceNow allows a single Catalog Item to be published to multiple service catalogs, avoiding duplication while ensuring accessibility for the right users.
Instead of creating duplicate catalog items (which would require managing two separate items with the same functionality), we create one Catalog Item and publish it in both catalogs (HR and Facilities).
This approach ensures centralized management while maintaining accessibility for both departments.
It simplifies updates—any changes to the form or workflow will apply to both catalogs automatically.
Why is Option B Correct?
Why Are the Other Options Incorrect?❌ A. 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.
Incorrect because it creates duplicate catalog items with the same functionality, increasing maintenance effort.
❌ C. Create one Catalog Item for Event Room Set Up; then publish to the Parent Catalog, which is accessible to both HR and Facilities.
Incorrect because there is no "Parent Catalog" concept in ServiceNow.
ServiceNow allows publishing a single item to multiple catalogs, but there is no need for a parent catalog.
❌ D. Create one Catalog Item for Event Room Set Up; then use ACLs to control access.
Incorrect because ACLs restrict access at a field, table, or record level, but they do not control where a Catalog Item appears.
The correct approach is to publish the item to multiple catalogs rather than using ACLs.
ServiceNow Service Catalog Management - Publishing Items to Multiple Catalogs
ServiceNow ITSM - Best Practices for Catalog Item Reusability
ServiceNow CSA Guide - Managing Service Catalogs and Items
References to Official Certified System Administrator (CSA) Documentation:
What is the difference between a UI Policy and Data Policy?
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
In ServiceNow, UI Policies and Data Policies serve 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 rules server-side, meaning they apply regardless 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
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?
System Notification > Email > Notifications
Administration > Notification Overview
System Properties > Email > Settings
User Preferences > Email > Notifications
Click Gear > Notifications > New
To create a new email notification in ServiceNow for users affected by network outages, you must navigate to the Notifications module under System Notification.
Navigate to:System Notification > Email > Notifications
Click New to create a new notification.
Configure the notification with the following:
Name: "Network Outage Notification"
Table: Select the relevant table (e.g., Incident, Task)
When to Send: Define the trigger (e.g., when an Incident is created or updated with a Network Outage category).
Who Will Receive: Specify affected users.
Message Content: Create the email subject and body using dynamic fields (such as affected user’s site).
Save and test the notification.
Notifications are managed in System Notification.
The Notifications module allows you to configure email triggers, recipients, conditions, and templates for system alerts.
B. Administration > Notification Overview: ❌ No such module in ServiceNow.
C. System Properties > Email > Settings: ❌ This configures email server settings, not individual notifications.
D. User Preferences > Email > Notifications: ❌ User preferences only enable or disable personal notifications, not create new ones.
E. Click Gear > Notifications > New: ❌ The gear icon does not provide access to email notifications.
Creating and Managing Email Notifications in ServiceNow: ServiceNow Docs
ServiceNow Notification Configuration Guide
Steps to Create a New Notification:Why is the Correct Answer "System Notification > Email > Notifications"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:By using System Notification > Email > Notifications, administrators can create a targeted email notification to alert users of network outages effectively.
What is NOT an example of a UI Action?
Search
Form buttons
list Buttons
Related Links
In ServiceNow, UI Actions are used to add interactive elements like buttons, links, and context menu items to forms and lists. They can trigger scripts, workflows, or other actions when clicked.
Form Buttons – Buttons that appear on a form (e.g., Save, Update, Resolve Incident).
List Buttons – Buttons that appear in a list view and perform actions on multiple records.
Related Links – Links that appear in the Related Links section of a form and provide quick navigation or actions.
Common Types of UI Actions:Since Form Buttons, List Buttons, and Related Links are all types of UI Actions, they are valid UI Actions.
Search is a built-in system functionality that allows users to find records but does not involve UI Actions.
UI Actions execute predefined actions, whereas Search simply retrieves and filters data.
ServiceNow search functions (Global Search, List Search, and Quick Search) are not part of UI Actions.
B. Form Buttons → ✅ Valid UI Action
Appears on forms (e.g., Submit, Save, Update).
C. List Buttons → ✅ Valid UI Action
Used in list views for bulk actions (e.g., Close All, Approve Selected).
D. Related Links → ✅ Valid UI Action
Provides quick links in forms (e.g., View CI Details, Reopen Ticket).
ServiceNow Docs: UI Actions Overviewhttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/form-administration/concept/c_UIActions.html
ServiceNow CSA Official Training Guide (UI Actions & User Interface Customization)
Why "Search" is NOT a UI Action?Why the Other Options Are UI Actions?References from Certified System Administrator (CSA) Documentation:
What are the steps to retrieve an Update Set?
Verify Update Set is Complete, Retrieve, Preview, Apply
Verify Update Set is Complete, Test Connection, Apply
Verify Update Set is Complete, Test Connection, Commit
Verify Update Set is Complete, Retrieve, Preview, Commit
An Update Set in ServiceNow is a mechanism used to capture configuration changes (such as UI policies, business rules, client scripts, and more) from one instance and move them to another. This ensures that customizations and modifications can be transferred across different ServiceNow instances efficiently.
The process of retrieving an Update Set from another instance follows these key steps:
Verify Update Set is Complete
Before moving an Update Set, it must be marked as Complete to ensure that all related changes are included.
Navigate to System Update Sets > Local Update Sets and confirm that the status is set to Complete.
If the status is In Progress, the Update Set cannot be retrieved.
Retrieve Update Set
In the target instance, navigate to System Update Sets > Retrieved Update Sets.
Click "Retrieve Update Set" and provide the remote instance’s URL where the update set exists.
The system will fetch the Update Set from the source instance.
Preview Update Set
Before applying changes, ServiceNow provides a preview option to check for potential errors or collisions with existing customizations.
Click "Preview Update Set" to initiate validation.
The preview will highlight any skipped records, collisions, or missing dependencies.
Commit Update Set
If the preview is successful (i.e., no critical errors), click "Commit Update Set" to apply the changes to the instance.
Once committed, the changes in the Update Set will be merged into the system's configuration.
"Commit" is the correct final step – after previewing, the Update Set must be committed to take effect.
"Apply" is incorrect – ServiceNow does not use "Apply" in the Update Set process; instead, it uses "Commit."
"Test Connection" is not part of the Update Set retrieval process – it is relevant for MID Server connectivity but not for Update Sets.
Why the Correct Answer is "D. Verify Update Set is Complete, Retrieve, Preview, Commit"Thus, the correct sequence is:✔ Verify Update Set is Complete → Retrieve → Preview → Commit
ServiceNow CSA Official Documentation – Update Set Management
ServiceNow Docs - Update Sets (Search for "Update Set Lifecycle")
ServiceNow Community Best Practices on Update Sets
ServiceNow Community (Search for "Best Practices for Update Sets")
ServiceNow Learning Portal - Admin Fundamentals
Available via ServiceNow Now Learning Platform (Look under "Instance Configuration" and "Update Sets")
References from Certified System Administrator (CSA) Documentation:
Which of the following protects applications by identifying and restricting access to available files and data?
Application Configuration
Verbose Log
Access Control Rules
Application Scope
Access Control Rules (ACLs) are a fundamental security feature in ServiceNow that protect applications by identifying and restricting access to files and data. ACLs define which users or roles have permissions to create, read, write, or delete data within an application.
Understanding Access Control Rules (ACLs)ACLs in ServiceNow operate based on three key elements:
Object Type – Defines what is being secured (table-level or field-level access).
Operation – Specifies the type of access (Create, Read, Write, Delete, Execute, etc.).
Condition & Script – Determines when access is granted (role-based permissions or specific conditions).
Data Security: Ensures that only authorized users can access specific data.
Granular Access: Controls permissions at the table and field level.
Regulatory Compliance: Helps organizations maintain security standards and data protection laws.
ServiceNow applies ACLs from the most specific to the most general (Field-level → Table-level → Global-level).
If no ACL explicitly allows access, the system denies it by default (Deny by Default Policy).
ACLs can be role-based, condition-based, or script-based for advanced security configurations.
A. Application Configuration – This refers to application settings but does not control access to data.
B. Verbose Log – Logging helps in debugging but does not secure applications or restrict access.
D. Application Scope – Defines application boundaries but does not control data access permissions.
ServiceNow CSA Documentation: Access Control Rules (ACLs)
ServiceNow Security Best Practices: Security and Access Control
Why Access Control Rules are Important?How ACLs Work in ServiceNow?Incorrect Answer Choices Explanation:Official CSA Documentation Reference:
What is a no-code approach to control the mandatory or read-only state of a form field?
UI Action
Client Script
UI Script
UI RuIe
UI Policy
A UI Policy is the preferred no-code approach in ServiceNow to dynamically control the mandatory, read-only, or visibility state of form fields based on specified conditions. Unlike Client Scripts, which require JavaScript coding, UI Policies provide an easy-to-configure, rule-based solution.
They allow administrators to control form behavior without scripting.
They are faster and more efficient than Client Scripts.
They run on the client-side, meaning changes occur dynamically as users interact with the form.
Define conditions (e.g., "Priority is High").
Set actions (e.g., make "Due Date" mandatory, read-only, or hidden).
Apply the UI Policy to the form automatically when the condition is met.
A. UI Action → UI Actions create buttons, links, or context menu items; they do not control form fields.
B. Client Script → While Client Scripts can achieve similar functionality, they require JavaScript coding, making them a low-code rather than a no-code solution.
C. UI Script → UI Scripts are reusable JavaScript libraries, not designed for controlling form fields.
D. UI Rule → No such feature exists in ServiceNow.
On a Form header, what is the three bar icon called?
Pancake icon
Additional Actions or Context Menu
Hamburger icon
Cake icon
The three-bar icon in the Form header of ServiceNow is commonly referred to as the Hamburger icon. It provides access to additional form actions through a context menu.
Opens a drop-down menu with options such as:
Configure Form Layout
Configure Form Design
Insert and Stay
View History
Export Options
Helps users access quick actions without navigating away from the form.
The icon consists of three horizontal lines, resembling a hamburger (bun-patty-bun).
This naming convention is widely used in web and mobile UI design.
Functions of the Hamburger Icon in ServiceNow:Why is it Called a "Hamburger Icon"?
Incorrect Answer Choices Explanation:❌ A. Pancake Icon – No such term exists in ServiceNow UI terminology.
❌ B. Additional Actions or Context Menu – While the icon does provide additional actions, "Context Menu" refers to right-click options or three-dot menus, not the three-bar menu.
❌ D. Cake Icon – No such UI term exists in ServiceNow or general UI design.
Understanding the ServiceNow Form Header
ServiceNow UI Overview
Official CSA Documentation Reference:
Which certificate-based authentication methods can be enabled so that users can log into the Service Portal? (Select all that apply) Select 2 Answers from the below options
Extended Validation Access (EVA)
Organization Verification Card (OVC)
Common Access Card (CAC)
Domain Authentication Card (DAC)
Personal Identify Verification (PIV)
In ServiceNow, users can log into the Service Portal using certificate-based authentication methods. The two commonly supported methods are:
A CAC is a smart card issued by the U.S. Department of Defense (DoD).
It is used by military personnel, contractors, and government employees for secure authentication.
ServiceNow supports CAC authentication by integrating with external identity providers.
A PIV card is used by U.S. federal agencies for authentication.
It follows Federal Information Processing Standard (FIPS) 201 for identity verification.
ServiceNow allows users to log in using PIV authentication, ensuring secure access to government and enterprise systems.
1. Common Access Card (CAC) – (Correct Answer)2. Personal Identity Verification (PIV) – (Correct Answer)
Both CAC and PIV are widely recognized certificate-based authentication methods used in ServiceNow for secure user authentication.
They provide multi-factor authentication (MFA) and meet federal security standards.
Why "C. CAC" and "E. PIV" are the Correct Answers?
A. Extended Validation Access (EVA) – Incorrect
No such authentication method exists in ServiceNow. Extended Validation (EV) certificates are used for website security, not user authentication.
B. Organization Verification Card (OVC) – Incorrect
Not a recognized ServiceNow authentication method.
D. Domain Authentication Card (DAC) – Incorrect
No such authentication method exists in ServiceNow.
Explanation of Incorrect Options:
ServiceNow Docs: Common Access Card (CAC) Authentication
ServiceNow Docs: Personal Identity Verification (PIV) Authentication
ServiceNow CSA Study Guide – Authentication Methods in ServiceNow
References from Certified System Administrator (CSA) Documentation:
What is the purpose of a Data Policy?
Data Policies enforce security
Data Policies standardize data in Update Sets
Data Policies enforce data consistency
Data Policies apply to lists to standard data
In ServiceNow, Data Policies are rules that enforce data consistency by ensuring that specific fields meet certain conditions before being saved to the database. They apply to all data operations, including form submissions, web services, and data imports.
Work at the server-side level, ensuring data integrity before it is stored.
Can make fields mandatory or read-only across different interfaces (e.g., forms, API calls, imports).
Unlike UI Policies, which apply only to forms, Data Policies apply to all data transactions, including integrations and imports.
Help maintain data quality and consistency across the system.
Making a Field Mandatory:
Ensure that the "Short Description" field is always filled before saving an Incident.
Enforcing a Read-Only Field:
Prevent users from modifying the "Created Date" field.
Standardizing Data on Import:
When importing employee data, ensure that the "Department" field is always set and not left blank.
Data Policies ensure data accuracy and integrity before it is stored.
They apply to forms, web services, import sets, and background processes.
They help organizations maintain standardized and structured data.
A. Data Policies enforce security – Incorrect
Security is enforced using Access Control Lists (ACLs), not Data Policies.
B. Data Policies standardize data in Update Sets – Incorrect
Update Sets track configuration changes, not data validation.
D. Data Policies apply to lists to standard data – Incorrect
Data Policies do not specifically target lists; they enforce rules at the database level.
ServiceNow Docs: Data Policies Overview
ServiceNow CSA Study Guide – Data Policies vs. UI Policies
ServiceNow Product Documentation: Enforcing Data Consistency with Data Policies
Key Features of Data Policies:Example Use Cases of Data Policies:Why "C. Data Policies enforce data consistency" is the Correct Answer?Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
Access Control rules may provide access security for which of the following database objects?
For a specific role, group, or user
For a specific row, column, or table
For specific groups
For a specific CMDB Configuration item
When creating a custom table in ServiceNow, the platform automatically assigns a table name prefixed with "u_" to differentiate custom tables from out-of-the-box (OOB) tables.
The default prefix "u_" is applied to all custom global tables.
The table name follows the format: "u_" + [custom name].
Example:
If you create a table named "abc", the system assigns it the table name: u_abc.
All custom tables created by users automatically receive the "u_" prefix.
Prevents conflicts with ServiceNow’s internal tables.
Ensures custom tables are easy to identify.
Naming Convention for Custom Tables:Why "C. u_abc" is Correct?
A. snc_abc – Incorrect
"snc_" is not used for custom tables; it is reserved for internal ServiceNow functionality.
B. abc – Incorrect
Custom tables do not use raw names; they always include a prefix (u_).
D. sys_abc – Incorrect
"sys_" is reserved for system tables (e.g., sys_user, sys_db_object).
Explanation of Incorrect Options:
ServiceNow Docs: Creating Custom Tables
ServiceNow CSA Study Guide – Table Administration
ServiceNow Product Documentation: Understanding Table Naming Conventions
References from Certified System Administrator (CSA) Documentation:
Which plugin allows users to install multiple applications, application-customizations. or plugins at once?
Application Integration and Plugin Delivery (A1PD) SpokeBatch Install
Continuous Integration and Continuous Delivery (CICD) SpokeBatch Install
Multiple Integration and Process Delivery (MIPD) SpokeBatch Install
Quick Integration and Multiple Delivery (QIMD) SpokeBatch Install
The Application Integration and Plugin Delivery (A1PD) SpokeBatch Install plugin in ServiceNow allows users to install multiple applications, customizations, and plugins at once.
Batch Installation
Enables administrators to install multiple applications or plugins simultaneously, reducing manual effort.
Automated Delivery
Facilitates automated deployment of related applications and customizations.
Improved Instance Management
Ensures consistent configurations across multiple instances (e.g., Dev → Test → Prod).
B. Continuous Integration and Continuous Delivery (CICD) SpokeBatch Install ❌
Incorrect: CICD is used for version control and automated deployments, not plugin installation.
C. Multiple Integration and Process Delivery (MIPD) SpokeBatch Install ❌
Incorrect: No such ServiceNow plugin exists.
D. Quick Integration and Multiple Delivery (QIMD) SpokeBatch Install ❌
Incorrect: No such ServiceNow feature exists.
Key Features of A1PD SpokeBatch Install:Why Other Options Are Incorrect?
A1PD Plugin Overview
ServiceNow Plugin Installation
Application Integration Best Practices
Managing Installed Applications
References from ServiceNow CSA Documentation:Final Verification: ✅ Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.
What are the components that make up a filter condition? (Choose three.)
Operator
Match Criteria
Value
Column
Field
A filter condition in ServiceNow consists of three essential components that define how data is filtered in lists, reports, and queries. These components determine which records meet specific criteria.
Column (D) – Represents the field in the table that is being filtered (e.g., "Priority" in the incident table).
Operator (A) – Defines the comparison method, such as is, contains, starts with, greater than, etc.
Value (C) – Specifies the criteria used for filtering (e.g., "High" for Priority).
Components of a Filter Condition:Example of a Filter Condition in an Incident Table:Priority is High
Column: Priority
Operator: is
Value: High
B. Match Criteria → Not a defined component; filtering is based on column, operator, and value.
E. Field → While "Field" is a general term, ServiceNow officially uses "Column" in filter conditions.
An IT manager is responsible for the Network and Hardware assignment groups, each group contains 5 team members. These team members are working on many tasks, but the manager cannot see any tasks on the Service Desk > My Groups Work list. What could explain this?
The Service Desk > My Groups Work list shows active work tasks that are not yet assigned.
The manager does not have the itil role.
The manager is not a member of the Service Desk group.
The manager is not a member of the Network and Hardware groups.
The Assignment Group manager field is empty.
In ServiceNow, the "Service Desk > My Groups Work" module is designed to display tasks assigned to a group but not yet assigned to an individual user. This means that even if an IT manager oversees the Network and Hardware assignment groups, they will not see any tasks in this list if all tasks have already been assigned to specific individuals within the group.
Let’s break down why option A is the correct answer and why the other options are incorrect:
The "My Groups Work" list only shows tasks that are assigned to the group but have not been assigned to a specific individual within the group.
If all tasks are assigned to specific team members, then the manager will not see any tasks in this list.
The IT manager can verify this by navigating to the Task List (e.g., Incidents, Changes, or Requests) and filtering by the Network and Hardware assignment groups.
✅ Explanation for Correct Answer (A):
The itil role allows users to view, create, update, and resolve incidents, changes, problems, and other ITSM tasks.
However, not having this role would restrict access to various ITSM functionalities, but it does not impact whether tasks appear in My Groups Work.
If the manager lacks the itil role, they might have trouble accessing or modifying tasks, but this wouldn't explain why they don’t see anything in the list.
The Service Desk group is a separate entity in ServiceNow, typically associated with incident handling and user support.
The My Groups Work module is not restricted to the Service Desk group—it displays work assigned to any group the user belongs to.
Since the manager is responsible for the Network and Hardware groups, being part of the Service Desk group is irrelevant.
If the manager was not a member of these groups, they wouldn't see any group-related tasks at all.
However, the question states that the manager is responsible for these groups, so it’s reasonable to assume they are either a member or at least a group manager with visibility.
Even if they were just a manager and not an official group member, they would still be able to see the tasks assigned to the groups.
The Assignment Group manager field is an informational field that indicates who manages a group.
This field does not control what is displayed in the My Groups Work module.
Even if this field were empty, it wouldn’t prevent a manager (who is a group member) from seeing unassigned tasks.
❌ Explanation for Incorrect Answers:(B) The manager does not have the itil role.(C) The manager is not a member of the Service Desk group.(D) The manager is not a member of the Network and Hardware groups.(E) The Assignment Group manager field is empty.
ServiceNow CSA Guide - User Interface and Navigation
ServiceNow ITSM Fundamentals - Incident and Task Management
ServiceNow Role-Based Access Controls and Group Management
ServiceNow KB Articles - My Groups Work Module
References to Official Certified System Administrator (CSA) Documentation:
How are local flow variables accessed in the Flow Designer Data panel?
As newly generated icons
As scratchpad variables
As new tabs
As data pills
In ServiceNow Flow Designer, local flow variables are accessed in the Data Panel as data pills.
Local Flow Variables:
These are temporary variables that store data during the execution of a flow.
Can be used to pass values between actions within the same flow.
Accessing Local Variables in the Data Panel:
The Data Panel contains data pills, which represent stored values.
Flow variables appear as blue data pills that can be dragged and dropped into different actions.
Example: A variable storing User ID can be dragged into an "Assign Task" action to assign a task dynamically.
Why Data Pills?
Data pills act as tokens representing values that update dynamically during flow execution.
Ensures reusability and automation across multiple actions.
How Flow Variables Work in Flow Designer:Why Option D (As data pills) is Correct?✅ Flow variables appear as "data pills" in the Data Panel, which can be dragged into flow actions.
Why Other Options Are Incorrect?❌ A. As newly generated icons → Incorrect
No "icons" are generated; flow variables are represented as data pills.
❌ B. As scratchpad variables → Incorrect
Scratchpad variables exist in Business Rules, but not in Flow Designer.
❌ C. As new tabs → Incorrect
Flow variables do not appear as tabs; they appear in the Data Panel as data pills.
ServiceNow Docs – Flow Designer: Using Data Pillshttps://docs.servicenow.com
ServiceNow Learning – Working with Flow Variables and Data Panel
ServiceNow Developer Portal – Flow Designer Best Practices
References from Certified System Administrator (CSA) Documentation:
Which plugin needs to be activated in order to translate the content of a catalog item to multiple languages?
Localization Framework plugin
(com.glide.localization_framework)
Translation Framework plugin (com.glide.translation_framework)
Multiple Language Framework plugin (com.glide.multiple.language_framework)
Language Al Framework plugin (com .g I id e. language.ai _framework)
To translate Service Catalog items into multiple languages in ServiceNow, the Translation Framework plugin (com.glide.translation_framework) must be activated. This plugin enables automatic translation of text fields, including:
Service Catalog items
Knowledge Base articles
Field labels
UI components
Provides multi-language support for catalog items.
Uses machine translation or manual translation mapping.
Works with the ServiceNow Language Packs to provide localized experiences.
Key Features of the Translation Framework Plugin:
The Translation Framework plugin (com.glide.translation_framework) is specifically designed to support multi-language content translation for the Service Catalog.
It allows translation of catalog item descriptions, labels, and options without custom scripting.
Why "B. Translation Framework Plugin" is the Correct Answer?
A. Localization Framework Plugin (com.glide.localization_framework) – Incorrect
This plugin helps with localization settings but is not specifically for catalog item translation.
C. Multiple Language Framework Plugin (com.glide.multiple.language_framework) – Incorrect
No such plugin exists in ServiceNow.
D. Language AI Framework Plugin (com.glide.language.ai_framework) – Incorrect
This is not a valid ServiceNow plugin.
Explanation of Incorrect Options:
ServiceNow Docs: Translation Framework Plugin
ServiceNow CSA Study Guide – Multi-language Support
ServiceNow Product Documentation: Translating Service Catalog Items
References from Certified System Administrator (CSA) Documentation:
What is used frequently to move customizations from one instance to another?
Update Sets
Code Sets
Update Packs
Configuration Logs
Remote Sets
Local Sets
Code Packs
Update Sets are the standard way to capture customizations and move them from one ServiceNow instance to another. These customizations include:
Business Rules
UI Policies
Script Includes
Fields and Tables
Workflows
Update Sets track changes in an instance and allow them to be exported and imported into other environments (e.g., from Development to Test and then to Production).
They ensure that configuration changes are preserved and applied consistently across instances.
Why is Option A Correct?Why Are the Other Options Incorrect?❌ B. Code Sets
There is no concept of Code Sets in ServiceNow.
❌ C. Update Packs
Update Packs do not exist in ServiceNow. The correct term is Update Sets.
❌ D. Configuration Logs
Configuration Logs record system activity but do not package customizations for migration.
❌ E. Remote Sets
Remote Update Sets exist, but they are just a variation of Update Sets used when moving changes between remote instances.
The broader term "Update Sets" is more accurate.
❌ F. Local Sets
No such term exists in ServiceNow.
❌ G. Code Packs
There is no "Code Pack" in ServiceNow.
ServiceNow CSA Guide - Update Sets and Customization Migration
ServiceNow Developer Documentation - Using Update Sets
ServiceNow Best Practices - Moving Configuration Between Instances
References to Official Certified System Administrator (CSA) Documentation:
From a form, what would you click to add additional fields to the form? (Choose two.)
Context Menu > Form > Layout
Context Menu > Configure > Form Layout
Context Menu > Configure > Form Design
Right click on header > Add > Field
Context Menu > Form > Designer
Right click on header > Configure > UX Dashboard
In ServiceNow, you can add additional fields to a form using either:
Form Layout (for quick field additions)
Form Designer (for a drag-and-drop UI approach)
Context Menu > Configure > Form Layout (B) ✅
This allows administrators to add or remove fields in a simple list-based interface.
Used when only minor modifications are needed.
Context Menu > Configure > Form Design (C) ✅
Opens the Form Designer, a drag-and-drop UI editor for configuring forms.
Allows users to rearrange fields, sections, and tabs easily.
A. Context Menu > Form > Layout ❌ (Incorrect)
The correct path is Configure > Form Layout, not "Form > Layout."
D. Right-click on header > Add > Field ❌ (Incorrect)
Right-clicking the form header does not provide an option to add fields directly.
E. Context Menu > Form > Designer ❌ (Incorrect)
The correct option is Configure > Form Design, not "Form > Designer."
F. Right-click on header > Configure > UX Dashboard ❌ (Incorrect)
UX Dashboards are used for analytics and reporting, not form configuration.
Form Layout in ServiceNow:https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/form-administration/task/t_ConfigureFormLayout.html
Form Designer Overview:https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/form-administration/concept/c_FormDesigner.html
Correct Methods:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:
What function do you use to add buttons, links, and context menu items on forms and lists?
UI Policies
UI Settings
UI Actions
UI Config
In ServiceNow, UI Actions are used to add buttons, links, and context menu items on forms and lists to enhance user interaction.
UI Actions provide interactive elements such as buttons, links, and context menu options on forms and lists.
UI Actions allow execution of server-side and client-side scripts, including GlideAjax and GlideRecord calls.
They can be configured to execute under specific conditions, such as user roles, field values, or record states.
Examples of UI Actions include:
Submit, Update, and Delete buttons on forms.
Custom action buttons such as "Escalate Incident" or "Resolve Task".
List context menu items such as "Approve" or "Reject" for workflow items.
A. UI Policies: ❌ Used for dynamically showing, hiding, or making fields mandatory, but not for adding buttons or links.
B. UI Settings: ❌ No such module in ServiceNow.
D. UI Config: ❌ Not a valid option; UI Actions, not "UI Config," control buttons and menus.
UI Actions Overview: ServiceNow Docs
Configuring UI Actions for Forms and Lists
Why is the Correct Answer "UI Actions"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:By using UI Actions, developers can enhance the user experience by providing interactive buttons and menu options in ServiceNow.
When a user reports that they are not able to see modules on the application navigator, what can you do, to see what modules are visible to them?
Look up their password, so you can login with their account
Initiate a Connect Chat session
Install the Bomgar plug-in
Impersonate the user
Launch a NowChat window
If a user reports that they cannot see certain modules in the Application Navigator, the best way to troubleshoot is to impersonate the user. Impersonation allows an administrator to see exactly what the user sees without needing their password.
Click on your profile icon (top-right corner).
Select Impersonate User.
Search for and select the user’s name.
The instance will reload, and you will see the UI as the user experiences it.
Navigate to the Application Navigator and check for missing modules.
Once done, click Stop Impersonation.
Ensures security (no need to reset or look up passwords).
Speeds up troubleshooting by allowing admins to replicate user issues.
Helps verify role-based access permissions.
Steps to Impersonate a User in ServiceNow:Why is Impersonation Useful?
Incorrect Answer Choices Explanation:❌ A. Look up their password, so you can login with their account
This is a security violation and not an acceptable practice.
❌ B. Initiate a Connect Chat session
Chatting with the user can help gather information, but it does not allow you to see what they see.
❌ C. Install the Bomgar plug-in
Bomgar is a remote support tool, but impersonation is the built-in and recommended method for troubleshooting in ServiceNow.
❌ E. Launch a NowChat window
NowChat is used for customer support and collaboration, not for verifying module visibility.
Impersonate Users in ServiceNow
User Roles and Permissions
Official CSA Documentation Reference:
What is the difference between a Ul Policy and Data Policy?
Data Policies run only after Ul Policies run successfully
Data Policies run regardless of how data is entered Into ServiceNow, while Ul Policies are used for form interactions
Data Policies can be converted into Ul Policies, but Ul Policies can not be converted into Data Policies
Data Policies run when data is entered through the form, by an Import Set or by web services, while Ul Policies are set only by web services
Both UI Policies and Data Policies are used to enforce rules on data in ServiceNow, but they work differently in terms of where and how they apply.
Key Differences Between UI Policies and Data Policies:Feature
UI Policy
Data Policy
Scope
Works only on forms in the user interface (UI)
Works on all data entry methods, including forms, imports, and web services
Execution
Runs client-side in the browser
Runs server-side on the database
Purpose
Dynamically show/hide, make fields mandatory, or read-only on forms
Enforces mandatory and read-only fields at the database level
Applies to
User interactions 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 are not 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: Covers UI Policies and Data Policies differences in 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
What is a role in ServiceNow?
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
In ServiceNow, a role is a record stored in the sys_user_role table that defines a set of permissions for users. Roles determine what users can see and do within the platform by granting access to applications, modules, and specific functionalities.
Stored in the sys_user_role table.
Assign permissions to users and groups.
Define access to applications, modules, and records.
Can be inherited by users through group membership.
Used in Access Control Rules (ACLs) to restrict or allow access to records.
Key Features of Roles in ServiceNow:Common Roles in ServiceNow:Role Name
Description
admin
Full system access, including configuration and security settings.
itil
Allows access to IT Service Management (ITSM) modules like Incident, Change, and Problem.
catalog_admin
Manages the Service Catalog.
knowledge_manager
Manages the Knowledge Base.
Roles are stored as records in the sys_user_role table.
Each role grants specific permissions to users.
Users can have multiple roles assigned to them.
B. A role is one record in the Role [user_sys_role] table – Incorrect
The correct table name is sys_user_role, not "user_sys_role".
C. A role is a persona used in Live Feed Chat – Incorrect
Live Feed is a collaboration tool, but roles are not personas for chat.
D. A role is a set of modules for a particular application – Incorrect
Roles grant access to modules, but they are not the modules themselves.
ServiceNow Docs: User Roles & Permissions
ServiceNow CSA Study Guide – Role-Based Access Control
ServiceNow Product Documentation: sys_user_role Table
Why "A. A role is one record in the Role [sys_user_role] table" is the Correct Answer?Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
As an IT employee what interface would you use, if you wanted to browse internal IT documentation, like troubleshooting scripts and FAQs?
Knowledge
ServiceNow Wiki
Knowledge Now
SharePoint
Stack Overflow
When importing spreadsheet data into ServiceNow, what is the first step in the process?
Create Import Set
Run Data Scrubber
Set Coalesce
Define Data Source
Select Import Set
When importing spreadsheet data into ServiceNow, the first step is to Define a Data Source.
A Data Source defines where the data is coming from (e.g., Excel, CSV, JDBC connection).
It establishes the format and structure of the incoming data before it can be processed by an Import Set.
Without defining the Data Source, the system does not know how to handle the incoming data.
Define Data Source – Identify where the data is coming from.
Create Import Set – Temporarily store the imported data.
Set Coalesce – Define unique identifiers to prevent duplicate records.
Transform Data – Map fields to the target table.
Run the Import – Move data into the actual ServiceNow tables.
A. Create Import Set – Import Sets store the data, but they are created after defining the data source.
B. Run Data Scrubber – No such step exists in ServiceNow's import process.
C. Set Coalesce – Coalescing ensures no duplicate records, but it happens after data is loaded into the import set.
E. Select Import Set – The Import Set is selected after defining the data source and loading the data.
ServiceNow Data Import Process
ServiceNow CSA Training Module: "Importing Data into ServiceNow"
Why Defining a Data Source is the First Step?Steps in the Data Import Process:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
What does Natural Language Query allow you to do on a list?
Automatically select a filter, based on keywords
Filter list by typing in a phrase
Predict the filter desired by the user
Speak to the condition builder
Set list filter, using audible commands
Natural Language Query (NLQ) in ServiceNow allows users to filter a list by typing a natural language phrase, making it easier to search and retrieve data without manually building filters.
For example, users can type:➡️ "Show me all open incidents assigned to John Doe"➡️ "Incidents created this week"
The platform interprets the phrase and automatically applies the correct filter to the list.
A. Automatically select a filter, based on keywords ❌ – NLQ does not automatically select filters based on keywords; instead, it processes full phrases into a filter.
C. Predict the filter desired by the user ❌ – NLQ does not predict filters but rather converts typed queries into list filters.
D. Speak to the condition builder ❌ – NLQ does not interact with the condition builder directly; it translates text queries into filters.
E. Set list filter, using audible commands ❌ – NLQ does not support voice commands, only typed queries.
What process allows users to create, categorize, review approve and browse important information in a centralized location that is shared oy the entire organization?
Self Service Management
Knowledge Management
Knowledge-Centered Management
Information Portal Management
Business Information Management
Knowledge Management (KM) in ServiceNow is the process that enables users to create, categorize, review, approve, and browse important information in a centralized repository that is shared across the organization.
Key Features of Knowledge Management:✅ Centralized knowledge base for storing important information.✅ Categorization and tagging for easy search and retrieval.✅ Approval workflows to ensure content accuracy.✅ Role-based access control (User Criteria) for managing visibility.✅ Integration with Self-Service and Service Catalog for user assistance.
Example Use Case:A company’s IT support team documents solutions to common IT issues. Employees can search the Knowledge Base for solutions before opening a ticket, reducing the number of support requests.
A. Self-Service Management → ❌ Incorrect
Self-Service allows users to submit requests and incidents but does not manage knowledge articles systematically.
C. Knowledge-Centered Management → ❌ Incorrect
No such term as "Knowledge-Centered Management" in ServiceNow.
The correct industry term is Knowledge-Centered Service (KCS), but ServiceNow uses Knowledge Management (KM).
D. Information Portal Management → ❌ Incorrect
No such concept in ServiceNow; portals provide UI access but do not manage structured knowledge bases.
E. Business Information Management → ❌ Incorrect
Business Information Management (BIM) focuses on business data strategy, not knowledge sharing.
Why Other Options Are Incorrect?
Knowledge Management Overview
Creating and Managing Knowledge Articles
Official ServiceNow Documentation Reference:
Which field (or fields) is used as a unique key during imports?
Match Fields
Coalesce Fields
Key Fields
Sys IDs
Understanding Data Imports in ServiceNow:
When importing data into ServiceNow, you need to determine how incoming data matches existing records to avoid duplication.
Coalescing fields are used to identify whether an incoming record already exists in the target table.
Why "Coalesce Fields" is the Correct Answer:
Coalescing means using specific fields as unique identifiers to determine if a record should be updated or inserted as a new record.
If a match is found based on the coalesce field, ServiceNow updates the existing record.
If no match is found, a new record is inserted.
Why Other Answers Are Incorrect:
A. Match Fields → Not an official ServiceNow term related to import sets. Matching is done through coalescing, but "Match Fields" is not the correct terminology.
C. Key Fields → This is a general database term, but in ServiceNow, "Coalesce Fields" is the term used for identifying unique keys during imports.
D. Sys IDs → The Sys ID is a unique identifier for each record in ServiceNow, but it is not used for coalescing unless explicitly set as the coalesce field.
Best Practice Solution:
Set a single or multiple fields as coalesce fields in the Transform Map to ensure proper data deduplication.
Navigate to System Import Sets → Transform Maps, select the relevant transform map, and mark the coalescing fields.
What section on the notes tab, shows the history of the work documented on the record?
Journal
Activity
Diary
Audit Log
Timeline
In ServiceNow, the Activity section on the Notes tab provides a detailed history of all work documented on a record. It logs:✔ Updates & Field Changes (who changed what and when)✔ Comments & Work Notes✔ Approval History✔ Assignment Changes
The Activity Stream is essential for tracking progress, ensuring transparency, and auditing record updates.
A. Journal ❌
ServiceNow does not have a specific "Journal" tab for history tracking. However, journal fields (like work notes and comments) are logged in the Activity section.
C. Diary ❌
No such section called "Diary" exists in ServiceNow for tracking record history.
D. Audit Log ❌
The Audit Log tracks field-level changes in a separate system log but is not displayed in the Notes tab. It requires admin-level access to view detailed changes.
E. Timeline ❌
"Timeline" is not a default section under the Notes tab. It is sometimes used in custom applications, but the correct answer is "Activity."
On a list, what does each row show?
A filter
A record
A table
A field
In a ServiceNow list view, each row represents a single record from the table being viewed.
For example:
In the Incident table (incident), each row represents one Incident record.
In the User table (sys_user), each row represents one User record.
Each row = A single record
Each column = A field from the record
A. A filter ❌
Filters are used to narrow down results but do not define what each row represents.
C. A table ❌
The table contains multiple records, but each row only represents one record.
D. A field ❌
Fields represent individual attributes of a record (e.g., "Priority" or "Category"), but a row contains multiple fields that make up a record.
Which modules can you use to create a new table?
Choose 2 answers
Tables & Columns
Schema Map
Dictionary
Tables
In ServiceNow, new tables can be created using the Tables & Columns module or the Tables module.
Navigation: System Definition > Tables & Columns
Allows admins to create and modify tables, including:
Adding columns (fields)
Setting relationships
Defining attributes
Navigation: System Definition > Tables
A simpler interface for creating tables without managing columns immediately.
B. Schema Map → ❌ Incorrect
Schema Map visualizes table relationships but does not allow table creation.
C. Dictionary → ❌ Incorrect
The System Dictionary (sys_dictionary) is used to manage fields and attributes, not create tables.
Creating Tables in ServiceNow
Understanding Tables & Columns
1. Tables & Columns Module (✅ Correct Answer)2. Tables Module (✅ Correct Answer)Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:
Group records are stored in which table?
Group [sn_user_group]
Group [sys_user_group]
Group [s_sys_group]
Group [u_sys_group]
On the Reports page, what sections allow you to see which reports are visible to different audiences? (Choose four.)
Group
Department
My reports
Team
Dashboards
Global
Admin
On the Reports page in ServiceNow, different sections allow users to see which reports are visible to various audiences.
Why These Options Are Correct?✅ C. My reports
Displays reports created by the logged-in user.
These reports are private unless explicitly shared.
✅ E. Dashboards
Dashboards consolidate multiple reports and make them visible to specific audiences.
Users can share dashboards with groups or individuals.
✅ F. Global
Global reports are available to all users with reporting access.
These reports are not restricted to a specific user or group.
✅ I. All
The "All" section lists every report the user has access to, including:
Personal reports
Shared reports
Global reports
Reports from dashboards
Why the Other Options Are Incorrect?❌ A. Group
There is no "Group" section in the Reports page.
However, reports can be shared with groups, but there is no direct "Group" view.
❌ B. Department
Departments do not determine report visibility in the Reports page.
Report access is controlled by roles, users, and groups, not departments.
❌ D. Team
Teams are not a standard report visibility category in ServiceNow.
Reports are shared at user, role, and global levels, not by "Team."
❌ G. Admin
There is no "Admin" section in the Reports page.
However, Admins can access all reports via the "All" section.
❌ H. Analytics
Analytics is a separate module in ServiceNow, primarily used for Performance Analytics (PA) and dashboards.
It is not a standard report visibility section.
❌ J. Company
There is no "Company" section in the Reports page.
Reports can be shared at a global level, but not specifically by "Company."
ServiceNow Reports - Managing Visibility and Access
ServiceNow Reporting Guide - Sections of the Reports Page
ServiceNow Dashboards and Report Sharing Best Practices
References to Official Certified System Administrator (CSA) Documentation:
When designing a flow, how do you reference data from a record, in that flow?
Drag the table icon onto the flow definition
Use the condition builder to specify the desired values
Specify the source table on the data pill related list
Drag the data pill onto the flow definition
Add the table reference using the slush bucket
In ServiceNow Flow Designer, a data pill represents variables, record fields, or outputs from previous steps that can be used dynamically in the flow.
Data pills allow flow designers to reference record data without manually specifying table fields.
Dragging a data pill onto a flow step ensures that the correct values are automatically mapped from the referenced record.
This is the recommended method for using record data within a flow.
Why is Option D Correct?
Why Are the Other Options Incorrect?❌ A. Drag the table icon onto the flow definition
Incorrect because Flow Designer does not use table icons for referencing records.
Instead, it utilizes data pills and actions to retrieve and manipulate record data.
❌ B. Use the condition builder to specify the desired values
Incorrect because the condition builder is used for decision logic (e.g., If-Else conditions), not for referencing record data.
❌ C. Specify the source table on the data pill related list
Incorrect because you cannot manually specify a table in a data pill.
Data pills are automatically created when an action retrieves data from a record.
❌ E. Add the table reference using the slush bucket
Incorrect because slush buckets are used in ServiceNow for selecting multiple items (e.g., roles, groups), not for referencing record data in a flow.
ServiceNow Flow Designer - Using Data Pills
ServiceNow Flow Designer - Best Practices for Record Referencing
ServiceNow ITSM - Automating Workflows with Flow Designer
References to Official Certified System Administrator (CSA) Documentation:
On a Business Rule, the When setting determines at what point the rule executes. What are the options for specifying that timing?
Before, After, Async, Display
Prior to, Synchronous, on Update
Insert, Update, Delete, Query
Before, Synchronous, Scheduled Job, View
In ServiceNow, Business Rules are server-side scripts that execute at specific times relative to database operations. The "When" setting determines when the Business Rule runs in relation to a record action (Insert, Update, Delete, Query).
Why is Option A Correct?✅ Before
Executes before a record is saved to the database.
Used to validate data, modify values, or prevent an action (e.g., stopping an invalid update).
✅ After
Executes after a record is inserted, updated, or deleted.
Commonly used for triggering notifications or creating related records.
✅ Async (Asynchronous)
Runs after a database operation but executes in the background.
Ideal for long-running or performance-heavy tasks (e.g., integrating with external systems).
✅ Display
Executes before a form loads, allowing modifications to fields before they are displayed to the user.
Typically used for pre-filling form fields based on user roles or conditions.
Why Are the Other Options Incorrect?❌ B. Prior to, Synchronous, on Update
"Prior to" is not a valid Business Rule execution timing.
"Synchronous" is a general term but is not a specific execution timing option in Business Rules.
"on Update" is a database operation, not an execution timing.
❌ C. Insert, Update, Delete, Query
These are database operations that trigger Business Rules, not execution timings.
Execution timing determines when (before, after, etc.), while these determine what triggers it.
❌ D. Before, Synchronous, Scheduled Job, View
"Synchronous" is not a Business Rule timing option.
"Scheduled Job" refers to Scheduled Jobs (not Business Rules).
"View" is a UI-related concept, not a Business Rule execution timing.
ServiceNow Business Rules - How They Work
ServiceNow Best Practices - Business Rule Execution Timing
ServiceNow Developer Documentation - Before, After, Async, and Display Business Rules
References to Official Certified System Administrator (CSA) Documentation:
What is an Event in ServiceNow?
An Event is a trigger that has a direct response in the platform
An Event is an indication to the ServiceNow processes that something has occurred
An Event is an indicator that a Priority 1 (P1) Incident has been logged
An Event is a recognized, scheduled occurrence of a process
In ServiceNow, an Event is a system-generated notification that indicates an occurrence within the platform. Events are triggered automatically or manually when specific conditions are met and can be used to initiate notifications, business rules, workflows, or integrations.
Events Indicate That Something Has Happened
Example: When an Incident is assigned, an event like "incident.assigned" can be triggered.
These events do not execute actions themselves, but they notify other processes to take action.
Events Are Stored in the [sys_event] Table
The Event Log (System Policy > Events > Event Log) records all generated events.
Administrators can monitor what events were triggered, their sources, and timestamps.
Events Can Be Used for Notifications & Workflows
Example: An event "incident.closed" can be configured to send a "Thank You" email to the requester.
Example: A custom event "task.overdue" can be used to trigger a workflow escalation.
Events signal that something has happened, allowing other processes (like email notifications or workflows) to react.
They do not execute actions themselves but notify scripts, business rules, or workflows.
Key Characteristics of Events in ServiceNow:Why is "B. An Event is an indication to the ServiceNow processes that something has occurred" the Correct Answer?
A. "An Event is a trigger that has a direct response in the platform" → ❌ Incorrect
Events themselves do not trigger direct responses; they only notify the system about occurrences.
The system must be configured to respond to an event (e.g., via a Business Rule, Notification, or Script Action).
C. "An Event is an indicator that a Priority 1 (P1) Incident has been logged" → ❌ Incorrect
While ServiceNow can generate an event when a P1 Incident is logged, events are not limited to incidents.
Events apply to all ServiceNow processes (incidents, changes, tasks, etc.).
D. "An Event is a recognized, scheduled occurrence of a process" → ❌ Incorrect
Events are not scheduled; they are triggered by system activities (e.g., record updates, conditions met).
Scheduled Jobs or Scheduled Scripts handle time-based automation, not events.
Why the Other Options Are Incorrect?
Navigate to: System Policy > Events > Event Log
Review the event records, including event names, sources, and timestamps.
Navigate to: System Policy > Events > Registry to see predefined event names.
Use Event Registry to create new events that trigger notifications or workflows.
How to View and Use Events in ServiceNow?
ServiceNow Docs: Events in ServiceNowhttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/events/reference/r_Events.html
ServiceNow CSA Official Training Guide (Event Management & Notifications)
References from Certified System Administrator (CSA) Documentation:This confirms that "An Event is an indication to the ServiceNow processes that something has occurred" is the correct answer.
What needs to be specified, when creating a Business Rule? (Choose four.)
UI action
Table
Fields to update
Who can run
Script to run
Application scope
Update set
A Business Rule in ServiceNow is a server-side script that executes when records are inserted, updated, deleted, or queried in a specified table. Business Rules allow automation and customization of workflows by defining logic that runs under specific conditions.
Table (B) – ✅ Correct
A Business Rule must be associated with a specific table where it will execute (e.g., Incident, Change, Task).
This determines which records the rule applies to.
Script to Run (E) – ✅ Correct
A script must be provided when defining advanced logic in a Business Rule.
Business Rules use server-side JavaScript to perform various actions, such as setting field values, enforcing validation, or triggering workflows.
Timing (H) – ✅ Correct
The execution timing of a Business Rule determines when it runs relative to a database transaction.
Business Rules can run:
Before (before record is saved)
After (after record is saved)
Async (after the transaction completes)
Display (when a form loads)
Condition to Evaluate (I) – ✅ Correct
Conditions define when the Business Rule should execute based on specific criteria.
Example: A Business Rule might run only when the priority is set to High.
A. UI Action ❌ (Incorrect)
UI Actions (buttons, links, context menus) are separate from Business Rules and are used for UI customization.
C. Fields to update ❌ (Incorrect)
While Business Rules can update fields, you do not specify "fields to update" as a required setting. Instead, updates are made via scripts within the rule.
D. Who can run ❌ (Incorrect)
Business Rules always run on the server-side and do not require user-specific execution settings.
F. Application Scope ❌ (Incorrect)
Although Business Rules belong to an application scope, this is automatically determined based on the current application.
G. Update Set ❌ (Incorrect)
Business Rules are captured in an Update Set, but this is not a configuration setting while creating the rule.
ServiceNow Business Rules Overview:https://docs.servicenow.com/bundle/utah-application-development/page/script/server-scripting/concept/business-rules.html
Creating Business Rules:https://docs.servicenow.com/en-US/bundle/utah-application-development/page/script/server-scripting/task/t_CreateABusinessRule.html
Key Elements to Specify When Creating a Business Rule:Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:
Which ServiceNow capability provides assistance to help users obtain information, make decisions, and perform common work tasks via a messaging interface?
Agent Workspace
Chat bot
Virtual Agent
Knowledge Chat
Now Support
Virtual Agent is ServiceNow’s AI-powered chatbot that provides assistance via a messaging interface. It helps users obtain information, make decisions, and complete common tasks without human intervention.
Conversational Interface → Users interact through chat to get information and perform tasks.
Automated Responses → Uses predefined topics and natural language understanding (NLU) to provide relevant answers.
Integration with ServiceNow Applications → Can create incidents, reset passwords, check order statuses, etc.
Available on Multiple Channels → Works with Microsoft Teams, Slack, and the ServiceNow portal.
A. Agent Workspace → A unified interface for agents to manage cases, not an AI chatbot.
B. Chat bot → A generic term; Virtual Agent is the official chatbot in ServiceNow.
D. Knowledge Chat → No such feature exists; however, Virtual Agent can integrate with the Knowledge Base.
E. Now Support → ServiceNow’s customer support portal, not an AI-driven assistant.
When creating a global custom table named “abc”, what is the table name that is automatically assigned by the platform?
snc_abc
abc
u_abc
sys_abc
When creating a custom table in ServiceNow, the platform automatically assigns a table name prefixed with "u_" to differentiate custom tables from out-of-the-box (OOB) tables.
The default prefix "u_" is applied to all custom global tables.
The table name follows the format: "u_" + [custom name].
Example:
If you create a table named "abc", the system assigns it the table name: u_abc.
All custom tables created by users automatically receive the "u_" prefix.
Prevents conflicts with ServiceNow’s internal tables.
Ensures custom tables are easy to identify.
Naming Convention for Custom Tables:Why "C. u_abc" is Correct?
A. snc_abc – Incorrect
"snc_" is not used for custom tables; it is reserved for internal ServiceNow functionality.
B. abc – Incorrect
Custom tables do not use raw names; they always include a prefix (u_).
D. sys_abc – Incorrect
"sys_" is reserved for system tables (e.g., sys_user, sys_db_object).
Explanation of Incorrect Options:
ServiceNow Docs: Creating Custom Tables
ServiceNow CSA Study Guide – Table Administration
ServiceNow Product Documentation: Understanding Table Naming Conventions
References from Certified System Administrator (CSA) Documentation:
Which section of the ServiceNow UI allows you to perform a global search?
Application Navigator
Banner frame
List pane
Content frame
In ServiceNow, the global search bar is located in the Banner Frame, which is the topmost section of the user interface. The global search feature allows users to search across multiple tables and records within the platform.
Searches across multiple record types (Incidents, Knowledge Articles, Change Requests, etc.).
Auto-suggests results as you type.
Filters results based on user roles and permissions.
Uses indexing to improve search speed and efficiency.
Key Features of the Global Search in the Banner Frame:
Why "B. Banner frame" is Correct:✅ The Banner Frame contains the global search bar, which enables users to search across all available records in ServiceNow.
A. Application Navigator → ❌ The Application Navigator is used for browsing modules and applications, not for performing a global search.
C. List pane → ❌ The List Pane only displays records from a specific table, and its search is limited to that list view.
D. Content frame → ❌ The Content Frame displays forms, lists, and dashboards, but does not provide a global search function.
Why Other Options Are Incorrect:
ServiceNow Documentation: Global Search in ServiceNow
CSA Exam Guide: Covers Banner Frame and its functions, including Global Search.
Reference from CSA Documentation:Thus, the correct answer is:✅ B. Banner frame
Which one of the following statements is true?
When an incident form is saved, all the Work Notes field text is recorded to the Activity Log field
When an incident form is saved, the Work Notes field text is overwritten each time work is logged against the incident
When an incident form is saved, the impact field is calculated by adding the Prion:, and Urgency values
When an Incident form is saved, the Additional Comments field text is cleared and recorded to the Work Notes section
In ServiceNow Incident Management, work notes are used to capture technical and internal updates for an incident. These notes are stored in the Activity Log whenever the incident is saved.
The Work Notes field is used for internal communication among support teams.
When an incident is updated and saved, all work notes are appended to the Activity Log (a complete history of the incident).
The Activity Log provides a chronological record of all changes, including work notes, field updates, and system-generated messages.
Understanding Work Notes and the Activity Log:Why Option A is Correct?✅ "All Work Notes field text is recorded in the Activity Log" – This is correct because every time an incident is saved, the Work Notes are appended to the Activity Log.
Why Other Options Are Incorrect?❌ B. Work Notes field text is overwritten each time work is logged → Incorrect because Work Notes are appended, not overwritten. Previous work notes remain visible in the Activity Log.
❌ C. Impact is calculated by adding Priority and Urgency → Incorrect because Impact, Urgency, and Priority are independent fields, though Priority is determined based on Impact + Urgency via business rules.
❌ D. Additional Comments are cleared and recorded in Work Notes → Incorrect because Additional Comments (for customer-facing communication) and Work Notes (for internal teams) are separate fields. Additional Comments are not cleared upon save.
ServiceNow Docs – Incident Management: Work Notes and Activity Loghttps://docs.servicenow.com
ServiceNow Learning – Understanding the Incident Activity Stream
ServiceNow Best Practices – Internal vs. External Communication in Incidents
References from Certified System Administrator (CSA) Documentation:
Which module would you use to create a new automation of business logic such as approvals, tasks, and notifications?
Process Automation > Flow Designer
Process Automation > Flow Administration
Process Automation > Workflow Editor
Process Automation > Process Flow
Process Automation > Active Flows
The Flow Designer module in ServiceNow is used to create and manage automations that involve business logic such as approvals, tasks, notifications, and integrations. It provides a no-code/low-code environment where users can define automated workflows without needing to write scripts.
Automates Processes – Handles approvals, notifications, and task assignments.
No-Code Interface – Users can build workflows using a drag-and-drop interface.
Replaces Legacy Workflows – Flow Designer is the modern alternative to Workflow Editor.
Integrates with Spokes – Can connect to other systems using Integration Hub.
Triggers – Define when a flow starts (e.g., record changes, schedules, API calls).
Actions – Define what happens (e.g., create a task, send an email, update a record).
Conditions – Add logic to control execution paths.
B. Process Automation > Flow Administration → Used for managing existing flows, not creating new ones.
C. Process Automation > Workflow Editor → This is the legacy workflow automation tool, replaced by Flow Designer.
D. Process Automation > Process Flow → No such module exists in ServiceNow.
E. Process Automation > Active Flows → Displays already running flows, but does not allow new flow creation.
What setting allows users to view a Knowledge Base article even if the are not logged in?
The View All setting
The Allow role
The ESS role
The Public setting
In ServiceNow Knowledge Management, articles are typically restricted to specific users or roles. However, if you want an article to be accessible without requiring login, you must enable the Public setting.
Navigate to Knowledge Base Settings.
Enable the Public checkbox.
Save the changes.
The article is now viewable by anyone, even without logging into ServiceNow.
A. The View All setting ❌
No such setting exists for public access in ServiceNow.
B. The Allow role ❌
"Allow roles" restricts access to specific roles, but does not make the article public.
C. The ESS role ❌
The ESS (Employee Self-Service) role allows access to logged-in users, not public users.
What is the name of the string that display filter criteria?
Topic
Choice
Breadcrump
Menu
In ServiceNow, a Breadcrumb is the string of filter criteria displayed at the top of a list when filters are applied. Breadcrumbs help users navigate and refine filters without having to manually edit conditions.
Navigate to a list view (e.g., Incidents, Requests).
Apply a filter (e.g., "Priority is High" AND "State is New").
A breadcrumb string appears, displaying the filter conditions.
Users can click on different parts of the breadcrumb to adjust or remove filter conditions dynamically.
A. Topic ❌
Topics are used in Knowledge Management and Virtual Agent but do not represent filter criteria.
B. Choice ❌
A Choice refers to dropdown options in ServiceNow fields, not filters.
D. Menu ❌
Menus provide navigation options, but they do not display filters.
When importing data, what happens to imported rows, if no coalesce field is specified?
All rows are rejected from the import, as coalesce field is required.
All rows are treated as new records. No existing records are updated.
Duplicate rows are rejected from the import.
All rows are treated as new records, but errors will be flagged in the import log.
When importing data into ServiceNow via an Import Set, the system determines whether to update existing records or create new ones based on the Coalesce field setting.
If no Coalesce Field is defined, ServiceNow treats every imported row as a new record.
The import process does not check for existing records, meaning no records in the target table are updated.
This can result in duplicate entries if the imported data includes records that already exist in the target table.
A Coalesce Field is used to match incoming data to existing records.
If a matching record is found, it is updated instead of inserting a new one.
If no matching record is found, a new record is created.
Behavior When No Coalesce Field is Specified:How Coalescing Works:Incorrect Answers Explanation:A. All rows are rejected from the import, as coalesce field is required ❌
This is incorrect because the import does not require a coalesce field to proceed. The system will still import all rows.C. Duplicate rows are rejected from the import ❌
Without a coalesce field, duplicates are not rejected. Instead, every row is inserted as a new record, even if it already exists in the target table.D. All rows are treated as new records, but errors will be flagged in the import log ❌
Errors are only flagged in cases of data mismatches, validation failures, or incorrect mappings, not just because coalescing is missing.
ServiceNow Documentation → "Importing Data - Coalescing Best Practices"
ServiceNow Import Set Documentation → "Understanding Import Set Behavior Without Coalescing"
References from Certified System Administrator (CSA) Documentation:
On a filter condition, which component is always a choice list?
Operator
Filter Criteria
Operation
Match Criteria
In ServiceNow, when building filter conditions using the Condition Builder, there are three key components:
Field (Filter Criteria): The specific database field you are filtering on.
Operator: A choice list that defines the condition (e.g., "is", "contains", "starts with").
Value: The value you are checking against.
Among these components, the Operator is always a choice list, as it provides predefined options for filtering. The Operator determines how the Field and Value should be compared. For example:
"State is Active" (where "is" is the Operator)
"Priority is greater than 2" (where "is greater than" is the Operator)
Other components, such as Filter Criteria (fields) and Match Criteria, do not always function as choice lists.
What type of table has a name starting with u_ or x_?
Custom table
Parent table
Core table
Base table
Detailed Explanation:In ServiceNow, tables with names that start with u_ or x_ are Custom Tables. The prefix u_ is automatically assigned to custom tables created within a ServiceNow instance to distinguish them from core (standard) tables. Tables with the x_ prefix indicate they are custom tables associated with a scoped application, created within a ServiceNow application scope. Custom tables are crucial for extending ServiceNow’s functionality and tailoring applications to meet specific business requirements. (Reference: ServiceNow Documentation - Custom Tables and Table Naming Conventions)
=================
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?
Attribute
Label
Field
Column
Data Element
In ServiceNow, when defining a filter condition, the element being filtered is called a Field.
A field is an individual piece of data within a table (e.g., Caller, State, Priority in the Incident table).
The available fields in a filter depend on:
The table being filtered
User access rights (roles and permissions)
The columns (fields) available on the table
Understanding Fields in Filter Conditions:Example of a Filter Condition:css
CopyEdit
[ State ] [ is ] [ In Progress ]
State → This is a Field in the table.
is → This is the Operator used for filtering.
In Progress → This is the Value being compared.
A. Attribute – Attributes are metadata about a field but do not define filter conditions.
B. Label – The label is the display name of a field but is not used in filtering.
D. Column – While fields are stored as columns in a database, in filtering, they are referred to as Fields.
E. Data Element – This is a general term, not specific to filter conditions.
ServiceNow Filtering and Conditions
ServiceNow CSA Training Module: "Using Filters and Queries in ServiceNow"
Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
On Access Control Definitions, what are ways you can set the permissions on a Table?
Choose 3 answers
Groups
CRUD
Roles
Script that sets the answer variable to true or false
Conditional Expressions
In ServiceNow Access Control Definitions, permissions for a table can be set using Access Control Rules (ACLs), which define who can create, read, update, and delete (CRUD) records. Permissions can be applied using:
Roles ✅
Roles (sys_user_role) control access by grouping users with similar permissions.
Example: An ACL rule can specify that only users with the itil role can view incidents.
Script that sets the answer variable to true or false ✅
Custom scripts (written in ACL conditions) determine access dynamically.
Example: A script may check if the logged-in user is the record's assigned user before granting permission.
Conditional Expressions ✅
Conditional expressions allow rule-based access without scripting.
Example: A condition like "Assigned to is the current user" can be used to restrict access.
A. Groups ❌
Access Control Rules are applied based on roles, not groups. While roles can be assigned to groups, ACLs do not directly use groups.
B. CRUD ❌
CRUD (Create, Read, Update, Delete) is not a method of setting permissions but rather the actions that ACLs control.
What actions are required to refine the number of records displayed in a list view?
O Right-click to configure relationship list
O Add embedded lists and form annotations
O Select the filter icon and apply conditions
O Modify field properties and duplicate form views
To filter records in a list view, users can:
Click on the filter icon.
Apply conditions to refine the displayed records.
Which application is used primarily to load data into ServiceNow?
Import Hub
System Import Sets
Data Import Configuration
Import Management
In ServiceNow, the Impersonate User feature allows administrators to assume the identity of another user within the system to test permissions, troubleshoot issues, and validate user-specific configurations.
The option to Impersonate User is found in the User Menu, which is accessed by clicking on the user profile icon (located in the top-right corner of the interface). This menu provides essential user-related options, such as:
Profile Settings
Logout
Impersonate User (available to users with the admin role or those explicitly granted the impersonator role)
The User Menu is specifically designed for user-related actions such as logging out, modifying settings, and impersonation.
The Impersonate User function is not found in the Application Navigator, Content Frame, or Module sections of the ServiceNow interface.
ServiceNow Documentation Reference:
The ServiceNow CSA documentation states:
Why is "User Menu" the Correct Answer?“Administrators can impersonate a user by selecting ‘Impersonate User’ from the User Menu, allowing them to experience the platform from that user’s perspective.”
A. Module ❌
A module in ServiceNow refers to a specific feature or functionality within an application, such as "Incident Management" or "Change Requests." The Impersonate User function is not listed as a module.
B. Content Frame ❌
The content frame is the main working area where forms, lists, and dashboards appear. It does not contain the User Menu options.
C. Application Navigator ❌
The Application Navigator allows users to browse and access different ServiceNow applications and modules but does not provide an option to impersonate a user.
ServiceNow CSA Official Documentation – User Menu & Impersonation
ServiceNow Product Documentation – https://docs.servicenow.com
Why the Other Options Are Incorrect?References:
What are advantages of using spokes for integrations? Choose 3 answers
Reduces the need for code
Features scale and control mechanisms
Free spokes are available in the ServiceNow Store
Ensures discoverability and reuse
Automated event management
Spokes in ServiceNow IntegrationHub are pre-built connectors that allow organizations to integrate with external systems without requiring custom scripting. They provide low-code/no-code solutions, making integrations faster and more scalable.
A. Reduces the need for code ✅
Spokes come with prebuilt actions, reducing the need for custom scripting.
Example: Instead of writing a REST API script to send a message via Slack, a Slack Spoke provides an action for it.
B. Features scale and control mechanisms ✅
Spokes support enterprise scalability with built-in governance, security, and control mechanisms.
Example: Rate limits prevent excessive API calls, ensuring stability in large-scale integrations.
D. Ensures discoverability and reuse ✅
Spokes allow actions to be reused across different flows and automations.
This enhances maintainability by ensuring integrations are not duplicated.
C. Free spokes are available in the ServiceNow Store ❌
While some spokes are free, many require a separate license.
IntegrationHub Standard and Enterprise subscriptions cover most advanced spokes.
E. Automated event management ❌
Event Management is part of ITOM, not IntegrationHub Spokes.
While spokes trigger actions based on events, they do not manage events like ITOM Event Management.
ServiceNow Documentation: IntegrationHub and Spokes
ServiceNow Developer Guide: Using Spokes in Flow Designer
Correct Answers Explanation:Incorrect Answer Choices Explanation:References:
The Report Designer contains different sections for configuring your report. Which section is used to specify grouping and calculations to be run against me data?
Style
Format
Data
Configure
Group by
In Report Designer, the Data section is used to specify grouping and calculations to be performed on the report's dataset.
You select the table from which the report will pull data.
You define filters to limit the dataset.
You specify "Group By" fields to categorize data.
You apply aggregations (SUM, COUNT, AVG, etc.) to perform calculations on fields.
A. Style – Controls visual appearance (colors, fonts, chart type, etc.) but does not handle data grouping or calculations.
B. Format – Used for formatting elements but does not control grouping or data calculations.
D. Configure – There is no "Configure" section in Report Designer; settings are managed under other sections.
E. Group By – While "Group By" is used within the Data section, it is not a separate section itself.
ServiceNow Report Designer – Data Configuration
ServiceNow CSA Training Module: "Creating and Configuring Reports"
What Happens in the "Data" Section?Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
Which interface allows users to search articles, submit requests, and browse communication notices?
O Customer Service Management
O Service Portal
O Employee Self-Service
O One Stop Shop
Employee Self-Service (ESS) is the interface in ServiceNow that allows employees to:
Search for knowledge articles.
Submit service requests.
View notifications and communication updates.
ESS is designed to provide a simple, user-friendly interface for employees to interact with IT and other departments.
Explanation of Incorrect Options:
Customer Service Management (A) → Used for customer support, not internal employee requests.
Service Portal (B) → A broader framework that ESS can be built on, but ESS is the specific user interface for employee interactions.
One Stop Shop (D) → Not a standard ServiceNow term or interface.
Which module would you use to customize your instances banner image, text and colors?
A Homepage Admin > Pages > Branding
System Ul > Ul Pages > Branding
System Properties > Branding
System Properties > Basic Configuration UI16
Service Portal > Portals > Branding
To customize the banner image, text, and colors of your instance in ServiceNow, you use the System Properties > Branding module. This module allows administrators to control various UI aspects, including the branding of the system.
Banner Image: Change the header image seen across the UI.
Text: Customize the text displayed in the header or other branding areas.
Colors: Modify the colors of various UI elements to match your company's branding.
Key Customizations Available in Branding:This is typically applied to both UI16 (desktop) and UI11 (classic) interfaces, ensuring a consistent experience across the instance.
A. Homepage Admin > Pages > Branding – This is used for homepages rather than global instance branding.
C. System Properties > Basic Configuration UI16 – This section allows configuration of the UI layout and elements but does not specifically manage branding elements like banner image and colors.
E. Service Portal > Portals > Branding – This is specific to Service Portal branding, not for global instance customization.
ServiceNow Branding Configuration
ServiceNow CSA Training Module: "System Properties and Branding"
Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
On a Catalog Task record, how would an administrator change the priority choice options?
O Right-click the Priority Label > select Configure Choices
O In the Context menu of the form, select Configure Options
O Open the Data Dictionary > select Values
O Right-click the Priority Label > select Configure Lists
In ServiceNow, to modify the available choices for a choice field like "Priority" on a form, an administrator must use the "Configure Choices" option. This can be accessed by:
Right-clicking the field label (e.g., Priority).
Selecting "Configure Choices" from the context menu.
Adding, editing, or removing available choice values for that field.
This method ensures that only the available choices are displayed to users. The "Priority" field in a Catalog Task is a choice field, so modifying its options requires "Configure Choices".
When looking at a long list of records, you want to quickly filter, to show only those which have Category of Hardware. How might you do that?
On the Iist, locate and right click on the value Hardware, select Show Matching
Click Funnel ten, type Hardware and click enter
On the Category column header, right click and select Show > Hardware
Right dick on magnifier, type Hardware and click enter
On Breadcrumb, click > icon, type Hardware and click enter
In ServiceNow, when working with large lists of records, users can quickly filter records based on specific column values using built-in list functionalities.
A. On the list, locate and right-click on the value Hardware, select Show Matching ✅
This is the fastest way to filter a list.
Steps:
Locate a record with the Category = Hardware value.
Right-click on the word "Hardware."
Select "Show Matching" from the context menu.
The list is now filtered to display only records with Category = Hardware.
B. Click Funnel icon, type Hardware, and click enter ❌
The Funnel icon (Filter) is used to create advanced filters, but you cannot directly type "Hardware" into it.
You would need to manually create a filter condition:
Category → is → Hardware
C. On the Category column header, right-click and select Show > Hardware ❌
Incorrect terminology—There is no "Show > Hardware" option.
Instead, you would need to use Show Matching (Answer A).
D. Right-click on magnifier, type Hardware, and click enter ❌
There is no "magnifier" (search icon) method that filters records this way.
E. On Breadcrumb, click > icon, type Hardware, and click enter ❌
Breadcrumbs provide a visual representation of existing filters, but you cannot directly type values into breadcrumbs.
ServiceNow Documentation: Filtering Lists
ServiceNow User Guide: List Context Menu Actions
Correct Answer Explanation:Incorrect Answer Choices Explanation:References:
What is the definition of a group?
An escalation pod
A department
A collection of users
A collection of subject matter experts
A team of users
In ServiceNow, a Group is a collection of users who share common responsibilities and access rights within the system. Groups are primarily used to facilitate:
Role-Based Access Control (RBAC): Assigning roles and permissions collectively to a set of users.
Task Assignment: Groups can be assigned to handle incidents, change requests, and approvals.
Notification Management: Groups can be used for sending system notifications to multiple users at once.
C. A collection of users ✅
A group in ServiceNow consists of multiple users who work together on tasks, approvals, or system activities.
Groups simplify user administration by allowing permissions and responsibilities to be assigned collectively instead of individually.
Examples of groups:
Service Desk (handles incident tickets)
Change Advisory Board (CAB) (approves change requests)
HR Team (manages HR cases)
A. An escalation pod ❌
ServiceNow does not use the term "escalation pod" to define a group.
Escalations are handled through priority rules and workflows, not groups.
B. A department ❌
A department is an organizational unit (e.g., HR, IT, Finance), while a group is a functional collection of users.
Departments and groups are separate entities in ServiceNow.
D. A collection of subject matter experts ❌
While some groups may consist of SMEs, this is not the definition of a group.
Groups can have users of different expertise levels, not just experts.
E. A team of users ❌
Although groups may act as "teams," the official ServiceNow definition of a group is a collection of users, which is more precise.
"Team" is a more informal term, while "group" is the structured term used in the platform.
Official ServiceNow Documentation: Groups and Users
ServiceNow Administration Guide: User and Group Management
Correct Answer Explanation:Incorrect Answer Choices Explanation:References:
Access Control rules are applied to a specific table, like the Incident table. What is the object name for a rule that applies to the entire Incident table (all rows and fields)?
incident .*
incident.all
incident .!
incident.None
In ServiceNow Access Control Lists (ACLs), rules can be applied at different levels:
Table-level – Applies to all fields and records in a table.
Field-level – Applies to specific fields within a table.
To create an ACL rule that applies to all rows and all fields of the Incident table, the correct object name is:➡ incident.*
incident.* ✅ – Grants or restricts access to all fields and records in the Incident table.
incident.number – Restricts access to the "Number" field in the Incident table.
incident.short_description – Controls access to the "Short Description" field only.
B. incident.all ❌
No such ACL naming convention exists in ServiceNow.
C. incident.! ❌
This is not a valid ACL syntax in ServiceNow.
D. incident.None ❌
This is not a recognized ACL format in ServiceNow.
What role enables someone to authorize a request, with no other permissions on the platform?
Approver [approver-user]
Authorize [authorize-user]
Reviewer [reviewer_user]
Approver Group [approval_group]
Verification [verify_user]
In ServiceNow, the Approver [approver-user] role is specifically designed for users who need to authorize requests but should not have any other permissions or administrative access to the platform.
Can approve or reject requests (e.g., Change Requests, Service Catalog Requests).
No additional platform permissions (cannot create, modify, or view records beyond approvals).
Assigned automatically to users designated as approvers in approval workflows.
An IT Manager receives an approval request for a new laptop.
The manager logs in and sees only the approval request (no other system access).
They approve/reject the request without modifying any records.
Key Features of the Approver Role:Example Use Case:
B. Authorize [authorize-user] → ❌ Incorrect
No such role exists in ServiceNow.
C. Reviewer [reviewer_user] → ❌ Incorrect
No such role exists in ServiceNow.
D. Approver Group [approval_group] → ❌ Incorrect
Approval groups allow multiple users to approve a request collectively, but it is not a standalone role.
The approver-user role is the correct answer for individual approvals.
E. Verification [verify_user] → ❌ Incorrect
No such role exists in ServiceNow.
Why Other Options Are Incorrect?
Approval Configuration
User Roles in ServiceNow
Official ServiceNow Documentation Reference:
What instance resource allows you to access guided tours, information about actions, and instructions an how to use inputs and outputs in your flaw?
Community
Help Panel (question mark icon)
Docs
Wiki
In ServiceNow, the Help Panel (represented by the question mark icon) is an integrated resource that provides guidance for users. It offers guided tours, action instructions, and information on using inputs and outputs within the platform.
Guided Tours: Step-by-step walkthroughs for users to get acquainted with ServiceNow features and processes.
Instructions for Inputs/Outputs: Provides help and clarification on how to use input fields, buttons, and other interactive elements in the interface.
Access to Information: Offers contextual help for specific actions or modules within ServiceNow.
Features of the Help Panel:This makes it the most efficient resource for users needing on-the-spot assistance as they interact with the platform.
A. Community – The Community is a forum where users can discuss issues, share knowledge, and ask questions but is not directly related to in-context help or guided tours.
C. Docs – ServiceNow documentation provides in-depth guides and best practices but is not built into the user interface for in-context help and guided tours.
D. Wiki – Similar to Docs, the Wiki is more of a knowledge repository but does not provide interactive, contextual guidance in the instance.
ServiceNow Help Panel Usage
ServiceNow CSA Training Module: "User Experience: Help Panel and Guided Tours"
Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
What are examples of UI Actions relating to forms?
Choose 3 answers
Form Context Menu
Form View
Form Buttons
Form Links.
Form Columns
In ServiceNow, UI Actions are customizable elements that enhance user interaction with forms, lists, and other UI components. When applied to forms, UI Actions allow users to trigger workflows, scripts, or system operations efficiently.
A. Form Context Menu ✅
The Form Context Menu (accessible by right-clicking on a form header or field) contains UI Actions such as:
Save, Insert, Insert and Stay, Configure Form Layout, etc.
Admins can customize this menu to include additional actions.
C. Form Buttons ✅
Buttons appear at the top or bottom of a form, allowing users to take specific actions.
Examples include:
Submit, Update, Resolve, Approve, Reject
These actions can be customized using UI Action scripting.
D. Form Links ✅
Form Links appear as clickable links at the bottom of a form.
Example:
“Show Related Incidents” link on an incident form.
These links allow users to navigate quickly between related records.
B. Form View ❌
Form View is a layout configuration that determines how fields appear but is not a UI Action.
UI Actions trigger actions, while Form Views define appearance.
E. Form Columns ❌
Form Columns refer to the arrangement of fields within a form.
Columns help with form design but do not serve as UI Actions.
Official ServiceNow Documentation: UI Actions
ServiceNow Developer Documentation: Creating and Customizing UI Actions
Correct Answers Explanation:Incorrect Answer Choices Explanation:References:
You are asked to create an option in the Service Catalog, which will allow a user to click Get Help and describe the issue they are having. These forms should create incident records, which are automatically routed to the Service Desk. Which method would you use?
Create Record Producer
Create Catalog Item
Create Order Guide
Create Content Item
Understanding Service Catalog Components:
In ServiceNow, the Service Catalog provides a structured way for users to request services.
A Record Producer is a special type of catalog item that creates records in a specific table (e.g., creating an Incident record when submitting a "Get Help" form).
Why "Create Record Producer" is the Correct Answer:
A Record Producer allows users to submit requests using a form that creates records in a specified table (in this case, the Incident table).
The submitted form automatically routes the record to the Service Desk based on assignment rules.
It improves user experience by simplifying the incident creation process.
Why Other Answers Are Incorrect:
B. Create Catalog Item → Catalog Items are used for ordering products or services (e.g., laptop requests) but do not create Incident records.
C. Create Order Guide → Order Guides are used for grouping multiple Catalog Items into a single request, not for creating Incidents.
D. Create Content Item → Content Items provide links or information, but they do not create records in ServiceNow.
Best Practice Solution:
Navigate to Service Catalog → Record Producers and create a new Record Producer for the Incident table.
Set appropriate fields, workflow, and assignment rules to ensure proper routing to the Service Desk.
What Service Catalog feature do you use to organize items into logical groups?
Variable sets
Catalog items
Sections
Categories
In Service Catalog Management, categories are used to logically group catalog items to make navigation easier for users. Categories help organize items into meaningful sections, ensuring that users can quickly locate the services they need.
For example:
"Software Requests" can be a category containing catalog items like "Microsoft Office," "Adobe Photoshop," and "VPN Access."
"Hardware Requests" can include items like "Laptops," "Monitors," and "Keyboards."
A. Variable Sets ❌ – Variable sets are reusable groups of variables for catalog items, but they do not organize items into groups.
B. Catalog Items ❌ – Catalog items refer to individual service requests (e.g., "Request a Laptop"), but they are grouped using categories, not other catalog items.
C. Sections ❌ – Sections are used in forms to group related variables together, not for organizing catalog items.
Which admin role is required to make changes to High Security Settings?
security _admin
sn_ad_admin
high_sec_admin
admin
The security_admin role in ServiceNow is required to make changes to High Security Settings (now part of System Security Settings).
Modify high-security settings in ServiceNow.
Elevate privileges to make changes to sensitive security configurations.
Manage Access Control Lists (ACLs) to define security rules.
Users with the admin role alone cannot modify high-security settings.
The security_admin role requires elevation via the "Elevate Role" option in the user menu.
This ensures that only authorized administrators can modify security-related configurations.
B. sn_ad_admin – No such role exists in ServiceNow.
C. high_sec_admin – This is not a valid ServiceNow role.
D. admin – The admin role alone does not grant access to high-security settings without elevating to security_admin.
ServiceNow Security Admin Role and Elevated Privileges
ServiceNow CSA Training Module: "Managing Security Settings and Access Controls"
What Can the security_admin Role Do?Why Elevation is Required?Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
Which are valid Service Now User Authentication Methods? (Choose three.)
XML feed
Local database
LDAP
SSO
FTP authentication
ServiceNow supports multiple authentication methods to verify user identities before granting access to an instance. The three valid authentication methods from the given options are:
Local Database Authentication
This is the default authentication method used in ServiceNow.
User credentials (username and password) are stored in the ServiceNow database.
Authentication is handled directly by ServiceNow without relying on external identity providers.
This is useful for small implementations or instances where external authentication is not required.
LDAP (Lightweight Directory Access Protocol)
LDAP allows ServiceNow to integrate with corporate directory services, such as Microsoft Active Directory, to authenticate users.
Users authenticate using their corporate credentials, reducing the need to maintain separate user accounts in ServiceNow.
ServiceNow connects to an LDAP server and verifies credentials without storing passwords in the ServiceNow database.
SSO (Single Sign-On)
Single Sign-On enables users to log into ServiceNow using an external identity provider (IdP).
ServiceNow supports various SSO protocols, including:
SAML 2.0 (Security Assertion Markup Language)
OAuth 2.0
OpenID Connect
Kerberos
This allows users to authenticate once and gain access to multiple applications, improving security and user experience.
A. XML feed –
XML feeds are used for data exchange, not authentication.
ServiceNow can consume XML feeds for integrations but does not use XML feeds to authenticate users.
E. FTP authentication –
FTP (File Transfer Protocol) is used for transferring files between systems and is not a valid authentication method in ServiceNow.
ServiceNow Docs: User Authentication Methodshttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/security/concept/user-authentication-methods.html
ServiceNow CSA Official Training Guide (User Authentication & Security)
Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:These references confirm that Local Database, LDAP, and SSO are valid authentication methods in ServiceNow.
What is a Dictionary Override?
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
In ServiceNow, a Dictionary Override allows an administrator to customize the properties of a field in a child table without modifying the field in the parent table.
This is particularly useful in table inheritance scenarios, where a child table inherits fields from a parent table but needs different behavior for certain fields.
Modify field properties (e.g., mandatory, read-only, default value) in extended tables.
Preserve inheritance while allowing exceptions for specific child tables.
Avoid modifying the original dictionary definition of a field at the parent table level.
Key Functions of Dictionary Overrides:Example of Dictionary Override in Action:Consider the Task Table (task), which is a parent table for many modules like Incident, Change, and Problem.
The Task Table has a priority field.
If the Incident Table (incident) needs to override the priority field to make it mandatory, an administrator can create a Dictionary Override for the priority field in the incident table.
The priority field in other child tables (e.g., change_request, problem) remains unaffected.
(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 describes Update Set Collisions, not Dictionary Overrides.
Update Set Collisions occur when an 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 describes Change Management in ITSM, which tracks changes to IT services.
Dictionary Overrides specifically modify field properties in extended tables.
(C) A Dictionary Override is a task within a workflow that requests an action before the workflow can continue – Incorrect ❌
This describes Approval Actions in Workflows, not Dictionary Overrides.
Workflow approvals pause execution until an action is completed, but Dictionary Overrides do not function this way.
(D) A Dictionary Override sets field properties in extended tables – Correct ✅
This is the correct definition.
Dictionary Overrides allow admins to customize field behavior in child tables while maintaining inheritance from parent tables.
Explanation of Each Option:
Use Dictionary Overrides sparingly to avoid unnecessary complexity.
Always test changes in a sub-production environment before applying them in production.
Document overrides properly to help future administrators understand why an override was applied.
Use the "Dictionary Entry" (sys_dictionary) table to 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:
How are Workflows moved between instances?
Workflows are moved using Update Sets
Workflows are moved using Transform Maps
Workflows are moved using Application Sets
Workflows cannot be moved between instances
Workflows in ServiceNow are typically moved between instances using Update Sets. Update Sets serve as a mechanism for capturing customizations and migrating them across different environments, such as Development (Dev) → Test → Production (Prod).
Recording Customizations:
When a workflow is modified or created, its changes are recorded in an Update Set if the Update Set is active.
Capturing Related Records:
Workflows consist of multiple components (e.g., activities, conditions, transitions).
Update Sets capture the Workflow Version and associated Workflow Activities.
Exporting and Importing:
The Update Set containing the workflow is exported from the source instance (e.g., Dev).
It is then imported into the target instance (e.g., Test or Prod).
Commit the Update Set:
After import, the Update Set must be reviewed and committed to apply the changes in the target instance.
B. Workflows are moved using Transform Maps ❌
Incorrect: Transform Maps are used for importing and mapping data from external sources into ServiceNow tables, not for migrating configurations like workflows.
C. Workflows are moved using Application Sets ❌
Incorrect: There is no such thing as "Application Sets" in ServiceNow. However, Applications (Scoped Apps) can be moved using Application Repositories (App Repo) or Update Sets, but this is different from standard Workflow migration.
D. Workflows cannot be moved between instances ❌
Incorrect: Workflows can be moved using Update Sets, and in scoped applications, they can also be packaged with the application.
How Update Sets Work for Workflows?Why Other Options Are Incorrect?
ServiceNow Product Documentation - Update Sets
Update Sets Overview
Moving Customizations Using Update Sets
ServiceNow Workflows
Workflow Management
References from ServiceNow CSA Documentation:
Which one of the following statements describes the contents of the Configuration Management Database (CMDB)?
The CMDB contains data about tangible and intangible business assets
The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company
The CMDB archives all Service Management PaaS equipment metadata and usage statistics
The CMDB contains ITIL process data pertaining to configuration items
The Configuration Management Database (CMDB) in ServiceNow is a centralized repository that stores information about Configuration Items (CIs), which can include both tangible and intangible business assets.
Tangible assets: Physical devices like servers, network components, and workstations.
Intangible assets: Software, applications, cloud services, licenses, and business services.
Relationships and Dependencies: CMDB maintains the relationships between CIs to help with impact analysis, change management, and troubleshooting.
What is Stored in the CMDB?CMDB plays a crucial role in IT Service Management (ITSM), ensuring that organizations have accurate and up-to-date asset data for better decision-making.
(A) The CMDB contains data about tangible and intangible business assets – Correct ✅
The CMDB tracks and manages both physical (tangible) and virtual (intangible) assets.
Examples of tangible assets: Servers, routers, desktops, mobile devices.
Examples of intangible assets: Cloud services, software applications, business services.
(B) The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company – Incorrect ❌
Business Rules are not stored in the CMDB.
Business Rules in ServiceNow are part of the platform’s automation framework and control system behavior but do not define configuration items.
(C) The CMDB archives all Service Management PaaS equipment metadata and usage statistics – Incorrect ❌
The CMDB does not function as an archive; it maintains real-time, active data about CIs.
Usage statistics are stored in performance analytics and reporting tools, not in the CMDB.
(D) The CMDB contains ITIL process data pertaining to configuration items – Incorrect ❌
While CMDB supports ITIL processes, it does not store ITIL process data directly.
ITIL process data (e.g., incident, problem, change records) is stored in ITSM modules, not in the CMDB itself.
CMDB does contain CI relationships that support ITIL processes like Incident, Problem, and Change Management.
Explanation of Each Option:
CI Classes & Hierarchy: ServiceNow CMDB uses a hierarchical structure with various CI Classes (e.g., cmdb_ci, cmdb_ci_server, cmdb_ci_database).
CMDB Health Dashboard: Ensures data accuracy with completeness, compliance, and correctness metrics.
Relationship Management: CIs in the CMDB are linked to show dependencies, which is crucial for impact analysis in change and incident management.
Discovery & Service Mapping: ServiceNow’s Discovery and Service Mapping tools help automate CI data collection.
Additional Notes & Best Practices:
ServiceNow Docs: CMDB Overview
https://docs.servicenow.com
ServiceNow Community: Best Practices for CMDB Data Accuracy
https://community.servicenow.com
References from Certified System Administrator (CSA) Documentation:
When searching using the App Navigator search field, what can be returned? (Choose four.)
Names of Applications and Modules
Names of Modules
Names of Applications
Favorites
History Records
Titles of Dashboard Gauges
The Application Navigator (App Navigator) search field in ServiceNow allows users to quickly find applications, modules, and favorites by typing relevant keywords. It helps in easy navigation by filtering available options as the user types.
The four correct answers describe what the App Navigator search field can return:
The search field can return both applications and their respective modules in the left navigation panel.
Example: Searching for "Incident" will return:
Application: "Incident"
Modules: "All", "Open", "Resolved", "Create New"
Modules are specific functionalities within an application.
Searching by a module name directly will display results that match the keyword.
Example: Searching for "Create New" will return modules like:
"Create New Incident"
"Create New Change Request"
The search field supports finding full applications by their name.
Example: Typing "Change" will display the Change Management application and its related modules.
If a user has marked specific modules or applications as Favorites, they will appear in search results.
This helps users quickly access commonly used features.
1. Names of Applications and Modules (✅ Correct)2. Names of Modules (✅ Correct)3. Names of Applications (✅ Correct)4. Favorites (✅ Correct)
Why the Other Options Are Incorrect:❌ E. History Records (Incorrect)
The History tab in the navigation panel shows recently accessed records, but it is not searchable through the App Navigator.
Instead, users can find history under:
History Module (System Settings > History)
Recent History Tab in the left navigation
❌ F. Titles of Dashboard Gauges (Incorrect)
Dashboard Gauges are visual elements on Performance Analytics or Reporting Dashboards and are not searchable in the App Navigator.
Instead, dashboards and reports are found under:
Self-Service > Dashboards
Performance Analytics > Dashboards
A ServiceNow user wants to quickly access the "All Incidents" module.
They type "incident" into the App Navigator search.
The search results return:
Incident (Application)
All (Module)
Assigned to Me (Module)
Resolved (Module)
Example Use Case:This allows for quick navigation without manually expanding application menus.
ServiceNow Documentation: Application Navigator Overview
ServiceNow CSA Learning Path: Using the Application Navigator
ServiceNow Docs: Favorites and Navigation
References:
In what order should filter elements be specified?
Field, Operator, then Value
Field, Operator, then Condition
Operator, Condition, then Value
Value, Operator, then Field
When creating filters in ServiceNow, the elements should be specified in the following order:
Field – The database field (column) that is being filtered.
Operator – The comparison method, such as "is", "contains", "greater than", etc.
Value – The specific data that the filter should match.
Example of a Properly Structured Filter:Imagine filtering a list of Incidents where the priority is high. The filter would be structured as:
Field: Priority
Operator: is
Value: High
is – Matches an exact value
is not – Excludes a specific value
contains – Looks for a partial match
greater than – Finds records with a value greater than the specified one
less than – Finds records with a value less than the specified one
B. Field, Operator, then Condition – Incorrect.
"Condition" is not an individual filter element in ServiceNow; the operator already defines the condition (e.g., "is", "contains").
C. Operator, Condition, then Value – Incorrect.
The field must come first to define what data is being filtered. The operator follows next.
D. Value, Operator, then Field – Incorrect.
This is completely reversed; you must specify what field you are filtering first before applying conditions.
ServiceNow Product Documentation → Filters and Condition Builder
ServiceNow CSA Study Guide → Data Management and List Filters
ServiceNow List Views → Using Filters and Operators
Common Operators in ServiceNow Filters:Explanation of Incorrect Answers:References from Certified System Administrator (CSA) Documentation:
Which of the following statements is true when a new table is created by extending another table?
The new table archives the parent table and assumed its roles in the database
The new table inherits all of the Business Rules, Client Scripts, and UI Policies of the parent table, but none of the existing fields
The new table inherits all of the fields of the parent table and can also contain new fields unique to itself
The new table inherits all of the fields, but does not inherit Access Control rules, Client Scripts, and UI Policies of the parent table
When a new table is created in ServiceNow by extending another table, it follows table inheritance principles. This means the newly created table (child table) receives all the fields from its parent table. Additionally, the new table can include custom fields that are unique to itself.
Here’s how inheritance works in ServiceNow when a table is extended:
Fields Inheritance:
The child table automatically inherits all fields from its parent table.
These inherited fields cannot be removed from the child table but can be modified or overridden.
The child table can also have additional custom fields that do not exist in the parent table.
Business Rules, Client Scripts, and UI Policies:
Unlike fields, these components are not automatically inherited.
However, they can still affect the child table if they are defined on the parent table using conditions that include the child table.
To apply them specifically to the child table, they need to be explicitly defined for the new table.
Access Control Rules (ACLs):
ACLs are not automatically inherited.
Each table in ServiceNow has its own set of Access Control Rules, which must be explicitly configured for the child table if different permissions are required.
Database Structure:
The child table creates a one-to-one relationship with the parent table, meaning all fields in the parent are available in the child table.
The new table is stored as a separate entity but references the parent table’s structure.
The child table inherits all fields from the parent table. ✅
The child table can also have its own custom fields. ✅
Business Rules, Client Scripts, UI Policies, and ACLs are not automatically inherited, meaning options B and D are incorrect.
The table does not archive the parent table (making option A incorrect).
ServiceNow Product Documentation – Table Inheritance:https://docs.servicenow.com
ServiceNow Fundamentals – Table Relationships
ServiceNow Developer Portal – Extending Tables
ServiceNow Best Practices – Access Controls & Security Rules
Why Option C is Correct?References from Certified System Administrator (CSA) Documentation:
What is the master table that contains a record for each table in the database?
[sys_master_db]
[sys_db_object]
[sys_master_object]
[sys_object_db]
In ServiceNow, all tables in the database are recorded in a master table called [sys_db_object]. This table stores metadata about each table in the system, including its name, label, and other attributes.
Stores a record for every table in the ServiceNow instance.
Tracks essential table properties, such as the table name, label, and whether it is an extension of another table.
Helps administrators view, modify, or create new tables in ServiceNow.
Used in Table Administration and Custom Table Development.
A. [sys_master_db] –
This table does not exist in ServiceNow.
C. [sys_master_object] –
There is no such table named "sys_master_object" in ServiceNow.
D. [sys_object_db] –
This table does not exist in ServiceNow.
The correct name is sys_db_object.
Navigate to System Definition → Tables.
Search for the table sys_db_object.
Open the table to see records representing all tables in the instance.
ServiceNow Docs: Understanding Tables and Fieldshttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/metadata/concept/c_TablesAndFields.html
ServiceNow CSA Official Training Guide (System Data and Tables Overview)
Key Functions of [sys_db_object]:Why the Other Options Are Incorrect?How to View the [sys_db_object] Table in ServiceNow?References from Certified System Administrator (CSA) Documentation:This confirms that [sys_db_object] is the master table that contains a record for every table in the ServiceNow database.
When using the Load Data and Transform Map process, what is the Mapping Assist used for?
Mapping fields using the Import Log
Mapping fields using Transform History
Mapping fields using an SLA
Mapping fields using a Field Map
In ServiceNow, the Load Data and Transform Map process is used to import data from external sources (e.g., CSV, Excel, XML) into the ServiceNow platform. The Mapping Assist tool is a feature within this process that helps administrators visually map fields between the source data (imported file) and the target table in 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 a staging table (Import Set Table).
Transform Map:
A Transform Map defines how fields in the import set should be mapped to the target table in ServiceNow.
It allows data transformation, filtering, and scripting during the import process.
Mapping Assist:
Mapping Assist is a visual tool that helps administrators easily map fields between the import set and the target table.
It provides a drag-and-drop interface to connect fields.
Helps prevent errors 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."
The Field Map is created in the Transform Map to define how fields from the import set match fields in the target table.
Mapping Assist is used to visually link these fields, making it easier to set up the transformation process.
Why the Other Answers Are Incorrect:❌ A. "Mapping fields using the Import Log."
Incorrect because the Import Log tracks the progress of an import job but does not provide field mapping.
The Import Log is used for troubleshooting errors, not for mapping fields.
❌ B. "Mapping fields using Transform History."
Incorrect because Transform History tracks past transformations and changes made during imports, but it is not used for mapping fields.
It is used for auditing and debugging transformations, not field mapping.
❌ C. "Mapping fields using an SLA."
Incorrect because SLAs (Service Level Agreements) are used for tracking and enforcing deadlines on tasks, not for data mapping.
SLAs have no role in the Load Data and Transform Map process.
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:
Which of the following statement describes the purpose of an Order Guide?
Order Guides restrict the number of items in an order to only one item per request
Order Guide provide a list of guidelines for Administrators on how to set up item variables
Order Guide provide the ability to order multiple, related items as one request
Order Guides take the user directly to the checkout without prompting for information
In ServiceNow Service Catalog, an Order Guide is a feature that allows users to order multiple, related catalog items in a single request, simplifying the ordering process.
Helps users request multiple items together instead 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).
Uses variables and rules to 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 is not true because Order Guides allow users to request multiple items at once.
A single request (REQ#) is generated that 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 for users, not just administrators.
They do not provide setup guidelines; instead, they simplify ordering for end-users.
(C) Order Guides provide the ability to order multiple, related items as one request – Correct ✅
This is the primary function of an Order Guide.
Instead of placing separate orders for different catalog items, a user can add all related items to a single 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 Guides can include user prompts (variables, conditions) before checkout.
Users may be asked for specific details before submitting 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:
What is the name of the conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common tasks?
Answer Agent
live Feed
Virtual Agent
Connect Chat
The conversational bot platform in ServiceNow that helps users obtain information, make decisions, and perform common tasks is called Virtual Agent.
What is Virtual Agent?Virtual Agent is a chatbot framework in ServiceNow that allows users to interact with the system using natural language processing (NLP). It automates responses, guides users through processes, and integrates with ServiceNow workflows to resolve requests efficiently.
Conversational AI & Automation
Uses AI and Natural Language Understanding (NLU) to interpret user input and provide relevant responses.
Predefined Topics & Custom Topics
Comes with pre-built conversation topics (e.g., resetting passwords, requesting IT help) and allows organizations to create custom topics.
Multi-Channel Support
Works with platforms like Microsoft Teams, Slack, ServiceNow Chat, and web portals.
Self-Service Capabilities
Enables users to resolve issues without contacting the Service Desk, improving efficiency.
Integration with ServiceNow Workflows
Can trigger workflows to create incidents, update records, retrieve knowledge articles, or complete approvals.
A. Answer Agent ❌
Incorrect: There is no feature named "Answer Agent" in ServiceNow.
B. Live Feed ❌
Incorrect: Live Feed is a social collaboration tool in ServiceNow that allows users to post updates and interact with others, similar to a message board. It does not provide AI-based conversational assistance.
D. Connect Chat ❌
Incorrect: Connect Chat is ServiceNow’s real-time collaborative chat system, used for direct communication between users and support agents, but it is not an AI-driven Virtual Agent.
Key Features of Virtual Agent:Why Other Options Are Incorrect?
ServiceNow Product Documentation - Virtual Agent
Virtual Agent Overview
Setting Up Virtual Agent
ServiceNow Conversational Interfaces
Virtual Agent vs. Connect Chat
References from ServiceNow CSA Documentation:
What is a way that you can mark a knowledge article for review?
Flag article
Review
Bookmark
On Hold
In ServiceNow, knowledge articles can be marked for review using the "Flag article" feature. This allows users to indicate issues such as outdated content, incorrect information, or necessary updates.
Users can flag an article if they believe it needs review or corrections.
The flagged article appears in the Knowledge Management Dashboard, where knowledge managers can track flagged articles.
Knowledge managers or owners can review flagged articles and make necessary updates or retire them if needed.
How the "Flag Article" Feature Works:
B. Review → No such option exists in ServiceNow for marking an article for review. However, knowledge managers can schedule article reviews manually.
C. Bookmark → Used to save frequently accessed articles for personal reference but does not indicate that the article needs a review.
D. On Hold → Applies to workflows or approvals but is not a method for marking an article for review.
Why Other Options Are Incorrect:
ServiceNow Documentation: Flagging a Knowledge Article
CSA Exam Guide: Covers the Flag Article function as a key feature in Knowledge Management.
Reference from CSA Documentation:Thus, the correct answer is:✅ A. Flag article
What are the 5 provided Roles by ServiceNow?
System Administrator: The admin role provides access to all platform features, applications, functions and data.
Specialized Administrator: Specialized administrator roles manage specific functions or applications, such as Assignment Rules, Knowledge base, reports, or web services
Fulfiller: Users with the ITIL role may fulfill ITIL activities associated with the ITIL workflow, including Incident and Change management.
Approver: Users with the Approver user role can perform all requester actions and may view or modify approval records directed to the approver
Requester: Also known as Employee Self Service (ESS) users, these users have no roles but can submit and manage their own requests, access public pages, etc.
ServiceNow provides five primary roles that define access and permissions within the platform. These roles help structure user responsibilities and ensure that users only have access to the necessary functions.
The highest level of access in ServiceNow.
Can manage all platform features, applications, data, and configurations.
Has control over users, security settings, system properties, and scripting capabilities.
Example: A ServiceNow admin configuring new workflows, modifying tables, or setting up instance-wide settings.
Manages specific applications or functionalities within ServiceNow.
Includes roles such as:
knowledge_admin (Manages Knowledge Base)
report_admin (Manages Reports)
catalog_admin (Manages Service Catalog)
Example: A Knowledge Base Administrator controlling access to articles and updating knowledge categories.
Users with the ITIL role who perform IT Service Management (ITSM) tasks.
Can create, update, and resolve records such as incidents, problems, changes, and requests.
Example: A service desk agent handling incidents and requests.
Users with the Approver role can approve or reject requests, such as change requests or access requests.
Can view or modify approval records directed to them but cannot fulfill other ITIL tasks.
Example: A manager approving a new software installation request.
Basic users with no assigned roles.
Can submit requests, view their own tickets, and access public pages (e.g., Knowledge Base, Catalog).
Example: An employee submitting a request for laptop repair via the ServiceNow portal.
1. System Administrator (admin)2. Specialized Administrator3. Fulfiller (ITIL Role)4. Approver5. Requester (Employee Self-Service - ESS)
These roles form the foundation of role-based access control (RBAC) in ServiceNow.
They ensure that users only access the data and functions relevant to their job responsibilities.
Additional roles can be assigned based on business needs, but these five cover the core platform functionalities.
Why These Are the Provided Roles in ServiceNow:
ServiceNow Documentation: User Roles in ServiceNow
CSA Exam Guide: Covers System Administrator, Specialized Administrator, Fulfiller, Approver, and Requester as the standard user roles.
Reference from CSA Documentation:Thus, the correct answer is:✅ A. System Administrator, B. Specialized Administrator, C. Fulfiller, D. Approver, E. Requester
Where can Admins check which release is running on an ServiceNow instance?
Memory Stats module
Stats module
System.upgraded table
Transactions log
In ServiceNow, administrators can check which release version is running on an instance by navigating to the Stats module. This module provides various system statistics, including the current release name, build number, and other important system details.
Navigate to System Diagnostics → Stats (or simply type “Stats” in the navigation filter).
Scroll down to find the Build name and Version fields.
The displayed version follows the standard ServiceNow naming convention (e.g., "Washington DC Patch 2 Hotfix 1").
How to Check the Release Version via Stats Module:
A. Memory Stats module:
This module provides memory consumption details and performance-related information, but it does not show the instance version.
C. System.upgraded table:
While this table records upgrade history and past version changes, it does not display the current version running on the instance.
D. Transactions log:
This log captures user activities and system transactions but does not provide release version details.
Why Other Options Are Incorrect:
ServiceNow Documentation: View system version details
Certified System Administrator (CSA) Study Guide: Covers System Diagnostics → Stats Module as a key method to verify the running release version.
Reference from CSA Documentation:
FILL IN THE BLANK
_______________ is a computer program running as a service; a physical computer dedicated to running one or more services, or a system running a database.
Server
A server is a computer program running as a service, a physical machine dedicated to executing services, or a system running a database.
Types of Servers in ServiceNow & IT Infrastructure:Application Server – Runs the ServiceNow application logic and processes user requests.
Database Server – Stores and manages the ServiceNow database, where all records and configurations are maintained.
Web Server – Handles HTTP/HTTPS requests and delivers web pages to users.
In ServiceNow’s cloud-based architecture, the server infrastructure is maintained by ServiceNow and hosted in highly secure data centers worldwide.
References from Certified System Administrator (CSA) Documentation:ServiceNow Docs: Understanding ServiceNow Cloud Infrastructure
https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/platform-overview/concept/servicenow-cloud-architecture.html
Which tool is used to have conversations with logged-in users in real-time?
Connect Chat
Now Messenger
User Presence
Comments
Connect Chat is the real-time messaging tool in ServiceNow that allows logged-in users to communicate instantly within the platform. It provides live, interactive conversations between users, which is particularly useful for collaboration in IT Service Management (ITSM), HR, and other ServiceNow modules.
Primary Functionality:
Enables real-time conversations within ServiceNow.
Allows communication between individual users, groups, and support teams.
Can be integrated into various ServiceNow applications (e.g., Incident Management, HR Service Delivery).
Where to Access It:
Users can access Connect Chat from the Connect Sidebar (a chat window on the right side of the screen).
Available under: All → Connect Chat.
Key Features:
Supports one-on-one and group conversations.
Integrates with work notes and comments on ServiceNow records.
Provides notifications and presence indicators to show who is online.
Understanding Connect Chat:
B. Now Messenger – Incorrect.
No such tool called Now Messenger exists in ServiceNow.
C. User Presence – Incorrect.
User Presence allows users to see who is online in the system but does not provide chat functionality.
D. Comments – Incorrect.
Comments are used to provide asynchronous updates on records but do not enable real-time communication.
Explanation of Incorrect Answers:
ServiceNow Product Documentation → Connect Chat
ServiceNow CSA Study Guide → Collaboration Tools in ServiceNow
ServiceNow Knowledge Base → Connect Chat vs. User Presence
References from Certified System Administrator (CSA) Documentation:
Which one of the following statements is true about Column Context Menus?
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
Column Context Menus in 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 a column header in 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 generate bar charts, pie charts, or other visual reports based on column data.
Example: Right-clicking on the "State" column in an Incidents list 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 include Personalize List, Show / Hide Columns, and Sort features.
Export Data
Data can be exported in various formats, such as Excel, 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 the Filter Navigator and List Context Menu, not the Column Context Menu.
Assigning tags and performing searches happen within the list view but are not primary functions of the Column Context Menu.
❌ C. It displays actions related to viewing and filtering the entire list (Incorrect)
While column menus allow sorting and filtering, filtering the entire list is mainly done via the List 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 with record-level actions (right-clicking a row), not a column.
These actions are available via the List Context Menu or Related Lists, not the Column Context Menu.
Navigate to Incident > All.
Right-click on the Priority column 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:
ServiceNow Documentation: Working with Lists
ServiceNow Docs: List and Column Context Menus
ServiceNow Learning: List Management and Customization
References:
As it relates to ServiceNow reporting, which of the following statements describes what a metric can do?
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.
In ServiceNow, metrics are 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:
A metric in ServiceNow refers to a method of measuring and evaluating the performance and effectiveness of IT service management processes over 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 to assess process performance and evaluate efficiency within IT services.
It provides quantifiable data to analyze trends and improvements in Service Management.
Common use cases include tracking incident resolution times, change request approvals, and SLA 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 defines metrics—they track, measure, and analyze the 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."
Incorrect because gauges are UI elements that visualize data from reports or metrics but are not themselves metrics. Metrics collect and measure data, whereas gauges display the information.
❌ B. "A metric is a time measurement used to report the effectiveness of workflows and SLAs."
Incorrect because while time-based metrics exist (e.g., tracking how long an incident stays in a particular state), metrics in ServiceNow are broader and not limited to time measurement alone.
❌ D. "A metric is a comparative measurement used to report the effectiveness of workflows and SLAs."
Incorrect because metrics are not necessarily comparative; they are absolute measures of process effectiveness. Metrics provide raw 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:
Tables are made up of which of the following?
records
lists
forms.
fields
In ServiceNow, tables are fundamental components of the platform's database structure. A table consists of records (rows) and fields (columns) that store data.
A record is an individual entry in a table, similar to a row in a traditional database.
Each record represents a single entity (e.g., an incident, a user, a request).
Records are stored uniquely in the system and are identified by a Sys ID (a globally unique identifier).
A field is an attribute of a record, like a column in a database.
Each field has a specific data type (e.g., string, integer, date, reference).
Fields define what type of information can be stored in a record.
1. Records (Rows) – Correct Option2. Fields (Columns) – Correct OptionExample: The Incident [incident] tableSys ID
Number
Short Description
Caller
State
123abc
INC001
System crash
John D
New
456def
INC002
Network issue
Jane S
Open
Records: INC001, INC002 (each row is a record).
Fields: Number, Short Description, Caller, State (each column is a field).
B. Lists – Incorrect
Lists are a view of table data but are not a part of the table itself.
A list displays multiple records from a table but does not define the structure of a table.
C. Forms – Incorrect
Forms are user interfaces used to view or edit single records.
A form allows users to interact with the data stored in a table but is not part of the table structure itself.
ServiceNow Docs: Tables and Records
ServiceNow CSA Study Guide – Understanding Tables, Records, and Fields
ServiceNow Product Documentation: List and Form Views
Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
Which one of the following statements is a recommendation from ServiceNow about Update Sets?
Avoid using the Default Update set as an Update Set for moving customizations from instance to instance
Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions
Use the Baseline Update Set to store the contents of items after they are changed the first time
Once an Update Set is closed as “Complete”, change it back to “In Progress” until it is applied to another instance
Update Sets in ServiceNow are used to capture customizations and configurations made in an instance, allowing these changes to be moved between instances (e.g., from development to test or production). ServiceNow provides best practices to ensure smooth migration and avoid issues with missing or conflicting updates.
What is an Update Set?
An Update Set is a collection of customizations (e.g., changes to forms, scripts, workflows, business rules) that can be moved from one instance to another.
It tracks changes in a controlled way, preventing accidental loss of configurations.
Why Avoid Using the Default Update Set?
The Default Update Set is automatically used when no other update set is selected.
It captures changes but should never be used for instance-to-instance migrations because:
It cannot be exported.
It contains system changes that are not logically grouped.
It can cause inconsistencies and missing dependencies when moving updates.
Instead, administrators should create a named Update Set for specific development work.
Understanding Update Sets in ServiceNow:
Why Answer "A" is Correct:✔️ "Avoid using the Default Update Set as an Update Set for moving customizations from instance to instance."
This follows ServiceNow’s best practices for managing Update Sets.
Using the Default Update Set can lead to missing updates, conflicts, and untracked changes, making migrations unreliable.
Why the Other Answers Are Incorrect:❌ B. "Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions."
Incorrect because ServiceNow recommends that instances be on the same version before applying Update Sets.
If instances are on different versions, the Update Set may include incompatible changes, causing failures.
❌ C. "Use the Baseline Update Set to store the contents of items after they are changed the first time."
Incorrect because there is no such thing as a "Baseline Update Set" in ServiceNow.
ServiceNow does not automatically create a backup of original configurations—administrators should manually create an Update Set before making changes.
❌ D. "Once an Update Set is closed as 'Complete,' change it back to 'In Progress' until it is applied to another instance."
Incorrect because a completed Update Set should not be reopened.
Once marked Complete, an Update Set is ready for export and migration. Reopening it can cause data integrity issues and confusion in version control.
ServiceNow CSA Study Guide – Update Sets & Configuration Management
ServiceNow Docs: Best Practices for Update Sets (ServiceNow Documentation)
ServiceNow Docs: Moving Customizations with Update Sets
References from the Certified System Administrator (CSA) Documentation:
What are the three components of a filter condition?
Table
Value
Field
Operator
In ServiceNow, a filter condition consists of three primary components:
Field – The specific column (attribute) in a table that you want to filter by.
Example: State, Priority, Category, Created Date
Operator – Defines the comparison condition between the Field and the Value.
Example: is, is not, contains, starts with, greater than, less than
Value – The actual data that the filter is looking for.
Example: High (for Priority), New (for State), IT Support (for Category)
Example of a Filter Condition in ServiceNow:If you want to filter Incident records where the State is New, the filter condition would be:
Field: State
Operator: is
Value: New
A. Table –
A table is where data is stored, but it is not a component of a filter condition.
Filters are applied on a table but do not include the table itself in the condition.
ServiceNow Docs: Filtering Data in Lists and Reportshttps://docs.servicenow.com/en-US/bundle/utah-platform-user-interface/page/use/using-lists/concept/filtering-lists.html
ServiceNow CSA Official Training Guide (Filtering and Searching Data)
Why the Other Option is Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms that Field, Operator, and Value are the three core components of a filter condition.
What is a characteristic of importing data into ServiceNow?
An existing Transform Map can be used one time on the same import set
Coalesce fields are used only after running Transform
Any user can manage and set up import sets
An existing Transform Map can be used multiple times on the same import set
When importing data into ServiceNow, an Import Set is created, and a Transform Map is used to map data from the Import Set table to a target table (such as incident, cmdb_ci, or user).
A Transform Map defines how data from an Import Set is transferred to the target table. One of its key characteristics is that it can be used multiple times on the same import set to reprocess data or correct mapping errors.
Import Set Table:
Temporary storage for incoming data.
Data remains in the Import Set table until transformed.
Transform Map:
A reusable mapping that determines how fields in the Import Set correspond to fields in the target table.
Can be run multiple times on the same Import Set data.
Coalesce Fields:
Used before transformation to determine whether to update existing records or create new ones.
Key Characteristics of Importing Data in ServiceNow:
You import a CSV file into an Import Set Table.
You apply a Transform Map to map data to the User (sys_user) table.
If an issue occurs, you can rerun the Transform Map on the same Import Set instead of reimporting the file.
Example Scenario:
A. An existing Transform Map can be used one time on the same import set – Incorrect.
Transform Maps can be reused multiple times on the same Import Set data.
B. Coalesce fields are used only after running Transform – Incorrect.
Coalesce fields are used before transformation to determine if a record should be updated or inserted.
C. Any user can manage and set up import sets – Incorrect.
Only users with the appropriate roles (such as import_admin or admin) can manage Import Sets.
Explanation of Incorrect Answers:
ServiceNow Product Documentation → Import Sets and Transform Maps
ServiceNow CSA Study Guide → Data Import and Management
ServiceNow Knowledge Base → Understanding Coalesce Fields in Import Sets
References from Certified System Administrator (CSA) Documentation:
From the User menu, which actions can a user select? (Choose three.)
Send Notifications
Log Out ServiceNow
Elevate Roles
Impersonate Users
Order from Service Catalog
Approve Records
The User Menu in 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:
The Log Out option 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) can elevate their roles to 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 to security_admin to access security-related configurations.
The Impersonate User feature 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 Menu does not include 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 the Service Catalog, but this 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 can approve records if they have approval roles (e.g., approver), but this action is not directly available from the User Menu.
Approvals are managed through:
My Approvals in Self-Service
The Approvals module in the ServiceNow application navigator
ServiceNow CSA Documentation: User Menu Overview
ServiceNow CSA Learning Path: User Menu and Elevate Roles
ServiceNow Docs: Impersonate Users in ServiceNow
References:
A group is stored in which table?
Group[user group]
Group[sys_user]
Group[sys_user_group]
Group[sys_user_group_profile]
In ServiceNow, groups are stored in the Group [sys_user_group] table. Groups are used to organize users with similar responsibilities, permissions, or functional roles.
Name (name) – The unique name of the group.
Manager (manager) – The user responsible for managing the group.
Roles (roles) – The roles assigned to the group, which are inherited by all group members.
Parent Group (parent) – If applicable, this establishes group hierarchy.
Assigning access roles to multiple users at once.
Routing tasks or approvals (e.g., Incident assignments to an IT Support group).
Managing security and permissions in ServiceNow.
A. Group [user group] – Incorrect. This is not a valid ServiceNow table.
B. Group [sys_user] – Incorrect. This is the User table, not the Group table.
D. Group [sys_user_group_profile] – Incorrect. This table does not exist in ServiceNow.
ServiceNow Docs: User Administration – sys_user_group Table
ServiceNow CSA Study Guide – Managing Users and Groups
Key Fields in the sys_user_group Table:Common Use Cases for Groups:Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
Which of the following is true of Service Catalog Items in relation to the Service Catalog?
They run behind the scenes.
They are the building blocks.
They are optional.
They provide options.
In ServiceNow, the Service Catalog is a centralized portal where users can request IT services, hardware, software, and other business-related items. Within the Service Catalog, the fundamental components are known as Service Catalog Items.
Definition of Service Catalog Items:
A Service Catalog Item represents a specific service, product, or action that a user can request from the Service Catalog.
It is the core component that defines what users can request.
Examples include:
Requesting a new laptop
Submitting an access request
Ordering a software installation
Why They Are the "Building Blocks" of the Service Catalog:
All Service Catalog requests are based on catalog items—without them, the catalog has no offerings.
Each item has associated workflows, approvals, and fulfillment processes that define how the request is handled.
They form the foundation of the Service Catalog because every service request must be tied to an item.
Understanding Service Catalog Items
Why Answer "B" is Correct:✔️ "They are the building blocks."
Service Catalog Items serve as the fundamental components of the catalog.
They define what services and products are available for request.
Without catalog items, the Service Catalog would not function as intended.
Why the Other Answers Are Incorrect:❌ A. "They run behind the scenes."
Incorrect because Service Catalog Items are visible to users in the Service Catalog portal.
While workflows and fulfillment processes may operate in the background, the items themselves are not hidden.
❌ C. "They are optional."
Incorrect because Service Catalog Items are mandatory for a functioning Service Catalog.
The catalog is useless without catalog items, making them essential, not optional.
❌ D. "They provide options."
Incorrect because while Service Catalog Items can have variables (such as dropdown selections or checkboxes), their primary role is not just to provide options but to define the services available.
ServiceNow CSA Study Guide – Service Catalog & Request Management
ServiceNow Docs: Service Catalog Overview (ServiceNow Documentation)
ServiceNow Tables & Data Model (sc_catalog, sc_cat_item, sc_request, sc_task)
References from the Certified System Administrator (CSA) Documentation:
A Service Catalog may include which of the following components?
Order Guides, Exchange Rates, Calendars
Order Guides, Catalog Items, and Interceptors
Catalog Items, Asset Contracts, Task Surveys
Record Producers, Order Guides, and Catalog Items
In ServiceNow, the Service Catalog is a structured collection of IT and business services that users can request. It is designed to provide a self-service experience for end-users, streamlining service requests and automating fulfillment processes. The main components of a Service Catalog include:
Record Producers – These are simplified forms that allow users to create records in various tables without requiring direct access to those tables. They enable users to submit requests or incidents through the catalog in a user-friendly manner.
Order Guides – These facilitate the ordering of multiple related catalog items in a single request. For example, when a new employee is onboarded, an order guide can group multiple items such as a laptop, software access, and a phone.
Catalog Items – These are the individual items or services that users can request through the Service Catalog. Examples include hardware (like laptops and monitors), software access, and other business services.
Option A (Order Guides, Exchange Rates, Calendars) –
Exchange Rates and Calendars are not part of the Service Catalog framework in ServiceNow.
While Exchange Rates may be relevant in financial applications, they do not define the core components of the Service Catalog.
Calendars are used for scheduling, but they do not form part of the Service Catalog structure.
Option B (Order Guides, Catalog Items, and Interceptors) –
Interceptors are used to guide users through form-based submissions, but they are not a fundamental component of the Service Catalog.
Order Guides and Catalog Items are correct, but the presence of Interceptors makes this option incorrect.
Option C (Catalog Items, Asset Contracts, Task Surveys) –
Asset Contracts relate to IT Asset Management (ITAM) and are not core Service Catalog components.
Task Surveys are used for feedback collection but are not part of the core structure of a Service Catalog.
ServiceNow CSA Documentation: Service Catalog Overview
ServiceNow CSA Learning Path: Service Catalog Fundamentals
ServiceNow Product Documentation: Order Guides & Record Producers
Why the Other Options Are Incorrect:References:
What is the difference between UI Policy and UI Action?
UI Action can make fields read-only, mandatory, or hidden. while UI Policy can make a save button visible for appropriate users.
UI Policy can make fields read-only, mandatory, or hidden. while UI Action can make a save button visible for appropriate users.
UI Policies and UI Actions are both part of the ServiceNow user interface customization but serve different purposes.
Used to dynamically change form field behaviors based on specific conditions.
Can make fields read-only, mandatory, or hidden without requiring scripts.
Runs on the client-side (browser) to improve performance and responsiveness.
Example:
If the Category is Hardware, the Serial Number field becomes mandatory.
Used to create buttons, links, and context menu actions.
Can execute scripts to perform specific actions when clicked.
Runs on the server-side or client-side depending on configuration.
Example:
A "Save" button that becomes visible only to users with a specific role.
UI Policy (not UI Action) is responsible for making fields read-only, mandatory, or hidden.
UI Action (not UI Policy) is responsible for making a Save button visible for specific users.
ServiceNow Docs: UI Policy Overviewhttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/form-administration/concept/c_UIPolicies.html
ServiceNow Docs: UI Action Overviewhttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/form-administration/concept/c_UIActions.html
UI Policy:UI Action:Why Option A is Incorrect?References from Certified System Administrator (CSA) Documentation:
What are the two pathways to view feedback left on a published article?
Knowledge > articles > My Flagged
Knowledge base > my knowledge > flagged articles
Knowledge > My articles > Flagged
Knowledge > articles > published
In ServiceNow Knowledge Management, users can provide feedback on published knowledge articles by flagging them. This feedback helps knowledge managers and authors identify errors, outdated information, or areas for improvement.
To view feedback left on a published article, there are two primary pathways:
Pathway 1: Knowledge Base > My Knowledge > Flagged Articles
This option allows knowledge managers and authors to see all flagged articles they have authored or have access to within a specific Knowledge Base.
Location: Knowledge Base → My Knowledge → Flagged Articles
Pathway 2: Knowledge > My Articles > Flagged
This option lets authors view only their own articles that have been flagged.
Location: Knowledge → My Articles → Flagged
A. Knowledge > Articles > My Flagged
There is no direct "My Flagged" option under Knowledge > Articles.
D. Knowledge > Articles > Published
This shows all published articles but does not specifically show flagged (feedback) articles.
Navigate to Knowledge > My Articles > Flagged.
OR navigate to Knowledge Base > My Knowledge > Flagged Articles.
Open a flagged article to review the feedback comments and reason for the flagging.
ServiceNow Docs: Managing Knowledge Feedback and Flagged Articleshttps://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/knowledge-management/task/review-article-feedback.html
ServiceNow CSA Official Training Guide (Knowledge Management & Feedback Handling)
Why the Other Options Are Incorrect?How to View Feedback in ServiceNow?References from Certified System Administrator (CSA) Documentation:This confirms that the correct pathways to view feedback on published articles are "Knowledge Base > My Knowledge > Flagged Articles" and "Knowledge > My Articles > Flagged".
Which term best describes something that is created, has worked performed upon it, and is eventually moved to a state of closed?
report
workflow
event
task
In ServiceNow, a task is a record that represents work that needs to be completed. It follows a lifecycle where it is:
Created – A task is generated, either manually or automatically (e.g., an incident, change request, or problem record).
Worked Upon – Users perform necessary actions, update statuses, and progress the task towards resolution.
Closed – Once completed, the task reaches a closed state, indicating that no further action is needed.
Tasks in ServiceNow are derived from the Task [task] table.
Common task-based records include Incidents, Change Requests, Problems, and Service Requests.
Tasks follow a defined workflow and state transitions (e.g., New → Work in Progress → Resolved → Closed).
Key Features of a Task:
A. Report:
A report is a visualization of data and does not follow a lifecycle involving work or closure.
B. Workflow:
A workflow defines process automation and the movement of tasks, but it is not something that gets "worked upon" directly like a task.
C. Event:
Events are system-generated triggers that notify or automate actions, but they do not have a structured lifecycle like a task.
Why Other Options Are Incorrect:
ServiceNow Documentation: Task Management in ServiceNow
CSA Exam Guide: Covers task records as fundamental entities that go through a lifecycle.
Reference from CSA Documentation:Thus, the correct answer is D. Task ✅.
Which application is used to change the number format per table?
Number Maintenance
System Maintenance
Table Maintenance
Record Maintenance
In ServiceNow, the Number Maintenance application is used to configure and modify numbering formats for specific tables. This application allows administrators to control how records are numbered across different modules.
Customization of Number Formats
Administrators can define prefixes, number sequences, and suffixes for records in different tables.
Example: INC0001001 for Incidents, REQ0002001 for Requests.
Resetting or Adjusting Number Sequences
You can manually adjust the numbering sequence if needed.
Example: Resetting incident numbering to start from a specific value.
Supports Multiple Tables
Works for standard tables like Incidents, Problems, Requests, Change Requests, etc.
Can also be configured for custom tables.
Application Navigation
Path:
Go to All → System Definition → Number Maintenance
Locate the table and modify its numbering settings.
Key Features of Number Maintenance:Why Option A (Number Maintenance) is Correct?✅ "Number Maintenance" is the official ServiceNow application for managing number formats per table.
Why Other Options Are Incorrect?❌ B. System Maintenance – Incorrect; no such module in ServiceNow manages numbering formats.❌ C. Table Maintenance – Incorrect; this does not exist as an application in ServiceNow.❌ D. Record Maintenance – Incorrect; not a valid ServiceNow feature for modifying number formats.
ServiceNow Docs – Number Maintenance Configurationhttps://docs.servicenow.com
ServiceNow Learning – Customizing Numbering Schemes
ServiceNow System Definition – Number Format Best Practices
References from Certified System Administrator (CSA) Documentation:
Which one of the following statements describes a characteristic of role assignment?
Roles can contain other roles, when you are assigned a role, you inherit all the roles within that role
Users can click on the Personalize Role feature to try different roles
A role is granted to a user by the System Administrator
Each user has a role in the ServiceNow platform
In ServiceNow Role Management, a role is a collection of permissions that control what users can see and do within the platform.
Role Hierarchy (Role Inheritance)
Roles can contain other roles (known as nested roles).
When a user is assigned a parent role, they inherit all child roles within it.
Example:
The ITIL role includes incident_manager and problem_manager roles.
Assigning ITIL to a user automatically grants them all the permissions of the included roles.
Roles Are Assigned by Administrators
Typically, roles are assigned by a System Administrator or an authorized user.
Role-Based Access Control (RBAC)
ServiceNow uses RBAC to control access to applications, records, and actions.
B. Users can click on the Personalize Role feature to try different roles
Incorrect because users cannot manually switch roles unless they have the impersonation privilege.
C. A role is granted to a user by the System Administrator
Partially correct, but not the best answer because roles can also be assigned via groups or automated processes, not just by a System Administrator.
D. Each user has a role in the ServiceNow platform
Incorrect because not all users must have a role.
Example: A self-service user can access the system without having any specific role.
ServiceNow Docs: Role-Based Access Control (RBAC)https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/roles/reference/r_RBAC.html
ServiceNow CSA Official Training Guide (User & Role Management)
Key Characteristics of Role Assignment:Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms that roles can contain other roles, and when a user is assigned a role, they inherit all roles within it.
Each knowledge bases can have unique lifecycle workflows, user criteria, category structures, and management assignments.
True
False
In ServiceNow, each Knowledge Base (KB) can have unique configurations, including lifecycle workflows, user criteria, category structures, and management assignments. This flexibility allows organizations to manage knowledge articles according to different business needs, departments, or service functions.
Each knowledge base can have a custom workflow that defines how articles are created, reviewed, published, and retired.
Examples of workflow stages: Draft → Review → Published → Retired.
Workflows ensure proper governance and content accuracy before publishing.
ServiceNow allows administrators to define User Criteria to control who can read, create, or contribute to a knowledge base.
Example:
IT Knowledge Base is only accessible to users with the ITIL role.
HR Knowledge Base is only available to HR employees.
Each knowledge base can have a unique category hierarchy to organize articles efficiently.
Example:
IT KB Categories: Hardware, Software, Network.
HR KB Categories: Benefits, Policies, Payroll.
Different knowledge bases can have different owners or managers.
Example:
IT KB is managed by IT Support Team.
HR KB is managed by HR Admins.
ServiceNow allows multiple knowledge bases with distinct configurations.
Each knowledge base can have its own workflow, user criteria, categories, and managers.
This ensures flexibility and proper governance in knowledge management.
ServiceNow Docs: Knowledge Management Overview
ServiceNow CSA Study Guide – Knowledge Base Administration
ServiceNow Product Documentation: Configuring Knowledge Bases
Key Aspects of Knowledge Base Customization:1. Unique Lifecycle Workflows2. User Criteria (Access Control)3. Category Structures4. Management AssignmentsWhy "A. True" is the Correct Answer?References from Certified System Administrator (CSA) Documentation:
What is the path an Administrator could take to view the fulfillment stage task list for an order placed by a user?
RITM (Number)>REQ (Number)>PROCUREMENT (Number)
REQ (Number)>RITM (Number)>PROCUREMENT (Number)
REQ (Number)>RITM (Number)>TASK (Number)
FULFILLMENT (Number)>RITM (Number)>TASK (Number)
ServiceNow uses a hierarchical structure to manage Service Catalog requests:
REQ (Request Record)
The Request (REQ#) is the parent record that represents the entire service request submitted by a user.
It groups all requested items and their associated tasks.
Found in the sc_request table.
RITM (Requested Item Record)
The Requested Item (RITM#) is the specific catalog item ordered by the user within a request.
A single REQ can have multiple RITMs if the user ordered multiple items in a single request.
Found in the sc_req_item table.
TASK (Catalog Task Record)
The Task (TASK#) is the individual fulfillment action required to complete the requested item.
A single RITM can have multiple tasks, each assigned to different fulfillment teams.
Found in the sc_task table.
Why Answer "C" is Correct:✔️ REQ (Number) > RITM (Number) > TASK (Number)
This is the correct path because it follows the ServiceNow 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 overall Request (REQ#) to individual Requested Items (RITM#) and finally to the Tasks (TASK#) assigned to fulfill those items.
Why the Other Answers Are Incorrect:❌ A. RITM (Number) > REQ (Number) > PROCUREMENT (Number)
Incorrect because the REQ# (Request) comes first before 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)
Incorrect because not all requests involve procurement.
The last step should be TASK (sc_task), not PROCUREMENT unless it's a procurement-related request.
❌ D. FULFILLMENT (Number) > RITM (Number) > TASK (Number)
Incorrect because "FULFILLMENT" is not a standard record type in ServiceNow.
The correct hierarchy starts with REQ# (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:
Access Control rules may be defined with which of the following permission requirements? (Choose three.)
Roles
Conditional Expressions
Assignment Rules
Scripts
User Criteria
Groups
In ServiceNow, Access Control Rules (ACLs) define the permissions required for users to interact with records, fields, or UI actions. ACLs are enforced at the database level and are evaluated before granting access to a user.
Access Control rules can be configured using three primary permission requirements:
Roles define a set of permissions assigned to users.
Access Control rules can require users to have a specific role (e.g., admin, itil, catalog_admin) to perform an action on a table, field, or record.
Example:
A rule might state: Only users with the itil role can read the Incident table.
Conditional expressions allow access based on a specified condition.
These conditions are evaluated at runtime, and access is granted if they are met.
Example:
A condition could be: "Allow access if the record's 'State' field is 'New'".
This would mean that users can only modify records if their state is "New".
Scripts allow advanced, custom logic to determine access.
ACLs support server-side scripts (written in JavaScript) that use the gs.hasRole(), current object, or other logic to evaluate whether a user should have access.
Example:
1. Roles (Correct - ✅)2. Conditional Expressions (Correct - ✅)3. Scripts (Correct - ✅)javascript
CopyEdit
// Allow access only if the user is the requester of the record
answer = current.requested_for == gs.getUserID();
Scripts provide flexibility by allowing complex access conditions beyond simple roles or expressions.
C. Assignment Rules ❌ (Incorrect)
Assignment Rules are used to automatically assign records to users or groups based on conditions.
They do not define access control permissions.
E. User Criteria ❌ (Incorrect)
User Criteria is used in Service Catalog and Knowledge Base (KB) to control access to catalog items or knowledge articles.
It is not used for ACLs at the table/field level.
F. Groups ❌ (Incorrect)
Groups are collections of users but cannot be directly used in ACLs.
Instead, roles (which are often assigned to groups) are used to define ACL permissions.
Why Other Options Are Incorrect?
ServiceNow Product Documentation - Access Control Rules
Access Control Rules Overview
Defining Access Control Rules
ServiceNow Security Model
Role-Based Access
Scripted ACLs
References from ServiceNow CSA Documentation:
What is the purpose of flagging an article in a knowledge base?
To mark an article to read later.
Allow a user to submit feedback about an article
Reporting an error
In ServiceNow Knowledge Management, flagging an article is a feature that allows users to report errors or issues within a knowledge article. This helps maintain article accuracy and ensures that outdated or incorrect information is addressed by knowledge managers.
Error Reporting ✅
Users can flag an article if they find incorrect, outdated, or misleading information.
Knowledge managers receive a notification about flagged articles and can review them for updates.
Article Quality Control ✅
Helps improve knowledge base content by allowing users to point out inaccuracies.
Ensures that knowledge articles remain relevant and useful.
Notifying Knowledge Managers ✅
Flagged articles appear in the Knowledge Base Administration module, allowing managers to track and resolve flagged issues.
A. To mark an article to read later ❌
Incorrect: There is no built-in "read later" feature in ServiceNow Knowledge Management.
Instead, users can bookmark an article for quick access.
B. Allow a user to submit feedback about an article ❌
Incorrect:
Feedback is submitted through the Feedback feature, which allows users to rate articles and provide comments.
Flagging is specifically for error reporting, not general feedback.
Key Purposes of Flagging an Article:Why Other Options Are Incorrect?
Flagging Knowledge Articles
Flagging an Article for Review
Managing Flagged Articles
Knowledge Management Administration
References from ServiceNow CSA Documentation:
What defines conditions that are evaluated against users to determine which users can create, read, write, and retire knowledge articles.
User conditions
User info
User Criteria
User permissions
In ServiceNow, User Criteria define conditions that determine which users can create, read, write, and retire knowledge articles in a Knowledge Base (KB). User Criteria help enforce access control and ensure that only authorized users can interact with specific knowledge bases.
Control who can read, contribute, edit, or retire knowledge articles.
Based on roles, groups, departments, locations, or custom conditions.
Applied at the Knowledge Base level, affecting all articles within that KB.
Can be combined using "Must match all" or "Match any" logic.
Example 1: Restricting Read Access
A knowledge base for IT Support should be accessible only to IT employees.
User Criteria: Department = IT, OR Role = itil
Only IT employees or ITIL users can read articles in this KB.
Example 2: Controlling Who Can Contribute
Only HR staff should be allowed to create or update HR-related knowledge articles.
User Criteria: Group = HR Team, OR Role = knowledge_manager
Only HR Team members and Knowledge Managers can contribute.
User Criteria is the official term in ServiceNow for defining access control conditions for knowledge articles.
It allows precise control over who can read, create, write, or retire articles.
It is a feature within the Knowledge Management application.
A. User Conditions – Incorrect
No such concept exists in ServiceNow. User Criteria, not "User Conditions," determine knowledge article access.
B. User Info – Incorrect
"User Info" refers to details stored in the sys_user table (e.g., name, email) but does not define knowledge permissions.
D. User Permissions – Incorrect
While permissions exist in ServiceNow (via roles and ACLs), User Criteria specifically manage Knowledge Base access.
ServiceNow Docs: User Criteria for Knowledge Management
ServiceNow CSA Study Guide – Knowledge Management Permissions
ServiceNow Product Documentation: Configuring Knowledge Base Access
Key Features of User Criteria:Examples of User Criteria:Why "C. User Criteria" is the Correct Answer?Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
Which group of permissions is used to control Application and Module access?
Access Control Rules
UI Policies
Roles
Assignment Rules
In ServiceNow, Roles are used to control access to Applications and Modules within the platform. A Role is a set of permissions that define what actions a user can perform and which records they can access.
Grant Access to Applications and Modules:
If a user does not have the required role, they cannot see or access an application/module.
Control Record-Level and Field-Level Access:
Some Access Control Rules (ACLs) depend on roles to permit or restrict data visibility.
Assign Multiple Roles to a User:
A user can have multiple roles based on job responsibilities.
Example Roles in ServiceNow:
admin – Full access to all system features.
itil – Can manage incidents, problems, and changes.
catalog_admin – Manages the Service Catalog.
asset – Manages assets and CI records.
Key Functions of Roles in Access Control:
Navigate to: All → Users and Groups → Users
Open a user record
Scroll to the Roles related list
Click Edit and add roles
How to Assign Roles to Users:
A. Access Control Rules – Incorrect.
Access Control Rules (ACLs) define record-level and field-level security, but they do not control access to applications and modules directly.
B. UI Policies – Incorrect.
UI Policies control the visibility and behavior of form fields, not module or application access.
D. Assignment Rules – Incorrect.
Assignment Rules automatically assign tasks (e.g., Incidents, Requests) to groups or users, but they do not control access.
Explanation of Incorrect Answers:
ServiceNow Product Documentation → Roles and Permissions
ServiceNow CSA Study Guide → User and Role Management
ServiceNow Knowledge Base → Controlling Access to Applications and Modules
References from Certified System Administrator (CSA) Documentation: