CSA ServiceNow Certified System Administrator exact Exam Questions

Question # 4

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

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Answer:

Explanation:

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:

Question # 5

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

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Answer:

A, B, C, H

Explanation:

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:

Question # 6

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

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Answer:

Explanation:

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:

Question # 7

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

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Question # 8

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.

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Question # 9

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

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Answer:

Explanation:

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

Question # 10

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

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Question # 11

What is NOT an example of a UI Action?

Form buttons

list Buttons

Answer:

Explanation:

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:

Question # 13

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

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Question # 14

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

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Question # 15

On a Form header, what is the three bar icon called?

Pancake icon

Additional Actions or Context Menu

Hamburger icon

Cake icon

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Question # 16

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)

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Question # 17

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

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Answer:

Explanation:

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:

Question # 18

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

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Question # 19

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

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Question # 20

What are the components that make up a filter condition? (Choose three.)

Operator

Match Criteria

Value

Column

Field

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Question # 21

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.

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Answer:

Explanation:

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:

Question # 22

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

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Question # 23

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)

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Question # 24

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

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Question # 25

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

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Question # 26

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

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Question # 27

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

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Question # 28

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

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Answer:

Explanation:

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

Question # 29

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

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Question # 30

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

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Question # 31

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

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Question # 32

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

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Question # 33

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

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Question # 34

Which field (or fields) is used as a unique key during imports?

Match Fields

Coalesce Fields

Key Fields

Sys IDs

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Question # 35

What section on the notes tab, shows the history of the work documented on the record?

Journal

Activity

Diary

Audit Log

Timeline

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Question # 36

On a list, what does each row show?

A filter

A record

A table

A field

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Question # 37

Which modules can you use to create a new table?

Choose 2 answers

Tables & Columns

Schema Map

Dictionary

Tables

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Question # 38

Group records are stored in which table?

Group [sn_user_group]

Group [sys_user_group]

Group [s_sys_group]

Group [u_sys_group]

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Question # 39

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

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Answer:

C, E, F, I

Explanation:

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:

Question # 40

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

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Question # 41

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

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Answer:

Explanation:

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:

Question # 42

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

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Answer:

Explanation:

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.

Question # 43

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

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Answer:

B, E, H, I

Explanation:

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:

Question # 44

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

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Question # 45

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

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Question # 46

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

Application Navigator

Banner frame

List pane

Content frame

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Question # 47

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

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Question # 48

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

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Question # 49

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

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Question # 50

What is the name of the string that display filter criteria?

Topic

Choice

Breadcrump

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Question # 51

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.

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Question # 52

On a filter condition, which component is always a choice list?

Operator

Filter Criteria

Operation

Match Criteria

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Question # 53

What type of table has a name starting with u_ or x_?

Custom table

Parent table

Core table

Base table

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Question # 54

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

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Question # 55

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

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Question # 56

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

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Question # 57

Which application is used primarily to load data into ServiceNow?

Import Hub

System Import Sets

Data Import Configuration

Import Management

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Question # 58

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

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Question # 59

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

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Question # 60

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

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Question # 61

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

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Question # 62

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

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Question # 63

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

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Question # 64

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

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Question # 65

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

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Question # 66

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]

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Question # 67

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

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Question # 68

What are examples of UI Actions relating to forms?

Choose 3 answers

Form Context Menu

Form View

Form Buttons

Form Links.

Form Columns

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Question # 69

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

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Question # 70

What Service Catalog feature do you use to organize items into logical groups?

Variable sets

Catalog items

Sections

Answer:

B, C, D

Explanation:

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.

Question # 73

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

Full Access

Answer:

Explanation:

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:

Question # 74

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

Full Access

Question # 75

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

Full Access

Answer:

Explanation:

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.

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:

Question # 76

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

Full Access

Answer:

A, B, C, D

Explanation:

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:

Question # 77

In what order should filter elements be specified?

Field, Operator, then Value

Field, Operator, then Condition

Operator, Condition, then Value

Value, Operator, then Field

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Question # 78

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

Full Access

Answer:

Explanation:

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:

Question # 79

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]

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Question # 80

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

Full Access

Answer:

Explanation:

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:

Question # 81

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

Full Access

Answer:

Explanation:

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.

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:

Question # 82

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

Full Access

Answer:

Explanation:

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:

Question # 83

What is a way that you can mark a knowledge article for review?

Flag article

Review

Bookmark

On Hold

Full Access

Question # 84

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.

Full Access

Answer:

A, B, C, D, E

Explanation:

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

Question # 85

Where can Admins check which release is running on an ServiceNow instance?

Memory Stats module

Stats module

System.upgraded table

Transactions log

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Question # 86

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.

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Question # 87

Which tool is used to have conversations with logged-in users in real-time?

Connect Chat

Now Messenger

User Presence

Comments

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Question # 88

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

Full Access

Answer:

Explanation:

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:

Question # 89

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.

Full Access

Answer:

Explanation:

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:

Question # 90

Tables are made up of which of the following?

records

lists

forms.

fields

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Question # 91

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

Full Access

Answer:

Explanation:

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:

Question # 92

What are the three components of a filter condition?

Table

Value

Field

Operator

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Question # 93

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

Full Access

Answer:

Explanation:

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:

Question # 94

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

Full Access

Answer:

B, C, D

Explanation:

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:

Question # 95

A group is stored in which table?

Group[user group]

Group[sys_user]

Group[sys_user_group]

Group[sys_user_group_profile]

Full Access

Question # 96

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.

Full Access

Answer:

Explanation:

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:

Question # 97

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

Full Access

Answer:

Explanation:

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:

Question # 98

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.

Full Access

Question # 99

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

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Question # 100

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

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Question # 101

Which application is used to change the number format per table?

Number Maintenance

System Maintenance

Table Maintenance

Record Maintenance

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Question # 102

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

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Question # 103

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

True

False

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Question # 104

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)

Full Access

Answer:

Explanation:

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:

Question # 105

Access Control rules may be defined with which of the following permission requirements? (Choose three.)

Roles

Conditional Expressions

Assignment Rules

Scripts

User Criteria

Groups

Full Access

Answer:

A, B, D

Explanation:

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:

Question # 106

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

Full Access

Question # 107

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

Full Access

Answer:

Explanation:

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:

Question # 108

Which group of permissions is used to control Application and Module access?

Access Control Rules

UI Policies

Roles

Assignment Rules

Full Access

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