CSA ServiceNow Certified System Administrator Questions and Answers

InServiceNow Reporting, when modifying a report, users can preview the resultswithout savingby clicking the"Run"button. This executes the report with the current settings and displays the updated resultsbefore committing any changes.

C. Run

The"Run"button allows users toexecute the report immediatelyto see updated results.

It helps users verify if filters, conditions, or visualizations are correctbefore saving the report.

Example: If a user changes thedate rangeon anincident report, clicking"Run"updates the chartwithout saving the report permanently.

A. Execute

There isno "Execute" buttonin ServiceNow Reporting.

"Execute" is used in scripting (e.g., Business Rules, Scheduled Jobs), not for reports.

B. Try it

Not a valid option in ServiceNow Reporting.

Possibly confused with"Try It" in Flow Designeror Catalog Items.

D. Test

"Test" is used inWorkflows, Business Rules, and Flow Designer, not in reports.

E. Preview

There isno "Preview" buttonfor running reports.

"Preview" is typically used inUI Policies and Forms.

InServiceNow, theActivitysection on theNotestab provides adetailed historyof all work documented on a record. It logs:

✔Updates & Field Changes(who changed what and when)

✔Comments & Work Notes

✔Approval History

✔Assignment Changes

TheActivity Streamis essential for tracking progress, ensuring transparency, and auditing record updates.

A. Journal

ServiceNow does not have a specific "Journal" tab for history tracking. However,journal fields(like work notes and comments) are logged in theActivitysection.

C. Diary

No such section called "Diary" exists in ServiceNow for tracking record history.

D. Audit Log

TheAudit Logtracks field-level changes in aseparate system logbut is not displayed in theNotes tab. It requires admin-level access to view detailed changes.

E. Timeline

"Timeline" is not a default section under the Notes tab. It is sometimes used incustom applications, but thecorrect answer is "Activity."

Toaccess reportsin ServiceNow, users navigate to:

????Reports > View / Run

Displaysall reports availableto the user.

Allowsrunning, modifying, and creating new reports(if permissions allow).

Users canfilter reports by category(e.g., incidents, requests, changes).

Key Features of "View / Run" Module:

B. Reports > Homepage →Incorrect

No such module named "Reports > Homepage."

C. Self-Service > My Reports →Incorrect

TheSelf-Service moduleis primarily for end users, not for accessing platform-wide reports.

D. Report > Overview →Incorrect

"Overview" providesreporting summariesbut does not list all available reports.

Why Other Options Are Incorrect?

Running and Managing Reports

Official ServiceNow Documentation Reference:

In ServiceNow,tagsare used to categorize and organize records for quick access. When managing tags, users can control theirvisibilityby settingwho can see them.

B. Everyone

The tag ispublicand visible to all users in the instance.

Example: AService Desk teamcreates a"High Priority"tag that everyone can use.

C. Groups and Users

Tags can be restricted to specificgroupsorindividual users.

Example: ASecurity Teamcreates a tag only visible toIT Security staff.

E. Me

Tags can beprivate, meaning only the creator (you) can see them.

Example: A user creates a"Follow-up"tag for theirownpersonal tracking.

A. Admins

Incorrect—Admins can manage tags, but "Admins" isnota visibility setting.

Instead, visibility is set toEveryone, Groups, or Me.

D. Roles and Permissions

Incorrect terminology—ServiceNowdoes notprovide a tag visibility setting based on "Roles and Permissions."

Tags are assigned based onspecific users or groups, not roles.

Detailed Explanation:

In ServiceNow, list views can be customized to group records by specific fields to enhance data organization. To group records by theCategorycolumn:

Option Aallows administrators to use the list context menu to group records by category, providing easy data visualization based on the selected column.

Option Dinvolves using the Group icon (usually located in the column header) and selecting the category for grouping. These grouping options simplify navigating and analyzing data by sorting records based on relevant columns, like Category. (Reference: ServiceNow Documentation - List Controls and List Context Menu)

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In the ServiceNow Service Catalog, the actual form structure—the input fields, checkboxes, and drop-downs that a user interacts with—is built using Variables.

While a standard ServiceNow form is defined by "Fields" on a table, a Catalog Item form is defined by a collection of Variables. These variables determine what data is collected from the user. To further define the "structure" or layout, these Variables can be grouped into Containers (which create sections, columns, or split layouts) and Variable Sets (groups of variables reused across multiple items).

Order Guides are used to group multiple distinct catalog items into a single request process, not to define the structure of a single item's form.

Catalog Description is merely the text field describing the item.

Applying anUpdate Setin ServiceNow follows a structured process to ensure that changes are correctly transferred from one instance to another.

Retrieve– The update set is fetched from the remote instance or uploaded manually.

Preview– The system analyzes the update set for potential conflicts or missing dependencies.

Commit– The update set is applied to the target instance, implementing the changes.

Retrieve:

The update set ispulledfrom a remote instance (such as from a development to a test instance) using the "Retrieve Update Set" option.

Alternatively, anXML filecontaining the update set can be manually uploaded.

Preview:

Before applying, ServiceNow checks forconflicts or missing dependencies.

It ensures that the update set will not introduce errors or inconsistencies.

If conflicts are detected, they must be resolved before committing.

Commit:

The update set is permanently applied to the instance.

The system integrates the changes into the instance’s configuration and logs the update.

B. Specify, Transform, Apply:

This does not reflect the correct update set process.

"Transform" is a term used in data imports, not update sets.

C. Retrieve, Assess, Apply:

There is no official "Assess" step in the update set process.

The correct term is "Preview" because it checks dependencies and conflicts before committing.

D. Get, Test, Push:

"Push" is not a valid step in applying an update set.

Instead, update sets are retrieved and committed, not "pushed."

E. Pull, Review, Push:

"Push" is not part of the update set application process.

The official process uses "Retrieve," not "Pull."

Steps for Applying an Update Set:Explanation of Each Step:Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:For more details, refer to the official ServiceNow documentation:

Update Set Overview

Applying Update Sets

Performance Analytics (PA) is the best solution for the manager's requirements because it provides:

Snapshot of Sales Performance Data– PA allows the creation of historical and real-time dashboards to track sales performance against targets.

Trend Analysis Over Time– With PA, historical data is captured and can be visualized in trend reports, showing patterns over time.

Forecasting Capabilities– PA includes predictive intelligence that can project future trends based on past performance, helping managers make data-driven decisions.

A. Scheduled Reports, a custom snapshot table, and a Trend report– While reports and snapshots provide historical data, they do not offer forecasting capabilities.

B. Scheduled Reports and Excel– Excel is static and does not provide built-in forecasting or trend analysis.

C. Scheduled Reports, a custom snapshot table, and a Projection report– This approach is manual and lacks the dynamic analytics that PA provides.

E. Key Performance Indicators (KPIs)– KPIs track metrics but do not inherently provide trend analysis or forecasting.

In ServiceNow, new tables can be created using theTables & Columnsmodule or theTablesmodule.

Navigation:System Definition > Tables & Columns

Allows admins tocreate and modify tables, including:

Adding columns (fields)

Setting relationships

Defining attributes

Navigation:System Definition > Tables

A simpler interface for creating tableswithout managing columns immediately.

B. Schema Map →Incorrect

Schema Mapvisualizestable relationships but does not allow table creation.

C. Dictionary →Incorrect

TheSystem Dictionary (sys_dictionary)is used tomanage fields and attributes, not create tables.

Creating Tables in ServiceNow

Understanding Tables & Columns

1. Tables & Columns Module(Correct Answer)2. Tables Module(Correct Answer)Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:

To manipulate a form in real-time while the user is viewing it (the browser session), you use a Client Script.

1. Requirement Analysis:

"When Caller field is populated...": This describes an event happening in the browser before the data is sent to the database. This requires an onChange Client Script. When the "Caller" value changes, the script executes (often using GlideAjax to fetch server data) to populate the "Location" field dynamically.

"Add notice... when record is submitted": This describes an action triggered when the user clicks "Save" or "Submit." This requires an onSubmit Client Script. The script can validate data or display a message using g_form.addInfoMessage() before the form data is finalized.

2. Why other options are incorrect:

A (UI Script): UI Scripts are typically used to create reusable libraries of JavaScript that can be called from other scripts, or for global UI modifications. They are not the standard tool for specific table-level form logic like "When Caller changes on Incident."

B (Server script): Server scripts (like Business Rules) run after the browser sends data to the database. While a Business Rule could set the location after the fact, it cannot update the screen in real-time while the user is still typing, nor can it easily show a message "at the top of the page" during the submit process in the same way.

D (JavaScript): While Client Scripts are written in JavaScript, "JavaScript" is a language, not the specific ServiceNow feature/object used to configure this behavior.

InServiceNow, theDependency Viewis agraphical representationthat allows Service Desk agents and IT teams totrace relationships between Configuration Items (CIs)and identify whichCIs are experiencing issues that may be affecting a business service.

Visualizes Relationships Between CIs and Services

Dependency View displaysCIs and their dependenciesin aninteractive map.

Service Desk agents can quicklysee which CIs are impactedandhow they affect the business service.

Identifies Impacted Configuration Items (CIs)

If aserver, database, or network component is down, Dependency Viewhelps tracewhich business service is affected.

This is useful forincident management, root cause analysis, and change impact assessment.

Integrated with CMDB (Configuration Management Database)

Dependency Views pull data from theCMDBtomap CI relationships.

This helps Service Desk agentsidentify problems quicklywithout needing deep technical knowledge.

Why is "Dependency View" the Correct Answer?

A. AI Service DashboardIncorrect– There is no standard "AI Service Dashboard" in ServiceNow.

B. CI Health DashboardIncorrect– TheCI Health Dashboardfocuses on theoverall health of CIs (e.g., compliance, correctness, completeness)but doesnot provide a dependency mapfor tracing service issues.

D. Event Management HomepageIncorrect–Event Management (ITOM)is used formonitoring events and alerts, butit does not provide an interactive dependency viewfortracing service issues.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Dependency Views????Understanding Dependency Views

ServiceNow Docs – CMDB Relationship Visualization????Using CMDB Relationships

Official ServiceNow Documentation References:

Conclusion:The correct answer is:

C. Dependency View

Dependency Viewallows Service Desk agents totrace service issues back to the affected CIs, making it an essential tool forincident management and root cause analysis.

InServiceNow,Business Rulesareserver-side scriptsthat execute when a record is created, updated, deleted, or queried. The"When"setting in a Business Rule determineswhen the rule runs in relation to database operations.

BeforeExecutes before a record is inserted, updated, or deleted.

Used forvalidations, data modifications, and setting field valuesbefore saving.

AfterExecutes after a record has been committed to the database.

Used fortriggering notifications, writing logs, or updating related records.

Async(Asynchronous)Executes after a short delay, allowing the main transaction to complete first.

Used forlong-running processes like API calls, email sending, or external system updates.

DisplayExecutes before the record is sent to the client (UI).

Used topopulateg_scratchpadfor client-side scripts.

The Four Timing Options for Business Rules:

Example Use Cases for Business Rule Timings:Business Rule Timing

When It Runs

Use Case

Before

Before saving to the database

Validate data, auto-populate fields

After

After saving to the database

Send notifications, update related records

Async

Shortly after the transaction completes

Call an external API, send an email

Display

Before the form loads

Pass server data to client-side scripts (g_scratchpad)

A. Insert, Update, Delete, QueryIncorrect– These aredatabase operations, not the execution timing options for Business Rules.

C. Prior to, Synchronous, on UpdateIncorrect– These termsdo not matchthe standard ServiceNowBusiness Rule timing settings.

D. Before, Synchronous, Scheduled Job, ViewIncorrect– "Scheduled Job" isnota Business Rule timing option (it is part ofScheduled Script Executions).

Incorrect Answer Choices Analysis:

ServiceNow Docs – Business Rules Overview????Understanding Business Rules

ServiceNow Docs – Best Practices for Business Rules????Best Practices for Business Rules

Official ServiceNow Documentation References:

In ServiceNow Access Control Lists (ACLs), the wildcards used to define rules follow a specific syntax: table_name.field_name.

1. The Wildcard (*):

The asterisk * represents "all" or "the rest."

incident.*: This is a field-level ACL. It applies to every field on the incident table that does not have a specific ACL defined for it. For example, if you have an ACL for incident.short_description and an ACL for incident.*, the .* rule covers everything else (Priority, State, Caller, etc.).

2. The Record Level (None):

incident.None (often displayed just as incident): This is a record-level ACL. It grants access to the row (the record itself). A user needs access to the record (incident.None) and the field (incident.*) to view or edit data.

3. Why other options are incorrect:

A & B: These use invalid syntax (<==>, .all) that does not exist in the ServiceNow ACL definitions.

C: This appears to be a syntactical error or a distractor. The pipe symbols (|) are not used in ACL name definitions.

TheConfiguration Management Database (CMDB)in ServiceNow is a core component of IT Service Management (ITSM), allowing organizations to track Configuration Items (CIs) and their relationships. There are threekey tablesthat form the foundation of the CMDB:

cmdb (Base CMDB Table):

This is the parent table for all Configuration Items (CIs) in the CMDB.

It contains the foundational structure upon which all other CMDB-related tables are built.

It does not store CI records itself but serves as the primary reference table.

cmdb_ci (CI Base Class Table):

This is thebase classfor all Configuration Items (CIs).

All specific CI classes (such as servers, applications, networks) extend from this table.

It holds general CI attributes that are common across all CI types.

cmdb_rel_ci (CMDB Relationship Table):

This table defines relationships between different Configuration Items.

It stores dependencies and associations between CIs, such as a server hosting an application.

Relationships are critical for impact analysis and dependency mapping.

B. sn_cmdb_bak & E. cmdb_bak:

These tables donotexist in the standard CMDB schema. They may be mistaken for potential backup tables, but they are not official CMDB tables.

D. sn_cmdb & G. sn_cmdb_ci:

Prefix"sn_"generally indicatesScoped Application Tablesin ServiceNow.

Standard CMDB tables exist in theglobal scopewithout the "sn_" prefix.

"sn_cmdb" and "sn_cmdb_ci" arenotkey tables in theglobal CMDB architecture.

Understanding Service Catalog Components:

In ServiceNow, theService Catalogprovides a structured way for users to request services.

ARecord Produceris a special type of catalog item that createsrecords in a specific table(e.g., creating anIncidentrecord when submitting a "Get Help" form).

Why "Create Record Producer" is the Correct Answer:

ARecord Producerallows users to submit requests using a form thatcreates recordsin a specified table (in this case, the Incident table).

The submitted formautomatically routesthe record to theService Deskbased on assignment rules.

Itimproves user experienceby simplifying the incident creation process.

Why Other Answers Are Incorrect:

B. Create Catalog Item→ Catalog Items are used for ordering products or services (e.g., laptop requests) but do not create Incident records.

C. Create Order Guide→ Order Guides are used for grouping multiple Catalog Items into asingle request, not for creating Incidents.

D. Create Content Item→ Content Items provide links or information, but they do not create records in ServiceNow.

Best Practice Solution:

Navigate toService Catalog → Record Producersand create a newRecord Producerfor theIncident table.

Set appropriate fields, workflow, and assignment rules to ensure proper routing to theService Desk.

InServiceNow Service Catalog, the best practice for handling accessory selections is to usevariables or variable setswithin asingle catalog itemrather than creating multiple separate catalog items.

A. Create a Catalog Item for the tablet and add a checkbox variable for each accessory option.Correct– Addingcheckbox variablesfor accessories allows users to select multiple options within a single request.

Example variables:

[✓] Carrying Case

[✓] Screen Cleaner

[✓] Tablet Stand

[✓] Screen Protector

This makes orderingsimpler and more user-friendly.

B. Create a Catalog Item for the tablet, and add a variable set to the form for accessory options.Correct– AVariable Setis a reusable collection of variables that can be applied to multiple catalog items.

This approach is beneficial if multipledevices (e.g., laptop, phone, tablet)sharethe same accessory options.

The Variable Set can includecheckboxesfor selecting accessories.

E. In Shopping Cart configuration, select the option to show the "Add Accessories" button.Correct– Enabling the"Add Accessories"button in theShopping Cartallows users to add related products as separate items in their order.

This works well when accessories areseparate items in the catalogbut need to be linked for convenience.

Best Practices for Configuring the Tablet and Accessories:

C. Create one Catalog Item for each: tablet, carrying case, screen cleaner, tablet stand, and screen protector.Incorrect – Thisforces users to order accessories separately, making the processless efficient.

Best practice is to keep accessorieswithin the same formunless they are standalone items.

D. Create a Record Producer, and on the form, add a checkbox variable for each accessory option.Incorrect –Record Producerscreate records intables (e.g., Incident, Request, HR Case)but arenot used for Service Catalog ordering.

Thecorrect approachis to use aCatalog Item with variablesinstead.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Creating and Managing Catalog Items????Creating Service Catalog Items

ServiceNow Docs – Variable Sets????Service Catalog Variable Sets

ServiceNow Docs – Shopping Cart Configuration????Shopping Cart Configuration

Official ServiceNow Documentation References:

Conclusion:The correct answers are:

A. Create a Catalog item for the tablet and add checkbox variables for accessories.

B. Use a Variable Set for the accessory options.

E. Enable the "Add Accessories" button in Shopping Cart configuration.

This approachenhances user experience, ensures flexibility, and aligns with ServiceNow Service Catalog best practices.

The icon highlighted in the image is theReference Icon(iinside a circle). It is used forReference fieldsin ServiceNow forms.

AReference fieldlinks to a record in another table (e.g., theCallerfield in anIncidentform references thesys_usertable).

Clicking theReference Icon (i)opens apreviewof the referenced recordwithout navigating away from the form.

This feature is helpful forquickly viewing user details, CI information, or related records.

A. Drilldown– This term is not used for form field behavior in ServiceNow; "drilldowns" are usually associated with reports.

B. Lookup– While lookups are used to search for values, they do not display previews of referenced records.

C. Quickview– This is not a defined ServiceNow field type.

D. Preview– While the icon allows previewing, the correct term isReference field, not "Preview field."

E. Snapshot– No such field type exists in ServiceNow.

ServiceNow Reference Fields & Preview

ServiceNow CSA Training Module:"Configuring Forms and Fields – Reference Fields and Their Behavior"

How Reference Fields Work:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

ThePropertiessection in theReport Designeris used to:

Specify the report name

Select the table or data sourcefor the report

Allows renaming the reportfor better identification.

Defines the primary data source(table) for the report.

Sets report-level settingssuch as visibility, sharing options, and description.

B. Data →Incorrect

TheData sectionis used tofilter and refine the databut not to set the table or name the report.

C. Configure →Incorrect

No such section named"Configure"exists in the Report Designer.

D. Type →Incorrect

TheType sectionis used toselect the type of report(e.g., Pie Chart, Bar Chart, List, etc.).

E. Sources →Incorrect

No"Sources"section exists in the Report Designer.

Key Features of the Properties Section:Why Other Options Are Incorrect?

Report Designer Overview

Official ServiceNow Documentation Reference:

Table Builderis a feature in ServiceNow that allows administrators tomanage table structures, relationships, and configurations.

The"Additional Actions"menu includes options such ascreating database indexes, which improve query performance.

Explanation of Incorrect Options:

Duplicate the selected form view (A)→ Form views are configured separately and not via Table Builder.

Add a new module (B)→ Modules are added in the Application Navigator,not Table Builder.

Schedule a job (D)→ Jobs are created in theSystem Scheduler, not Table Builder.

InTable Builder, only users with appropriate permissions can modify form layouts.

✔Theadmin role(Option C) has full access to configure forms, tables, and relationships.

✔Thepersonalize_form role(Option A) allows users to configure form layouts, but not table structures.

Option B (app_engine_admin)is incorrect because this role is used for managing custom applications, not form layouts.

Option D (read_only_user)is incorrect because it does not grant any configuration permissions.

Option E (support_specialist)is incorrect because it is typically forsupport personnelwho handle incidents and cases, not form design.

????Reference:ServiceNow Platform Administration – Roles & Permissions

Whenimporting data from a spreadsheetinto ServiceNow, the step thatdefines where incoming data columns will be written in the receiving tableisField Matching.

Select Data Source– Choose the spreadsheet (CSV, Excel, etc.) that contains the data.

Load Data– Uploads the data into a temporary staging table.

Create Transform Map– Defines the mapping between the source data and the target table.

Field Matching–This stepmatches the columns from the source data to the fields in the receiving table.

Schedule Transform (if needed)– Optionally schedule automatic data transformation.

B. Load Data

This steponly loads data into a temporary tableand does not define field mapping.

C. Select Data Source

This step isonly about choosing the input file, not about mapping fields.

D. Schedule Transform

Scheduling only determineswhena transformation runs but does not define field mappings.

E. Create Transform Map

While transform maps define relationships between source and target tables,Field Matchingis the step that actually aligns specific fields.

TheConfiguration Management Database (CMDB)inServiceNowstores information aboutconfiguration items (CIs)and theirrelationships.

cmdb (Configuration Management Database)The main parent table for all CMDB-related data.

Storescore configuration item (CI) data.

Other CMDB-related tables inherit from this table.

cmdb_ci (Configuration Items Table)Stores individual configuration items (CIs).

Every CI (e.g., servers, network devices, software) is stored in this table or one of its child tables.

This tableextendscmdb.

cmdb_rel_ci (CI Relationships Table)Stores relationships between CIs.

Defines how CIsconnect to each other(e.g., "server hosts application").

Helps withService Mapping and Impact Analysis.

The Three Key CMDB Tables:

A. omadb_rel_ciIncorrect– Not a standard ServiceNow CMDB table.

B. sn_emdbIncorrect–sn_emdbisnot a CMDB tablein ServiceNow.

C. sn_emdb_ciIncorrect– No such table inServiceNow CMDB architecture.

E. sn_emdb_bakIncorrect– No suchbackup tablein ServiceNow CMDB.

G. emdb_bakIncorrect– No suchServiceNow CMDB tableexists.

Incorrect Answer Choices Analysis:

ServiceNow Docs – CMDB Core Tables????CMDB Tables Overview

ServiceNow Docs – Understanding CI Relationships????CMDB Relationship Tables

Official ServiceNow Documentation References:

To allow a new employee to work ontasks assigned to the Network and Hardware groups, they must have:

A User Account(sys_user) created in ServiceNow.

Group Membershipin both theNetworkandHardwaregroups.

E. Create User Account

Every user needs anaccount in ServiceNowbefore they can be assigned work.

C. Add User Account to Network Group

Membership in theNetwork groupallows the user to be assignedNetwork-related tasks.

F. Add User Account to Hardware Group

Membership in theHardware groupallows the user to work onHardware-related tasks.

A. Add User Account to itil group

While theitilrole grants access to ITSM functions, itdoes not automatically provide assignment rightsto the Network and Hardware groups.

B. Add User Account to ACL

Access Control Lists (ACLs)definepermissions, butgroup membership is requiredto receive assignments.

D. Add User Account to IT Knowledgebase

The IT Knowledge Base only grantsknowledge article access, not task assignments.

Assignment Rulesin ServiceNow automaticallyassign tasks(such as incidents, service requests, or change requests) to theappropriate group or individualbased on predefined criteria.

Acritical, high-priority service requestis created.

TheAssignment Rulechecks conditions (e.g., priority, category, requester, etc.).

The systemassignsthe request to the correctassignment group or individual.

How Assignment Rules Work:Example Scenario:

If an incident isPriority 1 (P1)and the category isNetwork, an assignment rule canautomatically route it to the "Network Support" group.

A. User Policy

No such feature exists in ServiceNow for task assignments.

B. UI Policy

UI Policies controlform behavior (visibility, field conditions, etc.), not assignment logic.

C. Predictive Intelligence

Predictive Intelligence usesmachine learningto suggest assignments, butAssignment Rulesare the primary mechanism for automatic task allocation.

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

REQ (Request Record) – The Order Number

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

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

Example:REQ0010023

RITM (Requested Item) – The Individual Catalog Item

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

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

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

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

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

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

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

Breakdown of the Service Catalog Request Structure:

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

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

C. The task to complete (Incorrect)

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

Tasks are specific actions assigned to fulfill an item request.

D. The individual item in the order (Incorrect)

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

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

REQ0012345→ Tracks the overall request (Order Number)

RITM0016789→ Laptop Request

TASK0018901→ IT configures the laptop

RITM0016790→ Software License Request

TASK0018902→ IT assigns the software license

In ServiceNow,related listsdisplay records that have a relationship with the current record based onreference fieldsordatabase relationships. When adding a related list to a form, users select from aList Collector, which shows available related lists based on table relationships.

B. Catalog Task → Parent

Catalog Tasksare individual work items that belong to aRequest Item (RITM).

TheParentfield links a Catalog Task to its correspondingRITM.

This related list allows users to view all Catalog Tasks associated with a parent request.

C. HR Case → Parent

InHR Service Delivery (HRSD), HR Cases track employee requests.

TheParentfield links an HR Case to a parent HR Case or HR Service Request.

This related list allows HR agents to see all related sub-cases.

D. Problem → Parent

Problem Recordscan have aParent-Childrelationship where a child problem is linked to a larger problem.

TheParentfield is used to establish this hierarchy.

This related list helps track all sub-problems linked to a main problem.

A. Release Phase == Parent

"Release Phase" is not a standard related list in ServiceNow.

TheRelease Management moduleusesphases, but they do not typically function as aParentreference.

E. Outage → Task Number

WhileOutagescan be linked toTasks, they arenotcommonly referenced as a related list in standard implementations.

A more appropriate relationship would be"Affected CI"rather thanTask Number.

Dot Walkingis a ServiceNow feature that allows you to access and includedata from related tableswhen creating reports, conditions, scripts, and business rules.

When working with records, each table has fields that may reference another table (e.g., anIncidentrecord has an"Opened by"field that references theUsertable).

Dot Walkingallows you to traverse these relationships by using adot (.) notationto pull in data from related tables.

Example: If you want toinclude the email address of the user who created an incident, you can reference it as:

How Dot Walking Works:CopyEdit

incident.opened_by.email

This is useful forreportingwhen you need to include data from multiple related tables without needing custom joins.

A. SQL→ Incorrect. ServiceNow does not use direct SQL queries for reports. It relies on GlideRecord and Dot Walking instead.

C. Outer Join→ Incorrect. ServiceNow does not provide traditional SQL joins for reports. Instead, it usesDot Walking and Database Views.

D. Joins→ Incorrect. While Database Views allow for joins,Dot Walking is the primary method used to include related table data in reports.

InServiceNow, theimpersonation featureallows users totemporarily act as another userwithout having to log out and log back in. This is particularly useful fortesting and troubleshooting.

Allows Users to Switch Between Accounts Without Logging Out

Users with theimpersonator rolecanimpersonate other usersfrom theUser Menu(top-right of the screen).

This allows them tosee what the other user sees, includingroles, permissions, and UI settings.

Commonly Used in Testing and Troubleshooting

Helpstest permissions, workflows, and security settingswithout needing multiple login sessions.

QA and testing teams often useimpersonationto validate how different users interact with the system.

Does Not Grant Admin-Level Permissions

Unlike theadmin role,impersonatoronly allows switching between users, without providing system-wide control.

Why is "impersonator" the Correct Answer?

Click on your profile icon (top-right corner).

SelectImpersonate Userfrom the dropdown.

Search for and select the user to impersonate.

ServiceNow will reload, and you will now be acting as that user.

How to Impersonate a User in ServiceNow:

A. service_deskIncorrect– This is a functional role forService Desk agentsbutdoes not allow impersonation.

C. adminIncorrect– Whileadmins can impersonate users, theadmin role is not requiredfor impersonation. Theimpersonator role alone is sufficient.

D. incognitoIncorrect– No such role exists inServiceNow.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Impersonation Feature????How to Impersonate a User

ServiceNow Docs – Roles and Permissions????Understanding the Impersonator Role

Official ServiceNow Documentation References:

Conclusion:The correct answer is:

B. impersonator

Theimpersonator roleallows users toswitch between user accountswithout logging out, making it ideal fortesting and troubleshooting.

InReport Designer, theDatasection is used to specifygrouping and calculationsto be performed on the report's dataset.

Youselect the tablefrom which the report will pull data.

You definefiltersto limit the dataset.

You specify"Group By" fieldsto categorize data.

You applyaggregations (SUM, COUNT, AVG, etc.)to perform calculations on fields.

A. Style– Controlsvisual appearance(colors, fonts, chart type, etc.) but doesnot handle data grouping or calculations.

B. Format– Used forformattingelements but doesnot control grouping or data calculations.

D. Configure– There is no "Configure" section inReport Designer; settings are managed under other sections.

E. Group By– While "Group By" is usedwithintheDatasection, it is not a separate section itself.

ServiceNow Report Designer – Data Configuration

ServiceNow CSA Training Module:"Creating and Configuring Reports"

What Happens in the "Data" Section?Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

In ServiceNow,scripts that run in the browser (client-side)includeUI PoliciesandClient Scripts. These scripts execute on theuser’s web browser, allowing real-time interaction with forms and fields without requiring a server request.

Executed in the user’s browserwhen a form is loaded, saved, changed, or submitted.

Used forreal-time form validation, auto-population, and dynamic UI changes.

Written inJavaScriptand runs on the client side.

Applyrulesto make fieldsmandatory, visible, or read-onlydynamically.

Moreefficientthan Client Scripts because theydon’t require scriptingin most cases.

A. Script Include Scripts– Theserun on the server, not in the browser. They are reusable functions that can be called from different scripts.

B. Business Rule Scripts– Business Rulesexecute on the server-side, triggered by database operations (Insert, Update, Delete).

C. Access Control Scripts– These areserver-side security rules(ACLs) that restrict user access to records and fields.

ServiceNow Client Scripts and UI Policies

ServiceNow CSA Training Module:"Client-Side Scripting in ServiceNow"

1. Client Scripts:2. UI Policies:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

InServiceNow Knowledge Management, articles are typicallyrestrictedto specific users or roles. However,if you want an article to be accessible without requiring login, you must enable thePublic setting.

Navigate toKnowledge Base Settings.

Enable thePubliccheckbox.

Save the changes.

The article is nowviewable by anyone, even without logging into ServiceNow.

A. The View All setting

No such setting exists for public access in ServiceNow.

B. The Allow role

"Allow roles" restricts accessto specific roles, but does not make the article public.

C. The ESS role

TheESS (Employee Self-Service) roleallows accessto logged-in users, not public users.

ServiceNow operates on an Advanced High Availability (AHA) architecture.

Responsibility: The management of this architecture, including data replication and disaster recovery, is the sole responsibility of ServiceNow.

The Process: In the event of a catastrophic failure at a primary data center, ServiceNow operations teams are responsible for executing the failover procedures to shift traffic to the paired secondary data center. This is a managed service; the customer does not have buttons or controls to switch data centers themselves.

Thekey differencebetweenReportingandPerformance Analytics (PA)is how they handle data over time.

Showsreal-time datafrom tables.

Runs queries on dataat the momentthe report is generated.

Cannot analyze historical trendsunless data is manually stored.

Used forstatic reports, lists, charts, or dashboards.

Capturessnapshotsof data at scheduled intervals (e.g., daily, weekly).

Tracks trends and KPIs (Key Performance Indicators)over time.

Helps organizationsforecast and analyze historical patterns.

Used forbusiness intelligence and proactive decision-making.

ReportingPerformance Analytics (PA)

Incorrect Answer Choices Explanation:B. Performance Analytics can show trends; Reports cannot.

Reporting can show trends usingaggregated data(e.g., grouped by date), butPA is specifically designedfor tracking trends over time.

C. Reports can be run on a scheduled basis; Performance Analytics cannot.

BothReports and PA can be scheduledto run at regular intervals.

D. Performance Analytics data can be published to Dashboards; Reports cannot.

Reportscanbe published todashboards, just like Performance Analytics.

E. Performance Analytics shows KPIs; Reporting does not.

Reports candisplay KPIsusing calculated metrics and aggregations, butPA is optimizedfor KPI tracking over time.

Performance Analytics vs. Reporting

ServiceNow Reporting Overview

Official CSA Documentation Reference:

AnAccess Control rule (ACL)in ServiceNow defineswho can access dataandwhat actions they can performon that data. Each ACL consists of three primary components:

Object being secured– The specific table, field, or record that the rule applies to.

Operation– The type of action that is being secured (e.g., Read, Write, Create, Delete).

Permissions required– The conditions, roles, or scripts that determine whether access is granted.

ACLs evaluatewhether a user has permissionto access a specific table, field, or action.

Thesecurity rules are processed from most specific to least specific(e.g., field-level > table-level).

Permissions can be granted based onroles, conditions, or custom scriptsusing GlideSystem (gs).

A. Groups, Conditional Expressions, and Workflows(Incorrect)

ACLs do not manageworkflowsor directly control group assignments.

B. Table Schema, CRUD, and User Authentication(Incorrect)

CRUD (Create, Read, Update, Delete) permissions are controlled by ACLs, butUser Authenticationis managed separately through login policies (LDAP, SSO, etc.).

D. security_admin(Incorrect)

security_adminis aspecial elevated rolerequired to modify security settings, but it is not what an ACL specifies.

Access Control Rules Overview:https://docs.servicenow.com/en-US/bundle/utah-platform-security/page/administer/security/concept/access-control-rules.html

Configuring ACLs in ServiceNow:https://docs.servicenow.com/en-US/bundle/utah-platform-security/page/administer/security/task/t_CreateOrModifyAnAccessControl.html

How ACLs Work in ServiceNow:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:

In ServiceNow,homepages(classic dashboards) are part of the user experience, and administrators may need tomove them between instancesusing update sets.

Homepage Admin > Pages– This is where homepages are managed.

Right-click on a Homepage record– This brings up additional options.

Select "Unload Portal Page"– This action ensures that the homepage iscaptured in an update set, making it available for export to another instance.

Homepagesdo not automatically get addedto an update set when modified.

The "Unload Portal Page" option forces the homepage to be included in the update set.

This is necessary when moving homepages fromdevelopment to productionenvironments.

A. To publish a Homepage to the Portal– This stepdoes not publisha homepage; it just makes it available for update sets.

B. To retire a Homepage– Retiring a homepage involvesdisablingor removing it, not adding it to an update set.

C. To delete a Homepage– Deleting a homepage is done via the UI but does not require these specific steps.

ServiceNow Update Sets and Homepages

ServiceNow CSA Training Module:"Moving Configuration Changes Between Instances"

Explanation of the Given Steps:Why This Process is Used for Update Sets:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

AnUpdate Setin ServiceNow is a container thatcaptures configuration changes(such as form modifications, business rules, or UI policies) made in an instance. These changes can then bemigrated from a development (Dev) environment to a test or production environment.

Key Features of Update Sets:✔Capturesform modifications, ACLs, scripts, and configurations.

✔Helps inmigratingchanges between instances (Dev → Test → Prod).

✔Ensuresconsistency across environments.

B. Transform maps

Used for mapping data fieldsduring an import, not for migrating configuration changes.

C. System dictionaries

Defines table and field attributesbut does not store configuration changes for migration.

D. Import sets

Used for importing external datainto ServiceNow, not for transferring configuration changes.

In ServiceNow,UI Actionsare used toadd buttons, links, and context menu itemson forms and lists to enhance user interaction.

UI Actions provide interactive elementssuch asbuttons, links, and context menu optionson forms and lists.

UI Actions allow execution ofserver-side and client-side scripts, includingGlideAjax and GlideRecordcalls.

They can be configured to execute underspecific conditions, such asuser roles, field values, or record states.

Examples of UI Actions include:

Submit, Update, and Deletebuttons on forms.

Custom action buttonssuch as "Escalate Incident" or "Resolve Task".

List context menu itemssuch as "Approve" or "Reject" for workflow items.

A. UI Policies:Used fordynamically showing, hiding, or making fields mandatory, butnot for adding buttons or links.

B. UI Settings:No such module in ServiceNow.

D. UI Config:Not a valid option; UI Actions, not "UI Config," control buttons and menus.

UI Actions Overview:ServiceNow Docs

Configuring UI Actions for Forms and Lists

Why is the Correct Answer "UI Actions"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:By usingUI Actions, developers canenhance the user experienceby providing interactivebuttons and menu optionsin ServiceNow.

Detailed Explanation:

To assign a task to themselves, users in ServiceNow can:

Option A:Use the check box to select the record, then click the Person icon to assign it.

Option B:Select the Task number and use theAssign to meUI action available on the form. These methods provide quick ways for users to take ownership of tasks directly from the list view. (Reference: ServiceNow Documentation - Task Assignment and List Actions)

Flow Designerin ServiceNow allows users to automate workflows withactions. Actions are reusable operations that execute tasks like creating records, sending notifications, and approvals.

A. Wait for Condition

This actionpauses the flowuntil a specified condition is met.

Example:Wait until an Incident is resolved before proceeding with follow-up actions.

B. Ask for Approval

Sends anapproval requestto a user or group.

Example:Ask a manager for approval before escalating an incident.

C. Create Record

Creates a new record in any table.

Example:Create a new Change Request when an Incident reaches a critical priority.

F. Look Up Record

Retrieves records based on specified criteria.

Example:Find the user’s manager based on the requested user’s ID.

D. Wait for Match

There isnocore Flow Designer action called "Wait for Match."

This is likely confused with"Wait for Condition", which is the correct action.

E. Look for Update

There isnostandard action named "Look for Update."

Instead, flows use"Wait for Condition"or"Look Up Record"to detect changes.

InServiceNow Incident Management,work notesare used to capturetechnical and internal updatesfor an incident. These notes arestored in the Activity Logwhenever the incident is saved.

TheWork Notesfield is used forinternal communicationamong support teams.

When an incident is updated and saved,all work notesareappended to the Activity Log(a complete history of the incident).

The Activity Log provides achronological recordof all changes, includingwork notes, field updates, and system-generated messages.

Understanding Work Notes and the Activity Log:Why Option A is Correct?"All Work Notes field text is recorded in the Activity Log"– This is correct because every time an incident is saved, the Work Notesare appended to the Activity Log.

Why Other Options Are Incorrect?B. Work Notes field text is overwritten each time work is logged→ Incorrect becauseWork Notes are appended, not overwritten. Previous work notes remain visible in the Activity Log.

C. Impact is calculated by adding Priority and Urgency→ Incorrect becauseImpact, Urgency, and Priorityare independent fields, thoughPriorityis determined based onImpact + Urgencyvia business rules.

D. Additional Comments are cleared and recorded in Work Notes→ Incorrect becauseAdditional Comments(for customer-facing communication) andWork Notes(for internal teams) areseparate fields. Additional Comments are not cleared upon save.

ServiceNow Docs – Incident Management: Work Notes and Activity Loghttps://docs.servicenow.com

ServiceNow Learning – Understanding the Incident Activity Stream

ServiceNow Best Practices – Internal vs. External Communication in Incidents

References from Certified System Administrator (CSA) Documentation:

InServiceNow Flow Designer, users can accessdetailed informationabout actions added to a flow via theHelp Panel. The Help Panel providescontextual guidanceand documentation about the available actions, conditions, and steps within the flow.

Displays Information About Actions:

When an action is selected in Flow Designer, theHelp Panelprovidesdescriptions and usage details.

Helps users understandwhat the action doesand how to configure it.

Accessing the Help Panel:

Inside Flow Designer, users can click theHelp icon ( ? )or expand the Help Panel from the side.

This providesinline documentationfor added actions.

Guidance for New Users:

The panel providesServiceNow documentation links and tipsto help users build flows effectively.

Key Features of the Help Panel:Why Option C (Help Panel) is Correct?TheHelp Panelprovides built-in documentation and details about actions added to the flow.

Why Other Options Are Incorrect?A. Virtual Agent Help→ Incorrect

Virtual Agent Help is related tochatbot and conversational assistance, not Flow Designer.

B. Local Action Help→ Incorrect

No such feature exists in ServiceNow; action details are found in theHelp Panel.

D. Flow Assistant→ Incorrect

Flow Assistanthelps withbuilding expressions and selecting data pillsbut does not provide action documentation.

ServiceNow Docs – Flow Designer Help Panelhttps://docs.servicenow.com

ServiceNow Learning – Flow Designer and Automation Best Practices

ServiceNow Developer Portal – Flow Designer Action Configuration

References from Certified System Administrator (CSA) Documentation:

In ServiceNow, asys_idis aunique 32-character identifier(UUID - Universally Unique Identifier) that is automatically assigned to every record in the system.

It isa unique 32-character alphanumeric string(e.g.,5137153cc611227c000bbd1bd8cd2005).

Every record in every table in ServiceNow has asys_idfield.

Thesys_id remains the same across instances if the record is transferred via an Update Set.

It helpsuniquely identifyrecords and is used in scripting, APIs, and database relationships.

In theIncident [incident]table, an incident record might have:

Number:INC0012345

sys_id:9d72f6141b122200d37a85e15b2d6fe6

Key Characteristics of sys_id:Example:

Thesys_id is always 32 characters long.

It is acritical part of the ServiceNow database structure.

Used forrelationships, APIs, scripting, and querying records.

Why "A. Unique 32-character identifier that is assigned to every record" is Correct?

B. A client-side Business Rule – Incorrect

Business Rulesdo not generate sys_ids; they control logic execution.

C. A server-side Business Rule – Incorrect

Business Rules are used for automation, but sys_id is a system-generated field.

D. Unique 64-character identifier that is assigned to every record – Incorrect

The correct length of sys_id is32 characters, not 64.

Explanation of Incorrect Options:

ServiceNow Docs: Understanding sys_id

ServiceNow CSA Study Guide – Database Architecture

ServiceNow Product Documentation: Unique Identifiers in ServiceNow

References from Certified System Administrator (CSA) Documentation:

InServiceNow Flow Designer,local flow variablesare accessed in theData Panel as data pills.

Local Flow Variables:

These aretemporary variablesthat storedataduring the execution of a flow.

Can be used topass valuesbetween actions within the same flow.

Accessing Local Variables in the Data Panel:

TheData Panelcontainsdata pills, which representstored values.

Flow variables appear asblue data pillsthat can bedragged and droppedinto different actions.

Example: A variable storingUser IDcan be dragged into an"Assign Task"action to assign a task dynamically.

Why Data Pills?

Data pills act astokensrepresenting values that update dynamically during flow execution.

Ensuresreusabilityandautomationacross multiple actions.

How Flow Variables Work in Flow Designer:Why Option D (As data pills) is Correct?Flow variables appear as "data pills" in the Data Panel, which can be dragged into flow actions.

Why Other Options Are Incorrect?A. As newly generated icons→ Incorrect

No "icons" are generated; flow variables are represented asdata pills.

B. As scratchpad variables→ Incorrect

Scratchpad variablesexist inBusiness Rules, butnot in Flow Designer.

C. As new tabs→ Incorrect

Flow variables donot appear as tabs; they appear in theData Panel as data pills.

ServiceNow Docs – Flow Designer: Using Data Pillshttps://docs.servicenow.com

ServiceNow Learning – Working with Flow Variables and Data Panel

ServiceNow Developer Portal – Flow Designer Best Practices

References from Certified System Administrator (CSA) Documentation:

ServiceNow provides multiplesecurity-related modulesthat aSystem Administratorfrequently uses to manage access, authentication, and overall system security.

Why These Options Are Correct?A. System Properties > Security

This module allowsadministrators to configure general security settings, including password policies, session timeout, and encryption settings.

It helps manage security parameters at a system-wide level.

E. System Security > Access Control (ACL)

Access Control Lists (ACLs)define what data users can access, modify, and delete within the instance.

ACLs operate at thetable, field, and record levels, ensuring proper role-based access control (RBAC).

This is one of themost commonly usedsecurity modules by admins.

G. System Security > High Security Settings

High Security Settings (previously known as Security Hardening)enforce strict security controls, such as requiring multi-factor authentication (MFA) and enforcing strict password policies.

It is often used for compliance withsecurity regulationslike HIPAA, GDPR, and ISO 27001.

Why the Other Options Are Incorrect?B. Utilities > Migrate Security

This optiondoes not existin ServiceNow. There is no"Migrate Security"under Utilities.

C. System Security > Security

There is no"System Security > Security"module in ServiceNow. The correct structure isSystem Security > Access ControlorSystem Properties > Security.

D. Self-Service > My Access

This is aself-service modulefor end users to request and review their access.

It isnota tool thatSystem Administratorsuse to manage security settings.

F. Password Management > Security Questions

This is used to configuresecurity questions for password recoverybut isnot a core security modulethat admins frequently use.

General Security Settings in ServiceNow

ServiceNow Access Control (ACL) Best Practices

ServiceNow System Security and Role Management

References to Official Certified System Administrator (CSA) Documentation:

Afilter conditionin ServiceNow consists of three essential components that define how data is filtered in lists, reports, and queries. These components determine which records meet specific criteria.

Column (D)– Represents thefieldin the table that is being filtered (e.g., "Priority" in theincidenttable).

Operator (A)– Defines the comparison method, such asis, contains, starts with, greater than, etc.

Value (C)– Specifies thecriteriaused for filtering (e.g., "High" for Priority).

Components of a Filter Condition:Example of a Filter Condition in an Incident Table:PriorityisHigh

Column:Priority

Operator:is

Value:High

B. Match Criteria→ Not a defined component; filtering is based on column, operator, and value.

E. Field→ While "Field" is a general term,ServiceNow officially uses "Column"in filter conditions.

In ServiceNow,Access Control Rules (ACLs)determine user permissions for accessing tables, records, and fields. The evaluation order follows a structured hierarchy to ensure security and proper access control enforcement.

Table-Level Access Control– The system first checks if the user has access to the table. If the user does not have access at the table level, field-level ACLs are not evaluated.

Field-Level Access Control– If table access is granted, the system evaluates field-level access. A user must pass both the table-level and field-level conditions to access specific fields.

Row-Level Access– If there are row-level ACLs (e.g., access based on record ownership), they are also evaluated.

A. Ensures user has access to the fields in a table, before considering their access to the table– Incorrect because table access is evaluated first, not field access.

B. Ensures user can get to work as quickly as possible– Access controls prioritize security over speed, so this is not the primary result of ACL order evaluation.

C. Ensures user has access to the application, before evaluating access to a module within the application– Application access is controlled separately from ACLs and does not follow the same hierarchy.

In ServiceNow, aroleis arecord stored in the sys_user_role tablethat defines a set ofpermissionsfor users. Roles determine what users cansee and dowithin the platform by granting access to applications, modules, and specific functionalities.

Stored in thesys_user_roletable.

Assignpermissionsto users and groups.

Define access toapplications, modules, and records.

Can beinheritedby users throughgroup membership.

Used inAccess Control Rules (ACLs)to restrict or allow access to records.

Key Features of Roles in ServiceNow:Common Roles in ServiceNow:Role Name

Description

admin

Full system access, including configuration and security settings.

itil

Allows access to IT Service Management (ITSM) modules like Incident, Change, and Problem.

catalog_admin

Manages the Service Catalog.

knowledge_manager

Manages the Knowledge Base.

Roles arestored as recordsin thesys_user_roletable.

Each role grantsspecific permissionsto users.

Users can have multiple roles assigned to them.

B. A role is one record in the Role [user_sys_role] table – Incorrect

The correct table name issys_user_role, not "user_sys_role".

C. A role is a persona used in Live Feed Chat – Incorrect

Live Feed is a collaboration tool, butroles are not personas for chat.

D. A role is a set of modules for a particular application – Incorrect

Rolesgrant accessto modules, but they arenotthe modules themselves.

ServiceNow Docs: User Roles & Permissions

ServiceNow CSA Study Guide – Role-Based Access Control

ServiceNow Product Documentation: sys_user_role Table

Why "A. A role is one record in the Role [sys_user_role] table" is the Correct Answer?Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

In ServiceNow, when applying filters, theFunnel iconopens the condition builder, allowing users to set criteria for displaying records.

Understanding the requirement:

The user wants to seeIncidents where the state is ClosedORIncidents where the Assignment Group is Network.

The key word here isOR, meaning records satisfyingeithercondition should be displayed.

Steps to apply this filter in ServiceNow:

Click theFunnel iconto open the condition builder.

Define thefirst condition→ SelectState = Closed.

Click theORbutton (since we want records meeting either condition).

Define thesecond condition→ SelectAssignment Group = Network.

PressEnterto apply the filter.

Since the user wantseither condition to be true,ORis the correct logical operator.

PressingEnterafter defining the second conditionexecutes the filter.

A. Define the first condition; click AND button; define second condition; click Run:Incorrect becauseANDwould requireboth conditions to be true simultaneously, which is not what the user wants.

B. Define the first condition; click AND button; define second condition; press enter:Same issue as option A—AND willnarrow the resultsinstead ofexpanding them.

D. Define the first condition; click > icon on breadcrumb, define second condition; click Run:Thebreadcrumb navigationis used to modify filtersafter applying them, not to create them initially.

E. Define the first condition; click > icon on breadcrumb, define second condition; press enter:Same issue as option D—breadcrumb navigation is for modifying, not for initial filter creation.

Using Filters and Condition Builder in ServiceNow:ServiceNow Docs

ServiceNow Querying and Filtering Best Practices

Why is the Correct Answer "C"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:UsingORensures both conditions are considered independently, displaying incidents that are eitherClosedor assigned toNetwork.

In ServiceNow,Import Setsallow administrators toimport and transform datafrom external sources into ServiceNow tables. The platform supports multiple file formats for importing data, includingXML, CSV, and Excel.

XML (Extensible Markup Language)

Used for structured data exchange between systems.

ServiceNow canimport XML filescontaining records formatted according to its schema.

CSV (Comma-Separated Values)

One of the most common formats for bulk data imports.

ServiceNow can processCSV filesand map them to target tables.

Excel (XLS/XLSX)

ServiceNow allows direct imports fromMicrosoft Excel spreadsheets.

Users can upload Excel files via the Import Set UI.

Supported Data Formats for Import Sets:

Import Data:The user uploads a supported file (XML, CSV, or Excel) into an Import Set table.

Mapping:The imported data is mapped to target tables using aTransform Map.

Transformation & Processing:Data is transformed, validated, and inserted into the correct destination tables.

How Import Sets Work in ServiceNow:

A. CSS, SOAP, and Excel→CSS is a styling language, and SOAP is a protocol, not a data format.

C. SOAP, REST, and XML→SOAP and REST areweb service protocols, not file formats used for import sets. XML is valid but alone is insufficient.

D. XML, SOAP, and CSS→SOAP and CSS are incorrect as they are not standard import file formats.

Why Other Options Are Incorrect:

ServiceNow Documentation:Importing Data into ServiceNow

CSA Exam Guide:Coverssupported data formats for Import Sets (XML, CSV, and Excel).

InServiceNow,Number Maintenanceis the application used to manage and modify numbering schemes for different tables, including theIncidenttable. Since the default prefix forIncident numbersis"INC", an administrator can modify it to a company-specific prefix (e.g.,"IN") by following these steps:

Navigate to the Number Maintenance Application:

Go toAll → System Definition → Number Maintenance

Search for theIncident table (task.number record for Incident).

Modify the Prefix:

Open the existingIncident numbering record.

Change thePrefixfrom"INC"to"IN".

Ensure theNext Numberfield is correctly set (e.g.,"IN0001001").

Save the Changes:

ClickUpdateto apply the new prefix.

All newly created incidents will now follow the new format (IN0001001).

Existing incidents are NOT affected—only newly created records will reflect the new prefix.

Steps to Change the Incident Number Prefix:Why Option A (Number Maintenance) is Correct?The Number Maintenance application is the correct place to modify prefixes for tables like Incident.

Why Other Options Are Incorrect?B. Create a Business Rule that modifies the prefix before the Insert operation→ Incorrect

Business Rulesdo not control number generation.

Number generation is managed byNumber Maintenanceat the system level.

C. The prefix of an incident cannot be changed because it is a built-in feature→ Incorrect

The prefixCAN be changedusing theNumber Maintenanceapplication.

Only existing records retain their original prefix; new records follow the updated format.

D. Submit a Change Request to ServiceNow Technical Support→ Incorrect

This isnot necessary, asadministratorscan make this change directly throughNumber Maintenance.

ServiceNow Docs – Number Maintenance Configurationhttps://docs.servicenow.com

ServiceNow Learning – Customizing Numbering Schemes

ServiceNow Developer Portal – Number Prefix Best Practices

References from Certified System Administrator (CSA) Documentation:

Thethree-bar iconin theForm headerof ServiceNow is commonly referred to as theHamburger icon. It provides access toadditional form actionsthrough acontext menu.

Opens adrop-down menuwith options such as:

Configure Form Layout

Configure Form Design

Insert and Stay

View History

Export Options

Helps users accessquick actionswithout navigating away from the form.

The icon consists ofthree horizontal lines, resembling ahamburger(bun-patty-bun).

This naming convention is widely used in web and mobile UI design.

Functions of the Hamburger Icon in ServiceNow:Why is it Called a "Hamburger Icon"?

Incorrect Answer Choices Explanation:A. Pancake Icon– No such term exists in ServiceNow UI terminology.

B. Additional Actions or Context Menu– While the icondoesprovide additional actions, "Context Menu" refers to right-click options or three-dot menus, not the three-bar menu.

D. Cake Icon– No such UI term exists in ServiceNow or general UI design.

Understanding the ServiceNow Form Header

ServiceNow UI Overview

Official CSA Documentation Reference:

In ServiceNow,Priorityis achoice field, meaning it has predefined values (e.g., 1 - Critical, 2 - High, etc.). If a customer wants to change the values to displayP1, P2, P3, P4consistently across all tasks, you must modify thechoice list valuesfor the Priority field.

Right-click on the Priority fieldin the Incident form.

Select“Show Choices”from the context menu.

In theChoice List Entriestable, modify theLabelvalues to match the internal terminology (P1, P2, P3, P4).

Ensure that the changes applyto all Task-related tables(such as Incident, Change, and Problem).

The“Show Choices”option displays the choice list for that specific field, allowing modifications to the values displayed in the dropdown.

This ensures consistency across all records using thePriorityfield.

A. Configure Lists:Configures list views,not choice field values.

B. Show Options:Not a valid option in ServiceNow for modifying choice fields.

C. Configure Task:Configures the task table settings,not choice list values.

E. Show Choice List:Not a valid ServiceNow menu option.

F. Configure Options:Not a valid option in ServiceNow for modifying choice fields.

Modifying Choice Lists in ServiceNow:ServiceNow Docs

How to Customize Dropdown Fields in ServiceNow

Steps to Modify the Priority Field Choices:Why is the Correct Answer "Show Choices"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:Using“Show Choices”, administrators can updatechoice valueswhile preserving the existingbackend values, ensuring consistency in workflows and reports.

In ServiceNow,Business Rulesare server-side scripts that executeat specific timesrelative to database operations. The"When" settingdetermineswhenthe Business Rule runs in relation to a record action (Insert, Update, Delete, Query).

Why is Option A Correct?Before

Executesbeforea record is saved to the database.

Used tovalidate data, modify values, or prevent an action(e.g., stopping an invalid update).

After

Executesaftera record is inserted, updated, or deleted.

Commonly used fortriggering notificationsor creating related records.

Async (Asynchronous)

Runsaftera database operation but executes inthe background.

Ideal forlong-running or performance-heavy tasks(e.g., integrating with external systems).

Display

Executesbefore a form loads, allowing modifications to fieldsbefore they are displayedto the user.

Typically used forpre-filling form fieldsbased 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 isnot a specific execution timing optionin Business Rules.

"on Update"is a database operation,not an execution timing.

C. Insert, Update, Delete, Query

These aredatabase operationsthat trigger Business Rules,not execution timings.

Execution timing determineswhen(before, after, etc.), while these determinewhat triggers it.

D. Before, Synchronous, Scheduled Job, View

"Synchronous"is not a Business Rule timing option.

"Scheduled Job"refers toScheduled 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:

Flow Designeris ano-code/low-codeautomation tool in ServiceNow that enables users toorchestrate business processes across different serviceswith minimal technical knowledge. It allowsnon-technical usersto build complex workflows using drag-and-drop functionality.

No-Code/Low-Code Automation

Users candesign, test, and managebusiness processeswithout coding skills.

Actions can be executedsequentially or conditionallybased on logic.

Integration with ServiceNow Applications

Flow Designer works withIntegrationHub, allowing ServiceNow to interact with external systems like Slack, Microsoft Teams, and Jira.

Trigger-Based Execution

Flows can be triggeredby conditions, schedules, or user actions.

Prebuilt Spokes & Actions

ServiceNow providesprebuilt "Spokes"with reusable actions that simplify workflow automation.

A. Flow Manager(Incorrect)

No such module called "Flow Manager" exists in ServiceNow.

C. Flow Editor(Incorrect)

The term "Flow Editor" is not used in ServiceNow; the correct name isFlow Designer.

D. Workflow Editor(Incorrect)

Workflow Editoris part of the olderLegacy Workflow Engine, which requires scripting and is not recommended for no-code automation.

E. Workflow Designer(Incorrect)

This is not an official ServiceNow tool; Flow Designer has replaced older workflow tools for modern automation needs.

Flow Designer Overview:https://docs.servicenow.com/en-US/bundle/utah-automation/page/administer/flow-designer/concept/flow-designer.html

Building Flows in Flow Designer:https://docs.servicenow.com/en-US/bundle/utah-automation/page/administer/flow-designer/task/t_CreateFlow.html

Key Features of Flow Designer:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:

TheApplication Navigatorin ServiceNow allows users to quickly filter and locateapplications, modules, and menusby typing keywords in thefilter field.

When you type"service"into the filter field,only modules containing the word "service"in theirname or pathwill be displayed.

Analysis of Each Option:Option

Contains "service"?

Appears in Navigator?

A. Configuration > Business Services

"Business Services" contains "service"

Appears

B. Self-Service > Knowledge

"Self-Service" contains "service"

Appears

C. Service Portal > Widgets

"Service Portal" contains "service"

Appears

D. Incident > Assigned to me

Does NOT contain "service"

Does NOT appear

Since"Incident > Assigned to me"doesnotcontain the word"service", itwould NOT appearin theApplication Navigatorwhen filtering by"service".

Configuration > Business Services

The"Business Services"module underConfigurationincludes the word"service".

Self-Service > Knowledge

The"Self-Service"application contains the word"service", so this module appears.

Service Portal > Widgets

The"Service Portal"module contains the word"service", making it visible.

Incident > Assigned to me

Thisdoes NOT contain "service"in its path, so it willnotappear.

Why the Other Options Appear in the Application Navigator?

ServiceNow Docs: Using the Application Navigatorhttps://docs.servicenow.com/en-US/bundle/utah-platform-user-interface/page/administer/navigation/concept/c_NavigatingThePlatform.html

References from Certified System Administrator (CSA) Documentation:This confirms that"Incident > Assigned to me" would NOT appearin the Application Navigator when filtering by"service".

In ServiceNow,Data Sourcesdefine external data that can be imported into the platform. These sources feed data intoImport Sets, which are then transformed into ServiceNow tables.

Why These Options Are Correct?A. Local Sources (i.e. XML, CSV, Excel)

Allows importingstructured data filesstored locally or uploaded manually.

Commonly used forone-time data migrationsor periodic imports.

D. JDBC Connection

JDBC (Java Database Connectivity)allows ServiceNow to connect directly toexternal databases(e.g., MySQL, Oracle, SQL Server).

Useful forreal-time integrationswith legacy systems.

E. Network Server

Allows importing data from afile stored on a remote serverviaSFTP/FTP.

Common forautomated batch data imports.

F. LDAP Connection

LDAP (Lightweight Directory Access Protocol)allows ServiceNow to syncuser and group datafrom enterprise directories (e.g., Active Directory).

Used forHR, ITSM, and Identity Management.

Why Are the Other Options Incorrect?B. Implementation Spoke

Incorrectbecause "Implementation Spoke" isnot a data sourcebut aServiceNow IntegrationHub componentused for automating ITSM tasks.

C. DataHub

Incorrectbecause "DataHub" isnot a ServiceNow data source.

ServiceNow usesIntegrationHub, JDBC, REST, and SOAP APIsfor data ingestion.

ServiceNow Data Sources - Importing External Data

ServiceNow LDAP Integration - Best Practices

ServiceNow JDBC and File-Based Data Import Methods

References to Official Certified System Administrator (CSA) Documentation:

TheFlow Designermodule in ServiceNow is used to create and manageautomationsthat involve business logic such asapprovals, tasks, notifications, and integrations. It provides ano-code/low-codeenvironment where users can define automated workflows without needing to write scripts.

Automates Processes– Handles approvals, notifications, and task assignments.

No-Code Interface– Users can build workflows using adrag-and-dropinterface.

Replaces Legacy Workflows– Flow Designer is themodernalternative to Workflow Editor.

Integrates with Spokes– Can connect to other systems usingIntegration Hub.

Triggers– Define when a flow starts (e.g., record changes, schedules, API calls).

Actions– Define what happens (e.g., create a task, send an email, update a record).

Conditions– Add logic to control execution paths.

B. Process Automation > Flow Administration→ Used formanaging existing flows, not creating new ones.

C. Process Automation > Workflow Editor→ This is thelegacyworkflow automation tool, replaced by Flow Designer.

D. Process Automation > Process Flow→ No such module exists in ServiceNow.

E. Process Automation > Active Flows→ Displaysalready running flows, but does not allow new flow creation.

InServiceNow, administrators canreuse the same notification contentacross multiple channels (such asemail, SMS, and push notifications) by usingCommon Notification Content.

Consistency Across Channels

Ensures that the same message format is used acrossemail, SMS, and push notifications.

Easier Maintenance

Instead ofcreating separate contentfor each channel, administrators can manage all notification content from one place.

Dynamic Content

Supports variables and dynamic placeholders to customize messages based on recipient data.

A. Configure Default notification content

Incorrect: There is no "default notification content" feature in ServiceNow.

B. Enable Actionable notification content

Incorrect: Actionable notifications allow users totake actions directly from the notification, but they do not manage common content.

D. Set up Related notification content

Incorrect: No such feature as "Related notification content" exists in ServiceNow.

Key Features of Common Notification Content:Why Other Options Are Incorrect?

Common Notification Content Overview

ServiceNow Notification Management

Setting Up Common Notification Content

Creating Reusable Notification Content

References from ServiceNow CSA Documentation:

Access Control rules in ServiceNow define who cancreate, read, write, or deleterecords in a table or specific fields. These rules are applied at thetable or field leveland follow a specificnaming convention:

TableName.FieldName

Naming Convention for Access Control Rules:

If an Access Control rule applies to a specifictable, its format isTableName(e.g.,incident).

If it applies to a specificfield, it followsTableName.FieldName(e.g.,incident.major_incident).

Major Incident is a field in the Incident table:

Theincidenttable represents the ITSMIncident Management module.

Major Incidentis aspecific fieldwithin theincidenttable.

To apply anAccess Control Ruleto this field, the rule name must beincident.major_incident.

A. Incident.Major_Incident:Incorrect because ServiceNow Access Control rulesdo not use uppercase table or field names—they are alwayslowercase.

B. incident=>major_incident:Incorrect syntax—ServiceNow does not use=>in Access Control names.

C. incident<=>major_incident:Incorrect syntax—ServiceNow does not use<=>in rule naming conventions.

D. incident||major_incident:Incorrect syntax—ServiceNow does not use||(logical OR) in Access Control naming.

ServiceNow Access Control Rules Guide:ServiceNow Docs

How to Create and Manage Access Control Rules in ServiceNow

Why is the Correct Answer "incident.major_incident"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:By usingincident.major_incident, we correctly definefield-level securityfor theMajor Incidentfield in theIncident table.

InServiceNow Reporting,Function Fieldsare used toperform calculations, manipulate text, and transform datain a report. These fields allow users to applyarithmetic operations, coalescing, concatenation, and length calculationson existing data.

Arithmetic Operations– Performaddition, subtraction, multiplication, and divisionon numeric fields.

Coalesce– Combine multiple fields into one (useful for handling NULL values).

Concatenation– Join multiple string fields together (e.g., combining first and last names).

Length Calculation– Measure the length of a text field (e.g., checking character count in a description field).

Function fields aredesigned specifically for calculations and data transformationsin reports.

They allowadvanced data processing without requiring scripting.

A. Sourcing Fields→Incorrect

"Sourcing Fields" isnot a valid termin ServiceNow reporting.

C. Computational Fields→Incorrect

While this term sounds relevant,ServiceNow does not use "Computational Fields" in reporting.

D. Calculation Fields→Incorrect

"Calculation Fields" is not an official ServiceNow reporting term.

Function fields handle calculations, not a separate category called "Calculation Fields."

Key Functions of Function Fields:Why is "B. Function Fields" the Correct Answer?Why the Other Options Are Incorrect?

ServiceNow Docs: Function Fields in Reportinghttps://docs.servicenow.com/en-US/bundle/utah-performance-analytics-and-reporting/page/use/reporting/concept/c_FunctionField.html

References from Certified System Administrator (CSA) Documentation:This confirms that"Function Fields" is the correct answerfor performingarithmetic, coalescing, concatenation, and length calculationsin reporting.

To add a field to a form in ServiceNow, you can use two primary methods:

How to access:Right-click on the form header → SelectConfigure > Form Layout

Functionality:

Provides a simple interface toadd, remove, or reorder fieldson a form.

Allows adding new fields directly from the available database fields.

Suitable for basic form modifications without needing a drag-and-drop UI.

How to access:Click on thecontext menu(three horizontal bars on the top-left of the form) → SelectConfigure > Form Designer

Functionality:

Adrag-and-dropinterface to add, remove, or rearrange fields easily.

Enables more advanced customization, such as addingsections and UI policies.

Provides a visual representation of the form’s structure.

1. Configure > Form Layout2. Configure > Form Designer

Incorrect Answer Choices Explanation:A. Select Fields and Columns module– No such module exists for direct form editing. Fields are defined at the table level but not directly added to forms here.

D. Select Field Class Manager module– This module does not exist; it is not used for adding fields to forms.

ServiceNow Documentation: Form ConfigurationConfigure a Form

ServiceNow Form Designer GuideForm Designer

Official CSA Documentation Reference:

AConfiguration Item (CI)is any component thatneeds to be managed to deliver IT services. In ServiceNow, CIs are stored in theConfiguration Management Database (CMDB)and can include servers, applications, databases, network devices, and more.

Tracking & Management: Helps organizations track IT assets and their relationships.

Service Impact Analysis: Identifies how an issue with one component can affect related services.

Change Management Support: Ensures changes to IT assets are controlled and well-documented.

Incident & Problem Resolution: Provides insights into troubleshooting and root cause analysis.

Hardware: Servers, network devices, storage systems.

Software: Applications, databases, operating systems.

Services: Business services, IT services.

Documentation: Policies, SLAs, knowledge articles.

Why Are Configuration Items Important?Examples of Configuration Items (CIs):

Incorrect Answer Choices Explanation:A. CSDM Items– TheCommon Service Data Model (CSDM)is a framework for structuring CMDB data, but individual components in the CMDB are calledConfiguration Items (CIs).

B. CMDB– TheCMDB (Configuration Management Database)is thedatabasethat stores Configuration Items, but it is not a CI itself.

D. Service Offerings– AService Offeringrepresents a set of capabilities available to customers but is not the same as a CI.

E. Asset– AnIT Assetrefers to aphysical or virtual resourceowned by the organization, butnot all assets are CIs(e.g., a computer mouse may be an asset but not a CI).

ServiceNow CMDB Overview

Configuration Items (CIs)

Official CSA Documentation Reference:

TheCMDB Builderis the primary tool used inServiceNow’s Configuration Management Database (CMDB)for creating and managingdependencies between Configuration Items(CIs). It provides agraphical interfacethat allows administrators and CMDB managers to visualize and define relationships between CIs efficiently.

Visual Representation of CI Dependencies:

CMDB Builder provides agraphical interfacethat allows users tocreate, modify, and deleterelationships between Configuration Items (CIs).

It helps in identifyingimpact analysisandservice dependenciesby mapping CIs and their relationships.

Supports Complex CI Relationships:

Allows definingparent-child,peer, anddependencyrelationships between CIs.

Helps in ensuring the accuracy ofservice mapsandIT asset relationships.

Drag-and-Drop Functionality:

Users candrag and dropCIs onto the builder canvas andconnect them using predefined relationships.

Integration with CMDB Relationship Rules:

CMDB Builder adheres toCMDB relationship rulesto ensure that onlyvalidrelationships are created.

Impact and Root Cause Analysis:

Helps introubleshooting IT incidentsby showing thedependencies between services.

Useful inchange managementto predict potentialimpactson downstream services before making changes.

Key Features of CMDB Builder:

A. CI Relationship Editor:

TheCI Relationship Editorallows users toview and edit relationshipsbetween CIs in atabular formatbutdoes not provide a graphical dependency visualizationlike CMDB Builder.

It is moremanual and less interactivecompared to CMDB Builder.

C. CI Service Manager:

CI Service Manageris used for managingCI service mappingsbut isnot primarily a tool for creating dependencies between CIs.

It is more focused ondefining service-level relationshipsrather thanbuilding CMDB dependency models.

D. CI Class Manager:

CI Class Manageris used formanaging CI classes, attributes, and extending CMDB class structures.

It is not used forcreating dependencies between configuration items.

Why Other Options Are Incorrect:

ServiceNow CMDB Guide:CMDB Builder Overview

ServiceNow Best Practices for CMDB:CMDB Relationship Management

ServiceNow Admin Documentation:Understanding CMDB Dependency Management

References from the Certified System Administrator (CSA) Documentation:

Final Answer:CMDB Builder (Option B) is the correct answer, as it is the primary tool used to create, manage, and visualize dependencies between CIs in ServiceNow's CMDB.

InServiceNow Flow Designer, adata pillrepresentsvariables, record fields, or outputs from previous stepsthat can be used dynamically in the flow.

Data pillsallow flow designers to referencerecord datawithout manually specifying table fields.

Dragging a data pillonto a flow step ensures that the correct values areautomatically mappedfrom the referenced record.

This is the recommended method for using record datawithin a flow.

Why is Option D Correct?

Why Are the Other Options Incorrect?A. Drag the table icon onto the flow definition

IncorrectbecauseFlow Designer does not use table iconsfor referencing records.

Instead, it utilizesdata pills and actionsto retrieve and manipulate record data.

B. Use the condition builder to specify the desired values

Incorrectbecause thecondition builderis used fordecision logic(e.g., If-Else conditions), not for referencing record data.

C. Specify the source table on the data pill related list

Incorrectbecause youcannot manually specifya table in a data pill.

Data pills areautomatically createdwhen an action retrieves data from a record.

E. Add the table reference using the slush bucket

Incorrectbecauseslush bucketsare used in ServiceNow for selecting multiple items (e.g., roles, groups),not for referencing record data in a flow.

ServiceNow Flow Designer - Using Data Pills

ServiceNow Flow Designer - Best Practices for Record Referencing

ServiceNow ITSM - Automating Workflows with Flow Designer

References to Official Certified System Administrator (CSA) Documentation:

InServiceNow, you can add additional fields to a form using either:

Form Layout(for quick field additions)

Form Designer(for a drag-and-drop UI approach)

Context Menu > Configure > Form Layout (B)

This allows administrators toadd or remove fieldsin a simplelist-based interface.

Used when only minor modifications are needed.

Context Menu > Configure > Form Design (C)

Opens theForm Designer, adrag-and-drop UI editorfor configuring forms.

Allows users torearrange fields, sections, and tabseasily.

A. Context Menu > Form > Layout(Incorrect)

The correct path isConfigure > Form Layout, not "Form > Layout."

D. Right-click on header > Add > Field(Incorrect)

Right-clicking the form headerdoes not provide an option to add fields directly.

E. Context Menu > Form > Designer(Incorrect)

The correct option isConfigure > Form Design, not "Form > Designer."

F. Right-click on header > Configure > UX Dashboard(Incorrect)

UX Dashboards areused for analytics and reporting, not form configuration.

Form Layout in ServiceNow:https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/form-administration/task/t_ConfigureFormLayout.html

Form Designer Overview:https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/form-administration/concept/c_FormDesigner.html

Correct Methods:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:

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

Homepages (A) –Correct

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

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

Data (B) –Correct

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

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

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

Published Workflows (C) –Correct

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

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

Report Definitions (H) –Correct

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

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

D. Business Rules(Captured in Update Sets)

E. Schedules(Captured in Update Sets)

F. Database changes(Captured in Update Sets)

G. Related Lists(Captured in Update Sets)

I. Scheduled Jobs(Captured in Update Sets)

J. Client Scripts(Captured in Update Sets)

K. Views(Captured in Update Sets)

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

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

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

InServiceNow's System Import Sets, administrators canimport data from external sources(such as CSV, Excel, or databases) intoany tablewithin the platform usingTransform Maps.

ATransform Mapdefines how data from an Import Set table is mapped to fields in atarget table (destination table).

Administrators can select any tablein the system as the destination, including bothstandard and custom tables.

Thedestination table is not limitedto Task-related tables (Incident, Problem, Change, etc.).

Users can also applycoalesce rulesto determine if records should be updated or inserted during the transformation.

ServiceNowallows administrators to select any tableas the destination when setting up a Transform Map.

This includes standardITSM tables (Incident, Problem, Change, Task, Service Catalog)as well ascustom tablescreated by administrators.

There areno restrictionson which table can be a destination.

A. "The Task table is the only table that can be a destination"→Incorrect

TheTasktable is widely used, but it isnot the only tablethat can receive imported data.

B. "Only Incident, Problem, Change, Task, and Service Catalog tables can be destinations"→Incorrect

These are common ITSM tables, butany table in the systemcan be selected as a destination.

C. "Only the Incident, Problem, and Change tables can be destinations"→Incorrect

This istoo restrictivebecause other tables, including custom ones, can also be used.

Navigate to:System Import Sets > Create Transform Map

Select the Import Set Tableas thesource.

Choose any available tablein ServiceNow as thedestination.

Definefield mappingsbetween the source and target table.

Configurecoalesce rulesto update or insert records.

ServiceNow Docs: Creating and Using Transform Mapshttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/import-sets/concept/c_TransformMap.html

ServiceNow CSA Official Training Guide (Import Sets & Data Management)

Key Points About Transform Maps & Data Import:Why is "D. Any ServiceNow table" the Correct Answer?Why the Other Options Are Incorrect?How to Configure a Transform Map in ServiceNow?References from Certified System Administrator (CSA) Documentation:This confirms thatany ServiceNow tablecan be adestination tablefor imported data when using Transform Maps inSystem Import Sets.

TheServiceNow platformprovides variousinterfacesfor users to interact with the system based on their role and requirements. These interfaces cater to different use cases, such as web-based, mobile, and portal-based access.

Now Mobile Apps (A) –Correct

ServiceNow providesNow Mobile applicationsfor bothiOS and Android.

These apps allow users to access self-service options, request services, check approvals, and complete tasks from mobile devices.

Apps includeNow Mobile, Field Service Mobile, and Mobile Agent.

Service Portals (D) –Correct

Service Portalsprovide auser-friendly web interfacethat allows users tosubmit requests, search for knowledge, and interact with catalog itemsin a simplified way.

Service Portals are customizable and used forself-service and customer-facing interactions.

Now Platform® User Interfaces (E) –Correct

This includes the standardUI16 (Current Web Interface), UI Builder for custom interfaces, and theClassic UIfor legacy systems.

Users can access ServiceNow throughdesktop web browsers, mobile web interfaces, and UI frameworks.

B. Agent Control Center(Incorrect)

No such predefined interface exists in ServiceNow as "Agent Control Center."

C. Back Office Dashboard(Incorrect)

This is not a standard ServiceNow interface but may be a custom-built dashboard.

F. Field Service Taskboard(Incorrect)

This is afeaturewithinField Service Management (FSM), not a platform-wide interface.

ServiceNow User Interfaces Overview:https://docs.servicenow.com/en-US/bundle/utah-platform-user-interface/page/administer/navigation-and-ui/concept/c_NavigationAndTheUserInterface.html

Now Mobile App:https://docs.servicenow.com/en-US/bundle/utah-now-mobile/page/administer/service-now-mobile/concept/now-mobile-overview.html

Types of Interfaces in ServiceNow:Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:

InServiceNow, theSubmit buttonappears whencreating a new record, but it is not visible when editing an existing record. Instead, when editing an existing record, theUpdate buttonis used.

Creating a New Record:

When a user opens a form to create anew record, theSubmit button appears.

ClickingSubmitsaves the record and closes the form.

Example: When creating anew Incident, Change Request, or User record, the Submit button is visible.

Editing an Existing Record:

When a useropens an existing record, theUpdate button replaces the Submit button.

ClickingUpdatesaves the changes but does not create a new record.

Example: Editing anexisting Incident recorddoes not show a Submit button, only Update.

Changing a Reference Field in an Existing Record:

Updating areference field(like Assigned To or Caller) in an existing record does not trigger aSubmitbutton—onlyUpdateis available.

Saving an Old Record:

TheSavebutton may be available when a user makes changes but does not want to exit the form.

When Does the Submit Button Appear?When Does the Submit Button NOT Appear?Why Option B (When Creating a New Record) is Correct?The Submit button appears only when a new record is being created.

Why Other Options Are Incorrect?A. When saving an old record→ Incorrect

TheSave buttonappears when modifying an existing record but does not replaceSubmit.

C. When changing the reference field in an existing record→ Incorrect

Editing a reference field doesnotmake the Submit button appear. OnlyUpdateis available.

D. When updating an existing record→ Incorrect

TheUpdate buttonappears instead ofSubmitwhen modifying an existing record.

ServiceNow Docs – Forms and Form Buttonshttps://docs.servicenow.com

ServiceNow Learning – Creating and Editing Records

ServiceNow Developer Portal – Understanding Form Actions (Submit vs. Update)

References from Certified System Administrator (CSA) Documentation:

ATransform Mapin ServiceNow is a tool used to define relationships betweenfields in an import set tableandfields in a target table. It helps map incoming data to the appropriate fields within the ServiceNow database when importing data from external sources.

Data is loadedinto anImport Set Table.

ATransform Mapis created to define how fields from the import set correspond to fields in the target table.

TheTransformation Processis executed, applying the mapping rules.

The data is stored in theTarget Tablewith any specified transformations applied.

Supportsfield mapping,scripted transformations, andcoalesce fields(for avoiding duplicate records).

Allows fordata cleansing and standardizationduring the transformation process.

Can be reused for multiple data imports.

A. Transform Schema→ No such concept exists in ServiceNow.

B. Schema Map→ Provides a visual representation of table relationships but does not define field mappings for imports.

C. Dictionary Map→ Used for mapping between dictionary definitions, not for transforming import set data.

E. Field Transformer→ Not a ServiceNow tool.

F. Import Designer→ No such module in ServiceNow.

To translateService Catalog itemsinto multiple languages in ServiceNow, theTranslation Framework plugin (com.glide.translation_framework)must be activated. This plugin enablesautomatic translation of text fields, including:

Service Catalog items

Knowledge Base articles

Field labels

UI components

Providesmulti-language supportfor catalog items.

Usesmachine translation or manual translation mapping.

Works with theServiceNow Language Packsto provide localized experiences.

Key Features of the Translation Framework Plugin:

TheTranslation Framework plugin (com.glide.translation_framework)is specifically designed to supportmulti-language content translationfor the Service Catalog.

It allows translation of catalog item descriptions, labels, and options without custom scripting.

Why "B. Translation Framework Plugin" is the Correct Answer?

A. Localization Framework Plugin (com.glide.localization_framework) – Incorrect

This plugin helps withlocalization settingsbut is not specifically for catalog item translation.

C. Multiple Language Framework Plugin (com.glide.multiple.language_framework) – Incorrect

No such plugin exists in ServiceNow.

D. Language AI Framework Plugin (com.glide.language.ai_framework) – Incorrect

This is not a valid ServiceNow plugin.

Explanation of Incorrect Options:

ServiceNow Docs: Translation Framework Plugin

ServiceNow CSA Study Guide – Multi-language Support

ServiceNow Product Documentation: Translating Service Catalog Items

References from Certified System Administrator (CSA) Documentation:

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

Key Differences Between UI Policies and Data Policies:Feature

UI Policy

Data Policy

Scope

Worksonly on formsin the user interface (UI)

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

Execution

Runsclient-sidein the browser

Runsserver-sideon the database

Purpose

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

Enforcesmandatory and read-only fieldsat thedatabase level

Applies to

Userinteractions on forms

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

Conversion

Can be converted into Data Policies

Cannot be converted into UI Policies

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

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

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

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

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

Why Other Options Are Incorrect:

ServiceNow Documentation:UI Policies vs. Data Policies

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

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

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

In ServiceNow,Access Control Rules (ACLs)determine who cancreate, read, write, delete, or executerecords within a table. Each ACL rule evaluates three main permission requirements,all of which must be truefor the rule to apply. These requirements are:

TheConditions fieldin an ACL specifies predefined logic that must be met for the rule to apply.

Example: An ACL might specify that a record is only accessible if theStatefield is set to "Open".

Conditions areevaluated firstbefore checking roles or scripts.

ACLs can berestricted to users with specific roles.

If a user does not have the required role(s), the ACL denies access.

Example: Only users with the"itil"role can edit incidents.

If the ACL does not specify any role, all users may be eligible based on conditions and script evaluations.

ACL scripts provideadvanced conditional logicusingserver-side JavaScript.

Scripts allow complex rule evaluation, such as checking whether a user is the record’s creator.

Example: A script could restrict access to records wherecurrent.requested_for == gs.getUserID()(only allow users to see their own requests).

If a script is present in an ACL, it must returntruefor access to be granted.

Access control rules are only granted when all three evaluations return true.

Conditions act asfilters.

Roles definepermissions based on user roles.

Scripts allowadvanced access logic.

1. Conditions (A - Correct Answer)2. Roles (C - Correct Answer)3. Script (D - Correct Answer)Why "A. Conditions," "C. Roles," and "D. Script" are the Correct Answers?

B. Table – Incorrect

Access control appliesto specific tables, but defining a table itself is not one of the permission checks.

E. Table." – Incorrect

This is anincorrectly formatted optionand does not relate to access control evaluation.

F. Table.none – Incorrect

"Table.none" is not an evaluation factor in ACLs. Access control applies totable-level, field-level, and record-level, but "table.none" is not an access requirement.

Explanation of Incorrect Options:

ServiceNow Docs: Access Control Rules (ACLs) Overview

ServiceNow CSA Study Guide – Security and Access Control

ServiceNow Product Documentation: Evaluating ACLs and Permissions

References from Certified System Administrator (CSA) Documentation:

InServiceNow,Visual Task Boards (VTBs)provide aKanban-style interfaceto manage and track work. There arethree main typesof Visual Task Boards, but "Feature"is notone of them.

Freeform Board (Valid Type)

Manually created boards wherecards can be moved freelywithout predefined conditions.

Users canadd and organize tasks as needed.

Example: Personal task management.

Guided Board (Valid Type)

Createdfrom a list viewandlinked to a ServiceNow table(e.g., Incident, Change, Task).

Cards on the boardautomatically updatebased on conditions.

Example: Managing Incidents or Change Requests.

Flexible Board (Valid Type)

Similar toGuided Boards, but allows users tomanually reordertasks within lanes.

Offers moreflexibilitywhile still being linked to a data source.

Example: Sprint Planning or ITSM Workflows.

"Feature" is NOT a Visual Task Board type in ServiceNow.

ServiceNow does use the term"Feature"in Agile Development (for tracking high-level product functionalities), but it is not related to VTBs.

Types of Visual Task Boards in ServiceNow:Why is "Feature" Incorrect?

Why Other Options Are Correct?Guided, Flexible, and Freeformare thethree valid typesof Visual Task Boards in ServiceNow.

Visual Task Boards Overview

ServiceNow Visual Task Boards

Types of Visual Task Boards

Creating and Using VTBs

References from ServiceNow CSA Documentation:

AService Level Agreement (SLA)in ServiceNow is a tracking mechanism that ensures tasks are completed within a specified time frame. SLAs help inmonitoring and enforcing deadlinesfor various tasks, such as incidents, changes, or service requests.

Tracks Task Duration

SLAs calculate theelapsed timesince a task was created and determine if it meets or breaches the defined resolution targets.

Ensures Timely Completion

SLAs definestart, pause, and stop conditionsbased on specific criteria (e.g., an incident must be resolved within 8 hours).

Visual Indicators

SLAs includeprogress bars, warning alerts, and breach notificationsto help users track deadlines.

Works with Business Rules and Workflows

SLAs can triggerescalations, notifications, or automated actionsif a task is at risk of breaching the SLA.

A. Task Escalation Clock(Incorrect)

No such feature called "Task Escalation Clock" exists in ServiceNow. Escalations are handled usingSLA workflows and escalation rules.

C. Inactivity Monitor(Incorrect)

TheInactivity Monitoris used to detect when a task has not been updated for a specific period, but it does not enforce time-bound completion.

D. Response Time Clock(Incorrect)

No specific "Response Time Clock" exists in ServiceNow.Response SLAstrack thetime taken to acknowledge a task, but this is part of the broader SLA system.

E. Business Time Remaining(Incorrect)

This isnot a specific featurebut rather a calculated field within SLAs that shows the time remaining before an SLA breaches.

Service Level Agreements (SLA) Overview:https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-level-management/concept/c_ServiceLevelAgreements.html

How SLAs Work in ServiceNow:https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-level-management/concept/slas-how-work.html

Key Features of SLAs in ServiceNow:Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:

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

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

ServiceNowflow designerallows admins to create and manageapproval flowsfor catalog items.

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

C. Impersonate the requester to ensure the form works.

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

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

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

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

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

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

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

Thecorrect methodis using theimpersonatefeature.

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

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

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

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

Admin accountsoverride approval workflowsand do not provide an accurate test.

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

ServiceNow Flow Designer - Approval Workflow Testing Best Practices

ServiceNow Impersonation Feature for User Testing

ServiceNow ITSM - Catalog Item Testing & Validation

References to Official Certified System Administrator (CSA) Documentation:

When creating acustom table in ServiceNow, the platform automatically assigns a table name prefixed with"u_"to differentiatecustomtables fromout-of-the-box (OOB) tables.

The default prefix"u_"is applied to allcustom global tables.

The table name follows the format:"u_" + [custom name].

Example:

If you create a table named"abc", the system assigns it the table name:u_abc.

All custom tables created by usersautomatically receive the "u_" prefix.

Prevents conflicts withServiceNow’s internal tables.

Ensurescustom tables are easy to identify.

Naming Convention for Custom Tables:Why "C. u_abc" is Correct?

A. snc_abc – Incorrect

"snc_" is not used for custom tables; it is reserved forinternal ServiceNow functionality.

B. abc – Incorrect

Custom tablesdo not use raw names; they always include a prefix (u_).

D. sys_abc – Incorrect

"sys_" is reserved forsystem tables(e.g.,sys_user,sys_db_object).

Explanation of Incorrect Options:

ServiceNow Docs: Creating Custom Tables

ServiceNow CSA Study Guide – Table Administration

ServiceNow Product Documentation: Understanding Table Naming Conventions

References from Certified System Administrator (CSA) Documentation:

When youimpersonatea user in ServiceNow for testing, you temporarily assume their permissions and role-based access. Toreturn to your own user session, thebestway is toEnd Impersonation.

Click on theUser Menu (top right corner).

Select"End Impersonation".

You will immediately return to your original user session.

A. Turn your computer off and on again→ Unnecessary and does not affect session management.

B. Clear browser cache→ Cache clearing is not required; impersonation is session-based.

D. Log out and back in→ While this works, it isnot the bestmethod becauseEnd Impersonationis a faster and direct solution.

When creating acustom table in ServiceNow, the platform automatically assigns a table name prefixed with"u_"to differentiatecustomtables fromout-of-the-box (OOB) tables.

The default prefix"u_"is applied to allcustom global tables.

The table name follows the format:"u_" + [custom name].

Example:

If you create a table named"abc", the system assigns it the table name:u_abc.

All custom tables created by usersautomatically receive the "u_" prefix.

Prevents conflicts withServiceNow’s internal tables.

Ensurescustom tables are easy to identify.

Naming Convention for Custom Tables:Why "C. u_abc" is Correct?

A. snc_abc – Incorrect

"snc_" is not used for custom tables; it is reserved forinternal ServiceNow functionality.

B. abc – Incorrect

Custom tablesdo not use raw names; they always include a prefix (u_).

D. sys_abc – Incorrect

"sys_" is reserved forsystem tables(e.g.,sys_user,sys_db_object).

Explanation of Incorrect Options:

ServiceNow Docs: Creating Custom Tables

ServiceNow CSA Study Guide – Table Administration

ServiceNow Product Documentation: Understanding Table Naming Conventions

References from Certified System Administrator (CSA) Documentation:

In ServiceNow,Data Policiesare rules thatenforce data consistencyby ensuring that specific fields meet certain conditionsbefore being saved to the database. They apply toall data operations, including form submissions, web services, and data imports.

Work at the server-side level, ensuring data integrity before it is stored.

Canmake fields mandatoryorread-onlyacross different interfaces (e.g., forms, API calls, imports).

UnlikeUI Policies, which apply only toforms, Data Policies apply to alldata transactions, including integrations and imports.

Help maintaindata quality and consistencyacross the system.

Making a Field Mandatory:

Ensure that the"Short Description"field is always filled before saving anIncident.

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 ensuredata accuracy and integritybefore it is stored.

They apply toforms, web services, import sets, and background processes.

They help organizationsmaintain standardized and structured data.

A. Data Policies enforce security – Incorrect

Security is enforced usingAccess Control Lists (ACLs), not Data Policies.

B. Data Policies standardize data in Update Sets – Incorrect

Update Sets trackconfiguration 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 thedatabase 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:

Thecorrect answer is "Flows", which refers toFlow Designerin ServiceNow.

Flow Designeris ano-code/low-code automation toolthat allows users to automatebusiness logicfor a specific application or process, such as:

Approvals

Task creation

Notifications

Record operations(such as updating or deleting records)

AFlowis a sequence of automated actions that are triggered by specific events.

It ispart of Flow Designer, which is themodern alternative to the legacy Workflow Engine.

It providestrigger-based execution, meaning it can run when a record is created, updated, or upon a specific condition.

B. Action Sequences(Incorrect)

No such term exists in ServiceNow.

C. Action Sets(Incorrect)

No such feature exists in ServiceNow.

D. Task Flows(Incorrect)

This is not a term used in ServiceNow automation.

E. Flow Diagrams(Incorrect)

While Flow Designervisually representsflows, there isno feature named "Flow Diagrams"in ServiceNow.

Flow Designer Overview:https://docs.servicenow.com/bundle/utah-automation/page/administer/flow-designer/concept/flow-designer.html

How to Create and Use Flows:https://docs.servicenow.com/en-US/bundle/utah-automation/page/administer/flow-designer/task/t_CreateFlow.html

Why "Flows" is the Correct Answer:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:

When usingHigh Security Settingsin ServiceNow, administrators often gaintemporary elevated privileges. To revert to normal security levels, they mustlog out and back into refresh their session.

High Security Settingsprovide elevated security configurations and mayoverride standard role-based access controls.

Logging outclears any temporary security settingsand restores normal administrator privileges.

This is therecommended practiceafter making security changes.

Why is Option B Correct?

Why Are the Other Options Incorrect?A. Select Normal role

Incorrectbecausethere is no "Normal" rolein ServiceNow.

C. Use System Administration > Normal Security module

Incorrectbecausethere is no "Normal Security" modulein ServiceNow.

D. Select Global Update Set

Incorrectbecause Update Sets controlcustomizations and configurations,not security settings.

E. End Impersonation

Incorrectbecause ending impersonation onlyswitches back to the admin accountif you were impersonating a user.

Itdoes not resetsecurity settings from High Security Mode.

ServiceNow CSA Guide - High Security Settings

ServiceNow Best Practices - Managing Security Configurations

References to Official Certified System Administrator (CSA) Documentation:

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

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

It allowsdevelopers and administratorsto definenew custom events.

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

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

Triggering a Notification

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

Initiating an Automated Workflow

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

Logging Custom Events for Reporting

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

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

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

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

It is used forevent-driven automationin ServiceNow.

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

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

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

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

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

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

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

Explanation of Incorrect Options:

ServiceNow Docs: Understanding the Event Registry

ServiceNow CSA Study Guide – Event Management

ServiceNow Product Documentation: Creating and Managing Events

References from Certified System Administrator (CSA) Documentation:

TheCommon Service Data Model (CSDM)is a framework provided by ServiceNow that ensures your application's data correctly maps to theConfiguration Management Database (CMDB)tables. It standardizes howconfiguration items (CIs), services, and relationshipsare structured within the CMDB.

Standardized Data Model:Ensures consistent and correct CMDB data structuring.

Alignment with CMDB Best Practices:Helps businesses align their IT assets, services, and business functions effectively.

Better Service Mapping:Provides structured relationships between business services and their technical components.

Compliance & Governance:Ensuresdata integrityby enforcing best practices for CMDB population.

Key Functions of CSDM:

Incorrect Answer Choices Explanation:B. Service Mapping Utility (SMU)– Service Mapping is used fordiscovering and mapping dependenciesbut is not a data model framework.

C. Service Schema Map (SSM)– No such official term exists in ServiceNow documentation.

D. CMDB Class Manager (CMDBCM)– This is a tool used tomanage CI classesbut does not define a data model framework like CSDM.

E. CI Class Manager (CICM)– Incorrect term; CMDB Class Manager is used for CI class hierarchy management, not for mapping applications to CMDB tables.

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

ServiceNow CMDB Best PracticesCMDB and CSDM Alignment

Official CSA Documentation Reference:

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

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

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

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

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

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

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

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

B. Information Technology Service Management (ITSM):

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

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

C. Configuration Management Database (CMDB):

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

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

D. Information Technology Infrastructure Library (ITIL):

ITIL is aset of best practicesfor IT service management.

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

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

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

CMDB and ServiceNow Data Model Best Practices

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

InServiceNow, aTemplateis a tool used topre-fill commonly used fieldsin a form, saving time and ensuring consistency in data entry.

ATemplateis a predefined set offield valuesthat can be applied to a form toautomatically populate fields.

Users can create and apply templates tospeed up form completionandreduce errors.

Templates are especially useful forstandardized requests, such asincident logging, change requests, or task assignments.

Create a Template:

Navigate toSystem UI → Templates.

Define thefieldsand their default values.

Assign the template to aspecific table(e.g.,incident,change_request).

Apply a Template to a Form:

When filling out a form, users canselect a templatefrom theTemplate Bar.

The templateautomatically populatesthe pre-configured fields.

Example Use Case:

Scenario:A Service Desk agent frequently logs incidents forpassword resets.

Solution:A"Password Reset"template can be created with:

Short Description:"Password reset request"

Category:"Access"

Assignment Group:"IT Support"

When an agent applies this template, these fields areautomatically populated, saving time.

What is a Template in ServiceNow?How to Use a Template?

Why Option A (Template) is Correct?Templates are the official ServiceNow tool for pre-filling commonly used fields in a form.

Why Other Options Are Incorrect?B. Reference Qualifier→ Incorrect

Reference Qualifierscontrolwhich values appear in a reference field(e.g., filtering available users in theAssigned Tofield).

They donot populate fields automatically.

C. Formatter→ Incorrect

AFormatteris a UI component thatdisplays additional information(e.g., anActivity Formattershows an activity log).

It doesnot populate form fields.

D. Assignment Rule→ Incorrect

Assignment Rulesautomaticallyassign recordsto users or groups based on conditions.

They donot populate multiple fieldsin a form.

ServiceNow Docs – Creating and Using Templateshttps://docs.servicenow.com

ServiceNow Learning – Templates and Data Population

ServiceNow Best Practices – Using Templates for Efficiency

References from Certified System Administrator (CSA) Documentation:

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

There aretwo key aspectsof LDAP Integration in ServiceNow:

Authentication

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

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

This helps in maintainingcentralized identity managementacross the organization.

Data Population

LDAP can be used toimport user and group informationinto ServiceNow.

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

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

B. Data Formatting–

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

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

C. Authorization–

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

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

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

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

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

UI Policies and UI Actionsare both part of theServiceNow user interface customizationbut serve different purposes.

Used todynamically change form field behaviorsbased on specific conditions.

Canmake fields read-only, mandatory, or hiddenwithout requiring scripts.

Runson the client-side (browser)to improve performance and responsiveness.

Example:

If theCategoryisHardware, theSerial Numberfield becomesmandatory.

Used tocreate buttons, links, and context menu actions.

Can executescriptsto perform specific actions when clicked.

Runs on theserver-side or client-sidedepending on configuration.

Example:

A"Save" buttonthat becomesvisible only to users with a specific role.

UI Policy(not UI Action) is responsible for making fieldsread-only, mandatory, or hidden.

UI Action(not UI Policy) is responsible for making aSave button visiblefor specific users.

ServiceNow Docs: UI Policy Overviewhttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/form-administration/concept/c_UIPolicies.html

ServiceNow Docs: UI Action Overviewhttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/form-administration/concept/c_UIActions.html

UI Policy:UI Action:Why Option A is Incorrect?References from Certified System Administrator (CSA) Documentation:

AData Policyin ServiceNow is used to enforcemandatory and read-only field conditionsfor data that isentered manually through forms or imported into the system.

Data Policies apply to data coming from external sources, such asimports, web services (API), and integrations.

If a field is set asmandatoryin a Data Policy, recordscannot be imported unless that field contains a value.

This ensuresdata integrityby preventing incomplete or invalid data from entering the system.

If an administrator configures a Data Policy to make the "Caller" fieldmandatoryon theIncidenttable, any imported incidentswithout a Caller value will be rejected.

How Data Policies Enforce Mandatory Data on Import:Example Scenario:

Why "True" is the Correct Answer:Data Policies enforce mandatory fields for both UI entry and imports.

Why "False" is Incorrect:If Data Policies didnotenforce mandatory fields on imports, incomplete records could enter the system, leading to data integrity issues.

ServiceNow Documentation:Data Policies

CSA Exam Guide:CoversData Policy enforcement for UI forms and imports.

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

A. True

InServiceNow Service Catalog, anOrder Guideis a feature that allows users toorder multiple, related catalog items in a single request, simplifying the ordering process.

Helps usersrequest multiple items togetherinstead of submitting separate requests.

Ensures that related items are grouped logically (e.g., when onboarding a new employee, an Order Guide can include a laptop, software licenses, and access to required applications).

Usesvariables and rulesto pre-fill certain values and guide users through the ordering process.

Reduces the number of individual requests and makes fulfillment more efficient.

Purpose of an Order Guide:

(A) Order Guides restrict the number of items in an order to only one item per request – Incorrect

This isnot truebecause Order Guides allow users to requestmultiple itemsat once.

Asingle request (REQ#) is generatedthat contains multiple Requested Items (RITMs).

(B) Order Guides provide a list of guidelines for Administrators on how to set up item variables – Incorrect

Order Guides are forusers, not just administrators.

Theydo not provide setup guidelines; instead, they simplify ordering for end-users.

(C) Order Guides provide the ability to order multiple, related items as one request – Correct

This is theprimary functionof an Order Guide.

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

Example:Employee Onboarding Order Guide

Laptop

Email account

VPN access

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

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

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

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

Explanation of Each Option:

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

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

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

Example Use Cases:

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

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

Additional Notes & Best Practices:

ServiceNow Docs: Order Guides Overview

https://docs.servicenow.com

ServiceNow Community: How to Configure an Order Guide

https://community.servicenow.com

References from Certified System Administrator (CSA) Documentation:

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

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

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

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

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

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

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

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

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

If a user failseitherACL check, access is denied.

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

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

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

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

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

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

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

This is partially true but misleading.

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

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

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

????ServiceNow ACL Evaluation Documentation

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

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

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

When importing data intoServiceNow, anImport Setis created, and aTransform Mapis used to map data from the Import Set table to a target table (such asincident,cmdb_ci, oruser).

ATransform Mapdefineshow data from an Import Set is transferred to the target table. One of its key characteristics is that it can beused multiple times on the same import setto reprocess data or correct mapping errors.

Import Set Table:

Temporary storage for incoming data.

Data remains in the Import Set table until transformed.

Transform Map:

Areusable mappingthat determines how fields in the Import Set correspond to fields in the target table.

Can be runmultiple timeson the same Import Set data.

Coalesce Fields:

Usedbefore transformationto determine whether toupdate existing records or create new ones.

Key Characteristics of Importing Data in ServiceNow:

You import a CSV file into anImport Set Table.

You apply aTransform Mapto map data to theUser (sys_user) table.

If an issue occurs, you canrerun the Transform Map on the same Import Setinstead of reimporting the file.

Example Scenario:

A. An existing Transform Map can be used one time on the same import set– Incorrect.

Transform Maps can be reusedmultiple times on the same Import Set data.

B. Coalesce fields are used only after running Transform– Incorrect.

Coalesce fields are used before transformationto determine if a record should be updated or inserted.

C. Any user can manage and set up import sets– Incorrect.

Onlyusers with the appropriate roles(such asimport_adminoradmin) can manage Import Sets.

Explanation of Incorrect Answers:

ServiceNow Product Documentation → Import Sets and Transform Maps

ServiceNow CSA Study Guide → Data Import and Management

ServiceNow Knowledge Base → Understanding Coalesce Fields in Import Sets

References from Certified System Administrator (CSA) Documentation:

InServiceNow,Rolesare used to control access toApplications and Moduleswithin the platform. ARoleis a set of permissions that define what actions a user can perform and which records they can access.

Grant Access to Applications and Modules:

If a userdoes not have the required role, theycannot see or accessan application/module.

Control Record-Level and Field-Level Access:

SomeAccess Control Rules (ACLs)depend on roles topermit or restrictdata visibility.

Assign Multiple Roles to a User:

A user can havemultiple rolesbased on job responsibilities.

Example Roles in ServiceNow:

admin– Full access to all system features.

itil– Can manage incidents, problems, and changes.

catalog_admin– Manages the Service Catalog.

asset– Manages assets and CI records.

Key Functions of Roles in Access Control:

Navigate to:All → Users and Groups → Users

Open a user record

Scroll to the Roles related list

Click Edit and add roles

How to Assign Roles to Users:

A. Access Control Rules– Incorrect.

Access Control Rules (ACLs)definerecord-level and field-levelsecurity, but they donot control access to applications and modulesdirectly.

B. UI Policies– Incorrect.

UI Policiescontrol the visibility and behavior of form fields,not module or application access.

D. Assignment Rules– Incorrect.

Assignment Rulesautomatically assigntasks(e.g., Incidents, Requests) to groups or users, but theydo not control access.

Explanation of Incorrect Answers:

ServiceNow Product Documentation → Roles and Permissions

ServiceNow CSA Study Guide → User and Role Management

ServiceNow Knowledge Base → Controlling Access to Applications and Modules

References from Certified System Administrator (CSA) Documentation:

In ServiceNow,groupsare stored in theGroup [sys_user_group]table. Groups are used to organize users with similar responsibilities, permissions, or functional roles.

Name(name) – The unique name of the group.

Manager(manager) – The user responsible for managing the group.

Roles(roles) – The roles assigned to the group, which are inherited by all group members.

Parent Group(parent) – If applicable, this establishes group hierarchy.

Assigning access roles to multiple users at once.

Routing tasks or approvals (e.g., Incident assignments to an IT Support group).

Managing security and permissions in ServiceNow.

A. Group [user group]– Incorrect. This is not a valid ServiceNow table.

B. Group [sys_user]– Incorrect. This is theUsertable, not the Group table.

D. Group [sys_user_group_profile]– Incorrect. This table does not exist in ServiceNow.

ServiceNow Docs: User Administration – sys_user_group Table

ServiceNow CSA Study Guide – Managing Users and Groups

Key Fields in thesys_user_groupTable:Common Use Cases for Groups:Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

TheService Catalogis a core feature in ServiceNow that provides users with a structured interface to request services and products. Thebaseline Service Catalog homepageincludes links to key components that help users navigate and submit requests efficiently. These components are:

Record Producers– These are forms that allow users to create records in tables other than the Request table (e.g., submitting an incident or a change request).

Order Guides– These help users request multiple related items in a single submission, streamlining complex orders.

Catalog Items– These are the individual products or services users can request, such as software installations, hardware requests, or access requests.

Option B: "Order Guides, Item Variables, and Workflows"– Incorrect, becauseItem VariablesandWorkflowsare not direct links on the Service Catalog homepage. Item Variables are attributes of Catalog Items, and Workflows handle backend processing but are not listed as a navigational component.

Option C: "Order Guides, Catalog Items, and Workflows"– Incorrect, because Workflows are not directly linked from the homepage.

Option D: "Record Producers, Order Guides, and Item Variables"– Incorrect, because Item Variables are part of Catalog Items but not a distinct link on the homepage.

ServiceNow Product Documentation - Service Catalog Overview

ServiceNow CSA Study Guide - Service Catalog Fundamentals

ServiceNow Docs: Service Catalog Components

Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

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

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

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

If no match is found:

A new record is created.

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

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

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

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

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

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

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

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

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

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

ServiceNow CSA Official Documentation on Data Import & Transform Maps:

ServiceNow Docs - Transform Maps

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

Reference from Certified System Administrator (CSA) Documentation:

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

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

In computing and networking, aclientrefers to anapplication or system that accesses a remote service or another computer system (known as a server). The client-server model is a fundamental concept in computing, where:

A client sends requeststo a server.

The server processes the requestand sends back a response.

This architecture is widely used inweb applications, databases, and ServiceNowitself, whereclients interact with the ServiceNow platform (server) via a web browser or API requests.

In ServiceNow, theclienttypically refers toa user’s browser or an external system making requests via API calls.

Theserveris the ServiceNow instance, which processes requests and returns responses.

Client-side scripts(such asClient ScriptsorUI Policies) run on the user's browser, whileserver-side scripts(such as Business Rules and Script Includes) execute on the ServiceNow server.

How This Relates to ServiceNow:

A. Server→ A serverreceives requestsand processes them but is not the requesting entity.

C. Script→ A script is apiece of codethat executes certain actions but does not represent an entire system accessing a service.

D. Policies→ Policies definerules or behaviors(e.g., UI Policies, Data Policies) but do not access a remote service.

Why Other Options Are Incorrect:

ServiceNow Documentation:Client and Server in ServiceNow

CSA Exam Guide:CoversClient and Server architecturein ServiceNow.

Reference from CSA Documentation:

In ServiceNow, user records are stored in theUser [sys_user]table. This table contains all user-related data, including usernames, email addresses, roles, department affiliations, and more.

User ID(user_name) – Unique identifier for the user.

First Name & Last Name(first_name,last_name) – User’s full name.

Email(email) – The user’s email address.

Department(department) – The department to which the user belongs.

Roles(roles) – List of assigned roles that determine access permissions.

Active(active) – Indicates whether the user account is active or inactive.

B. User [sys_user_group]– Incorrect. This table storesgroups, not individual users.

C. User [syst_user_profile]– Incorrect. This table does not exist in ServiceNow.

D. User [user_profile]– Incorrect. There is no such table in ServiceNow.

ServiceNow Docs: User Administration – sys_user Table

ServiceNow CSA Study Guide – User and Group Administration

Key Fields in thesys_userTable:Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

ARelated Listin ServiceNow is used to display records from other tables that are related to the current record. It helps users view and manage associated records without navigating away from the main record they are working on.

Related Lists appear at the bottom of a form view.

They display records from tables that have a relationship (via reference fields, many-to-many relationships, or database joins) with the current table.

Users can add, remove, or modify related records directly from the Related List, depending on their permissions.

Key Features of Related Lists:Why "D. To present related records" is the correct answer?Related Lists show records from another table that have a relationship with the current record. For example:

AnIncidentrecord may have a Related List showing allTasksassociated with it.

AUserrecord may have a Related List displayingGroup Memberships.

AChange Requestrecord may have a Related List displaying all relatedCI (Configuration Items).

Option A: "To create a one-to-many relationship"– Incorrect. While Related Lists often display one-to-many relationships, they do not create them. Relationships are defined throughreference fields,many-to-many tables, ordatabase joins.

Option B: "To dot-walk to a core table"– Incorrect. Dot-walking allows users to access related fields from referenced records, but it is not the purpose of a Related List.

Option C: "To present related fields"– Incorrect. Related Lists display related records, not just individual fields. Related fields can be accessed using dot-walking or reference fields but are not the same as Related Lists.

ServiceNow Product Documentation - Related Lists

ServiceNow CSA Study Guide - Configuring Forms and Lists

ServiceNow Docs: Relationships in Tables

Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

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

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

Create Quick Reports

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

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

Configure the List

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

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

Export Data

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

Example: Exporting all incidents assigned to a particular group.

Key Features of Column Context Menus:

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

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

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

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

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

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

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

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

Navigate toIncident > All.

Right-click on thePrioritycolumn header.

A menu appears with options such as:

Sort (Ascending/Descending)

Group By This Field

Create Report

Export Data

Configure List Layout

Example of Using a Column Context Menu in ServiceNow:

In ServiceNow, theService Catalogis a structured collection of IT and business services that users can request. It is designed to provide a self-service experience for end-users, streamlining service requests and automating fulfillment processes. The main components of a Service Catalog include:

Record Producers– These are simplified forms that allow users to create records in various tables without requiring direct access to those tables. They enable users to submit requests or incidents through the catalog in a user-friendly manner.

Order Guides– These facilitate the ordering of multiple related catalog items in a single request. For example, when a new employee is onboarded, an order guide can group multiple items such as a laptop, software access, and a phone.

Catalog Items– These are the individual items or services that users can request through the Service Catalog. Examples include hardware (like laptops and monitors), software access, and other business services.

Option A (Order Guides, Exchange Rates, Calendars)–

Exchange RatesandCalendarsare not part of the Service Catalog framework in ServiceNow.

While Exchange Rates may be relevant in financial applications, they do not define the core components of the Service Catalog.

Calendars are used for scheduling, but they do not form part of the Service Catalog structure.

Option B (Order Guides, Catalog Items, and Interceptors)–

Interceptorsare used to guide users through form-based submissions, but they are not a fundamental component of the Service Catalog.

Order Guides and Catalog Items are correct, but the presence of Interceptors makes this option incorrect.

Option C (Catalog Items, Asset Contracts, Task Surveys)–

Asset Contractsrelate to IT Asset Management (ITAM) and are not core Service Catalog components.

Task Surveysare used for feedback collection but are not part of the core structure of a Service Catalog.

InServiceNow,UI Policiesallow administrators todynamically control form fieldsbased on conditions without using scripts. With UI Policies, you can change thebehaviorof a field by making it:

Read-only→ The user canviewthe field butcannot edit it.

Mandatory→ The field becomesrequired, and the usermustfill it out before submitting the form.

Hidden→ The field isremoved from visibilityon the form.

Explanation of Each Option:A. Read-only–Correct

A UI Policy can make a fieldread-only, meaning users canseethe field butcannot modifyits value.

Example: A field likeRequest Number (REQ0001)is typicallyread-onlyafter submission.

B. Write-only–Incorrect

ServiceNowdoes nothave a "write-only" field setting in UI Policies.

If a field iseditable, users canboth read and write; if it’s hidden or read-only, writing is not possible.

C. Necessary–Incorrect

There isno "Necessary"field state in ServiceNow UI Policies.

If the intent is to make a field required, the correct term is"Mandatory".

D. Mandatory–Correct

UI Policies can make a fieldmandatory, requiring the user toenter a valuebefore submitting the form.

Example: AnIncident Descriptionfield might be mandatory before an incident is submitted.

E. Empty–Incorrect

UI Policiescannot directly enforce an "empty" state. However, adefault valuecould be cleared using aclient script, but this isnot a UI Policy feature.

F. Hidden–Correct

UI Policies canhide a field, making it invisible on the form.

Example: A"Manager Approval"field may be hiddenuntila certain condition (e.g., request cost > $1000) is met.

Final Answer:Read-only

Mandatory

Hidden

ServiceNow Docs – UI Policies and UI Policy Actionshttps://docs.servicenow.com

ServiceNow Learning – Form Configuration & UI Policies

ServiceNow Developer Portal – Controlling Form Behavior with UI Policies

References from Certified System Administrator (CSA) Documentation:

In ServiceNow, every table has a uniqueplatform name(also known as thedatabase nameorsys_id). The table that stores user records in ServiceNow is called"sys_user".

Table Name:sys_user

Purpose:Stores user records, including their roles, group memberships, and personal details.

Location in ServiceNow:You can access this table by navigating to:All → Users and Groups → Users

Key Fields in sys_user Table:

User ID (user_name)– Unique identifier for the user.

Name (name)– Full name of the user.

Email (email)– Email address of the user.

Roles (roles)– Defines user permissions in the system.

Active (active)– Indicates if the user is active in the system.

A. u_users– Incorrect. The prefixu_is typically used forcustom tablescreated by administrators. This is not a default system table.

B. sys_users– Incorrect. The correct name issys_user(singular), notsys_users. ServiceNow follows a singular naming convention for system tables.

C. x_users– Incorrect. The prefixx_is reserved forScoped Applicationscreated within an instance. The User table is a core system table, not a scoped one.

ServiceNow Product Documentation → User Administration → sys_user Table

ServiceNow Tables Reference → sys_user

ServiceNow CSA Study Guide → User and Data Administration

Understanding the sys_user Table:Explanation of Incorrect Answers:References from Certified System Administrator (CSA) Documentation:

ASchema Mapin ServiceNow is a graphical representation of tables and their relationships within the database. It helpsadministrators and developersunderstand how data is structured and interconnected.

Visual Representation:Showsparent-child relationships,reference fields, andextensionsbetween tables.

Database Schema Navigation:Enablesquick accessto table structures and fields.

Impact Analysis:Helps inassessing changesbefore modifying fields, tables, or relationships.

Enhances Development Efficiency:Aids in customizing the system by understanding data dependencies.

Navigate to:System Definition → Schema Map

Select a Table:Enter a table name (e.g.,incident,task)

View Relationships:The map will display related tables (e.g., extended, referenced, and referencing tables).

Key Features of a Schema Map:How to Access Schema Maps:

A. A schema map enables administrators to define records from specific tables as trouble sources for Configuration Items– Incorrect.

Schema mapsdo not define trouble sources; they are used to visualizetable relationships.

B. A schema map graphically organizes the visual task boards for the CMDB– Incorrect.

Visual Task Boardsare separate from schema maps and are used for task management, not database visualization.

C. A schema map graphically displays the Configuration Items that support a business service– Incorrect.

This describes aDependency View, which is part of theCMDB, not the Schema Map feature.

Explanation of Incorrect Answers:

ServiceNow Product Documentation → Schema Maps

ServiceNow CSA Study Guide → Data Schema & Table Relationships

ServiceNow Developer Documentation → Understanding Tables & Relationships

References from Certified System Administrator (CSA) Documentation:Would you like me to verify another question?????

InServiceNow, anImport Set Tableis atemporary staging areawhere raw data is storedbefore it is transformed and moved into a target table. It is primarily used indata import processesto ensure data integrity and allow transformation before committing data to production tables.

Stores incoming data from external sources(e.g., CSV files, Excel files, APIs, LDAP, etc.).

Acts as a temporary staging areabefore records are mapped and transformed into atarget table(e.g.,incident,cmdb_ci,problem).

Allows validation and error handlingbefore final data migration.

Uses Transform Mapsto determine how fields in the import set relate to fields in the target table.

Key Functions of an Import Set Table:

Data is importedinto anImport Set Tablefrom an external source.

TheImport Set Table temporarily stores the datawithout affecting existing records.

ATransform Mapis applied to move and modify the data before inserting it into the correct table.

Once transformation is complete, the data is transferred to thetarget table, and the Import Set Table can be cleared.

Example Workflow of an Import Set:

(A) A table where data will be placed, post-transformation – Incorrect

Thetarget table(e.g.,incident,cmdb_ci,problem) holds the dataaftertransformation.

TheImport Set Table is only a temporary staging areabefore transformation occurs.

(B) A table that determines relationships – Incorrect

Relationship tables(e.g.,cmdb_rel_ci) definedependencies between recordsbut are not used for data import.

Import Set Tables do not determine relationships between records.

(C) A staging area for imported records – Correct

Import Set Tables temporarily store incoming recordsbefore processing.

The data is transformed and mappedbefore being inserted into the final target table.

This ensuresdata integrity and consistency.

(D) A repository for Update Set information – Incorrect

Update Sets (sys_update_set) store changes to configurations, such as scripts, workflows, and UI policies.

Import Set Tables are used for data imports, not Update Sets.

Explanation of Each Option:

Always review data in the Import Set Table before applying transformationsto avoid incorrect data entry.

Use Transform Mapsto define field mappings between Import Set Tables and target tables.

Monitor Import Logs(sys_import_set_run) for errors or incomplete data.

Delete old Import Set dataperiodically to improve performance and avoid unnecessary storage usage.

Additional Notes & Best Practices:

ServiceNow Docs: Import Set Overview

https://docs.servicenow.com

ServiceNow Community: Best Practices for Import Set Management

https://community.servicenow.com

References from Certified System Administrator (CSA) Documentation:

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

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

onLoad (Option D)

Runswhen a form loads.

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

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

onChange (Option F)

Runswhen a specific field value changes.

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

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

onSubmit (Option A)

Runswhen the form is submitted.

Used for final validation before allowing submission.

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

onCellEdit (Option C)

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

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

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

Why Are the Other Options Incorrect?B. onUpdate

No "onUpdate" client script type exists in ServiceNow.

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

E. onEdit

No "onEdit" client script type exists.

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

G. onSave

No "onSave" client script type exists.

"onSubmit" handles validation before saving a record.

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

????ServiceNow Client Scripts Documentation

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

Conclusion:The correct answers are:

A. onSubmit(Runs when submitting a form)

C. onCellEdit(Runs when editing a list cell)

D. onLoad(Runs when a form loads)

F. onChange(Runs when a field value changes)

Abusiness rulein ServiceNow is a server-side script written inJavaScriptthat executes when a record is inserted, updated, deleted, or queried. Business rules allow for automation and enforcement of business logic without requiring manual intervention.

Business rules arenot tied to formsbut instead runon the server-sidewhen a database operation occurs. They can be configured to execute:

Beforea record is saved (Before Business Rule)

Aftera record is saved (After Business Rule)

Asynchronously(Async Business Rule)

Before a query is run on the database(Query Business Rule)

Explanation of the Correct Answer:B. A business rule can be a piece of JavaScript(Correct)

Business rules are written inJavaScript, allowing administrators to define custom logic that executes on the server.

These scripts can modify data, enforce rules, validate fields, or trigger other workflows.

Example JavaScript snippet for a business rule:

if(current.state=='3'&& current.priority!='1') {

current.priority='1';

gs.addInfoMessage("Priority set to High because state is Resolved.");

}

This rule ensures that if an incident's state is changed toResolved, its priority is automatically set to High.

Why the Other Options Are Incorrect:A. A business rule must run before a database action occurs (Incorrect)

Business rulescan run before a database action occurs, but they can also executeafterorasynchronously.

Business rules have four execution types:

Before– Runs before the record is inserted/updated in the database.

After– Runs after the record is committed to the database.

Async– Runs in the background after the transaction completes.

Query– Runs before data is returned to a user (modifies query results).

C. A business rule must not run before a database action occurs (Incorrect)

This is false because some business rulesdo run beforea database action (e.g., aBefore Business Rulecan validate data before saving).

D. A business rule monitors fields on a form (Incorrect)

Business rulesdo not monitor form fields directly. Instead, they execute based on database operations.

If real-time monitoring of form fields is needed,Client Scripts(not Business Rules) are used for this purpose.

Automaticallyassigning prioritybased on ticket severity.

Preventing updates to certain records if a condition is not met.

Sending email notifications when a record changes.

Modifying data before it is saved to enforce business policies.

Example Use Cases for Business Rules:

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

Single-Instance:

Each ServiceNow instance is aunique, independent environmentfor a customer.

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

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

Single-Tenant Model (Multi-Instance Architecture):

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

Thisensures data security, performance isolation, and customization flexibility.

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

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

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

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

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

ServiceNow does NOT use a multiple-tenant architecture.

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

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

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

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

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

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

ServiceNow Best Practices – Security & Instance Architecture

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

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

UI Actions allow administrators to create interactive elements such as:

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

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

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

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

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

Understanding UI Actions in ServiceNow:

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

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

Why Are the Other Options Incorrect?A. Business Rule

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

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

C. Client Script

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

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

D. UI Policy

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

Theydo not add buttons or context menu items.

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

????ServiceNow UI Actions Documentation

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

TheHistory sectionin theApplication Navigatortracks recently visited records, lists, and forms within ServiceNow. This feature allows users to quickly navigate back to previously accessed content without searching manually.

What Appears in the History Section?The History sectionlogs user activityrelated to:

Records (Option A)– Recently viewed records from any table, such as incidents, requests, or tasks.

Lists (Option C)– Any list views a user has accessed, such asIncident ListorChange Request List.

Forms (Option D)– Any individual record viewed in form view, such as anincident formoruser form.

Why is Option B (UI Pages) Correct?UI Pages do NOT appear in the History section.

UI Pagesare special custom pages built with Jelly scripting and used forcustom interfaces, portals, and dashboards(e.g., Service Portal pages).

Since they do not represent individual records, lists, or forms,they are not included in the user’s History tracking.

Why Are the Other Options Incorrect?A. Records

Recordsare individual database entries (e.g., specific incidents, change requests, or users).

Since records are frequently accessed, theyare logged in History.

C. Lists

Listsdisplay multiple records from a table (e.g., all open incidents).

Since users navigate through lists frequently, theyare logged in History.

D. Forms

Formsare used to view or edit individual records (e.g., an incident form).

Since forms are commonly accessed, theyare logged in History.

Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Application Navigator & History

????ServiceNow Application Navigator Documentation

"The History section of the Application Navigator displays a list of the records, lists, and forms that you have recently accessed."

"Custom UI Pages are not included in History tracking."

In ServiceNow’sService Catalog, variables are used to capture user input when they request catalog items. These variables allow for dynamic and customized data collection for different service requests.

Among the options provided, the three validvariable typesthat can be added to aService Catalog Itemare:

Multiple Choice:

This variable type presents users with multiple predefined options, but only allows them to selectoneanswer.

Example: "What type of laptop do you need?" with options:MacBook, Windows Laptop, Chromebook.

Select Box:

Similar to Multiple Choice but presented in a drop-down format, making it useful when space needs to be conserved in a form.

Example: "Select your department" with a drop-down list ofIT, HR, Finance, etc.

Checkbox:

A simpleTrue/Falsevariable that allows users to check a box to indicate a selection.

Example: "Do you need an external monitor?" (Checkbox can be checked for 'Yes' or left unchecked for 'No').

Option A (True/False, Multiple Choice, and Ordered)

True/Falseis not a variable type in the Service Catalog. ServiceNow usesCheckboxfor Boolean (Yes/No) values instead.

Orderedisnot a valid Service Catalog variable type.

Option B (True/False, Checkbox, and Number List)

True/False is incorrect(ServiceNow uses "Checkbox" instead).

Number List is not a valid Service Catalog variable type.

Option C (Number List, Single Line Text, and Reference)

Number List is not a valid variable type.

Single Line Text and Reference are valid variables but were not all correct in this case.

ServiceNow Docs: Service Catalog Variableshttps://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-catalog-management/concept/c_ServiceCatalogVariables.html

ServiceNow CSA Official Training Guide (Service Catalog & Request Management)

Why the other options are incorrect?References from Certified System Administrator (CSA) Documentation:

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

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

Most Recent Update (Option A)

This sorting method ranks articles based on theirlast modified date.

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

This ensures users see the most current information first.

Popularity (Option B)

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

More frequently accessed or positively rated articles are ranked higher.

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

Relevancy (Option C)

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

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

D. Manager Assignment (Incorrect)

Knowledge articles are not sorted by manager assignment.

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

E. Number of Views (Incorrect)

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

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

Why Are the Other Options Incorrect?

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

????ServiceNow Knowledge Management Docs

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

Conclusion:The correct answers are:

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

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

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

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

TheBasic Configuration UI 16 modulein ServiceNow allows administrators to make basic UI customizations without needing to modify code or system properties manually. These settings apply to theoverall look and feelof the instance.

Banner Image (Option A)

Allows admins to change theServiceNow banner logoat the top of the page.

This is useful for branding the instance with a company’s logo.

Browser Tab Title (Option C)

Changes thetitle displayed on the browser tabwhen accessing the ServiceNow instance.

Helps customize the instance’s branding for different user environments (e.g., "IT Service Portal" instead of "ServiceNow").

System Date Format (Option D)

Allows admins toset the date formatdisplayed across the instance.

Helps standardize date display based on organizational or regional preferences (e.g.,MM/DD/YYYY vs. DD/MM/YYYY).

Customizable Elements via Basic Configuration UI 16:

Why Are the Other Options Incorrect?B. Record Number Format

Incorrect:The format of record numbers (such asINC0010001 for incidents) is controlled viaSystem Definition → Number MaintenanceandNOTin Basic Configuration UI 16.

E. Form Header Size

Incorrect:The form header size isnot directly customizable through Basic Configuration UI 16.

Form layout and styling changes are managed throughUI Policies, Client Scripts, or custom CSS configurations.

Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Basic Configuration UI 16

????ServiceNow UI Customization Documentation

"Basic Configuration UI 16 provides a simple way to modifybanner images, browser titles, and system-wide date formats."

Conclusion:The correct answers are:

A. Banner Image(Customizes the instance’s logo)

C. Browser Tab Title(Changes the browser tab text)

D. System Date Format(Sets the instance-wide date format)

????Understanding Basic Configuration UI 16 is important for ServiceNow administratorsto quickly apply branding and instance-wide display settings without modifying system properties manually.

InServiceNow,User Impersonationallows anadmin or a user with the appropriate roleto temporarily act as another userwithout needing their password. This is mainly used fortesting and visibility, helping administrators and developers verify user permissions, role-based access, and UI experiences.

Testing Permissions & Roles

Ensures thatusers have the correct access rights(e.g., verifying ITIL user permissions for incident management).

Helps testUI Policies, Business Rules, and ACLs (Access Control Rules)by viewing the system from the perspective of different roles.

Debugging & Troubleshooting

Identifies why a usercannot access certain records or modules.

Helps inresolving permission-related issueswithout affecting live users.

Experience Validation

Ensures userssee the correct menus, fields, and optionsbased on their assigned roles.

Useful when developingnew applications, workflows, or Service Catalog items.

Admins and authorized userscan impersonate by clicking on their name in the top-right corner and selectingImpersonate User.

Once impersonated, all actions are logged for security and compliance.

Primary Functions of User Impersonation:How to Use Impersonation:

(A) Testing and visibility – Correct

The primary function ofuser impersonationis totest and verify what different users can see and doin the system.

It helps withdebugging UI, role-based access, ACLs, and workflow execution.

(B) Activate verbose logging – Incorrect

Verbose loggingis used fordetailed debugging and performance monitoring, butimpersonation does not enable logging features.

(C) View custom perspectives – Incorrect

ServiceNow doesnotuse the term "custom perspectives" in the context of impersonation.

Impersonationshows what a specific user sees based on their roles, but it doesnot create custom perspectives.

(D) Unlock Application master list – Incorrect

There isno such featureas an "Application Master List" that requires impersonation to unlock.

Application access is controlled byroles and permissions, not impersonation.

Explanation of Each Option:

Never impersonate a user without permission, especially in production environments.

All impersonation actions are loggedin the system for security and auditing purposes.

Use impersonation in a sub-production (development or test) instancebefore making changes to production.

Admins should use impersonation instead of logging in with test user accountsto maintain security and accountability.

Additional Notes & Best Practices:

ServiceNow Docs: Impersonating Users

https://docs.servicenow.com

ServiceNow Community: Best Practices for User Impersonation

https://community.servicenow.com

References from Certified System Administrator (CSA) Documentation:

InServiceNow, aListis a visual representation ofmultiple records from a table. Lists allow users to view, filter, sort, and interact with records in a structured tabular format.

Displays multiple recordsfrom a table.

Columns represent fieldsof the table.

Users can personalize the list(e.g., adjust columns, apply filters, and sort).

Common Actions:

Inline editing

Searching

Exporting data

Grouping and filtering

A. View

AViewdefines how data is displayed, but it is not a list itself.

Example: Differentform viewscan be created for the same table.

B. Dashboard

ADashboardis a visual representation of reports and performance analytics.

It doesnot display raw table recordsdirectly.

C. Panel

No such term as "Panel" exists in ServiceNow for displaying records from a table.

Key Features of Lists:Why Other Options Are Incorrect?

Lists Overview

ServiceNow Lists Documentation

Personalizing Lists

List Personalization Guide

References from ServiceNow CSA Documentation:Final Verification:Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.

In ServiceNow,User Criteriadefine conditions that determinewhich userscancreate, read, write, and retireknowledge articles in aKnowledge Base (KB). User Criteria help enforceaccess controland ensure that only authorized users can interact with specific knowledge bases.

Control who canread, contribute, edit, or retireknowledge articles.

Based onroles, groups, departments, locations, or custom conditions.

Applied at theKnowledge Base level, affecting all articles within that KB.

Can be combined using"Must match all"or"Match any"logic.

Example 1: Restricting Read Access

A knowledge base for IT Support should be accessibleonly to IT employees.

User Criteria:Department = IT, OR Role = itil

Only IT employees or ITIL users can read articles in this KB.

Example 2: Controlling Who Can Contribute

OnlyHR staffshould be allowed to create or update HR-related knowledge articles.

User Criteria:Group = HR Team, OR Role = knowledge_manager

Only HR Team members and Knowledge Managers can contribute.

User Criteriais the official term in ServiceNow for defining access control conditions for knowledge articles.

It allows precise control over who canread, create, write, or retirearticles.

It is a feature within theKnowledge Management application.

A. User Conditions – Incorrect

No such concept exists in ServiceNow. User Criteria, not "User Conditions," determine knowledge article access.

B. User Info – Incorrect

"User Info" refers to details stored in thesys_usertable (e.g., name, email) but does not define knowledge permissions.

D. User Permissions – Incorrect

While permissions exist in ServiceNow (via roles and ACLs),User Criteriaspecifically manageKnowledge Baseaccess.

ServiceNow Docs: User Criteria for Knowledge Management

ServiceNow CSA Study Guide – Knowledge Management Permissions

ServiceNow Product Documentation: Configuring Knowledge Base Access

Key Features of User Criteria:Examples of User Criteria:Why "C. User Criteria" is the Correct Answer?Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

InServiceNow Knowledge Management, knowledge articles must be in a specificstatebefore they can be visible to end users. The correct state that allows users to view the article isPublished.

Understanding Knowledge Article StatesKnowledge articles in ServiceNow go through alifecyclethat includes the following states:

Draft– The article is being created or edited and isnot visibleto end users.

Review– The article is under internal review by approvers before publication. It remainshiddenfrom users.

Published– The article isapproved and publicly availableto users who have access to the Knowledge Base.

Retired– The article is no longer relevant or has been replaced. It isnot visibleto end users.

OnlyPublishedarticles appear in the Knowledge Base and can be accessed by users.

Articles inDraft, Review, or Retiredstates arenot visibleto the general audience.

B. Drafted– Articles inDraftare still being written or edited andcannot be accessed by users.

C. Retired– Retired articles are considered obsolete and areno longer displayedin the Knowledge Base.

D. Reviewed– Articles inRevieware under approval butare not yet visibleto users.

ServiceNow Docs: Knowledge Article Stateshttps://docs.servicenow.com/en-US/bundle/utah-servicenow-platform/page/product/knowledge-management/concept/knowledge-article-states.html

ServiceNow CSA Official Training Guide (Knowledge Management Lifecycle & Publishing Workflow)

Why is "Published" the Correct Answer?Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms that aknowledge article must be in the "Published" stateto be visible to users in the Knowledge Base.

In ServiceNow, theService Catalogapplication allows administrators to create, configure, and manage catalog items that users can request. To create a new catalog item, administrators must access the correct module within theService Catalogapplication.

Maintain Categories (Option A)

This module is used to create and managecategorieswithin the Service Catalog.

Categories are used to organize catalog items into logical groups but do not allow the creation of actual catalog items.

Maintain Items (Option B)(Correct Answer)

This module is used tocreate, edit, and manage catalog itemsin the Service Catalog.

It provides options to define the item name, description, fields, workflows, and pricing details.

Administrators use this module when they want tobegin creating a new catalog item.

Content Items (Option C)

This module is related toContent Management System (CMS) and Knowledge Basebut is not used for creating standard Service Catalog items.

It allows administrators to create links to external content rather than actual requestable catalog items.

Items (Option D)

TheItemsmodule displays catalog items but does not allow an administrator to create new ones.

It is primarily forviewingitems rather than maintaining them.

Explanation of the Available Options:

The"Maintain Items"module is theonlymodule where administrators can create, edit, and manage catalog items in ServiceNow.

Other options either relate to categories, content management, or viewing existing items, making them incorrect choices.

Why is "B. Maintain Items" the Correct Answer?

ServiceNow Product Documentation - Service Catalog Administration????https://docs.servicenow.com/bundle/tokyo-it-service-management/page/product/service-catalog-management/concept/service-catalog-management.html

ServiceNow CSA Exam Guide - Service Catalog & Request Fulfillment

ServiceNow Fundamentals Training - Creating and Managing Catalog Items

References from Official CSA Documentation:

In ServiceNow, afilter conditionconsists of three primary components:

Field– The specific column (attribute) in a table that you want to filter by.

Example:State,Priority,Category,Created Date

Operator– Defines the comparison condition between theFieldand theValue.

Example:is, is not, contains, starts with, greater than, less than

Value– The actual data that the filter is looking for.

Example:High (for Priority), New (for State), IT Support (for Category)

Example of a Filter Condition in ServiceNow:If you want to filter Incident records where theStateisNew, the filter condition would be:

Field:State

Operator:is

Value:New

A. Table–

A table is where data is stored, but it isnota component of a filter condition.

Filters are appliedona table but do not include the table itself in the condition.

ServiceNow Docs: Filtering Data in Lists and Reportshttps://docs.servicenow.com/en-US/bundle/utah-platform-user-interface/page/use/using-lists/concept/filtering-lists.html

ServiceNow CSA Official Training Guide (Filtering and Searching Data)

Why the Other Option is Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms thatField, Operator, and Valueare the three core components of a filter condition.

InServiceNow, knowledge articles within aKnowledge Base (KB)aregrouped by categoriesto help users easily find and navigate relevant information.

Hierarchical Structure:

Categories can haveparent-child relationships, allowing forsubcategories.

Example:

Key Features of Knowledge Article Categorization:nginx

CopyEdit

ITSupport

├── Hardware

│ ├── Laptops

│ ├── Printers

├── Software

│ ├── Windows

│ ├── MacOS

Improved Search & Filtering:

Users can filter knowledge articlesby categoryin the Service Portal, Knowledge Management homepage, or in the Global Search.

Permissions & Visibility Control:

Categories can havespecific user criteriato restrict access to certain articles based on roles or groups.

Article Organization & Management:

Knowledge managers canreassign articlesto different categories if needed.

Knowledge Base (KB) articlesare always assigned to acategoryfor structured organization.

Without categories, articles would be unstructured and difficult to locate.

Knowledge Management Overview

Knowledge Management in ServiceNow

Creating and Managing Knowledge Categories

Knowledge Base Categories

Why the Answer is True?References from ServiceNow CSA Documentation:Final Verification:Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.

InServiceNow, theNumber Maintenanceapplication is used toconfigure and modify numbering formats for specific tables. This application allows administrators to control how records are numbered across different modules.

Customization of Number Formats

Administrators can defineprefixes, number sequences, and suffixesfor records in different tables.

Example:INC0001001forIncidents,REQ0002001forRequests.

Resetting or Adjusting Number Sequences

You can manually adjust the numbering sequence if needed.

Example: Resetting incident numbering to start from a specific value.

Supports Multiple Tables

Works for standard tables likeIncidents, Problems, Requests, Change Requests, etc.

Can also be configured forcustom tables.

Application Navigation

Path:

Go toAll → System Definition → Number Maintenance

Locate the table and modify its numbering settings.

Key Features of Number Maintenance:Why Option A (Number Maintenance) is Correct?"Number Maintenance" is the official ServiceNow application for managing number formats per table.

Why Other Options Are Incorrect?B. System Maintenance– Incorrect; no such module in ServiceNow manages numbering formats.

C. Table Maintenance– Incorrect; this does not exist as an application in ServiceNow.

D. Record Maintenance– Incorrect; not a valid ServiceNow feature for modifying number formats.

ServiceNow Docs – Number Maintenance Configurationhttps://docs.servicenow.com

ServiceNow Learning – Customizing Numbering Schemes

ServiceNow System Definition – Number Format Best Practices

References from Certified System Administrator (CSA) Documentation:

InServiceNow, theService Catalogis the primary module where users canorder services and productsoffered by various departments. The Service Catalog provides acentralized portalfor users to browse and requestIT, HR, Facilities, Finance, and other departmental servicesin a structured and automated way.

TheService Catalogis aself-service interfacewhere users can request predefined services, products, and resources.

It acts as adigital storefrontfor an organization's internal and external services.

Each service request follows aworkflowthat may includeapprovals, task assignments, and fulfillment processes.

Service Offerings:

Users can requesthardware (laptops, mobile devices, monitors), software, access permissions, or HR-related services (e.g., PTO requests, onboarding).

Structured Request Fulfillment:

Each request follows aworkflowwith assigned tasks to the appropriate fulfillment teams.

Example: A request for anew laptopis routed toIT Supportfor approval and processing.

Automation and Approvals:

Some catalog items requiremanagerial or departmental approvalsbefore fulfillment.

Example: Requesting access torestricted applicationsmight need approval from anIT admin.

Integration with Incident, Change, and Asset Management:

The Service Catalog can triggerchange requests, incidents, and asset updatesas part of the fulfillment process.

Access Through the Self-Service Portal:

Users can access theService Catalogvia theSelf-Service Portalfor quick and easy navigation.

What is the Service Catalog?Key Features of the Service Catalog:

Why Option A (Service Catalog) is Correct?TheService Catalogis the correct place toorder services and productsoffered by different departments in ServiceNow.

It provides astructured and automatedway to request, approve, and fulfill service requests.

Why Other Options Are Incorrect?B. Self-Service– TheSelf-Service Portalprovides access to the Service Catalog but is not where services are ordered directly.

C. Service Department– No such module exists in ServiceNow. Departments use theService Catalogto provide services.

D. Customer Service– TheCustomer Service Management (CSM)module is forexternal customers, not internal service requests.

ServiceNow Docs – Service Catalog Overviewhttps://docs.servicenow.com

ServiceNow Learning – Self-Service & Service Catalog Best Practices

References from Certified System Administrator (CSA) Documentation:

TheConfiguration Management Database (CMDB)in ServiceNow is a centralized repository that stores information aboutConfiguration Items (CIs), which can includeboth tangible and intangible business assets.

Tangible assets: Physical devices like servers, network components, and workstations.

Intangible assets: Software, applications, cloud services, licenses, and business services.

Relationships and Dependencies: CMDB maintains the relationships between CIs to help with impact analysis, change management, and troubleshooting.

What is Stored in the CMDB?CMDB plays a crucial role inIT Service Management (ITSM), ensuring that organizations haveaccurate and up-to-dateasset data for better decision-making.

(A) The CMDB contains data about tangible and intangible business assets – Correct

TheCMDB tracks and manages both physical (tangible) and virtual (intangible) assets.

Examples oftangible assets: Servers, routers, desktops, mobile devices.

Examples ofintangible assets: Cloud services, software applications, business services.

(B) The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company – Incorrect

Business Rules are not stored in the CMDB.

Business Rules in ServiceNow are part of the platform’s automation framework and control system behavior but donotdefine configuration items.

(C) The CMDB archives all Service Management PaaS equipment metadata and usage statistics – Incorrect

TheCMDB does not function as an archive; it maintains real-time, active data about CIs.

Usage statistics are stored in performance analytics and reporting tools, not in the CMDB.

(D) The CMDB contains ITIL process data pertaining to configuration items – Incorrect

While CMDBsupports ITIL processes, it doesnot store ITIL process datadirectly.

ITIL process data (e.g., incident, problem, change records) is stored inITSM modules, not in the CMDB itself.

CMDBdoes contain CI relationshipsthatsupportITIL processes likeIncident, Problem, and Change Management.

Explanation of Each Option:

CI Classes & Hierarchy: ServiceNow CMDB uses a hierarchical structure with variousCI Classes(e.g.,cmdb_ci,cmdb_ci_server,cmdb_ci_database).

CMDB Health Dashboard: Ensures data accuracy withcompleteness, compliance, and correctnessmetrics.

Relationship Management: CIs in the CMDB are linked to show dependencies, which iscrucial for impact analysisin change and incident management.

Discovery & Service Mapping: ServiceNow’sDiscovery and Service Mappingtools helpautomate CI data collection.

Additional Notes & Best Practices:

ServiceNow Docs: CMDB Overview

https://docs.servicenow.com

ServiceNow Community: Best Practices for CMDB Data Accuracy

https://community.servicenow.com

References from Certified System Administrator (CSA) Documentation:

In ServiceNow, reports can be created from multiple locations within the platform. Reports provide insights into data stored within the system and help visualize trends, patterns, and key performance indicators (KPIs). The two correct locations from which reports can be created are:

ServiceNow allows users to create a report directly from a list view.

This feature is useful when working with records in a table, as it enables quick reporting based on the visible columns.

To generate a report from a list view:

Navigate to a list view (e.g., Incidents, Requests, etc.).

Click on acolumn headingto access the context menu.

SelectBar Chart, Pie Chart, or other visualization optionsto generate an instant report.

If needed, refine the report using the reporting interface.

TheView / Run moduleis the primary location for creating and managing reports in ServiceNow.

It allows users tocreate new reports, modify existing reports, and run pre-built reports.

Users can access theReport Designerfrom this module, where they can configure:

Data sources (tables)

Report type (bar chart, pie chart, trend, etc.)

Filters and conditions

Visualization settings

To access it:

Navigate toReports > View / Runin the Application Navigator.

ClickCreate a Reportto start building a new report.

1. List Column Heading (Correct)2. View / Run Module (Correct)Why the Other Options Are Incorrect:B. Metrics module (Incorrect)

TheMetrics modulein ServiceNow is used to track and measure the performance of records over time, but it isnot used to create reports.

Metrics focus on data such astime to resolution, SLA compliance, and process efficiency, but reporting is handled separately in the Reports module.

C. Statistics module (Incorrect)

ServiceNow does not have a dedicatedStatistics modulefor report creation.

While reports can generate statistical insights, this is done within theView / Run moduleand not a standalone "Statistics module."

When a new table is created inServiceNowby extending another table, it followstable inheritanceprinciples. This means the newly created table (child table) receives all the fields from its parent table. Additionally, the new table can includecustom fieldsthat 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 fieldscannot be removedfrom the child table but can be modified or overridden.

The child table can also have additionalcustom fieldsthat do not exist in the parent table.

Business Rules, Client Scripts, and UI Policies:

Unlike fields, these components arenot automatically inherited.

However, they can still affect the child tableif 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 beexplicitly definedfor the new table.

Access Control Rules (ACLs):

ACLs are not automatically inherited.

Each table in ServiceNow has its own set ofAccess Control Rules, which must be explicitly configured for the child table if different permissions are required.

Database Structure:

The child table creates aone-to-one relationshipwith the parent table, meaningall 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 tableinherits all fieldsfrom the parent table.

The child table can also have its owncustom fields.

Business Rules, Client Scripts, UI Policies, and ACLs arenot automatically inherited, meaning options B and D are incorrect.

The tabledoes not archivethe 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:

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

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

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

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

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

(C) The Order field in the Variable form – Correct

Each variable in a catalog item has anOrder field.

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

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

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

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

Explanation of Each Option:

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

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

ServiceNow Docs: Creating and Configuring Service Catalog Variables

https://docs.servicenow.com

ServiceNow Community Best Practices for Service Catalog Variables

https://community.servicenow.com

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

When creating filters inServiceNow, the elements should be specified in the following order:

Field– The database field (column) that is being filtered.

Operator– The comparison method, such as "is", "contains", "greater than", etc.

Value– The specific data that the filter should match.

Example of a Properly Structured Filter:Imagine filtering a list ofIncidentswhere the priority is high. The filter would be structured as:

Field:Priority

Operator:is

Value:High

is– Matches an exact value

is not– Excludes a specific value

contains– Looks for a partial match

greater than– Finds records with a value greater than the specified one

less than– Finds records with a value less than the specified one

B. Field, Operator, then Condition– Incorrect.

"Condition" is not an individual filter element in ServiceNow; theoperatoralready defines the condition (e.g., "is", "contains").

C. Operator, Condition, then Value– Incorrect.

The field must comefirstto define what data is being filtered. The operator follows next.

D. Value, Operator, then Field– Incorrect.

This is completely reversed; you must specifywhat fieldyou are filtering first before applying conditions.

ServiceNow Product Documentation → Filters and Condition Builder

ServiceNow CSA Study Guide → Data Management and List Filters

ServiceNow List Views → Using Filters and Operators

Common Operators in ServiceNow Filters:Explanation of Incorrect Answers:References from Certified System Administrator (CSA) Documentation:

In ServiceNow,Tables & Columnsis the module that allows administrators to view and managefield settingsfor a table. This module provides a list of tables in the system along with details about theircolumns (fields), data types, and attributes.

Displaysall fields (columns)within a selected table.

Showsdata types, attributes, and configurationsof each field.

Allows admins toadd, modify, or removefields.

Provides details onrelationships between tables(e.g., reference fields, one-to-many relationships).

Navigate to:System Definition > Tables & Columns

Select a table to view itsfield settings.

B. Access Control – Incorrect

This module managessecurity rules (ACLs)for accessing records but does not display table field settings.

C. Columns and Fields – Incorrect

No such module exists in ServiceNow.

D. Tables and Fields – Incorrect

The correct module name is"Tables & Columns", not "Tables and Fields".

ServiceNow Docs: System Definition – Tables & Columns

ServiceNow CSA Study Guide – Table Administration

ServiceNow Product Documentation: Managing Fields in a Table

Key Features of the "Tables & Columns" Module:How to Access Tables & Columns in ServiceNow:Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

In ServiceNow, eachKnowledge Base (KB)can have unique configurations, includinglifecycle workflows, user criteria, category structures, and management assignments. This flexibility allows organizations to manage knowledge articles according to different business needs, departments, or service functions.

Each knowledge base can have a customworkflowthat defines how articles are created, reviewed, published, and retired.

Examples of workflow stages:Draft → Review → Published → Retired.

Workflows ensure proper governance and content accuracy before publishing.

ServiceNow allows administrators to defineUser Criteriato controlwho can read, create, or contributeto a knowledge base.

Example:

IT Knowledge Base is only accessible to users with theITIL role.

HR Knowledge Base is only available toHR employees.

Each knowledge base can have a uniquecategory hierarchyto organize articles efficiently.

Example:

IT KB Categories:Hardware, Software, Network.

HR KB Categories:Benefits, Policies, Payroll.

Different knowledge bases can have different owners or managers.

Example:

IT KB is managed byIT Support Team.

HR KB is managed byHR Admins.

ServiceNow allows multiple knowledge bases with distinct configurations.

Each knowledge base can haveits ownworkflow, user criteria, categories, and managers.

This ensuresflexibility and proper governancein knowledge management.

ServiceNow Docs: Knowledge Management Overview

ServiceNow CSA Study Guide – Knowledge Base Administration

ServiceNow Product Documentation: Configuring Knowledge Bases

Key Aspects of Knowledge Base Customization:1. Unique Lifecycle Workflows2. User Criteria (Access Control)3. Category Structures4. Management AssignmentsWhy "A. True" is the Correct Answer?References from Certified System Administrator (CSA) Documentation:

Service Catalog variables in ServiceNow are used to capture user input when they request catalog items, record producers, or order guides. These variables help customize user interactions and drive automation within Service Catalog workflows.

Key Characteristics of Service Catalog Variables:

Global by Default:

When a Service Catalog variable is created, it isglobal by default, meaning it can beused across multiple catalog itemsunless scoped to a specific item.

This helps inreusabilityof variables across different catalog items, reducing redundancy.

However, administrators candisable the "Global" checkboxif they want the variable to be specific to one catalog item.

Types of Service Catalog Variables:

Variables can besingle-line text, choice lists, reference fields, checkbox, multi-line text, and more.

They allow administrators to collect structured data from users during item requests.

Reusability Across Catalog Items:

Global variables can be used across multiple catalog itemswithout creating duplicate variables.

This is useful when multiple items require the same type of user input (e.g., location, department).

Visibility and Dependency:

ServiceNow allowsUI policiesandcatalog client scriptsto control the behavior of these variables dynamically.

Admins can configurevisibility, mandatory status, or dependenciesbased on user selections.

Explanation of Other Options (Why They Are Incorrect):

Option A (Service Catalog variables can only be used in Record Producers) – Incorrect

While Service Catalog variablescanbe used in Record Producers, they arenot limitedto them.

Variables can also be used inCatalog Items, Order Guides, and Requested Items (RITM).

Option B (Service Catalog variables can only be used in Order Guides) – Incorrect

Service Catalog variablescanbe used in Order Guides, but they arenot restrictedto them.

Order Guides allow multiple items to be ordered together, but variables can be used independently in Catalog Items and Record Producers as well.

Option C (Service Catalog variables cannot affect the order price) – Incorrect

Service Catalog variablescan affect pricingthroughVariable Price Mapping.

If configured, variables (like dropdowns or checkboxes) can be linked to aprice adjustment, impacting the total cost of the request.

For example, selecting "Additional Storage" in a cloud server request could add extra costs dynamically.

Official Reference from ServiceNow Certified System Administrator (CSA) Documentation:

ServiceNow Documentation – Service Catalog Variables: ServiceNow Variables Guide

ServiceNow CSA Exam Guide: Covers Service Catalog fundamentals, including variable behavior and reusability.

TheConfiguration Management Database (CMDB)in ServiceNow is a centralized repository that stores information aboutConfiguration Items (CIs), their attributes, and relationships. It plays a crucial role in IT Service Management (ITSM), helping organizations track assets, dependencies, and service impacts.

Thefour correct concepts associated with the CMDBare:

The CMDB is structured usingtablesandfieldswithin the ServiceNow database.

Different tables store different types ofConfiguration Items (CIs)such as servers, applications, and network devices.

Example CMDB Tables:

cmdb_ci(Base CMDB Table)

cmdb_ci_server(Stores server-specific CIs)

cmdb_ci_database(Stores database-related CIs)

Each table hasfieldsthat store attributes (e.g.,Serial Number, IP Address, Location).

The CMDB is essentially adatabasethat holds detailed information about IT assets and their relationships.

It enables organizations to maintain an accurate inventory of IT infrastructure.

The database helps withincident management, change management, and asset tracking.

Dependency Viewprovides agraphical representationof how Configuration Items (CIs) are related.

This visualization helps IT teamsunderstand dependencies, impact analysis, and root cause analysis.

Example:

If adatabase servergoes down, theDependency Viewcan show which applications and services will be affected.

The CMDB supports variousIT Service Management (ITSM) processes, such as:

Incident Management(linking incidents to affected CIs)

Change Management(analyzing the impact of changes on CIs)

Problem Management(identifying root causes of recurring issues)

The CMDB ensures that these processes operate with accurate and updated asset data.

1. Tables and Fields (Correct)2. A Database (Correct)3. The Dependency View (Correct)4. Service Processes (Correct)

Why the Incorrect Option is Wrong:B. User Permissions (Incorrect)

Whileuser permissions(such as roles and access controls) exist in ServiceNow, they arenot a fundamental concept of the CMDB itself.

Permissions (likecmdb_readoradmin) controlwho can access and modify the CMDB, but they are notcore CMDB components.

AnIT administratorwants to checkwhich business services depend on a specific database serverbefore performing maintenance.

Using theCMDB Dependency View, they see that the database server is linked to anemail serviceand acustomer portal.

This insight helps them plan achange requestto notify impacted users before the server is taken offline.

Example Use Case:

InServiceNow,Access Control Rules (ACLs)define thepermissionsrequired for users to interact with records, fields, or UI actions. ACLs are enforced at thedatabase leveland are evaluatedbefore granting accessto a user.

Access Control rules can be configured usingthree primary permission requirements:

Rolesdefine aset of permissionsassigned to users.

Access Control rules canrequire 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 theitilrole can read theIncidenttable.

Conditional expressionsallow access based on a specified condition.

These conditions areevaluated 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".

Scriptsallow advanced, custom logic to determine access.

ACLs supportserver-side scripts(written in JavaScript) that use thegs.hasRole(),currentobject, 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 provideflexibilityby allowing complex access conditions beyond simple roles or expressions.

C. Assignment Rules(Incorrect)

Assignment Rulesare used toautomatically assign recordsto users or groups based on conditions.

They do not defineaccess control permissions.

E. User Criteria(Incorrect)

User Criteriais used inService CatalogandKnowledge Base (KB)to control access to catalog items or knowledge articles.

It isnot usedfor ACLs at the table/field level.

F. Groups(Incorrect)

Groupsare 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:

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

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

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

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

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

caller_id.email

Here’s how it works:

caller_id→ References thesys_usertable

email→ Retrieves theemail field from the sys_user record

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

caller_id.department.name

caller_id→ References theUser table

department→ References theDepartment table

name→ Retrieves thedepartment name

(A) Table-Walking – Incorrect

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

The correct term for referencing related fields isDot-Walking.

(B) Sys_ID Pulling – Incorrect

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

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

(C) Dot-Walking – Correct

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

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

(D) Record-Hopping – Incorrect

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

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

Explanation of Each Option: