CSA ServiceNow Certified System Administrator Questions and Answers

Questions 4

ServiceNow contains a resource which provides the following:

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

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

What resource do these statements describe?

Options:

Common Services Data Model (CSDM)

Information Technology Service Management (ITSM)

Configuration Management Database (CMDB)

Information Technology Infrastructure Library (ITIL)

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Answer:

Explanation:

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

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

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

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

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

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

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

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

B. Information Technology Service Management (ITSM):

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

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

C. Configuration Management Database (CMDB):

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

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

D. Information Technology Infrastructure Library (ITIL):

ITIL is aset of best practicesfor IT service management.

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

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

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

CMDB and ServiceNow Data Model Best Practices

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

Questions 5

A new Service Desk employee in Latin America complains that the create dates and times are incorrect on their Incident list. What would you suggest to fix this issue?

Options:

Have them clear their cache.

Have them use the gear icon to set the employee’s time zone.

Recommend they use Chrome, instead of Explorer.

Use the system properties to correct the instance’s time zone.

Have them correct the time zone on their computer.

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Questions 6

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

Options:

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

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

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

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

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Questions 7

Access Control rules may provide access security for which of the following database objects?

Options:

For a specific role, group, or user

For a specific row, column, or table

For specific groups

For a specific CMDB Configuration item

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Questions 8

What would NOT appear in the Application Navigator if “service” is typed into the filter field?

Options:

Configuration > Business Services

Self-Service > Knowledge

Service Portal > Widgets

Incident > Assigned to me

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Questions 9

Which module is used as the first step for importing data?

Options:

Coalesce Data

Transform Data

Import Data

Load Data

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Questions 10

Which plugin needs to be activated in order to translate the content of a catalog item to multiple languages?

Options:

Localization Framework plugin(com.glide.localization_framework)

Translation Framework plugin (com.glide.translation_framework)

Multiple Language Framework plugin (com.glide.multiple.language_framework)

Language Al Framework plugin (com .g I id e. language.ai _framework)

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Questions 11

Which one of the following is an accurate list of changes that are captured in an Update Set?

Options:

Changes made to tables, forms, schedules, and client scripts

Changes made to tables, forms, views, and fields

Changes made to: tables, forms. Business Rules, and data records

Changes made to: tables. forms groups, and configuration items (Cls)

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Questions 12

What is NOT an example of a UI Action?

Options:

Form buttons

list Buttons

Filter applications in order of use

Quickly navigate to applications and modules

Collapse and expand applications

List applications In order of Top Requests

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Questions 17

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

Options:

snc_abc

abc

u_abc

sys_abc

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Questions 18

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

Options:

Select Normal role

Log out and back in

Use System Administration > Normal Security module

Select Global Update Set

End Impersonation

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Questions 19

How do you make a list filter available to everyone?

Options:

Make active, set visibility, and save

Assign a name, set visibility, and save

Assign a group, set visibility, and save

Make active, assign a name, and save

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Questions 20

When designing a flow, how do you reference data from a record, in that flow?

Options:

Drag the table icon onto the flow definition

Use the condition builder to specify the desired values

Specify the source table on the data pill related list

Drag the data pill onto the flow definition

Add the table reference using the slush bucket

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Questions 21

What is an Event in ServiceNow?

Options:

An Event is a trigger that has a direct response in the platform

An Event is an indication to the ServiceNow processes that something has occurred

An Event is an indicator that a Priority 1 (P1) Incident has been logged

An Event is a recognized, scheduled occurrence of a process

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Answer:

Explanation:

InServiceNow, anEventis a system-generatednotificationthatindicates an occurrence within the platform. Events are triggered automatically or manually whenspecific conditionsare met and can be used to initiatenotifications, business rules, workflows, or integrations.

Events Indicate That Something Has Happened

Example: When anIncident is assigned, an event like"incident.assigned"can be triggered.

These eventsdo not execute actions themselves, but theynotify other processesto take action.

Events Are Stored in the [sys_event] Table

TheEvent Log(System Policy > Events > Event Log) records all generated events.

Administrators can monitorwhat events were triggered, their sources, and timestamps.

Events Can Be Used for Notifications & Workflows

Example: An event"incident.closed"can be configured to send a"Thank You" emailto the requester.

Example: A custom event"task.overdue"can be used to trigger a workflow escalation.

Eventssignal that something has happened, allowing other processes (like email notifications or workflows) to react.

Theydo not execute actions themselvesbut notifyscripts, business rules, or workflows.

Key Characteristics of Events in ServiceNow:Why is "B. An Event is an indication to the ServiceNow processes that something has occurred" the Correct Answer?

A. "An Event is a trigger that has a direct response in the platform"→Incorrect

Events themselvesdo not trigger direct responses; they onlynotify the systemabout occurrences.

The system must beconfigured to respond to an event(e.g., via aBusiness Rule, Notification, or Script Action).

C. "An Event is an indicator that a Priority 1 (P1) Incident has been logged"→Incorrect

While ServiceNowcan generate an event when a P1 Incident is logged, events arenot limited to incidents.

Events apply toall ServiceNow processes(incidents, changes, tasks, etc.).

D. "An Event is a recognized, scheduled occurrence of a process"→Incorrect

Eventsare not scheduled; they aretriggered by system activities(e.g., record updates, conditions met).

Scheduled Jobs or Scheduled Scripts handletime-based automation, not events.

Why the Other Options Are Incorrect?

Navigate to:System Policy > Events > Event Log

Review the event records, including event names, sources, and timestamps.

Navigate to:System Policy > Events > Registryto see predefined event names.

UseEvent Registryto create new events that triggernotifications or workflows.

How to View and Use Events in ServiceNow?

ServiceNow Docs: Events in ServiceNowhttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/events/reference/r_Events.html

ServiceNow CSA Official Training Guide (Event Management & Notifications)

References from Certified System Administrator (CSA) Documentation:This confirms that"An Event is an indication to the ServiceNow processes that something has occurred"is the correct answer.

Questions 22

What is a sys_id?

Options:

Unique 32-character identifier that is assigned to every record

A client-side Business Rule

A server-side Business Rule

Unique 64-character identifier that is assigned to every record

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Questions 23

A new service catalog item is being developed, but should only be visible to managers inside the HR Department. What method would you use to fulfill this requirement?

Options:

Specify the Dept_Mgr role on the catalog content block

Add the Department Manager group to the catalog item’s user criteria

Add the Department Manager group to the catalog item’s ACL

Only publish the item in the HR service catalog

Use a Dept_Mgr ACL on the HR service catalog

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Questions 24

The ServiceNow Virtual Agent provides assistance within a messaging interface. Which capability allows end users to configure virtual Agent to intercept and help resolve submitted incidents?

Options:

Incident Auto-Resolution

Ticket Resolver

Virtual Agent Helper

Web Intelligence

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Questions 25

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

Options:

Business Rule

Workflow

Log entry

Knowledge article publication

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Questions 26

What is the purpose of a Data Policy?

Options:

Data Policies enforce security

Data Policies standardize data in Update Sets

Data Policies enforce data consistency

Data Policies apply to lists to standard data

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Answer:

Explanation:

In ServiceNow,Data 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:

Questions 27

An IT manager is responsible for the Network and Hardware assignment groups, each group contains 5 team members. These team members are working on many tasks, but the manager cannot see any tasks on the Service Desk > My Groups Work list. What could explain this?

Options:

The Service Desk > My Groups Work list shows active work tasks that are not yet assigned.

The manager does not have the itil role.

The manager is not a member of the Service Desk group.

The manager is not a member of the Network and Hardware groups.

The Assignment Group manager field is empty.

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Answer:

Explanation:

In ServiceNow, the"Service Desk > My Groups Work"module is designed to display tasks assigned to a groupbut not yet assigned to an individual user.This means that even if an IT manager oversees theNetworkandHardwareassignment groups, they will not see any tasks in this listif all tasks have already been assigned to specific individualswithin the group.

Let’s break down whyoption Ais the correct answer and why the other options are incorrect:

The"My Groups Work"list only shows tasks that are assigned to thegroupbut have not been assigned to a specificindividualwithin the group.

If all tasks are assigned to specificteam members, then the manager will not see any tasks in this list.

The IT manager can verify this by navigating to theTask List(e.g., Incidents, Changes, or Requests) and filtering by theNetworkandHardwareassignment groups.

Explanation for Correct Answer (A):

Theitil roleallows users toview, create, update, and resolve incidents, changes, problems, and other ITSM tasks.

However, not having this role wouldrestrict accessto various ITSM functionalities, but itdoes notimpact whether tasks appear inMy Groups Work.

If the manager lacks theitilrole, they might have trouble accessing or modifying tasks, but this wouldn't explain why they don’t see anything in the list.

TheService Desk groupis a separate entity in ServiceNow, typically associated with incident handling and user support.

TheMy Groups Workmodule isnot restricted to the Service Desk group—it displays work assigned toany groupthe user belongs to.

Since the manager is responsible for theNetwork and Hardwaregroups, being part of theService Deskgroup is irrelevant.

If the manager wasnot a memberof these groups, they wouldn't seeany group-related tasksat all.

However, the question states that the manager isresponsible for these groups, so it’s reasonable to assume they are either a member or at least agroup managerwith visibility.

Even if they were just a manager and not an officialgroup member, they would still be able to see the tasks assigned to the groups.

TheAssignment Group managerfield is an informational field that indicates who manages a group.

This fielddoes not controlwhat is displayed in theMy Groups Workmodule.

Even if this field were empty, it wouldn’t prevent a manager (who is a group member) from seeing unassigned tasks.

Explanation for Incorrect Answers:(B) The manager does not have the itil role.(C) The manager is not a member of the Service Desk group.(D) The manager is not a member of the Network and Hardware groups.(E) The Assignment Group manager field is empty.

ServiceNow CSA Guide - User Interface and Navigation

ServiceNow ITSM Fundamentals - Incident and Task Management

ServiceNow Role-Based Access Controls and Group Management

ServiceNow KB Articles - My Groups Work Module

References to Official Certified System Administrator (CSA) Documentation:

Questions 28

What needs to be specified, when creating a Business Rule? (Choose four.)

Options:

UI action

Table

Fields to update

Who can run

Script to run

Application scope

Update set

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Answer:

B, E, H, I

Explanation:

ABusiness Rulein ServiceNow is aserver-side scriptthat executes when records are inserted, updated, deleted, or queried in a specified table. Business Rules allow automation and customization of workflows by defining logic that runs under specific conditions.

Table (B) –Correct

ABusiness Rulemust be associated with aspecific tablewhere it will execute (e.g., Incident, Change, Task).

This determineswhich recordsthe rule applies to.

Script to Run (E) –Correct

A script must be provided when defining advanced logic in a Business Rule.

Business Rules useserver-side JavaScriptto perform various actions, such as setting field values, enforcing validation, or triggering workflows.

Timing (H) –Correct

The execution timing of a Business Rule determineswhenit runs relative to a database transaction.

Business Rules can run:

Before(before record is saved)

After(after record is saved)

Async(after the transaction completes)

Display(when a form loads)

Condition to Evaluate (I) –Correct

Conditions definewhen the Business Rule should executebased on specific criteria.

Example: A Business Rule might runonly when the priority is set to High.

A. UI Action(Incorrect)

UI Actions (buttons, links, context menus) are separate from Business Rules and are used for UI customization.

C. Fields to update(Incorrect)

While Business Rules can update fields,you do not specify "fields to update" as a required setting. Instead, updates are made via scripts within the rule.

D. Who can run(Incorrect)

Business Rulesalways run on the server-sideand do not require user-specific execution settings.

F. Application Scope(Incorrect)

Although Business Rules belong to an application scope, this isautomatically determinedbased on the current application.

G. Update Set(Incorrect)

Business Rules arecaptured in an Update Set, but this is not a configuration setting while creating the rule.

ServiceNow Business Rules Overview:https://docs.servicenow.com/bundle/utah-application-development/page/script/server-scripting/concept/business-rules.html

Creating Business Rules:https://docs.servicenow.com/en-US/bundle/utah-application-development/page/script/server-scripting/task/t_CreateABusinessRule.html

Key Elements to Specify When Creating a Business Rule:Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:

Questions 29

Which fields can be configured in reporting to perform arithmetic, coalesce, concatenation, and length?

Options:

Sourcing fields

Function fields

Computational fields

Calculation fields

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Questions 30

Which plugin allows users to install multiple applications, application-customizations. or plugins at once?

Options:

Application Integration and Plugin Delivery (A1PD) SpokeBatch Install

Continuous Integration and Continuous Delivery (CICD) SpokeBatch Install

Multiple Integration and Process Delivery (MIPD) SpokeBatch Install

Quick Integration and Multiple Delivery (QIMD) SpokeBatch Install

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Questions 31

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

Options:

Virtual Agent Help

Local Action Help

Help Panel

Flow Assistant

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Questions 32

What are the steps to retrieve an Update Set?

Options:

Verify Update Set is Complete, Retrieve, Preview, Apply

Verify Update Set is Complete, Test Connection, Apply

Verify Update Set is Complete, Test Connection, Commit

Verify Update Set is Complete, Retrieve, Preview, Commit

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Answer:

Explanation:

AnUpdate Setin ServiceNow is a mechanism used tocapture configuration changes(such as UI policies, business rules, client scripts, and more) from one instance and move them to another. This ensures that customizations and modifications can be transferred across different ServiceNow instances efficiently.

The process ofretrieving an Update Setfrom another instance follows these key steps:

Verify Update Set is Complete

Before moving an Update Set, it must be marked asCompleteto ensure that all related changes are included.

Navigate toSystem Update Sets > Local Update Setsand confirm that the status is set toComplete.

If the status isIn Progress, the Update Set cannot be retrieved.

Retrieve Update Set

In thetarget instance, navigate toSystem Update Sets > Retrieved Update Sets.

Click"Retrieve Update Set"and provide the remote instance’s URL where the update set exists.

The system will fetch the Update Set from the source instance.

Preview Update Set

Before applying changes, ServiceNow provides apreview optionto check for potential errors or collisions with existing customizations.

Click"Preview Update Set"to initiate validation.

The preview will highlight any skipped records, collisions, or missing dependencies.

Commit Update Set

If the preview is successful (i.e., no critical errors), click"Commit Update Set"to apply the changes to the instance.

Once committed, the changes in the Update Set will be merged into the system's configuration.

"Commit" is the correct final step– after previewing, the Update Set must becommittedto take effect.

"Apply" is incorrect– ServiceNow does not use "Apply" in the Update Set process; instead, it uses "Commit."

"Test Connection" is not part of the Update Set retrieval process– it is relevant forMID Server connectivitybut not for Update Sets.

Why the Correct Answer is "D. Verify Update Set is Complete, Retrieve, Preview, Commit"Thus, the correct sequence is:

✔Verify Update Set is Complete → Retrieve → Preview → Commit

ServiceNow CSA Official Documentation– Update Set Management

ServiceNow Docs - Update Sets(Search for "Update Set Lifecycle")

ServiceNow Community Best Practices on Update Sets

ServiceNow Community(Search for "Best Practices for Update Sets")

ServiceNow Learning Portal - Admin Fundamentals

Available via ServiceNow Now Learning Platform(Look under "Instance Configuration" and "Update Sets")

References from Certified System Administrator (CSA) Documentation:

Questions 33

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

Options:

Make sure the latest flows are activated.

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

Impersonate the requester to ensure the form works.

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

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

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

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Answer:

A, C, D

Explanation:

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

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

ServiceNowflow designerallows admins to create and manageapproval flowsfor catalog items.

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

C. Impersonate the requester to ensure the form works.

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

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

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

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

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

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

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

Thecorrect methodis using theimpersonatefeature.

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

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

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

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

Admin accountsoverride approval workflowsand do not provide an accurate test.

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

ServiceNow Flow Designer - Approval Workflow Testing Best Practices

ServiceNow Impersonation Feature for User Testing

ServiceNow ITSM - Catalog Item Testing & Validation

References to Official Certified System Administrator (CSA) Documentation:

Questions 34

What are three security modules often used by the System Administrator? (Choose three.)

Options:

System Properties > Security

Utilities > Migrate Security

System Security > Security

Self-Service > My Access

System Security > Access Control (ACL)

Password Management > Security Questions

System Security > High Security Settings

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Answer:

A, E, G

Explanation:

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:

Questions 35

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

Options:

Data Policies run only after Ul Policies run successfully

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

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

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

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Answer:

Explanation:

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

Key Differences Between UI Policies and Data Policies:Feature

UI Policy

Data Policy

Scope

Worksonly on formsin the user interface (UI)

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

Execution

Runsclient-sidein the browser

Runsserver-sideon the database

Purpose

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

Enforcesmandatory and read-only fieldsat thedatabase level

Applies to

Userinteractions on forms

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

Conversion

Can be converted into Data Policies

Cannot be converted into UI Policies

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

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

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

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

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

Why Other Options Are Incorrect:

ServiceNow Documentation:UI Policies vs. Data Policies

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

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

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

Questions 36

Which icon would you double click, to expand and collapse the list of all Applications and Modules?

Options:

Star

Clock

Application

Funnel

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Questions 37

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

Options:

Task [task]

Assignment [assignment]

Service [service]

Workflow [workflow]

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Questions 38

Access Control rules are applied to a specific table, like the Incident table. What is the object name for a rule that is specific to the Incident table and the Major Incident field?

Options:

Incident.Major_Incident

incident=>major_incident

incident<=>major_incident

incident||major_incident

incident.major_incident

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Questions 39

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

Options:

UI Policies

UI Settings

UI Actions

UI Config

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Questions 40

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

Options:

an action

a spoke

a connection

an integration step

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Questions 41

When impersonating a user for testing purposes, what is the best way to return the instance, logged in with your user account?

Options:

Turn your computer off and on again

Clear browser cache

End Impersonation

Log out and back in

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Questions 42

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

Options:

personal ize.control

personal_list

ul_page_admin

ui_action_admin

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Questions 43

Which one of the following statements is true?

Options:

When an incident form is saved, all the Work Notes field text is recorded to the Activity Log field

When an incident form is saved, the Work Notes field text is overwritten each time work is logged against the incident

When an incident form is saved, the impact field is calculated by adding the Prion:, and Urgency values

When an Incident form is saved, the Additional Comments field text is cleared and recorded to the Work Notes section

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Questions 44

What field contains a record’s 32-character, unique identifier?

Options:

sn_rec_id

rec_id

u_id

sys_id

sn_gu_id

sn_sys_id

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Questions 45

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

Options:

Feature

Guided boards

Flexible

Freeform

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Questions 46

What is a no-code approach to control the mandatory or read-only state of a form field?

Options:

UI Action

Client Script

UI Script

UI RuIe

UI Policy

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Questions 47

What are the three components of a filter condition?

Options:

Field. Operator and Value

Condition. Operator, and Value

Field, Condition, and Value

Variable, Field, and Value

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Questions 48

Which tool should be used to populate commonly used fields in a form?

Options:

Template

Reference Qualifier

Formatter

Assignment Rule

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Answer:

Explanation:

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:

Questions 49

You are showing your customer a new form that you have created for their new application. They would like to add a field to the form. Where could you do that? (Choose two.)

Options:

Select Fields and Columns module

Right click on form header, select Configure > Form Layout

Click on context menu, select Configure > Form Designer

Select Field Class Manager module

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Questions 50

The ServiceNow platform supports a wide variety of plus-and-play application. You can choose from the included workflow or build your own workflow. Which of following these workflows are included in the platform?

Options:

Employee Workflows

Infrastructure Workflows

Federal Workflows

Manufacturing Workflows

Customer Workflows

IT Workflows

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Questions 51

A customer has asked for the following updates to a form:

* Make Resolution code mandatory, admin state is changed to Resolved.

* Hide major incident check box, unless logged in user has Major incident Manager role

What type of rules (s) would you use to implement this requirement?

Options:

Dictionary Design

Field Limiter

UI Policy

UI Design

Form Constraint

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Questions 52

What do you click when you have made modification to your report, and your want to see the results without saving?

Options:

Execute

Try ir

Run

Test

Preview

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Questions 53

There is a basic strategy when creating a Utils Script Include. Identify the step that does not belong.

Options:

Script the function(s)

Create a class

Create a prototype object from the new class

Identify the table

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Questions 54

Which items are valid Ul Action types in ServiceNow?

Choose 3 answers

Options:

List banner button

Record navigation button

Workflow action

Form button

Form choice

List choice

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Questions 55

On a list, what does each row show?

Options:

A filter

A record

A table

A field

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Questions 56

In an Email Notification, which one of the following is NOT true for the Weight field?

Options:

Only Notifications with the highest weight for the same record and recipients are sent

A Weight value of zero means the Notification is always sent when the Notifications When to send criteria is met

The Weight value defaults to zero

A Weight value of zero means that no email should be sent

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Questions 57

What are advantages of using spokes for integrations? Choose 3 answers

Options:

Reduces the need for code

Features scale and control mechanisms

Free spokes are available in the ServiceNow Store

Ensures discoverability and reuse

Automated event management

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Questions 58

Which is an example of when an application might use a Scheduled Script Execution (Scheduled Job)?

Options:

The application needs to run a client-side script at the same time every day.

To validate form input fields before a record is submitted.

The application needs to query the database every day to look for unassigned records.

To display a custom welcome message when a user logs in.

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Questions 59

What does Natural Language Query allow you to do on a list?

Options:

Automatically select a filter, based on keywords

Filter list by typing in a phrase

Predict the filter desired by the user

Speak to the condition builder

Set list filter, using audible commands

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Questions 60

What action will allow you to personalize layouts of columns in a list?

Options:

ClickGear icon > Personalize window options > Select the appropriate columns

Select the column to be personalized >ClickEdit icon (Penal) > Choose me options to personage

Context Menu> View > Personalize

Select the column to be personalized and right at the header > Choose the options to personalize

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Questions 61

Which role can manage multiple knowledge bases?

Options:

knowledge_base_admin

kb_admin

sn_kb_admin

knowledge_admin

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Questions 62

What feature do you use to specify which users are able to access a Service Catalog Item?

Options:

Can Read Role

Catalog User Role

Can Order Tab

User Criteria

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Questions 63

When a flow runs an action, it generates a runtime value, which stays the same for the duration of the flow. What is the name of this runtime value?

Options:

Trigger runtime value

Sequence runtime value

Starting runtime value

Data pill runtime value

Input runtime value

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Questions 64

What actions art taken to filter a long list of records to show only those which have “email” Short Description?

Options:

ClickList Magnifier to expand column search. on Short Description type %email. click enter

ClickList Magnifier to expand column search, on Short Description, type email, click enter

On Search box. select text, type email, click enter

ClickList Magnifier to expand column search, on Short Description type 'email, dick enter

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Questions 65

Which actions can you take to open the Context Menu on a list, form, or column? (Choose 2 answers)

Options:

Select the Context Menu icon

Double click on the list, form, or column heading

Use Ctrl+M command

Right-click on the list, form, or column heading

Select the Context Menu related link

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Questions 66

To apply a UI Policy to all views, which field should be set to true in its definition record?

Options:

Inherit

Reverse if false

On lowed

Global

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Questions 67

What feature allows, you to limit who is able to contribute or read knowledge within a knowledge base?

Options:

Security hardening

Security posture console

Security scanner

Customer actions

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Questions 69

Which best describes a field in a SeniceNow table?

Options:

A field is a table cell that stores data

A field is a table row

A field is an item that appears in a menu list

A field is a record in a table

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Questions 70

Roles can inherit permissions from other roles. Which role inherits all of the permissions of the catalog role and the user_critena_admm roleplus has permissions to create Items and Services?

Options:

item Admin [sn_item_admin]

SysAdmin[sys_admln]

Catalog Admin[catalog_admin]

Catalog Auinor (sn_cataiog_write]

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Questions 71

In Flow Designer, where is the data from an action stored so it can be used in subsequent actions in the flow?

Options:

Field Icon

Field Value

Data Pill

Data Element

Data Trigger

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Questions 72

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

Options:

Create a custom table

Create a Report Template

Create a Database View

Export the tables to a spreadsheet

Create a Report Source

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Questions 73

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

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

Options:

Additional Info

More Info

Options:

Duplicate the selected form view

Add a new module

Create a database index

Schedule a job

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Questions 75

You have an existing customer, who is using workflows for their catalog items. Their existing purchasing policy is to require approval for any request that totals over 31000. However, management wants to change the approval threshold to 31500. Which

workflow would you update to make this change?

Options:

Services Approval Processing

6 Services Catalog Item Request

Service Catalog Request

Purchasing Process Flow

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Questions 76

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

Options:

Star

Triangle

Pencil

Clock

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Questions 77

As administrator, what must you do to access feature of High Security Settings?

Options:

Select Elevate Roles

Add security_admin role to your user account

Impersonate Security Admin

Use System Administrator < Elevate Roles module

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Questions 78

Which client-side scripts apply to Record Producers?

Choose 2 answers

Options:

fix Scripts

Ul Scripts

Catalog Client Scripts

Catalog Ul Policies

Record Producer Policies

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Questions 79

An IT user calls the service desk because they need to work on task records. All they can see is Self Service on their homepage when they login to the

ServiceNow instance. What issue could explain this?

Choose 2 answers

Options:

Their user account failed LDAP authentication

Their user account is not logged in properly

Their user account was not approved by their manager

Their user account does not have itil role

Their user account does not belong to any groups, which contain the itil role

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Questions 80

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

Parent-Child Approvers.

Approval Chains

Flows

Approval Criteria

Approver Delegates

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Questions 84

Which admin role is required to make changes to High Security Settings?

Options:

high_sec_admin

security.admin

admin

sn_acl_admin

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Questions 85

What capability allows users to create dashboards with widgets to visualize data over time in order to identify areas of improvement?

Options:

Analytics Reports

Performance Analytics

Scheduled Reports

Reporting

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Questions 86

What would you do, on a list, if you wanted to show the records in groups, based on the column category? (Choose two.)

Options:

On list Context Menu, select Group By > Category

On the Filter Menu, select Group By > Category

Click Group On icon, select Category

On Navigator Filter, type tablename.group.category and press enter

On the Category column title, click Context menu > Group By Category

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Questions 87

When importing spreadsheet data into ServiceNow, what is the first step in the process?

Options:

Create Import Set

Run Data Scrubber

Set Coalesce

Define Data Source

Select Import Set

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Questions 88

Which applications allow administrators to create and distribute data visualizations?

Choose 2 answers

Options:

Performance Analytics

Data Visualizations

Indicators

Reports

Analytics Center

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Questions 89

What is the REST API Explorer used to do?

Options:

Find resources on the web for learning about REST

Practice using REST to interact with public data providers

Create sample code for sending REST requests to ServiceNow

Convert SOAP Message functions to REST methods

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Questions 90

A customer requests the following data quality measures be added:

1. Incident numbers should be read-only on all lists and forms, for all users.

2. Short Description field should be mandatory, on all records, across all applications, on insert.

Which type of policy would you use to meet this requirement?

Options:

Data policy

Dictionary Design Policy

Data Quality Policy

Field Criteria Policy

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Questions 91

When selecting the Target table for an import, which tables can you select?

Choose 3 answers

Options:

Tables within the global scope

Tables within the existing application scope

Tables outside of ServiceNow

Tables which allow write access to other applications

Related tables, using Dot Walk

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Questions 92

What are the main components of the Form Design interface? (Choose three.)

Options:

Field Layout

Page Header

Field Navigator

Field Picker

Form Layout

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Questions 93

What is the role of form annotations within Table Builder?

Options:

To create new form views

To provide additional information on each field

To rearrange fields in a form

To add visual appeal with colors in the designer

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Questions 94

A customer wants to be able to identify and track components of their infrastructure that support their ecommerce service. What ServiceNow products could support this requirement?

Choose 3 answers

Options:

Performance Analytics

Configuration Management (CMDB)

Financial Management

Discovery

Service Mapping

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Questions 95

Tables may be set up with Many to Many relationships. What is a classic example of a scenario where the tables would have many to many relationships?

Options:

Requests can contain many items; and Items can be any item from the catalog.

Vendors can sell multiple products; and products can be sold by multiple vendors.

A Task can trigger many Workflows; and a Workflow can trigger many Tasks

A Configuration Item can belong to multiple Classes; and Classes can contain multiple Configuration Items.

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Questions 96

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

* Requested for

*Requested by

* Approving manager

* Delivery instructions

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

Options:

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

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

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

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

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

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Questions 97

ServiceNow contains over 25 different report types. What are some of the types?

Choose 5 answers

Options:

Pie

Speedometer

Odometer

Thermometer

Horizontal Bar

Semi-Donut

Donut

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Questions 98

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

Options:

One Approval can have many Requests

One Request can have many Requested Items

One Requested Item can have many Approvals

One Requested Item can have many Catalog Tasks

One Cart can have many Requests

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Answer:

B, C, D

Explanation:

In theServiceNow Service Catalog module, tables have aOne-to-Many (1:M) relationship, meaning a single record in one table can relate to multiple records in another table. This is especially important for handling Service Catalog requests, as multiple items, approvals, and tasks may be associated with a single request.

One Request can have many Requested Items (REQ → RITM)

ARequest (REQ)is a container for multipleRequested Items (RITM).

When a user submits a catalog request, multiple items (such as a laptop and a phone) can be ordered in the same request.

Table Relationship:sc_request(Request) →sc_req_item(Requested Item)

One Requested Item can have many Approvals (RITM → Approval)

SomeRequested Items (RITM)require approval before being fulfilled.

For example, a laptop purchase might need approvals from both the IT department and a manager.

Table Relationship:sc_req_item(Requested Item) →sysapproval_approver(Approval)

One Requested Item can have many Catalog Tasks (RITM → SCTASK)

ARequested Item (RITM)can generate multipleCatalog Tasks (SCTASK)for different fulfillment teams.

For example, if an employee requests a new laptop, one task might go to IT to set it up, while another goes to finance for cost approval.

Table Relationship:sc_req_item(Requested Item) →sc_task(Catalog Task)

Breakdown of Correct Answers:Incorrect Answers Explanation:A.One Approval can have many Requests

Approvals do not relate to multiple requests. Instead, a request may contain multiple approvals.

E.One Cart can have many Requests

TheCartis only a temporary storage of items before checkout. Once submitted, it generates asingle Request (REQ), not multiple requests.

ServiceNow Product Documentation→ "Understanding Service Catalog Tables and Relationships"

ServiceNow Data Model→ "Request, Requested Item, and Catalog Task Relationships"

References from Certified System Administrator (CSA) Documentation:

Questions 99

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

Options:

Form

List

Dashboard

Timeline

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Questions 100

On a form, which type of Geld has this icon which can be clicked, 10 S00 a preview of the associated record?

Options:

Drilkdown

Lookup

Quickview

Preview

Snapshot

Reference:

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Questions 101

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

Options:

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

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

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

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

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Answer:

Explanation:

ServiceNow uses a hierarchical structure to manageService Catalog requests:

REQ (Request Record)

TheRequest (REQ#)is theparent recordthat represents the entire service request submitted by a user.

It groups all requested items and their associated tasks.

Found in thesc_requesttable.

RITM (Requested Item Record)

TheRequested Item (RITM#)is the specificcatalog itemordered by the user within a request.

A singleREQcan have multipleRITMsif the user ordered multiple items in a single request.

Found in thesc_req_itemtable.

TASK (Catalog Task Record)

TheTask (TASK#)is the individual fulfillment action required to complete the requested item.

A singleRITMcan have multipletasks, each assigned to different fulfillment teams.

Found in thesc_tasktable.

Why Answer "C" is Correct:✔️REQ (Number) > RITM (Number) > TASK (Number)

This is thecorrect pathbecause it follows theServiceNow fulfillment structure:

REQ (Request)– Tracks the entire request.

RITM (Requested Item)– Tracks individual items within the request.

TASK (Catalog Task)– Tracks the specific tasks needed to complete the requested item.

This path allows an administrator to drill down from the overallRequest (REQ#)to individualRequested Items (RITM#)and finally to theTasks (TASK#)assigned to fulfill those items.

Why the Other Answers Are Incorrect:A. RITM (Number) > REQ (Number) > PROCUREMENT (Number)

Incorrectbecause theREQ# (Request) comes firstbefore the RITM# (Requested Item).

Also,PROCUREMENT#is not always part of the fulfillment flow unless the item requires procurement (e.g., purchasing hardware).

B. REQ (Number) > RITM (Number) > PROCUREMENT (Number)

Incorrectbecausenot all requests involve procurement.

The last step should beTASK (sc_task), notPROCUREMENTunless it's a procurement-related request.

D. FULFILLMENT (Number) > RITM (Number) > TASK (Number)

Incorrectbecause"FULFILLMENT" is not a standard record typein ServiceNow.

The correct hierarchy starts withREQ# (sc_request), not "FULFILLMENT."

ServiceNow CSA Study Guide – Service Catalog & Request Fulfillment

ServiceNow Docs: Request Fulfillment Process(ServiceNow Documentation)

ServiceNow Tables & Data Model (sc_request, sc_req_item, sc_task)

References from the Certified System Administrator (CSA) Documentation:

Questions 102

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

Options:

read-only

write-only

Necessary

Mandatory

Empty

Hidden

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Questions 103

Which of the following allows a user to edit field values in a list without opening the form?

Options:

Data Editor

Edit Menu

List Editor

Form Designer

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Questions 104

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

Options:

Order Guides restrict the number of items in an order to only one item per request

Order Guide provide a list of guidelines for Administrators on how to set up item variables

Order Guide provide the ability to order multiple, related items as one request

Order Guides take the user directly to the checkout without prompting for information

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Answer:

Explanation:

InServiceNow Service Catalog, anOrder Guideis a feature that allows users toorder multiple, related catalog items in a single request, simplifying the ordering process.

Helps usersrequest multiple items togetherinstead of submitting separate requests.

Ensures that related items are grouped logically (e.g., when onboarding a new employee, an Order Guide can include a laptop, software licenses, and access to required applications).

Usesvariables and rulesto pre-fill certain values and guide users through the ordering process.

Reduces the number of individual requests and makes fulfillment more efficient.

Purpose of an Order Guide:

(A) Order Guides restrict the number of items in an order to only one item per request – Incorrect

This isnot truebecause Order Guides allow users to requestmultiple itemsat once.

Asingle request (REQ#) is generatedthat contains multiple Requested Items (RITMs).

(B) Order Guides provide a list of guidelines for Administrators on how to set up item variables – Incorrect

Order Guides are forusers, not just administrators.

Theydo not provide setup guidelines; instead, they simplify ordering for end-users.

This is theprimary functionof an Order Guide.

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

Example:Employee Onboarding Order Guide

Laptop

Email account

VPN access

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

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

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

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

Explanation of Each Option:

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

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

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

Example Use Cases:

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

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

Additional Notes & Best Practices:

ServiceNow Docs: Order Guides Overview

https://docs.servicenow.com

ServiceNow Community: How to Configure an Order Guide

https://community.servicenow.com

References from Certified System Administrator (CSA) Documentation:

Questions 105

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

Options:

Roles can contain other roles, when you are assigned a role, you inherit all the roles within that role

Users can click on the Personalize Role feature to try different roles

A role is granted to a user by the System Administrator

Each user has a role in the ServiceNow platform

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Questions 106

Which of the following concepts are associated with the ServiceNow CMDB? (Choose four.)

Options:

Service Processes

User Permissions

Tables and Fields

A Database

The Dependency View

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Answer:

A, C, D, E

Explanation:

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:

[References:ServiceNow Documentation: CMDB Overview, ServiceNow Learning Path: CMDB Fundamentals, ServiceNow Docs: Dependency Views in CMDB, , , , ]

Questions 107

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

Options:

Banner Navigator

Banner Frame

Application Frame

Application Navigator

Content Menu

Content Frame

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Questions 108

Which of the following can be customized through the Basic Configuration UI 16 module? (Choose three.)

Options:

Banner Image

Record Number Format

Browser Tab Title

System Date Format

Form Header Size

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Answer:

A, C, D

Explanation:

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.

Questions 109

What defines conditions that are evaluated against users to determine which users can create, read, write, and retire knowledge articles.

Options:

User conditions

User info

User Criteria

User permissions

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Answer:

Explanation:

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:

Questions 110

Which one of these applications is available to all users?

Options:

Change

Incident

Facilities

Self-Service

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Questions 111

What is the platform name for the User table?

Options:

u_users

sys_users

x_users

sys_user

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Questions 112

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

Options:

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

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

It displays actions related to viewing and filtering the entire list

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

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Answer:

Explanation:

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

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

Create Quick Reports

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

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

Configure the List

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

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

Export Data

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

Example: Exporting all incidents assigned to a particular group.

Key Features of Column Context Menus:

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

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

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

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

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

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

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

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

Navigate toIncident > All.

Right-click on thePrioritycolumn header.

A menu appears with options such as:

Sort (Ascending/Descending)

Group By This Field

Create Report

Export Data

Configure List Layout

Example of Using a Column Context Menu in ServiceNow:

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

Questions 113

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

Options:

Flag article

Review

Bookmark

On Hold

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Questions 114

A Service Catalog may include which of the following components?

Options:

Order Guides, Exchange Rates, Calendars

Order Guides, Catalog Items, and Interceptors

Catalog Items, Asset Contracts, Task Surveys

Record Producers, Order Guides, and Catalog Items

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Answer:

Explanation:

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.

[References:ServiceNow CSA Documentation: Service Catalog Overview, ServiceNow CSA Learning Path: Service Catalog Fundamentals, ServiceNow Product Documentation: Order Guides & Record Producers, , ]

Questions 115

What are the 5 provided Roles by ServiceNow?

Options:

System Administrator: The admin role provides access to all platform features, applications, functions and data.

Specialized Administrator: Specialized administrator roles manage specific functions or applications, such as Assignment Rules, Knowledge base, reports, or web services

Fulfiller: Users with the ITIL role may fulfill ITIL activities associated with the ITIL workflow, including Incident and Change management.

Approver: Users with the Approver user role can perform all requester actions and may view or modify approval records directed to the approver

Requester: Also known as Employee Self Service (ESS) users, these users have no roles but can submit and manage their own requests, access public pages, etc.

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Answer:

A, B, C, D, E

Explanation:

ServiceNow providesfive primary rolesthat define access and permissions within the platform. These roles help structure user responsibilities and ensure that users only have access to the necessary functions.

Thehighest level of accessin ServiceNow.

Can manage all platform features, applications, data, and configurations.

Has control overusers, security settings, system properties, and scripting capabilities.

Example: A ServiceNow admin configuring new workflows, modifying tables, or setting up instance-wide settings.

Manages specific applications or functionalities within ServiceNow.

Includes roles such as:

knowledge_admin(Manages Knowledge Base)

report_admin(Manages Reports)

catalog_admin(Manages Service Catalog)

Example: A Knowledge Base Administrator controlling access to articles and updating knowledge categories.

Users with theITIL rolewho perform IT Service Management (ITSM) tasks.

Cancreate, update, and resolve recordssuch as incidents, problems, changes, and requests.

Example: A service desk agent handling incidents and requests.

Users with theApprover rolecanapprove or reject requests, such as change requests or access requests.

Can view or modify approval records directed to them but cannot fulfill other ITIL tasks.

Example: A manager approving a new software installation request.

Basic userswith no assigned roles.

Cansubmit requests, view their own tickets, and access public pages(e.g., Knowledge Base, Catalog).

Example: An employee submitting a request for laptop repair via the ServiceNow portal.

1. System Administrator (admin)2. Specialized Administrator3. Fulfiller (ITIL Role)4. Approver5. Requester (Employee Self-Service - ESS)

These roles form thefoundation of role-based access control (RBAC)in ServiceNow.

They ensure that usersonly access the data and functions relevant to their job responsibilities.

Additional roles can be assigned based on business needs, but these five cover the core platform functionalities.

Why These Are the Provided Roles in ServiceNow:

ServiceNow Documentation:User Roles in ServiceNow

CSA Exam Guide:CoversSystem Administrator, Specialized Administrator, Fulfiller, Approver, and Requesteras the standard user roles.

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

A. System Administrator, B. Specialized Administrator, C. Fulfiller, D. Approver, E. Requester

Questions 116

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

Options:

True/False, Multiple Choice, and Ordered

True/False, Checkbox, and Number List

Number List, Single Line Text, and Reference

Multiple Choice, Select Box, and Checkbox

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Questions 117

What is a schema map?

Options:

A schema map enables administrators to define records from specific tables as trouble sources for Configuration Items

A schema map graphically organizes the visual task boards for the CMDB

A schema map graphically displays the Configuration Items that support a business service

A schema map displays the details of tables and their relationships in a visual manner, allowing administrators to view and easily access different parts of the database schema

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Questions 118

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

Options:

True

False

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Questions 119

Which configuration allows you to use a script to coalesce data in Import Sets?

Options:

Multiple-field coalesce

No coalesce

Conditional coalesce

Single-field coalesce

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Questions 120

A role is recorded in which table?

Options:

Role[sys_user]

Role[sys_user_profile]

Role[sys_user_record]

Role[sys_user_role]

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Questions 121

FILL IN THE BLANK

_______________ is a computer program running as a service; a physical computer dedicated to running one or more services, or a system running a database.

Options:

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Questions 122

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

Options:

A Service Catalog workflow generates three basic components: item variable types, tasks, and approvals

Although a Service Catalog workflow cannot send notifications, the workflow drives complex fulfillment processes

A Service Catalog workflow is used to drive complex fulfillment processes and sends notifications to defined users or groups

A Service Catalog workflow generates three basic components: item variable types, tasks, and notifications

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Answer:

Explanation:

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

Drives Complex Fulfillment Processes:

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

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

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

Sends Notifications to Defined Users or Groups:

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

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

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

Approval and Task Automation:

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

They can also generatetasksfor fulfillment teams based on predefined conditions.

Integration with Flow Designer and Other Automation Tools:

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

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

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

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

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

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

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

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

ServiceNow Learning – Service Catalog and Workflow Automation

ServiceNow Developer Portal – Flow Designer & Workflow Automation

References from Certified System Administrator (CSA) Documentation:

Questions 123

What is the purpose of the Event Registry?

Options:

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

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

The Event Registry is a module that provides Event definitions

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

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Answer:

Explanation:

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

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

It allowsdevelopers and administratorsto definenew custom events.

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

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

Triggering a Notification

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

Initiating an Automated Workflow

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

Logging Custom Events for Reporting

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

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

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

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

It is used forevent-driven automationin ServiceNow.

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

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

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

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

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

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

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

Explanation of Incorrect Options:

ServiceNow Docs: Understanding the Event Registry

ServiceNow CSA Study Guide – Event Management

ServiceNow Product Documentation: Creating and Managing Events

References from Certified System Administrator (CSA) Documentation:

Questions 124

What is a Record Producer?

Options:

A Record Producer is a type of Catalog Item that is used for Requests, not Services

A Record Producer creates user records

A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests

A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog

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Answer:

Explanation:

ARecord ProducerinServiceNowis atype of Catalog Itemthat allows users to create records intables(such as Incidents, Change Requests, or HR Cases) from theService Catalog. It provides asimplified and user-friendly interfacefor users to submit structured data without needing direct access to the actual form or database tables.

Key Features of a Record Producer:✔Creates task-based recordsin the appropriate table (e.g.,incident,sc_task,problem).

✔Uses a simplified forminstead of the standard form view of a record.

✔Can trigger workflows and business ruleswhen submitted.

✔Maps user inputs to table fieldsviaVariable Mappings.

An employee wants toreport a broken laptopbut does not need to see the fullIncident form.

The IT team creates aRecord Producernamed "Report an IT Issue" in theService Catalog.

The Record Producercollects user input(e.g., issue description, urgency, contact information).

Upon submission, itcreates an Incident record (incidenttable)in ServiceNow.

Example Use Case:

Why the Correct Answer is D:D. A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog(Correct)

This is the most accurate description of aRecord Producer.

It allows users tocreate recordsin a specifiedtask table (Incident, Change, Request, etc.)through theService Catalog.

Why the Other Options Are Incorrect:A. A Record Producer is a type of Catalog Item that is used for Requests, not Services (Incorrect)

Record Producers are not limited to Requests.

They can create various types of records, including Incidents, Change Requests, and HR Cases.

B. A Record Producer creates user records (Incorrect)

A Record Producerdoes not create user records(users are managed in thesys_usertable).

Instead, itcreates task-based recordsin other tables likeincidentorsc_task.

C. A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests (Incorrect)

Order Guides, not Record Producers, handlebundling multiple Catalog Items into a single request.

ARecord Producer creates a single recordin a defined table.

Comparison: Record Producer vs. Other Catalog ItemsFeature

Record Producer

Standard Catalog Item

Order Guide

Creates a record in a ServiceNow table

Yes

Used to order physical/digital goods

Yes

Can bundle multiple requests

Yes

Uses a form-based submission

Yes

[References:ServiceNow Documentation: Record Producers Overview, ServiceNow Learning: Creating and Managing Record Producers, ServiceNow Docs: Service Catalog Fundamentals, , , ]

Questions 125

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

Options:

Published

Drafted

Retired

Reviewed

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Questions 126

What displays a set of records from a table?

Options:

View

Dashboard

Panel

List

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Questions 127

What are the 6 methods available for user authentication?

Options:

Local Database: The user name and password in their user record in the instance database.

Multifactor: The user name and password in the database and passcode sent to the user's mobile device that has Google Authenticator installed

LDAP: The user name and password are accessed via LDAP in the corporate directory, which has a matching user account in the database.

SAML 2.0: The user name and password configured in a SAML identity provider account, which has a matching user account in the database.

OAuth 2.0: The user name and password of OAuth identity provider, which has a matching user account in the database.

Digest Token: An encrypted digest of the user name and password in the user record.

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Answer:

A, B, C, D, E, F

Explanation:

Thesix methods available for user authenticationin ServiceNow are:

Local Database– The user authenticates using a username and password stored in theinstance database.

Multifactor Authentication (MFA)– The user provides their username, password, and apasscode(e.g., from Google Authenticator).

LDAP (Lightweight Directory Access Protocol)– The user authenticates using credentials stored in a corporateLDAP directory.

SAML 2.0 (Security Assertion Markup Language)– The user is authenticated via an externalSAML Identity Provider (IdP).

OAuth 2.0– The user authenticates via anOAuth identity provider(such as Google, Microsoft, or Facebook).

Digest Token Authentication– The user authenticates using anencrypted tokenrather than directly submitting a password.

Thus, the correct answer is:

A, B, C, D, E, F

ServiceNow supports multiple authentication methods to provideflexibility, security, and integration capabilitieswith external identity providers.

Local Database Authentication:

ServiceNow storesusernames and passwordsin the internal database.

Users authenticate directly with the instance.

This method is commonly used when no external authentication provider is configured.

Multifactor Authentication (MFA):

Enhances security by requiringtwo authentication factors:

Username and password(stored in the database).

Passcodefrom a registered device (such as Google Authenticator, Microsoft Authenticator).

MFA helpsprevent unauthorized accesseven if credentials are compromised.

LDAP Authentication:

Allows users toauthenticate against an external LDAP directory(such as Microsoft Active Directory).

The user must have amatching record in the ServiceNow user table ([sys_user]).

ServiceNowdoes not store passwordswhen using LDAP; it only validates credentials against the directory.

SAML 2.0 Authentication:

Users authenticate via aSAML Identity Provider (IdP)such asOkta, Microsoft Azure AD, or Ping Identity.

ServiceNow acts as aService Provider (SP)and does not store passwords.

ProvidesSingle Sign-On (SSO)capabilities.

OAuth 2.0 Authentication:

Allows authentication viaOAuth providers(Google, Facebook, Microsoft, etc.).

Users do not need to store passwords in ServiceNow; instead, authentication is delegated to theOAuth identity provider.

Digest Token Authentication:

Uses anencrypted token(instead of a plaintext password) to authenticate users.

Often used forAPI-based authenticationor scenarios where passwords should not be transmitted over the network.

Each method aligns with ServiceNow's authentication mechanisms as per official documentation.

ServiceNow supports a hybrid authentication approach, allowing multiple methods to coexist.

ServiceNow Docs – Authentication Methodshttps://docs.servicenow.com

ServiceNow Security Best Practices – Authentication & Access Controls

ServiceNow Developer Portal – SSO & OAuth Authentication

Why These Are the Correct Methods?References from Certified System Administrator (CSA) Documentation:

Questions 128

Which type of tables may be extended by other tables, but do not extend another table?

Options:

Base Tables

Core Tables

Extended Tables

Custom Tables

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Answer:

Explanation:

InServiceNow, tables are structured in a hierarchical format wheresome tables can extend others, inheriting fields and properties. However, there are specific tables thatdo not extend any other table but can be extended—these are known asBase Tables.

Base Tables:

ABase Tableis a table thatdoes not extend another tablebutcan be extended by other tables.

It serves as afoundationfor creating new tables.

Example:

Task Table (task)– TheIncident, Problem, and Change tablesextend from the Task table.

Configuration Item Table (cmdb_ci)– Used as a base for various CI types.

Core Tables:

Core Tablesare thestandard tablesprovided by ServiceNow.

Theycan be base tables or extended tablesdepending on their role.

Example:

Task (task)andUser (sys_user)are core tables, but onlysome core tables are base tables.

Extended Tables:

Extended Tablesare tables thatinherit fields and functionalityfrom aparent table.

Example:

Incident (incident)extends fromTask (task).

Custom Tables:

Custom Tablesare tables thatdevelopers create for specific business needs.

They may or may not extend another table depending on their design.

Understanding Table Types in ServiceNow

Why Answer "A" is Correct:✔️"Base Tables" are tables that may be extended by other tables but do not extend another table.

These tablesdo not inherit fieldsfrom any other table.

They provide thefoundation for extensions, making them the top-level tables in ServiceNow’s data hierarchy.

Example: TheTask tableis a base table because it does not extend another table but serves as the foundation for many other tables (e.g., Incident, Problem, Change).

Why the Other Answers Are Incorrect:B. "Core Tables"

IncorrectbecauseCore Tables are standard ServiceNow tables, but theycan be either base or extended tables.

Not all core tables follow the definition of a base table.

C. "Extended Tables"

Incorrectbecause extended tablesinherit fields from parent tables, meaning theydo extend another table.

Example: TheIncident table extends from the Task table, making it anextended table.

D. "Custom Tables"

IncorrectbecauseCustom Tablescan beeither base or extended tablesdepending on how they are created.

If a developer chooses to extend an existing table, then it isnot a base table.

ServiceNow CSA Study Guide – Data Schema & Tables

ServiceNow Docs: Table Hierarchy & Extensions(ServiceNow Documentation)

ServiceNow Data Model Overview (Base Tables & Extended Tables)

References from the Certified System Administrator (CSA) Documentation:

Questions 129

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:

Questions 133

Where would you go in ServiceNow to order services and products offered by various departments?

Options:

Service Catalog

Self Service

Service Department

Customer Service

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Answer:

Explanation:

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:

Questions 134

What is a characteristic of importing data into ServiceNow?

Options:

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

Coalesce fields are used only after running Transform

Any user can manage and set up import sets

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

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Questions 135

Which term refers to application menus and modules which you may want to access quickly and often?

Options:

Breadcrumb

Favorite

Tag

Bookmark

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Questions 136

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

Options:

Send Notifications

Log Out ServiceNow

Elevate Roles

Impersonate Users

Order from Service Catalog

Approve Records

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Answer:

B, C, D

Explanation:

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

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

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

It is an essential feature for security and session management.

Location:User Menu > Log Out

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

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

Location:User Menu > Elevate Roles

Example:

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

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

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

Location:User Menu > Impersonate User

Example:

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

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

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

The User Menudoes notinclude an option to send notifications.

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

System Notification > Email > Notifications

Outbound SMS or Messaging Settings

E. Order from Service Catalog (Incorrect)

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

Instead, users access the Service Catalog through:

Self-Service > Service Catalog

Requests and Catalog Items pages

F. Approve Records (Incorrect)

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

Approvals are managed through:

My Approvalsin Self-Service

The Approvals module in theServiceNow application navigator

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

Questions 137

Create Incident, Password Reset, and Report outage: what do these services in the Service Catalog have in common?

Options:

They direct the user to a record producer

They direct the user to a catalog property

They direct the user to a catalog UI policy

They direct the user to a catalog client script

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Answer:

Explanation:

InServiceNow,Create Incident, Password Reset, and Report Outageare examples ofService Catalog itemsthat guide users through submitting requests. These services are commonly implemented usingRecord Producers.

What is a Record Producer?ARecord Produceris a special type ofcatalog itemthat:

Creates recordsin a table (e.g., Incident, Change, or Request).

Provides auser-friendly interfacein the Service Catalog.

Maps user input fields to corresponding fieldsin the target table.

For example:

"Create Incident"uses a Record Producer to create a record in theIncident [incident]table.

"Password Reset"can create a record in acustom password reset tableor trigger a workflow.

"Report Outage"may create a record in theProblem or Incident table.

Why is Option A Correct?"They direct the user to a record producer."

These catalog servicesdo not create Service Requests (REQs) like normal catalog items.

Instead, theyuse Record Producers to generate records directly in specific tables (e.g., Incident, Change, Problem).

This allowscustom form fields, pre-filled values, and direct mappingto the target table.

Why Are the Other Options Incorrect?B. "They direct the user to a catalog property."

Incorrect:Catalog properties aresystem settingsthat control Service Catalog behavior, not user-facing forms.

Example:Catalog properties controlcart behavior, request approval rules, etc.

C. "They direct the user to a catalog UI policy."

Incorrect:UI Policies controlfield behavior (e.g., hiding, showing, making fields mandatory) on the formbut do not determine how the request is processed.

D. "They direct the user to a catalog client script."

Incorrect:Catalog Client Scripts controlform logic (such as auto-filling fields) but do not create records directly.

Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Record Producers in the Service Catalog

????ServiceNow Record Producers Documentation

"A Record Producer is acatalog itemthat lets users create records in a table instead of generating a standard request."

Conclusion:The correct answer isA. They direct the user to a record producer.

????Record Producers are widely used in ServiceNow's Service Catalog to simplify and streamline user requests, ensuring data is properly captured and processed.

Questions 138

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

Options:

Records

UI Pages

Lists

Forms

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Questions 139

What information does the System Dictionary contain?

Options:

The human-readable labels and language settings

The definition for each table and column

The information on how tables relate to each other

The language dictionary used for spell checking

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Questions 140

What is the purpose of a Related List?

Options:

To create a one-to-many relationship

To dot-walk to a core table

To present related fields

To present related records

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Questions 141

When searching using the App Navigator search field, what can be returned? (Choose four.)

Options:

Names of Applications and Modules

Names of Modules

Names of Applications

Favorites

History Records

Titles of Dashboard Gauges

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Answer:

A, B, C, D

Explanation:

TheApplication Navigator (App Navigator) search fieldin ServiceNow allows users to quickly findapplications, modules, and favoritesby typing relevant keywords. It helps in easy navigation by filtering available options as the user types.

Thefour correct answersdescribe what the App Navigator search field can return:

The search field can return bothapplicationsand their respectivemodulesin the left navigation panel.

Example: Searching for "Incident" will return:

Application:"Incident"

Modules:"All", "Open", "Resolved", "Create New"

Modulesare specific functionalities within an application.

Searching by a module name directly will display results that match the keyword.

Example: Searching for "Create New" will return modules like:

"Create New Incident"

"Create New Change Request"

The search field supports findingfull applicationsby their name.

Example: Typing "Change" will display theChange Managementapplication and its related modules.

If a user has marked specific modules or applications asFavorites, they will appear in search results.

This helps users quickly access commonly used features.

1. Names of Applications and Modules (Correct)2. Names of Modules (Correct)3. Names of Applications (Correct)4. Favorites (Correct)

Why the Other Options Are Incorrect:E. History Records (Incorrect)

TheHistory tabin the navigation panel showsrecently accessed records, but it isnot searchable through the App Navigator.

Instead, users can find history under:

History Module(System Settings > History)

Recent History Tabin the left navigation

F. Titles of Dashboard Gauges (Incorrect)

Dashboard Gaugesare visual elements onPerformance Analytics or Reporting Dashboardsand arenot searchablein the App Navigator.

Instead, dashboards and reports are found under:

Self-Service > Dashboards

Performance Analytics > Dashboards

A ServiceNow user wants toquickly access the "All Incidents" module.

They type "incident" into the App Navigator search.

The search results return:

Incident (Application)

All (Module)

Assigned to Me (Module)

Resolved (Module)

Example Use Case:This allows for quick navigation without manually expanding application menus.

[References:ServiceNow Documentation: Application Navigator Overview, ServiceNow CSA Learning Path: Using the Application Navigator, ServiceNow Docs: Favorites and Navigation, , , ]

Questions 142

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

Options:

Number Maintenance

System Maintenance

Table Maintenance

Record Maintenance

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Questions 143

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

Options:

Business Rule

UI Action

Client Script

UI Policy

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Answer:

Explanation:

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

UI Actions allow administrators to create interactive elements such as:

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

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

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

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

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

Understanding UI Actions in ServiceNow:

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

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

Why Are the Other Options Incorrect?A. Business Rule

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

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

C. Client Script

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

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

D. UI Policy

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

Theydo not add buttons or context menu items.

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

????ServiceNow UI Actions Documentation

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

Questions 144

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

Options:

onSubmit

onUpdate

onCellEdit

onLoad

onEdit

onChange

onSave

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Answer:

A, C, D, F

Explanation:

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

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

onLoad (Option D)

Runswhen a form loads.

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

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

onChange (Option F)

Runswhen a specific field value changes.

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

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

onSubmit (Option A)

Runswhen the form is submitted.

Used for final validation before allowing submission.

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

onCellEdit (Option C)

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

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

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

Why Are the Other Options Incorrect?B. onUpdate

No "onUpdate" client script type exists in ServiceNow.

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

E. onEdit

No "onEdit" client script type exists.

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

G. onSave

No "onSave" client script type exists.

"onSubmit" handles validation before saving a record.

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

????ServiceNow Client Scripts Documentation

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

Conclusion:The correct answers are:

A. onSubmit(Runs when submitting a form)

C. onCellEdit(Runs when editing a list cell)

D. onLoad(Runs when a form loads)

F. onChange(Runs when a field value changes)

Questions 145

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

Options:

Service Catalog variables can only be used in Record Producers

Service Catalog variables can only be used in Order Guides

Service Catalog variables cannot affect the order price

Service Catalog variables are global by default

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Answer:

Explanation:

Service Catalog variables in ServiceNow are used to capture user input when they request catalog items, record producers, or order guides. These variables help customize user interactions and drive automation within Service Catalog workflows.

Key Characteristics of Service Catalog Variables:

Global by Default:

When a Service Catalog variable is created, it isglobal by default, meaning it can beused across multiple catalog itemsunless scoped to a specific item.

This helps inreusabilityof variables across different catalog items, reducing redundancy.

However, administrators candisable the "Global" checkboxif they want the variable to be specific to one catalog item.

Types of Service Catalog Variables:

Variables can besingle-line text, choice lists, reference fields, checkbox, multi-line text, and more.

They allow administrators to collect structured data from users during item requests.

Reusability Across Catalog Items:

Global variables can be used across multiple catalog itemswithout creating duplicate variables.

This is useful when multiple items require the same type of user input (e.g., location, department).

Visibility and Dependency:

ServiceNow allowsUI policiesandcatalog client scriptsto control the behavior of these variables dynamically.

Admins can configurevisibility, mandatory status, or dependenciesbased on user selections.

Explanation of Other Options (Why They Are Incorrect):

Option A (Service Catalog variables can only be used in Record Producers) – Incorrect

While Service Catalog variablescanbe used in Record Producers, they arenot limitedto them.

Variables can also be used inCatalog Items, Order Guides, and Requested Items (RITM).

Option B (Service Catalog variables can only be used in Order Guides) – Incorrect

Service Catalog variablescanbe used in Order Guides, but they arenot restrictedto them.

Order Guides allow multiple items to be ordered together, but variables can be used independently in Catalog Items and Record Producers as well.

Option C (Service Catalog variables cannot affect the order price) – Incorrect

Service Catalog variablescan affect pricingthroughVariable Price Mapping.

If configured, variables (like dropdowns or checkboxes) can be linked to aprice adjustment, impacting the total cost of the request.

For example, selecting "Additional Storage" in a cloud server request could add extra costs dynamically.

Official Reference from ServiceNow Certified System Administrator (CSA) Documentation:

ServiceNow Documentation – Service Catalog Variables: ServiceNow Variables Guide

ServiceNow CSA Exam Guide: Covers Service Catalog fundamentals, including variable behavior and reusability.

Questions 146

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

Options:

An Update Set allows administrators to group a series of changes into a named set and then move this set as a unit to other systems

By default, an Update Set includes customizations, Business Rules, and homepages

An Update Set is a group of customizations that is moved from Production to Development

By default, the changes included in an Update Set are visible only in the instance to which they are applied

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Answer:

Explanation:

AnUpdate Setin ServiceNow is a mechanism thattracks and packages customizations and configuration changesso they can be transferred between instances (e.g., fromDevelopmenttoTestorProduction).

It is primarily used ininstance migrationandchange management, ensuring that changes made in one environment can beapplied consistentlyin another.

Tracks Customizations– Records changes to system configurations, such as Business Rules, Client Scripts, UI Policies, and Workflows.

Facilitates Deployment– Enables controlled migration of changes from one ServiceNow instance to another.

Reduces Manual Effort– Instead of manually reconfiguring settings in different environments, administrators can package updates into asingle unit.

Version Control– Ensures that onlyintended changesare moved between instances.

Key Features of Update Sets:

Why the Correct Answer is A:A. An Update Set allows administrators to group a series of changes into a named set and then move this set as a unit to other systems(Correct)

This accurately describes the primary function of anUpdate Set.

Administratorsgroupmultiple changes into anUpdate Set, export it, and apply it to another instance.

Example Workflow:

Admin makes configuration changes(e.g., modifies a Business Rule, updates a Workflow).

Update Set captures those changesin a structured format.

The Update Set is exportedfrom the Development instance.

The Update Set is importedinto the Testing/Production instance and applied.

Why the Other Options Are Incorrect:B. By default, an Update Set includes customizations, Business Rules, and homepages(Incorrect)

Update Setsdo include customizations and Business Rules, but theydo notinclude homepages by default.

Dashboards and homepagesrequire a separate process usingsys_portal_page and sys_ui_page tables.

C. An Update Set is a group of customizations that is moved from Production to Development(Incorrect)

Update Sets are typically movedfrom Development to Test/Production, not the other way around.

Best practice is to make changes inDevelopment, test them inTest/UAT, and then deploy them toProduction.

D. By default, the changes included in an Update Set are visible only in the instance to which they are applied(Incorrect)

This is misleading becausean Update Set can be exported and applied to multiple instances.

Once an Update Set isimported and committed, its changes become active in that instance.

Best Practices for Using Update Sets:✔Always preview an Update Set before committing itto ensure it contains the correct changes.

✔Use Named Update Sets, not the default "Default Update Set," to track changes effectively.

✔Ensure all related changes are included(e.g., dependencies such as script includes and tables).

✔Test Update Sets in a sub-production instancebefore applying them inProduction.

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

Questions 147

Which one statement correctly describes Access Control rule evaluation?

Options:

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

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

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

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

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Answer:

Explanation:

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

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

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

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

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

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

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

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

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

If a user failseitherACL check, access is denied.

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

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

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

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

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

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

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

This is partially true but misleading.

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

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

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

????ServiceNow ACL Evaluation Documentation

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

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

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

Questions 148

What are the three components of a filter condition?

Options:

Table

Value

Field

Operator

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Questions 149

In what order should filter elements be specified?

Options:

Field, Operator, then Value

Field, Operator, then Condition

Operator, Condition, then Value

Value, Operator, then Field

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Questions 150

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

Options:

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

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

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

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

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Answer:

Explanation:

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

Creates a new record in the database.

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

The form is cleared after inserting the record.

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

Example:

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

The systemsaves the new Incident and exitsto the list view.

Saves changes to an existing record.

Remains on the form after saving.

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

Example:

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

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

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

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

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

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

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

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

Insert exitsafter creating a new record.

Update remains on the form, not exits.

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

Submit vs. Insert:

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

Insertexplicitly saves a record as a new entry.

Additional Notes:

Example Scenario in Incident Management:Action

Result

Click "Insert"

Creates anewIncident andexitsthe form.

Click "Update"

Saves changes to theexistingrecord andstays on the form.

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

Exam Code: CSA

Exam Name: ServiceNow Certified System Administrator

Last Update: Aug 4, 2025

Questions: 500

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