Complete CSA ServiceNow Materials

UI Policies and UI Actions are both part of the ServiceNow user interface customization but serve different purposes.

Used to dynamically change form field behaviors based on specific conditions.

Can make fields read-only, mandatory, or hidden without requiring scripts.

Runs on the client-side (browser) to improve performance and responsiveness.

Example:

If the Category is Hardware, the Serial Number field becomes mandatory.

Used to create buttons, links, and context menu actions.

Can execute scripts to perform specific actions when clicked.

Runs on the server-side or client-side depending on configuration.

Example:

A "Save" button that becomes visible only to users with a specific role.

UI Policy (not UI Action) is responsible for making fields read-only, mandatory, or hidden.

UI Action (not UI Policy) is responsible for making a Save button visible for specific users.

ServiceNow Docs: UI Policy Overview

ServiceNow Docs: UI Action Overview

UI Policy:UI Action:Why Option A is Incorrect?References from Certified System Administrator (CSA) Documentation:

In ServiceNow Knowledge Management, flagging an article is a feature that allows users to report errors or issues within a knowledge article. This helps maintain article accuracy and ensures that outdated or incorrect information is addressed by knowledge managers.

Error Reporting ✅

Users can flag an article if they find incorrect, outdated, or misleading information.

Knowledge managers receive a notification about flagged articles and can review them for updates.

Article Quality Control ✅

Helps improve knowledge base content by allowing users to point out inaccuracies.

Ensures that knowledge articles remain relevant and useful.

Notifying Knowledge Managers ✅

Flagged articles appear in the Knowledge Base Administration module, allowing managers to track and resolve flagged issues.

A. To mark an article to read later ❌

Incorrect: There is no built-in "read later" feature in ServiceNow Knowledge Management.

Instead, users can bookmark an article for quick access.

B. Allow a user to submit feedback about an article ❌

Incorrect:

Feedback is submitted through the Feedback feature, which allows users to rate articles and provide comments.

Flagging is specifically for error reporting, not general feedback.

Key Purposes of Flagging an Article:Why Other Options Are Incorrect?

Flagging Knowledge Articles

Flagging an Article for Review

Managing Flagged Articles

Knowledge Management Administration

References from ServiceNow CSA Documentation:

In ServiceNow, tables are fundamental components of the platform's database structure. A table consists of records (rows) and fields (columns) that store data.

A record is an individual entry in a table, similar to a row in a traditional database.

Each record represents a single entity (e.g., an incident, a user, a request).

Records are stored uniquely in the system and are identified by a Sys ID (a globally unique identifier).

A field is an attribute of a record, like a column in a database.

Each field has a specific data type (e.g., string, integer, date, reference).

Fields define what type of information can be stored in a record.

1. Records (Rows) – Correct Option2. Fields (Columns) – Correct OptionExample: The Incident [incident] tableSys ID

Number

Short Description

Caller

State

123abc

INC001

System crash

John D

New

456def

INC002

Network issue

Jane S

Open

Records: INC001, INC002 (each row is a record).

Fields: Number, Short Description, Caller, State (each column is a field).

B. Lists – Incorrect

Lists are a view of table data but are not a part of the table itself.

A list displays multiple records from a table but does not define the structure of a table.

C. Forms – Incorrect

Forms are user interfaces used to view or edit single records.

A form allows users to interact with the data stored in a table but is not part of the table structure itself.

ServiceNow Docs: Tables and Records

ServiceNow CSA Study Guide – Understanding Tables, Records, and Fields

ServiceNow Product Documentation: List and Form Views

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

When a user places an order for an item or service from the Service Catalog in ServiceNow, the system generates a Request (REQ). This is a core component of Request Management within the IT Service Management (ITSM) module.

User Places an Order:

The user selects an item from the Service Catalog (e.g., a laptop, software, or an access request).

The order may consist of multiple items, depending on the selection.

ServiceNow Generates a Request (REQ):

This Request (REQ#) acts as the umbrella record that tracks the order as a whole.

It is stored in the sc_request table.

Creation of Requested Items (RITM#):

Each item within the request generates a Requested Item (RITM#), stored in the sc_req_item table.

For example, if the user orders a laptop and a software license, two RITM records are created under the same Request.

Tasks (SCTASK#) Are Created:

Each Requested Item (RITM) may trigger one or more Catalog Tasks (SCTASK#) in the sc_task table.

These tasks define the steps required to fulfill the request (e.g., procurement, approval, and configuration).

A. A Change Request – Incorrect. A Change Request (CHG#) is created only if the requested item involves changes to the infrastructure, such as a server upgrade. Not all catalog items require a change request.

B. An Order Guide – Incorrect. An Order Guide is a tool within the Service Catalog that helps users order multiple related items at once. However, it does not get generated when an order is placed.

D. An SLA – Incorrect. A Service Level Agreement (SLA) may be associated with the request or tasks, but it is not automatically generated when a request is placed.

ServiceNow Product Documentation → Service Catalog → Request Fulfillment

ServiceNow CSA Study Guide → Service Catalog and Request Management

ServiceNow Tables Reference → sc_request, sc_req_item, sc_task

Understanding the Request Process in ServiceNow:Explanation of Incorrect Answers:References from Certified System Administrator (CSA) Documentation: