CSA ServiceNow Exam Lab Questions

When using High Security Settings in ServiceNow, administrators often gain temporary elevated privileges. To revert to normal security levels, they must log out and back in to refresh their session.

High Security Settings provide elevated security configurations and may override standard role-based access controls.

Logging out clears any temporary security settings and restores normal administrator privileges.

This is the recommended practice after making security changes.

Why is Option B Correct?

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

Incorrect because there is no "Normal" role in ServiceNow.

❌ C. Use System Administration > Normal Security module

Incorrect because there is no "Normal Security" module in ServiceNow.

❌ D. Select Global Update Set

Incorrect because Update Sets control customizations and configurations, not security settings.

❌ E. End Impersonation

Incorrect because ending impersonation only switches back to the admin account if you were impersonating a user.

It does not reset security settings from High Security Mode.

ServiceNow CSA Guide - High Security Settings

ServiceNow Best Practices - Managing Security Configurations

References to Official Certified System Administrator (CSA) Documentation:

In ServiceNow, a group is a collection of users who share common responsibilities, such as handling incidents, approvals, or service requests.

Groups are stored in the sys_user_group table ✅

Each group is a record in the sys_user_group table, which manages user access and permissions.

Example: The "Service Desk" group (sys_user_group record) may contain multiple IT support users.

Groups are used for role assignments ✅

Instead of assigning roles directly to users, roles are assigned to groups for easier access management.

Groups can be used for approvals and task assignments ✅

Groups are often assigned to handle approval workflows, incident resolution, and change management tasks.

A. A group is one record stored in the Group Type [sys_user_group_type] table ❌ (Incorrect)

The sys_user_group_type table is used for categorizing groups, not storing actual group records.

C. A group defines a set of users that share the same location ❌ (Incorrect)

Incorrect: Groups are not location-based; they are used for task assignments, approvals, and permissions.

D. A group defines a set of users that share the same job title ❌ (Incorrect)

Incorrect: Users with the same job title may belong to different groups based on their responsibilities.

Key Details About Groups in ServiceNow:Why Other Options Are Incorrect?

Groups in ServiceNow

Managing User Groups

User and Group Management

ServiceNow User and Group Administration

References from ServiceNow CSA Documentation:Final Verification: ✅ Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.

In ServiceNow Reporting, Function Fields are used to perform calculations, manipulate text, and transform data in a report. These fields allow users to apply arithmetic operations, coalescing, concatenation, and length calculations on existing data.

Arithmetic Operations – Perform addition, subtraction, multiplication, and division on numeric fields.

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

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

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

Function fields are designed specifically for calculations and data transformations in reports.

They allow advanced data processing without requiring scripting.

A. Sourcing Fields → ❌ Incorrect

"Sourcing Fields" is not a valid term in ServiceNow reporting.

C. Computational Fields → ❌ Incorrect

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

D. Calculation Fields → ❌ Incorrect

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

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

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

ServiceNow Docs: Function Fields in Reporting

References from Certified System Administrator (CSA) Documentation:This confirms that "Function Fields" is the correct answer for performing arithmetic, coalescing, concatenation, and length calculations in reporting.

In ServiceNow Flow Designer, users can access detailed information about actions added to a flow via the Help Panel. The Help Panel provides contextual guidance and documentation about the available actions, conditions, and steps within the flow.

Displays Information About Actions:

When an action is selected in Flow Designer, the Help Panel provides descriptions and usage details.

Helps users understand what the action does and how to configure it.

Accessing the Help Panel:

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

This provides inline documentation for added actions.

Guidance for New Users:

The panel provides ServiceNow documentation links and tips to help users build flows effectively.

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

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

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

❌ B. Local Action Help → Incorrect

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

❌ D. Flow Assistant → Incorrect

Flow Assistant helps with building expressions and selecting data pills but does not provide action documentation.

ServiceNow Docs – Flow Designer Help Panel

ServiceNow Learning – Flow Designer and Automation Best Practices

ServiceNow Developer Portal – Flow Designer Action Configuration

References from Certified System Administrator (CSA) Documentation: