Latest ServiceNow CSA Dumps PDF Questions Answers 2025

ServiceNow Certified System Administrator Questions and Answers

Question 1

What are the two aspects to LDAP Integration?

Options:

Data Population

Data formatting

Authorization

Authentication

Buy Now

Answer:

A, D

Explanation:

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

There aretwo key aspectsof LDAP Integration in ServiceNow:

Authentication

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

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

This helps in maintainingcentralized identity managementacross the organization.

Data Population

LDAP can be used toimport user and group informationinto ServiceNow.

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

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

B. Data Formatting–

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

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

C. Authorization–

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

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

ServiceNow Docs: LDAP Integration

ServiceNow CSA Official Training Guide (LDAP Integration & User Authentication)

Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms that the two main aspects of LDAP Integration in ServiceNow areAuthentication and Data Population.

Question 2

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

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, , , , , ]

Question 3

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

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, , , , ]

Question 4

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

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:

Question 5

Which one of the following statements is a recommendation from ServiceNow about Update Sets?

Options:

Avoid using the Default Update set as an Update Set for moving customizations from instance to instance

Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions

Use the Baseline Update Set to store the contents of items after they are changed the first time

Once an Update Set is closed as “Complete”, change it back to “In Progress” until it is applied to another instance

Answer:

Explanation:

Update Setsin ServiceNow are used tocapture customizations and configurationsmade in an instance, allowing these changes to be moved between instances (e.g., from development to test or production). ServiceNow provides best practices to ensure smooth migration and avoid issues with missing or conflicting updates.

What is an Update Set?

AnUpdate Setis a collection of customizations (e.g., changes to forms, scripts, workflows, business rules) that can be moved from one instance to another.

Ittracks changesin a controlled way, preventing accidental loss of configurations.

Why Avoid Using the Default Update Set?

TheDefault Update Setis automatically used when no other update set is selected.

It captures changesbut should never be used for instance-to-instance migrationsbecause:

Itcannot be exported.

It contains system changes that arenot logically grouped.

It can causeinconsistencies and missing dependencieswhen moving updates.

Instead, administrators shouldcreate a named Update Setfor specific development work.

Understanding Update Sets in ServiceNow:

Why Answer "A" is Correct:✔️"Avoid using the Default Update Set as an Update Set for moving customizations from instance to instance."

This follows ServiceNow’sbest practicesfor managing Update Sets.

Using theDefault Update Setcan lead tomissing updates, conflicts, and untracked changes, making migrations unreliable.

Why the Other Answers Are Incorrect:B. "Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions."

Incorrectbecause ServiceNowrecommends that instances be on the same versionbefore applying Update Sets.

If instances are ondifferent versions, the Update Set may includeincompatible changes, causing failures.

C. "Use the Baseline Update Set to store the contents of items after they are changed the first time."

Incorrectbecause there is no such thing as a "Baseline Update Set" in ServiceNow.

ServiceNowdoes not automatically create a backup of original configurations—administrators should manually create an Update Set before making changes.

D. "Once an Update Set is closed as 'Complete,' change it back to 'In Progress' until it is applied to another instance."

Incorrectbecausea completed Update Set should not be reopened.

Once markedComplete, an Update Set isready for export and migration. Reopening it can causedata integrity issuesand confusion in version control.

ServiceNow CSA Study Guide – Update Sets & Configuration Management

ServiceNow Docs: Best Practices for Update Sets(ServiceNow Documentation)

ServiceNow Docs: Moving Customizations with Update Sets

References from the Certified System Administrator (CSA) Documentation:

Question 6

Knowledge articles within a knowledge base are grouped by category.

Options:

True

False

Question 7

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

Options:

Form

List

Dashboard

Timeline

Question 8

What is a Dictionary Override?

Options:

A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update

A Dictionary Override is the addition, modification, or removal of anything that could have an effect on IT services

A Dictionary Override is a task within a workflow that requests an action before the workflow can continue

A Dictionary Override sets field properties in extended tables

Answer:

Explanation:

InServiceNow, aDictionary Overrideallows an administrator tocustomize the properties of a fieldin achild tablewithout modifying the field in the parent table.

This is particularly useful intable inheritance scenarios, where a child tableinherits fields from a parent tablebut needs different behavior for certain fields.

Modify field properties(e.g.,mandatory,read-only,default value) inextended tables.

Preserve inheritancewhile allowing exceptions for specific child tables.

Avoid modifying the original dictionary definitionof a field at the parent table level.

Key Functions of Dictionary Overrides:Example of Dictionary Override in Action:Consider theTask Table (task), which is aparent tablefor many modules likeIncident, Change, and Problem.

TheTask Tablehas apriorityfield.

If theIncident Table (incident)needs to override thepriorityfield tomake it mandatory, an administrator can create aDictionary Overridefor thepriorityfield in theincidenttable.

Thepriorityfield in other child tables (e.g.,change_request,problem) remainsunaffected.

(A) A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update – Incorrect

This definition describesUpdate Set Collisions, not Dictionary Overrides.

Update Set Collisions occur whenan update set applies changes to an object that has been modified locally.

(B) A Dictionary Override is the addition, modification, or removal of anything that could have an effect on IT services – Incorrect

This describesChange Management in ITSM, which tracks changes to IT services.

Dictionary Overrides specificallymodify field propertiesin extended tables.

(C) A Dictionary Override is a task within a workflow that requests an action before the workflow can continue – Incorrect

This describesApproval Actions in Workflows, not Dictionary Overrides.

Workflow approvalspauseexecution until an action is completed, but Dictionary Overrides donotfunction this way.

(D) A Dictionary Override sets field properties in extended tables – Correct

This is the correct definition.

Dictionary Overrides allow admins tocustomize field behavior in child tableswhile maintaining inheritance from parent tables.

Explanation of Each Option:

Use Dictionary Overrides sparinglyto avoid unnecessary complexity.

Always test changes in a sub-production environmentbefore applying them in production.

Document overrides properlyto help future administrators understand why an override was applied.

Use the "Dictionary Entry" (sys_dictionary) tableto view and manage dictionary overrides.

Additional Notes & Best Practices:

ServiceNow Docs: Dictionary Overrides Overview

ServiceNow Community: Best Practices for Dictionary Overrides

References from Certified System Administrator (CSA) Documentation:

Question 9

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

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

ServiceNow Community: How to Configure an Order Guide

References from Certified System Administrator (CSA) Documentation:

Question 10

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

Options:

Connect Chat

Now Messenger

User Presence

Comments

Question 11

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

Options:

read-only

write-only

Necessary

Mandatory

Empty

Hidden

Question 12

Which are valid Service Now User Authentication Methods? (Choose three.)

Options:

XML feed

Local database

LDAP

SSO

FTP authentication

Answer:

B, C, D

Explanation:

ServiceNow supports multiple authentication methods to verify user identities before granting access to an instance. The three valid authentication methods from the given options are:

Local Database Authentication

This is the default authentication method used in ServiceNow.

User credentials (username and password) are stored in the ServiceNow database.

Authentication is handled directly by ServiceNow without relying on external identity providers.

This is useful for small implementations or instances where external authentication is not required.

LDAP (Lightweight Directory Access Protocol)

LDAP allows ServiceNow to integrate withcorporate directory services, such as Microsoft Active Directory, to authenticate users.

Users authenticate using theircorporate credentials, reducing the need to maintain separate user accounts in ServiceNow.

ServiceNow connects to an LDAP server and verifies credentials without storing passwords in the ServiceNow database.

SSO (Single Sign-On)

Single Sign-On enables users to log into ServiceNow using an external identity provider (IdP).

ServiceNow supports various SSO protocols, including:

SAML 2.0 (Security Assertion Markup Language)

OAuth 2.0

OpenID Connect

Kerberos

This allows users to authenticate once and gain access to multiple applications, improving security and user experience.

A. XML feed–

XML feeds are used for data exchange,not authentication.

ServiceNow can consume XML feeds for integrations but does not use XML feeds to authenticate users.

E. FTP authentication–

FTP (File Transfer Protocol) is used for transferring files between systems and isnot a valid authentication methodin ServiceNow.

ServiceNow Docs: User Authentication

ServiceNow CSA Official Training Guide (User Authentication & Security)

Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:These references confirm thatLocal Database, LDAP, and SSOare valid authentication methods in ServiceNow.

Question 13

Which statement is true about business rules?

Options:

A business rule must run before a database action occurs

A business rule can be a piece of Javascript

A business rule must not run before a database action occurs

A business rule monitors fields on a form

Answer:

Explanation:

Abusiness rulein ServiceNow is a server-side script written inJavaScriptthat executes when a record is inserted, updated, deleted, or queried. Business rules allow for automation and enforcement of business logic without requiring manual intervention.

Business rules arenot tied to formsbut instead runon the server-sidewhen a database operation occurs. They can be configured to execute:

Beforea record is saved (Before Business Rule)

Aftera record is saved (After Business Rule)

Asynchronously(Async Business Rule)

Before a query is run on the database(Query Business Rule)

Explanation of the Correct Answer:B. A business rule can be a piece of JavaScript(Correct)

Business rules are written inJavaScript, allowing administrators to define custom logic that executes on the server.

These scripts can modify data, enforce rules, validate fields, or trigger other workflows.

Example JavaScript snippet for a business rule:

if(current.state=='3'&& current.priority!='1') {

current.priority='1';

gs.addInfoMessage("Priority set to High because state is Resolved.");

}

This rule ensures that if an incident's state is changed toResolved, its priority is automatically set to High.

Why the Other Options Are Incorrect:A. A business rule must run before a database action occurs (Incorrect)

Business rulescan run before a database action occurs, but they can also executeafterorasynchronously.

Business rules have four execution types:

Before– Runs before the record is inserted/updated in the database.

After– Runs after the record is committed to the database.

Async– Runs in the background after the transaction completes.

Query– Runs before data is returned to a user (modifies query results).

C. A business rule must not run before a database action occurs (Incorrect)

This is false because some business rulesdo run beforea database action (e.g., aBefore Business Rulecan validate data before saving).

D. A business rule monitors fields on a form (Incorrect)

Business rulesdo not monitor form fields directly. Instead, they execute based on database operations.

If real-time monitoring of form fields is needed,Client Scripts(not Business Rules) are used for this purpose.

Automaticallyassigning prioritybased on ticket severity.

Preventing updates to certain records if a condition is not met.

Sending email notifications when a record changes.

Modifying data before it is saved to enforce business policies.

Example Use Cases for Business Rules:

[References:ServiceNow Documentation: Business Rules Overview, ServiceNow CSA Learning Path: Business Rule Fundamentals, ServiceNow Docs: Server-Side Scripting in Business Rules, , , , ]

Question 14

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

Options:

Banner Navigator

Banner Frame

Application Frame

Application Navigator

Content Menu

Content Frame

Question 15

ServiceNow uses what term to describe all the data saved within a particular form?

Options:

Fields

Form

Record

Lists

Question 16

How are Workflows moved between instances?

Options:

Workflows are moved using Update Sets

Workflows are moved using Transform Maps

Workflows are moved using Application Sets

Workflows cannot be moved between instances

Question 17

The baseline Service Catalog homepage contains links to which of the following components?

Options:

Record Producers, Order Guides, and Catalog Items

Order Guides, Item Variables, and Workflows

Order Guides, Catalog Items, and Workflows

Record Producers, Order Guides, and Item Variables

Question 18

A REQ number in the Service Catalog represents…

Options:

the order number.

the stage.

the task to complete.

the individual item in the order.

Answer:

Explanation:

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

REQ (Request Record) – The Order Number

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

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

Example:REQ0010023

RITM (Requested Item) – The Individual Catalog Item

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

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

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

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

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

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

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

Breakdown of the Service Catalog Request Structure:

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

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

C. The task to complete (Incorrect)

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

Tasks are specific actions assigned to fulfill an item request.

D. The individual item in the order (Incorrect)

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

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

REQ0012345→ Tracks the overall request (Order Number)

RITM0016789→ Laptop Request

TASK0018901→ IT configures the laptop

RITM0016790→ Software License Request

TASK0018902→ IT assigns the software license

[References:ServiceNow Documentation: Request Management Overview, ServiceNow Learning: Service Catalog Fundamentals, ServiceNow Docs: Understanding Requests, RITMs, and Tasks, , , ]

Question 19

Which of the following statements is true when a new table is created by extending another table?

Options:

The new table archives the parent table and assumed its roles in the database

The new table inherits all of the Business Rules, Client Scripts, and UI Policies of the parent table, but none of the existing fields

The new table inherits all of the fields of the parent table and can also contain new fields unique to itself

The new table inherits all of the fields, but does not inherit Access Control rules, Client Scripts, and UI Policies of the parent table

Answer:

Explanation:

When a new table is created inServiceNowby extending another table, it followstable inheritanceprinciples. This means the newly created table (child table) receives all the fields from its parent table. Additionally, the new table can includecustom fieldsthat are unique to itself.

Here’s how inheritance works in ServiceNow when a table is extended:

Fields Inheritance:

The child table automatically inherits all fields from its parent table.

These inherited fieldscannot be removedfrom the child table but can be modified or overridden.

The child table can also have additionalcustom fieldsthat do not exist in the parent table.

Business Rules, Client Scripts, and UI Policies:

Unlike fields, these components arenot automatically inherited.

However, they can still affect the child tableif they are defined on the parent table using conditions that include the child table.

To apply them specifically to the child table, they need to beexplicitly definedfor the new table.

Access Control Rules (ACLs):

ACLs are not automatically inherited.

Each table in ServiceNow has its own set ofAccess Control Rules, which must be explicitly configured for the child table if different permissions are required.

Database Structure:

The child table creates aone-to-one relationshipwith the parent table, meaningall fields in the parent are available in the child table.

The new table is stored as a separate entity but references the parent table’s structure.

The child tableinherits all fieldsfrom the parent table.

The child table can also have its owncustom fields.

Business Rules, Client Scripts, UI Policies, and ACLs arenot automatically inherited, meaning options B and D are incorrect.

The tabledoes not archivethe parent table (making option A incorrect).

ServiceNow Product Documentation – Table

ServiceNow Fundamentals – Table Relationships

ServiceNow Developer Portal – Extending Tables

ServiceNow Best Practices – Access Controls & Security Rules

Why Option C is Correct?References from Certified System Administrator (CSA) Documentation:

Question 20

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

Options:

Flag article

Review

Bookmark

On Hold

Question 21

Table Access Control rules are processed in the following order:

Options:

any table name (wildcard), parent table name, table name

table name, parent table name, any table name (wildcard)

parent table name, table name, any table name (wildcard)

any table name (wildcard), table name, parent table name

Answer:

Explanation:

In ServiceNow,Table Access Control (ACL) rulesdefine the permissions for accessing records within a table. When a user attempts to access a record, ServiceNow processesACL rules in a specific orderto determine if the user has the necessary permissions.

Specific Table Name ACLs

ServiceNowfirst checks ACL rulesthat are defined for the exact table being accessed.

If there are multiple ACL rules for the same table, ServiceNow evaluates themfrom most specific to least specific(i.e., field-level ACLs before table-level ACLs).

Parent Table Name ACLs(If applicable)

If the table inherits from another table (e.g.,Incident inherits from Task), ServiceNownext checks ACL ruleson theparent table.

This ensures that inherited rules are properly applied.

Wildcard ACLs (*)(Any table)

If no explicit ACL rule is found for the table or its parent, ServiceNow checkswildcard ACL rules (*), which apply toall tables.

Wildcard ACLs act as alast resortwhen no table-specific rules exist.

Order of Processing ACL Rules:

(A) any table name (wildcard), parent table name, table name – Incorrect

Wildcard rules (*) areprocessed last, not first.

(B) table name, parent table name, any table name (wildcard) – Correct

This follows the correctprocessing order:

First:ACLs for the specific table

Second:ACLs for the parent table (if applicable)

Third:Wildcard ACLs (*)

Parent table ACLs arechecked aftertable-specific ACLs, not before.

(D) any table name (wildcard), table name, parent table name – Incorrect

Wildcard ACLs (*) arealways processed last, so this order is incorrect.

Explanation of Each Option:

Field-level ACLs(column-specific) take precedence overtable-level ACLs.

If multiple ACL rules apply,all must evaluate totruefor access to be granted.

Explicit Deny:If an ACL rule explicitlydenies access, the user is denied, even if another ACL grants access.

Always Test ACLs:Use the "Security Debugging" feature (/sys_security_acl_list.do) to verify how ACLs are applied.

Additional Notes & Best Practices:

ServiceNow Docs: How Access Control Rules Work

ServiceNow Community: Understanding ACL Processing Order

References from Certified System Administrator (CSA) Documentation:

Question 22

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

Options:

Access Control Rules

UI Policies

Roles

Assignment Rules

Question 23

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

Options:

Breadcrumb

Favorite

Tag

Bookmark

Question 24

Which one of the following modules can be used to view field settings for a table?

Options:

Tables & Columns

Access Control

Columns and Fields

Tables and Fields

Question 25

A User is stored in which table?

Options:

User [sys_user]

User [ sys_user_group]

User [ syst_user_profile]

User [user_profile]

Question 26

Which one of the following statements describes the contents of the Configuration Management Database (CMDB)?

Options:

The CMDB contains data about tangible and intangible business assets

The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company

The CMDB archives all Service Management PaaS equipment metadata and usage statistics

The CMDB contains ITIL process data pertaining to configuration items

Answer:

Explanation:

TheConfiguration Management Database (CMDB)in ServiceNow is a centralized repository that stores information aboutConfiguration Items (CIs), which can includeboth tangible and intangible business assets.

Tangible assets: Physical devices like servers, network components, and workstations.

Intangible assets: Software, applications, cloud services, licenses, and business services.

Relationships and Dependencies: CMDB maintains the relationships between CIs to help with impact analysis, change management, and troubleshooting.

What is Stored in the CMDB?CMDB plays a crucial role inIT Service Management (ITSM), ensuring that organizations haveaccurate and up-to-dateasset data for better decision-making.

(A) The CMDB contains data about tangible and intangible business assets – Correct

TheCMDB tracks and manages both physical (tangible) and virtual (intangible) assets.

Examples oftangible assets: Servers, routers, desktops, mobile devices.

Examples ofintangible assets: Cloud services, software applications, business services.

(B) The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company – Incorrect

Business Rules are not stored in the CMDB.

Business Rules in ServiceNow are part of the platform’s automation framework and control system behavior but donotdefine configuration items.

TheCMDB does not function as an archive; it maintains real-time, active data about CIs.

Usage statistics are stored in performance analytics and reporting tools, not in the CMDB.

(D) The CMDB contains ITIL process data pertaining to configuration items – Incorrect

While CMDBsupports ITIL processes, it doesnot store ITIL process datadirectly.

ITIL process data (e.g., incident, problem, change records) is stored inITSM modules, not in the CMDB itself.

CMDBdoes contain CI relationshipsthatsupportITIL processes likeIncident, Problem, and Change Management.

Explanation of Each Option:

CI Classes & Hierarchy: ServiceNow CMDB uses a hierarchical structure with variousCI Classes(e.g.,cmdb_ci,cmdb_ci_server,cmdb_ci_database).

CMDB Health Dashboard: Ensures data accuracy withcompleteness, compliance, and correctnessmetrics.

Relationship Management: CIs in the CMDB are linked to show dependencies, which iscrucial for impact analysisin change and incident management.

Discovery & Service Mapping: ServiceNow’sDiscovery and Service Mappingtools helpautomate CI data collection.

Additional Notes & Best Practices:

ServiceNow Docs: CMDB Overview

ServiceNow Community: Best Practices for CMDB Data Accuracy

References from Certified System Administrator (CSA) Documentation:

Question 27

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

Options:

True

False

Question 28

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)

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:

Question 29

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

Options:

True

False

Question 30

What is the platform name for the User table?

Options:

u_users

sys_users

x_users

sys_user

Question 31

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

Question 32

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

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, , , , ]

Question 33

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:

Question 34

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

Question 35

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

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.

Question 36

What is the difference between UI Policy and UI Action?

Options:

UI Action can make fields read-only, mandatory, or hidden. while UI Policy can make a save button visible for appropriate users.

UI Policy can make fields read-only, mandatory, or hidden. while UI Action can make a save button visible for appropriate users.

Question 37

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

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, , , , , ]

Question 38

What is the function of user impersonation?

Options:

Testing and visibility

Activate verbose logging

View custom perspectives

Unlock Application master list

Answer:

Explanation:

InServiceNow,User Impersonationallows anadmin or a user with the appropriate roleto temporarily act as another userwithout needing their password. This is mainly used fortesting and visibility, helping administrators and developers verify user permissions, role-based access, and UI experiences.

Testing Permissions & Roles

Ensures thatusers have the correct access rights(e.g., verifying ITIL user permissions for incident management).

Helps testUI Policies, Business Rules, and ACLs (Access Control Rules)by viewing the system from the perspective of different roles.

Debugging & Troubleshooting

Identifies why a usercannot access certain records or modules.

Helps inresolving permission-related issueswithout affecting live users.

Experience Validation

Ensures userssee the correct menus, fields, and optionsbased on their assigned roles.

Useful when developingnew applications, workflows, or Service Catalog items.

Admins and authorized userscan impersonate by clicking on their name in the top-right corner and selectingImpersonate User.

Once impersonated, all actions are logged for security and compliance.

Primary Functions of User Impersonation:How to Use Impersonation:

(A) Testing and visibility – Correct

The primary function ofuser impersonationis totest and verify what different users can see and doin the system.

It helps withdebugging UI, role-based access, ACLs, and workflow execution.

(B) Activate verbose logging – Incorrect

Verbose loggingis used fordetailed debugging and performance monitoring, butimpersonation does not enable logging features.

ServiceNow doesnotuse the term "custom perspectives" in the context of impersonation.

Impersonationshows what a specific user sees based on their roles, but it doesnot create custom perspectives.

(D) Unlock Application master list – Incorrect

There isno such featureas an "Application Master List" that requires impersonation to unlock.

Application access is controlled byroles and permissions, not impersonation.

Explanation of Each Option:

Never impersonate a user without permission, especially in production environments.

All impersonation actions are loggedin the system for security and auditing purposes.

Use impersonation in a sub-production (development or test) instancebefore making changes to production.

Admins should use impersonation instead of logging in with test user accountsto maintain security and accountability.

Additional Notes & Best Practices:

ServiceNow Docs: Impersonating Users

ServiceNow Community: Best Practices for User Impersonation

References from Certified System Administrator (CSA) Documentation:

Question 39

Tables are made up of which of the following?

Options:

records

lists

forms.

fields

Question 40

What is the Import Set Table?

Options:

A table where data will be placed, post-transformation

A table that determines relationships

A staging area for imported records

A repository for Update Set information

Answer:

Explanation:

InServiceNow, anImport Set Tableis atemporary staging areawhere raw data is storedbefore it is transformed and moved into a target table. It is primarily used indata import processesto ensure data integrity and allow transformation before committing data to production tables.

Stores incoming data from external sources(e.g., CSV files, Excel files, APIs, LDAP, etc.).

Acts as a temporary staging areabefore records are mapped and transformed into atarget table(e.g.,incident,cmdb_ci,problem).

Allows validation and error handlingbefore final data migration.

Uses Transform Mapsto determine how fields in the import set relate to fields in the target table.

Key Functions of an Import Set Table:

Data is importedinto anImport Set Tablefrom an external source.

TheImport Set Table temporarily stores the datawithout affecting existing records.

ATransform Mapis applied to move and modify the data before inserting it into the correct table.

Once transformation is complete, the data is transferred to thetarget table, and the Import Set Table can be cleared.

Example Workflow of an Import Set:

(A) A table where data will be placed, post-transformation – Incorrect

Thetarget table(e.g.,incident,cmdb_ci,problem) holds the dataaftertransformation.

TheImport Set Table is only a temporary staging areabefore transformation occurs.

(B) A table that determines relationships – Incorrect

Relationship tables(e.g.,cmdb_rel_ci) definedependencies between recordsbut are not used for data import.

Import Set Tables do not determine relationships between records.

Import Set Tables temporarily store incoming recordsbefore processing.

The data is transformed and mappedbefore being inserted into the final target table.

This ensuresdata integrity and consistency.

(D) A repository for Update Set information – Incorrect

Update Sets (sys_update_set) store changes to configurations, such as scripts, workflows, and UI policies.

Import Set Tables are used for data imports, not Update Sets.

Explanation of Each Option:

Always review data in the Import Set Table before applying transformationsto avoid incorrect data entry.

Use Transform Mapsto define field mappings between Import Set Tables and target tables.

Monitor Import Logs(sys_import_set_run) for errors or incomplete data.

Delete old Import Set dataperiodically to improve performance and avoid unnecessary storage usage.

Additional Notes & Best Practices:

ServiceNow Docs: Import Set Overview

ServiceNow Community: Best Practices for Import Set Management

References from Certified System Administrator (CSA) Documentation:

Question 41

When using the Load Data and Transform Map process, what is the Mapping Assist used for?

Options:

Mapping fields using the Import Log

Mapping fields using Transform History

Mapping fields using an SLA

Mapping fields using a Field Map

Answer:

Explanation:

InServiceNow, theLoad Data and Transform Mapprocess is used toimport data from external sources(e.g., CSV, Excel, XML) into the ServiceNow platform. TheMapping Assisttool is a feature within this process that helps administrators visually map fields between thesource data(imported file) and thetarget tablein ServiceNow.

Load Data:

Data is imported from an external source (e.g., CSV file, Excel spreadsheet, XML data).

The imported data is temporarily stored in astaging table(Import Set Table).

Transform Map:

ATransform Mapdefines how fields in the import set should be mapped to the target table in ServiceNow.

It allows datatransformation, filtering, and scriptingduring the import process.

Mapping Assist:

Mapping Assistis avisual toolthat helps administrators easily map fields between the import set and the target table.

It provides adrag-and-drop interfaceto connect fields.

Helps preventerrors in field mapping, ensuring data integrity.

Understanding the Load Data and Transform Map Process

Why Answer "D" is Correct:✔️"Mapping fields using a Field Map."

TheField Mapis created in theTransform Mapto define how fields from the import set match fields in the target table.

Mapping Assistis used tovisually linkthese fields, making it easier to set up the transformation process.

Why the Other Answers Are Incorrect:A. "Mapping fields using the Import Log."

Incorrectbecause theImport Logtracks the progress of an import job but does not provide field mapping.

The Import Log is used fortroubleshooting errors, not for mapping fields.

B. "Mapping fields using Transform History."

IncorrectbecauseTransform Historytracks past transformations and changes made during imports, but it isnot used for mapping fields.

It is used forauditing and debugging transformations, not field mapping.

C. "Mapping fields using an SLA."

IncorrectbecauseSLAs (Service Level Agreements)are used for tracking and enforcing deadlines on tasks,not for data mapping.

SLAs have no role in theLoad Data and Transform Mapprocess.

ServiceNow CSA Study Guide – Import Sets & Data Transformation

ServiceNow Docs: Transform Maps & Field Mapping(ServiceNow Documentation)

ServiceNow Docs: Mapping Assist Feature

References from the Certified System Administrator (CSA) Documentation:

Question 42

What is (are) best practice(s) regarding users/groups/roles? Choose 2 answers

Options:

You should never assign roles to groups.

You should assign roles to users.

You should assign roles to groups

You should add users to groups

Question 43

Record numbers have to be manually incremented

Options:

True

False

Question 44

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

Question 45

What access does a user need to be able to import articles to a knowledge base?

Options:

sn_knowledge_import

sn_knowledge contribute

Can contribute

Can import

Question 46

If you have the Impersonate role, what type of user are you not able to impersonate?

Options:

Customer

VIP

System Administrator

Approver

Catalog User

Question 47

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

Options:

Star

Triangle

Pencil

Clock

Question 48

Which determines the relationships between field in an import. Set table to field in an existing ServiceNow table?

Options:

Transform Map

Business Service Management Map

Schema Map Relationship Builder

Data Sources

Question 49

What are advantages of using Flow Designer? (Choose three.)

Options:

Supports advanced developers

Enables complicated scripting

Reduces technical debt

Less manual scripting

Smooth integration with 3rd party systems

Question 50

Which roles grant access to source control repository operations such as importing applications from source control, or linking an application to source control?

Choose 2 answers

Options:

git_admin

source_control_admin

source control

admin

Question 51

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.

Question 52

What ServiceNow feature can be triggered by events, and is used to inform users about activities or updates in ServiceNow?

Options:

Notifications

Alerts

Texts

Events

Emails

Question 53

On the knowledge base record, which tab would you use to define which users are able to write articles to the knowledge base?

Options:

Can Read

Can Write

Can Contribute

Can Author

Cannot Author

Question 54

Which set of steps is used to import spreadsheet data into a ServiceNow table?

Options:

Load Data, Create Transform Map, Run Transform

Select Import Set, Select Transform Map, Run Transform

Select Data Source, Schedule Transform

Define Data Source, Select Transform Map, Run Transform

Question 55

Which server-side object provides methods for working with dates when writing a script in a privately scoped application?

Options:

current

GlideRecord

GlideSystem

GlideDateTime

Question 56

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]

Question 57

Which type of scripts run in the browser?

Options:

Policies and Client Scripts

Access Contral Scripts

script Include Scripts

Business Rule Scripts

Question 58

If users would like to locate and assign a task to themselves in the Platform, what action could they perform from the list view to make the assignment? (Choose 2 answers)

Options:

Select the record using the check box, then select the Person icon

Select the Task number, and select the Assign to me UI action on the form

Right-click on the Task number and select the Assign to me option in the menu

Double-click on the Assigned to value, type the name of the user, and select the green check

Select the record using the check box, then select the Assign To Me UI action on the List Header

Question 59

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

Question 60

Which objects can be used in Inbound Action scripts?

Options:

current and Previous

current and producer

current and event

current and email

Question 61

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

Question 62

What action would an administrator perform on a list if they wanted to show the records in groups, based on the Category column? (Choose 2 answers)

Options:

On the list Context Menu, select Group By > Category

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

On the Application Navigator, type group.category and press Enter

Select the Group icon, then select Category

On the Filter Menu, select Group By > Category

Question 63

The Report Designer contains different sections for configuring your report. Which section is used to adjust the look of your report, including colors, files, and legend layout?

Options:

Format

Layout

Style

Configure

Question 64

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.

Question 65

What is the GlideForm Client-side scripting object?

Options:

gs.form

sn.form

gs.form

g_form

Question 66

If users would like to locate and assign a task to themselves in the Platform, What action could they perform from the list view to make the assignment?

Choose 2 answers

Options:

Select the record using the check box, then select the Person icon

Double click on the Assigned to value, type the name of the user, and select the green check

Select the record using the check box then select the Assign To Me UI action on the List Header

Right click on the Task number and select the Assign to me option in the menu

Select the Task number, and select the Assign to me UI action on the form

Question 67

Which access control rule applies to every field in the incident table?

Options:

incident<==>

incident.all

incident | | *

incident.*

Question 68

When would you use the following steps?

1, Homepage Admin > Pages

2. Right click on Homepage record

3. Select Unioad Portal Page

Options:

To publish a Homepage to the Portal

To retire a Homepage

To delete a Homepage

o To add a Homepage to an update set

Question 69

When moving a homepage or dashboard between instances, what must you remember?

Options:

Create a separate update set for them

They are automatically added to the update set

Manually add them to the update set

They cannot be moved via update set

Question 70

What actions are required to refine the number of records displayed in a list view?

Options:

Right-click to configure relationship list

Add embedded lists and form annotations

Select the filter icon and apply conditions

Modify field properties and duplicate form views

Question 71

Which type of scripts nun in the browser?

Options:

Script include Scripts

Business Rule Scripts

Access Contra! Scripts

Ul Policies and Client Scripts

Question 72

You are looking at a list of Active incidents. You want to exclude incidents with the state of Resolved. How might you do that?

Options:

On the list of records, locate the right-click on the Resolved value, select Exclude.

Click Funnel icon, click AND, Select Resolved, is Not State click Run

On state column title, right-click, select Filter Out > Resolved

On Search, select State, type not Resolved, press enter

On the list of records, locate and right-click on the Resolved value, select Filter Out

Question 73

You are asked to create an option in the Service Catalog, which will allow a user to click Get Help and describe the issue they are having. These forms should create incident records, which are automatically routed to the Service Desk. Which method would you use?

Options:

Create Record Producer

Create Catalog Item

Create Order Guide

Create Content Item

Question 74

On a Catalog Task record, how would an administrator change the priority choice options?

Options:

O Right-click the Priority Label > select Configure Choices

O In the Context menu of the form, select Configure Options

O Open the Data Dictionary > select Values

O Right-click the Priority Label > select Configure Lists

Question 75

Which system property is added and set to true in order to see impersonation events in the System Log?

Options:

glide user_setting

glide sys all_jmpersonation

glide sys log_jmpersonabon

glide.impersonation_setting

glide sys admin_login

Question 76

A colleague wants to rearrange the columns on their My Work list. Once the user has navigated to the list where should they navigate to select and arrange the columns?

Options:

Click Personalize List

Right click on any column header. Context Menu > Configure > List Layout

Click List Context Menu > Personalize List

Click List Content Menu > Configure > List Layout

Question 77

The source control operation used to store local changes on an instance for later application is called a(n) .

Options:

Tag

5lasn

Branch

Update set

Question 78

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

Question 79

Which objects are used as part of the client-side scripting API?

Choose 2 answers

Options:

current and previous

g-form

g-user

workflow.scratchpad

Question 80

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

Question 81

Many actions are included with flow designer, what are some frequently used core actions? Choose 4 answers.

Options:

Wait for Condition

Ask for Approval

Create Record

Wait for Match

Look for Update

Look Up Record

Question 82

You are creating a catalog item for ordering a new desktop computer. The computers have these options:

Color: Black or Silver

RAM: 32 MB or 64 MB

Keyboard: Standard or Ergonomic

Monitor: 24 inch or 32 inch

How do you add these options to the catalog item form?

Options:

Add UI options

Add choices

Add fields

Add variables

Question 83

On a filter condition, there is an element, which is based on the table, the user access rights, and columns on the table. What is this element called?

Options:

Attribute

Label

Field

Column

Data Element

Question 84

What type of query allows you to filter list data using normal words, instead of the condition builder?

Options:

Natural Language Query

Alexa Query

Machine Learning Query

Predictive Intelligence Query

Auto-suggest Query

Question 85

Which helps to visualize configuration items and their relationships?

Options:

Transform Map

Schema Map

Tables

Flow Design

Dependency View

Question 86

Which field on every record contains a unique identifier for that record?

Options:

sys_numbera

sc_req_item

sys_id

sys_number_id

Question 87

What are the steps for importing data using an import set?

Options:

Select source file; Run automap; Transform data; Clean up target table

Set up LDAP; Test map: Create update set; Run import: Apply update set

Identify source; Import transform map: Run transformer; Verity import

Load the data; Create transform map; Transform data; Clean up import table

Question 88

When does a Business Rule execute in ServiceNow?

Options:

Only when a record is deleted

When a user downloads a report

Before or after a record is saved to the database

Before or after a user logs into the platform

Question 89

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

Question 90

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

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:

Question 91

Which of the following statements describes how data is organized in a table?

Options:

A column is a field in the database and a record is one user

A column is one field and a record is one row

A column is one field and a record is one column

A column contains data from one user and a record is one set of fields

Question 92

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

Options:

Business Rule

Workflow

Log entry

Knowledge article publication

Question 93

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)

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.

Question 94

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

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:

Question 95

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.

Question 96

What is the primary application used to load data into ServiceNow?

Options:

Service Level Management

Configuration

System Import Sets

System Update Sets

Answer:

Explanation:

InServiceNow,System Import Setsis the primary application used toimport and transform datafrom external sources into the platform. It provides a structured way toload data into tableswhile allowingdata transformation and mappingbefore final insertion.

Data Loading from External Sources:

Supports imports fromCSV, Excel, XML, JSON, and JDBC databases.

Allows data fromexternal systemsto be brought into ServiceNow.

Staging Area for Data Processing:

Imported data first enters atemporary staging table(Import Set Table).

Data can then betransformedbefore being committed to the target table.

Data Mapping and Transformation:

UsesTransform Mapsto map fields from theImport Set Tableto theTarget Table.

Supportsautomatic field mappingandscripted transformations.

Data Cleansing and Validation:

Duplicate records can bedetected and removed.

Invalid or missing data can becorrected before insertion.

Navigate to System Import Sets(All → System Import Sets → Load Data).

Upload the data file(CSV, XML, JSON, etc.).

Create a Transform Mapto define how data is mapped to the target table.

Run the transformationto move data from the Import Set Table to the final table.

Verify the datain the target table.

A company importsemployee recordsfrom an externalHR system (CSV file).

TheSystem Import Setsmodule loads this data into astaging table.

ATransform Mapmoves the data into theUser [sys_user]table.

Key Features of System Import Sets:Steps to Load Data Using Import Sets:Example Use Case:

Why Option C (System Import Sets) is Correct?System Import Sets is the primary tool for loading data into ServiceNow from external sources.

Why Other Options Are Incorrect?A. Service Level Management→ Incorrect

Service Level Management (SLM)is used to trackService Level Agreements (SLAs), not to import data.

B. Configuration→ Incorrect

Configuration Management (CMDB)helps trackconfiguration items (CIs)but does not handle data imports.

D. System Update Sets→ Incorrect

Update Setsare used tomove configurations and customizationsbetween instances,not to import data.

ServiceNow Docs – Importing Data with System Import

ServiceNow Learning – Data Import & Transformation Best Practices

ServiceNow Developer Portal – Using Import Sets Efficiently

References from Certified System Administrator (CSA) Documentation:

Question 97

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

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

Creating Business

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

Question 98

When does the Submit button appear on a form?

Options:

When saving an old record

When creating a new record

When changing the reference field in an existing record

When updating an existing record

Question 99

When you need to orchestrate business processes across services with little technical user knowledge, which utility would you use?

Options:

Flow Manager

Flow Designer

Flow Editor

Workflow Editor

Workflow Designer

Question 100

What is a quick way to create a report from a list view?

Options:

Click on filter breadcrumb, drag and drop on the Report > Create New module

Click Funnel, define filter conditions, click Create Report

Click Context Menu, select Create Report

Apply filter, right click on column header, select Bar Chart

Apply filter, right click on column header, select Create Report

Question 101

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

Question 102

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

Options:

UI Policies

UI Settings

UI Actions

UI Config

Question 103

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

Options:

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

Data Policies can be converted into UI Policies, but UI Policies cannot be converted into Data Policies

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

Data Policies run only after UI Policies run successfully

Answer:

Explanation:

In ServiceNow,UI PoliciesandData Policiesserve different but complementary purposes in controlling data behavior and enforcing business rules.

UI Policies are client-side rules that dynamically change form behavior based on user interactions.

They enable administrators to show/hide fields, make fields read-only, or set fields as mandatory dynamically.

UI Policies only apply when a user is interacting with a form through the ServiceNow UI (Client-side execution).

These policies do not enforce rules if data is added via an Import Set, API, or background script.

Data Policies enforce rulesserver-side, meaning they applyregardless of how data is entered(e.g., form submission, Import Sets, SOAP/REST API calls, or Business Rules).

They ensure data integrity by making fields mandatory, setting read-only properties, or applying other restrictions.

Data Policies can apply conditions globally, unlike UI Policies, which work only in the UI context.

UI Policies:Data Policies:Key Differences:Feature

UI Policy

Data Policy

Scope

Affects only forms (Client-side)

Affects all data entry points (Server-side)

Execution Location

Runs in the browser

Runs on the server

Triggers

User interaction on the form

Any data entry method (Forms, Import Sets, API, etc.)

Enforcement

Works only when using the UI

Applies even when data is added outside the UI

"Data Policies run regardless of how data is entered into ServiceNow"→Correct, because Data Policies enforce rules whether the data is entered via UI, API, Import Sets, or other means.

"UI Policies are used for form interactions"→Correct, because UI Policies apply only to client-side form behavior.

Option A: Incorrect. UI Policies are not set by web services; they are applied when interacting with forms.

Option B: Incorrect. While some Data Policies can be converted into UI Policies, the reverse is not true in all cases.

Option D: Incorrect. UI Policies and Data Policies operate independently, and Data Policies do not depend on UI Policies running first.

Why Option C is Correct:Why Other Options are Incorrect:

[References:For official documentation, refer to:, ServiceNow Docs - UI Policies, ServiceNow Docs - Data Policies, ServiceNow Community - UI Policy vs Data Policy, , , , ]

Question 104

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

Question 105

Which tool is used to define relationships between fields in an import set table and a target table?

Options:

Transform Schema

Schema Map

Dictionary Map

Transform Map

Field Transformer

Import Designer

Question 106

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

Question 107

The ServiceNow platform includes which types of interfaces? (Choose three.)

Options:

Now Mobile Apps

Agent Control Center

Back Office Dashboard

Service Portals

Now Platform® User Interfaces

Field Service Taskboard

Question 108

What do you call any component that needs to be managed in order to deliver services?

Options:

CSDM Items

CMDB

Configuration item

Service Offerings

Asset

Question 109

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

Options:

Template

Reference Qualifier

Formatter

Assignment Rule

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

ServiceNow Learning – Templates and Data Population

ServiceNow Best Practices – Using Templates for Efficiency

References from Certified System Administrator (CSA) Documentation:

Question 110

What controls the publishing and retiring process for knowledge articles?

Options:

Approval Policies

Approval Definitions

Workflow Designer

Workflows

State Lifecycle

Question 111

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]

Question 112

Which certificate-based authentication methods can be enabled so that users can log into the Service Portal? (Select all that apply) Select 2 Answers from the below options

Options:

Extended Validation Access (EVA)

Organization Verification Card (OVC)

Common Access Card (CAC)

Domain Authentication Card (DAC)

Personal Identify Verification (PIV)

Question 113

What do you activate when you want to add applications or functionality within your development instance?

Options:

App Package

Updated Pack

Patch

Plugin

App Updated Set

Question 114

A change request has been approved and assigned to you as the system administrator to change the Incident number prefix from the default of "INC" to the company standard IN." What are the next steps to be taken''

Options:

Go to the Number Maintenance application and change the prefix to "IN" for incident

Create a Business Rule that modifies the prefix before the Insert operation

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

Submit a Change Request to ServiceNow Technical Support

Question 115

Which module would you use to create a new automation of business logic such as approvals, tasks, and notifications?

Options:

Process Automation > Flow Designer

Process Automation > Flow Administration

Process Automation > Workflow Editor

Process Automation > Process Flow

Process Automation > Active Flows

Question 116

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

Options:

Sourcing fields

Function fields

Computational fields

Calculation fields

Question 117

What do you need to do before you can use an Application-based trigger in your flow?

Options:

Activate application trigger spoke

Activate trigger security rules

Activate application spoke, and plug-ins as needed

Assign Application trigger role [sn_app_trigger_write] to SME

Activate application plugins only

Question 118

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)

Question 119

Which feature allows you to automate business logic for a particular application or process such as approvals, tasks notifications, and record operations?

Options:

Flows

Action Sequences

Action Sets

Task Flows

Flow Diagrams

Question 120

Which tool is used for creating dependencies between configuration items in the CMDB?

Options:

CI Relationship Editor

CMDB Builder

CI Service Manager

Cl Class Manager

Answer:

Explanation:

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

Visual Representation of CI Dependencies:

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

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

Supports Complex CI Relationships:

Allows definingparent-child,peer, anddependencyrelationships between CIs.

Helps in ensuring the accuracy ofservice mapsandIT asset relationships.

Drag-and-Drop Functionality:

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

Integration with CMDB Relationship Rules:

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

Impact and Root Cause Analysis:

Helps introubleshooting IT incidentsby showing thedependencies between services.

Useful inchange managementto predict potentialimpactson downstream services before making changes.

Key Features of CMDB Builder:

A. CI Relationship Editor:

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

It is moremanual and less interactivecompared to CMDB Builder.

C. CI Service Manager:

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

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

D. CI Class Manager:

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

It is not used forcreating dependencies between configuration items.

Why Other Options Are Incorrect:

ServiceNow CMDB Guide:CMDB Builder Overview

ServiceNow Best Practices for CMDB:CMDB Relationship Management

ServiceNow Admin Documentation:Understanding CMDB Dependency Management

References from the Certified System Administrator (CSA) Documentation:

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

Question 121

Which ServiceNow resource is a framework that ensures the data your ServiceNow application requires maps correctly to the appropriate CMDB tables?

Options:

Common Service Data Model (CSDM)

Service Mapping Utility (SMU)

Service Schema Map (SSM)

CMDB Class Manager (CMDBCM)

CI Class Manager (CICM)

Question 122

Your customer would like to create a new template to notify users who are affected by network outages at their site. Which module would you use to create a new notification?

Options:

System Notification > Email > Notifications

Administration > Notification Overview

System Properties > Email > Settings

User Preferences > Email > Notifications

Click Gear > Notifications > New

Question 123

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

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

Question 124

Which ServiceNow capability provides assistance to help users obtain information, make decisions, and perform common work tasks via a messaging interface?

Options:

Agent Workspace

Chat bot

Virtual Agent

Knowledge Chat

Now Support

Question 125

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

Question 126

How can administrators utilize the same content for different notification channels?

Options:

Configure Default notification content

Enable Actionable notification content

Provide Common notification content

Set up Related notification content

Question 127

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

Question 128

From a form, what would you click to add additional fields to the form? (Choose two.)

Options:

Context Menu > Form > Layout

Context Menu > Configure > Form Layout

Context Menu > Configure > Form Design

Right click on header > Add > Field

Context Menu > Form > Designer

Right click on header > Configure > UX Dashboard

Question 129

What kind of data can Import Sets use to populate tables in ServiceNow?

Options:

CSS, SOAP, and Excel

XML. CSV, and Excel

SOAP, REST, and XML

XML, SOAP, and CSS

Question 130

Which of the following steps can be used to import new data into ServiceNow from a spreadsheet?

Options:

Select Data Source, Schedule Transform

Load Data, Create Transform Map, Run Transform

Define Data Source, Select Transform Map, Run Transform

Select Import Set, Select Transform Map, Run Transform

Answer:

Explanation:

Importing data into ServiceNow from a spreadsheet involves a structured process to ensure data integrity and proper mapping. The three main steps in the process are:

The first step in importing data into ServiceNow is to load the spreadsheet into an Import Set table.

This can be done through theSystem Import Sets > Load Datamodule.

The system will create a temporary table (Import Set) where the data will be staged before being transformed into target tables.

ATransform Mapis required to map fields from the Import Set table to the target table in ServiceNow.

Transform Maps define how data from the source (Import Set table) will be transferred and transformed into the destination table (e.g., Incident, User, CMDB, etc.).

The Transform Map allows for additional transformations such ascoalescing records(to avoid duplicates) and scripting for data manipulation.

After configuring the Transform Map, the final step is toRun Transform, which applies the mappings and moves the data from the Import Set table to the target table.

This process ensures that the imported data is correctly integrated into the ServiceNow instance and adheres to the configured rules.

Option A: "Select Data Source, Schedule Transform"– Incorrect because selecting a data source is part of data import, but "scheduling" a transform is not a required step in the standard import process.

Option C: "Define Data Source, Select Transform Map, Run Transform"– Incorrect because "Define Data Source" is more relevant when setting up external data imports. The process must begin with "Load Data" rather than defining the data source.

Option D: "Select Import Set, Select Transform Map, Run Transform"– Incorrect because an Import Set must first be created by loading data before it can be selected.

ServiceNow Docs: Importing Data Overview

ServiceNow Docs: Creating a Transform Map

ServiceNow Docs: Running a Transform Map

Step 1: Load DataStep 2: Create Transform MapStep 3: Run TransformWhy Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:

Question 131

On a Business Rule, the When setting determines at what point the rule executes. What are the options for specifying that timing?

Options:

Before, After, Async, Display

Prior to, Synchronous, on Update

Insert, Update, Delete, Query

Before, Synchronous, Scheduled Job, View

Question 132

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)

Question 133

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

Question 134

What is NOT an example of a UI Action?

Options:

Form buttons

list Buttons

Options:

Virtual Agent Help

Local Action Help

Help Panel

Flow Assistant

Question 136

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

Question 137

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

Question 138

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

Question 139

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

Exam Detail

Vendor: ServiceNow

Certification: Certified System Administrator

Exam Code: CSA

Exam Name: ServiceNow Certified System Administrator

Last Update: Dec 7, 2025

CSA Question Answers

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