Which tool is used to have conversations with logged-in users in real-time?
Connect Chat
Now Messenger
User Presence
Comments
Connect Chatis the real-time messaging tool in ServiceNow that allows logged-in users to communicate instantly within the platform. It provideslive, interactive conversationsbetween users, which is particularly useful for collaboration in IT Service Management (ITSM), HR, and other ServiceNow modules.
Primary Functionality:
Enablesreal-time conversationswithin ServiceNow.
Allows communication betweenindividual users, groups, and support teams.
Can be integrated into variousServiceNow applications(e.g., Incident Management, HR Service Delivery).
Where to Access It:
Users can accessConnect Chatfrom theConnect Sidebar(a chat window on the right side of the screen).
Available under:All → Connect Chat.
Key Features:
Supportsone-on-one and group conversations.
Integrates withwork notes and commentson ServiceNow records.
Providesnotifications and presence indicatorsto show who is online.
Understanding Connect Chat:
B. Now Messenger– Incorrect.
No such tool calledNow Messengerexists in ServiceNow.
C. User Presence– Incorrect.
User Presenceallows users to seewho is onlinein the system but does not provide chat functionality.
D. Comments– Incorrect.
Commentsare used to provideasynchronous updateson records but do not enablereal-time communication.
Explanation of Incorrect Answers:
ServiceNow Product Documentation → Connect Chat
ServiceNow CSA Study Guide → Collaboration Tools in ServiceNow
ServiceNow Knowledge Base → Connect Chat vs. User Presence
References from Certified System Administrator (CSA) Documentation:
As it relates to ServiceNow reporting, which of the following statements describes what a metric can do?
A metric is a report gauge used on homepages to display real-time data
A metric is a time measurement used to report the effectiveness of workflows and SLAs
A metric is used to measure and evaluate the effectiveness of IT service management processes
A metric is a comparative measurement used to report the effectiveness of workflows and SLAs.
In ServiceNow,metricsare essential tools used to track and measure key performance indicators (KPIs) related to IT Service Management (ITSM) processes. They help organizations assess how effectively they are meeting their objectives by collecting data over time.
Definition of a Metric:
Ametricin ServiceNow refers to a method of measuring and evaluating the performance and effectiveness ofIT service management processesover time.
It allows organizations to track changes in records and measure how long specific conditions exist within a workflow.
Key Characteristics of a Metric:
It is used toassess process performanceandevaluate efficiencywithin IT services.
It providesquantifiable datato analyze trends and improvements in Service Management.
Common use cases include trackingincident resolution times,change request approvals, andSLA compliance.
Understanding ServiceNow Metrics:Why Answer "C" is Correct:✔️"A metric is used to measure and evaluate the effectiveness of IT service management processes."
This definition aligns precisely with how ServiceNow definesmetrics—theytrack, measure, and analyzethe efficiency of various ITSM processes over time.
Metrics help organizations understand service performance trends and make data-driven decisions.
Why the Other Answers Are Incorrect:A. "A metric is a report gauge used on homepages to display real-time data."
Incorrectbecausegaugesare UI elements thatvisualizedata from reports or metrics but are not themselves metrics. Metricscollect and measuredata, whereasgaugesdisplay the information.
B. "A metric is a time measurement used to report the effectiveness of workflows and SLAs."
Incorrectbecause whiletime-based metricsexist (e.g., tracking how long an incident stays in a particular state), metrics in ServiceNow arebroaderand not limited to time measurement alone.
D. "A metric is a comparative measurement used to report the effectiveness of workflows and SLAs."
Incorrectbecause metrics are not necessarilycomparative; they areabsolute measuresof process effectiveness. Metrics provideraw performance data, which can later be compared or analyzed over time.
ServiceNow CSA Study Guide – Reporting & Performance Analytics
ServiceNow Docs: Metrics Definition & Configuration(ServiceNow Docs - Metrics)
ServiceNow Performance Analytics & Reporting Overview
References from the Certified System Administrator (CSA) Documentation:
What is a Record Producer?
A Record Producer is a type of Catalog Item that is used for Requests, not Services
A Record Producer creates user records
A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests
A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog
ARecord ProducerinServiceNowis atype of Catalog Itemthat allows users to create records intables(such as Incidents, Change Requests, or HR Cases) from theService Catalog. It provides asimplified and user-friendly interfacefor users to submit structured data without needing direct access to the actual form or database tables.
Key Features of a Record Producer:✔Creates task-based recordsin the appropriate table (e.g.,incident,sc_task,problem).
✔Uses a simplified forminstead of the standard form view of a record.
✔Can trigger workflows and business ruleswhen submitted.
✔Maps user inputs to table fieldsviaVariable Mappings.
An employee wants toreport a broken laptopbut does not need to see the fullIncident form.
The IT team creates aRecord Producernamed "Report an IT Issue" in theService Catalog.
The Record Producercollects user input(e.g., issue description, urgency, contact information).
Upon submission, itcreates an Incident record (incidenttable)in ServiceNow.
Example Use Case:
Why the Correct Answer is D:D. A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog(Correct)
This is the most accurate description of aRecord Producer.
It allows users tocreate recordsin a specifiedtask table (Incident, Change, Request, etc.)through theService Catalog.
Why the Other Options Are Incorrect:A. A Record Producer is a type of Catalog Item that is used for Requests, not Services (Incorrect)
Record Producers are not limited to Requests.
They can create various types of records, including Incidents, Change Requests, and HR Cases.
B. A Record Producer creates user records (Incorrect)
A Record Producerdoes not create user records(users are managed in thesys_usertable).
Instead, itcreates task-based recordsin other tables likeincidentorsc_task.
C. A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests (Incorrect)
Order Guides, not Record Producers, handlebundling multiple Catalog Items into a single request.
ARecord Producer creates a single recordin a defined table.
Comparison: Record Producer vs. Other Catalog ItemsFeature
Record Producer
Standard Catalog Item
Order Guide
Creates a record in a ServiceNow table
Yes
No
No
Used to order physical/digital goods
No
Yes
Yes
Can bundle multiple requests
No
No
Yes
Uses a form-based submission
Yes
Yes
Yes
Which configuration allows you to use a script to coalesce data in Import Sets?
Multiple-field coalesce
No coalesce
Conditional coalesce
Single-field coalesce
InServiceNow Import Sets,coalescingis the process ofmatching existing recordsto avoid duplicate entries when importing data.Conditional coalesceis the only method that allows using ascriptto determine if records should be updated or inserted.
Single-field Coalesce (Incorrect)
Usesone fieldto determine if a record exists.
If a match is found, the record isupdated; otherwise, a new record is created.
Example: Usingemailas a coalesce field when importing user data.
Multiple-field Coalesce (Incorrect)
Usesmultiple fieldsto find a match.
If all specified fields match, the record isupdated. Otherwise, a new record is created.
Example: MatchingFirst Name + Last Name + Email.
No Coalesce (Incorrect)
Every import creates anew record, regardless of whether a similar record exists.
Conditional Coalesce (Correct)
Allows using ascript to define custom logicfor identifying records to update.
This isthe only coalescing method that supports scripting.
Example:
A script can check if eitheremailoremployee IDexists, andif neither exist, create a new record.
Types of Coalescing in Import Sets:
Understanding Coalesce in Import Sets
Import Set Coalescing
Conditional Coalesce Scripting
Using Conditional Coalesce
References from ServiceNow CSA Documentation:
What defines conditions that are evaluated against users to determine which users can create, read, write, and retire knowledge articles.
User conditions
User info
User Criteria
User permissions
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:
A Service Catalog may include which of the following components?
Order Guides, Exchange Rates, Calendars
Order Guides, Catalog Items, and Interceptors
Catalog Items, Asset Contracts, Task Surveys
Record Producers, Order Guides, and Catalog Items
In ServiceNow, theService Catalogis a structured collection of IT and business services that users can request. It is designed to provide a self-service experience for end-users, streamlining service requests and automating fulfillment processes. The main components of a Service Catalog include:
Record Producers– These are simplified forms that allow users to create records in various tables without requiring direct access to those tables. They enable users to submit requests or incidents through the catalog in a user-friendly manner.
Order Guides– These facilitate the ordering of multiple related catalog items in a single request. For example, when a new employee is onboarded, an order guide can group multiple items such as a laptop, software access, and a phone.
Catalog Items– These are the individual items or services that users can request through the Service Catalog. Examples include hardware (like laptops and monitors), software access, and other business services.
Option A (Order Guides, Exchange Rates, Calendars)–
Exchange RatesandCalendarsare not part of the Service Catalog framework in ServiceNow.
While Exchange Rates may be relevant in financial applications, they do not define the core components of the Service Catalog.
Calendars are used for scheduling, but they do not form part of the Service Catalog structure.
Option B (Order Guides, Catalog Items, and Interceptors)–
Interceptorsare used to guide users through form-based submissions, but they are not a fundamental component of the Service Catalog.
Order Guides and Catalog Items are correct, but the presence of Interceptors makes this option incorrect.
Option C (Catalog Items, Asset Contracts, Task Surveys)–
Asset Contractsrelate to IT Asset Management (ITAM) and are not core Service Catalog components.
Task Surveysare used for feedback collection but are not part of the core structure of a Service Catalog.
Knowledge articles within a knowledge base are grouped by category.
True
False
InServiceNow, knowledge articles within aKnowledge Base (KB)aregrouped by categoriesto help users easily find and navigate relevant information.
Hierarchical Structure:
Categories can haveparent-child relationships, allowing forsubcategories.
Example:
Key Features of Knowledge Article Categorization:nginx
CopyEdit
ITSupport
├── Hardware
│ ├── Laptops
│ ├── Printers
├── Software
│ ├── Windows
│ ├── MacOS
Improved Search & Filtering:
Users can filter knowledge articlesby categoryin the Service Portal, Knowledge Management homepage, or in the Global Search.
Permissions & Visibility Control:
Categories can havespecific user criteriato restrict access to certain articles based on roles or groups.
Article Organization & Management:
Knowledge managers canreassign articlesto different categories if needed.
Knowledge Base (KB) articlesare always assigned to acategoryfor structured organization.
Without categories, articles would be unstructured and difficult to locate.
Knowledge Management Overview
Knowledge Management in ServiceNow
Creating and Managing Knowledge Categories
Knowledge Base Categories
Why the Answer is True?References from ServiceNow CSA Documentation:Final Verification:Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.
What is a Dictionary Override?
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
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:
Access Control rules may be defined with which of the following permission requirements? (Choose three.)
Roles
Conditional Expressions
Assignment Rules
Scripts
User Criteria
Groups
InServiceNow,Access Control Rules (ACLs)define thepermissionsrequired for users to interact with records, fields, or UI actions. ACLs are enforced at thedatabase leveland are evaluatedbefore granting accessto a user.
Access Control rules can be configured usingthree primary permission requirements:
Rolesdefine aset of permissionsassigned to users.
Access Control rules canrequire users to have a specific role(e.g.,admin,itil,catalog_admin) to perform an action on a table, field, or record.
Example:
A rule might state:Only users with theitilrole can read theIncidenttable.
Conditional expressionsallow access based on a specified condition.
These conditions areevaluated at runtime, and access is granted if they are met.
Example:
A condition could be:"Allow access if the record's 'State' field is 'New'".
This would mean that users can only modify records if their state is "New".
Scriptsallow advanced, custom logic to determine access.
ACLs supportserver-side scripts(written in JavaScript) that use thegs.hasRole(),currentobject, or other logic to evaluate whether a user should have access.
Example:
1. Roles (Correct -)2. Conditional Expressions (Correct -)3. Scripts (Correct -)javascript
CopyEdit
// Allow access only if the user is the requester of the record
answer = current.requested_for== gs.getUserID();
Scripts provideflexibilityby allowing complex access conditions beyond simple roles or expressions.
C. Assignment Rules(Incorrect)
Assignment Rulesare used toautomatically assign recordsto users or groups based on conditions.
They do not defineaccess control permissions.
E. User Criteria(Incorrect)
User Criteriais used inService CatalogandKnowledge Base (KB)to control access to catalog items or knowledge articles.
It isnot usedfor ACLs at the table/field level.
F. Groups(Incorrect)
Groupsare collections of users but cannot be directly used in ACLs.
Instead,roles(which are often assigned to groups) are used to define ACL permissions.
Why Other Options Are Incorrect?
ServiceNow Product Documentation - Access Control Rules
Access Control Rules Overview
Defining Access Control Rules
ServiceNow Security Model
Role-Based Access
Scripted ACLs
References from ServiceNow CSA Documentation:
Which statement is true about business rules?
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
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:
Which one of the following statements applies to a set of fields when they are coalesced during an import?
If a match is found using the coalesce fields, the existing record is updated with the information being imported
If a match is not found using the coalesce fields, the system does not create a Transform Map
If a match is found using the coalesce fields, the system creates a new record
If a match is not found using the coalesce fields, the existing record is updated with the information being imported
Coalescing is a crucial concept in ServiceNow's data import process. When a set of fields are marked as "coalesce" in aTransform Map, they act as unique identifiers to determine if an existing record should be updated rather than creating a new one.
If a match is found based on the coalesce field(s):
The system updates the existing record with the new data from the import.
If no match is found:
A new record is created.
How Coalescing Works in ServiceNow Imports:This means that coalescing helps maintain data integrity by preventing duplicate records while ensuring existing records receive updates when necessary.
When a record in the target table matches the value(s) in the coalesce field(s),ServiceNow updates that existing recordinstead of creating a new one.
This ensures that data is synchronized correctly rather than creating duplicate entries.
Option B (Incorrect):"If a match is not found using the coalesce fields, the system does not create a Transform Map."
The Transform Map isalways createdbefore the import process even starts. The presence or absence of a match has no impact on the Transform Map itself.
Option C (Incorrect):"If a match is found using the coalesce fields, the system creates a new record."
If a match is found, the existing record is updated,not replaced or duplicated.
Option D (Incorrect):"If a match is not found using the coalesce fields, the existing record is updated with the information being imported."
If a match isnotfound, anew recordis created, not an update to an existing one.
Why is Option A Correct?Why Are the Other Options Incorrect?
ServiceNow CSA Official Documentation on Data Import & Transform Maps:
ServiceNow Docs - Transform Maps
"If a field is coalesced, the system checks for matching records before inserting new ones. If a match is found, the existing record is updated; if no match is found, a new record is created."
Reference from Certified System Administrator (CSA) Documentation:
Conclusion:The correct answer isA. If a match is found using the coalesce fields, the existing record is updated with the information being imported.
????Understanding coalescingis vital for any ServiceNow administrator to ensure data integrity, avoid duplicates, and maintain system efficiency when handling data imports.
What is (are) best practice(s) regarding users/groups/roles? Choose 2 answers
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
InServiceNow, the best practice for managingusers, groups, and rolesis based onrole-based access control (RBAC).
Assign Roles to Groups (Correct)
Instead of assigning roles directly to users, it is abest practice to assign roles to groups.
This ensuresbetter role management, easier administration, and scalability.
Example:
The"IT Support"group has the"itil"role.
All users in this group automatically get theitilrole.
Add Users to Groups (Correct)
Users should be assigned togroupsrather thanroles directly.
Groups inherit roles, so when a user is added to a group, they automatically receivethe appropriate access.
Example:
A new Service Desk agent joins the"Service Desk"group and immediately gets the associated roles (itil,incident_manager, etc.).
A. You should never assign roles to groups(Incorrect)
Incorrect: Assigning roles to groups is therecommended best practice.
Managing roles at thegroup levelmakesaccess control more efficient and scalable.
B. You should assign roles to users(Incorrect)
Incorrect: Assigning roles directly to users isnot a best practicebecause it becomes difficult to manage as the organization grows.
Instead, users should beadded to groupsthat have the necessary roles.
Best Practices for Users, Groups, and Roles:Why Other Options Are Incorrect?
Managing Users, Groups, and Roles
ServiceNow Best Practices for Roles & Groups
Role-Based Access Control (RBAC)
User Administration
References from ServiceNow CSA Documentation:
Which application is used to change the number format per table?
Number Maintenance
System Maintenance
Table Maintenance
Record Maintenance
InServiceNow, theNumber Maintenanceapplication is used toconfigure and modify numbering formats for specific tables. This application allows administrators to control how records are numbered across different modules.
Customization of Number Formats
Administrators can defineprefixes, number sequences, and suffixesfor records in different tables.
Example:INC0001001forIncidents,REQ0002001forRequests.
Resetting or Adjusting Number Sequences
You can manually adjust the numbering sequence if needed.
Example: Resetting incident numbering to start from a specific value.
Supports Multiple Tables
Works for standard tables likeIncidents, Problems, Requests, Change Requests, etc.
Can also be configured forcustom tables.
Application Navigation
Path:
Go toAll → System Definition → Number Maintenance
Locate the table and modify its numbering settings.
Key Features of Number Maintenance:Why Option A (Number Maintenance) is Correct?"Number Maintenance" is the official ServiceNow application for managing number formats per table.
Why Other Options Are Incorrect?B. System Maintenance– Incorrect; no such module in ServiceNow manages numbering formats.
C. Table Maintenance– Incorrect; this does not exist as an application in ServiceNow.
D. Record Maintenance– Incorrect; not a valid ServiceNow feature for modifying number formats.
ServiceNow Docs – Number Maintenance
ServiceNow Learning – Customizing Numbering Schemes
ServiceNow System Definition – Number Format Best Practices
References from Certified System Administrator (CSA) Documentation:
When searching using the App Navigator search field, what can be returned? (Choose four.)
Names of Applications and Modules
Names of Modules
Names of Applications
Favorites
History Records
Titles of Dashboard Gauges
TheApplication Navigator (App Navigator) search fieldin ServiceNow allows users to quickly findapplications, modules, and favoritesby typing relevant keywords. It helps in easy navigation by filtering available options as the user types.
Thefour correct answersdescribe what the App Navigator search field can return:
The search field can return bothapplicationsand their respectivemodulesin the left navigation panel.
Example: Searching for "Incident" will return:
Application:"Incident"
Modules:"All", "Open", "Resolved", "Create New"
Modulesare specific functionalities within an application.
Searching by a module name directly will display results that match the keyword.
Example: Searching for "Create New" will return modules like:
"Create New Incident"
"Create New Change Request"
The search field supports findingfull applicationsby their name.
Example: Typing "Change" will display theChange Managementapplication and its related modules.
If a user has marked specific modules or applications asFavorites, they will appear in search results.
This helps users quickly access commonly used features.
1. Names of Applications and Modules (Correct)2. Names of Modules (Correct)3. Names of Applications (Correct)4. Favorites (Correct)
Why the Other Options Are Incorrect:E. History Records (Incorrect)
TheHistory tabin the navigation panel showsrecently accessed records, but it isnot searchable through the App Navigator.
Instead, users can find history under:
History Module(System Settings > History)
Recent History Tabin the left navigation
F. Titles of Dashboard Gauges (Incorrect)
Dashboard Gaugesare visual elements onPerformance Analytics or Reporting Dashboardsand arenot searchablein the App Navigator.
Instead, dashboards and reports are found under:
Self-Service > Dashboards
Performance Analytics > Dashboards
A ServiceNow user wants toquickly access the "All Incidents" module.
They type "incident" into the App Navigator search.
The search results return:
Incident (Application)
All (Module)
Assigned to Me (Module)
Resolved (Module)
Example Use Case:This allows for quick navigation without manually expanding application menus.
Which of the following is true of Service Catalog Items in relation to the Service Catalog?
They run behind the scenes.
They are the building blocks.
They are optional.
They provide options.
InServiceNow, theService Catalogis a centralized portal where users can request IT services, hardware, software, and other business-related items. Within theService Catalog, the fundamental components are known asService Catalog Items.
Definition of Service Catalog Items:
AService Catalog Itemrepresents a specific service, product, or action that a user can request from theService Catalog.
It is thecore componentthat defines what users can request.
Examples include:
Requesting anew laptop
Submitting anaccess request
Ordering asoftware installation
Why They Are the "Building Blocks" of the Service Catalog:
All Service Catalog requests are based on catalog items—without them, the catalog has no offerings.
Each item has associated workflows, approvals, and fulfillment processesthat define how the request is handled.
They form the foundationof the Service Catalog because every service request must be tied to an item.
Understanding Service Catalog Items
Why Answer "B" is Correct:✔️"They are the building blocks."
Service Catalog Itemsserve as the fundamental componentsof the catalog.
They define what services and products are available for request.
Withoutcatalog items, the Service Catalog would not function as intended.
Why the Other Answers Are Incorrect:A. "They run behind the scenes."
Incorrectbecause Service Catalog Items arevisible to usersin the Service Catalog portal.
While workflows and fulfillment processes may operate in the background, the items themselves arenot hidden.
C. "They are optional."
Incorrectbecause Service Catalog Items aremandatoryfor a functioning Service Catalog.
Thecatalog is useless without catalog items, making them essential, not optional.
D. "They provide options."
Incorrectbecause while Service Catalog Items can havevariables(such as dropdown selections or checkboxes), their primary role isnot just to provide options but to define the services available.
ServiceNow CSA Study Guide – Service Catalog & Request Management
ServiceNow Docs: Service Catalog Overview(ServiceNow Documentation)
ServiceNow Tables & Data Model (sc_catalog, sc_cat_item, sc_request, sc_task)
References from the Certified System Administrator (CSA) Documentation:
Which one of the following statements is a recommendation from ServiceNow about Update Sets?
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
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:
What is a schema map?
A schema map enables administrators to define records from specific tables as trouble sources for Configuration Items
A schema map graphically organizes the visual task boards for the CMDB
A schema map graphically displays the Configuration Items that support a business service
A schema map displays the details of tables and their relationships in a visual manner, allowing administrators to view and easily access different parts of the database schema
ASchema Mapin ServiceNow is a graphical representation of tables and their relationships within the database. It helpsadministrators and developersunderstand how data is structured and interconnected.
Visual Representation:Showsparent-child relationships,reference fields, andextensionsbetween tables.
Database Schema Navigation:Enablesquick accessto table structures and fields.
Impact Analysis:Helps inassessing changesbefore modifying fields, tables, or relationships.
Enhances Development Efficiency:Aids in customizing the system by understanding data dependencies.
Navigate to:System Definition → Schema Map
Select a Table:Enter a table name (e.g.,incident,task)
View Relationships:The map will display related tables (e.g., extended, referenced, and referencing tables).
Key Features of a Schema Map:How to Access Schema Maps:
A. A schema map enables administrators to define records from specific tables as trouble sources for Configuration Items– Incorrect.
Schema mapsdo not define trouble sources; they are used to visualizetable relationships.
B. A schema map graphically organizes the visual task boards for the CMDB– Incorrect.
Visual Task Boardsare separate from schema maps and are used for task management, not database visualization.
C. A schema map graphically displays the Configuration Items that support a business service– Incorrect.
This describes aDependency View, which is part of theCMDB, not the Schema Map feature.
Explanation of Incorrect Answers:
ServiceNow Product Documentation → Schema Maps
ServiceNow CSA Study Guide → Data Schema & Table Relationships
ServiceNow Developer Documentation → Understanding Tables & Relationships
References from Certified System Administrator (CSA) Documentation:Would you like me to verify another question?????
Which one of the following modules can be used to view field settings for a table?
Tables & Columns
Access Control
Columns and Fields
Tables and Fields
In ServiceNow,Tables & Columnsis the module that allows administrators to view and managefield settingsfor a table. This module provides a list of tables in the system along with details about theircolumns (fields), data types, and attributes.
Displaysall fields (columns)within a selected table.
Showsdata types, attributes, and configurationsof each field.
Allows admins toadd, modify, or removefields.
Provides details onrelationships between tables(e.g., reference fields, one-to-many relationships).
Navigate to:System Definition > Tables & Columns
Select a table to view itsfield settings.
B. Access Control – Incorrect
This module managessecurity rules (ACLs)for accessing records but does not display table field settings.
C. Columns and Fields – Incorrect
No such module exists in ServiceNow.
D. Tables and Fields – Incorrect
The correct module name is"Tables & Columns", not "Tables and Fields".
ServiceNow Docs: System Definition – Tables & Columns
ServiceNow CSA Study Guide – Table Administration
ServiceNow Product Documentation: Managing Fields in a Table
Key Features of the "Tables & Columns" Module:How to Access Tables & Columns in ServiceNow:Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
What are the two aspects to LDAP Integration?
Data Population
Data formatting
Authorization
Authentication
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.
Which would NOT appear in the History section of the Application Navigator?
Records
UI Pages
Lists
Forms
TheHistory sectionin theApplication Navigatortracks recently visited records, lists, and forms within ServiceNow. This feature allows users to quickly navigate back to previously accessed content without searching manually.
What Appears in the History Section?The History sectionlogs user activityrelated to:
Records (Option A)– Recently viewed records from any table, such as incidents, requests, or tasks.
Lists (Option C)– Any list views a user has accessed, such asIncident ListorChange Request List.
Forms (Option D)– Any individual record viewed in form view, such as anincident formoruser form.
Why is Option B (UI Pages) Correct?UI Pages do NOT appear in the History section.
UI Pagesare special custom pages built with Jelly scripting and used forcustom interfaces, portals, and dashboards(e.g., Service Portal pages).
Since they do not represent individual records, lists, or forms,they are not included in the user’s History tracking.
Why Are the Other Options Incorrect?A. Records
Recordsare individual database entries (e.g., specific incidents, change requests, or users).
Since records are frequently accessed, theyare logged in History.
C. Lists
Listsdisplay multiple records from a table (e.g., all open incidents).
Since users navigate through lists frequently, theyare logged in History.
D. Forms
Formsare used to view or edit individual records (e.g., an incident form).
Since forms are commonly accessed, theyare logged in History.
Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Application Navigator & History
????ServiceNow Application Navigator Documentation
"The History section of the Application Navigator displays a list of the records, lists, and forms that you have recently accessed."
"Custom UI Pages are not included in History tracking."
What are the three components of a filter condition?
Table
Value
Field
Operator
In ServiceNow, afilter conditionconsists of three primary components:
Field– The specific column (attribute) in a table that you want to filter by.
Example:State,Priority,Category,Created Date
Operator– Defines the comparison condition between theFieldand theValue.
Example:is, is not, contains, starts with, greater than, less than
Value– The actual data that the filter is looking for.
Example:High (for Priority), New (for State), IT Support (for Category)
Example of a Filter Condition in ServiceNow:If you want to filter Incident records where theStateisNew, the filter condition would be:
Field:State
Operator:is
Value:New
A. Table–
A table is where data is stored, but it isnota component of a filter condition.
Filters are appliedona table but do not include the table itself in the condition.
ServiceNow Docs: Filtering Data in Lists and
ServiceNow CSA Official Training Guide (Filtering and Searching Data)
Why the Other Option is Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms thatField, Operator, and Valueare the three core components of a filter condition.
Which of the following concepts are associated with the ServiceNow CMDB? (Choose four.)
Service Processes
User Permissions
Tables and Fields
A Database
The Dependency View
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:
A User is stored in which table?
User [sys_user]
User [ sys_user_group]
User [ syst_user_profile]
User [user_profile]
In ServiceNow, user records are stored in theUser [sys_user]table. This table contains all user-related data, including usernames, email addresses, roles, department affiliations, and more.
User ID(user_name) – Unique identifier for the user.
First Name & Last Name(first_name,last_name) – User’s full name.
Email(email) – The user’s email address.
Department(department) – The department to which the user belongs.
Roles(roles) – List of assigned roles that determine access permissions.
Active(active) – Indicates whether the user account is active or inactive.
B. User [sys_user_group]– Incorrect. This table storesgroups, not individual users.
C. User [syst_user_profile]– Incorrect. This table does not exist in ServiceNow.
D. User [user_profile]– Incorrect. There is no such table in ServiceNow.
ServiceNow Docs: User Administration – sys_user Table
ServiceNow CSA Study Guide – User and Group Administration
Key Fields in thesys_userTable:Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
What is the difference between UI Policy and UI Action?
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.
UI Policies and UI Actionsare both part of theServiceNow user interface customizationbut serve different purposes.
Used todynamically change form field behaviorsbased on specific conditions.
Canmake fields read-only, mandatory, or hiddenwithout requiring scripts.
Runson the client-side (browser)to improve performance and responsiveness.
Example:
If theCategoryisHardware, theSerial Numberfield becomesmandatory.
Used tocreate buttons, links, and context menu actions.
Can executescriptsto perform specific actions when clicked.
Runs on theserver-side or client-sidedepending on configuration.
Example:
A"Save" buttonthat becomesvisible only to users with a specific role.
UI Policy(not UI Action) is responsible for making fieldsread-only, mandatory, or hidden.
UI Action(not UI Policy) is responsible for making aSave button visiblefor specific users.
ServiceNow Docs: UI Policy
ServiceNow Docs: UI Action
UI Policy:UI Action:Why Option A is Incorrect?References from Certified System Administrator (CSA) Documentation:
What are the 6 methods available for user authentication?
Local Database: The user name and password in their user record in the instance database.
Multifactor: The user name and password in the database and passcode sent to the user's mobile device that has Google Authenticator installed
LDAP: The user name and password are accessed via LDAP in the corporate directory, which has a matching user account in the database.
SAML 2.0: The user name and password configured in a SAML identity provider account, which has a matching user account in the database.
OAuth 2.0: The user name and password of OAuth identity provider, which has a matching user account in the database.
Digest Token: An encrypted digest of the user name and password in the user record.
Thesix methods available for user authenticationin ServiceNow are:
Local Database– The user authenticates using a username and password stored in theinstance database.
Multifactor Authentication (MFA)– The user provides their username, password, and apasscode(e.g., from Google Authenticator).
LDAP (Lightweight Directory Access Protocol)– The user authenticates using credentials stored in a corporateLDAP directory.
SAML 2.0 (Security Assertion Markup Language)– The user is authenticated via an externalSAML Identity Provider (IdP).
OAuth 2.0– The user authenticates via anOAuth identity provider(such as Google, Microsoft, or Facebook).
Digest Token Authentication– The user authenticates using anencrypted tokenrather than directly submitting a password.
Thus, the correct answer is:
A, B, C, D, E, F
ServiceNow supports multiple authentication methods to provideflexibility, security, and integration capabilitieswith external identity providers.
Local Database Authentication:
ServiceNow storesusernames and passwordsin the internal database.
Users authenticate directly with the instance.
This method is commonly used when no external authentication provider is configured.
Multifactor Authentication (MFA):
Enhances security by requiringtwo authentication factors:
Username and password(stored in the database).
Passcodefrom a registered device (such as Google Authenticator, Microsoft Authenticator).
MFA helpsprevent unauthorized accesseven if credentials are compromised.
LDAP Authentication:
Allows users toauthenticate against an external LDAP directory(such as Microsoft Active Directory).
The user must have amatching record in the ServiceNow user table ([sys_user]).
ServiceNowdoes not store passwordswhen using LDAP; it only validates credentials against the directory.
SAML 2.0 Authentication:
Users authenticate via aSAML Identity Provider (IdP)such asOkta, Microsoft Azure AD, or Ping Identity.
ServiceNow acts as aService Provider (SP)and does not store passwords.
ProvidesSingle Sign-On (SSO)capabilities.
OAuth 2.0 Authentication:
Allows authentication viaOAuth providers(Google, Facebook, Microsoft, etc.).
Users do not need to store passwords in ServiceNow; instead, authentication is delegated to theOAuth identity provider.
Digest Token Authentication:
Uses anencrypted token(instead of a plaintext password) to authenticate users.
Often used forAPI-based authenticationor scenarios where passwords should not be transmitted over the network.
Each method aligns with ServiceNow's authentication mechanisms as per official documentation.
ServiceNow supports a hybrid authentication approach, allowing multiple methods to coexist.
ServiceNow Docs – Authentication
ServiceNow Security Best Practices – Authentication & Access Controls
ServiceNow Developer Portal – SSO & OAuth Authentication
Why These Are the Correct Methods?References from Certified System Administrator (CSA) Documentation:
Which group of permissions is used to control Application and Module access?
Access Control Rules
UI Policies
Roles
Assignment Rules
InServiceNow,Rolesare used to control access toApplications and Moduleswithin the platform. ARoleis a set of permissions that define what actions a user can perform and which records they can access.
Grant Access to Applications and Modules:
If a userdoes not have the required role, theycannot see or accessan application/module.
Control Record-Level and Field-Level Access:
SomeAccess Control Rules (ACLs)depend on roles topermit or restrictdata visibility.
Assign Multiple Roles to a User:
A user can havemultiple rolesbased on job responsibilities.
Example Roles in ServiceNow:
admin– Full access to all system features.
itil– Can manage incidents, problems, and changes.
catalog_admin– Manages the Service Catalog.
asset– Manages assets and CI records.
Key Functions of Roles in Access Control:
Navigate to:All → Users and Groups → Users
Open a user record
Scroll to the Roles related list
Click Edit and add roles
How to Assign Roles to Users:
A. Access Control Rules– Incorrect.
Access Control Rules (ACLs)definerecord-level and field-levelsecurity, but they donot control access to applications and modulesdirectly.
B. UI Policies– Incorrect.
UI Policiescontrol the visibility and behavior of form fields,not module or application access.
D. Assignment Rules– Incorrect.
Assignment Rulesautomatically assigntasks(e.g., Incidents, Requests) to groups or users, but theydo not control access.
Explanation of Incorrect Answers:
ServiceNow Product Documentation → Roles and Permissions
ServiceNow CSA Study Guide → User and Role Management
ServiceNow Knowledge Base → Controlling Access to Applications and Modules
References from Certified System Administrator (CSA) Documentation:
Which of the following is used to initiate a flow?
A Trigger
Core Action
A spoke
An Event
InServiceNow Flow Designer, aTriggeris used toinitiateaflow. Triggers define the conditions under which a flow starts and can be based on various system events, schedules, or user actions.
(A) A Trigger – Correct
Triggers are the starting point of a flowin Flow Designer.
A flow will not execute unless a trigger condition is met.
Types of triggers include:
Record-based triggers(e.g., when a record is created, updated, or deleted)
Scheduled triggers(e.g., run at a specific time or interval)
Application-specific triggers(e.g., Service Catalog request submission)
(B) Core Action – Incorrect
Core Actionsare predefined actions that execute tasks within a flow, such as:
Sending notifications
Updating records
Calling APIs
They aresteps within a flow,notwhat initiates it.
(C) A Spoke – Incorrect
A spokein Flow Designer is a collection of actions and subflows related to a specific application or integration (e.g., ServiceNow ITSM Spoke).
Spokescontain actionsbut donotinitiate flows.
(D) An Event – Incorrect
Eventsin ServiceNow trigger Business Rules, Notifications, and Script Actions, but they arenot directly used to initiate flowsin Flow Designer.
However, aflow can be triggered based on an event, but the event itself is not the trigger—the flow’s trigger is configured to listen for the event.
Explanation of Each Option:
Triggers should be well-definedto prevent unnecessary flow executions that might impact performance.
Use Scheduled Triggersfor time-based workflows (e.g., daily reports).
Record Triggersare commonly used for automation within ITSM processes.
Debugging Triggers: Use theFlow Execution Detailspage to troubleshoot trigger execution.
Additional Notes & Best Practices:
ServiceNow Docs: Flow Designer Triggers
ServiceNow Community: Best Practices for Flow Designer Triggers
References from Certified System Administrator (CSA) Documentation:
What is the master table that contains a record for each table in the database?
[sys_master_db]
[sys_db_object]
[sys_master_object]
[sys_object_db]
In ServiceNow,all tablesin the database are recorded in amaster tablecalled[sys_db_object]. This table stores metadata about each table in the system, including itsname, label, and other attributes.
Stores a record for every table in the ServiceNow instance.
Tracks essential table properties, such as thetable name, label, and whether it is an extension of another table.
Helps administratorsview, modify, or create new tablesin ServiceNow.
Used inTable Administration and Custom Table Development.
A. [sys_master_db]–
This tabledoes not existin ServiceNow.
C. [sys_master_object]–
There is no such table named "sys_master_object" in ServiceNow.
D. [sys_object_db]–
This tabledoes not existin ServiceNow.
The correct name issys_db_object.
Navigate toSystem Definition→Tables.
Search for the tablesys_db_object.
Open the table to see records representing all tables in the instance.
ServiceNow Docs: Understanding Tables and
ServiceNow CSA Official Training Guide (System Data and Tables Overview)
Key Functions of [sys_db_object]:Why the Other Options Are Incorrect?How to View the [sys_db_object] Table in ServiceNow?References from Certified System Administrator (CSA) Documentation:This confirms that[sys_db_object]is themaster tablethat contains a record for every table in the ServiceNow database.
Which one of the following statements describes the purpose of a Service Catalog workflow?
A Service Catalog workflow generates three basic components: item variable types, tasks, and approvals
Although a Service Catalog workflow cannot send notifications, the workflow drives complex fulfillment processes
A Service Catalog workflow is used to drive complex fulfillment processes and sends notifications to defined users or groups
A Service Catalog workflow generates three basic components: item variable types, tasks, and notifications
AService Catalog workflowin ServiceNow is a structured sequence of automated activities designed to manage and fulfill catalog requests. These workflows are essential in handlingapprovals, tasks, notifications, and process automationfor requests submitted through theService Catalog.
Drives Complex Fulfillment Processes:
When a user submits a catalog request, the workflow determines how it should be processed.
It automates the required steps, such asapprovals, task assignments, and record updates.
Different items in the catalog may require different workflows based on the request type.
Sends Notifications to Defined Users or Groups:
Service Catalog workflows includeemail and in-platform notificationsto keep users informed.
Notifications can be triggered at different stages, such as request submission, approval, fulfillment, and closure.
Example:If an item requires managerial approval, the workflow sends an approval request notification to the designated approver.
Approval and Task Automation:
Workflows can createapproval stepsfor request items before they proceed to fulfillment.
They can also generatetasksfor fulfillment teams based on predefined conditions.
Integration with Flow Designer and Other Automation Tools:
In newer ServiceNow versions,Flow Designeris often used instead of traditional workflows, but the core purpose remains the same.
Workflows can integrate withSLA (Service Level Agreements), script actions, and record updates.
Key Functions of a Service Catalog Workflow:Why Option C is Correct?"Drives complex fulfillment processes"→ Correct, as workflows automate and manage Service Catalog request fulfillment.
"Sends notifications to defined users or groups"→ Correct, since notifications are an integral part of ServiceNow workflows.
Why Other Options Are Incorrect?Option A:Incorrect – While workflows include tasks and approvals, they do not "generate item variable types." Variables are defined within catalog items, not workflows.
Option B:Incorrect – Workflowscan send notifications, making this statement false.
Option D:Incorrect – Similar to Option A, workflows do not generate "item variable types." Instead, they focus on fulfillment processes and notifications.
ServiceNow Product Documentation – Service Catalog
ServiceNow Learning – Service Catalog and Workflow Automation
ServiceNow Developer Portal – Flow Designer & Workflow Automation
References from Certified System Administrator (CSA) Documentation:
For Administrators creating new Service Catalog items, what is a characteristic they should know about Service Catalog variables?
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
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.
How is the Event Log different from the Event Registry?
Event Log contains generated Events, the Event Registry is a table of Event definitions
Event Log is formatted in the Log style, the Event Registry displays different fields
Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the day (24-hour period)
Event Log is the same as the Event Registry
InServiceNow,Eventsplay a crucial role in theevent-driven architecture, allowing the system to respond dynamically to actions such as record updates, system notifications, and integrations.
There aretwo key componentsinvolved in event handling:
Event Registry
A table thatstores event definitions(i.e., predefined event names).
Defines which events can be triggered in the system.
Events in the registry arenot actual occurrences, but ratherpossible eventsthat can be triggered.
Located in thesys_event_registrytable.
Event Log
A log ofactual generated eventsthat have occurred in the system.
Whenever an event is triggered (e.g., record update, scheduled job, or integration), it gets recorded in theEvent Log.
Helps administrators track and troubleshoot event execution.
Stored in thesys_eventtable.
Why is Option A Correct?"Event Log contains generated Events, the Event Registry is a table of Event definitions."
Event Registry = Defines possible events that can be triggered.
Event Log = Records actual events that have been triggered.
Why Are the Other Options Incorrect?B. "Event Log is formatted in the Log style, the Event Registry displays different fields."
Misleading: While the log and registry have different layouts, the key difference isevent occurrences vs. event definitions, not just formatting.
C. "Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the day (24-hour period)."
Incorrect:The Event Log tracks all triggered events, not just integrations.
TheEvent Registry does not track daily events, it just defines them.
D. "Event Log is the same as the Event Registry."
Completely incorrect:The Event Logrecords actual event occurrences, while the Event Registrydefines possible eventsin the system.
Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Events and Event Processing
????ServiceNow Event Management Documentation
"TheEvent Registry (sys_event_registry)contains event definitions that specify when an event can be generated. TheEvent Log (sys_event)records events that have actually occurred."
Conclusion:The correct answer isA. Event Log contains generated Events, the Event Registry is a table of Event definitions.
????Understanding the difference between the Event Log and Event Registry is crucial for troubleshooting, automation, and event-driven processing in ServiceNow.
Which of the following are a type of client scripts supported in ServiceNow? (Choose four.)
onSubmit
onUpdate
onCellEdit
onLoad
onEdit
onChange
onSave
InServiceNow,Client Scriptsare used to execute JavaScript codeon the client-side (browser)to control form behavior, validate data, or enhance user interaction.
Types of Client Scripts in ServiceNow:There arefourtypes of Client Scripts supported in ServiceNow:
onLoad (Option D)
Runswhen a form loads.
Used to pre-fill fields, hide/show elements, or set default values.
Example: Automatically setting the "Priority" field toHighwhen a new incident is created.
onChange (Option F)
Runswhen a specific field value changes.
Used for dynamic form behavior, such as making fields mandatory based on another field's value.
Example: If "Category" is changed to "Hardware," then show the "Hardware Type" field.
onSubmit (Option A)
Runswhen the form is submitted.
Used for final validation before allowing submission.
Example: Preventing submission if a mandatory field is left empty.
onCellEdit (Option C)
Runswhen a cell value is edited inline in a list view.
Used to trigger immediate validation or updates without opening the full form.
Example: Displaying an alert when a user directly changes an incident's priority from a list view.
Why Are the Other Options Incorrect?B. onUpdate
No "onUpdate" client script type exists in ServiceNow.
"onUpdate" is relevant inBusiness Rules, not Client Scripts.
E. onEdit
No "onEdit" client script type exists.
Similar functionality can be achieved with "onChange" or "onCellEdit" scripts.
G. onSave
No "onSave" client script type exists.
"onSubmit" handles validation before saving a record.
Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Client Scripts
????ServiceNow Client Scripts Documentation
"Client Scripts can beonLoad, onChange, onSubmit, or onCellEditdepending on when they execute."
Conclusion:The correct answers are:
A. onSubmit(Runs when submitting a form)
C. onCellEdit(Runs when editing a list cell)
D. onLoad(Runs when a form loads)
F. onChange(Runs when a field value changes)
When working on a form, what is the difference between Insert and Update operations?
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
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.
Which of the following can be customized through the Basic Configuration UI 16 module? (Choose three.)
Banner Image
Record Number Format
Browser Tab Title
System Date Format
Form Header Size
TheBasic Configuration UI 16 modulein ServiceNow allows administrators to make basic UI customizations without needing to modify code or system properties manually. These settings apply to theoverall look and feelof the instance.
Banner Image (Option A)
Allows admins to change theServiceNow banner logoat the top of the page.
This is useful for branding the instance with a company’s logo.
Browser Tab Title (Option C)
Changes thetitle displayed on the browser tabwhen accessing the ServiceNow instance.
Helps customize the instance’s branding for different user environments (e.g., "IT Service Portal" instead of "ServiceNow").
System Date Format (Option D)
Allows admins toset the date formatdisplayed across the instance.
Helps standardize date display based on organizational or regional preferences (e.g.,MM/DD/YYYY vs. DD/MM/YYYY).
Customizable Elements via Basic Configuration UI 16:
Why Are the Other Options Incorrect?B. Record Number Format
Incorrect:The format of record numbers (such asINC0010001 for incidents) is controlled viaSystem Definition → Number MaintenanceandNOTin Basic Configuration UI 16.
E. Form Header Size
Incorrect:The form header size isnot directly customizable through Basic Configuration UI 16.
Form layout and styling changes are managed throughUI Policies, Client Scripts, or custom CSS configurations.
Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Basic Configuration UI 16
????ServiceNow UI Customization Documentation
"Basic Configuration UI 16 provides a simple way to modifybanner images, browser titles, and system-wide date formats."
Conclusion:The correct answers are:
A. Banner Image(Customizes the instance’s logo)
C. Browser Tab Title(Changes the browser tab text)
D. System Date Format(Sets the instance-wide date format)
????Understanding Basic Configuration UI 16 is important for ServiceNow administratorsto quickly apply branding and instance-wide display settings without modifying system properties manually.
The baseline Service Catalog homepage contains links to which of the following components?
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
TheService Catalogis a core feature in ServiceNow that provides users with a structured interface to request services and products. Thebaseline Service Catalog homepageincludes links to key components that help users navigate and submit requests efficiently. These components are:
Record Producers– These are forms that allow users to create records in tables other than the Request table (e.g., submitting an incident or a change request).
Order Guides– These help users request multiple related items in a single submission, streamlining complex orders.
Catalog Items– These are the individual products or services users can request, such as software installations, hardware requests, or access requests.
Option B: "Order Guides, Item Variables, and Workflows"– Incorrect, becauseItem VariablesandWorkflowsare not direct links on the Service Catalog homepage. Item Variables are attributes of Catalog Items, and Workflows handle backend processing but are not listed as a navigational component.
Option C: "Order Guides, Catalog Items, and Workflows"– Incorrect, because Workflows are not directly linked from the homepage.
Option D: "Record Producers, Order Guides, and Item Variables"– Incorrect, because Item Variables are part of Catalog Items but not a distinct link on the homepage.
ServiceNow Product Documentation - Service Catalog Overview
ServiceNow CSA Study Guide - Service Catalog Fundamentals
ServiceNow Docs: Service Catalog Components
Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
Which term best describes something that is created, has worked performed upon it, and is eventually moved to a state of closed?
report
workflow
event
task
In ServiceNow, ataskis a record that represents work that needs to be completed. It follows a lifecycle where it is:
Created– A task is generated, either manually or automatically (e.g., an incident, change request, or problem record).
Worked Upon– Users perform necessary actions, update statuses, and progress the task towards resolution.
Closed– Once completed, the task reaches a closed state, indicating that no further action is needed.
Tasks in ServiceNow are derived from theTask [task]table.
Common task-based records includeIncidents, Change Requests, Problems, and Service Requests.
Tasks follow a defined workflow and state transitions (e.g., New → Work in Progress → Resolved → Closed).
Key Features of a Task:
A. Report:
A report is a visualization of data and does not follow a lifecycle involving work or closure.
B. Workflow:
A workflow definesprocess automationand the movement of tasks, but it is not something that gets "worked upon" directly like a task.
C. Event:
Events are system-generated triggers that notify or automate actions, but they do not have a structured lifecycle like a task.
Why Other Options Are Incorrect:
ServiceNow Documentation:Task Management in ServiceNow
CSA Exam Guide:Coverstask recordsas fundamental entities that go through a lifecycle.
Reference from CSA Documentation:Thus, the correct answer isD. Task.
Which one of the following statements best describes the purpose of an Update Set?
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
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.
How are Workflows moved between instances?
Workflows are moved using Update Sets
Workflows are moved using Transform Maps
Workflows are moved using Application Sets
Workflows cannot be moved between instances
Workflows inServiceNoware typically moved between instances usingUpdate Sets. Update Sets serve as a mechanism for capturing customizations and migrating them across different environments, such asDevelopment (Dev) → Test → Production (Prod).
Recording Customizations:
When a workflow is modified or created, its changes are recorded in an Update Set if theUpdate Set is active.
Capturing Related Records:
Workflows consist of multiple components (e.g., activities, conditions, transitions).
Update Sets capture theWorkflow Versionand associatedWorkflow Activities.
Exporting and Importing:
The Update Set containing the workflow is exported from the source instance (e.g., Dev).
It is then imported into the target instance (e.g., Test or Prod).
Commit the Update Set:
After import, the Update Set must be reviewed and committed to apply the changes in the target instance.
B. Workflows are moved using Transform Maps
Incorrect: Transform Maps are used forimporting and mapping datafrom external sources into ServiceNow tables, not for migrating configurations like workflows.
C. Workflows are moved using Application Sets
Incorrect: There is no such thing as "Application Sets" in ServiceNow. However,Applications (Scoped Apps)can be moved usingApplication Repositories (App Repo)orUpdate Sets, but this is different from standard Workflow migration.
D. Workflows cannot be moved between instances
Incorrect: Workflowscanbe moved usingUpdate Sets, and in scoped applications, they can also be packaged with the application.
How Update Sets Work for Workflows?Why Other Options Are Incorrect?
ServiceNow Product Documentation - Update Sets
Update Sets Overview
Moving Customizations Using Update Sets
ServiceNow Workflows
Workflow Management
References from ServiceNow CSA Documentation:
Which technique is used to get information from a series of referenced fields from different tables?
Table-Walking
Sys_ID Pulling
Dot-Walking
Record-Hopping
InServiceNow,Dot-Walkingis a technique used to retrieve information fromreferenced fields across different tables. It allows users to access data stored inrelated records without writing complex scripts.
When a field references another table,dot notation (.)is used totraversethe relationship and retrieve additional information from the referenced table.
It works informs, lists, reports, workflows, business rules, and scripts.
How Dot-Walking Works:Example 1: Retrieving User Information from an Incident RecordLet's say we have anIncidenttable where thecaller_idfield references theUser (sys_user) table.
If we need to retrieve the caller’semail address, we use:
caller_id.email
Here’s how it works:
caller_id→ References thesys_usertable
email→ Retrieves theemail field from the sys_user record
Example 2: Retrieving Department Name of an Incident CallerTo get thedepartmentof the caller, we use:
caller_id.department.name
caller_id→ References theUser table
department→ References theDepartment table
name→ Retrieves thedepartment name
(A) Table-Walking – Incorrect
There isno such termas "Table-Walking" in ServiceNow.
The correct term for referencing related fields isDot-Walking.
(B) Sys_ID Pulling – Incorrect
Thesys_idis a unique identifier for each record in ServiceNow, butpulling sys_ids alone does not retrieve referenced field data.
Dot-Walking allows access to fields in related tables, not just the sys_id.
(C) Dot-Walking – Correct
Dot-Walking is the correct techniqueused in ServiceNow to access referenced fields across tables.
It is used in scripting, reporting, workflows, Business Rules, and UI Policies.
(D) Record-Hopping – Incorrect
There isno such featureas "Record-Hopping" in ServiceNow.
The correct method for referencing data in related tables isDot-Walking.
Explanation of Each Option:
Dot-Walking reduces the need for complex queriesand makes scripting easier.
Use it in filters, reports, and workflowsto dynamically retrieve related data.
Limit excessive Dot-Walking in large tablesto avoid performance issues.
Alternative for scripts: If Dot-Walking does not work in advanced scripts, use GlideRecord queries to retrieve referenced records manually.
Additional Notes & Best Practices:
ServiceNow Docs: Understanding Dot-Walking
ServiceNow Community: Best Practices for Dot-Walking
References from Certified System Administrator (CSA) Documentation:
In what order should filter elements be specified?
Field, Operator, then Value
Field, Operator, then Condition
Operator, Condition, then Value
Value, Operator, then Field
When creating filters inServiceNow, the elements should be specified in the following order:
Field– The database field (column) that is being filtered.
Operator– The comparison method, such as "is", "contains", "greater than", etc.
Value– The specific data that the filter should match.
Example of a Properly Structured Filter:Imagine filtering a list ofIncidentswhere the priority is high. The filter would be structured as:
Field:Priority
Operator:is
Value:High
is– Matches an exact value
is not– Excludes a specific value
contains– Looks for a partial match
greater than– Finds records with a value greater than the specified one
less than– Finds records with a value less than the specified one
B. Field, Operator, then Condition– Incorrect.
"Condition" is not an individual filter element in ServiceNow; theoperatoralready defines the condition (e.g., "is", "contains").
C. Operator, Condition, then Value– Incorrect.
The field must comefirstto define what data is being filtered. The operator follows next.
D. Value, Operator, then Field– Incorrect.
This is completely reversed; you must specifywhat fieldyou are filtering first before applying conditions.
ServiceNow Product Documentation → Filters and Condition Builder
ServiceNow CSA Study Guide → Data Management and List Filters
ServiceNow List Views → Using Filters and Operators
Common Operators in ServiceNow Filters:Explanation of Incorrect Answers:References from Certified System Administrator (CSA) Documentation:
Where can Admins check which release is running on an ServiceNow instance?
Memory Stats module
Stats module
System.upgraded table
Transactions log
In ServiceNow, administrators can check whichrelease versionis running on an instance by navigating to theStats module. This module provides various system statistics, including the current release name, build number, and other important system details.
Navigate toSystem Diagnostics→Stats(or simply type “Stats” in the navigation filter).
Scroll down to find theBuild nameandVersionfields.
The displayed version follows the standard ServiceNow naming convention (e.g., "Washington DC Patch 2 Hotfix 1").
How to Check the Release Version via Stats Module:
A. Memory Stats module:
This module provides memory consumption details and performance-related information, but it does not show the instance version.
C. System.upgraded table:
While this table records upgrade history and past version changes, it does not display the current version running on the instance.
D. Transactions log:
This log captures user activities and system transactions but does not provide release version details.
Why Other Options Are Incorrect:
ServiceNow Documentation:View system version details
Certified System Administrator (CSA) Study Guide: CoversSystem Diagnostics → Stats Moduleas a key method to verify the running release version.
Reference from CSA Documentation:
Which are valid Service Now User Authentication Methods? (Choose three.)
XML feed
Local database
LDAP
SSO
FTP authentication
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.
Buttons, form links, and context menu items are all examples of what type of functionality?
Business Rule
UI Action
Client Script
UI Policy
In ServiceNow,UI Actionsare used to add buttons, links, and context menu items to forms and lists, enabling users to perform specific actions easily. UI Actions are essential for customizing the user experience and streamlining workflow interactions.
UI Actions allow administrators to create interactive elements such as:
Buttons(e.g., "Save," "Approve," "Reject")
Form Links(Clickable links that trigger actions on a record)
Context Menu Items(Right-click menu options for records in lists and forms)
They can executeclient-side (via JavaScript)orserver-side (via scripts or GlideRecord API calls).
UI Actions enhance usability by allowing quick execution of tasks without navigating through multiple screens.
Understanding UI Actions in ServiceNow:
Why is Option B (UI Action) Correct?Buttons, form links, and context menu items are all created and managed using UI Actions in ServiceNow.
UI Actions define what happens when a button or menu item is clicked, including executing scripts, navigating to a different page, or performing an operation on a record.
Why Are the Other Options Incorrect?A. Business Rule
Business Rules runautomatically on the server-sidewhen records are inserted, updated, deleted, or queried.
They do not createbuttons, links, or context menu itemson the UI.
C. Client Script
Client Scripts execute on theclient-side (browser)and are used forform validation, field changes, and UI behavior modifications.
They do not create UI elements like buttons or menu items.
D. UI Policy
UI Policies dynamically changeform field behavior(e.g., hiding, showing, making fields mandatory, or read-only).
Theydo not add buttons or context menu items.
Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – UI Actions Overview
????ServiceNow UI Actions Documentation
"UI Actions add buttons, links, and context menu items on forms and lists to enhance user interaction with the ServiceNow platform."
Which allows the creation of a task-based record from Service Catalog?
Record Producers
UI Builder
Assignment Rule
Flow Designer
UI Actions=
In ServiceNow, aRecord Produceris used to create atask-based record(such as anIncident, Change, or Request) from theService Catalog.
Record Producersprovide acustomized formthat allows users to submit data to create a record in a specific table (e.g., Incident, Change, Request, or a custom table).
They aredifferent from catalog items, which typically create aRequested Item (sc_req_item)instead of directly creating a task record.
They allowsimplified user inputwhileautomating record creationin a structured way.
A user submits aNew Hire Requestvia the Service Catalog.
ARecord Produceris triggered, creating atask-based record(such as a request or a custom HR case).
B. UI Builder– Used for designing UI pages,not for creating task-based records.
C. Assignment Rule– Determineswho a task is assigned to, butdoes not create records.
D. Flow Designer– Automates workflowsafter a record is created, but doesnot create task records from the Service Catalog.
E. UI Actions– Custom buttons and links for UI interaction, butnot used for record creation from the Service Catalog.
ServiceNow Record Producers
ServiceNow CSA Training Module:"Service Catalog and Record Producers"
Why Record Producers Are the Correct Choice?Example Use Case:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
User records are stored in which table?
User [sys_user]
User [sn_user]
User [u_sys_user]
User [s_user]
In ServiceNow, user records are stored in thesys_usertable. This table contains all user-related information such as username, email, department, roles, and active status.
sys_user Table Structure:
Stores all user accounts in the system.
Contains fields likeuser_name,email,first_name,last_name, androles.
Administrators can manage users viaUser Administration > Usersin the ServiceNow navigation panel.
B. User [sn_user]– There is no such table namedsn_userin ServiceNow.
C. User [u_sys_user]– Theu_prefix indicates a custom table, which is not the default ServiceNow table.
D. User [s_user]– This table does not exist in ServiceNow.
A Role is defined as what?
A collection of permissions
A set of user access policies
A Persona in a workflow
A set of access control rules
In ServiceNow,a role is a collection of permissionsthat control what actions a user can perform and what data they can access within the system.
Roles are used togrant access to applications, modules, and records, and they are assigned to users based on their job functions. Users can have multiple roles, which collectively define their permissions.
For example:
Theadminrole provides full system access.
Theitilrole allows access to Incident and Change Management.
Thecatalog_adminrole grants permissions to manage Service Catalog items.
B. A set of user access policies→ Incorrect, because user access policies are more granular security rules, whereas a role is a broader concept grouping multiple permissions.
C. A Persona in a workflow→ Incorrect, because a role is not the same as a persona in a workflow; personas are more conceptual.
D. A set of access control rules→ Incorrect, becauseroles do not define access control rules directly; they are usedwithin ACLs (Access Control Lists)to determine access permissions.
A subject matter expert routinely receives tasks which have been worked by first level support, before receiving the assignment
What could you suggest. to make it easier for the expert to read only the work notes in the Activity log?
Click Context menu > Work Notes View
Click Personalize icon and select Activity Stream
Right click form header > Form Layout > Add Work Notes Section
Click Funnel icon and select only work notes
Click Context menu > History
TheActivity Streamin ServiceNow records allupdates, comments, work notes, and system eventsrelated to a record.
Tofilter the Activity log to show only Work Notes, follow these steps:
Locate theActivity Streamsection on the form.
Click theFunnel (Filter) icon.
SelectWork Notesto display only the relevant updates.
This allows thesubject matter expertto focus only onwork notesleft by other users, ensuring quick access to important information.
A. Click Context menu > Work Notes View
There isno default "Work Notes View" optionin the context menu for filtering the Activity log.
B. Click Personalize icon and select Activity Stream
ThePersonalize iconis used forUI preferences, not for filtering work notes.
C. Right-click form header > Form Layout > Add Work Notes Section
Adding a "Work Notes" field to the formdoes not filterthe existing activity log.
E. Click Context menu > History
TheHistory optiontracks user navigation and doesnot filter Work Notesin the Activity log.
For your implementation, the following tables. are extended fram each ofher:
* Incident table is extended from Task table.
* Super Incident table is extended from Incident table,
In this situation, which table(s) are P arent, Child and Base tables?
Choose 5 answers
Incident table is a Base table
Incident table is. a Parent table
Incident table is a Child table
Super Incident table is a Child table
Super Incident table is a Parent table
Super Incident table is a Base table
Task table is a Base table
InServiceNow Table Inheritance, tables can be categorized asBase, Parent, or Childdepending on how they relate to other tables.
Task Table:
Base Table:Since it isnot extended from any other table, it serves as the foundation for other tables.
Parent Table:Because theIncident tableextends from Task, Task acts as aParenttable.
Incident Table:
Parent Table:BecauseSuper Incident extends from Incident, it becomes aParentto Super Incident.
Child Table:Since it extends fromTask, it is aChildtable to Task.
Super Incident Table:
Child Table:Because it extends fromIncident, it is aChildtable.
Not a Parent or Base Tablebecause no other table extends from it.
Understanding Table Relationships in the Given Scenario:Final Table Classification:Table
Base Table?
Parent Table?
Child Table?
Task
Yes
Yes
No
Incident
No
Yes
Yes
Super Incident
No
No
Yes
A. Incident table is a Base table →Incorrect
TheTask tableis the Base table, not Incident.
E. Super Incident table is a Parent table →Incorrect
No table extends from Super Incident, so itcannot be a Parent table.
F. Super Incident table is a Base table →Incorrect
It is extended fromIncident, meaning itis not a Base table.
I. Task table is a Child table →Incorrect
Sinceno other table extends to Task, it isnot a Child table.
Table Inheritance in ServiceNow
Extending Tables
Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:
What module enables an administrator to define destinations for imported data on any ServiceNow table?
Field Transform
Transform Map
Schema Map
Import Map
ATransform Mapin ServiceNow is used to define howimported datafrom external sources (such as CSV files, Excel sheets, or third-party integrations) is mapped into thetarget tablewithin the platform.
They allowadministratorsto definefield mappingsbetween theimport set tableand thetarget table.
Can includefield transformations, such as converting data formats or merging values.
Supportscriptedtransformations usingonBefore and onAfter scripts.
A. Field Transform– No such module exists in ServiceNow. Transform Maps handle field transformations.
C. Schema Map– The Schema Mapvisualizestable relationships but doesnothandle data imports.
D. Import Map– This isnot a valid ServiceNow module. The correct term isTransform Map.
ServiceNow Transform Maps Documentation
ServiceNow CSA Training Module:"Importing Data and Transform Maps"
Key Features of Transform Maps:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
Which data consistency settings can be achieved using UI Policy?
Choose 3 answers
Setting fields to accept the datawith ‘n’numberofcharacters
Settingfields hidden
Setting fields to accept the data inan expected format
Settings fields read-only
Setting fields mandatory
UI Policiesin ServiceNow dynamically control form field behaviorswithout scripting. They help maintaindata consistencyand improve user experience.
B. Setting fields hidden
UI Policies canhideform fields based on conditions.
Example: Hide the"Resolution Notes"field unlessState = Resolved.
D. Setting fields read-only
UI Policies canmake fields read-onlyto prevent users from modifying certain data.
Example: Set"Requested For"fieldread-onlyafter submission.
E. Setting fields mandatory
UI Policies canenforce mandatory fieldsbased on conditions.
Example: Make the"Justification"field mandatory ifPriority = High.
A. Setting fields to accept the data with ‘n’ number of characters
Field length restrictions are set in theDictionary Definition, not UI Policies.
C. Setting fields to accept the data in an expected format
Data formatting (e.g., date, phone number) is controlled byField Types and Data Policies, not UI Policies.
Which ServiceNow utility provides a modern interactive graphical interface to visualize configuration items and their relationship?
CSDM Schema
Business Service Map
Dependency View
CI Class Map
In ServiceNow, theDependency Viewprovides aninteractive graphical interfaceto visualizeConfiguration Items (CIs) and their relationships. It helps IT teams understand the dependencies between infrastructure components, applications, and services.
Graphical Representation of CI Relationships:
Displays Configuration Items (CIs) and their dependencies usinga dynamic, interactive visualization.
Useslines/arrowsto represent relationships such asdepends on, runs on, hosted by, etc.
Real-Time Impact Analysis:
Helps identifyhow an outage or change to one CI affects related components.
Useful forchange management, incident resolution, and troubleshooting.
Integration with CMDB (Configuration Management Database):
Dependency Views pull data from theCMDBand display it visually.
SupportsITSM (IT Service Management), ITOM (IT Operations Management), and IT Asset Management.
Supports Multiple Relationship Types:
Application-to-Application relationships
Infrastructure dependencies (e.g., servers, databases, cloud resources)
Business Services mapping to technical services
A. CSDM SchemaIncorrect – TheCommon Service Data Model (CSDM)is a framework for organizingCMDB data models, but it does not provide agraphical interfacefor visualizing dependencies.
B. Business Service MapIncorrect – Business Service Maps arepart of Service Mapping(ITOM feature), showinghigh-level business service dependencies, butDependency Viewprovides a more detailed, real-time interactive visualization ofCIs in CMDB.
D. CI Class MapIncorrect – The CI Class Map showsCMDB class structures, not live dependency relationships between CIs.
ServiceNow Docs – Dependency Views????Dependency Views Overview
ServiceNow Community – CMDB Best Practices????CMDB and Dependency Views
Key Features of Dependency View:Incorrect Answer Choices Analysis:Official ServiceNow Documentation References:Conclusion:The correct answer isC. Dependency Viewbecause it provides amodern interactive graphical interfaceto visualizeCIs and their relationshipsinCMDB.
What type of field has a drop down list, from which you can pick from pre-defined options?
Choice
Picker
Drop down
Option
Understanding Choice Fields in ServiceNow:
AChoice fieldprovides a drop-down list ofpredefined valuesthat users can select from.
These fields are useful whenstandardized inputsare required (e.g., Status: Open, In Progress, Closed).
Why "Choice" is the Correct Answer:
AChoice fieldstores predefined options that users can select from a dropdown.
It ensuresdata consistencyby limiting inputs to a set of defined values.
Administrators can configure Choice fields inSystem Definition → Tables & Columnsby adding choices to specific fields.
Why Other Answers Are Incorrect:
B. Picker→ ServiceNow does havereference pickers(e.g., User Picker, Date Picker), but these are not used for predefined choice selections.
C. Drop down→ While a Choice fieldappearsas a dropdown, "Drop down" is not an official ServiceNow field type.
D. Option→ "Option" is a general term and not a specific ServiceNow field type.
Best Practice Solution:
To create or modifyChoice fields, go toSystem Definition → Tables & Columns, select the desired table, and edit the field properties.
UseChoice Liststo manage predefined values efficiently.
Which form element displays the list of activities, or history, on a task form?
Sidebar
Action Stream
Action Formatter
Activity Formatter
Activity Formatteris a UI element in ServiceNow forms that logs allupdates, comments, and historyrelated to a task.
It consolidates user interactions and system-generated updates in one place.
When using Flow Designer what is the Flow Execution initiated by?
A trigger
An existing subflow
Allow logic
An execution data pill
InFlow Designer, aFlow Executionis initiated by atrigger. A trigger determineswhen and under what conditions a flow starts.
Record-Based Trigger
Executes the flow when a record iscreated, updated, or deletedin a specific table.
Example: A flow runs when anIncident is createdwith a specific priority.
Schedule-Based Trigger
Executes the flow at aspecific time or on a recurring schedule.
Example: A flow runsevery Monday at 8 AMto check overdue tasks.
Application-Based Trigger (Inbound Actions, API Calls, or Events)
Executes the flow when a specificevent occursin ServiceNow.
Example: A flow runswhen an email is receivedin ServiceNow.
Types of Triggers in Flow Designer:
B. An existing subflow
Subflowsare reusable flows that can be calledwithin a parent flow.
A subflow doesnot initiate executionon its own; it must be triggeredby a flow or script.
C. Allow logic
No such term exists inFlow Designer; logic applieswithina flow but doesnot initiate execution.
D. An execution data pill
Data pillsrepresent stored datawithina flow butdo not trigger execution.
Why Other Answers Are Incorrect:
ServiceNow Flow Designer – Triggers
ServiceNow CSA Training Module:"Building Flows with Flow Designer"
References from Certified System Administrator (CSA) Official Documentation:
Typically, based on Best Practice, which of the following interactions is used to make fields mandatory, read-only, and/or hidden?
O Client Scripts
O UI Policies
O Business Rules
O UI Actions
UI Policiesare the preferred method to dynamically control the visibility, read-only state, or mandatory status of form fieldswithout requiring a page reload.
Best Practicesuggests usingUI Policiesover Client Scripts whenever possible because UI Policies execute on the client side and are easier to manage.
Theydo not require scriptingin most cases and provide asimple rule-based approach.
Explanation of Incorrect Options:
Client Scripts (A)→ Used for executing JavaScript logic in the browser, but making fields mandatory or hidden should be done via UI Policies.
Business Rules (C)→ Run on the server-side and do not directly affect form fields in real-time.
UI Actions (D)→ Used for creating buttons, links, or context menu actions;not for modifying field properties.
Which field on every record contains a unique identifier for that record?
sys_number
sc_req_item
sys_id
sys_number_id
Detailed Explanation:
In ServiceNow, thesys_idfield serves as a unique identifier for every record within the platform’s database. The sys_id is a 32-character globally unique identifier (GUID) that ServiceNow automatically generates for each record, ensuring that every record is uniquely identifiable and can be referenced across the system. This sys_id is essential for integrations, queries, and relationships between records. (Reference: ServiceNow Documentation - Record Identification and sys_id Field)
=================
When you set a policy that is applied to all data entered into the platform (UI, Import Sets, or Web Services), where does this policy run by default?
Client
Server
Browser
Network
When setting adata policyin ServiceNow, it applies to all data entered into the platform, regardless of whether the data comes from:
UI Forms
Import Sets
Web Services (APIs, integrations, etc.)
Where Does the Data Policy Run?Data Policies Run on the Server-Side
Data policies enforcedata consistency and validationat theserver level.
Theyapply uniformly across all data entry points, ensuring that validation rules are enforced before storing data in the database.
A. Client →Incorrect
Data Policies donotrun on the client-side (browser).
Client ScriptsandUI Policieshandle client-side validation.
C. Browser →Incorrect
Data Policies donotoperate within the browser; theywork at the database levelon the server.
D. Network →Incorrect
ServiceNowdoes not enforce policies at the network layer; all validations occur on theapplication server (Server-Side Processing).
Why Other Options Are Incorrect?Key Differences Between Data Policies and Other Validation Methods:Validation Type
Runs On
Applies To
Purpose
Data Policy
Server
UI, Import Sets, Web Services
Enforces rules across all data sources
UI Policy
Client (Browser)
UI Forms
Dynamically changes form behavior
Client Script
Client (Browser)
UI Forms
Runs JavaScript in the user's browser
Business Rule
Server
Database Transactions
Executes logic when records are inserted, updated, or deleted
Data Policies Overview
Difference Between UI Policies and Data Policies
Official ServiceNow Documentation Reference:
Which feature enables business process owners to organize Flow Designer content into unified and digitized cross-enterprise processes via a digitized task board Interface?
Flow Designer
Process Automation Designer
Process Workflow Designer
Workflow Editor
Process Automation Designer (PAD)is a feature in ServiceNow that allows business process owners to createunified and digitized cross-enterprise processesusing atask board interface.
Organizes multiple flows into a single process
Uses a visual task board-style interfaceto manage process stages
Integrates with Flow Designerto create, manage, and execute automation tasks
Allows role-based task assignment and collaboration
Key Features of Process Automation Designer:Use Case Example:Imagine a company has aNew Employee Onboardingprocess that involves:
IT setting up hardware
HR completing paperwork
Security providing building access
Instead of managing this manually across multiple flows,Process Automation Designerbrings all these steps intoone unified process, making it easy to track and automate.
A. Flow Designer →Incorrect
Flow Designeris used to createindividual automated workflows, but it does not provide aunified digitized task board.
C. Process Workflow Designer →Incorrect
No feature called"Process Workflow Designer"exists in ServiceNow.
D. Workflow Editor →Incorrect
Workflow Editor(Legacy tool) is used to creategraphical workflows, but it does not supportcross-enterprise digitized task boards.
Why Other Options Are Incorrect?
Process Automation Designer Overview
Using Process Automation Designer
Official ServiceNow Documentation Reference:
What feature do you use to specify which users are able to access a Service Catalog Item?
Can Read Role
Catalog User Role
Can Order Tab
User Criteria
InServiceNow Service Catalog, theUser Criteriafeature is used to specify which users are eligible to access (view or order) aService Catalog Item. User Criteria allows administrators todefine rules that determine whether a user can see or request a catalog item based on attributes such as roles, groups, departments, and locations.
User Criteria is createdto define the conditions (e.g., users in the IT department can order a laptop).
It is thenapplied to Catalog Items, Categories, or Access Control Rules.
If a user meets the criteria, they can see and order the item. If not, it remains hidden.
A. Can Read Role→ Incorrect. There is no such feature named "Can Read Role" in ServiceNow Service Catalog.
B. Catalog User Role→ Incorrect.ServiceNow does not have a predefined "Catalog User Role." However, thecatalog_adminrole can manage catalog items, but it does not control access for end users.
C. Can Order Tab→ Incorrect. This is not a valid ServiceNow feature. Ordering permissions are controlled throughUser Criteria.
You have heard about a new application released by SericeNow, You want to try it out, to-see if it might be useful for your company's ServiceNow implementation. What would be the best way to get hands-on experience with the new application?
Check the latest release notes at docs.servicenow.com.
Activate the application plug in, on your personal dev instance.
Search the wiki for the sales demo request form,
Activate the application plug in, on your company's production instance.
When testing anew ServiceNow application, the best practice is tofirst try it in a safe, non-production environmentto avoid any unintended impact on your company’s live instance.
Safe Testing Environment
Apersonal developer instance (PDI)is provided by ServiceNow for testing and development.
Activating a plugin in a PDIdoes not affect the company’s production system.
Allows Hands-On Experience Without Risk
You canexplore, configure, and test the new applicationin a personal dev instance.
Any issues encountered willnot disrupt business operations.
Best Practice for ServiceNow Development
ServiceNowrecommends testing all new featuresin asandbox or development instancebefore enabling them in a production environment.
Why is "Activate the application plugin on your personal dev instance" the Correct Answer?
A. Check the latest release notes at docs.servicenow.com.Incorrect– While the release notes providevaluable information, theydo not provide hands-on experiencewith the application.
C. Search the wiki for the sales demo request form.Incorrect– ServiceNow hasmoved away from using wikis. Also, requesting asales demois not the best way totest an application yourself.
D. Activate the application plugin on your company's production instance.Incorrect–Never test a new application directly in production. This can causeunexpected issuesandimpact live operations.
Incorrect Answer Choices Analysis:
ServiceNow Developer Program – Personal Developer Instances (PDI)????ServiceNow Developer Instances
ServiceNow Docs – Managing Plugins????How to Activate Plugins
Official ServiceNow Documentation References:
Conclusion:The correct answer is:
B. Activate the application plugin on your personal dev instance.
This methodallows safe testing and evaluationbefore considering implementation in a production environment.
Which type of scripts nun in the browser?
Script include Scripts
Business Rule Scripts
Access Contra! Scripts
Ul Policies and Client Scripts
In ServiceNow,scripts that run in the browser (client-side)includeUI PoliciesandClient Scripts. These scripts execute on theuser’s web browser, allowing real-time interaction with forms and fields without requiring a server request.
Executed in the user’s browserwhen a form is loaded, saved, changed, or submitted.
Used forreal-time form validation, auto-population, and dynamic UI changes.
Written inJavaScriptand runs on the client side.
Applyrulesto make fieldsmandatory, visible, or read-onlydynamically.
Moreefficientthan Client Scripts because theydon’t require scriptingin most cases.
A. Script Include Scripts– Theserun on the server, not in the browser. They are reusable functions that can be called from different scripts.
B. Business Rule Scripts– Business Rulesexecute on the server-side, triggered by database operations (Insert, Update, Delete).
C. Access Control Scripts– These areserver-side security rules(ACLs) that restrict user access to records and fields.
ServiceNow Client Scripts and UI Policies
ServiceNow CSA Training Module:"Client-Side Scripting in ServiceNow"
1. Client Scripts:2. UI Policies:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
What is the definition of a group?
An escalation pod
A department
A collection of users
A collection of subject matter experts
A team of users
In ServiceNow, aGroupis acollection of userswho share common responsibilities and access rights within the system. Groups are primarily used to facilitate:
Role-Based Access Control (RBAC):Assigning roles and permissions collectively to a set of users.
Task Assignment:Groups can be assigned to handle incidents, change requests, and approvals.
Notification Management:Groups can be used for sending system notifications to multiple users at once.
C. A collection of users
Agroupin ServiceNow consists of multiple users who work together on tasks, approvals, or system activities.
Groups simplify user administration by allowing permissions and responsibilities to be assigned collectively instead of individually.
Examples of groups:
Service Desk(handles incident tickets)
Change Advisory Board (CAB)(approves change requests)
HR Team(manages HR cases)
A. An escalation pod
ServiceNow doesnotuse the term"escalation pod"to define a group.
Escalations are handled through priority rules and workflows, not groups.
B. A department
Adepartmentis an organizational unit (e.g., HR, IT, Finance), while agroupis a functional collection of users.
Departments and groups are separate entities in ServiceNow.
D. A collection of subject matter experts
While some groupsmayconsist of SMEs, this isnot the definitionof a group.
Groups can have users of different expertise levels, not just experts.
E. A team of users
Although groups may act as "teams," the officialServiceNow definitionof a group isa collection of users, which is more precise.
"Team" is a more informal term, while "group" is the structured term used in the platform.
On a Business Rule, the When salting determines at what point the rule executes. What are the options for specifying that timing?
Insert, Update, Delete. Query
4G} Before, After, Async, Display
Prior to, Synchronous, on Update
Before, Synchronous, Scheduled Job, View
InServiceNow,Business Rulesareserver-side scriptsthat execute when a record is created, updated, deleted, or queried. The"When"setting in a Business Rule determineswhen the rule runs in relation to database operations.
BeforeExecutes before a record is inserted, updated, or deleted.
Used forvalidations, data modifications, and setting field valuesbefore saving.
AfterExecutes after a record has been committed to the database.
Used fortriggering notifications, writing logs, or updating related records.
Async(Asynchronous)Executes after a short delay, allowing the main transaction to complete first.
Used forlong-running processes like API calls, email sending, or external system updates.
DisplayExecutes before the record is sent to the client (UI).
Used topopulateg_scratchpadfor client-side scripts.
The Four Timing Options for Business Rules:
Example Use Cases for Business Rule Timings:Business Rule Timing
When It Runs
Use Case
Before
Before saving to the database
Validate data, auto-populate fields
After
After saving to the database
Send notifications, update related records
Async
Shortly after the transaction completes
Call an external API, send an email
Display
Before the form loads
Pass server data to client-side scripts (g_scratchpad)
A. Insert, Update, Delete, QueryIncorrect– These aredatabase operations, not the execution timing options for Business Rules.
C. Prior to, Synchronous, on UpdateIncorrect– These termsdo not matchthe standard ServiceNowBusiness Rule timing settings.
D. Before, Synchronous, Scheduled Job, ViewIncorrect– "Scheduled Job" isnota Business Rule timing option (it is part ofScheduled Script Executions).
Incorrect Answer Choices Analysis:
ServiceNow Docs – Business Rules Overview????Understanding Business Rules
ServiceNow Docs – Best Practices for Business Rules????Best Practices for Business Rules
Official ServiceNow Documentation References:
What module do you use to access the reports that are available to you?
Report > View /Run
Reports > Homepage
Self-Service>My Reports
Report > Overview
Toaccess reportsin ServiceNow, users navigate to:
????Reports > View / Run
Displaysall reports availableto the user.
Allowsrunning, modifying, and creating new reports(if permissions allow).
Users canfilter reports by category(e.g., incidents, requests, changes).
Key Features of "View / Run" Module:
B. Reports > Homepage →Incorrect
No such module named "Reports > Homepage."
C. Self-Service > My Reports →Incorrect
TheSelf-Service moduleis primarily for end users, not for accessing platform-wide reports.
D. Report > Overview →Incorrect
"Overview" providesreporting summariesbut does not list all available reports.
Why Other Options Are Incorrect?
Running and Managing Reports
Official ServiceNow Documentation Reference:
Which admin role is required to make changesto High Security Settings?
security _admin
sn_ad_admin
high_sec_admin
admin
Thesecurity_adminrole in ServiceNow is required to make changes toHigh Security Settings(now part ofSystem Security Settings).
Modify high-security settingsin ServiceNow.
Elevate privilegesto make changes to sensitive security configurations.
Manage Access Control Lists (ACLs)to define security rules.
Users with theadminrole alonecannot modify high-security settings.
Thesecurity_adminrole requireselevationvia the"Elevate Role" optionin the user menu.
This ensures thatonly authorized administratorscan modify security-related configurations.
B. sn_ad_admin– No such role exists in ServiceNow.
C. high_sec_admin– This is not a valid ServiceNow role.
D. admin– Theadmin role alonedoesnot grant access to high-security settingswithoutelevating to security_admin.
ServiceNow Security Admin Role and Elevated Privileges
ServiceNow CSA Training Module:"Managing Security Settings and Access Controls"
What Can the security_admin Role Do?Why Elevation is Required?Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
If you want to manage your personal tasks through a visual, drag-and-drop interface, what application would you use?
Visual Task Boards
Service Desk
Virtual Agent Homepage
Personal Task Tracker
✔Visual Task Boards (VTB)provide aKanban-style interfacefor tracking and managing tasks visually. Users can:
Create personal or team boardsto manage tasks.
Drag and drop task cardsbetween different lanes (e.g., "To Do," "In Progress," "Completed").
Filter and categorize workdynamically.
Types of Visual Task Boards:
Freeform Boards– Simple personal boards for organizing work.
Guided Boards– Based on ServiceNow lists and automatically updated.
Flexible Boards– A mix of Freeform and Guided boards.
Option B (Service Desk)is incorrect because it refers to theService Desk applicationfor handling incidents and tickets.
Option C (Virtual Agent Homepage)is incorrect because it is used forchatbot interactions, not task management.
Option D (Personal Task Tracker)is incorrect because there is no such feature in ServiceNow.
????Reference:ServiceNow Visual Task Boards (VTB) Documentation
Which path is used on the Filter Navigator to display the list of records from the sys_user table?
sys_user.view
sys_user.display
sys_user.do
sys_user.list
In ServiceNow, lists of records from a table are accessed using the .list suffix in theFilter Navigator.
The correct format is:
To view all records from the sys_user table, the correct navigation path issys_user.list.
Explanation of Incorrect Options:
sys_user.view→ Invalid, .view is not a valid ServiceNow navigation path.
sys_user.display→ Not a standard navigation path in ServiceNow.
sys_user.do→ .do is used forindividual record forms, not lists.
Where do you navigate to add a list of Incidents created by a user to the bottom of their user record?
Context Menu > Configure > Related Lists
Right-click on Form > Configure > Related Cases
Right-click on the Form > Configure > Add Lists
Context Menu > Configure > Related Records
✔Related Listsallow administrators to displayassociated recordsat the bottom of a form, such asincidents assigned to a userorrequests submitted by a caller.
Steps to Add a Related List:
Open aUser record(e.g., sys_user table).
Click on theForm Context Menu (☰)>Configure>Related Lists.
SelectIncidents (task table with condition "Opened by = current user").
Save changes.
Option B (Related Cases)is incorrect becausecasesrefer to Customer Service Management (CSM), not Incident Management.
Option C (Add Lists)is incorrect because the correct term isRelated Lists, not "Add Lists".
Option D (Related Records)is incorrect because there is no such direct menu option.
????Reference:ServiceNow UI Configuration – Related Lists
Which role(s) are required to impersonate a user?
Choose 2 answers
admin
sys_admin
security_admin
sys_user
impersonator
In ServiceNow,impersonating a userallows administrators or authorized users to temporarily assume another user’s identity. This is useful fortroubleshooting, testing permissions, and verifying user experiences.
admin (A)
Users with theadminroleautomaticallyhave impersonation privileges.
Admin userscan impersonate any user in the system.
Example: A system admin impersonates aService Desk Agentto test access restrictions.
impersonator (E)
Theimpersonatorrole allows a user to impersonate otherswithout full admin privileges.
This role is useful forsupport teams or testerswho need to verify user permissions.
Example: A QA tester is given theimpersonatorrole to test different roles in the system.
B. sys_admin
No such role assys_adminin ServiceNow—this is likely amistyped version of "admin".
C. security_admin
security_adminis used forelevating privilegesto modify high-security settings, not for impersonation.
D. sys_user
Thesys_usertablestores user recordsbut isnot a role.
Regular userscannotimpersonate others unless they have theimpersonatororadminrole.
You have been asked to configure a form so an employee could a tablet and select the standard accessary options to purchase with it. These standard options are: carrying case, screen cleaner, tablet stand, and screen protector. What approach would you take?
Choose 3 answers
Create Catalog item for the tablet, and on the form, add a check box variable for each accessary option.
Create Catalog item for the tablet, and add a variable set to the form, for the accessary options.
Create one Catalog item for each: tablet, carrying case, screen cleaner, tablet stand, and screen protector.
Create a Records producer, and on the form, add a check box variable for each accessary option.
On shopping Cart configuration, select option to show the Add Accessories button.
InServiceNow Service Catalog, the best practice for handling accessory selections is to usevariables or variable setswithin asingle catalog itemrather than creating multiple separate catalog items.
A. Create a Catalog Item for the tablet and add a checkbox variable for each accessory option.Correct– Addingcheckbox variablesfor accessories allows users to select multiple options within a single request.
Example variables:
[✓] Carrying Case
[✓] Screen Cleaner
[✓] Tablet Stand
[✓] Screen Protector
This makes orderingsimpler and more user-friendly.
B. Create a Catalog Item for the tablet, and add a variable set to the form for accessory options.Correct– AVariable Setis a reusable collection of variables that can be applied to multiple catalog items.
This approach is beneficial if multipledevices (e.g., laptop, phone, tablet)sharethe same accessory options.
The Variable Set can includecheckboxesfor selecting accessories.
E. In Shopping Cart configuration, select the option to show the "Add Accessories" button.Correct– Enabling the"Add Accessories"button in theShopping Cartallows users to add related products as separate items in their order.
This works well when accessories areseparate items in the catalogbut need to be linked for convenience.
Best Practices for Configuring the Tablet and Accessories:
C. Create one Catalog Item for each: tablet, carrying case, screen cleaner, tablet stand, and screen protector.Incorrect – Thisforces users to order accessories separately, making the processless efficient.
Best practice is to keep accessorieswithin the same formunless they are standalone items.
D. Create a Record Producer, and on the form, add a checkbox variable for each accessory option.Incorrect –Record Producerscreate records intables (e.g., Incident, Request, HR Case)but arenot used for Service Catalog ordering.
Thecorrect approachis to use aCatalog Item with variablesinstead.
Incorrect Answer Choices Analysis:
ServiceNow Docs – Creating and Managing Catalog Items????Creating Service Catalog Items
ServiceNow Docs – Variable Sets????Service Catalog Variable Sets
ServiceNow Docs – Shopping Cart Configuration????Shopping Cart Configuration
Official ServiceNow Documentation References:
Conclusion:The correct answers are:
A. Create a Catalog item for the tablet and add checkbox variables for accessories.
B. Use a Variable Set for the accessory options.
E. Enable the "Add Accessories" button in Shopping Cart configuration.
This approachenhances user experience, ensures flexibility, and aligns with ServiceNow Service Catalog best practices.
A task worker asks how they can monitor any updates occurring to recands assigned to him, like responses from customers, What do you suggest?
Open an Agent workspace tab for each record he wants to monitor
Select Service Desk > My Work Dashboard
Click on the eyeglass icon to. expand the Monitor frame
On My Work list, select the Activity Stream icon to show a frame with live updates
TheActivity Stream icon (Live Feed)allows users tomonitor real-time updateson records assigned to them. This is particularly useful for task workers who need to trackcustomer responses, status changes, and work progresswithout manually refreshing records.
Navigate toMy Work List(or any list view showing assigned tasks).
Click theActivity Stream (Live Updates) iconat the top of the list.
Areal-time updates frameappears, showing all changes to the listed records.
A. Open an Agent Workspace tab for each record he wants to monitor
WhileAgent Workspaceoffers real-time updates, opening multiple tabs isinefficient and unnecessarywhen live updates can be monitored in a single stream.
B. Select Service Desk > My Work Dashboard
TheMy Work Dashboardprovides an overview of assigned tasks butdoes not show live updates.
C. Click on the eyeglass icon to expand the Monitor frame
There isno "eyeglass icon"used for monitoring updates in ServiceNow.
An order from the Service Catalog has been placed. Two records in the Platformarecreated as a result.Which tworecords are associated with tins newly ordered item?
Choose 2 answers
A record of sc_task
A record of sc_req_llem table
A change record
An Incident record
A problem record
When an item isordered from the Service Catalog, two main records are created in ServiceNow:
sc_req_item(Requested Item - RITM)
Representseach individual itemin the order.
Tracks the approval process, fulfillment, and delivery for that specific item.
sc_task(Service Catalog Task - SCTASK)
Used toassign workto different fulfillment teams (e.g., IT, HR).
A singlesc_req_itemmay generate multiplesc_taskrecords.
A user orders aMacBook Profrom the Service Catalog.
ARequest (REQ#)is created.
ARequested Item (RITM#)is generated to track the MacBook order.
One or moreService Catalog Tasks (SCTASK#)are created for fulfillment (e.g., Procurement, Shipping).
C. A change record
Change records (chg_request) are created only if thecatalog item is linked to Change Management, which is not always the case.
D. An Incident record
Incidents (incident) are created forissues or break/fix cases, not for service requests.
E. A problem record
Problem records (problem) are used forroot cause analysis, not service catalog requests.
While on an Incident record, how would you add a Tag for "Special Handling" to the record?
Click on the More options (.,.) icon, click Add Tag, type Special Handling, press enter
On the Special Handling field, check the box
On the Tag field, select Special Handling from the choice list
Click on the Context menu, select Add Tag, type Special Handling, press enter
InServiceNow,Tagsallow users to categorize and quickly find records without modifying the database structure. They act aslabelsthat can be applied to records dynamically.
To add aTagsuch as "Special Handling" to anIncident record, follow these steps:
Open the Incident recordin the platform.
Click the More options (.,.) iconin the top-right corner of the record.
Select"Add Tag."
Type"Special Handling"andpress Enterto apply the tag.
Once applied, the tag will appear in theTagsfield of the record, making it easier for users tosearch and filter incidentswith similar labels.
B. On the Special Handling field, check the boxIncorrect– There isno standard "Special Handling" fieldin the Incident table that acts as a tag.
If such a field exists, it would be acustom fieldand not related toTagsfunctionality.
C. On the Tag field, select Special Handling from the choice listIncorrect– Tags arenot stored in a field with a choice list.
Tags areuser-defined labelsthat can be dynamically added using the "More options" menu.
D. Click on the Context menu, select Add Tag, type Special Handling, press EnterIncorrect– TheContext Menu(right-click menu) doesnot provide an option to add a Tag.
Tags are added using theMore options (.,.) icon, not the Context Menu.
Incorrect Answer Choices Analysis:
ServiceNow Docs – Using Tags????How to Use Tags
ServiceNow Docs – Searching Records with Tags????Search and Filter with Tags
Official ServiceNow Documentation References:
Conclusion:The correct answer is:
A. Click on the More options (.,.) icon, click Add Tag, type Special Handling, press Enter.
This is thestandard way to add a Tagin ServiceNow without modifying any database fields.
What is the language used for scriptingin ServiceNow?
JavaScript
C++
PHP
Python
ServiceNow uses JavaScriptas its primary scripting language for automation, business rules, UI actions, and server-side scripts.
Key Areas Where JavaScript Is Used in ServiceNow:
✔Client-side Scripting:UI Policies, Client Scripts
✔Server-side Scripting:Business Rules, Script Includes, Scheduled Jobs
✔Workflow & Flow Designer:Custom scripts for approvals, conditions, and notifications
✔Integration Scripts:REST API, SOAP API calls
B. C++
C++ is acompiled languageprimarily used for system software,not for ServiceNow scripting.
C. PHP
PHP is used forweb development, butnot supported in ServiceNow.
D. Python
Python isnot usedin ServiceNow for scripting. JavaScript is the standard for bothclient-side and server-side scripting.
What are the three key tables in an enterprise CMDB? Choose 3 answers.
omadb_rel_ci
sn_emdb
sn_emdb_ci
Ey omdb
sn_emdb_bak
omdb_ci
emdb_bak
TheConfiguration Management Database (CMDB)inServiceNowstores information aboutconfiguration items (CIs)and theirrelationships.
cmdb (Configuration Management Database)The main parent table for all CMDB-related data.
Storescore configuration item (CI) data.
Other CMDB-related tables inherit from this table.
cmdb_ci (Configuration Items Table)Stores individual configuration items (CIs).
Every CI (e.g., servers, network devices, software) is stored in this table or one of its child tables.
This tableextendscmdb.
cmdb_rel_ci (CI Relationships Table)Stores relationships between CIs.
Defines how CIsconnect to each other(e.g., "server hosts application").
Helps withService Mapping and Impact Analysis.
The Three Key CMDB Tables:
A. omadb_rel_ciIncorrect– Not a standard ServiceNow CMDB table.
B. sn_emdbIncorrect–sn_emdbisnot a CMDB tablein ServiceNow.
C. sn_emdb_ciIncorrect– No such table inServiceNow CMDB architecture.
E. sn_emdb_bakIncorrect– No suchbackup tablein ServiceNow CMDB.
G. emdb_bakIncorrect– No suchServiceNow CMDB tableexists.
Incorrect Answer Choices Analysis:
ServiceNow Docs – CMDB Core Tables????CMDB Tables Overview
ServiceNow Docs – Understanding CI Relationships????CMDB Relationship Tables
Official ServiceNow Documentation References:
Which SericeNow utility gives a Service Desk agent the ability to trace from a Service having an issue, to see which Cis supporing that service have active issues?
AL Service Dashboard
Cl Health Dashboard
Dependency View
Event Management Homepage
InServiceNow, theDependency Viewis agraphical representationthat allows Service Desk agents and IT teams totrace relationships between Configuration Items (CIs)and identify whichCIs are experiencing issues that may be affecting a business service.
Visualizes Relationships Between CIs and Services
Dependency View displaysCIs and their dependenciesin aninteractive map.
Service Desk agents can quicklysee which CIs are impactedandhow they affect the business service.
Identifies Impacted Configuration Items (CIs)
If aserver, database, or network component is down, Dependency Viewhelps tracewhich business service is affected.
This is useful forincident management, root cause analysis, and change impact assessment.
Integrated with CMDB (Configuration Management Database)
Dependency Views pull data from theCMDBtomap CI relationships.
This helps Service Desk agentsidentify problems quicklywithout needing deep technical knowledge.
Why is "Dependency View" the Correct Answer?
A. AI Service DashboardIncorrect– There is no standard "AI Service Dashboard" in ServiceNow.
B. CI Health DashboardIncorrect– TheCI Health Dashboardfocuses on theoverall health of CIs (e.g., compliance, correctness, completeness)but doesnot provide a dependency mapfor tracing service issues.
D. Event Management HomepageIncorrect–Event Management (ITOM)is used formonitoring events and alerts, butit does not provide an interactive dependency viewfortracing service issues.
Incorrect Answer Choices Analysis:
ServiceNow Docs – Dependency Views????Understanding Dependency Views
ServiceNow Docs – CMDB Relationship Visualization????Using CMDB Relationships
Official ServiceNow Documentation References:
Conclusion:The correct answer is:
C. Dependency View
Dependency Viewallows Service Desk agents totrace service issues back to the affected CIs, making it an essential tool forincident management and root cause analysis.
What options can you see, when you fight click on a Cl, from the Cl dependency view map?
Choose 3 answers
View Affected Cis
View Related Tasks
View Recent Outages
View Cases
View Knowledge
TheCI Dependency View Mapin ServiceNow is a graphical representation of therelationshipsanddependenciesbetween Configuration Items (CIs) within theConfiguration Management Database (CMDB). Right-clicking on a CI in the Dependency View provides additional options for analyzing its impact and history.
A. View Affected CIs
Shows all CIsimpactedby the selected CI.
Example: If adatabase servergoes down, this option lists all applications and services affected.
B. View Related Tasks
Displays tasks (e.g.,Incidents, Changes, Problems) associated with the selected CI.
Example: Viewing allopen Incidentsrelated to aserver CI.
C. View Recent Outages
Showsrecently reported outageslinked to the selected CI.
Useful for analyzing recurring issues or identifying historical failures.
D. View Cases
Casesare used inCustomer Service Management (CSM), not in CMDB CI dependency maps.
E. View Knowledge
WhileKnowledge Articlesmay reference a CI, this is not an option in theCI Dependency View Map.
Which one of the following describes the primary operations performed against tables in the Service Now platform?
Create, Rate, Update, Delete
Create, Read, Upload, Delete
Create, Read, Write, Delete
Capture, Rate, Write, Develop
The primary operations performed on tables inServiceNowfollow theCRUDmodel:
Create (C)– Adding a new record to a table.
Read (R)– Viewing or retrieving a record from a table.
Write (W)– Editing or updating an existing record.
Delete (D)– Removing a record from a table.
These operations are fundamental todatabase managementand align with ServiceNow’sAccess Control Rules (ACLs), which enforce security permissions for each operation.
A. Create, Rate, Update, DeleteIncorrect– "Rate" is not a standard database operation.
B. Create, Read, Upload, DeleteIncorrect– "Upload" is not a standard database operation.
D. Capture, Rate, Write, DevelopIncorrect– None of these terms (except "Write") relate to database operations.
Incorrect Answer Choices Analysis:
ServiceNow Docs – CRUD Operations in Tables????Tables and CRUD Operations
ServiceNow Docs – Access Control Rules????ServiceNow ACLs for CRUD
Official ServiceNow Documentation References:
Which action enables a user to view and specify date and time formats in their instance?
Create a UI Script to set the default timezone
Ask the user to adjust the time zone on their personal computer
Select the User menu > Preferences > Language & Region > Set date and time format and time zone
Select the User menu > Preferences > Time Settings > Toggle display time zone
Use the system properties to correct the instance's time zone
Users in ServiceNow canset their personal date and time formatvia:
✔User menu > Preferences > Language & Region > Set date and time format and time zone
Option A (Create a UI Script)is incorrect because UI Scripts do not modify user preferences.
Option B (Adjust the time zone on their PC)is incorrect because ServiceNow instances have their own time zone settings.
Option D (Toggle display time zone)is incorrect because there is no "Time Settings" option under Preferences.
Option E (System properties to correct time zone)is incorrect because system-wide properties affect all users, butpersonal settings are changed via Preferences.
????Reference:ServiceNow User Preferences – Date & Time Settings
Access controls are evaluated in this order:
1. Match object against table ACL
2, Match the object against field ACL
Within step 1 above, what order are the table ACLs evaluated?
Specific to general: Table.Field ACL, Parent Table.Field ACL, *.Field ACL
Bottom to top: Table ACL. Table.Field ACL, Parent Table. Field ACL
General to specific: Table ACL, Table.Field ACL, Parent Table, Field ACL
Top to bottom: Wildcard Table ACL, Parent Table ACL, Table ACL
Specific general: Table ACL, Parent Table ACL, Wildcard (*) ACL
InServiceNow,Access Control Rules (ACLs)determine whether auser can access a specific record, table, or field.
When evaluatingtable ACLs, ServiceNow follows aspecific-to-generalapproach:
First, it checks the most specific ACL (Table ACL)
Example: If the table isincident, ServiceNow first checks ACLs forincident.
Then, it checks the Parent Table ACL(if the table is inherited)
Example: Sinceincidentextendstask, it will check ACLs fortask.
Finally, it checks the Wildcard ACL (*ACL)
If no specific or parent table ACL is matched, ServiceNow checks for awildcard ACL(*.read,*.write, etc.).
Specific Table ACL(e.g.,incident.read)
Parent Table ACL(e.g.,task.read)
Wildcard ACL(e.g.,*.read)
Order of ACL Evaluation:Thisensures granular access control, giving priority tomore specific rules before applying broader permissions.
*A. Specific to general: Table.Field ACL, Parent Table.Field ACL, .Field ACLIncorrect– Field ACLs are evaluatedaftertable ACLs. This option confuses table and field evaluation.
B. Bottom to top: Table ACL, Table.Field ACL, Parent Table.Field ACLIncorrect– The correct order isTable ACL → Parent Table ACL → Wildcard ACL, not Table.Field ACL order.
C. General to specific: Table ACL, Table.Field ACL, Parent Table, Field ACLIncorrect– ServiceNow appliesspecific ACLs first, not general ones.
D. Top to bottom: Wildcard Table ACL, Parent Table ACL, Table ACLIncorrect– Wildcard ACLs are evaluatedlast, not first.
Incorrect Answer Choices Analysis:
ServiceNow Docs – Access Control Evaluation Order????Access Control Rules
ServiceNow Community – ACL Best Practices????Understanding ACL Processing
Official ServiceNow Documentation References:
If a knowledge base has no access details specified, what users are able to read articles in that knowledge base?
itil users
Any user with an article's permalink
Any active user
No users
Users with kb_user role
What is the primary purpose of Form Builder in the Now Platform?
To generate analytical reports from data tables
To edit forms used for populating records
To create new tables within the platform
To configure system settings and permissions
✔Form Builderis used todesign and modify formsthat users interact with when entering and updating records.
Key Features of Form Builder:
Drag-and-drop interface toadd, remove, or rearrange fields.
Supportssections, tabs, and related lists.
Enables quick modification of forms without writing scripts.
Option A (Generate analytical reports)is incorrect because reports are created using theReport Designer, not Form Builder.
Option C (Create new tables)is incorrect because tables are created viaTable Builderor directly in the Table module.
Option D (Configure system settings and permissions)is incorrect because permissions are managed throughroles, ACLs, and system properties.
????Reference:ServiceNow Platform UI – Form Builder Guide
What resource can you use to view details of the tables and configuration items (CIs) associated with a particular use case?
Scenario Dashboard
CI Use Case Modeler
CMDB Use Case Modeler
Common Service Data Model (CSDM) product view
Understanding CMDB and Use Case Modeler:
TheCMDB (Configuration Management Database)contains information aboutConfiguration Items (CIs)and their relationships.
CMDB Use Case Modeleris a tool within ServiceNow that helps users visualize and analyzeCIs and tablesrelated to a specific business use case.
Why CMDB Use Case Modeler is the Correct Answer:
Itmaps tables and CIsto specific use cases, providing an organized view ofhow different components interact.
It helpsanalyze dependenciesandunderstand the impactof changes on IT services.
It assists withtroubleshooting and compliance checksby offering agraphical representation of CIs.
Why Other Answers Are Incorrect:
A. Scenario Dashboard→ Not a recognized ServiceNow tool for viewing CIs or tables related to a use case.
B. CI Use Case Modeler→ No such feature exists; it may be confused with the correct answer (CMDB Use Case Modeler).
D. Common Service Data Model (CSDM) product view→ TheCSDMprovides a standardized framework for organizing CMDB data but doesnot specifically offer a toolfor viewing tables and CIs related to a use case.
Best Practice Solution:
To access CMDB Use Case Modeler in ServiceNow:
Navigate toCMDB Workspace→Use Case Modeler
Select the relevant use case and analyze the relatedCIs and tables
Ensure that your CMDB isproperly populated and maintainedto get accurate results.
Which best describes a field in a SeniceNow table?
A field is a table cell that stores data
A field is a table row
A field is an item that appears in a menu list
A field is a record in a table
InServiceNow, afieldis asingle data pointin a table, similar to acell in a spreadsheet.
Fields store specific datain a table, such as:
Short Description(text field)
Priority(choice field)
Assignment Group(reference field)
Each record consists of multiple fields
Example: In theIncident table, a singleIncident recordcontains multiple fields such as:
Number(INC0012345)
State(In Progress)
Assigned To(John Doe)
Fields have different data types
Text, Integer, Choice, Date/Time, Reference, etc.
Understanding Fields in ServiceNow:
B. A field is a table rowIncorrect– Atable rowrepresents anentire record, not just asingle field.
Arecordconsists of multiplefields(columns).
C. A field is an item that appears in a menu listIncorrect– Menu items areUI elements, not database fields.
Afieldispart of a table, while a menucontains navigation links.
D. A field is a record in a tableIncorrect– Arecordis afull row of data, which includesmultiple fields.
Incorrect Answer Choices Analysis:
ServiceNow Docs – Understanding Tables, Records, and Fields????Tables and Fields Overview
ServiceNow Docs – Field Types and Definitions????Field Data Types
Official ServiceNow Documentation References:
Conclusion:The correct answer is:
A. A field is a table cell that stores data.
Afieldis asingle piece of datawithin a record, much like acell in a spreadsheet.
On a form, which type of Geld has this icon which can be clicked, 10 S00 a preview of the associated record?
Drilkdown
Lookup
Quickview
Preview
Snapshot
Reference:
The icon highlighted in the image is theReference Icon(iinside a circle). It is used forReference fieldsin ServiceNow forms.
AReference fieldlinks to a record in another table (e.g., theCallerfield in anIncidentform references thesys_usertable).
Clicking theReference Icon (i)opens apreviewof the referenced recordwithout navigating away from the form.
This feature is helpful forquickly viewing user details, CI information, or related records.
A. Drilldown– This term is not used for form field behavior in ServiceNow; "drilldowns" are usually associated with reports.
B. Lookup– While lookups are used to search for values, they do not display previews of referenced records.
C. Quickview– This is not a defined ServiceNow field type.
D. Preview– While the icon allows previewing, the correct term isReference field, not "Preview field."
E. Snapshot– No such field type exists in ServiceNow.
ServiceNow Reference Fields & Preview
ServiceNow CSA Training Module:"Configuring Forms and Fields – Reference Fields and Their Behavior"
How Reference Fields Work:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
Which path would youtake to access the table configuration page from a form?
The Form Context menu>View >Table
TheForm Context menu > Configure > Table
TheForm Context menu > Configure > Dictionary
The Form Context menu > View > Show Table
InServiceNow, thetable configuration pageallows administrators tomodify table settings, fields, relationships, and properties.
To access this page from aform view, you must use theForm Context Menu (☰in the top-left corner of the form)and navigate to:
????Configure > Table
This willopen the Table Configuration Page, where you can:
View and edittable properties.
Managefields, relationships, and indexing.
Configuresecurity settings (ACLs)for the table.
Open a record in a form view(e.g., a Catalog Task form).
Click the Form Context menu(☰at the top-left).
Select "Configure"from the dropdown.
Click "Table"to access theTable Configuration Page.
Step-by-Step Navigation:
Why "Configure > Table" is the Correct Answer?Directly accesses the table's configuration page
Allows modification of table-level settings
Best practice method for modifying table properties
A. The Form Context menu > View > TableIncorrect– There is no"View > Table"option in the context menu.
C. The Form Context menu > Configure > DictionaryIncorrect– The"Dictionary"option allowsediting individual field propertiesbutnot the entire table configuration.
D. The Form Context menu > View > Show TableIncorrect– No such"Show Table"option exists in theForm Context Menu.
Incorrect Answer Choices Analysis:
ServiceNow Docs – Configuring Tables????Table Administration
ServiceNow Docs – Modifying Table Properties????Configuring a Table
Official ServiceNow Documentation References:
Conclusion:The correct answer is:
B. The Form Context menu > Configure > Table
This is the correctnavigation pathto access thetable configuration pagefrom a form in ServiceNow.
When designing a flow, how do you reference data from a record, in that flow?
Drag the table icon onto the flow definition
Use the condition builder to specify the desired values
Specify the source table on the data pill related list
Drag the data pill onto the flow definition
Add the table reference using the slush bucket
InServiceNow Flow Designer, adata pillrepresentsvariables, record fields, or outputs from previous stepsthat can be used dynamically in the flow.
Data pillsallow flow designers to referencerecord datawithout manually specifying table fields.
Dragging a data pillonto a flow step ensures that the correct values areautomatically mappedfrom the referenced record.
This is the recommended method for using record datawithin a flow.
Why is Option D Correct?
Why Are the Other Options Incorrect?A. Drag the table icon onto the flow definition
IncorrectbecauseFlow Designer does not use table iconsfor referencing records.
Instead, it utilizesdata pills and actionsto retrieve and manipulate record data.
B. Use the condition builder to specify the desired values
Incorrectbecause thecondition builderis used fordecision logic(e.g., If-Else conditions), not for referencing record data.
C. Specify the source table on the data pill related list
Incorrectbecause youcannot manually specifya table in a data pill.
Data pills areautomatically createdwhen an action retrieves data from a record.
E. Add the table reference using the slush bucket
Incorrectbecauseslush bucketsare used in ServiceNow for selecting multiple items (e.g., roles, groups),not for referencing record data in a flow.
ServiceNow Flow Designer - Using Data Pills
ServiceNow Flow Designer - Best Practices for Record Referencing
ServiceNow ITSM - Automating Workflows with Flow Designer
References to Official Certified System Administrator (CSA) Documentation:
Which tool is used to define relationships between fields in an import set table and a target table?
Transform Schema
Schema Map
Dictionary Map
Transform Map
Field Transformer
Import Designer
ATransform Mapin ServiceNow is a tool used to define relationships betweenfields in an import set tableandfields in a target table. It helps map incoming data to the appropriate fields within the ServiceNow database when importing data from external sources.
Data is loadedinto anImport Set Table.
ATransform Mapis created to define how fields from the import set correspond to fields in the target table.
TheTransformation Processis executed, applying the mapping rules.
The data is stored in theTarget Tablewith any specified transformations applied.
Supportsfield mapping,scripted transformations, andcoalesce fields(for avoiding duplicate records).
Allows fordata cleansing and standardizationduring the transformation process.
Can be reused for multiple data imports.
A. Transform Schema→ No such concept exists in ServiceNow.
B. Schema Map→ Provides a visual representation of table relationships but does not define field mappings for imports.
C. Dictionary Map→ Used for mapping between dictionary definitions, not for transforming import set data.
E. Field Transformer→ Not a ServiceNow tool.
F. Import Designer→ No such module in ServiceNow.
What feature can track the amount of time that a task has been open, to ensure that tasks are completed within an allotted time?
Task Escalation Clock
Service Level Agreements
Inactivity Monitor
Response Time Clock
Business Time Remaining
AService Level Agreement (SLA)in ServiceNow is a tracking mechanism that ensures tasks are completed within a specified time frame. SLAs help inmonitoring and enforcing deadlinesfor various tasks, such as incidents, changes, or service requests.
Tracks Task Duration
SLAs calculate theelapsed timesince a task was created and determine if it meets or breaches the defined resolution targets.
Ensures Timely Completion
SLAs definestart, pause, and stop conditionsbased on specific criteria (e.g., an incident must be resolved within 8 hours).
Visual Indicators
SLAs includeprogress bars, warning alerts, and breach notificationsto help users track deadlines.
Works with Business Rules and Workflows
SLAs can triggerescalations, notifications, or automated actionsif a task is at risk of breaching the SLA.
A. Task Escalation Clock(Incorrect)
No such feature called "Task Escalation Clock" exists in ServiceNow. Escalations are handled usingSLA workflows and escalation rules.
C. Inactivity Monitor(Incorrect)
TheInactivity Monitoris used to detect when a task has not been updated for a specific period, but it does not enforce time-bound completion.
D. Response Time Clock(Incorrect)
No specific "Response Time Clock" exists in ServiceNow.Response SLAstrack thetime taken to acknowledge a task, but this is part of the broader SLA system.
E. Business Time Remaining(Incorrect)
This isnot a specific featurebut rather a calculated field within SLAs that shows the time remaining before an SLA breaches.
Service Level Agreements (SLA)
How SLAs Work in
Key Features of SLAs in ServiceNow:Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:
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''
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
InServiceNow,Number Maintenanceis the application used to manage and modify numbering schemes for different tables, including theIncidenttable. Since the default prefix forIncident numbersis"INC", an administrator can modify it to a company-specific prefix (e.g.,"IN") by following these steps:
Navigate to the Number Maintenance Application:
Go toAll → System Definition → Number Maintenance
Search for theIncident table (task.number record for Incident).
Modify the Prefix:
Open the existingIncident numbering record.
Change thePrefixfrom"INC"to"IN".
Ensure theNext Numberfield is correctly set (e.g.,"IN0001001").
Save the Changes:
ClickUpdateto apply the new prefix.
All newly created incidents will now follow the new format (IN0001001).
Existing incidents are NOT affected—only newly created records will reflect the new prefix.
Steps to Change the Incident Number Prefix:Why Option A (Number Maintenance) is Correct?The Number Maintenance application is the correct place to modify prefixes for tables like Incident.
Why Other Options Are Incorrect?B. Create a Business Rule that modifies the prefix before the Insert operation→ Incorrect
Business Rulesdo not control number generation.
Number generation is managed byNumber Maintenanceat the system level.
C. The prefix of an incident cannot be changed because it is a built-in feature→ Incorrect
The prefixCAN be changedusing theNumber Maintenanceapplication.
Only existing records retain their original prefix; new records follow the updated format.
D. Submit a Change Request to ServiceNow Technical Support→ Incorrect
This isnot necessary, asadministratorscan make this change directly throughNumber Maintenance.
ServiceNow Docs – Number Maintenance
ServiceNow Learning – Customizing Numbering Schemes
ServiceNow Developer Portal – Number Prefix Best Practices
References from Certified System Administrator (CSA) Documentation:
When creating a global custom table named “abc”, what is the table name that is automatically assigned by the platform?
snc_abc
abc
u_abc
sys_abc
When creating acustom table in ServiceNow, the platform automatically assigns a table name prefixed with"u_"to differentiatecustomtables fromout-of-the-box (OOB) tables.
The default prefix"u_"is applied to allcustom global tables.
The table name follows the format:"u_" + [custom name].
Example:
If you create a table named"abc", the system assigns it the table name:u_abc.
All custom tables created by usersautomatically receive the "u_" prefix.
Prevents conflicts withServiceNow’s internal tables.
Ensurescustom tables are easy to identify.
Naming Convention for Custom Tables:Why "C. u_abc" is Correct?
A. snc_abc – Incorrect
"snc_" is not used for custom tables; it is reserved forinternal ServiceNow functionality.
B. abc – Incorrect
Custom tablesdo not use raw names; they always include a prefix (u_).
D. sys_abc – Incorrect
"sys_" is reserved forsystem tables(e.g.,sys_user,sys_db_object).
Explanation of Incorrect Options:
ServiceNow Docs: Creating Custom Tables
ServiceNow CSA Study Guide – Table Administration
ServiceNow Product Documentation: Understanding Table Naming Conventions
References from Certified System Administrator (CSA) Documentation:
Which one of the following is NOT a type of Visual Task Board?
Feature
Guided boards
Flexible
Freeform
InServiceNow,Visual Task Boards (VTBs)provide aKanban-style interfaceto manage and track work. There arethree main typesof Visual Task Boards, but "Feature"is notone of them.
Freeform Board (Valid Type)
Manually created boards wherecards can be moved freelywithout predefined conditions.
Users canadd and organize tasks as needed.
Example: Personal task management.
Guided Board (Valid Type)
Createdfrom a list viewandlinked to a ServiceNow table(e.g., Incident, Change, Task).
Cards on the boardautomatically updatebased on conditions.
Example: Managing Incidents or Change Requests.
Flexible Board (Valid Type)
Similar toGuided Boards, but allows users tomanually reordertasks within lanes.
Offers moreflexibilitywhile still being linked to a data source.
Example: Sprint Planning or ITSM Workflows.
"Feature" is NOT a Visual Task Board type in ServiceNow.
ServiceNow does use the term"Feature"in Agile Development (for tracking high-level product functionalities), but it is not related to VTBs.
Types of Visual Task Boards in ServiceNow:Why is "Feature" Incorrect?
Why Other Options Are Correct?Guided, Flexible, and Freeformare thethree valid typesof Visual Task Boards in ServiceNow.
Visual Task Boards Overview
ServiceNow Visual Task Boards
Types of Visual Task Boards
Creating and Using VTBs
References from ServiceNow CSA Documentation:
How is a group defined in ServiceNow?
A group is one record stored in the Group Type [sys_user_group_type] table
A group is one record stored in the Group [sys_user_group] table
A group defines a set of users that share the same location
A group defines a set of users that share the same job title
InServiceNow, agroupis acollection of userswho share common responsibilities, such as handling incidents, approvals, or service requests.
Groups are stored in thesys_user_grouptable
Eachgroupis arecord in thesys_user_grouptable, which manages user access and permissions.
Example: The "Service Desk" group (sys_user_grouprecord) may contain multiple IT support users.
Groups are used for role assignments
Instead of assigning roles directly to users,roles are assigned to groupsfor easier access management.
Groups can be used for approvals and task assignments
Groups are often assigned to handleapproval workflows, incident resolution, and change management tasks.
A. A group is one record stored in the Group Type [sys_user_group_type] table(Incorrect)
Thesys_user_group_typetable is used for categorizing groups,not storing actual group records.
C. A group defines a set of users that share the same location(Incorrect)
Incorrect: Groups arenot location-based; they are used fortask assignments, approvals, and permissions.
D. A group defines a set of users that share the same job title(Incorrect)
Incorrect: Users with the same job titlemay belong to different groupsbased on their responsibilities.
Key Details About Groups in ServiceNow:Why Other Options Are Incorrect?
Groups in ServiceNow
Managing User Groups
User and Group Management
ServiceNow User and Group Administration
References from ServiceNow CSA Documentation:Final Verification:Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.
What are the steps to retrieve an Update Set?
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
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:
What is a role in ServiceNow?
A role is one record m the Role [sys_user_role] table
A role is one record in the Role Iuser_sys_role] table
A role is a persona used In Live Feed Chat
A role Is a set of modules for a particular application
In ServiceNow, aroleis arecord stored in the sys_user_role tablethat defines a set ofpermissionsfor users. Roles determine what users cansee and dowithin the platform by granting access to applications, modules, and specific functionalities.
Stored in thesys_user_roletable.
Assignpermissionsto users and groups.
Define access toapplications, modules, and records.
Can beinheritedby users throughgroup membership.
Used inAccess Control Rules (ACLs)to restrict or allow access to records.
Key Features of Roles in ServiceNow:Common Roles in ServiceNow:Role Name
Description
admin
Full system access, including configuration and security settings.
itil
Allows access to IT Service Management (ITSM) modules like Incident, Change, and Problem.
catalog_admin
Manages the Service Catalog.
knowledge_manager
Manages the Knowledge Base.
Roles arestored as recordsin thesys_user_roletable.
Each role grantsspecific permissionsto users.
Users can have multiple roles assigned to them.
B. A role is one record in the Role [user_sys_role] table – Incorrect
The correct table name issys_user_role, not "user_sys_role".
C. A role is a persona used in Live Feed Chat – Incorrect
Live Feed is a collaboration tool, butroles are not personas for chat.
D. A role is a set of modules for a particular application – Incorrect
Rolesgrant accessto modules, but they arenotthe modules themselves.
ServiceNow Docs: User Roles & Permissions
ServiceNow CSA Study Guide – Role-Based Access Control
ServiceNow Product Documentation: sys_user_role Table
Why "A. A role is one record in the Role [sys_user_role] table" is the Correct Answer?Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
What needs to be specified, when creating a Business Rule? (Choose four.)
UI action
Table
Fields to update
Who can run
Script to run
Application scope
Update set
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:
What do you call any component that needs to be managed in order to deliver services?
CSDM Items
CMDB
Configuration item
Service Offerings
Asset
AConfiguration Item (CI)is any component thatneeds to be managed to deliver IT services. In ServiceNow, CIs are stored in theConfiguration Management Database (CMDB)and can include servers, applications, databases, network devices, and more.
Tracking & Management: Helps organizations track IT assets and their relationships.
Service Impact Analysis: Identifies how an issue with one component can affect related services.
Change Management Support: Ensures changes to IT assets are controlled and well-documented.
Incident & Problem Resolution: Provides insights into troubleshooting and root cause analysis.
Hardware: Servers, network devices, storage systems.
Software: Applications, databases, operating systems.
Services: Business services, IT services.
Documentation: Policies, SLAs, knowledge articles.
Why Are Configuration Items Important?Examples of Configuration Items (CIs):
Incorrect Answer Choices Explanation:A. CSDM Items– TheCommon Service Data Model (CSDM)is a framework for structuring CMDB data, but individual components in the CMDB are calledConfiguration Items (CIs).
B. CMDB– TheCMDB (Configuration Management Database)is thedatabasethat stores Configuration Items, but it is not a CI itself.
D. Service Offerings– AService Offeringrepresents a set of capabilities available to customers but is not the same as a CI.
E. Asset– AnIT Assetrefers to aphysical or virtual resourceowned by the organization, butnot all assets are CIs(e.g., a computer mouse may be an asset but not a CI).
ServiceNow CMDB Overview
Configuration Items (CIs)
Official CSA Documentation Reference:
What are the components that make up a filter condition? (Choose three.)
Operator
Match Criteria
Value
Column
Field
Afilter conditionin ServiceNow consists of three essential components that define how data is filtered in lists, reports, and queries. These components determine which records meet specific criteria.
Column (D)– Represents thefieldin the table that is being filtered (e.g., "Priority" in theincidenttable).
Operator (A)– Defines the comparison method, such asis, contains, starts with, greater than, etc.
Value (C)– Specifies thecriteriaused for filtering (e.g., "High" for Priority).
Components of a Filter Condition:Example of a Filter Condition in an Incident Table:PriorityisHigh
Column:Priority
Operator:is
Value:High
B. Match Criteria→ Not a defined component; filtering is based on column, operator, and value.
E. Field→ While "Field" is a general term,ServiceNow officially uses "Column"in filter conditions.
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?
Common Services Data Model (CSDM)
Information Technology Service Management (ITSM)
Configuration Management Database (CMDB)
Information Technology Infrastructure Library (ITIL)
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.
How can administrators utilize the same content for different notification channels?
Configure Default notification content
Enable Actionable notification content
Provide Common notification content
Set up Related notification content
InServiceNow, administrators canreuse the same notification contentacross multiple channels (such asemail, SMS, and push notifications) by usingCommon Notification Content.
Consistency Across Channels
Ensures that the same message format is used acrossemail, SMS, and push notifications.
Easier Maintenance
Instead ofcreating separate contentfor each channel, administrators can manage all notification content from one place.
Dynamic Content
Supports variables and dynamic placeholders to customize messages based on recipient data.
A. Configure Default notification content
Incorrect: There is no "default notification content" feature in ServiceNow.
B. Enable Actionable notification content
Incorrect: Actionable notifications allow users totake actions directly from the notification, but they do not manage common content.
D. Set up Related notification content
Incorrect: No such feature as "Related notification content" exists in ServiceNow.
Key Features of Common Notification Content:Why Other Options Are Incorrect?
Common Notification Content Overview
ServiceNow Notification Management
Setting Up Common Notification Content
Creating Reusable Notification Content
References from ServiceNow CSA Documentation:
How do you make a list filter available to everyone?
Make active, set visibility, and save
Assign a name, set visibility, and save
Assign a group, set visibility, and save
Make active, assign a name, and save
In ServiceNow,list filtersallow users to define and apply specific conditions to refine data displayed in a list view. If an administrator or user wants to make alist filter available to everyone, they need to:
Assign a Name→ The filter must be named so users can identify and reuse it.
Set Visibility→ The filter’s visibility needs to be adjusted to“Everyone”, a specificgroup, or anindividual user.
Save→ The filter must be saved for it to be accessible in future sessions.
Apply a filterin a list view using the filter conditions.
Click theSavebutton.
Provide anamefor the filter.
UnderVisibility, select one of the following:
Me (Private)→ Only the creator can use the filter.
Everyone (Public)→ All users can access the filter.
Group→ Assign the filter to a specific group.
ClickSaveto store the filter.
Steps to Make a List Filter Available to Everyone:
Why "B. Assign a Name, Set Visibility, and Save" is Correct:Assign a Name→ The filter needs an identifiable name for users.
Set Visibility→ Determines whethereveryone, a group, or just the creatorcan see the filter.
Save→ Saves the filter for future use.
A. Make active, set visibility, and save→Filters do not have an "Active" state; they just need to be saved with the correct visibility settings.
C. Assign a group, set visibility, and save→Assigning a group isoptionalbut does not apply to everyone.
D. Make active, assign a name, and save→"Make active" is not required; visibility settings control availability.
Why Other Options Are Incorrect:
ServiceNow Documentation:Creating and Sharing List Filters
CSA Exam Guide:CoversList Filters and visibility settings.
Reference from CSA Documentation:Thus, the correct answer is:
B. Assign a Name, Set Visibility, and Save
What would NOT appear in the Application Navigator if “service” is typed into the filter field?
Configuration > Business Services
Self-Service > Knowledge
Service Portal > Widgets
Incident > Assigned to me
TheApplication Navigatorin ServiceNow allows users to quickly filter and locateapplications, modules, and menusby typing keywords in thefilter field.
When you type"service"into the filter field,only modules containing the word "service"in theirname or pathwill be displayed.
Analysis of Each Option:Option
Contains "service"?
Appears in Navigator?
A. Configuration > Business Services
"Business Services" contains "service"
Appears
B. Self-Service > Knowledge
"Self-Service" contains "service"
Appears
C. Service Portal > Widgets
"Service Portal" contains "service"
Appears
D. Incident > Assigned to me
Does NOT contain "service"
Does NOT appear
Since"Incident > Assigned to me"doesnotcontain the word"service", itwould NOT appearin theApplication Navigatorwhen filtering by"service".
Configuration > Business Services
The"Business Services"module underConfigurationincludes the word"service".
Self-Service > Knowledge
The"Self-Service"application contains the word"service", so this module appears.
Service Portal > Widgets
The"Service Portal"module contains the word"service", making it visible.
Incident > Assigned to me
Thisdoes NOT contain "service"in its path, so it willnotappear.
Why the Other Options Appear in the Application Navigator?
ServiceNow Docs: Using the Application
References from Certified System Administrator (CSA) Documentation:This confirms that"Incident > Assigned to me" would NOT appearin the Application Navigator when filtering by"service".
New records, new groups, and modified configuration Items (Cls): what do they have in common?
They are included in an Update Set
They are not captured in an Update Set
They are customizations
They do not have anything in common
Update Setsin ServiceNow are used tocapture configuration changesso they can be moved between instances (e.g., from development to production). However,new records, new groups, and modified Configuration Items (CIs) are not included in Update Setsby default because they are considereddata, not configuration changes.
New Records→ Data records (e.g., Incidents, Users, Groups) are not part of an Update Set.
New Groups→ Groups are data elements (stored in thesys_user_grouptable) and arenot includedin Update Sets.
Modified Configuration Items (CIs)→ CIs belong to theConfiguration Management Database (CMDB), and changes to CIs are considereddata, not configuration changes.
UI Policies, Business Rules, Client Scripts, Workflows, Forms, and Tables
Changes to system configuration (not transactional data)
Breakdown of Each Element:What is Captured in an Update Set?
Why "B. They are not captured in an Update Set" is Correct:New records, groups, and modified CIs are considered data, and Update Sets do not track data by default.
A. They are included in an Update Set→Incorrect because Update Setsdo not track data recordslike CIs, groups, or user records.
C. They are customizations→Customizations refer toconfiguration changes, but records and CIs are considereddata, not customizations.
D. They do not have anything in common→All three (new records, groups, and CIs) aredataelements, meaning they share the characteristic ofnot being included in Update Sets.
Why Other Options Are Incorrect:
ServiceNow Documentation:Update Sets and What They Capture
CSA Exam Guide:Coverswhat is and is not included in Update Sets.
Reference from CSA Documentation:Thus, the correct answer is:
B. They are not captured in an Update Set
Which of the following are not included in an Update Set, by default? (Choose four.)
Homepages
Data
Published Workflows
Business Rules
Schedules
Database changes
Related Lists
InServiceNow, anUpdate Setis a mechanism used tocapture customizationsmade in an instance andmove them to another instance(e.g., from development to production). However, certain elements arenot included in an Update Set by default.
Homepages (A) –Correct
Homepages are stored asuser-specific or global content, and they are not included in update sets by default.
To migrate them, you need tomanually export/importthem or use thesys_portal_page_settable.
Data (B) –Correct
Update Setsdo not include actual data, such as incident records, user records, or CMDB data.
Onlyconfiguration changes(like fields, forms, and workflows) are captured.
Data migration must be handled separately usingData Export or Integration methods.
Published Workflows (C) –Correct
Once a workflow ispublished, it is stored as a runtime instance and not automatically included in an Update Set.
To capture it, you mustmanually updatethe workflow before moving it in an Update Set.
Report Definitions (H) –Correct
Reports and their configurations are not automatically included in Update Sets.
You mustmanually include themby marking them as "Captured in Update Set."
D. Business Rules(Captured in Update Sets)
E. Schedules(Captured in Update Sets)
F. Database changes(Captured in Update Sets)
G. Related Lists(Captured in Update Sets)
I. Scheduled Jobs(Captured in Update Sets)
J. Client Scripts(Captured in Update Sets)
K. Views(Captured in Update Sets)
ServiceNow Update Sets
ServiceNow Update Set Best
Items NOT Included in Update Sets (By Default):Items That ARE Included in Update Sets (By Default):Official References from Certified System Administrator (CSA) Documentation:
What is NOT an example of a UI Action?
Search
Form buttons
list Buttons
Related Links
InServiceNow,UI Actionsare used to addinteractive elementslikebuttons, links, and context menu itemsto forms and lists. They can triggerscripts, workflows, or other actionswhen clicked.
Form Buttons– Buttons that appear on a form (e.g.,Save, Update, Resolve Incident).
List Buttons– Buttons that appear in a list view and perform actions on multiple records.
Related Links– Links that appear in theRelated Linkssection of a form and provide quick navigation or actions.
Common Types of UI Actions:SinceForm Buttons, List Buttons, and Related Linksare alltypes of UI Actions, they arevalid UI Actions.
Search is a built-in system functionalitythat allows users to find records but doesnot involve UI Actions.
UI Actionsexecute predefined actions, whereasSearch simply retrieves and filters data.
ServiceNow search functions (Global Search, List Search, and Quick Search)arenot part of UI Actions.
B. Form Buttons→Valid UI Action
Appears on forms (e.g.,Submit, Save, Update).
C. List Buttons→Valid UI Action
Used in list views for bulk actions (e.g.,Close All, Approve Selected).
D. Related Links→Valid UI Action
Provides quick links in forms (e.g.,View CI Details, Reopen Ticket).
ServiceNow Docs: UI Actions
ServiceNow CSA Official Training Guide (UI Actions & User Interface Customization)
Why "Search" is NOT a UI Action?Why the Other Options Are UI Actions?References from Certified System Administrator (CSA) Documentation:
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?
Task [task]
Assignment [assignment]
Service [service]
Workflow [workflow]
InServiceNow, theTask [task]table is acore tablethat provides aset of standard fieldsused by multiple tables that extend it, including:
Incident [incident]
Problem [problem]
Change Request [change_request]
Service Request [sc_request]
These tablesinherit fieldsfrom theTasktable, ensuring consistency inassignments, state management, and workflows.
Standard Fields:
Assigned To
Assignment Group
Priority
State
Created By / Updated By
Short Description / Description
Extensibility:
TheIncident, Problem, and Change tablesallextendthe Task table, inheriting its fields.
Developers canadd additional fieldswhile keeping core task properties intact.
TheTask table is the primary tablefor work-related records in ServiceNow.
Itstandardizes fieldsacross multiple ITSM modules.
B. Assignment [assignment]→Incorrect
There isno standard "Assignment" tablein ServiceNow.
Assignments are managed through theTask tablevia theAssigned To and Assignment Group fields.
C. Service [service]→Incorrect
There isno generic "Service" tablethat acts as a core table for ITSM processes.
Service-related items are stored in different tables, such ascmdb_ci_service(for service records).
D. Workflow [workflow]→Incorrect
TheWorkflow tableis used for managing automated workflows anddoes not store task-related records.
Key Features of the Task Table:Why is "A. Task [task]" the Correct Answer?Why the Other Options Are Incorrect?
ServiceNow Docs: Task Table
References from Certified System Administrator (CSA) Documentation:This confirms thatthe Task table is the core table that extends to Incident, Problem, and other related tables.
How are local flow variables accessed in the Flow Designer Data panel?
As newly generated icons
As scratchpad variables
As new tabs
As data pills
InServiceNow Flow Designer,local flow variablesare accessed in theData Panel as data pills.
Local Flow Variables:
These aretemporary variablesthat storedataduring the execution of a flow.
Can be used topass valuesbetween actions within the same flow.
Accessing Local Variables in the Data Panel:
TheData Panelcontainsdata pills, which representstored values.
Flow variables appear asblue data pillsthat can bedragged and droppedinto different actions.
Example: A variable storingUser IDcan be dragged into an"Assign Task"action to assign a task dynamically.
Why Data Pills?
Data pills act astokensrepresenting values that update dynamically during flow execution.
Ensuresreusabilityandautomationacross multiple actions.
How Flow Variables Work in Flow Designer:Why Option D (As data pills) is Correct?Flow variables appear as "data pills" in the Data Panel, which can be dragged into flow actions.
Why Other Options Are Incorrect?A. As newly generated icons→ Incorrect
No "icons" are generated; flow variables are represented asdata pills.
B. As scratchpad variables→ Incorrect
Scratchpad variablesexist inBusiness Rules, butnot in Flow Designer.
C. As new tabs→ Incorrect
Flow variables donot appear as tabs; they appear in theData Panel as data pills.
ServiceNow Docs – Flow Designer: Using Data
ServiceNow Learning – Working with Flow Variables and Data Panel
ServiceNow Developer Portal – Flow Designer Best Practices
References from Certified System Administrator (CSA) Documentation:
When impersonating a user for testing purposes, what is the best way to return the instance, logged in with your user account?
Turn your computer off and on again
Clear browser cache
End Impersonation
Log out and back in
When youimpersonatea user in ServiceNow for testing, you temporarily assume their permissions and role-based access. Toreturn to your own user session, thebestway is toEnd Impersonation.
Click on theUser Menu (top right corner).
Select"End Impersonation".
You will immediately return to your original user session.
A. Turn your computer off and on again→ Unnecessary and does not affect session management.
B. Clear browser cache→ Cache clearing is not required; impersonation is session-based.
D. Log out and back in→ While this works, it isnot the bestmethod becauseEnd Impersonationis a faster and direct solution.
What Is the purpose of the Fitter navigator In the Application Navigator?
Filter applications in order of use
Quickly navigate to applications and modules
Collapse and expand applications
List applications In order of Top Requests
TheFilter Navigatorin theApplication Navigatoris a powerful search tool inServiceNowthat allows users toquickly find applications and modulesby typing keywords instead of manually browsing through the navigation menu.
Quick Navigation:
Users can type thename of an application or moduleto locate it instantly.
Example: Typing"incident"in the Filter Navigator will show links to"Create New Incident," "All Incidents," "Open Incidents," etc.
Dynamic Filtering:
The list of applications and modulesdynamically updatesas you type.
Helps users findrelevant sectionswithout scrolling through the full menu.
Keyboard Navigation Support:
Users canuse the keyboard (arrow keys and Enter)to navigate through the filtered results.
Time-Saving Feature:
Reduces the need toexpand and collapse menus manually.
Especially useful fornew users or users working across multiple modules.
Key Functions of the Filter Navigator:Why Option B is Correct?The Filter Navigator is specifically designed to help users quickly search and navigate to applications and modules.
Why Other Options Are Incorrect?A. Filter applications in order of use→ Incorrect
The Filter Navigatordoes not sort applications by usage; it simply filters based on text input.
C. Collapse and expand applications→ Incorrect
Expanding/collapsing applications is donemanually, but the Filter Navigator is purely forsearching and filtering.
D. List applications in order of Top Requests→ Incorrect
The Filter Navigatordoes not rank applicationsby usage or requests. It onlyfiltersbased on search input.
ServiceNow Docs – Using the Filter
ServiceNow Learning – Application Navigator and UI Features
References from Certified System Administrator (CSA) Documentation:
What field contains a record’s 32-character, unique identifier?
sn_rec_id
rec_id
u_id
sys_id
sn_gu_id
sn_sys_id
id
In ServiceNow, every record in a table has a unique 32-character identifier calledsys_id. This ID uniquely identifies a record and is stored in thesys_id fieldfor every table.
sys_id is a globally unique identifierassigned to every record in ServiceNow.
It is a 32-character hexadecimal string, ensuring uniqueness across instances.
It remains constant for a record, even if other fields in the record are modified.
sys_id is used in API calls, reference fields, and update setsto track records across environments.
A. sn_rec_id:No such field in ServiceNow.
B. rec_id:Not a valid field in ServiceNow.
C. u_id:Not a standard ServiceNow field. Custom fields may use "u_" prefix butu_id is not a system field.
E. sn_gu_id:No such field in ServiceNow.
F. sn_sys_id:No such standard field in ServiceNow.
G. id:Generic term, but not a standard field in ServiceNow.
ServiceNow Data Model and sys_id Explained: ServiceNow Docs
sys_id Best Practices for Data Management
Why is the Correct Answer "sys_id"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:Thesys_idis crucial for tracking and managing records efficiently in ServiceNow and plays a key role in integrations, workflows, and automation.
What are two ways to generate an Event? (Choose two.)
Business Rule
Workflow
Log entry
Knowledge article publication
Which feature allows you to automate business logic for a particular application or process such as approvals, tasks notifications, and record operations?
Flows
Action Sequences
Action Sets
Task Flows
Flow Diagrams
Thecorrect answer is "Flows", which refers toFlow Designerin ServiceNow.
Flow Designeris ano-code/low-code automation toolthat allows users to automatebusiness logicfor a specific application or process, such as:
Approvals
Task creation
Notifications
Record operations(such as updating or deleting records)
AFlowis a sequence of automated actions that are triggered by specific events.
It ispart of Flow Designer, which is themodern alternative to the legacy Workflow Engine.
It providestrigger-based execution, meaning it can run when a record is created, updated, or upon a specific condition.
B. Action Sequences(Incorrect)
No such term exists in ServiceNow.
C. Action Sets(Incorrect)
No such feature exists in ServiceNow.
D. Task Flows(Incorrect)
This is not a term used in ServiceNow automation.
E. Flow Diagrams(Incorrect)
While Flow Designervisually representsflows, there isno feature named "Flow Diagrams"in ServiceNow.
Flow Designer
How to Create and Use
Why "Flows" is the Correct Answer:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:
Which module would you use to create a new automation of business logic such as approvals, tasks, and notifications?
Process Automation > Flow Designer
Process Automation > Flow Administration
Process Automation > Workflow Editor
Process Automation > Process Flow
Process Automation > Active Flows
TheFlow Designermodule in ServiceNow is used to create and manageautomationsthat involve business logic such asapprovals, tasks, notifications, and integrations. It provides ano-code/low-codeenvironment where users can define automated workflows without needing to write scripts.
Automates Processes– Handles approvals, notifications, and task assignments.
No-Code Interface– Users can build workflows using adrag-and-dropinterface.
Replaces Legacy Workflows– Flow Designer is themodernalternative to Workflow Editor.
Integrates with Spokes– Can connect to other systems usingIntegration Hub.
Triggers– Define when a flow starts (e.g., record changes, schedules, API calls).
Actions– Define what happens (e.g., create a task, send an email, update a record).
Conditions– Add logic to control execution paths.
B. Process Automation > Flow Administration→ Used formanaging existing flows, not creating new ones.
C. Process Automation > Workflow Editor→ This is thelegacyworkflow automation tool, replaced by Flow Designer.
D. Process Automation > Process Flow→ No such module exists in ServiceNow.
E. Process Automation > Active Flows→ Displaysalready running flows, but does not allow new flow creation.
On the Reports page, what sections allow you to see which reports are visible to different audiences? (Choose four.)
Group
Department
My reports
Team
Dashboards
Global
Admin
On theReports pagein ServiceNow, different sections allow users to seewhich reports are visibleto various audiences.
Why These Options Are Correct?C. My reports
Displaysreports created by the logged-in user.
These reports areprivateunless explicitly shared.
E. Dashboards
Dashboardsconsolidate multiple reports andmake them visible to specific audiences.
Users canshare dashboardswith groups or individuals.
F. Global
Global reportsare available toall users with reporting access.
These reports arenot restrictedto a specific user or group.
I. All
The"All" sectionlistsevery report the user has access to, including:
Personal reports
Shared reports
Global reports
Reports from dashboards
Why the Other Options Are Incorrect?A. Group
There isno "Group" sectionin the Reports page.
However, reports can beshared with groups, but there is no direct"Group" view.
B. Department
Departments do not determine report visibilityin the Reports page.
Report access is controlled byroles, users, and groups, not departments.
D. Team
Teams are not a standard report visibility categoryin ServiceNow.
Reports are shared atuser, role, and global levels, not by "Team."
G. Admin
There isno "Admin" sectionin the Reports page.
However,Admins can access all reportsvia the"All" section.
H. Analytics
Analytics is a separate modulein ServiceNow, primarily used forPerformance Analytics (PA)anddashboards.
It is not a standardreport visibility section.
J. Company
There isno "Company" sectionin the Reports page.
Reports can beshared at a global level, but not specifically by "Company."
ServiceNow Reports - Managing Visibility and Access
ServiceNow Reporting Guide - Sections of the Reports Page
ServiceNow Dashboards and Report Sharing Best Practices
References to Official Certified System Administrator (CSA) Documentation:
Which tool is used for creating dependencies between configuration items in the CMDB?
CI Relationship Editor
CMDB Builder
CI Service Manager
Cl Class Manager
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.
A user wants to create a set of filter conditions, where they want to show records which satisfy two conditions:
Incidents where the state is Closed
Incidents where Assignment Group is Network
After clicking the Funnel icon, what should the user do?
Define the first condition; click AND button; define second condition; click Run
Define the first condition; click AND button; define second condition; press enter
Define the first condition; click OR button; define second condition; press enter
Define the first condition; click > icon on breadcrumb, define second condition; click Run
Define the first condition; click > icon on breadcrumb, define second condition; press enter
In ServiceNow, when applying filters, theFunnel iconopens the condition builder, allowing users to set criteria for displaying records.
Understanding the requirement:
The user wants to seeIncidents where the state is ClosedORIncidents where the Assignment Group is Network.
The key word here isOR, meaning records satisfyingeithercondition should be displayed.
Steps to apply this filter in ServiceNow:
Click theFunnel iconto open the condition builder.
Define thefirst condition→ SelectState = Closed.
Click theORbutton (since we want records meeting either condition).
Define thesecond condition→ SelectAssignment Group = Network.
PressEnterto apply the filter.
Since the user wantseither condition to be true,ORis the correct logical operator.
PressingEnterafter defining the second conditionexecutes the filter.
A. Define the first condition; click AND button; define second condition; click Run:Incorrect becauseANDwould requireboth conditions to be true simultaneously, which is not what the user wants.
B. Define the first condition; click AND button; define second condition; press enter:Same issue as option A—AND willnarrow the resultsinstead ofexpanding them.
D. Define the first condition; click > icon on breadcrumb, define second condition; click Run:Thebreadcrumb navigationis used to modify filtersafter applying them, not to create them initially.
E. Define the first condition; click > icon on breadcrumb, define second condition; press enter:Same issue as option D—breadcrumb navigation is for modifying, not for initial filter creation.
Using Filters and Condition Builder in ServiceNow:ServiceNow Docs
ServiceNow Querying and Filtering Best Practices
Why is the Correct Answer "C"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:UsingORensures both conditions are considered independently, displaying incidents that are eitherClosedor assigned toNetwork.
Which module is used as the first step for importing data?
Coalesce Data
Transform Data
Import Data
Load Data
When importing data into ServiceNow, thefirst stepin theImport Set processisloading the datainto a temporaryImport Set table. This is done using theLoad Datamodule.
Load Data (First Step)
This step imports raw data from a source file (e.g., CSV, Excel, XML) into anImport Set tablein ServiceNow.
No transformation occurs at this stage; it simply moves data into a temporary staging table.
Create Transform Map & Apply Transform
After loading, aTransform Mapis used to map fields from the Import Set table to the target table (e.g., Incident, CMDB, Users).
TheTransform Datastep converts and inserts data into the final table.
Coalesce to Avoid Duplicates
Coalescing is an optional step that determines whether existing records should be updated or if new records should be created.
A. Coalesce Data(Incorrect)
Coalescingis used during theTransform phaseto prevent duplicate records but is not the first step.
B. Transform Data(Incorrect)
Transforming data occursafter it has been loadedinto the Import Set table.
C. Import Data(Incorrect)
No such specific module exists as"Import Data"; the process begins with "Load Data."
Importing Data Using Import
Load Data Module in
Steps in Importing Data:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:
What type of field allows you to look up values from one other table?
Reference
Verity
Options
Selections
Dot walk
Lookup
AReference fieldin ServiceNow allows you tolook up values from another table, effectively creating a relationship between two tables. When a user selects a value in a reference field, they are selecting a record from the referenced table.
Stores asys_id(unique identifier) of a record from another table.
Displays a user-friendly label from the referenced record.
Allowsdot-walking, enabling access to related fields from the referenced table.
Incident Table (source table)→ Contains a"Caller"field that references theUser Table(sys_user).
TheCallerfield allows users to select a user from theUser Table.
B. Verity→ Not a valid field type in ServiceNow.
C. Options→ Options are typically used in choice lists, not for referencing another table.
D. Selections→ No such field type exists in ServiceNow.
E. Dot Walk→ Dot-walking is afeaturethat allows accessing related fields but is not a field type itself.
F. Lookup→ While "Lookup Select Box" exists, it functions differently by filtering choices rather than directly referencing another table.
When moving multiple update sets at one time, what might you do to facilitate the move?
Batch
Verify
Test
Preview
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?
Incident Auto-Resolution
Ticket Resolver
Virtual Agent Helper
Web Intelligence
TheServiceNow Virtual Agentis an AI-powered chatbot that assists userswithin a messaging interface(such as Microsoft Teams, Slack, or Service Portal). It helpsautomate resolutions and guide usersthrough common IT and HR issues.
Incident Auto-ResolutionallowsVirtual Agenttoautomatically detect, intercept, and resolve incidentsbefore they reach a human agent.
It appliesmachine learning (ML) and predefined rulesto determine whether a ticketcan be resolved through automation.
If an issuematches a known solution, the Virtual Agentprovides the resolution stepsto the user.
If self-resolution fails, the ticket isescalated to an agent.
It is anofficial feature in ServiceNow Virtual Agent.
It allows the chatbot tointercept incidentsand attempt resolution before escalation.
B. Ticket Resolver→Incorrect
"Ticket Resolver" isnot an official ServiceNow feature.
C. Virtual Agent Helper→Incorrect
No feature called "Virtual Agent Helper" exists in ServiceNow.
D. Web Intelligence→Incorrect
Web Intelligenceisnot related to ServiceNow Virtual Agent.
What is Incident Auto-Resolution?Why is "A. Incident Auto-Resolution" the Correct Answer?Why the Other Options Are Incorrect?
ServiceNow Docs: Virtual Agent & Incident
References from Certified System Administrator (CSA) Documentation:This confirms that"Incident Auto-Resolution" is the correct answer, as it allowsVirtual Agent to intercept and resolve submitted incidents automatically.
What do you need to do before you can use an Application-based trigger in your flow?
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
In ServiceNow Flow Designer, anApplication-based triggeris used to initiate a flow based on events from a specific application. Before using an application-based trigger, you must ensure that the necessaryapplication spokeand any requiredplug-insare activated.
Application Spokes:
Spokes are pre-built integration modules that allow Flow Designer to interact with different applications within ServiceNow.
Each application that provides triggers typically has its own spoke.
Plug-ins:
Some application spokes rely on additional plug-ins for full functionality.
These plug-ins must be enabled before the application-based triggers can be used.
A. Activate application trigger spoke→ Incorrect
There is no generic "Application Trigger Spoke." Instead, each application has its own spoke that must be enabled.
B. Activate trigger security rules→ Incorrect
Security rules govern access to triggers, but they do not enable the functionality of application-based triggers.
D. Assign Application trigger role [sn_app_trigger_write] to SME→ Incorrect
Roles likesn_app_trigger_writemay provide permissions but do not activate the trigger itself.
E. Activate application plugins only→ Incorrect
While plug-ins may be necessary, you also need to activate the corresponding spoke.
What are different types of Data Sources, which may be imported into ServiceNow? (Choose four.)
Local Sources (i.e. XML, CSV, Excel)
Implementation Spoke
DataHub
JDBC Connection
Network Server
LDAP Connection
In ServiceNow,Data Sourcesdefine external data that can be imported into the platform. These sources feed data intoImport Sets, which are then transformed into ServiceNow tables.
Why These Options Are Correct?A. Local Sources (i.e. XML, CSV, Excel)
Allows importingstructured data filesstored locally or uploaded manually.
Commonly used forone-time data migrationsor periodic imports.
D. JDBC Connection
JDBC (Java Database Connectivity)allows ServiceNow to connect directly toexternal databases(e.g., MySQL, Oracle, SQL Server).
Useful forreal-time integrationswith legacy systems.
E. Network Server
Allows importing data from afile stored on a remote serverviaSFTP/FTP.
Common forautomated batch data imports.
F. LDAP Connection
LDAP (Lightweight Directory Access Protocol)allows ServiceNow to syncuser and group datafrom enterprise directories (e.g., Active Directory).
Used forHR, ITSM, and Identity Management.
Why Are the Other Options Incorrect?B. Implementation Spoke
Incorrectbecause "Implementation Spoke" isnot a data sourcebut aServiceNow IntegrationHub componentused for automating ITSM tasks.
C. DataHub
Incorrectbecause "DataHub" isnot a ServiceNow data source.
ServiceNow usesIntegrationHub, JDBC, REST, and SOAP APIsfor data ingestion.
ServiceNow Data Sources - Importing External Data
ServiceNow LDAP Integration - Best Practices
ServiceNow JDBC and File-Based Data Import Methods
References to Official Certified System Administrator (CSA) Documentation:
What is the difference between a Ul Policy and Data Policy?
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
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
What is the difference between a UI Policy and Data Policy?
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
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:
Which ServiceNow capability provides assistance to help users obtain information, make decisions, and perform common work tasks via a messaging interface?
Agent Workspace
Chat bot
Virtual Agent
Knowledge Chat
Now Support
Virtual Agentis ServiceNow’sAI-powered chatbotthat provides assistance via amessaging interface. It helps users obtain information, make decisions, and complete common tasks without human intervention.
Conversational Interface→ Users interact through chat to get information and perform tasks.
Automated Responses→ Uses predefinedtopicsandnatural language understanding (NLU)to provide relevant answers.
Integration with ServiceNow Applications→ Can create incidents, reset passwords, check order statuses, etc.
Available on Multiple Channels→ Works with Microsoft Teams, Slack, and the ServiceNow portal.
A. Agent Workspace→ A unified interface for agents to manage cases, not an AI chatbot.
B. Chat bot→ A generic term; Virtual Agent is the official chatbot in ServiceNow.
D. Knowledge Chat→ No such feature exists; however, Virtual Agent can integrate with the Knowledge Base.
E. Now Support→ ServiceNow’s customer support portal, not an AI-driven assistant.
As an IT employee what interface would you use, if you wanted to browse internal IT documentation, like troubleshooting scripts and FAQs?
Knowledge
ServiceNow Wiki
Knowledge Now
SharePoint
Stack Overflow
A new service catalog item is being developed, but should only be visible to managers inside the HR Department. What method would you use to fulfill this requirement?
Specify the Dept_Mgr role on the catalog content block
Add the Department Manager group to the catalog item’s user criteria
Add the Department Manager group to the catalog item’s ACL
Only publish the item in the HR service catalog
Use a Dept_Mgr ACL on the HR service catalog
In ServiceNow,User Criteriais thebest methodfor controllingwho can see or request catalog items. To ensure that onlyHR Department Managerscan view the service catalog item, we need to applyUser Criteriaby adding theDepartment Manager group.
Navigate toService Catalog > Catalog Items.
Open the specific catalog item.
Scroll down to theAvailable Forsection.
ClickEditand selectUser Criteria.
Add theDepartment Manager group.
Save the changes.
Steps to Restrict Catalog Item Visibility Using User Criteria:????Effect:Only users in theDepartment Manager groupwill be able to see and request this catalog item.
Incorrect Answer Choices Explanation:A. Specify the Dept_Mgr role on the catalog content block
Rolescontrol system permissions but are not used tofilter visibilityof catalog items.
C. Add the Department Manager group to the catalog item’s ACL
Access Control Lists (ACLs)restrict who canmodifya catalog item but do not control visibility.
D. Only publish the item in the HR service catalog
Publishing an item in a specificcatalogdoes not restrict access to a specificuser group.
E. Use a Dept_Mgr ACL on the HR service catalog
ACLs arenot the correct approachfor managing catalog item visibility;User Criteriais the best practice.
ServiceNow User Criteria for Service Catalog
Restricting Access to Service Catalog Items
Official CSA Documentation Reference:
What is specified in an Access Control rule?
Groups, Conditional Expressions and Workflows
Table Schema, CRUD, and User Authentication
Object and Operation being secured; Permissions required to access the object
security_admin
AnAccess Control rule (ACL)in ServiceNow defineswho can access dataandwhat actions they can performon that data. Each ACL consists of three primary components:
Object being secured– The specific table, field, or record that the rule applies to.
Operation– The type of action that is being secured (e.g., Read, Write, Create, Delete).
Permissions required– The conditions, roles, or scripts that determine whether access is granted.
ACLs evaluatewhether a user has permissionto access a specific table, field, or action.
Thesecurity rules are processed from most specific to least specific(e.g., field-level > table-level).
Permissions can be granted based onroles, conditions, or custom scriptsusing GlideSystem (gs).
A. Groups, Conditional Expressions, and Workflows(Incorrect)
ACLs do not manageworkflowsor directly control group assignments.
B. Table Schema, CRUD, and User Authentication(Incorrect)
CRUD (Create, Read, Update, Delete) permissions are controlled by ACLs, butUser Authenticationis managed separately through login policies (LDAP, SSO, etc.).
D. security_admin(Incorrect)
security_adminis aspecial elevated rolerequired to modify security settings, but it is not what an ACL specifies.
Access Control Rules
Configuring ACLs in
How ACLs Work in ServiceNow:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:
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