ServiceNow CSA ServiceNow Certified System Administrator Exam Practice Test

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:

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:

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

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:

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:

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.

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

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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.

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:

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

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// 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:

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:

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.

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:

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:

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.

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:

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:

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?????

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:

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.

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."

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.

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:

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:

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:

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:

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:

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:

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.

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:

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.

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.

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)

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.

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.

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:

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.

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.

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:

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:

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:

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:

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.

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."

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:

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.

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.

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.

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:

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:

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.

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.

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.

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.

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:

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.

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 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:

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:

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.

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.

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:

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.

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:

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:

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:

✔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

In ServiceNow, lists of records from a table are accessed using the .list suffix in theFilter Navigator.

The correct format is: .list

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.

✔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

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.

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.

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.

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.

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.

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.

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:

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.

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.

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:

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

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:

✔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

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.

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.

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:

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.

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:

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.

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:

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 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:

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:

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.

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:

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:

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:

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:

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.

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.

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:

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

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".

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

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:

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:

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.

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 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.

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:

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.

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:

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 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:

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.

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.

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:

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.

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.

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.

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:

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

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:

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.

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:

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: