CSA

Final check — ServiceNow System Administrator (CSA) - Exam-Prep

Answer the 80 questions. You need 80% or more to pass. You can retry as many times as you like.

Question 1A new administrator wants to quickly locate the 'Incident' table and open its list view without clicking through modules. Which navigation feature lets them type a table name directly and jump to it?Typing 'incident.list' in the Filter navigator search boxAdding the table to Favorites firstEditing the application menu XMLUsing the global text search magnifier only

Question 2An admin needs the same set of changes (new field, business rule, and UI policy) moved from a development instance to production in a controlled, trackable package. Which tool is designed for this?Import SetsUpdate SetsTransform MapsData Sources

Question 3A company wants employees to request laptops through a structured, browseable storefront where each item has variables and an approval flow. Which ServiceNow capability should be configured?Knowledge Base articlesThe Service Catalog with catalog itemsA report dashboardA list filter breadcrumb

Question 4A form field should become read-only whenever the Priority is set to '1 - Critical', with no server round-trip while the user is on the form. Which configuration best achieves this?A UI Policy with a client-side condition and 'Read only' actionA before Business Rule on updateA Data Policy onlyA scheduled job

Question 5An administrator must run server-side logic that automatically sets the 'Assignment group' whenever a new record is inserted into a table. Which artifact is appropriate?A Client ScriptA Business Rule (before insert)A UI PolicyA style rule

Question 6A team loads employee data from a CSV file into ServiceNow. The raw rows land in a staging table before being mapped to the target table. What is this staging area called?An Update SetAn Import Set tableA dictionary overrideA CMDB baseline

Question 7During an import, an administrator must define how each source column maps to a destination field and set a coalesce field to avoid duplicate records. Where is this defined?In a Transform Map with field mapsIn an ACL ruleIn a UI ActionIn a notification

Question 8A knowledge manager wants published articles to be readable by all logged-in employees but editable only by the HR knowledge team. Which mechanism controls this access at the knowledge base level?Knowledge Base user criteria (can read / can contribute)A UI Policy on the article formA dashboard sharing settingA client script

Question 9An administrator captured customizations in an Update Set but a business rule created before the Update Set was set as the current one is missing. What most likely happened?Update Sets only capture data records, not configurationThe change was captured in a different (previously current) Update SetBusiness rules can never be moved via Update SetsUpdate Sets automatically delete business rules

Question 10A designer wants to automate a multi-step onboarding process with approvals, tasks, and notifications using a low-code, flow-based interface introduced to replace legacy workflows. Which tool should they use?Flow Designer (part of Workflow Studio)Import SetsThe Filter navigatorA report gauge

Question 11An organization wants employees to resolve simple requests through a conversational chatbot that can look up records and trigger flows without a live agent. Which ServiceNow feature provides this?Virtual AgentPerformance AnalyticsUpdate SetsA UI Policy

Question 12An admin needs a validation that a field is mandatory both when submitted through a form AND when set via an import or web service, enforced on the server regardless of client. Which tool fits best?A UI PolicyA Data PolicyA Client ScriptA view rule

Question 13A user reports that a client script showing an alert works on the desktop form but not through an inbound integration. Why is this expected behavior?Client Scripts run in the browser and do not execute during server-side integrationsClient Scripts only run on scheduled jobsIntegrations always bypass business rules tooClient Scripts require an Update Set to run

Question 14An administrator wants to personalize which fields appear on their Incident form without affecting other users. Which action should they use?Right-click the header and use 'Configure > Form Layout'Use 'Personalize Form' (the gear/hamburger personalize option)Create a new Update SetEdit the dictionary entry

Question 15A knowledge author submits an article, and it must be reviewed and approved before employees can see it. Which knowledge feature governs this review-before-publish process?A knowledge workflow (publish/approval workflow)An ACL on the sys_user tableA transform mapA report schedule

Question 16An administrator wants a catalog item to display an extra variable field only when the user selects 'Yes' to a question, all on the client side. What should they configure on the catalog item?A Catalog UI PolicyA Business RuleAn Import SetA Data Source

Question 17Before moving an Update Set to another instance, an administrator must ensure it can be transferred. What state must the Update Set be in?In ProgressCompleteIgnoreDraft

Question 18A user needs to pin frequently accessed modules and records for one-click access from any screen. Which navigation area should they use?The Favorites tab in the navigatorThe History tab onlyThe System Diagnostics moduleThe Update Set picker

Question 19An import repeatedly creates duplicate user records instead of updating existing ones. Which transform map setting most directly fixes this?Setting a coalesce field on a unique-identifier field mapIncreasing the import batch sizeDisabling all business rulesAdding the source to Favorites

Question 20An admin writes a client script that must adjust a field value the moment a user changes another field's value, before saving. Which client script type should be used?onLoadonSubmitonChangeonCellEdit only for lists

Question 21An administrator needs to change the default number of rows displayed in lists and the date/time format for the entire instance. Where should these instance-wide defaults be configured?In each individual user's profile recordUsing System Properties (e.g., glide.ui.per_page) and the System Localization settingsBy editing the sys_user table dictionary directlyOnly through a MID Server configuration

Question 22A field on the Incident table stores a reference to a record in the Configuration Item (cmdb_ci) table. What is the underlying data type stored in the database for this field?The display value (name) of the referenced recordThe sys_id of the referenced recordA JSON copy of the entire referenced recordThe table name of the referenced table only

Question 23You create a new table called 'u_project_task' that extends the Task [task] table. Which statement about the new table's data storage is correct?The child table gets a completely independent set of physical columns with no shared fieldsRecords are stored in the parent (task) table and inherit all parent fields plus any new onesExtending a table is not allowed for custom tablesThe child table can only be queried through the parent's API

Question 24An administrator wants to activate a plugin to add new functionality to a non-production instance. Which navigation path is used to install plugins?System Definition > DictionarySystem Applications > All Available Applications > All (Plugins)User Administration > UsersSystem Security > Access Control (ACL)

Question 25On a table, a column's technical name must be unique. When an administrator creates a custom field on an out-of-box table via the form designer, what prefix is automatically applied to the column name?sys_u_x_cmdb_

Question 26A company acquires a Custom Scoped Application from the ServiceNow Store. Custom fields and tables created inside that scoped application are automatically prefixed with what?u_ onlyx_<vendor>_<app> scope prefixsys_app_No prefix is applied

Question 27An administrator must ensure that a new instance sends outbound email. Which configuration area controls the email account, sending, and receiving settings for the instance?System Mailboxes > Email accounts and Email PropertiesSelf-Service > My Notification PreferencesSystem Logs > TransactionsSystem Definition > Scheduled Jobs only

Question 28Which table stores the definition of every table and column (field) in the platform, effectively acting as the metadata for the data schema?sys_db_object for tables and sys_dictionary for columnssys_user and sys_user_groupsys_metadata_linkcmdb_rel_ci

Question 29An administrator needs to prevent duplicate values from being stored in a custom 'Asset Tag' field. Which dictionary attribute enforces this at the database level?Setting the field as MandatoryEnabling the Unique attribute on the dictionary entrySetting a default valueAdding a read-only UI Policy

Question 30A newly provisioned instance needs its logo, browser tab name, and color theme changed for the organization. Which feature lets an administrator manage these instance branding elements?Basic Configuration UI16 / System branding settingsThe sys_dictionary tableImport Set transformation mapsAccess Control List rules

Question 31When you delete a custom field from a table's dictionary, what happens to the data in that column?The data is moved to an archive table automaticallyThe column and all its data are permanently removed from the tableThe data remains but becomes read-onlyNothing changes until the instance is restarted

Question 32An administrator wants a field to store one value selected from a fixed list of options such as 'Low, Medium, High'. Which field (data) type is most appropriate?String with Choice list (Choice)ReferenceJournalGlide List

Question 33A property change requires setting glide.ui.session_timeout. Where do administrators typically set individual system properties without writing code?In the sys_properties table via System PropertiesIn the sys_user tableIn an ACL scriptIn the Service Catalog

Question 34An organization needs a many-to-many relationship between the Incident and Problem records. In ServiceNow's data schema, how is a many-to-many relationship typically implemented?By adding two reference fields to a single tableThrough a Many-to-Many (m2m) definition that creates an intermediate join tableBy extending both tables from a common parentIt is not supported in ServiceNow

Question 35An administrator opens a list and wants to permanently add a column that only exists on the extended child table. What is the most direct way to add that column to the list view?Edit the sys_properties tableUse the list's context menu > Configure > List Layout to add the field to the viewDelete and recreate the tableCreate a new ACL for the column

Question 36During instance setup, an administrator wants users to authenticate against the corporate identity provider instead of local credentials. Which capability should be configured?Single Sign-On (SSO) / SAML 2.0 integrationImport SetsReport schedulingNotification preferences

Question 37A field named 'Number' on the Incident table auto-generates values like INC0010001. Which platform component controls this automatic numbering per table?The Number Maintenance record (sys_number) for the tableA UI PolicyThe sys_dictionary default value onlyAn Access Control rule

Question 38An administrator needs to see the maximum text length allowed for a String field and possibly change it from 40 to 100 characters. Where is this defined?In the field's dictionary entry, the 'Max length' attributeIn the user's profileIn System Properties glide.ui.per_pageIn the Service Catalog item

Question 39An administrator wants to store multiple related child records (like affected users) directly related to a parent Incident and edit them inline on the parent form. Which construct is designed for this parent-child data relationship on a form?A related list embedded on the formA single String fieldA System PropertyA background script

Question 40Which statement best describes the relationship between the Task [task] table and tables like Incident, Problem, and Change in the ServiceNow data schema?They are unrelated tables with duplicated fieldsIncident, Problem, and Change extend the Task table, inheriting its fieldsTask extends IncidentThey share a single physical row per record across all tables

Question 41A user reports they can see records on the Incident list but cannot open a specific incident. Which type of ACL rule is most likely denying them access to that record?A record-level 'read' ACL on the incident table (or that record's condition)A field-level 'write' ACL on the Short description fieldA UI Policy hiding the formA client script that redirects the user

Question 42When ServiceNow evaluates ACLs, in which order are the security checks processed for a given operation?Field ACL first, then table ACLTable ACL (most specific to most general match) first, then the matching field ACLRoles first, then conditions, ignoring scriptsOnly the script is evaluated; conditions and roles are skipped

Question 43For a single ACL rule to grant access, which combination of its components must all pass?The condition OR the required role OR the scriptThe condition AND the required role(s) AND the script must all evaluate to trueOnly the required roleOnly the condition, roles are optional decoration

Question 44You want to display only the incidents that are Active and assigned to your team, and you want to reuse this view repeatedly. What is the best way to save it?Save the filter as a named filter (personal or global) via the filter breadcrumbExport the list to Excel each timeCreate a new tableWrite a business rule

Question 45An administrator wants a field on the Incident form to become mandatory only when the State is 'Resolved', without server-side scripting. Which tool should be used?A UI Policy with a condition and a 'Mandatory' field actionAn ACL ruleA Data Policy onlyA dictionary override on the table

Question 46What is the primary purpose of Tags in ServiceNow?To enforce field-level securityTo let users label and quickly group/retrieve records across tables, with personal or shared visibilityTo trigger workflows automaticallyTo replace the role-based access model

Question 47A manager needs several people to inherit the same set of permissions. What is the recommended ServiceNow approach?Assign each role directly to every individual userAssign the roles to a group, then add the users as group membersGive everyone the admin roleCreate a new table per user

Question 48In an ACL, if you leave the 'Requires role' list empty but specify a condition and a script, what happens?The ACL always fails because a role is mandatoryAccess is granted to anyone who satisfies the condition and script, regardless of roleOnly admins can pass itThe ACL is ignored entirely

Question 49A field on a form still appears editable to a user even though a UI Policy is set to make it read-only. The user is using a list edit (double-click) to change it. Why can this bypass the UI Policy?UI Policies primarily control the form and by default do not apply to list editing; ACLs (or a Data Policy) enforce it everywhereUI Policies never work in any browserThe user is an adminList editing disables all security

Question 50Which statement best describes the relationship between the 'admin' role and elevated privileges like 'security_admin'?admin automatically includes all high-security operations at all timesCertain high-security actions (e.g., modifying high-security settings/ACLs) require elevating to security_admin, even for an adminsecurity_admin cannot be held by an adminOnly itil users can elevate

Question 51On a list, you want to group all incidents by their Assignment group to see counts per group. Which list feature do you use?Right-click the Assignment group column header and choose 'Group By Assignment group'Delete the columnAdd a UI PolicyChange the table's ACL

Question 52A user has the 'itil' role and can read incidents, but a field-level ACL grants 'write' on the Priority field only to users with 'itil_admin'. What can an itil (non-itil_admin) user do with Priority?View Priority (if read is allowed) but not modify itBoth view and modify PriorityNeither view nor modify anything on the recordDelete the incident

Question 53You need to add a personalized column and reorder columns on the Incident list for yourself only. Which tool do you use?The list Personalize/Configure columns (gear icon)A new ACLThe dictionaryA scheduled job

Question 54Which best describes the ServiceNow Security Center?A dashboard that surfaces the instance's security posture, hardening configuration, and recommended improvementsA tool to build service catalog itemsA replacement for update setsA place to store personal filters

Question 55A condition builder filter reads: 'Priority is 1 - Critical OR Priority is 2 - High'. To express 'Active is true AND (Priority 1 OR 2)', what should you use?An 'AND' condition for Active combined with an 'OR' grouping for the two Priority valuesOnly OR conditionsA separate tableAn ACL

Question 56Which role is generally required for a user to create and modify ACL rules and other core platform configuration?itiladmin (with elevation to security_admin for high-security ACLs)snc_internalcatalog

Question 57A form has a section that should only appear for managers. Without hard-coding roles into a client script, which declarative feature can conditionally control the field/section behavior on the form based on a condition?A UI Policy (with conditions and field actions such as Visible)An Import SetA Transform MapA CMDB baseline

Question 58If no ACL rule exists for a table/field for a given operation, what is the default ServiceNow behavior (assuming high-security default deny)?Access is granted to everyoneAccess is denied by default (deny-unless-explicitly-allowed)Only guests are allowedThe record is deleted

Question 59You want a shared filter available to a specific group of users on the Change list. When saving the filter, which visibility setting achieves this?Save the filter with 'Visible to' set to the intended groupSet it to 'Me' onlyEncrypt the fieldAdd an inbound action

Question 60A newly created custom field is not visible to itil users even though the form shows it for admins. The table read ACL passes. What is the most likely cause?A field-level 'read' ACL on that field grants access only to roles the itil users lackThe table has no recordsThe field is a display valueUI Policies always hide new fields

Question 61A dashboard designer wants a single visualization that shows the count of open incidents broken down by priority, updated in near real-time as records change. Which reporting object is the correct building block to place on a Platform Analytics dashboard?A report or widget, added as a dashboard tab componentAn Update Set containing the incident dataA UI Policy on the Incident formAn ACL restricting the Incident table

Question 62An administrator creates an Indicator in Platform Analytics (Performance Analytics) to track the number of open incidents each day. Which component is responsible for collecting the scored value on a recurring schedule?A Business Rule on the Incident tableA data collection job (data collector) driven by the indicator sourceA scheduled Import Set transformA UI Action on the list view

Question 63A manager wants each team member to open a dashboard and see only the tasks assigned to them, while the manager sees all tasks. What is the most maintainable ServiceNow approach?Build a separate dashboard for every userUse a report with a dynamic filter such as 'Assigned to is (dynamic) Me'Give the report an ACL that hides other users' recordsExport the task list to a spreadsheet daily

Question 64On the Task table, which relationship links a parent record to its child tasks so that closing a parent can be governed by its children?The Parent field (a reference back to task) establishing a parent-child hierarchyThe Configuration item fieldThe Watch list fieldThe Assignment group field

Question 65According to the Common Service Data Model (CSDM), which domain contains the 'Business Application' and 'Application Service' classes used to represent what IT delivers to the business?The Foundation domainThe Design domainThe Manage Technical Services (Sell/Consume) domainThe Build domain

Question 66A new administrator asks why CSDM matters. Which statement best describes the purpose of the Common Service Data Model?It is a licensed application you must purchase separately to store CI dataIt is a standard, prescriptive framework and terminology for how to model service and CMDB data across ServiceNow productsIt is a dashboard theme applied to Platform AnalyticsIt is a scripting API for creating Business Rules

Question 67In the CMDB, which table is the base (parent) class from which nearly all Configuration Item classes extend?taskcmdb_cisys_usercmdb_rel_ci

Question 68Two CIs — a server and a database running on it — must be related in the CMDB. Where is that relationship stored?In a field on the cmdb_ci record itselfIn the CI Relationship table (cmdb_rel_ci) with parent, child, and typeIn an Update SetIn the sys_metadata table

Question 69A CMDB manager sees the same physical server appearing as three separate CIs due to different discovery sources. Which CMDB feature is designed to prevent and reconcile these duplicates?Identification and Reconciliation Engine (IRE) with identification rulesAccess Control Lists (ACLs)Notification rulesReport scheduling

Question 70A widget on a dashboard must let viewers change a date range and have all widgets on the tab react to that selection. Which Platform Analytics feature provides this shared, interactive filtering?An interactive filter added to the dashboardA dictionary overrideA data policyA client script

Question 71When you share a dashboard with a group, and a member of that group opens it, what determines whether they actually see the data inside each report?The dashboard sharing settings alone always reveal all dataThe underlying table ACLs still apply, so users only see records they are authorized to readOnly the user's language settingThe dashboard color theme

Question 72A CSDM adoption team is starting a 'Crawl' phase. Which domain/data should they populate FIRST as the prerequisite for everything else?Foundation data (e.g., companies, locations, users, groups)Service offerings and SLAsTechnical service dependenciesPortfolio-level business capabilities

Question 73A report author needs a visualization showing incident volume trending over the last 12 months. Which report type is most appropriate?A single-score (dial) reportA time series / trend (line) reportA pie chart with no date groupingA list report of every record

Question 74In the CSDM, what is the correct relationship between a 'Service Offering' and a 'Business Service' (service commitment)?A Service Offering is a specific, committed variant (with SLAs/tiers) of a parent ServiceA Service Offering is the base class from which Services extendThey are unrelated tables that never linkA Service Offering is a type of Update Set

Question 75A responsive dashboard must be assigned so that only members of the 'Change Managers' group can view it. What is the correct way to do this?Delete the dashboard for everyone elseUse the dashboard's Sharing option to grant view access to that groupCreate a Business Rule on the sys_user tableAdd an interactive filter

Question 76A CMDB Health dashboard reports low 'Completeness' scores. What does the Completeness metric primarily measure?Whether required attributes on CIs are populatedHow many users can log inThe number of dashboards createdThe uptime of the instance

Question 77You want managers to receive a scheduled export of a specific report every Monday at 6 a.m. by email. What ServiceNow feature accomplishes this?A scheduled report (Schedule) tied to that reportAn ACL on the report tableAn interactive filterA UI Policy

Question 78In CSDM, on which table are Business Applications and Application Services ultimately stored so they can participate in CI relationships and service maps?They extend the CMDB (cmdb_ci) class hierarchyThey are stored on the task tableThey are stored only in Update SetsThey are stored on the sys_user table

Question 79A stakeholder confuses a 'report' with an 'indicator'. Which statement correctly distinguishes Platform Analytics indicators from standard reports?Indicators collect and store scored values over time to show trends and targets; reports typically query current data on demandReports store historical scores while indicators only show live dataThey are identical and interchangeableIndicators can only be viewed by the admin role

Question 80A team asks where 'assignment groups' and 'locations' used by both tasks and CIs live in the CSDM structure. What is the correct answer?They are Foundation data shared across the platformThey exist only inside the Design domainThey are stored per-dashboardThey are created automatically by interactive filters

Final check — ServiceNow System Administrator (CSA) - Exam-Prep

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