CSA ServiceNow Certified System Administrator Free Practice Exam Questions (2025 Updated)
Prepare effectively for your ServiceNow CSA ServiceNow Certified System Administrator certification with our extensive collection of free, high-quality practice questions. Each question is designed to mirror the actual exam format and objectives, complete with comprehensive answers and detailed explanations. Our materials are regularly updated for 2025, ensuring you have the most current resources to build confidence and succeed on your first attempt.
A group is stored in which table?
Group[user group]
Group[sys_user]
Group[sys_user_group]
Group[sys_user_group_profile]
The Answer Is:
CExplanation:
In ServiceNow,groupsare stored in theGroup [sys_user_group]table. Groups are used to organize users with similar responsibilities, permissions, or functional roles.
Name(name) – The unique name of the group.
Manager(manager) – The user responsible for managing the group.
Roles(roles) – The roles assigned to the group, which are inherited by all group members.
Parent Group(parent) – If applicable, this establishes group hierarchy.
Assigning access roles to multiple users at once.
Routing tasks or approvals (e.g., Incident assignments to an IT Support group).
Managing security and permissions in ServiceNow.
A. Group [user group]– Incorrect. This is not a valid ServiceNow table.
B. Group [sys_user]– Incorrect. This is theUsertable, not the Group table.
D. Group [sys_user_group_profile]– Incorrect. This table does not exist in ServiceNow.
ServiceNow Docs: User Administration – sys_user_group Table
ServiceNow CSA Study Guide – Managing Users and Groups
Key Fields in thesys_user_groupTable:Common Use Cases for Groups:Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
Knowledge articles within a knowledge base are grouped by category.
True
False
The Answer Is:
AExplanation:
InServiceNow, knowledge articles within aKnowledge Base (KB)aregrouped by categoriesto help users easily find and navigate relevant information.
Hierarchical Structure:
Categories can haveparent-child relationships, allowing forsubcategories.
Example:
Key Features of Knowledge Article Categorization:nginx
CopyEdit
ITSupport
├── Hardware
│ ├── Laptops
│ ├── Printers
├── Software
│ ├── Windows
│ ├── MacOS
Improved Search & Filtering:
Users can filter knowledge articlesby categoryin the Service Portal, Knowledge Management homepage, or in the Global Search.
Permissions & Visibility Control:
Categories can havespecific user criteriato restrict access to certain articles based on roles or groups.
Article Organization & Management:
Knowledge managers canreassign articlesto different categories if needed.
Knowledge Base (KB) articlesare always assigned to acategoryfor structured organization.
Without categories, articles would be unstructured and difficult to locate.
Knowledge Management Overview
Knowledge Management in ServiceNow
Creating and Managing Knowledge Categories
Knowledge Base Categories
Why the Answer is True?References from ServiceNow CSA Documentation:Final Verification:Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.
How are Workflows moved between instances?
Workflows are moved using Update Sets
Workflows are moved using Transform Maps
Workflows are moved using Application Sets
Workflows cannot be moved between instances
The Answer Is:
AExplanation:
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:
What is the function of user impersonation?
Testing and visibility
Activate verbose logging
View custom perspectives
Unlock Application master list
The Answer Is:
AExplanation:
InServiceNow,User Impersonationallows anadmin or a user with the appropriate roleto temporarily act as another userwithout needing their password. This is mainly used fortesting and visibility, helping administrators and developers verify user permissions, role-based access, and UI experiences.
Testing Permissions & Roles
Ensures thatusers have the correct access rights(e.g., verifying ITIL user permissions for incident management).
Helps testUI Policies, Business Rules, and ACLs (Access Control Rules)by viewing the system from the perspective of different roles.
Debugging & Troubleshooting
Identifies why a usercannot access certain records or modules.
Helps inresolving permission-related issueswithout affecting live users.
Experience Validation
Ensures userssee the correct menus, fields, and optionsbased on their assigned roles.
Useful when developingnew applications, workflows, or Service Catalog items.
Admins and authorized userscan impersonate by clicking on their name in the top-right corner and selectingImpersonate User.
Once impersonated, all actions are logged for security and compliance.
Primary Functions of User Impersonation:How to Use Impersonation:
(A) Testing and visibility – Correct
The primary function ofuser impersonationis totest and verify what different users can see and doin the system.
It helps withdebugging UI, role-based access, ACLs, and workflow execution.
(B) Activate verbose logging – Incorrect
Verbose loggingis used fordetailed debugging and performance monitoring, butimpersonation does not enable logging features.
(C) View custom perspectives – Incorrect
ServiceNow doesnotuse the term "custom perspectives" in the context of impersonation.
Impersonationshows what a specific user sees based on their roles, but it doesnot create custom perspectives.
(D) Unlock Application master list – Incorrect
There isno such featureas an "Application Master List" that requires impersonation to unlock.
Application access is controlled byroles and permissions, not impersonation.
Explanation of Each Option:
Never impersonate a user without permission, especially in production environments.
All impersonation actions are loggedin the system for security and auditing purposes.
Use impersonation in a sub-production (development or test) instancebefore making changes to production.
Admins should use impersonation instead of logging in with test user accountsto maintain security and accountability.
Additional Notes & Best Practices:
ServiceNow Docs: Impersonating Users
https://docs.servicenow.com
ServiceNow Community: Best Practices for User Impersonation
https://community.servicenow.com
References from Certified System Administrator (CSA) Documentation:
When working on a form, what is the difference between Insert and Update operations?
Insert creates a new record and Update saves changes, both remain on the form
Insert creates a new record and Update saves changes, both exit the form
Insert saves changes and exits the form, Update saves changes and remains on the form
Insert saves changes and remains on the form, Update saves changes and exits the form
The Answer Is:
CExplanation:
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.
What are the two aspects to LDAP Integration?
Data Population
Data formatting
Authorization
Authentication
The Answer Is:
A, DExplanation:
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 Overviewhttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/integrate/authentication/concept/c_LDAPIntegration.html
ServiceNow CSA Official Training Guide (LDAP Integration & User Authentication)
Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms that the two main aspects of LDAP Integration in ServiceNow areAuthentication and Data Population.
Which are states that you can make a field on a form using UI Policy?
read-only
write-only
Necessary
Mandatory
Empty
Hidden
The Answer Is:
A, D, FExplanation:
InServiceNow,UI Policiesallow administrators todynamically control form fieldsbased on conditions without using scripts. With UI Policies, you can change thebehaviorof a field by making it:
Read-only→ The user canviewthe field butcannot edit it.
Mandatory→ The field becomesrequired, and the usermustfill it out before submitting the form.
Hidden→ The field isremoved from visibilityon the form.
Explanation of Each Option:A. Read-only–Correct
A UI Policy can make a fieldread-only, meaning users canseethe field butcannot modifyits value.
Example: A field likeRequest Number (REQ0001)is typicallyread-onlyafter submission.
B. Write-only–Incorrect
ServiceNowdoes nothave a "write-only" field setting in UI Policies.
If a field iseditable, users canboth read and write; if it’s hidden or read-only, writing is not possible.
C. Necessary–Incorrect
There isno "Necessary"field state in ServiceNow UI Policies.
If the intent is to make a field required, the correct term is"Mandatory".
D. Mandatory–Correct
UI Policies can make a fieldmandatory, requiring the user toenter a valuebefore submitting the form.
Example: AnIncident Descriptionfield might be mandatory before an incident is submitted.
E. Empty–Incorrect
UI Policiescannot directly enforce an "empty" state. However, adefault valuecould be cleared using aclient script, but this isnot a UI Policy feature.
F. Hidden–Correct
UI Policies canhide a field, making it invisible on the form.
Example: A"Manager Approval"field may be hiddenuntila certain condition (e.g., request cost > $1000) is met.
Final Answer:Read-only
Mandatory
Hidden
ServiceNow Docs – UI Policies and UI Policy Actionshttps://docs.servicenow.com
ServiceNow Learning – Form Configuration & UI Policies
ServiceNow Developer Portal – Controlling Form Behavior with UI Policies
References from Certified System Administrator (CSA) Documentation:
Which are valid Service Now User Authentication Methods? (Choose three.)
XML feed
Local database
LDAP
SSO
FTP authentication
The Answer Is:
B, C, DExplanation:
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 Methodshttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/security/concept/user-authentication-methods.html
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.
What is the Import Set Table?
A table where data will be placed, post-transformation
A table that determines relationships
A staging area for imported records
A repository for Update Set information
The Answer Is:
CExplanation:
InServiceNow, anImport Set Tableis atemporary staging areawhere raw data is storedbefore it is transformed and moved into a target table. It is primarily used indata import processesto ensure data integrity and allow transformation before committing data to production tables.
Stores incoming data from external sources(e.g., CSV files, Excel files, APIs, LDAP, etc.).
Acts as a temporary staging areabefore records are mapped and transformed into atarget table(e.g.,incident,cmdb_ci,problem).
Allows validation and error handlingbefore final data migration.
Uses Transform Mapsto determine how fields in the import set relate to fields in the target table.
Key Functions of an Import Set Table:
Data is importedinto anImport Set Tablefrom an external source.
TheImport Set Table temporarily stores the datawithout affecting existing records.
ATransform Mapis applied to move and modify the data before inserting it into the correct table.
Once transformation is complete, the data is transferred to thetarget table, and the Import Set Table can be cleared.
Example Workflow of an Import Set:
(A) A table where data will be placed, post-transformation – Incorrect
Thetarget table(e.g.,incident,cmdb_ci,problem) holds the dataaftertransformation.
TheImport Set Table is only a temporary staging areabefore transformation occurs.
(B) A table that determines relationships – Incorrect
Relationship tables(e.g.,cmdb_rel_ci) definedependencies between recordsbut are not used for data import.
Import Set Tables do not determine relationships between records.
(C) A staging area for imported records – Correct
Import Set Tables temporarily store incoming recordsbefore processing.
The data is transformed and mappedbefore being inserted into the final target table.
This ensuresdata integrity and consistency.
(D) A repository for Update Set information – Incorrect
Update Sets (sys_update_set) store changes to configurations, such as scripts, workflows, and UI policies.
Import Set Tables are used for data imports, not Update Sets.
Explanation of Each Option:
Always review data in the Import Set Table before applying transformationsto avoid incorrect data entry.
Use Transform Mapsto define field mappings between Import Set Tables and target tables.
Monitor Import Logs(sys_import_set_run) for errors or incomplete data.
Delete old Import Set dataperiodically to improve performance and avoid unnecessary storage usage.
Additional Notes & Best Practices:
ServiceNow Docs: Import Set Overview
https://docs.servicenow.com
ServiceNow Community: Best Practices for Import Set Management
https://community.servicenow.com
References from Certified System Administrator (CSA) Documentation:
What are the two pathways to view feedback left on a published article?
Knowledge > articles > My Flagged
Knowledge base > my knowledge > flagged articles
Knowledge > My articles > Flagged
Knowledge > articles > published
The Answer Is:
B, CExplanation:
InServiceNow Knowledge Management, users can providefeedbackonpublished knowledge articlesby flagging them. This feedback helpsknowledge managers and authorsidentify errors, outdated information, or areas for improvement.
Toview feedback left on a published article, there are two primary pathways:
Pathway 1: Knowledge Base > My Knowledge > Flagged Articles
This option allowsknowledge managers and authorsto see all flagged articlesthey have authored or have access towithin a specificKnowledge Base.
Location:Knowledge Base → My Knowledge → Flagged Articles
Pathway 2: Knowledge > My Articles > Flagged
This option lets authorsview only their own articlesthat have been flagged.
Location:Knowledge → My Articles → Flagged
A. Knowledge > Articles > My Flagged
There isno direct "My Flagged" optionunderKnowledge > Articles.
D. Knowledge > Articles > Published
This showsall published articlesbut doesnot specifically show flagged (feedback) articles.
Navigate toKnowledge > My Articles > Flagged.
OR navigate toKnowledge Base > My Knowledge > Flagged Articles.
Open a flagged article to review thefeedback comments and reason for the flagging.
ServiceNow Docs: Managing Knowledge Feedback and Flagged Articleshttps://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/knowledge-management/task/review-article-feedback.html
ServiceNow CSA Official Training Guide (Knowledge Management & Feedback Handling)
Why the Other Options Are Incorrect?How to View Feedback in ServiceNow?References from Certified System Administrator (CSA) Documentation:This confirms that the correct pathways to view feedback on published articles are"Knowledge Base > My Knowledge > Flagged Articles"and"Knowledge > My Articles > Flagged".
FILL IN THE BLANK
_______________ is a computer program running as a service; a physical computer dedicated to running one or more services, or a system running a database.
The Answer Is:
ServerAserveris acomputer program running as a service, aphysical machinededicated to executing services, or asystem running a database.Types of Servers in ServiceNow & IT Infrastructure:Application Server– Runs the ServiceNow application logic and processes user requests.Database Server– Stores and manages the ServiceNow database, where all records and configurations are maintained.Web Server– Handles HTTP/HTTPS requests and delivers web pages to users.InServiceNow’s cloud-based architecture, theserver infrastructureis maintained by ServiceNow and hosted inhighly secure data centersworldwide.References from Certified System Administrator (CSA) Documentation:ServiceNow Docs: Understanding ServiceNow Cloud Infrastructurehttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/platform-overview/concept/servicenow-cloud-architecture.html
Which three Variable Types can be added to a Service Catalog Item?
True/False, Multiple Choice, and Ordered
True/False, Checkbox, and Number List
Number List, Single Line Text, and Reference
Multiple Choice, Select Box, and Checkbox
The Answer Is:
DExplanation:
In ServiceNow’sService Catalog, variables are used to capture user input when they request catalog items. These variables allow for dynamic and customized data collection for different service requests.
Among the options provided, the three validvariable typesthat can be added to aService Catalog Itemare:
Multiple Choice:
This variable type presents users with multiple predefined options, but only allows them to selectoneanswer.
Example: "What type of laptop do you need?" with options:MacBook, Windows Laptop, Chromebook.
Select Box:
Similar to Multiple Choice but presented in a drop-down format, making it useful when space needs to be conserved in a form.
Example: "Select your department" with a drop-down list ofIT, HR, Finance, etc.
Checkbox:
A simpleTrue/Falsevariable that allows users to check a box to indicate a selection.
Example: "Do you need an external monitor?" (Checkbox can be checked for 'Yes' or left unchecked for 'No').
Option A (True/False, Multiple Choice, and Ordered)
True/Falseis not a variable type in the Service Catalog. ServiceNow usesCheckboxfor Boolean (Yes/No) values instead.
Orderedisnot a valid Service Catalog variable type.
Option B (True/False, Checkbox, and Number List)
True/False is incorrect(ServiceNow uses "Checkbox" instead).
Number List is not a valid Service Catalog variable type.
Option C (Number List, Single Line Text, and Reference)
Number List is not a valid variable type.
Single Line Text and Reference are valid variables but were not all correct in this case.
ServiceNow Docs: Service Catalog Variableshttps://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-catalog-management/concept/c_ServiceCatalogVariables.html
ServiceNow CSA Official Training Guide (Service Catalog & Request Management)
Why the other options are incorrect?References from Certified System Administrator (CSA) Documentation:
Which one of the following statements is true about Column Context Menus?
It displays actions such as creating quick reports, configuring the list, and exporting data
It displays actions related to filtering options, assigning tags, and search
It displays actions related to viewing and filtering the entire list
It displays actions such as view form, view related task, and add relationship
The Answer Is:
AExplanation:
Column Context Menusin ServiceNow provide options for interacting with list columns in a table. These menus allow users to customize list views, generate quick reports, export data, and configure list settings.
When users right-click on acolumn headerin a list view, they see a context menu with several actions. The correct answer,Option A, correctly describes these capabilities.
Create Quick Reports
Users can generatebar charts, pie charts, or other visual reportsbased on column data.
Example: Right-clicking on the "State" column in anIncidentslist allows users to create a report showing the count of incidents per state.
Configure the List
Users can modify the list layout, display additional columns, or customize fields.
Options includePersonalize List, Show / Hide Columns, and Sortfeatures.
Export Data
Data can be exported in various formats, such asExcel, CSV, PDF, or XML.
Example: Exporting all incidents assigned to a particular group.
Key Features of Column Context Menus:
Why the Other Options Are Incorrect:B. It displays actions related to filtering options, assigning tags, and search (Incorrect)
Filtering options are part of theFilter Navigator and List Context Menu, not theColumn Context Menu.
Assigning tags and performing searches happen within the list view but are not primary functions of theColumn Context Menu.
C. It displays actions related to viewing and filtering the entire list (Incorrect)
While column menus allow sorting and filtering, filtering theentirelist is mainly done via theList Context Menu(right-clicking the entire list or using the filter option at the top).
D. It displays actions such as view form, view related task, and add relationship (Incorrect)
Viewing forms, related tasks, and adding relationships are functions available when interacting withrecord-levelactions (right-clicking a row), not a column.
These actions are available via theList Context MenuorRelated Lists, not theColumn Context Menu.
Navigate toIncident > All.
Right-click on thePrioritycolumn header.
A menu appears with options such as:
Sort (Ascending/Descending)
Group By This Field
Create Report
Export Data
Configure List Layout
Example of Using a Column Context Menu in ServiceNow:
For Administrators creating new Service Catalog items, what is a characteristic they should know about Service Catalog variables?
Service Catalog variables can only be used in Record Producers
Service Catalog variables can only be used in Order Guides
Service Catalog variables cannot affect the order price
Service Catalog variables are global by default
The Answer Is:
DExplanation:
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.
Which of the following is true of Service Catalog Items in relation to the Service Catalog?
They run behind the scenes.
They are the building blocks.
They are optional.
They provide options.
The Answer Is:
BExplanation:
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:
Access Control rules may be defined with which of the following permission requirements? (Choose three.)
Roles
Conditional Expressions
Assignment Rules
Scripts
User Criteria
Groups
The Answer Is:
A, B, DExplanation:
InServiceNow,Access Control Rules (ACLs)define thepermissionsrequired for users to interact with records, fields, or UI actions. ACLs are enforced at thedatabase leveland are evaluatedbefore granting accessto a user.
Access Control rules can be configured usingthree primary permission requirements:
Rolesdefine aset of permissionsassigned to users.
Access Control rules canrequire users to have a specific role(e.g.,admin,itil,catalog_admin) to perform an action on a table, field, or record.
Example:
A rule might state:Only users with theitilrole can read theIncidenttable.
Conditional expressionsallow access based on a specified condition.
These conditions areevaluated at runtime, and access is granted if they are met.
Example:
A condition could be:"Allow access if the record's 'State' field is 'New'".
This would mean that users can only modify records if their state is "New".
Scriptsallow advanced, custom logic to determine access.
ACLs supportserver-side scripts(written in JavaScript) that use thegs.hasRole(),currentobject, or other logic to evaluate whether a user should have access.
Example:
1. Roles (Correct -)2. Conditional Expressions (Correct -)3. Scripts (Correct -)javascript
CopyEdit
// Allow access only if the user is the requester of the record
answer = current.requested_for== gs.getUserID();
Scripts provideflexibilityby allowing complex access conditions beyond simple roles or expressions.
C. Assignment Rules(Incorrect)
Assignment Rulesare used toautomatically assign recordsto users or groups based on conditions.
They do not defineaccess control permissions.
E. User Criteria(Incorrect)
User Criteriais used inService CatalogandKnowledge Base (KB)to control access to catalog items or knowledge articles.
It isnot usedfor ACLs at the table/field level.
F. Groups(Incorrect)
Groupsare collections of users but cannot be directly used in ACLs.
Instead,roles(which are often assigned to groups) are used to define ACL permissions.
Why Other Options Are Incorrect?
ServiceNow Product Documentation - Access Control Rules
Access Control Rules Overview
Defining Access Control Rules
ServiceNow Security Model
Role-Based Access
Scripted ACLs
References from ServiceNow CSA Documentation:
What is the purpose of a Related List?
To create a one-to-many relationship
To dot-walk to a core table
To present related fields
To present related records
The Answer Is:
DExplanation:
ARelated Listin ServiceNow is used to display records from other tables that are related to the current record. It helps users view and manage associated records without navigating away from the main record they are working on.
Related Lists appear at the bottom of a form view.
They display records from tables that have a relationship (via reference fields, many-to-many relationships, or database joins) with the current table.
Users can add, remove, or modify related records directly from the Related List, depending on their permissions.
Key Features of Related Lists:Why "D. To present related records" is the correct answer?Related Lists show records from another table that have a relationship with the current record. For example:
AnIncidentrecord may have a Related List showing allTasksassociated with it.
AUserrecord may have a Related List displayingGroup Memberships.
AChange Requestrecord may have a Related List displaying all relatedCI (Configuration Items).
Option A: "To create a one-to-many relationship"– Incorrect. While Related Lists often display one-to-many relationships, they do not create them. Relationships are defined throughreference fields,many-to-many tables, ordatabase joins.
Option B: "To dot-walk to a core table"– Incorrect. Dot-walking allows users to access related fields from referenced records, but it is not the purpose of a Related List.
Option C: "To present related fields"– Incorrect. Related Lists display related records, not just individual fields. Related fields can be accessed using dot-walking or reference fields but are not the same as Related Lists.
ServiceNow Product Documentation - Related Lists
ServiceNow CSA Study Guide - Configuring Forms and Lists
ServiceNow Docs: Relationships in Tables
Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
A User is stored in which table?
User [sys_user]
User [ sys_user_group]
User [ syst_user_profile]
User [user_profile]
The Answer Is:
AExplanation:
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:
Which group of permissions is used to control Application and Module access?
Access Control Rules
UI Policies
Roles
Assignment Rules
The Answer Is:
CExplanation:
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:
Data Policy can enforce mandatory data on import.
True
False
The Answer Is:
AExplanation:
AData Policyin ServiceNow is used to enforcemandatory and read-only field conditionsfor data that isentered manually through forms or imported into the system.
Data Policies apply to data coming from external sources, such asimports, web services (API), and integrations.
If a field is set asmandatoryin a Data Policy, recordscannot be imported unless that field contains a value.
This ensuresdata integrityby preventing incomplete or invalid data from entering the system.
If an administrator configures a Data Policy to make the "Caller" fieldmandatoryon theIncidenttable, any imported incidentswithout a Caller value will be rejected.
How Data Policies Enforce Mandatory Data on Import:Example Scenario:
Why "True" is the Correct Answer:Data Policies enforce mandatory fields for both UI entry and imports.
Why "False" is Incorrect:If Data Policies didnotenforce mandatory fields on imports, incomplete records could enter the system, leading to data integrity issues.
ServiceNow Documentation:Data Policies
CSA Exam Guide:CoversData Policy enforcement for UI forms and imports.
Reference from CSA Documentation:Thus, the correct answer is:
A. True
