How do I pass the ServiceNow CSA exam?

test2022-12-20T03:27:56+00:00

The CSA Certification is Certified ServiceNow Administrator certification, the basic level certification catering to the beginners who want to showcase their knowledge and skills to implement, configure, and maintain the ServiceNow system. To prepare for the exam, you may want to consider taking a ServiceNow training course. Additionally, you can review the ServiceNow CSA exam questions to gain a deeper understanding of how it works.

Here are some additional steps you can take to prepare for the CSA exam:

Familiarize yourself with the ServiceNow platform, including its architecture, features, and capabilities.
Review the ServiceNow System Administration Guide and other relevant documentation, such as the ServiceNow product documentation and release notes.
Practice using the ServiceNow platform to perform common tasks, such as creating and managing users, groups, and roles; configuring workflows; and managing data.
Take online training courses or attend in-person training sessions to learn about ServiceNow best practices and to gain hands-on experience with the platform.
Review the exam objectives and the format of the CSA exam to understand what will be covered and how the exam is structured.
Consider using practice exams or exam preparation materials to test your knowledge and identify areas where you need to focus your study efforts.

Try online free CSA exam questions.

Page 1 of 9

1. Which of the following concepts are associated with the ServiceNow CMDB? (Choose four.)

Service Processes

User Permissions

Tables and Fields

A Database

The Dependency View

2. CORRECT TEXT

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.

3. What is the platform name for the User table?

u_users

sys_users

x_users

sys_user

4. How is the Event Log different from the Event Registry?

Event Log contains generated Events, the Event Registry is a table of Event definitions

Event Log is formatted in the Log style, the Event Registry displays different fields

Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the day (24-hour period)

Event Log is the same as the Event Registry

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

Business Rule

Workflow

Log entry

Knowledge article publication

6. The Employee On-boarding team has asked for a way for managers to order computers, monitors, business Cards, and cell phones for new employees.

How would you proceed to meet this requirement?

Create Record Producer

Create Order Guide

Create Requested Item

Create On-boarding Bot

7. What are the 5 provided Roles by ServiceNow?

System Administrator: The admin role provides access to all platform features, applications, functions and data.

Specialized Administrator: Specialized administrator roles manage specific functions or applications, such as Assignment Rules, Knowledge base, reports, or web services

Fulfiller: Users with the ITIL role may fulfill ITIL activities associated with the ITIL workflow, including Incident and Change management.

Approver: Users with the Approver user role can perform all requester actions and may view or modify approval records directed to the approver

Requester: Also known as Employee Self Service (ESS) users, these users have no roles but can submit and manage their own requests, access public pages, etc.

8. A Service Catalog may include which of the following components?

Order Guides, Exchange Rates, Calendars

Order Guides, Catalog Items, and Interceptors

Catalog Items, Asset Contracts, Task Surveys

Record Producers, Order Guides, and Catalog Items

9. When importing spreadsheet data into ServiceNow, in which step does the data get written to the receiving table?

Run Transform

Run Import

Import Dataset

Execute Transform

Schedule Transform

10. How are local flow variables accessed in the Flow Designer Data panel?

As newly generated icons

As scratchpad variables

As new tabs

As data pills

Page 2 of 9

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

Process Automation > Flow Designer

Process Automation > Flow Administration

Process Automation > Workflow Editor

Process Automation > Process Flow

Process Automation > Active Flows

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

CI Relationship Editor

CMDB Builder

CI Service Manager

Cl Class Manager

13. Which plugin needs to be activated in order to translate the content of a catalog item to multiple languages?

Localization Framework plugin (com.glide.localization_framework)

Translation Framework plugin (com.glide.translation_framework)

Multiple Language Framework plugin (com.glide.multiple.language_framework)

Language Al Framework plugin (com .g I id e. language.ai _framework)

14. What type of field has a drop down list, from which you can pick from pre-defined options?

Choice

Picker

Drop down

Option

15. How would you define an Access Control, to allow a user with iti role to have permission to create incident records?

Name: incident”; Permission: write; Role: itil

Name: incident Any, Operation: write, Permission: itil

Name: incident.*; Operation: write; Permission: itil

Name: incident None, Permission: create: Role: itil

Name: incident. None; Operation: create; Role: itil

16. 1.What are the four knowledge workflows available in the ServiceNow base instance?

Approval publish: Request approval from a manager of the knowledge base before moving the article it the publish state

Instant Publish: Immediately publishes a draft article without requiring an approval

Instant Retire: Immediately retires a published article without requiring an approval

Retire Knowledge: Moves a knowledge article to the retired state.

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

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

Click Funnel, define filter conditions, click Create Report

Click Context Menu, select Create Report

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

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

18. A department manager asks an analyst to build some reports.

Where do you recommend the analyst start?

Report Dashboard > Create New

Reports > Getting Started

Performance Analytics > Reports

Self-Service > Reports

Reports > Create New

19. 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

20. A change request has been approved and assigned to you as the system administrator to change the Incident number prefix from the default of "INC" to the company standard IN."

What are the next steps to be taken?

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

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

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

Submit a Change Request to ServiceNow Technical Support

Page 3 of 9

21. On what part of the ServiceNow instance, would you find the option to access applications, like Incident Management?

Self Service Module

Application Navigator

Service Desk Homepage

Favorites

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

Extended Validation Access (EVA)

Organization Verification Card (OVC)

Common Access Card (CAC)

Domain Authentication Card (DAC)

Personal Identify Verification (PIV)

23. Configuration will not affect what others see on their forms.

True

False

24. What is the difference between a Ul Policy and Data Policy?

Data Policies run only after Ul Policies run successfully

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

Data Policies can be converted into Ul Policies, but Ul Policies can not be converted into Data Policies

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

25. A group is stored in which table?

Group[user group]

Group[sys_user]

Group[sys_user_group]

Group[sys_user_group_profile]

26. The wait time for end users is based on the round-trip between the client and the server.

What activities are included in the round-trips?

Request + Response

Save + Update

Write + Read

Submit + Query

Insert + Verify

27. An IT user calls the service desk because they need to work on task records. All they can see is Self Service on their homepage when they login to the ServiceNow instance.

What issue could explain this? Choose 2 answers

Their user account failed LDAP authentication

Their user account is not logged in properly

Their user account was not approved by their manager

Their user account does not have itil role

Their user account does not belong to any groups, which contain the itil role

28. When searching using the App Navigator search field, what can be returned? (Choose four.)

Names of Applications and Modules

Names of Modules

Names of Applications

Favorites

History Records

Titles of Dashboard Gauges

29. While on an Incident record, how would you add a Tag for "Special Handling" to the record?

Click on the More options (.,.) icon, click Add Tag, type Special Handling, press enter

On the Special Handling field, check the box

On the Tag field, select Special Handling from the choice list

Click on the Context menu, select Add Tag, type Special Handling, press enter

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

Supports advanced developers

Enables complicated scripting

Reduces technical debt

Less manual scripting

Smooth integration with 3rd party systems

Page 4 of 9

31. What is a role in ServiceNow?

A role is one record m the Role [sys_user_role] table

A role is one record in the Role Iuser_sys_role] table

A role is a persona used In Live Feed Chat

A role Is a set of modules for a particular application

32. How is a user defined in ServiceNow?

user is a record stored in the User Preference [Sys_user_preference] table

A User is a record stored in the Profile [sys_user_profile] table

A user is 2 field in the LOAP integration

A user is a record stored in the User [sys_user] table

33. What is a key difference between Reporting and Performance Analytics?

Performance Analytics contains snapshots of data taken over time; Reporting shows only the data as it is, at the moment the report is run.

Performance Analytics can show trends; Reports cannot.

Reports can be run on a scheduled basis; Performance Analytics cannot.

Performance Analytics data can be published to Dashboards; Reports cannot.

Performance Analytics shows KPIs; Reporting does not.

34. When you seta policy that is applied to all data entered into the platform (UI, Import Sets, or Web Services), where does this policy run by default?

Client

Server

Browser

Network

35. For your implementation, the following tables. are extended fram each ofher:

* Incident table is extended from Task table.

* Super Incident table is extended from Incident table,

In this situation, which table(s) are P arent, Child and Base tables? Choose 5 answers

Incident table is a Base table

Incident table is. a Parent table

Incident table is a Child table

Super Incident table is a Child table

Super Incident table is a Parent table

Super Incident table is a Base table

Task table is a Base table

Task table is a Parent table

Task table is a Child table

36. What instance resource allows you to access guided tours, information about actions, and instructions an how to use inputs and outputs in your flaw?

Community

Help Panel (question mark icon)

Docs

Wiki

37. After finishing your work on High Security Settings, what do you do to return to normal admin security levels?

Select Normal role

Log out and back in

Use System Administration > Normal Security module

Select Global Update Set

End Impersonation

38. Which one of the following is an accurate list of changes that are captured in an Update Set?

Changes made to tables, forms, schedules, and client scripts

Changes made to tables, forms, views, and fields

Changes made to: tables, forms. Business Rules, and data records

Changes made to: tables. forms groups, and configuration items (Cls)

39. How do you make a list filter available to everyone?

Make active, set visibility, and save

Assign a name, set visibility, and save

Assign a group, set visibility, and save

Make active, assign a name, and save

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

Now Mobile Apps

Agent Control Center

Back Office Dashboard

Service Portals

Now Platform® User Interfaces

Field Service Taskboard

Page 5 of 9

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

Star

Triangle

Pencil

Clock

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

Configure Default notification content

Enable Actionable notification content

Provide Common notification content

Set up Related notification content

43. Which module is used as the first step for importing data?

Coalesce Data

Transform Data

Import Data

Load Data

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

Flag article

Review

Bookmark

On Hold

45. Where in Flow Designer can users access information about actions that are added to the flow?

Virtual Agent Help

Local Action Help

Help Panel

Flow Assistant

46. When building an extended table from a base table, which fields do you need to create? Choose 2 answers

The mandatory fields for the base table.

The reference fields for the base table.

The fields that are not in the base table.

The fields that are specific to the extended table.

47. When adding a related list to a form, you choose the related list from the list callector,

What is an example of a related list you might see on the list collector? Choose 3 answers:

Release Phase==Parent

Catalog Task->Parent

HR Case-=Parent

Problem==Parent

Outage->Task number

48. Security rules are defined to restrict the permission of users from viewing and interacting with data.

What are these security rules called?

Role Assignment Rules

CRUD Rules

Scripted User Rules

Access Control Rules

User Authentication Rules

49. A subject matter expert routinely receives tasks which have been worked by first level support, before receiving the assignment

What could you suggest. to make it easier for the expert to read only the work notes in the Activity log?

Click Context menu > Work Notes View

Click Personalize icon and select Activity Stream

Right click form header > Form Layout > Add Work Notes Section

Click Funnel icon and select only work notes

Click Context menu > History

50. Which is the most efficient way to move large amounts of data between instances?

Export to Data Package

Export to XML

Update Sets

Export to Zip

Page 6 of 9

51. What are different types of Data Sources, which may be imported into ServiceNow? (Choose four.)

Local Sources (i.e. XML, CSV, Excel)

Implementation Spoke

DataHub

JDBC Connection

Network Server

LDAP Connection

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

Natural Language Query

Alexa Query

Machine Learning Query

Predictive Intelligence Query

Auto-suggest Query

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

Transform Schema

Schema Map

Dictionary Map

Transform Map

Field Transformer

Import Designer

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

Record Producers, Order Guides, and Catalog Items

Order Guides, Item Variables, and Workflows

Order Guides, Catalog Items, and Workflows

Record Producers, Order Guides, and Item Variables

55. Where would you go in ServiceNow to order services and products offered by various departments?

Service Catalog

Self Service

Service Department

Customer Service

56. What section on the notes tab, shows the history of the work documented on the record?

Journal

Activity

Diary

Audit Log

Timeline

57. When a custom table is created, which access control rules are automatically created? Choose 4 answers

delete

create

execute

read

update

write

58. What is the most common role that has access to almost all platform features, functions, and data?

Security Admin [security_admin]

Sys Admin [sys_admin]

Admin [sn_admin]

System Administrator [admin]

Base Admin [base_admin]

59. Which plugin allows users to install multiple applications, application-customizations. or plugins at once?

Application Integration and Plugin Delivery (A1PD) SpokeBatch Install

Continuous Integration and Continuous Delivery (CICD) SpokeBatch Install

Multiple Integration and Process Delivery (MIPD) SpokeBatch Install

Quick Integration and Multiple Delivery (QIMD) SpokeBatch Install

60. What does Natural Language Query allow you to do on a list?

Automatically select a filter, based on keywords

Filter list by typing in a phrase

Predict the filter desired by the user

Speak to the condition builder

Set list filter, using audible commands

Page 7 of 9

61. What do you click when you have made modification to your report, and your want to see the results without saving?

Execute

Try ir

Run

Test

Preview

62. Which of the following allows a user to edit field values in a list without opening the form?

Data Editor

Edit Menu

List Editor

Form Designer

63. What icon do you use to change the boon and color on a Favorite?

Pencil

Star

Clack

Tringle

64. There are _____ common types of Interfaces (Numeric Value) 6: There are six common types of interfaces

Homepage: Consists of navigational elements, functional controls, and platform information.

List: Display records from a data table, as well as allow you to edit the record information using the List Editor functionally.

Form: Data is entered into ServiceNow through forms

Dashboard: Enable you to display multiple performance analytics, reporting and other widgets on a single screen.

Maps: Display ServiceNow data graphically on a Google map

Timelines: Used to track tasks or projects

65. What import utility do you use when the field names on the import set match the name of the fields on the Target table?

Schema Mapping

Automatic Mapping

Mapping Assist

Mapping Dashboard

66. Which one of the following describes the primary operations performed against tables in the Service Now platform?

Create, Rate, Update, Delete

Create, Read, Upload, Delete

Create, Read, Write, Delete

Capture, Rate, Write, Develop

67. When a flow runs an action, it generates a runtime value, which stays the same for the duration of the flow.

What is the name of this runtime value?

Trigger runtime value

Sequence runtime value

Starting runtime value

Data pill runtime value

Input runtime value

68. Reports can be created from which different places in the platform? (Choose two.)

List column heading

Metrics module

Statistics module

View / Run module

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

Connect Chat

Now Messenger

User Presence

Comments

70. Access Control rules may provide access security for which of the following database objects?

For a specific role, group, or user

For a specific row, column, or table

For specific groups

For a specific CMDB Configuration item

Page 8 of 9

71. When importing spreadsheet data into ServiceNow, what is the first step in the process?

Load Data

Run Data Scrubber

Set Coalesce

Define Data Source

Select Import Set

72. The Report Designer contains different section for configuring your report.

Which section is used to specify the name of the report, and the table or data source for the report?

Properties

Data

Configure

Type

Sources

73. Tables may have a One to Many relationships.

From the Service Catalog, what are examples of tables having a one to many relationships? (Choose three.)

One Approval can have many Requests

One Request can have many Requested Items

One Requested Item can have many Approvals

One Requested Item can have many Catalog Tasks

One Cart can have many Requests

74. What module in the Service Catalog application does an Administrator access to begin creating a new item?

Maintain Categories

Maintain Items

Content Items

Items

75. When a user reports that they are not able to see modules on the application navigator, what can you do, to see what modules are visible to them?

Look up their password, so you can login with their account

Initiate a Connect Chat session

Install the Bomgar plug-in

Impersonate the user

Launch a NowChat window

76. What is the function of user impersonation?

Testing and visibility

Activate verbose logging

View custom perspectives

Unlock Application master list

77. Which one of the following statements is true?

When an incident form is saved, all the Work Notes field text is recorded to the Activity Log field

When an incident form is saved, the Work Notes field text is overwritten each time work is logged against the incident

When an incident form is saved, the impact field is calculated by adding the Prion:, and Urgency values

When an Incident form is saved, the Additional Comments field text is cleared and recorded to the Work Notes section

78. When importing data, what happens to imported rows, if no coalesce field is specified?

All rows are rejected from the import, as coalesce field is required.

All rows are treated as new records. No existing records are updated.

Duplicate rows are rejected from the import.

All rows are treated as new records, but errors will be flagged in the import log.

79. Group records are stored in which table?

Group [sn_user_group]

Group [sys_user_group]

Group [s_sys_group]

Group [u_sys_group]

80. After you create a new table, what is the best practice regarding the navigation pane? Choose 2 answers

Set the filter condition on the Application Menu

Set the font style on both the Application Menu and the Module

Specify which Roles are able ta see the Module

Specify which Roles are able to see the Application Menu

Create Application Menu with the same name as the table label

Create Module with the plural of the table label

Page 9 of 9

81. On the Cl Dependency View, what enables you to trace from an infrastructure item, like a Server, to the Services that are dependent on that Server?

Service Tracer

Automapping Utility

Relationships

Transform Map

82. The ServiceNow platform supports a wide variety of plus-and-play application. You can choose from the included workflow or build your own workflow.

Which of following these workflows are included in the platform?

Employee Workflows

Infrastructure Workflows

Federal Workflows

Manufacturing Workflows

Customer Workflows

IT Workflows

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

True

False

84. Which tool graphically displays an infrastructure view for a configuration item (CI) and its relationship with other CIs?

Schema Map

Dependency View

Dependency Map

Database View

85. A user wants to create a set of filter conditions, where they want to show records which satisfy two conditions:

Incidents where the state is Closed

Incidents where Assignment Group is Network

After clicking the Funnel icon, what should the user do?

Define the first condition; click AND button; define second condition; click Run

Define the first condition; click AND button; define second condition; press enter

Define the first condition; click OR button; define second condition; press enter

Define the first condition; click > icon on breadcrumb, define second condition; click Run

Define the first condition; click > icon on breadcrumb, define second condition; press enter

86. Which ServiceNow utility provides a modern interactive graphical interface to visualize configuration items and their relationship?

CSDM Schema

Business Service Map

Dependency View

CI Class Map

87. You are showing your customer a new form that you have created for their new application. They would like to add a field to the form.

Where could you do that? (Choose two.)

Select Fields and Columns module

Right click on form header, select Configure > Form Layout

Click on context menu, select Configure > Form Designer

Select Field Class Manager module

88. What information does the System Dictionary contain?

The human-readable labels and language settings

The definition for each table and column

The information on how tables relate to each other

The language dictionary used for spell checking

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

Form

List

Dashboard

Timeline

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

Which method would you use?

Create Record Producer

Create Catalog Item

Create Order Guide

Create Content Item