Free ServiceNow CSA Practice Exam with Questions & Answers

In ServiceNow, users canself-assigntasks directly from theList Viewwithout opening the record. This improves efficiency by allowing users toquickly take ownershipof unassigned tasks.

C. Select the record using the check box then select the Assign To Me UI action on the List Header

Users can selectone or multiple recordsusing thecheckboxand then click the"Assign to Me"action in the list header.

This is useful forbulk assignmentwhen multiple tasks need to be assigned at once.

D. Right-click on the Task number and select the Assign to me option in the menu

Right-clickingon theTask Numberopens acontext menuwith the"Assign to me"option.

This is a quick way to take ownership of a taskwithout opening the record.

A. Select the record using the check box, then select the Person icon

There isno "Person icon"in theList Viewfor task assignment.

B. Double-click on the Assigned to value, type the name of the user, and select the green check

Inline editing (double-clicking)on the Assigned to field only worksif the field is editable, but it’s not the preferred way to self-assign a task.

E. Select the Task number, and select the Assign to me UI action on the form

This requiresopening the record, while the question specifically asks forlist view actions.

TheDependency Viewgraphically representsConfiguration Items (CIs)and their relationships in ServiceNow’sConfiguration Management Database (CMDB). It provides an interactive visualization of dependencies and relationships between infrastructure components, helping administrators understand system architecture.

Displays CI relationships in an interactive graphical format.

Helps identifyupstream and downstream dependencies(e.g., how a failed server affects dependent applications).

Can be accessed via theConfiguration Item (CI) formunder theRelated Linkssection.

Used inImpact Analysisfor Change Management and Incident Management.

A. Schema Map– Used to visualizetable relationships, not CI dependencies.

C. Dependency Map– Not a ServiceNow term; the correct term isDependency View.

D. Database View– Used to createvirtual tablescombining data from multiple tables but does not display CI dependencies graphically.

When importing data into ServiceNow,data integrity and accuracyare critical. ServiceNow recommendscleaning and verifyingdatabefore importingit into the system.

Obsolete or inaccurate datacan cause duplicate or incorrect records.

Pre-cleaningensures onlyrelevant, high-quality datais loaded into ServiceNow.

Improves system performanceby preventing unnecessary data clutter.

Identify and remove obsolete records(e.g., inactive users, old assets).

Fix formatting issues(e.g., date formats, duplicate values).

Verify data mappingsto ensure correct field alignment.

Use a small test importbefore a full-scale import.

Best Practice: Clean Data Before ImportingRecommended Pre-Import Steps:

A. Adjust your Transform maps, after the data is loaded into the target table →Incorrect

Transform Mapsshould be setbefore importing, not after.

Adjusting them afterward may requirereloading data.

B. Use extremely large Import Sets, instead of multiple large Import Sets →Incorrect

Large imports can causeperformance issues.

Best practice: Useincremental importswith data validation.

C. Create a new Import Set table for each new data load →Incorrect

Reusing Import Set tablesis more efficient.

New tables are neededonly for major structural differences.

E. Monitor data quality and clean imported data, using the Data Scrub Workspace →Incorrect

No such featureas "Data Scrub Workspace" exists in ServiceNow.

Datashould be cleaned before importing, not after.

Why Other Options Are Incorrect?

Best Practices for Importing Data

Preparing Data for Import

When an item isordered from the Service Catalog, two main records are created in ServiceNow:

sc_req_item(Requested Item - RITM)

Representseach individual itemin the order.

Tracks the approval process, fulfillment, and delivery for that specific item.

sc_task(Service Catalog Task - SCTASK)

Used toassign workto different fulfillment teams (e.g., IT, HR).

A singlesc_req_itemmay generate multiplesc_taskrecords.

A user orders aMacBook Profrom the Service Catalog.

ARequest (REQ#)is created.

ARequested Item (RITM#)is generated to track the MacBook order.

One or moreService Catalog Tasks (SCTASK#)are created for fulfillment (e.g., Procurement, Shipping).

C. A change record

Change records (chg_request) are created only if thecatalog item is linked to Change Management, which is not always the case.

D. An Incident record

Incidents (incident) are created forissues or break/fix cases, not for service requests.

E. A problem record

Problem records (problem) are used forroot cause analysis, not service catalog requests.

Detailed Explanation:

Business Rulesin ServiceNow are server-side scripts that execute in response to database operations, such as when a record is displayed, inserted, updated, deleted, or queried. They are critical for automating processes, ensuring data integrity, and performing backend operations without user intervention. Business Rules can be set to run at different times, such as before or after the database action, depending on the requirement. (Reference: ServiceNow Documentation - Business Rules and Server-side Scripting)

=================

Detailed Explanation:

In ServiceNow, when reporting data is required from multiple tables and dot-walking isn’t feasible, creating aDatabase Viewis often the best approach. A Database View allows joining multiple tables virtually without creating new records, making it highly efficient for reporting. This view can then be used as a data source for reports, pulling information across tables without physically combining data. According to ServiceNow documentation, this is especially useful for creating complex reports that rely on data relationships across tables without altering the underlying data structure. (Reference: ServiceNow Documentation - Database Views)

=================

Toaccess reportsin ServiceNow, users navigate to:

????Reports > View / Run

Displaysall reports availableto the user.

Allowsrunning, modifying, and creating new reports(if permissions allow).

Users canfilter reports by category(e.g., incidents, requests, changes).

Key Features of "View / Run" Module:

B. Reports > Homepage →Incorrect

No such module named "Reports > Homepage."

C. Self-Service > My Reports →Incorrect

TheSelf-Service moduleis primarily for end users, not for accessing platform-wide reports.

D. Report > Overview →Incorrect

"Overview" providesreporting summariesbut does not list all available reports.

Why Other Options Are Incorrect?

Running and Managing Reports

Official ServiceNow Documentation Reference:

Detailed Explanation:

In ServiceNow, list views can be customized to group records by specific fields to enhance data organization. To group records by theCategorycolumn:

Option Aallows administrators to use the list context menu to group records by category, providing easy data visualization based on the selected column.

Option Dinvolves using the Group icon (usually located in the column header) and selecting the category for grouping. These grouping options simplify navigating and analyzing data by sorting records based on relevant columns, like Category. (Reference: ServiceNow Documentation - List Controls and List Context Menu)

=================

InServiceNow, aBreadcrumbis thestring of filter criteriadisplayed at the top of a list when filters are applied. Breadcrumbs help usersnavigate and refine filterswithout having to manually edit conditions.

Navigate to a list view(e.g., Incidents, Requests).

Apply a filter (e.g., "Priority is High" AND "State is New").

Abreadcrumb stringappears, displaying the filter conditions.

Users canclick on different parts of the breadcrumbto adjust or remove filter conditions dynamically.

A. Topic

Topics are used inKnowledge Management and Virtual Agentbut do not represent filter criteria.

B. Choice

A Choice refers todropdown optionsin ServiceNow fields, not filters.

D. Menu

Menus provide navigation options, but they do not display filters.

ANatural Language Query (NLQ)allows users to filter list data using plain English instead of using the traditional condition builder. NLQ interprets human-readable search terms and translates them into system queries, making it easier for non-technical users to retrieve information without having to understand the underlying database structure.

User-friendly: Users can type a question in normal language (e.g., "Show me all open incidents assigned to me").

Automatic Query Conversion: The system translates the NLQ into a structured query that ServiceNow understands.

Faster Search & Filtering: It helps in quickly filtering and finding records without manually setting conditions.

Works on Lists: NLQ is used primarily in list views where users need to filter or search records.

Key Features of NLQ in ServiceNow:Example Usage:If a user enters"Show me all open incidents for John Doe", the NLQ engine will convert it into a structured query like:

[State = Open] AND [Assigned To = John Doe]

ServiceNow Product Documentation→ "Natural Language Query Overview"

ServiceNow List Filters and Condition Builder→ "Using Natural Language Queries for Filtering"

References from Certified System Administrator (CSA) Documentation:

When a user places an order through theService Catalog, it generates aRequest [sc_request]record in ServiceNow.

How to View Service Catalog Requests:????Navigation Path:

All > Service Catalog > Requests

This module displays:

All submitted service catalog requests

Theircurrent status(e.g., Pending Approval, Fulfilled)

AssociatedRequested Items (RITM) and Tasks (SCTASK)

A. All > Service Catalog > Open Records > Items →Incorrect

The"Items"module does not show submitted requests; it listsavailable catalog items.

B. In the Navigation Filter, type 'requests' and press Enter →Incorrect

Typing"requests"might bring up multiple unrelated records, making it inefficient.

The correct approach is to navigate toService Catalog > Requests.

C. All > Tables and Columns > Taste →Incorrect

"Tables and Columns" is used fortable managementand is not related to service catalog requests.

Also, "Taste" is atypo(likely meant to be "Tasks").

Why Other Options Are Incorrect?

Service Catalog Requests Overview

Official ServiceNow Documentation Reference:

Access Control Rules (ACLs)in ServiceNow define security rules thatcontrol user permissionsforviewing, creating, updating, and deletingrecords in the system. These rules ensure that users can onlysee and interact with the data they are authorized to access.

D. Access Control Rules

ACLsdefine security restrictionsat thefield, table, and record level.

These rules useconditions, scripts, and role-based permissionsto enforce security.

Example: A user with theitilrole may view incidents, but only users with theadminrole can delete them.

A. Role Assignment Rules

ServiceNowassigns roles to users, butroles alone do not define security rules.

ACLs controlwhat users can do, whilerolesonly grant potential access.

B. CRUD Rules

CRUD (Create, Read, Update, Delete)definespermission types, butnot security rules.

ACLs enforce CRUD operations based on roles and conditions.

C. Scripted User Rules

No such term as"Scripted User Rules"in ServiceNow security.

Possibly confused withScripted ACLs, which are part of Access Control Rules.

E. User Authentication Rules

Authentication rules controluser login mechanisms(LDAP, SSO, OAuth) but donot define access to data.

ACLs managedata security, while authentication ensuresusers are who they claim to be.