Free ServiceNow CSA Practice Exam with Questions & Answers

Detailed Explanation:

To assign a task to themselves, users in ServiceNow can:

Option A:Use the check box to select the record, then click the Person icon to assign it.

Option B:Select the Task number and use theAssign to meUI action available on the form. These methods provide quick ways for users to take ownership of tasks directly from the list view. (Reference: ServiceNow Documentation - Task Assignment and List Actions)

In ServiceNow, aGroupis acollection of userswho share common responsibilities and access rights within the system. Groups are primarily used to facilitate:

Role-Based Access Control (RBAC):Assigning roles and permissions collectively to a set of users.

Task Assignment:Groups can be assigned to handle incidents, change requests, and approvals.

Notification Management:Groups can be used for sending system notifications to multiple users at once.

C. A collection of users

Agroupin ServiceNow consists of multiple users who work together on tasks, approvals, or system activities.

Groups simplify user administration by allowing permissions and responsibilities to be assigned collectively instead of individually.

Examples of groups:

Service Desk(handles incident tickets)

Change Advisory Board (CAB)(approves change requests)

HR Team(manages HR cases)

A. An escalation pod

ServiceNow doesnotuse the term"escalation pod"to define a group.

Escalations are handled through priority rules and workflows, not groups.

B. A department

Adepartmentis an organizational unit (e.g., HR, IT, Finance), while agroupis a functional collection of users.

Departments and groups are separate entities in ServiceNow.

D. A collection of subject matter experts

While some groupsmayconsist of SMEs, this isnot the definitionof a group.

Groups can have users of different expertise levels, not just experts.

E. A team of users

Although groups may act as "teams," the officialServiceNow definitionof a group isa collection of users, which is more precise.

"Team" is a more informal term, while "group" is the structured term used in the platform.

✔Update Setsare the primary method formoving customizationsfrom one ServiceNow instance to another. An Update Set records changes made to an instance, including modifications to:

Forms, fields, and tables

Business rules, scripts, and workflows

UI policies and ACLs

How Update Sets Work:

When youmodify configurations, the changes arecapturedin an active Update Set.

The Update Set is thenexported from the development instanceandimported into the target instance(e.g.,from Dev to Test to Production).

Once imported, the Update Set iscommitted, applying the changes.

Option A (Table Templates)is incorrect because these definedefault field structuresfor tables but do not move customizations.

Option B (Application Files)is incorrect because individual application files exist within Update Sets but do not serve as a transport mechanism.

Option C (UI Script Includes)is incorrect because script includes are reusable scripts, not a method for transferring configurations.

????Reference:ServiceNow Administration – Update Sets & Instance Migration

A record-based trigger is a component thatcauses a flow to run after a record has been created or updated in a specified table1. It allows users to define conditions and actions for the flow based on the record’s state and values1. For example, a record-based trigger can start a flow when a new incident is created or when an existing incident is updated with a certain priority1.

References

Flow trigger types - Product Documentation: San Diego - ServiceNow1

InServiceNow,Related Listsdisplayrecords that are linked to the current recordthrough relationships. Tomanage records within a Related List, the following buttons are commonly used:

1. "New" ButtonCreates a new record in the related list

Example: In theUser Form, the "Groups" related list has a "New" button toadd a new Group membership.

2. "Add" ButtonAdds an existing record to the related list

Example: In theIncident Form, the "Affected CIs" related list has an "Add" button toassociate existing CIswith the incident.

3. "Edit" ButtonModifies existing relationships

Opens amulti-record selection view, allowing users toadd or remove multiple related records at once.

Example: EditingUser Rolesin theUser Formallows selectingmultiple rolesat once.

A. PublishIncorrect– "Publish" is used inKnowledge Managementfor articles, not related lists.

D. ManageIncorrect– There isno standard "Manage" buttonin Related Lists.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Related Lists Overview????Using Related Lists

ServiceNow Docs – Configuring Related Lists????Configuring Related Lists

Official ServiceNow Documentation References:

InServiceNow,Tagsallow users to categorize and quickly find records without modifying the database structure. They act aslabelsthat can be applied to records dynamically.

To add aTagsuch as "Special Handling" to anIncident record, follow these steps:

Open the Incident recordin the platform.

Click the More options (.,.) iconin the top-right corner of the record.

Select"Add Tag."

Type"Special Handling"andpress Enterto apply the tag.

Once applied, the tag will appear in theTagsfield of the record, making it easier for users tosearch and filter incidentswith similar labels.

B. On the Special Handling field, check the boxIncorrect– There isno standard "Special Handling" fieldin the Incident table that acts as a tag.

If such a field exists, it would be acustom fieldand not related toTagsfunctionality.

C. On the Tag field, select Special Handling from the choice listIncorrect– Tags arenot stored in a field with a choice list.

Tags areuser-defined labelsthat can be dynamically added using the "More options" menu.

D. Click on the Context menu, select Add Tag, type Special Handling, press EnterIncorrect– TheContext Menu(right-click menu) doesnot provide an option to add a Tag.

Tags are added using theMore options (.,.) icon, not the Context Menu.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Using Tags????How to Use Tags

ServiceNow Docs – Searching Records with Tags????Search and Filter with Tags

Official ServiceNow Documentation References:

Conclusion:The correct answer is:

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

This is thestandard way to add a Tagin ServiceNow without modifying any database fields.

TheAutomated Test Framework (ATF)is thebuilt-in testing frameworkin ServiceNow used totest applications, including Server-side scripts and logic.

Enablesautomated testing of ServiceNow applicationswithout manual effort.

Can testserver-sidescripts (e.g., Business Rules, Script Includes, and Workflows).

SupportsUI testingfor forms, lists, and portals.

Reduces testing time and enhancesrelease reliability.

ServiceNow is alow-code/no-codeplatform, so ATF provides aplatform-specifictesting tool.

ATF allowstest creation without coding, making it easy for administrators and developers to use.

Integrates with Continuous Integration (CI/CD) pipelinesto ensuresmooth updates.

Key Features of ATF:Why ATF is Used for Testing ServiceNow Applications?

A. Selenium →Incorrect

Seleniumis used forweb UI automation, but it isnot built into ServiceNow.

ATF is thepreferredtesting framework for ServiceNow applications.

B. Test Driven Framework (TDF) →Incorrect

No such frameworkcalled "Test Driven Framework" in ServiceNow.

TDD (Test-Driven Development)is asoftware development methodology, not a testing tool.

C. JUnit →Incorrect

JUnit is a Java-based testing frameworkused for Java applications.

ServiceNow scripts useJavaScript, not Java.

Why Other Options Are Incorrect?

Automated Test Framework (ATF)

Official ServiceNow Documentation Reference:

In ServiceNow, to modify the available choices for a choice field like "Priority" on a form, an administrator must use the"Configure Choices"option. This can be accessed by:

Right-clicking the field label (e.g., Priority).

Selecting"Configure Choices"from the context menu.

Adding, editing, or removing available choice values for that field.

This method ensures that only the available choices are displayed to users.The "Priority" field in a Catalog Task is a choice field, so modifying its options requires "Configure Choices".

InServiceNow, impersonation allows administrators toact as another userto troubleshoot, test permissions, or verify user experiences.

Tolog impersonation eventsin theSystem Log, the system property:

CopyEdit

glide.sys.log_impersonation

must beaddedand set totrue(true).

Key Features ofglide.sys.log_impersonation:Logswho impersonated whomin theSystem Log.

Capturestimestamp, user details, and session activity.

Helps withauditing and security compliance.

Navigate toSystem Definition > System Properties.

Search forglide.sys.log_impersonation.

If it doesn’t exist, create it:

Name:glide.sys.log_impersonation

Type:True/False

Value:true

Save the property and test impersonation.

How to Enable Impersonation Logging:

A. glide.user_setting →Incorrect

Not related to impersonation logging.

Deals withuser preferences and settings.

B. glide.sys.all_impersonation →Incorrect

No such property exists in ServiceNow.

D. glide.impersonation_setting →Incorrect

Incorrect property name; does not exist.

E. glide.sys.admin_login →Incorrect

Logsadmin logins, not impersonation events.

Why Other Options Are Incorrect?

Impersonating Users in ServiceNow

System Logs & Impersonation Tracking

Official ServiceNow Documentation Reference: