Free ServiceNow CSA Practice Exam with Questions & Answers | Set: 10

In ServiceNow,User Criteriais thebest methodfor controllingwho can see or request catalog items. To ensure that onlyHR Department Managerscan view the service catalog item, we need to applyUser Criteriaby adding theDepartment Manager group.

Navigate toService Catalog > Catalog Items.

Open the specific catalog item.

Scroll down to theAvailable Forsection.

ClickEditand selectUser Criteria.

Add theDepartment Manager group.

Save the changes.

Steps to Restrict Catalog Item Visibility Using User Criteria:????Effect:Only users in theDepartment Manager groupwill be able to see and request this catalog item.

Incorrect Answer Choices Explanation:A. Specify the Dept_Mgr role on the catalog content block

Rolescontrol system permissions but are not used tofilter visibilityof catalog items.

C. Add the Department Manager group to the catalog item’s ACL

Access Control Lists (ACLs)restrict who canmodifya catalog item but do not control visibility.

D. Only publish the item in the HR service catalog

Publishing an item in a specificcatalogdoes not restrict access to a specificuser group.

E. Use a Dept_Mgr ACL on the HR service catalog

ACLs arenot the correct approachfor managing catalog item visibility;User Criteriais the best practice.

ServiceNow User Criteria for Service Catalog

Restricting Access to Service Catalog Items

Official CSA Documentation Reference:

To translateService Catalog itemsinto multiple languages in ServiceNow, theTranslation Framework plugin (com.glide.translation_framework)must be activated. This plugin enablesautomatic translation of text fields, including:

Service Catalog items

Knowledge Base articles

Field labels

UI components

Providesmulti-language supportfor catalog items.

Usesmachine translation or manual translation mapping.

Works with theServiceNow Language Packsto provide localized experiences.

Key Features of the Translation Framework Plugin:

TheTranslation Framework plugin (com.glide.translation_framework)is specifically designed to supportmulti-language content translationfor the Service Catalog.

It allows translation of catalog item descriptions, labels, and options without custom scripting.

Why "B. Translation Framework Plugin" is the Correct Answer?

A. Localization Framework Plugin (com.glide.localization_framework) – Incorrect

This plugin helps withlocalization settingsbut is not specifically for catalog item translation.

C. Multiple Language Framework Plugin (com.glide.multiple.language_framework) – Incorrect

No such plugin exists in ServiceNow.

D. Language AI Framework Plugin (com.glide.language.ai_framework) – Incorrect

This is not a valid ServiceNow plugin.

Explanation of Incorrect Options:

ServiceNow Docs: Translation Framework Plugin

ServiceNow CSA Study Guide – Multi-language Support

ServiceNow Product Documentation: Translating Service Catalog Items

References from Certified System Administrator (CSA) Documentation:

In ServiceNow, theApplication Navigatorallows users to browse and accessApplications and Modules. Toexpand or collapsethe Application Navigator, users interact with theApplication Menu icon (☰), commonly known as the "Hamburger" menu.

Locate thethree-line "Hamburger" icon (☰)at the top-left of theApplication Navigator.

Double-clickorsingle-clickto expand/collapse the list of applications and modules.

A. Star(Incorrect)

TheStar icon (⭐)representsFavorites, allowing users to mark frequently used modules for quick access.

B. Clock(Incorrect)

TheClock icon (⏱️)is forRecently Viewed Items, showing the user's most recent navigations.

D. Funnel(Incorrect)

TheFunnel icon (????)is afilterused to refine search results or application lists, not to expand/collapse the navigator.

Navigating the Application Menu:https://docs.servicenow.com/en-US/bundle/utah-platform-user-interface/page/administer/navigation-and-ui/concept/c_NavigationAndTheUserInterface.html

How to Expand/Collapse Applications & Modules:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:

TheFilter Navigatorin theApplication Navigatoris a powerful search tool inServiceNowthat allows users toquickly find applications and modulesby typing keywords instead of manually browsing through the navigation menu.

Quick Navigation:

Users can type thename of an application or moduleto locate it instantly.

Example: Typing"incident"in the Filter Navigator will show links to"Create New Incident," "All Incidents," "Open Incidents," etc.

Dynamic Filtering:

The list of applications and modulesdynamically updatesas you type.

Helps users findrelevant sectionswithout scrolling through the full menu.

Keyboard Navigation Support:

Users canuse the keyboard (arrow keys and Enter)to navigate through the filtered results.

Time-Saving Feature:

Reduces the need toexpand and collapse menus manually.

Especially useful fornew users or users working across multiple modules.

Key Functions of the Filter Navigator:Why Option B is Correct?The Filter Navigator is specifically designed to help users quickly search and navigate to applications and modules.

Why Other Options Are Incorrect?A. Filter applications in order of use→ Incorrect

The Filter Navigatordoes not sort applications by usage; it simply filters based on text input.

C. Collapse and expand applications→ Incorrect

Expanding/collapsing applications is donemanually, but the Filter Navigator is purely forsearching and filtering.

D. List applications in order of Top Requests→ Incorrect

The Filter Navigatordoes not rank applicationsby usage or requests. It onlyfiltersbased on search input.

ServiceNow Docs – Using the Filter Navigatorhttps://docs.servicenow.com

ServiceNow Learning – Application Navigator and UI Features

References from Certified System Administrator (CSA) Documentation:

InServiceNow (and databases in general), data is stored intables, which consist of:

Columns (Fields):Representindividual data attributes(e.g., Name, Email, Status).

Rows (Records):Representindividual entriesin the table (e.g., a specific Incident or User).

Key Concepts:Table

Columns (Fields)

Rows (Records)

Incident

Number, Caller, Priority, Description

Each unique incident entry

User

Name, Email, Role, Department

Each individual user record

A column represents a single field (data attribute), such as "Priority" or "Short Description."

A row represents a record (entry in the table), such as an individual incident or user.

A. A column is a field in the database and a record is one user→Incorrect

Records are not limited to users; a record could be an Incident, Change, or any other entry.

C. A column is one field and a record is one column→Incorrect

Arecord is not a single column; a record consists of multiple fields (columns).

D. A column contains data from one user and a record is one set of fields→Incorrect

Columns contain data for all users/records, not just one user.

A record is one row, not just a set of fields.

Why is "B. A column is one field and a record is one row" the Correct Answer?Why the Other Options Are Incorrect?

ServiceNow Docs: Understanding Tables and Fieldshttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/metadata/concept/c_TablesAndFields.html

References from Certified System Administrator (CSA) Documentation:

InServiceNow, agroupis acollection of userswho share common responsibilities, such as handling incidents, approvals, or service requests.

Groups are stored in thesys_user_grouptable

Eachgroupis arecord in thesys_user_grouptable, which manages user access and permissions.

Example: The "Service Desk" group (sys_user_grouprecord) may contain multiple IT support users.

Groups are used for role assignments

Instead of assigning roles directly to users,roles are assigned to groupsfor easier access management.

Groups can be used for approvals and task assignments

Groups are often assigned to handleapproval workflows, incident resolution, and change management tasks.

A. A group is one record stored in the Group Type [sys_user_group_type] table(Incorrect)

Thesys_user_group_typetable is used for categorizing groups,not storing actual group records.

C. A group defines a set of users that share the same location(Incorrect)

Incorrect: Groups arenot location-based; they are used fortask assignments, approvals, and permissions.

D. A group defines a set of users that share the same job title(Incorrect)

Incorrect: Users with the same job titlemay belong to different groupsbased on their responsibilities.

Key Details About Groups in ServiceNow:Why Other Options Are Incorrect?

Groups in ServiceNow

Managing User Groups

User and Group Management

ServiceNow User and Group Administration

References from ServiceNow CSA Documentation:Final Verification:Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.

InServiceNow, anUpdate Setis a mechanism used tocapture customizationsmade in an instance andmove them to another instance(e.g., from development to production). However, certain elements arenot included in an Update Set by default.

Homepages (A) –Correct

Homepages are stored asuser-specific or global content, and they are not included in update sets by default.

To migrate them, you need tomanually export/importthem or use thesys_portal_page_settable.

Data (B) –Correct

Update Setsdo not include actual data, such as incident records, user records, or CMDB data.

Onlyconfiguration changes(like fields, forms, and workflows) are captured.

Data migration must be handled separately usingData Export or Integration methods.

Published Workflows (C) –Correct

Once a workflow ispublished, it is stored as a runtime instance and not automatically included in an Update Set.

To capture it, you mustmanually updatethe workflow before moving it in an Update Set.

Report Definitions (H) –Correct

Reports and their configurations are not automatically included in Update Sets.

You mustmanually include themby marking them as "Captured in Update Set."

D. Business Rules(Captured in Update Sets)

E. Schedules(Captured in Update Sets)

F. Database changes(Captured in Update Sets)

G. Related Lists(Captured in Update Sets)

I. Scheduled Jobs(Captured in Update Sets)

J. Client Scripts(Captured in Update Sets)

K. Views(Captured in Update Sets)

ServiceNow Update Sets Overview:https://docs.servicenow.com/en-US/bundle/utah-application-development/page/build/system-update-sets/concept/c_UpdateSets.html

ServiceNow Update Set Best Practices:https://docs.servicenow.com/en-US/bundle/utah-application-development/page/build/system-update-sets/concept/update-set-best-practices.html

Items NOT Included in Update Sets (By Default):Items That ARE Included in Update Sets (By Default):Official References from Certified System Administrator (CSA) Documentation:

When usingHigh Security Settingsin ServiceNow, administrators often gaintemporary elevated privileges. To revert to normal security levels, they mustlog out and back into refresh their session.

High Security Settingsprovide elevated security configurations and mayoverride standard role-based access controls.

Logging outclears any temporary security settingsand restores normal administrator privileges.

This is therecommended practiceafter making security changes.

Why is Option B Correct?

Why Are the Other Options Incorrect?A. Select Normal role

Incorrectbecausethere is no "Normal" rolein ServiceNow.

C. Use System Administration > Normal Security module

Incorrectbecausethere is no "Normal Security" modulein ServiceNow.

D. Select Global Update Set

Incorrectbecause Update Sets controlcustomizations and configurations,not security settings.

E. End Impersonation

Incorrectbecause ending impersonation onlyswitches back to the admin accountif you were impersonating a user.

Itdoes not resetsecurity settings from High Security Mode.

ServiceNow CSA Guide - High Security Settings

ServiceNow Best Practices - Managing Security Configurations

References to Official Certified System Administrator (CSA) Documentation:

InServiceNow's System Import Sets, administrators canimport data from external sources(such as CSV, Excel, or databases) intoany tablewithin the platform usingTransform Maps.

ATransform Mapdefines how data from an Import Set table is mapped to fields in atarget table (destination table).

Administrators can select any tablein the system as the destination, including bothstandard and custom tables.

Thedestination table is not limitedto Task-related tables (Incident, Problem, Change, etc.).

Users can also applycoalesce rulesto determine if records should be updated or inserted during the transformation.

ServiceNowallows administrators to select any tableas the destination when setting up a Transform Map.

This includes standardITSM tables (Incident, Problem, Change, Task, Service Catalog)as well ascustom tablescreated by administrators.

There areno restrictionson which table can be a destination.

A. "The Task table is the only table that can be a destination"→Incorrect

TheTasktable is widely used, but it isnot the only tablethat can receive imported data.

B. "Only Incident, Problem, Change, Task, and Service Catalog tables can be destinations"→Incorrect

These are common ITSM tables, butany table in the systemcan be selected as a destination.

C. "Only the Incident, Problem, and Change tables can be destinations"→Incorrect

This istoo restrictivebecause other tables, including custom ones, can also be used.

Navigate to:System Import Sets > Create Transform Map

Select the Import Set Tableas thesource.

Choose any available tablein ServiceNow as thedestination.

Definefield mappingsbetween the source and target table.

Configurecoalesce rulesto update or insert records.

ServiceNow Docs: Creating and Using Transform Mapshttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/import-sets/concept/c_TransformMap.html

ServiceNow CSA Official Training Guide (Import Sets & Data Management)

Key Points About Transform Maps & Data Import:Why is "D. Any ServiceNow table" the Correct Answer?Why the Other Options Are Incorrect?How to Configure a Transform Map in ServiceNow?References from Certified System Administrator (CSA) Documentation:This confirms thatany ServiceNow tablecan be adestination tablefor imported data when using Transform Maps inSystem Import Sets.

AUI Policyis the preferredno-codeapproach in ServiceNow to dynamically control themandatory, read-only, or visibilitystate of form fields based on specified conditions. Unlike Client Scripts, which require JavaScript coding, UI Policies provide aneasy-to-configure, rule-based solution.

They allow administrators tocontrol form behaviorwithout scripting.

They arefaster and more efficientthan Client Scripts.

Theyrun on the client-side, meaning changes occur dynamically as users interact with the form.

Defineconditions(e.g., "Priority is High").

Setactions(e.g., make "Due Date" mandatory, read-only, or hidden).

Apply the UI Policy to the form automatically when the condition is met.

A. UI Action→ UI Actions create buttons, links, or context menu items; they do not control form fields.

B. Client Script→ While Client Scripts can achieve similar functionality, they require JavaScript coding, making them alow-coderather than ano-codesolution.

C. UI Script→ UI Scripts are reusable JavaScript libraries, not designed for controlling form fields.

D. UI Rule→ No such feature exists in ServiceNow.