Free ServiceNow CSA Practice Exam with Questions & Answers | Set: 13

Thethree-bar iconin theForm headerof ServiceNow is commonly referred to as theHamburger icon. It provides access toadditional form actionsthrough acontext menu.

Opens adrop-down menuwith options such as:

Configure Form Layout

Configure Form Design

Insert and Stay

View History

Export Options

Helps users accessquick actionswithout navigating away from the form.

The icon consists ofthree horizontal lines, resembling ahamburger(bun-patty-bun).

This naming convention is widely used in web and mobile UI design.

Functions of the Hamburger Icon in ServiceNow:Why is it Called a "Hamburger Icon"?

Incorrect Answer Choices Explanation:A. Pancake Icon– No such term exists in ServiceNow UI terminology.

B. Additional Actions or Context Menu– While the icondoesprovide additional actions, "Context Menu" refers to right-click options or three-dot menus, not the three-bar menu.

D. Cake Icon– No such UI term exists in ServiceNow or general UI design.

Understanding the ServiceNow Form Header

ServiceNow UI Overview

Official CSA Documentation Reference:

InServiceNow, thepersonal_listrole allows users toadd or remove fields from a list viewwithout requiring full administrator privileges.

Modify List Layout (Columns & Fields)

Users canadd, remove, or rearrange columnsin list views.

Save Personal List Preferences

Customizations applyonly to the user, unless they have additional permissions to modify system-wide settings.

Does NOT Allow System-Wide Changes

Unlike theadminrole,personal_listonly affectspersonal viewsof lists, not global configurations.

A. personalize.control(Incorrect)

No such role exists in ServiceNow.

C. ui_page_admin(Incorrect)

This role allows users tomanage UI Pages, but it does not provide list customization permissions.

D. ui_action_admin(Incorrect)

This role is used tomanage UI Actions(buttons, links, and client-side scripts), not list view configurations.

Key Capabilities of thepersonal_listRole:Why Other Options Are Incorrect?

Role-Based List Customization

ServiceNow List Personalization

User Roles and Permissions

ServiceNow User Roles

References from ServiceNow CSA Documentation:

InServiceNow Incident Management,work notesare used to capturetechnical and internal updatesfor an incident. These notes arestored in the Activity Logwhenever the incident is saved.

TheWork Notesfield is used forinternal communicationamong support teams.

When an incident is updated and saved,all work notesareappended to the Activity Log(a complete history of the incident).

The Activity Log provides achronological recordof all changes, includingwork notes, field updates, and system-generated messages.

Understanding Work Notes and the Activity Log:Why Option A is Correct?"All Work Notes field text is recorded in the Activity Log"– This is correct because every time an incident is saved, the Work Notesare appended to the Activity Log.

Why Other Options Are Incorrect?B. Work Notes field text is overwritten each time work is logged→ Incorrect becauseWork Notes are appended, not overwritten. Previous work notes remain visible in the Activity Log.

C. Impact is calculated by adding Priority and Urgency→ Incorrect becauseImpact, Urgency, and Priorityare independent fields, thoughPriorityis determined based onImpact + Urgencyvia business rules.

D. Additional Comments are cleared and recorded in Work Notes→ Incorrect becauseAdditional Comments(for customer-facing communication) andWork Notes(for internal teams) areseparate fields. Additional Comments are not cleared upon save.

ServiceNow Docs – Incident Management: Work Notes and Activity Loghttps://docs.servicenow.com

ServiceNow Learning – Understanding the Incident Activity Stream

ServiceNow Best Practices – Internal vs. External Communication in Incidents

References from Certified System Administrator (CSA) Documentation:

In ServiceNow Flow Designer, anApplication-based triggeris used to initiate a flow based on events from a specific application. Before using an application-based trigger, you must ensure that the necessaryapplication spokeand any requiredplug-insare activated.

Application Spokes:

Spokes are pre-built integration modules that allow Flow Designer to interact with different applications within ServiceNow.

Each application that provides triggers typically has its own spoke.

Plug-ins:

Some application spokes rely on additional plug-ins for full functionality.

These plug-ins must be enabled before the application-based triggers can be used.

A. Activate application trigger spoke→ Incorrect

There is no generic "Application Trigger Spoke." Instead, each application has its own spoke that must be enabled.

B. Activate trigger security rules→ Incorrect

Security rules govern access to triggers, but they do not enable the functionality of application-based triggers.

D. Assign Application trigger role [sn_app_trigger_write] to SME→ Incorrect

Roles likesn_app_trigger_writemay provide permissions but do not activate the trigger itself.

E. Activate application plugins only→ Incorrect

While plug-ins may be necessary, you also need to activate the corresponding spoke.

Afilter conditionin ServiceNow consists of three essential components that define how data is filtered in lists, reports, and queries. These components determine which records meet specific criteria.

Column (D)– Represents thefieldin the table that is being filtered (e.g., "Priority" in theincidenttable).

Operator (A)– Defines the comparison method, such asis, contains, starts with, greater than, etc.

Value (C)– Specifies thecriteriaused for filtering (e.g., "High" for Priority).

Components of a Filter Condition:Example of a Filter Condition in an Incident Table:PriorityisHigh

Column:Priority

Operator:is

Value:High

B. Match Criteria→ Not a defined component; filtering is based on column, operator, and value.

E. Field→ While "Field" is a general term,ServiceNow officially uses "Column"in filter conditions.

In ServiceNow,Priorityis achoice field, meaning it has predefined values (e.g., 1 - Critical, 2 - High, etc.). If a customer wants to change the values to displayP1, P2, P3, P4consistently across all tasks, you must modify thechoice list valuesfor the Priority field.

Right-click on the Priority fieldin the Incident form.

Select“Show Choices”from the context menu.

In theChoice List Entriestable, modify theLabelvalues to match the internal terminology (P1, P2, P3, P4).

Ensure that the changes applyto all Task-related tables(such as Incident, Change, and Problem).

The“Show Choices”option displays the choice list for that specific field, allowing modifications to the values displayed in the dropdown.

This ensures consistency across all records using thePriorityfield.

A. Configure Lists:Configures list views,not choice field values.

B. Show Options:Not a valid option in ServiceNow for modifying choice fields.

C. Configure Task:Configures the task table settings,not choice list values.

E. Show Choice List:Not a valid ServiceNow menu option.

F. Configure Options:Not a valid option in ServiceNow for modifying choice fields.

Modifying Choice Lists in ServiceNow:ServiceNow Docs

How to Customize Dropdown Fields in ServiceNow

Steps to Modify the Priority Field Choices:Why is the Correct Answer "Show Choices"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:Using“Show Choices”, administrators can updatechoice valueswhile preserving the existingbackend values, ensuring consistency in workflows and reports.

Access Control rules in ServiceNow define who cancreate, read, write, or deleterecords in a table or specific fields. These rules are applied at thetable or field leveland follow a specificnaming convention:

TableName.FieldName

Naming Convention for Access Control Rules:

If an Access Control rule applies to a specifictable, its format isTableName(e.g.,incident).

If it applies to a specificfield, it followsTableName.FieldName(e.g.,incident.major_incident).

Major Incident is a field in the Incident table:

Theincidenttable represents the ITSMIncident Management module.

Major Incidentis aspecific fieldwithin theincidenttable.

To apply anAccess Control Ruleto this field, the rule name must beincident.major_incident.

A. Incident.Major_Incident:Incorrect because ServiceNow Access Control rulesdo not use uppercase table or field names—they are alwayslowercase.

B. incident=>major_incident:Incorrect syntax—ServiceNow does not use=>in Access Control names.

C. incident<=>major_incident:Incorrect syntax—ServiceNow does not use<=>in rule naming conventions.

D. incident||major_incident:Incorrect syntax—ServiceNow does not use||(logical OR) in Access Control naming.

ServiceNow Access Control Rules Guide:ServiceNow Docs

How to Create and Manage Access Control Rules in ServiceNow

Why is the Correct Answer "incident.major_incident"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:By usingincident.major_incident, we correctly definefield-level securityfor theMajor Incidentfield in theIncident table.

TheCommon Service Data Model (CSDM)is a framework provided by ServiceNow that ensures your application's data correctly maps to theConfiguration Management Database (CMDB)tables. It standardizes howconfiguration items (CIs), services, and relationshipsare structured within the CMDB.

Standardized Data Model:Ensures consistent and correct CMDB data structuring.

Alignment with CMDB Best Practices:Helps businesses align their IT assets, services, and business functions effectively.

Better Service Mapping:Provides structured relationships between business services and their technical components.

Compliance & Governance:Ensuresdata integrityby enforcing best practices for CMDB population.

Key Functions of CSDM:

Incorrect Answer Choices Explanation:B. Service Mapping Utility (SMU)– Service Mapping is used fordiscovering and mapping dependenciesbut is not a data model framework.

C. Service Schema Map (SSM)– No such official term exists in ServiceNow documentation.

D. CMDB Class Manager (CMDBCM)– This is a tool used tomanage CI classesbut does not define a data model framework like CSDM.

E. CI Class Manager (CICM)– Incorrect term; CMDB Class Manager is used for CI class hierarchy management, not for mapping applications to CMDB tables.

ServiceNow Documentation: Common Service Data Model (CSDM)CSDM Overview

ServiceNow CMDB Best PracticesCMDB and CSDM Alignment

Official CSA Documentation Reference:

In ServiceNow, every record in a table has a unique 32-character identifier calledsys_id. This ID uniquely identifies a record and is stored in thesys_id fieldfor every table.

sys_id is a globally unique identifierassigned to every record in ServiceNow.

It is a 32-character hexadecimal string, ensuring uniqueness across instances.

It remains constant for a record, even if other fields in the record are modified.

sys_id is used in API calls, reference fields, and update setsto track records across environments.

A. sn_rec_id:No such field in ServiceNow.

B. rec_id:Not a valid field in ServiceNow.

C. u_id:Not a standard ServiceNow field. Custom fields may use "u_" prefix butu_id is not a system field.

E. sn_gu_id:No such field in ServiceNow.

F. sn_sys_id:No such standard field in ServiceNow.

G. id:Generic term, but not a standard field in ServiceNow.

ServiceNow Data Model and sys_id Explained: ServiceNow Docs

sys_id Best Practices for Data Management

Why is the Correct Answer "sys_id"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:Thesys_idis crucial for tracking and managing records efficiently in ServiceNow and plays a key role in integrations, workflows, and automation.

InServiceNow,Visual Task Boards (VTBs)provide aKanban-style interfaceto manage and track work. There arethree main typesof Visual Task Boards, but "Feature"is notone of them.

Freeform Board (Valid Type)

Manually created boards wherecards can be moved freelywithout predefined conditions.

Users canadd and organize tasks as needed.

Example: Personal task management.

Guided Board (Valid Type)

Createdfrom a list viewandlinked to a ServiceNow table(e.g., Incident, Change, Task).

Cards on the boardautomatically updatebased on conditions.

Example: Managing Incidents or Change Requests.

Flexible Board (Valid Type)

Similar toGuided Boards, but allows users tomanually reordertasks within lanes.

Offers moreflexibilitywhile still being linked to a data source.

Example: Sprint Planning or ITSM Workflows.

"Feature" is NOT a Visual Task Board type in ServiceNow.

ServiceNow does use the term"Feature"in Agile Development (for tracking high-level product functionalities), but it is not related to VTBs.

Types of Visual Task Boards in ServiceNow:Why is "Feature" Incorrect?

Why Other Options Are Correct?Guided, Flexible, and Freeformare thethree valid typesof Visual Task Boards in ServiceNow.

Visual Task Boards Overview

ServiceNow Visual Task Boards

Types of Visual Task Boards

Creating and Using VTBs

References from ServiceNow CSA Documentation: