Free ServiceNow CSA Practice Exam with Questions & Answers | Set: 2

Tomodify the order of fields on a formin ServiceNow, you have two main options:

Form Layout(A - Correct Answer)

Navigation:Context Menu > Configure > Form Layout

Allows you to rearrange fields using a simplelist-based interface.

You can add, remove, or reorder fields quickly.

Form Design(C - Correct Answer)

Navigation:Right-click on the form header > Configure > Form Design

Opens adrag-and-drop interfacefor modifying form layout.

Provides more advanced customization options, including sections, tabs, and field arrangements.

B. Context Menu > Form > Layout

No such menu option exists in ServiceNow.

D. Context Menu > Configure > Form Designer

There is no direct"Form Designer"option in the context menu; instead, it's accessed viaConfigure > Form Design.

E. Right-click on header > Configure > UX Dashboard

UX Dashboard is used forUI pages, dashboards, and workspace configurations, not form layout changes.

Configuring Forms in ServiceNow

Using Form Designer

Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:

InFlow Designer, when an action is executed, its output (data) is stored as aData Pill. TheseData Pillscan be used insubsequent actionswithin the same flow.

Data Pillsrepresent pieces of data produced by previous steps in the flow.

They arevisually represented as draggable tokensin Flow Designer.

Users candrag and dropData Pills into fields of subsequent actions to dynamically use the stored data.

A"Create Record"action generates a new incident.

TheIncident Numberis stored as aData Pill.

A subsequent"Send Email"action can use thisIncident Number Data Pillin the email subject/body.

A. Field Icon– No such term exists in Flow Designer.

B. Field Value– Field values exist on forms but are not used for storing action data in Flow Designer.

D. Data Element– This is a general term but does not specifically refer to Flow Designer storage.

E. Data Trigger– A triggerinitiatesa flow but does not store action data.

ServiceNow Flow Designer – Data Pills

ServiceNow CSA Training Module:"Using Data in Flow Designer Actions"

What is a Data Pill?Example Scenario:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

Assignment Rulesin ServiceNow automaticallyassign tasks(such as incidents, service requests, or change requests) to theappropriate group or individualbased on predefined criteria.

Acritical, high-priority service requestis created.

TheAssignment Rulechecks conditions (e.g., priority, category, requester, etc.).

The systemassignsthe request to the correctassignment group or individual.

How Assignment Rules Work:Example Scenario:

If an incident isPriority 1 (P1)and the category isNetwork, an assignment rule canautomatically route it to the "Network Support" group.

A. User Policy

No such feature exists in ServiceNow for task assignments.

B. UI Policy

UI Policies controlform behavior (visibility, field conditions, etc.), not assignment logic.

C. Predictive Intelligence

Predictive Intelligence usesmachine learningto suggest assignments, butAssignment Rulesare the primary mechanism for automatic task allocation.

TheVirtual Agentin ServiceNow provides a conversational messaging interface that allows users to interact with the system via chatbots. One of its key capabilities is deliveringknowledge articlesin response to user queries, enhancing self-service support.

????Why Virtual Agent?

Virtual Agent usesNatural Language Understanding (NLU)to understand user questions and deliverknowledge articlesas part of its automated responses.

It can interact throughServiceNow’s messaging interfaceslike Microsoft Teams, Slack, and Service Portal chat.

Virtual Agent integrates with theKnowledge Managementsystem, providing users with relevant knowledge articles based on their inquiries.

????Incorrect Options Explained:

A. Agent Assist– This feature helps support agents by recommending knowledge articlesinside agent workspacesbut is not aconversational interfacefor end-users.

C. Now Messenger– This does not exist as a ServiceNow product or feature.

D. Connect Agent– There is no specific feature called "Connect Agent" in ServiceNow.Connect Chatis a real-time messaging tool but does not provide automatic knowledge articles.

????Reference:

Virtual Agent Overview – ServiceNow Docs

Virtual Agent and Knowledge Integration

In ServiceNow,form personalizationallows users to customize the visibility and arrangement of fields on a form. To restrictform personalizationto theadminrole, you must configure theglide.ui.personalize_form.rolesystem property.

Navigate to:sys_properties.list(System Properties).

Find the property:glide.ui.personalize_form.role.

Set the value to:admin.

Save the changesand refresh the instance.

Steps to Enable Personalization for Admin Only:This ensures thatonly users with the "admin" rolecan personalize forms.

A. Navigate to sys_form_properties.list and set glide.ui.enable_personalize_form.admin to true.

The propertyglide.ui.enable_personalize_form.admindoes not existin ServiceNow.

B. Navigate to Context Menu > Configure > Form Layout and select 'Enable Personalization'.

There isno such optionin "Form Layout" settings.

C. Navigate to Context Menu > Configure > Table and add the role 'Admin' in the 'Available User' list box.

This modifies table permissions butdoes not control form personalization.

ServiceNow Personalization System Properties

ServiceNow CSA Training Module:"Customizing Forms and System Properties"

Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

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)

InServiceNow, thetasktable is the parent tablefor many ITSM processes, includingincidents, problems, changes, and requests.

taskis a Parent Table

Thetasktableis abase tablethat containscommon fieldsshared by multiple process tables.

Fields likeShort Description, Assignment Group, Assigned To, and Stateexist intaskand areinherited by its child tables.

incidentTable Extendstask

Theincidenttableinherits fields from thetasktable, addingincident-specific fieldssuch as:

Impact

Urgency

Priority

This extension allowsincidents to share common workflow actionswith other task-based tables.

Why is "Incident Table is Extended from Task Table" the Correct Answer?

Hierarchy Example:Table Name

Extends From

Purpose

task

(Base Table)

Parent table for task-related records.

incident

task

Stores incidents (support issues).

problem

task

Stores problems (root cause analysis).

change_request

task

Stores change requests.

A.incidenttable has a many-to-many relationship with thetasktable.Incorrect– Theincidenttableextendstask(inheritance), but they donot have a many-to-many (M2M) relationship.

B.incidenttable has a one-to-many relationship with thetasktable.Incorrect–incidentdoes not own multiple tasks; rather,it is a child oftask.

D.incidenttable is related to thetasktable via the INC number.Incorrect– The"INC" number is just a record identifier, not thebasis of the relationshipbetweenincidentandtask.

E.incidenttable is a database view of thetasktable.Incorrect– Adatabase view(DB View) isa virtual table combining data from multiple tables, butincidentis aphysical table that extendstask.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Understanding Table Extensions????How Tables Extend in ServiceNow

ServiceNow Docs – Task Table and its Extensions????ServiceNow Task Table Overview

Official ServiceNow Documentation References:

Conclusion:The correct answer is:

C.incidenttable is extended from thetasktable.

Theincidenttable inherits fields from thetasktable, making ita specialized version of a taskin ServiceNow.

To display reminder messages or alerts to users as they interact with forms in ServiceNow, Client Scripts are used. Specifically, an onSubmit Client Script can be configured to display a message or perform validation just before the form is submitted by the user. This script runs on the client (browser) and can prevent submission or prompt the user with informational messages.

Business Rules execute on the server and cannot directly interact with the user interface in real-time. Policies and Data Policies enforce data consistency but do not provide user messages or reminders during form submission.

Therefore, the Client Script is the correct mechanism to display a reminder message dynamically as the incident is submitted.

In the ServiceNow Configuration Management Database (CMDB), the mechanism that enables the tracing of connections between different Configuration Items (CIs) is Relationships.

1. The Role of Relationships in CMDB:

The CMDB is not just a flat list of assets; its true power lies in its ability to map how different components interact. A Relationship defines the dependency or connection between two CIs. For example, a "Web Server" CI might run on a "Linux Server" CI, and an "Email Service" might depend on that "Web Server."

2. The cmdb_rel_ci Table:

Technically, these connections are stored in a specific table called the CI Relationship table (cmdb_rel_ci). This table acts as a bridge, storing three key pieces of information for every connection:

Parent: The upstream item (e.g., the Service or Application).

Child: The downstream item (e.g., the Server or Database).

Type: The nature of the connection (e.g., "Runs on," "Depends on," "Hosted on," "Members of").

3. Dependency Views:

While the Relationship is the underlying data enabler, ServiceNow visualizes these relationships using Dependency Views (formerly known as Business Service Management or BSM maps). Dependency Views use the relationship data to graphically display the infrastructure. By looking at a Dependency View for a Server, you can trace the lines (relationships) upward to see exactly which Business Services will be impacted if that Server goes down.

4. Why the other options are incorrect:

Transform Map: This is a component of the Import Set process. It is used to map source data (from a spreadsheet or XML) to target fields in a ServiceNow table during data import. It does not define infrastructure dependencies.

Automapping Utility: This is not a standard ServiceNow architectural term. While ServiceNow has a "Service Mapping" product that automates the discovery of relationships, "Automapping Utility" is not the specific feature name, nor is it the fundamental element that enables tracing.

Service Tracer: This is a fictitious term and does not exist in the ServiceNow platform.

In ServiceNow, when viewing alist view, you can easily filter out specific values byright-clicking on the field value and selecting "Filter Out". This action dynamically updates the filter to exclude records with that value.

Navigate to theIncident List.

Locate a record withState = Resolved.

Right-clickon the "Resolved" value in theStatecolumn.

Select"Filter Out"from the context menu.

The list automatically refreshes, showing only incidentsexcluding "Resolved".

A. On the list of records, locate the right-click on the Resolved value, select Exclude.

"Exclude" isnot an optionin the ServiceNow list filter menu. The correct option is"Filter Out".

B. Click Funnel icon, click AND, Select Resolved, is Not State click Run.

Thefunnel iconopens the filter panel, but this answer is unnecessarily complex.Right-clicking and filtering out is faster.

C. On state column title, right-click, select Filter Out > Resolved.

Youcannot right-click the column titleto filter out a specific value; you must right-click on aspecific field value.

D. On Search, select State, type not Resolved, press enter.

The correct syntax in the filter bar is "State != Resolved", butright-clicking is a more user-friendly method.

ServiceNow Filtering and List Views

ServiceNow CSA Training Module:"Working with Lists and Filters"

Steps to Exclude Incidents with the State "Resolved":Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation: