Free ServiceNow CSA Practice Exam with Questions & Answers | Set: 6

✔Access Control Lists (ACLs)in ServiceNow definewho can read, write, create, or delete recordsin the system. ACLs apply to tables, fields, and UI elements.

Option A (Role Assignment Rules)is incorrect because rolesgrantaccess but do not define granular security controls.

Option B (Scripted User Rules)is incorrect because there is no such feature in ServiceNow.

Option C (CRUD Rules)is incorrect becauseCRUD (Create, Read, Update, Delete) permissionsare enforced through ACLs.

Option D (User Authentication Rules)is incorrect because authentication rules controllogin access, not data access.

????Reference:ServiceNow Security & Access Control – ACLs & Security Rules

In ServiceNow, theDependency Viewprovides aninteractive graphical interfaceto visualizeConfiguration Items (CIs) and their relationships. It helps IT teams understand the dependencies between infrastructure components, applications, and services.

Graphical Representation of CI Relationships:

Displays Configuration Items (CIs) and their dependencies usinga dynamic, interactive visualization.

Useslines/arrowsto represent relationships such asdepends on, runs on, hosted by, etc.

Real-Time Impact Analysis:

Helps identifyhow an outage or change to one CI affects related components.

Useful forchange management, incident resolution, and troubleshooting.

Integration with CMDB (Configuration Management Database):

Dependency Views pull data from theCMDBand display it visually.

SupportsITSM (IT Service Management), ITOM (IT Operations Management), and IT Asset Management.

Supports Multiple Relationship Types:

Application-to-Application relationships

Infrastructure dependencies (e.g., servers, databases, cloud resources)

Business Services mapping to technical services

A. CSDM SchemaIncorrect – TheCommon Service Data Model (CSDM)is a framework for organizingCMDB data models, but it does not provide agraphical interfacefor visualizing dependencies.

B. Business Service MapIncorrect – Business Service Maps arepart of Service Mapping(ITOM feature), showinghigh-level business service dependencies, butDependency Viewprovides a more detailed, real-time interactive visualization ofCIs in CMDB.

D. CI Class MapIncorrect – The CI Class Map showsCMDB class structures, not live dependency relationships between CIs.

ServiceNow Docs – Dependency Views????Dependency Views Overview

ServiceNow Community – CMDB Best Practices????CMDB and Dependency Views

Key Features of Dependency View:Incorrect Answer Choices Analysis:Official ServiceNow Documentation References:Conclusion:The correct answer isC. Dependency Viewbecause it provides amodern interactive graphical interfaceto visualizeCIs and their relationshipsinCMDB.

In ServiceNow,groupsare stored in thesys_user_grouptable. This table definesgroups of userswho share common responsibilities, such asIT support teams, HR teams, or security teams.

Groups are used toassign roles and permissionsto multiple users at once.

Common groups includeService Desk, IT Support, Change Advisory Board (CAB), and HR teams.

Thesys_user_grouptable is linked tosys_user(Users) andsys_user_role(Roles).

B. Group [sn_sys_user_group]– No such table prefix (sn_) exists for user groups in ServiceNow.

C. User Group [user_groups]– Incorrect table name; ServiceNow follows thesys_naming convention.

D. User Groups [sn_user_groups]– Not a valid ServiceNow table.

E. Groups [sys_user_groups]– Incorrect pluralization; ServiceNow tables typically usesingular names(e.g.,sys_user_group).

ServiceNow sys_user_group Table Documentation

ServiceNow CSA Training Module:"User and Group Administration"

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

✔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

Scripts that run in thebrowser (client-side)help controlUI behavior, form validation, and field interactionsin real-time without needing a server request.

Types of Client-Side Scripts in ServiceNow:Client Scripts

Run directly in the user's browser.

Used for form validation, auto-populating fields, or UI interactions.

Example:

javascript

CopyEdit

functiononLoad() {

g_form.setValue('priority','2');

}

UI Policies

Controlfield visibility, mandatory status, and read-only statedynamically.

Example: Ifcategory = Hardware, makeSerial Number field mandatory.

B. Access Control Scripts →Incorrect

Access Control Lists (ACLs)runserver-side, not in the browser.

C. Script Includes →Incorrect

Script Includesrunserver-sideand are used for reusable functions and API logic.

D. Business Rules →Incorrect

Business Rulesalso run on theserver, not in the browser.

Why Other Options Are Incorrect?

Client Scripts Overview

UI Policies in ServiceNow

Official ServiceNow Documentation Reference:

In ServiceNow, lists allow users to view, filter, and group records dynamically. If you want to group records based on a particular column (e.g.,Category), you can use the"Group By"functionality.

A. On list Context Menu, select Group By > Category

TheList Context Menu(right-clicking anywhere in the list header) provides an option to group records by a specific column.

Selecting"Group By > Category"organizes records into expandable sections based on the selected field.

This is one of the quickest ways to group records in a list.

E. On the Category column title, click Context menu > Group By Category

Each column header in a list has its ownColumn Context Menu(accessible by clicking the three-line menu or right-clicking the column title).

Clicking“Group By Category”on theCategory columnwill instantly rearrange the list based on the values in that column.

B. On the Filter Menu, select Group By > Category

TheFilter Menuis used for setting up filters and conditions, but it doesnotprovide a "Group By" option.

It allows users to filter records but does not change the list structure.

C. Click Group On icon, select Category

There isno"Group On" icon in ServiceNow lists.

Grouping is done through context menus, not a dedicated "Group On" button.

D. On Navigator Filter, type tablename.group.category and press enter

TheApplication Navigator Filteris used for searching applications, modules, and tables—not for modifying list views.

Entering something likeincident.group.categorywill not perform a grouping action on a list.

In ServiceNow, aTaskis a fundamental record type that represents work that needs to be completed. Tasks can be assigned to users or groups, tracked through various states, and eventually marked asclosedwhen the work is completed.

Event (A)refers to a system-generated log of an occurrence (e.g., an email sent or a user action), but it is not a record that moves through states like a task.

Report (B)is used for analyzing and visualizing data but does not track work progress.

Flow (D)refers toFlow Designer flows, which automate processes but are not individual work items themselves.

Tasks are widely used across ServiceNow applications, such asIncident Management, Change Management, and Service Requests, to track and manage work.

????Reference:ServiceNow Platform Fundamentals – Task Management Concepts

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.

When working withHigh Security Settingsin ServiceNow (such assecurity_admin role), the systemtemporarily elevates your security privileges. To return tonormal admin security levels, the most effective way is tolog out and log back in.

Resets Elevated Security Permissions

Thesecurity_adminrole istemporarily assignedand will beremoved upon logout.

Logging out ensures that you return todefault admin security levels.

Prevents Unintended Access

If you remain inHigh Security Mode, you might makeunauthorized changes.

Logging outensures security compliance.

Best Practice in ServiceNow Security Administration

ServiceNow recommendslogging out after making security changestoavoid accidentally altering critical configurations.

Why Logging Out and Back In is the Correct Answer?

A. Use System Administration > Normal Security moduleIncorrect– No such module exists in ServiceNow.

B. Select Normal roleIncorrect– Youcannot manually remove thesecurity_adminrole. It expires uponsession logout.

D. Select Global Update SetIncorrect– TheUpdate Set selection does not affect security roles.

E. End impersonationIncorrect–Ending impersonation only applies when using the "Impersonate User" feature. It doesnot affect elevated security roles.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Managing High Security Settings????Elevating Security Roles in ServiceNow

ServiceNow Docs – Logging Out to Reset Security Roles????Best Practices for Security Admin Role

Official ServiceNow Documentation References:

Conclusion:The correct answer is:

C. Log out and back in

Logging outremoves elevated security roles, restoringnormal admin security levels.

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.