Free ServiceNow CSA Practice Exam with Questions & Answers | Set: 7

InServiceNow,UI Actionsare used to addinteractive elementslikebuttons, links, and context menu itemsto forms and lists. They can triggerscripts, workflows, or other actionswhen clicked.

Form Buttons– Buttons that appear on a form (e.g.,Save, Update, Resolve Incident).

List Buttons– Buttons that appear in a list view and perform actions on multiple records.

Related Links– Links that appear in theRelated Linkssection of a form and provide quick navigation or actions.

Common Types of UI Actions:SinceForm Buttons, List Buttons, and Related Linksare alltypes of UI Actions, they arevalid UI Actions.

Search is a built-in system functionalitythat allows users to find records but doesnot involve UI Actions.

UI Actionsexecute predefined actions, whereasSearch simply retrieves and filters data.

ServiceNow search functions (Global Search, List Search, and Quick Search)arenot part of UI Actions.

B. Form Buttons→Valid UI Action

Appears on forms (e.g.,Submit, Save, Update).

C. List Buttons→Valid UI Action

Used in list views for bulk actions (e.g.,Close All, Approve Selected).

D. Related Links→Valid UI Action

Provides quick links in forms (e.g.,View CI Details, Reopen Ticket).

ServiceNow Docs: UI Actions Overviewhttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/form-administration/concept/c_UIActions.html

ServiceNow CSA Official Training Guide (UI Actions & User Interface Customization)

Why "Search" is NOT a UI Action?Why the Other Options Are UI Actions?References from Certified System Administrator (CSA) Documentation:

AnUpdate SetinServiceNowis a mechanism for capturing and migratingcustomizations and configurationsfrom one instance to another (e.g.,Development → Test → Production).

What is Captured in an Update Set?Update Sets recordconfiguration changes, such as:

Tables & Database Schema Changes(e.g., new tables, modified fields)

Form Layout & UI Changes(e.g., changes in form views, UI policies)

Schedules(e.g., Scheduled Jobs, Business Rules with scheduled actions)

Client Scripts(e.g., JavaScript running on the client side)

Business Rules, UI Actions, UI Policies

Workflows, Script Includes, ACLs (Access Control Rules)

Email Notifications, Dictionary Entries, Application Menus

What is NOT Captured in an Update Set?Data Records (e.g., Incident, Change Request, CMDB data)

Group Memberships & User Data

System Properties (some properties may require manual migration)

Attachments & Scheduled Reports

B. Changes made to tables, forms, views, and fields(Incorrect)

Views and Fieldsare part of UI changes, butschedules and client scriptsare also included in Update Sets, makingOption A more complete.

C. Changes made to tables, forms, Business Rules, and data records(Incorrect)

Data records (actual table entries like incidents or change requests) are NOT captured in Update Sets.

D. Changes made to tables, forms, groups, and configuration items (CIs)(Incorrect)

Groups and CIs (CMDB data) are considered data and are NOT included in Update Sets.

Instead,CIs should be migrated using Import Sets or CMDB data export/import.

Why Other Options Are Incorrect?

Understanding Update Sets

Update Sets Overview

What Gets Captured in Update Sets?

Best Practices for Using Update Sets

References from ServiceNow CSA Documentation:

InPerformance Analytics (PA),long-term signalsarekey performance indicators (KPIs) that help organizations make data-driven decisions for sustained workflow stability. These KPIs providetrends over time, allowing businesses to analyze patterns, predict future performance, and optimize workflows for efficiency.

Track Trends Over Time→ Identify slow-moving changes and patterns.

Support Predictive Analysis→ Help in making data-driven strategic decisions.

Reduce Unplanned Changes→ Avoid reactive decisions by monitoringhistorical data.

Incident Backlog Over Time→ Measures incident accumulation to prevent delays.

Change Success Rate→ Analyzes how well changes are implemented without failures.

Mean Time to Resolution (MTTR)→ Tracks how long it takes to resolve incidents.

How Long-Term Signals Help in Workflow Stability:Example KPIs Used in Performance Analytics:

Why "A. Long-term signals" is Correct:Long-term signals provide historical trends that help organizations maintain stable workflows.

B. Non-signals→No such term exists in Performance Analytics.

C. Anti-signals→Not a recognized Performance Analytics term.

D. Stability signals→Misleading term; long-term signalsare what provide stability insights.

Why Other Options Are Incorrect:

ServiceNow Documentation:Performance Analytics Overview

CSA Exam Guide:Coverslong-term KPI tracking for workflow stability.

Reference from CSA Documentation:Thus, the correct answer is:

A. Long-term signals

If a user reports that theycannot see certain modulesin theApplication Navigator, the best way to troubleshoot is toimpersonate the user. Impersonation allows an administrator to see exactly what the user seeswithout needing their password.

Click on your profile icon (top-right corner).

SelectImpersonate User.

Search for and select theuser’s name.

The instance will reload, and you will see the UI as the user experiences it.

Navigate to theApplication Navigatorand check for missing modules.

Once done, clickStop Impersonation.

Ensures security(no need to reset or look up passwords).

Speeds up troubleshootingby allowing admins to replicate user issues.

Helps verify role-based access permissions.

Steps to Impersonate a User in ServiceNow:Why is Impersonation Useful?

Incorrect Answer Choices Explanation:A. Look up their password, so you can login with their account

This is asecurity violationand not an acceptable practice.

B. Initiate a Connect Chat session

Chatting with the user can help gather information, but it does not allow you to see what they see.

C. Install the Bomgar plug-in

Bomgaris a remote support tool, but impersonation is thebuilt-inand recommended method for troubleshooting in ServiceNow.

E. Launch a NowChat window

NowChat is used forcustomer support and collaboration, not for verifying module visibility.

Impersonate Users in ServiceNow

User Roles and Permissions

Official CSA Documentation Reference:

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.

TheCMDB Builderis the primary tool used inServiceNow’s Configuration Management Database (CMDB)for creating and managingdependencies between Configuration Items(CIs). It provides agraphical interfacethat allows administrators and CMDB managers to visualize and define relationships between CIs efficiently.

Visual Representation of CI Dependencies:

CMDB Builder provides agraphical interfacethat allows users tocreate, modify, and deleterelationships between Configuration Items (CIs).

It helps in identifyingimpact analysisandservice dependenciesby mapping CIs and their relationships.

Supports Complex CI Relationships:

Allows definingparent-child,peer, anddependencyrelationships between CIs.

Helps in ensuring the accuracy ofservice mapsandIT asset relationships.

Drag-and-Drop Functionality:

Users candrag and dropCIs onto the builder canvas andconnect them using predefined relationships.

Integration with CMDB Relationship Rules:

CMDB Builder adheres toCMDB relationship rulesto ensure that onlyvalidrelationships are created.

Impact and Root Cause Analysis:

Helps introubleshooting IT incidentsby showing thedependencies between services.

Useful inchange managementto predict potentialimpactson downstream services before making changes.

Key Features of CMDB Builder:

A. CI Relationship Editor:

TheCI Relationship Editorallows users toview and edit relationshipsbetween CIs in atabular formatbutdoes not provide a graphical dependency visualizationlike CMDB Builder.

It is moremanual and less interactivecompared to CMDB Builder.

C. CI Service Manager:

CI Service Manageris used for managingCI service mappingsbut isnot primarily a tool for creating dependencies between CIs.

It is more focused ondefining service-level relationshipsrather thanbuilding CMDB dependency models.

D. CI Class Manager:

CI Class Manageris used formanaging CI classes, attributes, and extending CMDB class structures.

It is not used forcreating dependencies between configuration items.

Why Other Options Are Incorrect:

ServiceNow CMDB Guide:CMDB Builder Overview

ServiceNow Best Practices for CMDB:CMDB Relationship Management

ServiceNow Admin Documentation:Understanding CMDB Dependency Management

References from the Certified System Administrator (CSA) Documentation:

Final Answer:CMDB Builder (Option B) is the correct answer, as it is the primary tool used to create, manage, and visualize dependencies between CIs in ServiceNow's CMDB.

AnUpdate Setin ServiceNow is a mechanism used tocapture configuration changes(such as UI policies, business rules, client scripts, and more) from one instance and move them to another. This ensures that customizations and modifications can be transferred across different ServiceNow instances efficiently.

The process ofretrieving an Update Setfrom another instance follows these key steps:

Verify Update Set is Complete

Before moving an Update Set, it must be marked asCompleteto ensure that all related changes are included.

Navigate toSystem Update Sets > Local Update Setsand confirm that the status is set toComplete.

If the status isIn Progress, the Update Set cannot be retrieved.

Retrieve Update Set

In thetarget instance, navigate toSystem Update Sets > Retrieved Update Sets.

Click"Retrieve Update Set"and provide the remote instance’s URL where the update set exists.

The system will fetch the Update Set from the source instance.

Preview Update Set

Before applying changes, ServiceNow provides apreview optionto check for potential errors or collisions with existing customizations.

Click"Preview Update Set"to initiate validation.

The preview will highlight any skipped records, collisions, or missing dependencies.

Commit Update Set

If the preview is successful (i.e., no critical errors), click"Commit Update Set"to apply the changes to the instance.

Once committed, the changes in the Update Set will be merged into the system's configuration.

"Commit" is the correct final step– after previewing, the Update Set must becommittedto take effect.

"Apply" is incorrect– ServiceNow does not use "Apply" in the Update Set process; instead, it uses "Commit."

"Test Connection" is not part of the Update Set retrieval process– it is relevant forMID Server connectivitybut not for Update Sets.

Why the Correct Answer is "D. Verify Update Set is Complete, Retrieve, Preview, Commit"Thus, the correct sequence is:

✔Verify Update Set is Complete → Retrieve → Preview → Commit

ServiceNow CSA Official Documentation– Update Set Management

ServiceNow Docs - Update Sets(Search for "Update Set Lifecycle")

ServiceNow Community Best Practices on Update Sets

ServiceNow Community(Search for "Best Practices for Update Sets")

ServiceNow Learning Portal - Admin Fundamentals

Available via ServiceNow Now Learning Platform(Look under "Instance Configuration" and "Update Sets")

References from Certified System Administrator (CSA) Documentation:

Thesix methods available for user authenticationin ServiceNow are:

Local Database– The user authenticates using a username and password stored in theinstance database.

Multifactor Authentication (MFA)– The user provides their username, password, and apasscode(e.g., from Google Authenticator).

LDAP (Lightweight Directory Access Protocol)– The user authenticates using credentials stored in a corporateLDAP directory.

SAML 2.0 (Security Assertion Markup Language)– The user is authenticated via an externalSAML Identity Provider (IdP).

OAuth 2.0– The user authenticates via anOAuth identity provider(such as Google, Microsoft, or Facebook).

Digest Token Authentication– The user authenticates using anencrypted tokenrather than directly submitting a password.

Thus, the correct answer is:

A, B, C, D, E, F

ServiceNow supports multiple authentication methods to provideflexibility, security, and integration capabilitieswith external identity providers.

Local Database Authentication:

ServiceNow storesusernames and passwordsin the internal database.

Users authenticate directly with the instance.

This method is commonly used when no external authentication provider is configured.

Multifactor Authentication (MFA):

Enhances security by requiringtwo authentication factors:

Username and password(stored in the database).

Passcodefrom a registered device (such as Google Authenticator, Microsoft Authenticator).

MFA helpsprevent unauthorized accesseven if credentials are compromised.

LDAP Authentication:

Allows users toauthenticate against an external LDAP directory(such as Microsoft Active Directory).

The user must have amatching record in the ServiceNow user table ([sys_user]).

ServiceNowdoes not store passwordswhen using LDAP; it only validates credentials against the directory.

SAML 2.0 Authentication:

Users authenticate via aSAML Identity Provider (IdP)such asOkta, Microsoft Azure AD, or Ping Identity.

ServiceNow acts as aService Provider (SP)and does not store passwords.

ProvidesSingle Sign-On (SSO)capabilities.

OAuth 2.0 Authentication:

Allows authentication viaOAuth providers(Google, Facebook, Microsoft, etc.).

Users do not need to store passwords in ServiceNow; instead, authentication is delegated to theOAuth identity provider.

Digest Token Authentication:

Uses anencrypted token(instead of a plaintext password) to authenticate users.

Often used forAPI-based authenticationor scenarios where passwords should not be transmitted over the network.

Each method aligns with ServiceNow's authentication mechanisms as per official documentation.

ServiceNow supports a hybrid authentication approach, allowing multiple methods to coexist.

ServiceNow Docs – Authentication Methodshttps://docs.servicenow.com

ServiceNow Security Best Practices – Authentication & Access Controls

ServiceNow Developer Portal – SSO & OAuth Authentication

Why These Are the Correct Methods?References from Certified System Administrator (CSA) Documentation:

TheHistory sectionin theApplication Navigatortracks recently visited records, lists, and forms within ServiceNow. This feature allows users to quickly navigate back to previously accessed content without searching manually.

What Appears in the History Section?The History sectionlogs user activityrelated to:

Records (Option A)– Recently viewed records from any table, such as incidents, requests, or tasks.

Lists (Option C)– Any list views a user has accessed, such asIncident ListorChange Request List.

Forms (Option D)– Any individual record viewed in form view, such as anincident formoruser form.

Why is Option B (UI Pages) Correct?UI Pages do NOT appear in the History section.

UI Pagesare special custom pages built with Jelly scripting and used forcustom interfaces, portals, and dashboards(e.g., Service Portal pages).

Since they do not represent individual records, lists, or forms,they are not included in the user’s History tracking.

Why Are the Other Options Incorrect?A. Records

Recordsare individual database entries (e.g., specific incidents, change requests, or users).

Since records are frequently accessed, theyare logged in History.

C. Lists

Listsdisplay multiple records from a table (e.g., all open incidents).

Since users navigate through lists frequently, theyare logged in History.

D. Forms

Formsare used to view or edit individual records (e.g., an incident form).

Since forms are commonly accessed, theyare logged in History.

Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Application Navigator & History

????ServiceNow Application Navigator Documentation

"The History section of the Application Navigator displays a list of the records, lists, and forms that you have recently accessed."

"Custom UI Pages are not included in History tracking."

In ServiceNow,groupsare stored in theGroup [sys_user_group]table. Groups are used to organize users with similar responsibilities, permissions, or functional roles.

Name(name) – The unique name of the group.

Manager(manager) – The user responsible for managing the group.

Roles(roles) – The roles assigned to the group, which are inherited by all group members.

Parent Group(parent) – If applicable, this establishes group hierarchy.

Assigning access roles to multiple users at once.

Routing tasks or approvals (e.g., Incident assignments to an IT Support group).

Managing security and permissions in ServiceNow.

A. Group [user group]– Incorrect. This is not a valid ServiceNow table.

B. Group [sys_user]– Incorrect. This is theUsertable, not the Group table.

D. Group [sys_user_group_profile]– Incorrect. This table does not exist in ServiceNow.

ServiceNow Docs: User Administration – sys_user_group Table

ServiceNow CSA Study Guide – Managing Users and Groups

Key Fields in thesys_user_groupTable:Common Use Cases for Groups:Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

In ServiceNow,Tables & Columnsis the module that allows administrators to view and managefield settingsfor a table. This module provides a list of tables in the system along with details about theircolumns (fields), data types, and attributes.

Displaysall fields (columns)within a selected table.

Showsdata types, attributes, and configurationsof each field.

Allows admins toadd, modify, or removefields.

Provides details onrelationships between tables(e.g., reference fields, one-to-many relationships).

Navigate to:System Definition > Tables & Columns

Select a table to view itsfield settings.

B. Access Control – Incorrect

This module managessecurity rules (ACLs)for accessing records but does not display table field settings.

C. Columns and Fields – Incorrect

No such module exists in ServiceNow.

D. Tables and Fields – Incorrect

The correct module name is"Tables & Columns", not "Tables and Fields".

ServiceNow Docs: System Definition – Tables & Columns

ServiceNow CSA Study Guide – Table Administration

ServiceNow Product Documentation: Managing Fields in a Table

Key Features of the "Tables & Columns" Module:How to Access Tables & Columns in ServiceNow:Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

When importing data intoServiceNow, anImport Setis created, and aTransform Mapis used to map data from the Import Set table to a target table (such asincident,cmdb_ci, oruser).

ATransform Mapdefineshow data from an Import Set is transferred to the target table. One of its key characteristics is that it can beused multiple times on the same import setto reprocess data or correct mapping errors.

Import Set Table:

Temporary storage for incoming data.

Data remains in the Import Set table until transformed.

Transform Map:

Areusable mappingthat determines how fields in the Import Set correspond to fields in the target table.

Can be runmultiple timeson the same Import Set data.

Coalesce Fields:

Usedbefore transformationto determine whether toupdate existing records or create new ones.

Key Characteristics of Importing Data in ServiceNow:

You import a CSV file into anImport Set Table.

You apply aTransform Mapto map data to theUser (sys_user) table.

If an issue occurs, you canrerun the Transform Map on the same Import Setinstead of reimporting the file.

Example Scenario:

A. An existing Transform Map can be used one time on the same import set– Incorrect.

Transform Maps can be reusedmultiple times on the same Import Set data.

B. Coalesce fields are used only after running Transform– Incorrect.

Coalesce fields are used before transformationto determine if a record should be updated or inserted.

C. Any user can manage and set up import sets– Incorrect.

Onlyusers with the appropriate roles(such asimport_adminoradmin) can manage Import Sets.

Explanation of Incorrect Answers:

ServiceNow Product Documentation → Import Sets and Transform Maps

ServiceNow CSA Study Guide → Data Import and Management

ServiceNow Knowledge Base → Understanding Coalesce Fields in Import Sets

References from Certified System Administrator (CSA) Documentation: