Which of the following statements is true when a new table is created by extending another table?
The new table archives the parent table and assumed its roles in the database
The new table inherits all of the Business Rules, Client Scripts, and UI Policies of the parent table, but none of the existing fields
The new table inherits all of the fields of the parent table and can also contain new fields unique to itself
The new table inherits all of the fields, but does not inherit Access Control rules, Client Scripts, and UI Policies of the parent table
When a new table is created inServiceNowby extending another table, it followstable inheritanceprinciples. This means the newly created table (child table) receives all the fields from its parent table. Additionally, the new table can includecustom fieldsthat are unique to itself.
Here’s how inheritance works in ServiceNow when a table is extended:
Fields Inheritance:
The child table automatically inherits all fields from its parent table.
These inherited fieldscannot be removedfrom the child table but can be modified or overridden.
The child table can also have additionalcustom fieldsthat do not exist in the parent table.
Business Rules, Client Scripts, and UI Policies:
Unlike fields, these components arenot automatically inherited.
However, they can still affect the child tableif they are defined on the parent table using conditions that include the child table.
To apply them specifically to the child table, they need to beexplicitly definedfor the new table.
Access Control Rules (ACLs):
ACLs are not automatically inherited.
Each table in ServiceNow has its own set ofAccess Control Rules, which must be explicitly configured for the child table if different permissions are required.
Database Structure:
The child table creates aone-to-one relationshipwith the parent table, meaningall fields in the parent are available in the child table.
The new table is stored as a separate entity but references the parent table’s structure.
The child tableinherits all fieldsfrom the parent table.
The child table can also have its owncustom fields.
Business Rules, Client Scripts, UI Policies, and ACLs arenot automatically inherited, meaning options B and D are incorrect.
The tabledoes not archivethe parent table (making option A incorrect).
ServiceNow Product Documentation – Table Inheritance:https://docs.servicenow.com
ServiceNow Fundamentals – Table Relationships
ServiceNow Developer Portal – Extending Tables
ServiceNow Best Practices – Access Controls & Security Rules
Why Option C is Correct?References from Certified System Administrator (CSA) Documentation:
A role is recorded in which table?
Role[sys_user]
Role[sys_user_profile]
Role[sys_user_record]
Role[sys_user_role]
In ServiceNow,rolesdefine the level of access a user has within an instance.Roles are stored in thesys_user_roletable.
Definition of a Role:
Aroleis a collection ofpermissionsthat grant access to different parts of the system.
Example:Theadminrole grants full access, while theitilrole allows incident management access.
sys_user_role Table:
This tablestores role recordsand their associated metadata.
Every role has aunique sys_id, aname, and may be associated withparent roles(role inheritance).
Users are linked to roles through thesys_user_has_roletable.
How Roles Work in ServiceNow:
A user assigned a role gainsall the permissionsassociated with that role.
Roles can behierarchical(one role can inherit permissions from another).
Example:Theitil_adminrole includes all the permissions of theitilrole, plus additional privileges.
Key Details About Roles and sys_user_role Table:Why Option D (sys_user_role) Is Correct?sys_user_role→ The correct table where roles are recorded in ServiceNow.
Why Other Options Are Incorrect?A. sys_user→ Incorrect; this table stores user records, not roles.
B. sys_user_profile→ Incorrect; this table does not exist in ServiceNow.
C. sys_user_record→ Incorrect; this is not a valid table in ServiceNow.
ServiceNow Docs – Roles and Role Managementhttps://docs.servicenow.com
ServiceNow Table Schema – sys_user_role
ServiceNow Developer Portal – Role Hierarchy & Best Practices
References from Certified System Administrator (CSA) Documentation:
Which configuration allows you to use a script to coalesce data in Import Sets?
Multiple-field coalesce
No coalesce
Conditional coalesce
Single-field coalesce
InServiceNow Import Sets,coalescingis the process ofmatching existing recordsto avoid duplicate entries when importing data.Conditional coalesceis the only method that allows using ascriptto determine if records should be updated or inserted.
Single-field Coalesce (Incorrect)
Usesone fieldto determine if a record exists.
If a match is found, the record isupdated; otherwise, a new record is created.
Example: Usingemailas a coalesce field when importing user data.
Multiple-field Coalesce (Incorrect)
Usesmultiple fieldsto find a match.
If all specified fields match, the record isupdated. Otherwise, a new record is created.
Example: MatchingFirst Name + Last Name + Email.
No Coalesce (Incorrect)
Every import creates anew record, regardless of whether a similar record exists.
Conditional Coalesce (Correct)
Allows using ascript to define custom logicfor identifying records to update.
This isthe only coalescing method that supports scripting.
Example:
A script can check if eitheremailoremployee IDexists, andif neither exist, create a new record.
Types of Coalescing in Import Sets:
Understanding Coalesce in Import Sets
Import Set Coalescing
Conditional Coalesce Scripting
Using Conditional Coalesce
References from ServiceNow CSA Documentation:
What is a Dictionary Override?
A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update
A Dictionary Override is the addition, modification, or removal of anything that could have an effect on IT services
A Dictionary Override is a task within a workflow that requests an action before the workflow can continue
A Dictionary Override sets field properties in extended tables
InServiceNow, aDictionary Overrideallows an administrator tocustomize the properties of a fieldin achild tablewithout modifying the field in the parent table.
This is particularly useful intable inheritance scenarios, where a child tableinherits fields from a parent tablebut needs different behavior for certain fields.
Modify field properties(e.g.,mandatory,read-only,default value) inextended tables.
Preserve inheritancewhile allowing exceptions for specific child tables.
Avoid modifying the original dictionary definitionof a field at the parent table level.
Key Functions of Dictionary Overrides:Example of Dictionary Override in Action:Consider theTask Table (task), which is aparent tablefor many modules likeIncident, Change, and Problem.
TheTask Tablehas apriorityfield.
If theIncident Table (incident)needs to override thepriorityfield tomake it mandatory, an administrator can create aDictionary Overridefor thepriorityfield in theincidenttable.
Thepriorityfield in other child tables (e.g.,change_request,problem) remainsunaffected.
(A) A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update – Incorrect
This definition describesUpdate Set Collisions, not Dictionary Overrides.
Update Set Collisions occur whenan update set applies changes to an object that has been modified locally.
(B) A Dictionary Override is the addition, modification, or removal of anything that could have an effect on IT services – Incorrect
This describesChange Management in ITSM, which tracks changes to IT services.
Dictionary Overrides specificallymodify field propertiesin extended tables.
(C) A Dictionary Override is a task within a workflow that requests an action before the workflow can continue – Incorrect
This describesApproval Actions in Workflows, not Dictionary Overrides.
Workflow approvalspauseexecution until an action is completed, but Dictionary Overrides donotfunction this way.
(D) A Dictionary Override sets field properties in extended tables – Correct
This is the correct definition.
Dictionary Overrides allow admins tocustomize field behavior in child tableswhile maintaining inheritance from parent tables.
Explanation of Each Option:
Use Dictionary Overrides sparinglyto avoid unnecessary complexity.
Always test changes in a sub-production environmentbefore applying them in production.
Document overrides properlyto help future administrators understand why an override was applied.
Use the "Dictionary Entry" (sys_dictionary) tableto view and manage dictionary overrides.
Additional Notes & Best Practices:
ServiceNow Docs: Dictionary Overrides Overview
https://docs.servicenow.com
ServiceNow Community: Best Practices for Dictionary Overrides
https://community.servicenow.com
References from Certified System Administrator (CSA) Documentation:
Which term refers to application menus and modules which you may want to access quickly and often?
Breadcrumb
Favorite
Tag
Bookmark
In ServiceNow,Favoritesallow users to quickly accessapplication menus and modulesthat they frequently use. By marking an application menu or module as a favorite, it appears under theFavorites tab in the Application Navigator, making navigation faster and more efficient.
(A) Breadcrumb – Incorrect
Breadcrumbs in ServiceNow show thenavigation pathwithin a list view or form.
They help users filter data quickly but donotstore shortcuts for quick access.
(B) Favorite – Correct
TheFavorite featurein ServiceNow allows users to save frequently used menus and modules for quick access.
Users canadd, remove, and reorderfavorites for better personalization.
Located in theApplication Navigator, favorites appear at the top for easy access.
Favorites can include forms, records, reports, or dashboards.
(C) Tag – Incorrect
Tagsare used toorganize and categorize records(e.g., incidents, problems, change requests).
Tags help users group related records but donotcreate direct menu shortcuts.
(D) Bookmark – Incorrect
ServiceNow doesnotuse the term "Bookmark" for quick access to menus and modules.
While users can bookmark URLs in a web browser, this is different from ServiceNow’s built-inFavoritesfeature.
Explanation of Each Option:
Users cancustomize Favoritesby renaming them or selecting an icon for better visibility.
Admins canpre-configure favoritesfor users based on roles to improve productivity.
Favorites improveuser efficiencyby reducing the number of clicks needed to reach frequently used items.
ServiceNow Docs: Using Favorites in the Application Navigator
https://docs.servicenow.com
ServiceNow Community: Personalizing the Application Navigator with Favorites
https://community.servicenow.com
Additional Notes & Best Practices:References from Certified System Administrator (CSA) Documentation:
As it relates to ServiceNow reporting, which of the following statements describes what a metric can do?
A metric is a report gauge used on homepages to display real-time data
A metric is a time measurement used to report the effectiveness of workflows and SLAs
A metric is used to measure and evaluate the effectiveness of IT service management processes
A metric is a comparative measurement used to report the effectiveness of workflows and SLAs.
In ServiceNow,metricsare essential tools used to track and measure key performance indicators (KPIs) related to IT Service Management (ITSM) processes. They help organizations assess how effectively they are meeting their objectives by collecting data over time.
Definition of a Metric:
Ametricin ServiceNow refers to a method of measuring and evaluating the performance and effectiveness ofIT service management processesover time.
It allows organizations to track changes in records and measure how long specific conditions exist within a workflow.
Key Characteristics of a Metric:
It is used toassess process performanceandevaluate efficiencywithin IT services.
It providesquantifiable datato analyze trends and improvements in Service Management.
Common use cases include trackingincident resolution times,change request approvals, andSLA compliance.
Understanding ServiceNow Metrics:Why Answer "C" is Correct:✔️"A metric is used to measure and evaluate the effectiveness of IT service management processes."
This definition aligns precisely with how ServiceNow definesmetrics—theytrack, measure, and analyzethe efficiency of various ITSM processes over time.
Metrics help organizations understand service performance trends and make data-driven decisions.
Why the Other Answers Are Incorrect:A. "A metric is a report gauge used on homepages to display real-time data."
Incorrectbecausegaugesare UI elements thatvisualizedata from reports or metrics but are not themselves metrics. Metricscollect and measuredata, whereasgaugesdisplay the information.
B. "A metric is a time measurement used to report the effectiveness of workflows and SLAs."
Incorrectbecause whiletime-based metricsexist (e.g., tracking how long an incident stays in a particular state), metrics in ServiceNow arebroaderand not limited to time measurement alone.
D. "A metric is a comparative measurement used to report the effectiveness of workflows and SLAs."
Incorrectbecause metrics are not necessarilycomparative; they areabsolute measuresof process effectiveness. Metrics provideraw performance data, which can later be compared or analyzed over time.
ServiceNow CSA Study Guide – Reporting & Performance Analytics
ServiceNow Docs: Metrics Definition & Configuration(ServiceNow Docs - Metrics)
ServiceNow Performance Analytics & Reporting Overview
References from the Certified System Administrator (CSA) Documentation:
Which application is used to change the number format per table?
Number Maintenance
System Maintenance
Table Maintenance
Record Maintenance
InServiceNow, theNumber Maintenanceapplication is used toconfigure and modify numbering formats for specific tables. This application allows administrators to control how records are numbered across different modules.
Customization of Number Formats
Administrators can defineprefixes, number sequences, and suffixesfor records in different tables.
Example:INC0001001forIncidents,REQ0002001forRequests.
Resetting or Adjusting Number Sequences
You can manually adjust the numbering sequence if needed.
Example: Resetting incident numbering to start from a specific value.
Supports Multiple Tables
Works for standard tables likeIncidents, Problems, Requests, Change Requests, etc.
Can also be configured forcustom tables.
Application Navigation
Path:
Go toAll → System Definition → Number Maintenance
Locate the table and modify its numbering settings.
Key Features of Number Maintenance:Why Option A (Number Maintenance) is Correct?"Number Maintenance" is the official ServiceNow application for managing number formats per table.
Why Other Options Are Incorrect?B. System Maintenance– Incorrect; no such module in ServiceNow manages numbering formats.
C. Table Maintenance– Incorrect; this does not exist as an application in ServiceNow.
D. Record Maintenance– Incorrect; not a valid ServiceNow feature for modifying number formats.
ServiceNow Docs – Number Maintenance Configurationhttps://docs.servicenow.com
ServiceNow Learning – Customizing Numbering Schemes
ServiceNow System Definition – Number Format Best Practices
References from Certified System Administrator (CSA) Documentation:
A knowledge article must be which of the following states to display to a user?
Published
Drafted
Retired
Reviewed
InServiceNow Knowledge Management, knowledge articles must be in a specificstatebefore they can be visible to end users. The correct state that allows users to view the article isPublished.
Understanding Knowledge Article StatesKnowledge articles in ServiceNow go through alifecyclethat includes the following states:
Draft– The article is being created or edited and isnot visibleto end users.
Review– The article is under internal review by approvers before publication. It remainshiddenfrom users.
Published– The article isapproved and publicly availableto users who have access to the Knowledge Base.
Retired– The article is no longer relevant or has been replaced. It isnot visibleto end users.
OnlyPublishedarticles appear in the Knowledge Base and can be accessed by users.
Articles inDraft, Review, or Retiredstates arenot visibleto the general audience.
B. Drafted– Articles inDraftare still being written or edited andcannot be accessed by users.
C. Retired– Retired articles are considered obsolete and areno longer displayedin the Knowledge Base.
D. Reviewed– Articles inRevieware under approval butare not yet visibleto users.
ServiceNow Docs: Knowledge Article Stateshttps://docs.servicenow.com/en-US/bundle/utah-servicenow-platform/page/product/knowledge-management/concept/knowledge-article-states.html
ServiceNow CSA Official Training Guide (Knowledge Management Lifecycle & Publishing Workflow)
Why is "Published" the Correct Answer?Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms that aknowledge article must be in the "Published" stateto be visible to users in the Knowledge Base.
What information does the System Dictionary contain?
The human-readable labels and language settings
The definition for each table and column
The information on how tables relate to each other
The language dictionary used for spell checking
TheSystem Dictionaryin ServiceNow stores and maintains themetadataabout tables and fields in the platform. It containsdefinitions for each table and column, including field data types, default values, and attributes.
Storestable and field definitions, including:
Column names
Data types(e.g., String, Integer, Reference)
Attributes(e.g., unique, read-only, required)
Default values
Ensuresdata integrityby defining the structure of database tables.
Used by administrators tomodify or extend existing tables.
Allows the creation ofcustom fieldsin tables.
Key Features of the System Dictionary (sys_dictionaryTable):
Navigate to:System Definition → Dictionary
Search for a table or fieldto view its metadata.
Modify attributes(if needed) to customize table behavior.
How to Access the System Dictionary:
A. The human-readable labels and language settings– Incorrect.
Human-readable labelsare stored in thesys_documentationtable, not the System Dictionary.
C. The information on how tables relate to each other– Incorrect.
Table relationshipsare stored in theSchema Map, not the System Dictionary.
D. The language dictionary used for spell checking– Incorrect.
Spell checking and translationsare managed insystem localization settings, not the System Dictionary.
Explanation of Incorrect Answers:
ServiceNow Product Documentation → System Dictionary (sys_dictionary)
ServiceNow CSA Study Guide → Understanding Tables and Fields
ServiceNow Developer Documentation → Dictionary and Table Structure
References from Certified System Administrator (CSA) Documentation:Would you like me to verify another question?????
Which one of the following statements describes the purpose of a Service Catalog workflow?
A Service Catalog workflow generates three basic components: item variable types, tasks, and approvals
Although a Service Catalog workflow cannot send notifications, the workflow drives complex fulfillment processes
A Service Catalog workflow is used to drive complex fulfillment processes and sends notifications to defined users or groups
A Service Catalog workflow generates three basic components: item variable types, tasks, and notifications
AService Catalog workflowin ServiceNow is a structured sequence of automated activities designed to manage and fulfill catalog requests. These workflows are essential in handlingapprovals, tasks, notifications, and process automationfor requests submitted through theService Catalog.
Drives Complex Fulfillment Processes:
When a user submits a catalog request, the workflow determines how it should be processed.
It automates the required steps, such asapprovals, task assignments, and record updates.
Different items in the catalog may require different workflows based on the request type.
Sends Notifications to Defined Users or Groups:
Service Catalog workflows includeemail and in-platform notificationsto keep users informed.
Notifications can be triggered at different stages, such as request submission, approval, fulfillment, and closure.
Example:If an item requires managerial approval, the workflow sends an approval request notification to the designated approver.
Approval and Task Automation:
Workflows can createapproval stepsfor request items before they proceed to fulfillment.
They can also generatetasksfor fulfillment teams based on predefined conditions.
Integration with Flow Designer and Other Automation Tools:
In newer ServiceNow versions,Flow Designeris often used instead of traditional workflows, but the core purpose remains the same.
Workflows can integrate withSLA (Service Level Agreements), script actions, and record updates.
Key Functions of a Service Catalog Workflow:Why Option C is Correct?"Drives complex fulfillment processes"→ Correct, as workflows automate and manage Service Catalog request fulfillment.
"Sends notifications to defined users or groups"→ Correct, since notifications are an integral part of ServiceNow workflows.
Why Other Options Are Incorrect?Option A:Incorrect – While workflows include tasks and approvals, they do not "generate item variable types." Variables are defined within catalog items, not workflows.
Option B:Incorrect – Workflowscan send notifications, making this statement false.
Option D:Incorrect – Similar to Option A, workflows do not generate "item variable types." Instead, they focus on fulfillment processes and notifications.
ServiceNow Product Documentation – Service Catalog Workflowshttps://docs.servicenow.com
ServiceNow Learning – Service Catalog and Workflow Automation
ServiceNow Developer Portal – Flow Designer & Workflow Automation
References from Certified System Administrator (CSA) Documentation:
