Which of the following statement describes the purpose of an Order Guide?
Order Guides restrict the number of items in an order to only one item per request
Order Guide provide a list of guidelines for Administrators on how to set up item variables
Order Guide provide the ability to order multiple, related items as one request
Order Guides take the user directly to the checkout without prompting for information
InServiceNow Service Catalog, anOrder Guideis a feature that allows users toorder multiple, related catalog items in a single request, simplifying the ordering process.
Helps usersrequest multiple items togetherinstead of submitting separate requests.
Ensures that related items are grouped logically (e.g., when onboarding a new employee, an Order Guide can include a laptop, software licenses, and access to required applications).
Usesvariables and rulesto pre-fill certain values and guide users through the ordering process.
Reduces the number of individual requests and makes fulfillment more efficient.
Purpose of an Order Guide:
(A) Order Guides restrict the number of items in an order to only one item per request – Incorrect
This isnot truebecause Order Guides allow users to requestmultiple itemsat once.
Asingle request (REQ#) is generatedthat contains multiple Requested Items (RITMs).
(B) Order Guides provide a list of guidelines for Administrators on how to set up item variables – Incorrect
Order Guides are forusers, not just administrators.
Theydo not provide setup guidelines; instead, they simplify ordering for end-users.
(C) Order Guides provide the ability to order multiple, related items as one request – Correct
This is theprimary functionof an Order Guide.
Instead of placing separate orders for different catalog items, a user can add allrelateditems to asingle request.
Example:Employee Onboarding Order Guide
Laptop
Email account
VPN access
Software (e.g., Microsoft Office, Adobe Suite)
(D) Order Guides take the user directly to the checkout without prompting for information – Incorrect
Order Guidescan include user prompts(variables, conditions) before checkout.
Users may be asked for specific detailsbeforesubmitting the request (e.g., laptop specifications, software preferences).
Explanation of Each Option:
Use dynamic variables: Order Guides can ask questions that determine which items should be included in the request.
Improve user experience: Order Guides streamline ordering, ensuring users request all necessary items without forgetting anything.
Enhance fulfillment efficiency: Since multiple items are grouped in one request, IT and fulfillment teams can process them together, reducing delays.
Example Use Cases:
New Hire Onboarding(laptop, software, security badge, phone)
Office Setup Request(desk, chair, monitor, accessories)
Additional Notes & Best Practices:
ServiceNow Docs: Order Guides Overview
https://docs.servicenow.com
ServiceNow Community: How to Configure an Order Guide
https://community.servicenow.com
References from Certified System Administrator (CSA) Documentation:
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?????
What is the Import Set Table?
A table where data will be placed, post-transformation
A table that determines relationships
A staging area for imported records
A repository for Update Set information
InServiceNow, anImport Set Tableis atemporary staging areawhere raw data is storedbefore it is transformed and moved into a target table. It is primarily used indata import processesto ensure data integrity and allow transformation before committing data to production tables.
Stores incoming data from external sources(e.g., CSV files, Excel files, APIs, LDAP, etc.).
Acts as a temporary staging areabefore records are mapped and transformed into atarget table(e.g.,incident,cmdb_ci,problem).
Allows validation and error handlingbefore final data migration.
Uses Transform Mapsto determine how fields in the import set relate to fields in the target table.
Key Functions of an Import Set Table:
Data is importedinto anImport Set Tablefrom an external source.
TheImport Set Table temporarily stores the datawithout affecting existing records.
ATransform Mapis applied to move and modify the data before inserting it into the correct table.
Once transformation is complete, the data is transferred to thetarget table, and the Import Set Table can be cleared.
Example Workflow of an Import Set:
(A) A table where data will be placed, post-transformation – Incorrect
Thetarget table(e.g.,incident,cmdb_ci,problem) holds the dataaftertransformation.
TheImport Set Table is only a temporary staging areabefore transformation occurs.
(B) A table that determines relationships – Incorrect
Relationship tables(e.g.,cmdb_rel_ci) definedependencies between recordsbut are not used for data import.
Import Set Tables do not determine relationships between records.
(C) A staging area for imported records – Correct
Import Set Tables temporarily store incoming recordsbefore processing.
The data is transformed and mappedbefore being inserted into the final target table.
This ensuresdata integrity and consistency.
(D) A repository for Update Set information – Incorrect
Update Sets (sys_update_set) store changes to configurations, such as scripts, workflows, and UI policies.
Import Set Tables are used for data imports, not Update Sets.
Explanation of Each Option:
Always review data in the Import Set Table before applying transformationsto avoid incorrect data entry.
Use Transform Mapsto define field mappings between Import Set Tables and target tables.
Monitor Import Logs(sys_import_set_run) for errors or incomplete data.
Delete old Import Set dataperiodically to improve performance and avoid unnecessary storage usage.
Additional Notes & Best Practices:
ServiceNow Docs: Import Set Overview
https://docs.servicenow.com
ServiceNow Community: Best Practices for Import Set Management
https://community.servicenow.com
References from Certified System Administrator (CSA) Documentation:
Which one of the following statements describes a characteristic of role assignment?
Roles can contain other roles, when you are assigned a role, you inherit all the roles within that role
Users can click on the Personalize Role feature to try different roles
A role is granted to a user by the System Administrator
Each user has a role in the ServiceNow platform
InServiceNow Role Management, aroleis a collection ofpermissionsthat control what users can see and do within the platform.
Role Hierarchy (Role Inheritance)
Rolescan contain other roles(known asnested roles).
When a user is assigned aparent role, theyinherit all child roleswithin it.
Example:
TheITIL roleincludesincident_managerandproblem_managerroles.
AssigningITILto a userautomatically grants them all the permissions of the included roles.
Roles Are Assigned by Administrators
Typically, roles are assigned by aSystem Administratoror an authorized user.
Role-Based Access Control (RBAC)
ServiceNow usesRBACto control access to applications, records, and actions.
B. Users can click on the Personalize Role feature to try different roles
Incorrectbecause userscannot manually switch rolesunless they have theimpersonation privilege.
C. A role is granted to a user by the System Administrator
Partially correct, butnot the best answerbecause rolescan also be assigned via groupsor automated processes, not just by a System Administrator.
D. Each user has a role in the ServiceNow platform
Incorrectbecause not all usersmust have a role.
Example:A self-service user can access the systemwithouthaving any specific role.
ServiceNow Docs: Role-Based Access Control (RBAC)https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/roles/reference/r_RBAC.html
ServiceNow CSA Official Training Guide (User & Role Management)
Key Characteristics of Role Assignment:Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms thatroles can contain other roles, and when a user is assigned a role, they inherit all roles within it.
What is a characteristic of importing data into ServiceNow?
An existing Transform Map can be used one time on the same import set
Coalesce fields are used only after running Transform
Any user can manage and set up import sets
An existing Transform Map can be used multiple times on the same import set
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:
Which one of these applications is available to all users?
Change
Incident
Facilities
Self-Service
In ServiceNow, access to applications is controlled byroles. Most applications, such asIncident, Change, and Facilities, require specific roles to access them. However, theSelf-Serviceapplication is available to all users, including those with the base"ess" (Employee Self-Service)role, which is assigned to every user by default.
Why "D. Self-Service" is the correct answer?TheSelf-Serviceapplication is designed for general users (end users, employees, customers) who do not have elevated permissions. It provides access to:
TheService Catalog(to request IT services, software, and hardware).
TheKnowledge Base(to search for articles and solutions).
Viewing and tracking submitted requests and incidents.
Submitting new incidents or requests.
Since it is meant forall users, it does not require any additional roles beyond the default ones given to employees or customers.
A. Change– Incorrect. TheChange Managementapplication is typically restricted toITIL users(users with theitilrole) and change managers. End users do not have access to this module.
B. Incident– Incorrect. While end users can create and view their own incidents viaSelf-Service, theIncident Managementmodule itself is restricted to IT support staff (users with theitilrole or higher).
C. Facilities– Incorrect. TheFacilitiesapplication, which includes asset tracking and work orders, is typically restricted to users managing physical assets or facility-related tasks. It is not available to all users by default.
ServiceNow Product Documentation - Self-Service Application Overview
ServiceNow CSA Study Guide - User Roles and Permissions
ServiceNow Docs: Access Control and Application Scope
Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
What is the path an Administrator could take to view the fulfillment stage task list for an order placed by a user?
RITM (Number)>REQ (Number)>PROCUREMENT (Number)
REQ (Number)>RITM (Number)>PROCUREMENT (Number)
REQ (Number)>RITM (Number)>TASK (Number)
FULFILLMENT (Number)>RITM (Number)>TASK (Number)
ServiceNow uses a hierarchical structure to manageService Catalog requests:
REQ (Request Record)
TheRequest (REQ#)is theparent recordthat represents the entire service request submitted by a user.
It groups all requested items and their associated tasks.
Found in thesc_requesttable.
RITM (Requested Item Record)
TheRequested Item (RITM#)is the specificcatalog itemordered by the user within a request.
A singleREQcan have multipleRITMsif the user ordered multiple items in a single request.
Found in thesc_req_itemtable.
TASK (Catalog Task Record)
TheTask (TASK#)is the individual fulfillment action required to complete the requested item.
A singleRITMcan have multipletasks, each assigned to different fulfillment teams.
Found in thesc_tasktable.
Why Answer "C" is Correct:✔️REQ (Number) > RITM (Number) > TASK (Number)
This is thecorrect pathbecause it follows theServiceNow fulfillment structure:
REQ (Request)– Tracks the entire request.
RITM (Requested Item)– Tracks individual items within the request.
TASK (Catalog Task)– Tracks the specific tasks needed to complete the requested item.
This path allows an administrator to drill down from the overallRequest (REQ#)to individualRequested Items (RITM#)and finally to theTasks (TASK#)assigned to fulfill those items.
Why the Other Answers Are Incorrect:A. RITM (Number) > REQ (Number) > PROCUREMENT (Number)
Incorrectbecause theREQ# (Request) comes firstbefore the RITM# (Requested Item).
Also,PROCUREMENT#is not always part of the fulfillment flow unless the item requires procurement (e.g., purchasing hardware).
B. REQ (Number) > RITM (Number) > PROCUREMENT (Number)
Incorrectbecausenot all requests involve procurement.
The last step should beTASK (sc_task), notPROCUREMENTunless it's a procurement-related request.
D. FULFILLMENT (Number) > RITM (Number) > TASK (Number)
Incorrectbecause"FULFILLMENT" is not a standard record typein ServiceNow.
The correct hierarchy starts withREQ# (sc_request), not "FULFILLMENT."
ServiceNow CSA Study Guide – Service Catalog & Request Fulfillment
ServiceNow Docs: Request Fulfillment Process(ServiceNow Documentation)
ServiceNow Tables & Data Model (sc_request, sc_req_item, sc_task)
References from the Certified System Administrator (CSA) Documentation:
From the User menu, which actions can a user select? (Choose three.)
Send Notifications
Log Out ServiceNow
Elevate Roles
Impersonate Users
Order from Service Catalog
Approve Records
TheUser Menuin ServiceNow is accessible from the top-right corner of the interface by clicking on the user’s avatar or name. This menu provides various options that allow users to manage their sessions, roles, and impersonation settings.
The three correct actions a user can select from the User Menu are:
TheLog Outoption allows users to end their session and securely exit ServiceNow.
It is an essential feature for security and session management.
Location:User Menu > Log Out
Users with appropriate privileges (such as administrators) canelevate their rolesto gain temporary access to higher permissions.
This is primarily used when a user needs elevated access (e.g.,security_admin) to perform specific administrative actions.
Location:User Menu > Elevate Roles
Example:
A system administrator can elevate their role tosecurity_adminto access security-related configurations.
TheImpersonate Userfeature allows an administrator to act as another user without needing their credentials.
This is useful for troubleshooting, testing permissions, and verifying user-specific configurations.
Location:User Menu > Impersonate User
Example:
An admin impersonating a regular user can verify that the correct permissions and UI settings are applied.
1. Log Out ServiceNow (Correct)2. Elevate Roles (Correct, for Admin Users)3. Impersonate Users (Correct, for Admin Users)
Why the Other Options Are Incorrect:A. Send Notifications (Incorrect)
The User Menudoes notinclude an option to send notifications.
Notifications (emails, push notifications, SMS) are managed through:
System Notification > Email > Notifications
Outbound SMS or Messaging Settings
E. Order from Service Catalog (Incorrect)
Users can order items from theService Catalog, butthis action is not available from the User Menu.
Instead, users access the Service Catalog through:
Self-Service > Service Catalog
Requests and Catalog Items pages
F. Approve Records (Incorrect)
Users canapprove recordsif they have approval roles (e.g.,approver), but this action is not directly available from theUser Menu.
Approvals are managed through:
My Approvalsin Self-Service
The Approvals module in theServiceNow application navigator
When searching using the App Navigator search field, what can be returned? (Choose four.)
Names of Applications and Modules
Names of Modules
Names of Applications
Favorites
History Records
Titles of Dashboard Gauges
TheApplication Navigator (App Navigator) search fieldin ServiceNow allows users to quickly findapplications, modules, and favoritesby typing relevant keywords. It helps in easy navigation by filtering available options as the user types.
Thefour correct answersdescribe what the App Navigator search field can return:
The search field can return bothapplicationsand their respectivemodulesin the left navigation panel.
Example: Searching for "Incident" will return:
Application:"Incident"
Modules:"All", "Open", "Resolved", "Create New"
Modulesare specific functionalities within an application.
Searching by a module name directly will display results that match the keyword.
Example: Searching for "Create New" will return modules like:
"Create New Incident"
"Create New Change Request"
The search field supports findingfull applicationsby their name.
Example: Typing "Change" will display theChange Managementapplication and its related modules.
If a user has marked specific modules or applications asFavorites, they will appear in search results.
This helps users quickly access commonly used features.
1. Names of Applications and Modules (Correct)2. Names of Modules (Correct)3. Names of Applications (Correct)4. Favorites (Correct)
Why the Other Options Are Incorrect:E. History Records (Incorrect)
TheHistory tabin the navigation panel showsrecently accessed records, but it isnot searchable through the App Navigator.
Instead, users can find history under:
History Module(System Settings > History)
Recent History Tabin the left navigation
F. Titles of Dashboard Gauges (Incorrect)
Dashboard Gaugesare visual elements onPerformance Analytics or Reporting Dashboardsand arenot searchablein the App Navigator.
Instead, dashboards and reports are found under:
Self-Service > Dashboards
Performance Analytics > Dashboards
A ServiceNow user wants toquickly access the "All Incidents" module.
They type "incident" into the App Navigator search.
The search results return:
Incident (Application)
All (Module)
Assigned to Me (Module)
Resolved (Module)
Example Use Case:This allows for quick navigation without manually expanding application menus.
What are the two pathways to view feedback left on a published article?
Knowledge > articles > My Flagged
Knowledge base > my knowledge > flagged articles
Knowledge > My articles > Flagged
Knowledge > articles > published
InServiceNow Knowledge Management, users can providefeedbackonpublished knowledge articlesby flagging them. This feedback helpsknowledge managers and authorsidentify errors, outdated information, or areas for improvement.
Toview feedback left on a published article, there are two primary pathways:
Pathway 1: Knowledge Base > My Knowledge > Flagged Articles
This option allowsknowledge managers and authorsto see all flagged articlesthey have authored or have access towithin a specificKnowledge Base.
Location:Knowledge Base → My Knowledge → Flagged Articles
Pathway 2: Knowledge > My Articles > Flagged
This option lets authorsview only their own articlesthat have been flagged.
Location:Knowledge → My Articles → Flagged
A. Knowledge > Articles > My Flagged
There isno direct "My Flagged" optionunderKnowledge > Articles.
D. Knowledge > Articles > Published
This showsall published articlesbut doesnot specifically show flagged (feedback) articles.
Navigate toKnowledge > My Articles > Flagged.
OR navigate toKnowledge Base > My Knowledge > Flagged Articles.
Open a flagged article to review thefeedback comments and reason for the flagging.
ServiceNow Docs: Managing Knowledge Feedback and Flagged Articleshttps://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/knowledge-management/task/review-article-feedback.html
ServiceNow CSA Official Training Guide (Knowledge Management & Feedback Handling)
Why the Other Options Are Incorrect?How to View Feedback in ServiceNow?References from Certified System Administrator (CSA) Documentation:This confirms that the correct pathways to view feedback on published articles are"Knowledge Base > My Knowledge > Flagged Articles"and"Knowledge > My Articles > Flagged".
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:
A REQ number in the Service Catalog represents…
the order number.
the stage.
the task to complete.
the individual item in the order.
In theServiceNow Service Catalog, aREQ numberrepresents aRequest (REQ) record, which functions as anorder numberfor a service request. When a user submits a request through the Service Catalog, the system generates aRequest (REQ) record, which tracks the overall order.
REQ (Request Record) – The Order Number
This is theparent recordthat represents the entire order/request submitted by the user.
It contains key details such as the requester, the total cost, approval status, and the overall request state.
Example:REQ0010023
RITM (Requested Item) – The Individual Catalog Item
Each item requested within a REQ has its ownRequested Item (RITM) record.
The RITM tracks the fulfillment of a specific item within the order.
Example:RITM0010456(a single laptop ordered in a request)
TASK (Catalog Task) – The Actions to Complete the Request
Catalog Tasks (TASK) are created under an RITM to handle specific fulfillment steps.
Multiple tasks can exist under a single RITM, assigned to different fulfillment teams.
Example:TASK0013456(a task assigned to IT Support to configure the laptop)
Breakdown of the Service Catalog Request Structure:
Why the Other Options Are Incorrect:B. The stage (Incorrect)
Thestageof a request is part of the request lifecycle (e.g., Approval, Fulfillment, Completed), but it is not represented by theREQ number.
C. The task to complete (Incorrect)
Atask to completeis represented by aCatalog Task (TASK), not theREQ number.
Tasks are specific actions assigned to fulfill an item request.
D. The individual item in the order (Incorrect)
Anindividual itemin a Service Catalog request is represented by aRequested Item (RITM), not theREQ number.
Example Scenario:A user submits a request for anew laptop and a software license:
REQ0012345→ Tracks the overall request (Order Number)
RITM0016789→ Laptop Request
TASK0018901→ IT configures the laptop
RITM0016790→ Software License Request
TASK0018902→ IT assigns the software license
When working on a form, what is the difference between Insert and Update operations?
Insert creates a new record and Update saves changes, both remain on the form
Insert creates a new record and Update saves changes, both exit the form
Insert saves changes and exits the form, Update saves changes and remains on the form
Insert saves changes and remains on the form, Update saves changes and exits the form
InServiceNow, when working with forms (such as Incident, Change, or Task forms), users can perform different actions tosave records. The two key operations in this context areInsertandUpdate.
Creates a new record in the database.
Saves the record and exits the form(returns to the list view or the previous screen).
The form is cleared after inserting the record.
It doesnotmodify an existing record; instead, it generates anew record with a new unique sys_id.
Example:
A user creates a newIncident, fills in details, and clicksInsert.
The systemsaves the new Incident and exitsto the list view.
Saves changes to an existing record.
Remains on the form after saving.
It doesnot create a new record; itmodifies the existing recordin place.
Example:
A user opens an existing Incident, changes the Priority, and clicksUpdate.
The systemsaves the changes but keeps the user on the form.
1. Insert Operation (Correct Description in Option C)2. Update Operation (Correct Description in Option C)
Why the Other Options Are Incorrect:A. Insert creates a new record and Update saves changes, both remain on the form (Incorrect)
Insert does not remain on the form; it exits after creating a new record.
B. Insert creates a new record and Update saves changes, both exit the form (Incorrect)
Update does not exit the form; it remains on the form after saving.
D. Insert saves changes and remains on the form, Update saves changes and exits the form (Incorrect)
Insert exitsafter creating a new record.
Update remains on the form, not exits.
Insert and Stay: This is avariation of Insert, whichcreates a new record but keeps the form openfor additional edits.
Submit vs. Insert:
Submitis typically used when submitting a form for workflow processing (e.g., Service Catalog Requests).
Insertexplicitly saves a record as a new entry.
Additional Notes:
Example Scenario in Incident Management:Action
Result
Click "Insert"
Creates anewIncident andexitsthe form.
Click "Update"
Saves changes to theexistingrecord andstays on the form.
In what order should filter elements be specified?
Field, Operator, then Value
Field, Operator, then Condition
Operator, Condition, then Value
Value, Operator, then Field
When creating filters inServiceNow, the elements should be specified in the following order:
Field– The database field (column) that is being filtered.
Operator– The comparison method, such as "is", "contains", "greater than", etc.
Value– The specific data that the filter should match.
Example of a Properly Structured Filter:Imagine filtering a list ofIncidentswhere the priority is high. The filter would be structured as:
Field:Priority
Operator:is
Value:High
is– Matches an exact value
is not– Excludes a specific value
contains– Looks for a partial match
greater than– Finds records with a value greater than the specified one
less than– Finds records with a value less than the specified one
B. Field, Operator, then Condition– Incorrect.
"Condition" is not an individual filter element in ServiceNow; theoperatoralready defines the condition (e.g., "is", "contains").
C. Operator, Condition, then Value– Incorrect.
The field must comefirstto define what data is being filtered. The operator follows next.
D. Value, Operator, then Field– Incorrect.
This is completely reversed; you must specifywhat fieldyou are filtering first before applying conditions.
ServiceNow Product Documentation → Filters and Condition Builder
ServiceNow CSA Study Guide → Data Management and List Filters
ServiceNow List Views → Using Filters and Operators
Common Operators in ServiceNow Filters:Explanation of Incorrect Answers:References from Certified System Administrator (CSA) Documentation:
What is the platform name for the User table?
u_users
sys_users
x_users
sys_user
In ServiceNow, every table has a uniqueplatform name(also known as thedatabase nameorsys_id). The table that stores user records in ServiceNow is called"sys_user".
Table Name:sys_user
Purpose:Stores user records, including their roles, group memberships, and personal details.
Location in ServiceNow:You can access this table by navigating to:All → Users and Groups → Users
Key Fields in sys_user Table:
User ID (user_name)– Unique identifier for the user.
Name (name)– Full name of the user.
Email (email)– Email address of the user.
Roles (roles)– Defines user permissions in the system.
Active (active)– Indicates if the user is active in the system.
A. u_users– Incorrect. The prefixu_is typically used forcustom tablescreated by administrators. This is not a default system table.
B. sys_users– Incorrect. The correct name issys_user(singular), notsys_users. ServiceNow follows a singular naming convention for system tables.
C. x_users– Incorrect. The prefixx_is reserved forScoped Applicationscreated within an instance. The User table is a core system table, not a scoped one.
ServiceNow Product Documentation → User Administration → sys_user Table
ServiceNow Tables Reference → sys_user
ServiceNow CSA Study Guide → User and Data Administration
Understanding the sys_user Table:Explanation of Incorrect Answers:References from Certified System Administrator (CSA) Documentation:
