Pass the ServiceNow Certified System Administrator CSA Questions and answers with CertsForce

In ServiceNow, afilter conditionconsists of three primary components:

Field– The specific column (attribute) in a table that you want to filter by.

Example:State,Priority,Category,Created Date

Operator– Defines the comparison condition between theFieldand theValue.

Example:is, is not, contains, starts with, greater than, less than

Value– The actual data that the filter is looking for.

Example:High (for Priority), New (for State), IT Support (for Category)

Example of a Filter Condition in ServiceNow:If you want to filter Incident records where theStateisNew, the filter condition would be:

Field:State

Operator:is

Value:New

A. Table–

A table is where data is stored, but it isnota component of a filter condition.

Filters are appliedona table but do not include the table itself in the condition.

ServiceNow Docs: Filtering Data in Lists and Reportshttps://docs.servicenow.com/en-US/bundle/utah-platform-user-interface/page/use/using-lists/concept/filtering-lists.html

ServiceNow CSA Official Training Guide (Filtering and Searching Data)

Why the Other Option is Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms thatField, Operator, and Valueare the three core components of a filter condition.

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."

Themain UI components of the ServiceNow platformare designed to provide a structured and user-friendly experience for interacting with the system. These core UI elements include:

Banner Frame– Displays key information such as the logo, user profile, settings, and global search.

Application Navigator– Provides access to different modules and applications within ServiceNow.

Content Frame– Displays the main content area where users interact with forms, lists, and dashboards.

A. Banner Navigator– Incorrect terminology; the correct term isBanner Frame.

C. Application Frame– No such UI component exists in ServiceNow.

E. Content Menu– This is not a primary UI component; the correct term isContent Frame.

Why Other Options Are Incorrect:

ServiceNow Documentation:User Interface Overview

CSA Exam Guide:CoversBanner Frame, Application Navigator, and Content Frameas the three primary UI components.

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

B. Banner Frame, D. Application Navigator, F. Content Frame

InServiceNow Knowledge Management,flagging an articleis a feature that allows users toreport errors or issueswithin a knowledge article. This helps maintain article accuracy and ensures that outdated or incorrect information is addressed by knowledge managers.

Error Reporting

Users can flag an article if they findincorrect, outdated, or misleading information.

Knowledge managers receive anotificationabout flagged articles and can review them for updates.

Article Quality Control

Helps improve knowledge base content by allowing users topoint out inaccuracies.

Ensures that knowledge articles remainrelevant and useful.

Notifying Knowledge Managers

Flagged articles appear in theKnowledge Base Administration module, allowing managers totrack and resolve flagged issues.

A. To mark an article to read later

Incorrect: There isnobuilt-in "read later" feature in ServiceNow Knowledge Management.

Instead, users canbookmarkan article for quick access.

B. Allow a user to submit feedback about an article

Incorrect:

Feedback is submitted through theFeedback feature, which allows users to rate articles and provide comments.

Flaggingis specifically forerror reporting, not general feedback.

Key Purposes of Flagging an Article:Why Other Options Are Incorrect?

Flagging Knowledge Articles

Flagging an Article for Review

Managing Flagged Articles

Knowledge Management Administration

References from ServiceNow CSA Documentation:

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.

ServiceNow follows asingle-instance, single-tenant architecture,nota multiple-tenant architecture. This means:

Single-Instance:

Each ServiceNow instance is aunique, independent environmentfor a customer.

All customers have their own dedicated instance with their owncustom configurations, data, workflows, and applications.

ServiceNow instances are hosted in amulti-instance cloud modelrather than a multi-tenant model.

Single-Tenant Model (Multi-Instance Architecture):

Unlikemulti-tenant architectures(where multiple customers share the same application and database), ServiceNow provideseach customer with a separate, isolated instance.

Thisensures data security, performance isolation, and customization flexibility.

Each instance has its owndata storage, configuration, and upgrade schedule, reducing risks associated with shared environments.

Why ServiceNow Uses Multi-Instance Instead of Multi-Tenant:

Security & Data Isolation:Since each customer has an independent instance, there isno risk of data leakagebetween tenants.

Customization & Flexibility:Customers cancustomizetheir instance freely without affecting others.

Performance & Scalability:Each instance can bescaled independently, ensuring optimal performance.

ServiceNow does NOT use a multiple-tenant architecture.

ServiceNow follows a single-instance, single-tenant (multi-instance) model.

Each customer has a dedicated instance with isolated resources and configurations.

A multi-tenant architecturemeans multiple customerssharethe same application/database with logical separation, which is NOT the case in ServiceNow.

ServiceNow instead provides separate instancesfor each customer, meaning it isnota true multi-tenant system.

ServiceNow Product Documentation – Multi-Instance Cloud Modelhttps://docs.servicenow.com

ServiceNow Community – Single-Tenant vs. Multi-Tenant Explained

ServiceNow Best Practices – Security & Instance Architecture

Why Option B (False) Is Correct?Why Option A (True) Is Incorrect?References from Certified System Administrator (CSA) Documentation:

Client Scriptsin ServiceNow are scripts that runon the client-side (browser)and execute in real-time based on user interactions with a form.

B. A client script

Runs in the user’s browserwhen they interact with the form.

Can trigger alerts, field changes, or validationsinstantly.

Example:

If a user changes thePriorityfield on anIncident form, aClient Scriptcan:

Display analert

Change other field values (e.g., auto-setImpact and Urgency)

Validate input before submission

A. A server script

Server-side scripts executeon the server, not in the browser.

These includeBusiness Rules, Script Includes, and Scheduled Jobs.

They runafter form submission, not during real-time user interactions.

C. A fix script

Fix scripts areone-time scriptsused fordata correctionsorinstance updates.

They donotexecute based on form interactions.

D. A business rule

Business Rulesrunon the serverand typically triggeron record insert, update, or delete.

They donotprovide real-time alerts in the user’s browser.

InServiceNow Table Inheritance, tables can be categorized asBase, Parent, or Childdepending on how they relate to other tables.

Task Table:

Base Table:Since it isnot extended from any other table, it serves as the foundation for other tables.

Parent Table:Because theIncident tableextends from Task, Task acts as aParenttable.

Incident Table:

Parent Table:BecauseSuper Incident extends from Incident, it becomes aParentto Super Incident.

Child Table:Since it extends fromTask, it is aChildtable to Task.

Super Incident Table:

Child Table:Because it extends fromIncident, it is aChildtable.

Not a Parent or Base Tablebecause no other table extends from it.

Understanding Table Relationships in the Given Scenario:Final Table Classification:Table

Base Table?

Parent Table?

Child Table?

Task

Yes

Yes

No

Incident

No

Yes

Yes

Super Incident

No

No

Yes

A. Incident table is a Base table →Incorrect

TheTask tableis the Base table, not Incident.

E. Super Incident table is a Parent table →Incorrect

No table extends from Super Incident, so itcannot be a Parent table.

F. Super Incident table is a Base table →Incorrect

It is extended fromIncident, meaning itis not a Base table.

I. Task table is a Child table →Incorrect

Sinceno other table extends to Task, it isnot a Child table.

Table Inheritance in ServiceNow

Extending Tables

Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:

In aServiceNow list view, eachrowrepresents asingle recordfrom the table being viewed.

For example:

In theIncident table (incident), each row representsone Incident record.

In theUser table (sys_user), each row representsone User record.

Each row = A single record

Each column = A field from the record

A. A filter

Filters are used tonarrow down resultsbut do not define what each row represents.

C. A table

The table contains multiplerecords, but eachrow only represents one record.

D. A field

Fields representindividual attributesof a record (e.g., "Priority" or "Category"), but a rowcontains multiple fieldsthat make up a record.

InServiceNow Knowledge Management,User Criteriais thebest practice methodforrestricting access to knowledge articles.

Controls Who Can Read or Contribute to a Knowledge Base

Read Access– Determines which users canviewarticles in a Knowledge Base.

Contribute Access– Determines which users cancreate, edit, or publisharticles.

Can Be Based on Multiple Factors

User Criteria caninclude or exclude usersbased on:

Roles

Groups

Departments

Locations

Flexible & Scalable

Instead of manually assigning permissionsarticle-by-article, User Criteriaapplies rules to the entire Knowledge Base.

This method provides acentralized way to manage permissionsfor large teams.

Why is "User Criteria" the Correct Answer?

A. CategoriesIncorrect– Categoriesorganizeknowledge articles into groups, but they donotcontrol access.

B. RolesIncorrect– While roles can be usedwithin User Criteria, theyalonedo not determine access.

User Criteria providesmore granular controlthan just assigning roles.

D. GroupsIncorrect– Groups can beincluded in User Criteria, but groups alonedo not directly control knowledge access.

Incorrect Answer Choices Analysis:

ServiceNow Docs – User Criteria for Knowledge Management????User Criteria Overview

ServiceNow Docs – Managing Knowledge Base Permissions????How to Configure Knowledge Access

Official ServiceNow Documentation References:

In ServiceNowFlow Designer, when an action is executed within a flow, it generates aruntime valuethat remains consistent throughout the flow execution. This value is known as adata pill runtime value.

????Understanding Data Pill Runtime Values:

Definition:A data pill represents dynamic data retrieved from a trigger, action, or step in a flow.

Behavior:When a flow runs an action, it produces adata pillthat stores the generated value. This value remains unchanged for the duration of the flow’s execution.

Usage:These values can be used in conditions, other actions, or as inputs to subsequent steps.

????Key Features of Data Pills in Flow Designer:

Persistency:The data pill’s value remains the same throughout the flow’s execution.

Accessibility:Data pills can be referenced throughout different actions in the flow.

Dynamic Population:Data pills dynamically capture runtime values, eliminating the need for hardcoding.

????Example Scenario:

Suppose a flow is triggered when a new incident is created. The incident’ssys_idis stored as adata pilland can be referenced in subsequent actions, such as sending an email notification or updating the record.

????Reference:

ServiceNow Docs: Understanding Data Pills in Flow Designer

ServiceNow Flow Designer Training: Flow Designer Basics

InServiceNow Access Control Definitions, permissions for a table can be set usingAccess Control Rules (ACLs), which define who cancreate, read, update, and delete (CRUD)records. Permissions can be applied using:

Roles

Roles(sys_user_role) control access by grouping users with similar permissions.

Example: An ACL rule can specify that only users with theitilrole can view incidents.

Script that sets the answer variable to true or false

Customscripts(written in ACL conditions) determine access dynamically.

Example: A script may check if the logged-in user is therecord's assigned userbefore granting permission.

Conditional Expressions

Conditional expressions allowrule-based accesswithout scripting.

Example: A condition like"Assigned to is the current user"can be used to restrict access.

A. Groups

Access Control Rules are applied based onroles, not groups. While roles can be assigned to groups, ACLs do not directly use groups.

B. CRUD

CRUD (Create, Read, Update, Delete) isnot a method of setting permissionsbut rather theactionsthat ACLs control.

In ServiceNow,rolesdetermine what users can see and do within the platform.

The IT useronly sees the Self-Service homepageinstead of the full ServiceNow interface, including task records.

This suggests that their accountdoes not have the necessary role(s) to access task records.

Issue:Why the Correct Answers?D. Their user account does not have the itil role

Theitil roleis required to work with ITSM task records (e.g., Incidents, Problems, Changes).

Without this role, usersonly have access to the Self-Service portal.

E. Their user account does not belong to any groups, which contain the itil role

Even if a user is not directly assigned theitil role, they can inherit itthrough a group membership.

If theiruser account is not part of an ITSM-related groupthat has theitil role, they will not be able to access tasks.

A. Their user account failed LDAP authentication →Incorrect

If LDAP authentication failed, the userwould not be able to log in at all.

In this case, theyare logged in but only see Self-Service, meaning authentication is not the issue.

B. Their user account is not logged in properly →Incorrect

If the login was incorrect, they would belogged out or receive an error message.

The issue here isa lack of permissions, not a login failure.

C. Their user account was not approved by their manager →Incorrect

Manager approval is not required for standard ITSM roles and access.

Why Other Options Are Incorrect?

User Roles in ServiceNow

Assigning Roles and Group Memberships

Official ServiceNow Documentation Reference: