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 master table that contains a record for each table in the database?
[sys_master_db]
[sys_db_object]
[sys_master_object]
[sys_object_db]
In ServiceNow,all tablesin the database are recorded in amaster tablecalled[sys_db_object]. This table stores metadata about each table in the system, including itsname, label, and other attributes.
Stores a record for every table in the ServiceNow instance.
Tracks essential table properties, such as thetable name, label, and whether it is an extension of another table.
Helps administratorsview, modify, or create new tablesin ServiceNow.
Used inTable Administration and Custom Table Development.
A. [sys_master_db]–
This tabledoes not existin ServiceNow.
C. [sys_master_object]–
There is no such table named "sys_master_object" in ServiceNow.
D. [sys_object_db]–
This tabledoes not existin ServiceNow.
The correct name issys_db_object.
Navigate toSystem Definition→Tables.
Search for the tablesys_db_object.
Open the table to see records representing all tables in the instance.
ServiceNow Docs: Understanding Tables and Fieldshttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/metadata/concept/c_TablesAndFields.html
ServiceNow CSA Official Training Guide (System Data and Tables Overview)
Key Functions of [sys_db_object]:Why the Other Options Are Incorrect?How to View the [sys_db_object] Table in ServiceNow?References from Certified System Administrator (CSA) Documentation:This confirms that[sys_db_object]is themaster tablethat contains a record for every table in the ServiceNow database.
Which of the following can be customized through the Basic Configuration UI 16 module? (Choose three.)
Banner Image
Record Number Format
Browser Tab Title
System Date Format
Form Header Size
TheBasic Configuration UI 16 modulein ServiceNow allows administrators to make basic UI customizations without needing to modify code or system properties manually. These settings apply to theoverall look and feelof the instance.
Banner Image (Option A)
Allows admins to change theServiceNow banner logoat the top of the page.
This is useful for branding the instance with a company’s logo.
Browser Tab Title (Option C)
Changes thetitle displayed on the browser tabwhen accessing the ServiceNow instance.
Helps customize the instance’s branding for different user environments (e.g., "IT Service Portal" instead of "ServiceNow").
System Date Format (Option D)
Allows admins toset the date formatdisplayed across the instance.
Helps standardize date display based on organizational or regional preferences (e.g.,MM/DD/YYYY vs. DD/MM/YYYY).
Customizable Elements via Basic Configuration UI 16:
Why Are the Other Options Incorrect?B. Record Number Format
Incorrect:The format of record numbers (such asINC0010001 for incidents) is controlled viaSystem Definition → Number MaintenanceandNOTin Basic Configuration UI 16.
E. Form Header Size
Incorrect:The form header size isnot directly customizable through Basic Configuration UI 16.
Form layout and styling changes are managed throughUI Policies, Client Scripts, or custom CSS configurations.
Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Basic Configuration UI 16
????ServiceNow UI Customization Documentation
"Basic Configuration UI 16 provides a simple way to modifybanner images, browser titles, and system-wide date formats."
Conclusion:The correct answers are:
A. Banner Image(Customizes the instance’s logo)
C. Browser Tab Title(Changes the browser tab text)
D. System Date Format(Sets the instance-wide date format)
????Understanding Basic Configuration UI 16 is important for ServiceNow administratorsto quickly apply branding and instance-wide display settings without modifying system properties manually.
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:
Which of the following is true of Service Catalog Items in relation to the Service Catalog?
They run behind the scenes.
They are the building blocks.
They are optional.
They provide options.
InServiceNow, theService Catalogis a centralized portal where users can request IT services, hardware, software, and other business-related items. Within theService Catalog, the fundamental components are known asService Catalog Items.
Definition of Service Catalog Items:
AService Catalog Itemrepresents a specific service, product, or action that a user can request from theService Catalog.
It is thecore componentthat defines what users can request.
Examples include:
Requesting anew laptop
Submitting anaccess request
Ordering asoftware installation
Why They Are the "Building Blocks" of the Service Catalog:
All Service Catalog requests are based on catalog items—without them, the catalog has no offerings.
Each item has associated workflows, approvals, and fulfillment processesthat define how the request is handled.
They form the foundationof the Service Catalog because every service request must be tied to an item.
Understanding Service Catalog Items
Why Answer "B" is Correct:✔️"They are the building blocks."
Service Catalog Itemsserve as the fundamental componentsof the catalog.
They define what services and products are available for request.
Withoutcatalog items, the Service Catalog would not function as intended.
Why the Other Answers Are Incorrect:A. "They run behind the scenes."
Incorrectbecause Service Catalog Items arevisible to usersin the Service Catalog portal.
While workflows and fulfillment processes may operate in the background, the items themselves arenot hidden.
C. "They are optional."
Incorrectbecause Service Catalog Items aremandatoryfor a functioning Service Catalog.
Thecatalog is useless without catalog items, making them essential, not optional.
D. "They provide options."
Incorrectbecause while Service Catalog Items can havevariables(such as dropdown selections or checkboxes), their primary role isnot just to provide options but to define the services available.
ServiceNow CSA Study Guide – Service Catalog & Request Management
ServiceNow Docs: Service Catalog Overview(ServiceNow Documentation)
ServiceNow Tables & Data Model (sc_catalog, sc_cat_item, sc_request, sc_task)
References from the Certified System Administrator (CSA) Documentation:
Which statement is true about business rules?
A business rule must run before a database action occurs
A business rule can be a piece of Javascript
A business rule must not run before a database action occurs
A business rule monitors fields on a form
Abusiness rulein ServiceNow is a server-side script written inJavaScriptthat executes when a record is inserted, updated, deleted, or queried. Business rules allow for automation and enforcement of business logic without requiring manual intervention.
Business rules arenot tied to formsbut instead runon the server-sidewhen a database operation occurs. They can be configured to execute:
Beforea record is saved (Before Business Rule)
Aftera record is saved (After Business Rule)
Asynchronously(Async Business Rule)
Before a query is run on the database(Query Business Rule)
Explanation of the Correct Answer:B. A business rule can be a piece of JavaScript(Correct)
Business rules are written inJavaScript, allowing administrators to define custom logic that executes on the server.
These scripts can modify data, enforce rules, validate fields, or trigger other workflows.
Example JavaScript snippet for a business rule:
if(current.state=='3'&& current.priority!='1') {
current.priority='1';
gs.addInfoMessage("Priority set to High because state is Resolved.");
}
This rule ensures that if an incident's state is changed toResolved, its priority is automatically set to High.
Why the Other Options Are Incorrect:A. A business rule must run before a database action occurs (Incorrect)
Business rulescan run before a database action occurs, but they can also executeafterorasynchronously.
Business rules have four execution types:
Before– Runs before the record is inserted/updated in the database.
After– Runs after the record is committed to the database.
Async– Runs in the background after the transaction completes.
Query– Runs before data is returned to a user (modifies query results).
C. A business rule must not run before a database action occurs (Incorrect)
This is false because some business rulesdo run beforea database action (e.g., aBefore Business Rulecan validate data before saving).
D. A business rule monitors fields on a form (Incorrect)
Business rulesdo not monitor form fields directly. Instead, they execute based on database operations.
If real-time monitoring of form fields is needed,Client Scripts(not Business Rules) are used for this purpose.
Automaticallyassigning prioritybased on ticket severity.
Preventing updates to certain records if a condition is not met.
Sending email notifications when a record changes.
Modifying data before it is saved to enforce business policies.
Example Use Cases for Business Rules:
Which type of tables may be extended by other tables, but do not extend another table?
Base Tables
Core Tables
Extended Tables
Custom Tables
InServiceNow, tables are structured in a hierarchical format wheresome tables can extend others, inheriting fields and properties. However, there are specific tables thatdo not extend any other table but can be extended—these are known asBase Tables.
Base Tables:
ABase Tableis a table thatdoes not extend another tablebutcan be extended by other tables.
It serves as afoundationfor creating new tables.
Example:
Task Table (task)– TheIncident, Problem, and Change tablesextend from the Task table.
Configuration Item Table (cmdb_ci)– Used as a base for various CI types.
Core Tables:
Core Tablesare thestandard tablesprovided by ServiceNow.
Theycan be base tables or extended tablesdepending on their role.
Example:
Task (task)andUser (sys_user)are core tables, but onlysome core tables are base tables.
Extended Tables:
Extended Tablesare tables thatinherit fields and functionalityfrom aparent table.
Example:
Incident (incident)extends fromTask (task).
Custom Tables:
Custom Tablesare tables thatdevelopers create for specific business needs.
They may or may not extend another table depending on their design.
Understanding Table Types in ServiceNow
Why Answer "A" is Correct:✔️"Base Tables" are tables that may be extended by other tables but do not extend another table.
These tablesdo not inherit fieldsfrom any other table.
They provide thefoundation for extensions, making them the top-level tables in ServiceNow’s data hierarchy.
Example: TheTask tableis a base table because it does not extend another table but serves as the foundation for many other tables (e.g., Incident, Problem, Change).
Why the Other Answers Are Incorrect:B. "Core Tables"
IncorrectbecauseCore Tables are standard ServiceNow tables, but theycan be either base or extended tables.
Not all core tables follow the definition of a base table.
C. "Extended Tables"
Incorrectbecause extended tablesinherit fields from parent tables, meaning theydo extend another table.
Example: TheIncident table extends from the Task table, making it anextended table.
D. "Custom Tables"
IncorrectbecauseCustom Tablescan beeither base or extended tablesdepending on how they are created.
If a developer chooses to extend an existing table, then it isnot a base table.
ServiceNow CSA Study Guide – Data Schema & Tables
ServiceNow Docs: Table Hierarchy & Extensions(ServiceNow Documentation)
ServiceNow Data Model Overview (Base Tables & Extended Tables)
References from the Certified System Administrator (CSA) Documentation:
What is a formatter? Select one of the following.
A formatter allows you to configure applications on your instance
A formatter is a form element used to display information that is not a field in the record
A formatter allows you to populate fields automatically
A formatter is a set of conditions applied to a table to help find and work with data
Aformatterin ServiceNow is aUI elementthat is added to a form to display useful information that isnot stored as a field in the database record.
Itenhances the form UIby providing additional context or tools for users.
Formattersdo not store datain the underlying database table.
They aredrag-and-drop elementsthat can be added to forms using theForm Layout editor.
Activity Formatter– Displays the history of updates, comments, and work notes.
Process Flow Formatter– Shows a graphical representation of the record's workflow.
Parent Breadcrumb Formatter– Displays the hierarchy of parent-child relationships.
CI Relations Formatter– Shows Configuration Item (CI) relationships in CMDB.
User Approval Formatter– Displays approval status and history.
Key Characteristics of a Formatter:Common Examples of Formatters in ServiceNow:
Why is Option B Correct?A formatter is a form element used to display information that is not a field in the record.
It provides additionalvisual or functional elementson a form without altering stored data.
Why Are the Other Options Incorrect?A. "A formatter allows you to configure applications on your instance."
Incorrect:Formattersdo not configure applications; they only modify the form layout for better user experience.
Correct Alternative:Application configuration is done viaSystem ApplicationsorApplication Navigator.
C. "A formatter allows you to populate fields automatically."
Incorrect:Formattersdo not fill or modify fields.
Correct Alternative:Business Rules, Client Scripts, and UI Policieshandle field population.
D. "A formatter is a set of conditions applied to a table to help find and work with data."
Incorrect:Thecorrect term for this is a Filter or Condition Builder, not a Formatter.
Correct Alternative:Filters are used inList Views, Reports, and Business Rules.
Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Form Layout and Formatters
????ServiceNow Formatters Documentation
"A formatter is aform element that displays information that is not a field in the recordbut enhances the user experience."
What are the 5 provided Roles by ServiceNow?
System Administrator: The admin role provides access to all platform features, applications, functions and data.
Specialized Administrator: Specialized administrator roles manage specific functions or applications, such as Assignment Rules, Knowledge base, reports, or web services
Fulfiller: Users with the ITIL role may fulfill ITIL activities associated with the ITIL workflow, including Incident and Change management.
Approver: Users with the Approver user role can perform all requester actions and may view or modify approval records directed to the approver
Requester: Also known as Employee Self Service (ESS) users, these users have no roles but can submit and manage their own requests, access public pages, etc.
ServiceNow providesfive primary rolesthat define access and permissions within the platform. These roles help structure user responsibilities and ensure that users only have access to the necessary functions.
Thehighest level of accessin ServiceNow.
Can manage all platform features, applications, data, and configurations.
Has control overusers, security settings, system properties, and scripting capabilities.
Example: A ServiceNow admin configuring new workflows, modifying tables, or setting up instance-wide settings.
Manages specific applications or functionalities within ServiceNow.
Includes roles such as:
knowledge_admin(Manages Knowledge Base)
report_admin(Manages Reports)
catalog_admin(Manages Service Catalog)
Example: A Knowledge Base Administrator controlling access to articles and updating knowledge categories.
Users with theITIL rolewho perform IT Service Management (ITSM) tasks.
Cancreate, update, and resolve recordssuch as incidents, problems, changes, and requests.
Example: A service desk agent handling incidents and requests.
Users with theApprover rolecanapprove or reject requests, such as change requests or access requests.
Can view or modify approval records directed to them but cannot fulfill other ITIL tasks.
Example: A manager approving a new software installation request.
Basic userswith no assigned roles.
Cansubmit requests, view their own tickets, and access public pages(e.g., Knowledge Base, Catalog).
Example: An employee submitting a request for laptop repair via the ServiceNow portal.
1. System Administrator (admin)2. Specialized Administrator3. Fulfiller (ITIL Role)4. Approver5. Requester (Employee Self-Service - ESS)
These roles form thefoundation of role-based access control (RBAC)in ServiceNow.
They ensure that usersonly access the data and functions relevant to their job responsibilities.
Additional roles can be assigned based on business needs, but these five cover the core platform functionalities.
Why These Are the Provided Roles in ServiceNow:
ServiceNow Documentation:User Roles in ServiceNow
CSA Exam Guide:CoversSystem Administrator, Specialized Administrator, Fulfiller, Approver, and Requesteras the standard user roles.
Reference from CSA Documentation:Thus, the correct answer is:
A. System Administrator, B. Specialized Administrator, C. Fulfiller, D. Approver, E. Requester
Which one of the following statements is true about Column Context Menus?
It displays actions such as creating quick reports, configuring the list, and exporting data
It displays actions related to filtering options, assigning tags, and search
It displays actions related to viewing and filtering the entire list
It displays actions such as view form, view related task, and add relationship
Column Context Menusin ServiceNow provide options for interacting with list columns in a table. These menus allow users to customize list views, generate quick reports, export data, and configure list settings.
When users right-click on acolumn headerin a list view, they see a context menu with several actions. The correct answer,Option A, correctly describes these capabilities.
Create Quick Reports
Users can generatebar charts, pie charts, or other visual reportsbased on column data.
Example: Right-clicking on the "State" column in anIncidentslist allows users to create a report showing the count of incidents per state.
Configure the List
Users can modify the list layout, display additional columns, or customize fields.
Options includePersonalize List, Show / Hide Columns, and Sortfeatures.
Export Data
Data can be exported in various formats, such asExcel, CSV, PDF, or XML.
Example: Exporting all incidents assigned to a particular group.
Key Features of Column Context Menus:
Why the Other Options Are Incorrect:B. It displays actions related to filtering options, assigning tags, and search (Incorrect)
Filtering options are part of theFilter Navigator and List Context Menu, not theColumn Context Menu.
Assigning tags and performing searches happen within the list view but are not primary functions of theColumn Context Menu.
C. It displays actions related to viewing and filtering the entire list (Incorrect)
While column menus allow sorting and filtering, filtering theentirelist is mainly done via theList Context Menu(right-clicking the entire list or using the filter option at the top).
D. It displays actions such as view form, view related task, and add relationship (Incorrect)
Viewing forms, related tasks, and adding relationships are functions available when interacting withrecord-levelactions (right-clicking a row), not a column.
These actions are available via theList Context MenuorRelated Lists, not theColumn Context Menu.
Navigate toIncident > All.
Right-click on thePrioritycolumn header.
A menu appears with options such as:
Sort (Ascending/Descending)
Group By This Field
Create Report
Export Data
Configure List Layout
Example of Using a Column Context Menu in ServiceNow:
