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

In ServiceNow,impersonating a userallows administrators or authorized users to temporarily assume another user’s identity. This is useful fortroubleshooting, testing permissions, and verifying user experiences.

admin (A)

Users with theadminroleautomaticallyhave impersonation privileges.

Admin userscan impersonate any user in the system.

Example: A system admin impersonates aService Desk Agentto test access restrictions.

impersonator (E)

Theimpersonatorrole allows a user to impersonate otherswithout full admin privileges.

This role is useful forsupport teams or testerswho need to verify user permissions.

Example: A QA tester is given theimpersonatorrole to test different roles in the system.

B. sys_admin

No such role assys_adminin ServiceNow—this is likely amistyped version of "admin".

C. security_admin

security_adminis used forelevating privilegesto modify high-security settings, not for impersonation.

D. sys_user

Thesys_usertablestores user recordsbut isnot a role.

Regular userscannotimpersonate others unless they have theimpersonatororadminrole.

InServiceNow, aBreadcrumbis thestring of filter criteriadisplayed at the top of a list when filters are applied. Breadcrumbs help usersnavigate and refine filterswithout having to manually edit conditions.

Navigate to a list view(e.g., Incidents, Requests).

Apply a filter (e.g., "Priority is High" AND "State is New").

Abreadcrumb stringappears, displaying the filter conditions.

Users canclick on different parts of the breadcrumbto adjust or remove filter conditions dynamically.

A. Topic

Topics are used inKnowledge Management and Virtual Agentbut do not represent filter criteria.

B. Choice

A Choice refers todropdown optionsin ServiceNow fields, not filters.

D. Menu

Menus provide navigation options, but they do not display filters.

InServiceNow, theTask (task) tableis aparent tablethat provides a common structure forwork-related records. Several core tablesinherit from the Task table, meaning theyreuseits fields, business rules, and workflows.

The following tables arechildren of the Task tablein thebase system:

Incident (incident)

Used for managingbreak/fix issuesreported by users.

Inherits fields likeAssigned To, State, Priorityfrom the Task table.

Problem (problem)

Used forroot cause analysisof recurring incidents.

Inherits Task table properties, making it easy to relate problems to incidents.

Change Request (change_request)

Used tomanage changes in IT infrastructure(e.g., software updates, hardware replacements).

Inherits fields likeAssignment Group, Description, Statefrom the Task table.

D. Config

No such table named "Config" exists as a child of the Task table. Configuration-related data is stored inCMDB tables.

E. Dictionary

TheDictionary (sys_dictionary)table storesmetadata about database fields, not task-related records.

F. cmdb

TheCMDB (cmdb) table is not a child of the Task table. It storesConfiguration Items (CIs)like servers, routers, and software, which are separate from task-based workflows.

When movinghomepagesordashboardsbetween ServiceNow instances (e.g., from development to production), they arenot automatically includedin an update set. Instead, they must bemanually addedto the update set before migration.

C. Manually add them to the update set

Homepages and dashboards donotget included in update sets by default.

To move them, you must:

Navigate toSystem UI > Homepage Admin > PagesorPerformance Analytics > Dashboards

Select the homepage or dashboard you want to move.

Use theAdd to Update Setfunction to include them in your active update set.

Once added, move the update set to another instance and commit it.

A. Create a separate update set for them

While it's a good practice to keep UI elements in separate update sets, it isnot a requirement.

Homepages/dashboards can be added toany active update setmanually.

B. They are automatically added to the update set

Incorrect—ServiceNowdoes notautomatically add homepages or dashboards to update sets.

D. They cannot be moved via update set

Incorrect—Theycanbe moved via update sets, but they must bemanually added.

Tofilter a long list of recordsand find those whereShort Description contains "email", the best practice is to use thecolumn searchfeature:

Click the List Magnifier (????)to open thecolumn searchoptions.

In the "Short Description" column search box, type:

Steps to Filter a List by "email" in Short Description:email

Press Enterto apply the filter.

This methodautomatically applies a "contains" filter, meaning it will showany records where "email" appears anywhere in the Short Description field.

A. Click List Magnifier to expand column search, on Short Description, type %email, click enter →Incorrect

% (percent sign) is not a valid wildcardin ServiceNow's list filters.

C. On Search box, select text, type email, click enter →Incorrect

Theglobal search box searches across multiple tables, not just the Short Description field.

D. Click List Magnifier to expand column search, on Short Description type 'email, click enter →Incorrect

Single quotes ('email') are not requiredin column searches.

Why Other Options Are Incorrect?

Using List Filters in ServiceNow

ServiceNow Search Operators

Official ServiceNow Documentation Reference:

InServiceNow,Client Scriptsrun on the client-side (browser) andmodify form behaviordynamically.

Tovalidate form data before submission, you must use anonSubmit()Client Script.

Executes Before Form Submission

TheonSubmit() Client Scriptrunsjust before the form is submitted, allowing validation checks.

If an issue is found, you canprevent form submissionusingreturn false;.

Best for Data Validation

Can check ifrequired fieldsare filled.

Can enforcebusiness rules on the client-side.

Example: Preventing submission if the"Short Description"field is empty.

Why is "onSubmit()" the Correct Answer?

ExampleonSubmit()Client Script:functiononSubmit() {

varshortDesc = g_form.getValue('short_description');

if(!shortDesc) {

alert('Short Description is required before submitting.');

returnfalse; // Stops the form from being submitted

}

returntrue;// Allows form submission

}

A. onSubmission()Incorrect–This is not a valid ServiceNow Client Script type.

C. onLoadIncorrect–Runs when the form loads, butdoes not validate form submission.

D. onUpdate()Incorrect–Runs when a record is updated, but doesnot control form submission.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Client Scripts Overview????Understanding Client Scripts

ServiceNow Docs – Using onSubmit() Client Scripts????Client Script Examples

Official ServiceNow Documentation References:

Detailed Explanation:

To assign a task to themselves, users in ServiceNow can:

Option A:Use the check box to select the record, then click the Person icon to assign it.

Option B:Select the Task number and use theAssign to meUI action available on the form. These methods provide quick ways for users to take ownership of tasks directly from the list view. (Reference: ServiceNow Documentation - Task Assignment and List Actions)

In ServiceNow, to modify the available choices for a choice field like "Priority" on a form, an administrator must use the"Configure Choices"option. This can be accessed by:

Right-clicking the field label (e.g., Priority).

Selecting"Configure Choices"from the context menu.

Adding, editing, or removing available choice values for that field.

This method ensures that only the available choices are displayed to users.The "Priority" field in a Catalog Task is a choice field, so modifying its options requires "Configure Choices".

✔Related Listsallow administrators to displayassociated recordsat the bottom of a form, such asincidents assigned to a userorrequests submitted by a caller.

Steps to Add a Related List:

Open aUser record(e.g., sys_user table).

Click on theForm Context Menu (☰)>Configure>Related Lists.

SelectIncidents (task table with condition "Opened by = current user").

Save changes.

Option B (Related Cases)is incorrect becausecasesrefer to Customer Service Management (CSM), not Incident Management.

Option C (Add Lists)is incorrect because the correct term isRelated Lists, not "Add Lists".

Option D (Related Records)is incorrect because there is no such direct menu option.

????Reference:ServiceNow UI Configuration – Related Lists

In ServiceNow, theActivitysection on a task record provides areal-time log of all recent updates, including field changes, comments, and system-generated events.

Displays achronological historyof changes made to a record.

IncludesWork Notes,Additional Comments, andField Changes.

Showswho made the changeandwhen it occurred.

Can befilteredto show only specific types of updates (e.g., comments, field changes).

A. Timeline →Incorrect

There is no standard "Timeline" section on a task record.

Visual Task Boards (VTBs)have timelines, but task records useActivity.

B. Journal →Incorrect

ServiceNowdoes nothave a "Journal" section for task records.

Journal fields(e.g., "Additional Comments" and "Work Notes") store specific updates, butActivityprovides the full record history.

C. Audit Log →Incorrect

TheAudit Log (sys_audit table)tracks changes but is not displayed directly on task records.

Admins need tomanually querytheAudit Logfor historical changes.

Activity Stream Overview

Understanding Journal Fields

Key Features of the Activity Section:Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:

To add a field to a form in ServiceNow, you can use two primary methods:

How to access:Right-click on the form header → SelectConfigure > Form Layout

Functionality:

Provides a simple interface toadd, remove, or reorder fieldson a form.

Allows adding new fields directly from the available database fields.

Suitable for basic form modifications without needing a drag-and-drop UI.

How to access:Click on thecontext menu(three horizontal bars on the top-left of the form) → SelectConfigure > Form Designer

Functionality:

Adrag-and-dropinterface to add, remove, or rearrange fields easily.

Enables more advanced customization, such as addingsections and UI policies.

Provides a visual representation of the form’s structure.

1. Configure > Form Layout2. Configure > Form Designer

Incorrect Answer Choices Explanation:A. Select Fields and Columns module– No such module exists for direct form editing. Fields are defined at the table level but not directly added to forms here.

D. Select Field Class Manager module– This module does not exist; it is not used for adding fields to forms.

ServiceNow Documentation: Form ConfigurationConfigure a Form

ServiceNow Form Designer GuideForm Designer

Official CSA Documentation Reference:

SpokesinServiceNow IntegrationHubare pre-built connectors that allow organizations to integrate with external systemswithout requiring custom scripting. They providelow-code/no-codesolutions, making integrations faster and more scalable.

A. Reduces the need for code

Spokes come withprebuilt actions, reducing the need forcustom scripting.

Example: Instead of writing aREST API scriptto send a message viaSlack, aSlack Spokeprovides anactionfor it.

B. Features scale and control mechanisms

Spokes supportenterprise scalabilitywith built-ingovernance, security, and controlmechanisms.

Example:Rate limitsprevent excessive API calls, ensuring stability inlarge-scaleintegrations.

D. Ensures discoverability and reuse

Spokes allowactionsto bereusedacross different flows and automations.

Thisenhances maintainabilityby ensuring integrations are not duplicated.

C. Free spokes are available in the ServiceNow Store

Whilesomespokes are free,many require a separate license.

IntegrationHub Standard and Enterprisesubscriptions cover most advanced spokes.

E. Automated event management

Event Managementis part ofITOM, notIntegrationHub Spokes.

While spokestrigger actionsbased on events, theydo not manage eventslike ITOM Event Management.

InServiceNow Incident Management,work notesare used to capturetechnical and internal updatesfor an incident. These notes arestored in the Activity Logwhenever the incident is saved.

TheWork Notesfield is used forinternal communicationamong support teams.

When an incident is updated and saved,all work notesareappended to the Activity Log(a complete history of the incident).

The Activity Log provides achronological recordof all changes, includingwork notes, field updates, and system-generated messages.

Understanding Work Notes and the Activity Log:Why Option A is Correct?"All Work Notes field text is recorded in the Activity Log"– This is correct because every time an incident is saved, the Work Notesare appended to the Activity Log.

Why Other Options Are Incorrect?B. Work Notes field text is overwritten each time work is logged→ Incorrect becauseWork Notes are appended, not overwritten. Previous work notes remain visible in the Activity Log.

C. Impact is calculated by adding Priority and Urgency→ Incorrect becauseImpact, Urgency, and Priorityare independent fields, thoughPriorityis determined based onImpact + Urgencyvia business rules.

D. Additional Comments are cleared and recorded in Work Notes→ Incorrect becauseAdditional Comments(for customer-facing communication) andWork Notes(for internal teams) areseparate fields. Additional Comments are not cleared upon save.

ServiceNow Docs – Incident Management: Work Notes and Activity Loghttps://docs.servicenow.com

ServiceNow Learning – Understanding the Incident Activity Stream

ServiceNow Best Practices – Internal vs. External Communication in Incidents

References from Certified System Administrator (CSA) Documentation: