ServiceNow Certified System Administrator Quiz

Questions and Answers

Within a form, which of these methods can be used to view the dictionary settings for a field?

Right click on the reference icon and select Personalize > Dictionary (correct)

Double-click on the field label

Right click on the field label and select Personalize > Dictionary (correct)

Right click on the form header and select Personalize > Form layout

Why do Admins do user impersonation?

To activate plugins

To access application

For testing and visibility (correct)

To check user authentication

When a user customizes a homepage, the system makes a copy of the homepage and _____?

adds a "My" prefix to the homepage name

What process does the knowledge base manage?

Document review cycle, which includes submission, feedback from subject matter experts (SMEs), and publishing Signup and view all the answers

What is the primary purpose of the Impersonate feature?

To act as a different user for testing purposes Signup and view all the answers

What are the OOTB (out of the box) ServiceNow roles in ascending order?

Admin, Delegate Admin, ITIL, ESS Signup and view all the answers

Which statement of the following is correct when referring to UI actions?

Conditions can be specified to determine when a UI Action appears Signup and view all the answers

What is the difference between save & insert on a form?

Save saves the record & stays on the form while insert creates a new record & redirects to the list Signup and view all the answers

Please provide an example of when you use Access Control Record in ServiceNow?

To make the updated field on the incident form editable for admin but read only for ITIL users. Signup and view all the answers

Which one of the following statements describes the purpose of an update set?

An update set allows administrators to group a series changes into a named set and then move this set as a unit to other systems Signup and view all the answers

Which of the following are correct regarding MDM? (Select all that apply)

MDM secures the applications on the devices that are used to access organizational data. Signup and view all the answers

When roles are assigned that change a user's access permissions for the current session, the user would need to log out and log back in before the new permissions take effect.

True Signup and view all the answers

Which interface has a section where you have the option to create a new view?

List collector Signup and view all the answers

Can we drag and drop a card from one lane of the Visual Task Board to a different lane? If yes, do something change in the record?

Yes, a card can be dragged and dropped to a different lane on the Visual Task Board and some values of the record are changed accordingly Signup and view all the answers

Which form element is used to display information that is not a field in the record?

Formatter Signup and view all the answers

Work notes are for internal conversation with those resolving the task. Additional comments are customer visible comments.

True Signup and view all the answers

What was introduced to help design forms based on how they appear visually, and is typically where you will configure forms?

Form Designer Signup and view all the answers

What provides a quick alternative for things such as dot-walking to select fields from other related tables?

Form Designer Signup and view all the answers

What do you need to do before you can use an Application-based trigger in your flow?

Activate application spoke, and plug-ins as needed Signup and view all the answers

A Role is defined as what?

Collection of Permissions Signup and view all the answers

Which is the primary way to interact with ServiceNow Instance?

Workspace Signup and view all the answers

Which of the following workflow types does the Now platform provide?

All of Above Signup and view all the answers

“Additional Comments” are visible to all users including customer?

True Signup and view all the answers

Activities are the read-only entries made when records are created or upgraded?

True Signup and view all the answers

Which of the following is not the way to collaborate with team members of tasks?

User Presence Signup and view all the answers

On Visual Task Board, records do not update when cards are moved, that applies to which type?

Both Signup and view all the answers

Color schema for the report visualization belongs to?

Style Signup and view all the answers

A permalink is the best way to share knowledge article with another user?

True Signup and view all the answers

The possible methods of populating the knowledge base with knowledge articles?

All of Above Signup and view all the answers

Catalog Managers can edit and update their assigned catalogs, including its categories and catalog items?

True Signup and view all the answers

What are the two options to define the fulfillment process for a service catalog item?

Workflow Signup and view all the answers

Which one of the following shows correct options visible in the Banner Frame? (Select all that apply)

Homepage & dashboard, forms, list of records Signup and view all the answers

What type of field relationship can hold a reference to a record on another table?

One-to-One Signup and view all the answers

The sequence of publishing Knowledge articles is?

Draft --> Review --> Publish Signup and view all the answers

Which is not the main section while configuring email notifications?

Language of Email Signup and view all the answers

Which icon would you double click to expand and collapse the list of all Applications and Modules?

Application Signup and view all the answers

Which are the major components of the Service Catalog? (Choose three)

Record Producers Signup and view all the answers

Which of the following is used to initiate a flow?

A Trigger Signup and view all the answers

Which of the following is not a Data Visualization Strategy?

Export Signup and view all the answers

Which is the sequence to run an Update Set on an instance?

Retrieve, Preview, Commit, Apply Signup and view all the answers

In what order should filter elements be specified?

Field, Operator, then Value Signup and view all the answers

Which ServiceNow capability allows you to provide knowledge articles via a conversational messaging interface?

Virtual Agent Signup and view all the answers

Which technique is used to get information from a series of referenced fields from different tables?

Dot-Walking Signup and view all the answers

Which statement correctly describes Access Control rule evaluation?

If a row-level rule and a field-level rule exist, both rules must be true before an operation is allowed. Signup and view all the answers

What is the function of user impersonation?

Testing and visibility Signup and view all the answers

What is the best practice related to using the Default Update Set for moving customizations between instances?

You should not use the Default Update sets for moving between instances Signup and view all the answers

What is a Record Producer?

A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog Signup and view all the answers

Which statement is true about business rules?

A business rule must run before a database action occurs Signup and view all the answers

What are the steps for applying an update set to an instance?

Retrieve, Preview, Commit Signup and view all the answers

When creating a global custom table named “abc”, what is the table name that is automatically assigned by the platform?

u_abc Signup and view all the answers

What icon do you use to change the label on a Favorite?

Pencil Signup and view all the answers

What is generated from the Service Catalog once a user places an order for an item or service?

A request Signup and view all the answers

What are the different types of Data Sources, which may be imported into ServiceNow? (Choose four)

Implementation Spoke Signup and view all the answers

When impersonating a user for testing purposes, what is the best way to return to the instance, logged in with your user account?

End Impersonation Signup and view all the answers

If a knowledge base has no access details specified, what users are able to read articles in that knowledge base?

Any active user Signup and view all the answers

When creating a new notification, what must you define? (Choose three)

Who receives the notification Signup and view all the answers

Which of the following statements describes the purpose of an Order Guide?

Order Guide provides the ability to order multiple, related items as one request Signup and view all the answers

What are the three key tables in an enterprise CMDB? (Choose three)

cmdb_ci Signup and view all the answers

Which role can manage multiple knowledge bases?

knowledge_admin Signup and view all the answers

When importing data, what happens to imported rows, if no coalesce field is specified?

All rows are treated as new records. No existing records are updated Signup and view all the answers

Which tool is used to have conversations with logged-in users in real-time?

Now Messenger Signup and view all the answers

Which database provides a logical model of your company infrastructure by identifying, controlling, maintaining, and verifying CIs that exist?

CMDB Signup and view all the answers

Tables may have a One to Many relationships. From the Service Catalog, what are examples of tables having one to many relationships? (Choose three)

One Request can have many Requested Items Signup and view all the answers

Which one of the following statements applies to a set of fields when they are coalesced during an import?

If a match is found using the coalesce fields, the existing record is updated with the information being imported Signup and view all the answers

What are the advantages of using Flow Designer? (Choose three)

Less manual scripting Signup and view all the answers

Which one of the following statements is a recommendation from ServiceNow about Update Sets?

Avoid using the Default Update Set as an Update Set for moving customizations from instance to instance Signup and view all the answers

What resource provides a standard and shared set of service-related definitions across ServiceNow products?

Common Services Data Model (CSDM) Signup and view all the answers

Buttons, form links, and context menu items are examples of what type of functionality?

UI Action Signup and view all the answers

What is the purpose of flagging an article in a knowledge base?

Allow a user to submit feedback about an article Signup and view all the answers

What is a characteristic of importing data into ServiceNow?

An existing Transform Map can be used multiple times on the same import set Signup and view all the answers

What is the difference between a UI Policy and Data Policy?

Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions Signup and view all the answers

Select the three components of a Filter Condition:

Field Signup and view all the answers

Which section of the ServiceNow UI allows you to perform a global search?

Banner frame Signup and view all the answers

What would NOT appear in the Application Navigator if 'service' is typed into the filter field?

Incident > Assigned to me Signup and view all the answers

Which of the following is used to categorize, flag, and locate records?

Tags Signup and view all the answers

How is coalesce used in Import Sets?

Using coalesce, import sets may update existing records in a destination Production table Signup and view all the answers

What are the benefits of assigning work tasks to a group, rather than to an individual? (Choose four)

Group members can choose their tasks from My Groups Work Signup and view all the answers

Which term refers to application menus and modules which you may want to access quickly and often?

Favorites Signup and view all the answers

What is the difference between 'Insert' and 'Insert and stay'?

Insert and stay creates a new record and stays on the newly created record form, while Insert creates a new record & redirects to list view Signup and view all the answers

A Group represents?

Users having common purpose Signup and view all the answers

Which of the following statements is true when a new table is created by extending another table?

The new table inherits all of the fields of the parent table and can also contain new fields unique to itself Signup and view all the answers

What is the recommended way to share a report?

Share the Report Signup and view all the answers

Which of the following are the ways an end user can leave feedback about an article?

All of the Above Signup and view all the answers

In the Now Platform, filter conditions are also referred?

Criteria Signup and view all the answers

Which statements are not true?

ServiceNow is not a Multi-tenant system as there is a risk to mingle each other's data Signup and view all the answers

After finishing your work on High Security Settings, what do you do to return to normal admin security levels?

Use System Administration > Normal Security module Signup and view all the answers

On a home page, which one of the following page elements accesses Knowledge Base Articles?

News Signup and view all the answers

What is the most common role that has access to almost all platform features, functions, and data?

System Administrator [admin] Signup and view all the answers

What is the platform name for the User table?

sys_users Signup and view all the answers

For Administrators creating new Service Catalog items, what is a characteristic they should know about Service Catalog variables?

Service Catalog variables are global by default Signup and view all the answers

Flow Designers can be used for?

Integration with 3rd party systems/tools Signup and view all the answers

What is the best practice related to using the Default Update Set for moving customizations between instances? Service catalog displays?

All of above Signup and view all the answers

A variable set is a unit of variable which can be shared with catalog items?

True Signup and view all the answers

Service Catalog can be accessed 'All --> Service Catalog --> Self-Service' using the Next Experience Unified Navigation?

True Signup and view all the answers

To approve a catalog request, right-click request record in request list and click approve?

True Signup and view all the answers

The sequence field in service catalog displays the catalog item in the ascending order of this value?

True Signup and view all the answers

Variable type 'File' should be used to allow uploading an attachment from a question in a catalogue item?

True Signup and view all the answers

System Administrator navigate 'Edit Items' to edit a catalogue item?

True Signup and view all the answers

From the end user perspective, Categories and Subcategories is used to manage products and services in the service catalogue organized?

True Signup and view all the answers

Maintain Items --> Service Catalog --> Catalog Definitions is used to navigate in the Now Platform to see a list of catalog items?

True Signup and view all the answers

Which one is not the purpose of the service catalog workflow?

Delete / Remove Tasks Signup and view all the answers

Which is not the Role related to the Service Catalog application?

REQ Creator Signup and view all the answers

Which one is not the Service Catalog best practice?

Service Catalog --> Maintain Item Signup and view all the answers

An Item Producer is a module of Service Catalog to create records from catalog view?

True Signup and view all the answers

Which statement about CMDB Data Manager is incorrect?

It is a policy-driven framework for managing customized stages of CI’s Signup and view all the answers

In ServiceNow, BSM stands for?

Business Service Map Signup and view all the answers

Business services, 'email' are the example of which kind of entities?

Intangible Signup and view all the answers

Which method is not valid to populate CMDB?

Export Sets Signup and view all the answers

Configuration Management Database (CMDB) is the database used to store configuration records throughout their session?

False Signup and view all the answers

Which of the following factor do not belong to CMDB health dashboard?

Customization Signup and view all the answers

Common Services Data Model (CSDM) consists of?

All of Above Signup and view all the answers

Which of the following cannot be used to create configuration items (CIs) in the CMDB?

Creation based on Category and Subcategory Signup and view all the answers

Configuration Management System is a set of tools and databases used to manage an organization’s configuration data?

True Signup and view all the answers

Which two are not the possible data sources for importing data into ServiceNow? (Choose two)

JPEG Signup and view all the answers

Export Set is used to import data from various data sources and map data into SN tables?

False Signup and view all the answers

'Can Write' is a database setting on the Application Access section of a Table?

True Signup and view all the answers

Data Dictionary in ServiceNow is used?

All of Above Signup and view all the answers

The table(s) that provide Data Dictionary and Relationship Information?

All of Above Signup and view all the answers

The different Schema relationship types that are supported for tables, which two options are incorrect?

Optimizing Signup and view all the answers

The interface(s) for viewing and manipulating tables is/are?

All of Above Signup and view all the answers

Dashboards can contain Widgets, Tabs and Tables?

True Signup and view all the answers

Following field types have a one-to-many relationship, which one is the incorrect?

Document ID Field Signup and view all the answers

The field(s) that cannot be edited from List Editor?

All of Above Signup and view all the answers

Which field status indicator is incorrect?

Light red - required but has a saved value Signup and view all the answers

Type of elements in ServiceNow, which option is incorrect?

Rich Text Area Signup and view all the answers

Customizations is another name for Customer Updates?

True Signup and view all the answers

ServiceNow product 'integrationHub' provides the ability to integrate with 3rd party applications without scripting?

True Signup and view all the answers

Two update sets cannot be merged?

False Signup and view all the answers

What is not automatically captured in an Update Set?

Data Signup and view all the answers

Through update set, a group of one or more changes that can be moved from one instance to another altogether?

True Signup and view all the answers

The Schema Map is the Graphical Representation of Relationships between Tables?

True Signup and view all the answers

Both Tables or Tables & Columns modules can be used to create a new table?

True Signup and view all the answers

What refers to a computer program running as a service, a physical computer dedicated to running one or more services, or a system running a database?

Server Signup and view all the answers

Reports can be created from which different places in the platform? (Choose two)

View / Run module Signup and view all the answers

Which component of a table contains a piece of data for one record?

Field Signup and view all the answers

What are three security modules often used by the System Administrator? (Choose three)

System Security > Access Control (ACL) Signup and view all the answers

What field contains a record’s 32-character unique identifier?

sys_id Signup and view all the answers

What information does the System Dictionary contain?

The definition for each table and column Signup and view all the answers

What is a quick way to create a report from a list view?

Apply filter, right click on column header, select Create Report Signup and view all the answers

Which tool is used to define relationships between fields in an import set table and a target table?

Transform Map Signup and view all the answers

What are the main components of the Form Design interface? (Choose three)

Form Layout Signup and view all the answers

What is the object name for a rule that is specific to the Incident table and the Major Incident field?

incident.major_incident Signup and view all the answers

What is the name of the conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common tasks?

Virtual Agent Signup and view all the answers

UI Action can prompt that an Incident has been successfully submitted?

True Signup and view all the answers

Table Access Control rules are processed in the following order?

table name, parent table name, any table name (wildcard) Signup and view all the answers

What is a schema map?

A schema map displays the details of tables and their relationships in a visual manner, allowing administrators to view and easily access different parts of the database schema Signup and view all the answers

ServiceNow is a single-instance, multiple tenant architecture?

False Signup and view all the answers

The display sequence is controlled in a Service Catalog Item using which of the following?

The Sequence field in the Catalog Item form Signup and view all the answers

What ServiceNow feature allows you to include data from a secondary related table on a report?

Dot Walking Signup and view all the answers

Study Notes

About ServiceNow Certified System Administrator (CSA)

CSA certification demonstrates skills in configuring, implementing, and maintaining the ServiceNow system.
It serves as a prerequisite for advanced ServiceNow courses and certifications.

Exam Prerequisites and Content

Familiarity with programming languages like JavaScript or C++ is not required.
Candidates should be able to create applications, manage users and roles, define SLAs, and populate the Configuration Management Database (CMDB).
Exam consists of multiple-choice questions, true/false statements, and matching questions.

Exam Structure and Format

Comprises 60 questions to be completed within a 90-minute timeframe.
Types of questions include multiple choice (single answer), true/false, and matching.

Testing Process

Candidates register to take the exam either at an Authorized Testing Center or through online-proctored format.
Results are immediately shown after the exam, but specific scoring details are not provided.

Key Features and Functionalities

Flow Designer aids in reducing manual scripting and integrates with third-party systems.
Coalesce fields update existing records during data imports if matches are found.
ServiceNow’s knowledge base allows flagging articles for feedback and error reporting.

Important Concepts

The Common Services Data Model (CSDM) provides a framework for service-related definitions and supports true service level reporting.
UI Policies are distinct from Data Policies; the former affects form interactions while the latter runs for all data entry methods.
Creating tables by extending existing ones allows the new table to inherit features from the parent, including fields and rules.

Exam Questions and Topics

Common topics include data import characteristics, UI actions, knowledge base interaction, and feedback mechanisms.
Candidates may encounter questions about the difference between various functionalities such as "Insert" vs. "Insert and Stay," and application menus.
Examination includes logical reasoning questions, such as benefits of assigning tasks to groups versus individuals.

Best Practices

Avoid using the default update set for moving customizations.
Utilize the recommended sharing methods for reports, such as direct sharing rather than attachments.
Regularly review the configuration of email notifications and their key components.

Authors and Their Background

Muhammad Zeeshan Ali and Saqib Javed John are experienced authors in Project Management and Agile methodologies with significant industry experience.
Both have developed various training materials and books aimed at improving knowledge and practices in management sciences.

Resources for Preparation

It is advisable to consult multiple resources beyond this book to enhance exam preparation and increase chances of passing.
The practice exams included are designed to simulate the real exam environment and help manage time effectively during the actual test.### ServiceNow Capabilities
Virtual Agent: Provides a conversational messaging interface for knowledge articles.
Agent Assist: Assists agents by providing relevant knowledge during interactions.

Data Manipulation Techniques

Dot-Walking: Technique to retrieve information from referenced fields across various tables.
Coalescing: Identifies unique records during data import by matching specified fields.

Access Control Rules

Evaluate rules through roles; highest permission role is checked first.
Both row-level and field-level rules must be true for access to be granted.

User Impersonation and Best Practices

User Impersonation: Allows testing and visibility of different user perspectives.
Avoid using Default Update Sets for transferring customizations across instances.

Record Producer

Type of Catalog Item enabling users to create task-based records from the Service Catalog.

Business Rules

Execute before database actions occur; may include JavaScript code.

Update Set Application Steps

Process: Retrieve, Preview, Commit.

Custom Table Naming Convention

Automatically assigned prefix for a global custom table "abc" is u_abc.

Notifications

Generated when a user orders an item or service from the Service Catalog.

Types of Data Sources

Common importable formats include XML, CSV, and Excel.

Knowledge Base Access

If no access details specified, any active user can read articles.

Order Guide Purpose

Facilitates ordering multiple related items as a single request.

CMDB Key Tables

Essential tables include cmdb, cmdb_rel_ci, and cmdb_ci.

Knowledge Management Roles

The role knowledge_admin allows management of multiple knowledge bases.

Data Import Behavior

Without a specified coalesce field, imported rows are treated as new records.

Real-time Communication Tools

Connect Chat provides a platform for real-time conversations with users.

CI Logical Model

The CMDB functions as a key database to manage and verify configuration items.

One-to-Many Relationships

Example: One request can lead to many requested items.

Global Search

Performed through the Banner Frame in the ServiceNow UI.

Role Definition

A role is a collection of permissions that determine user access levels.

Event Generation

Events can be generated from business rules and workflows.

Column Context Menus

Provide options related to list configuration and quick reports.

Flow Designer Benefits

Reduces scripting complexity while allowing easy integration with external systems.

Object Relationships

Reference relationships include One-to-One, One-to-Many, Many-to-Many, and Many-to-One.

Permissions in Access Control

Defined based on user roles, conditions, and workspace permissions.

System Dictionary Purpose

Contains definitions for tables and their fields, helping manage data structure.

Reporting Techniques

Quick reports can be generated via list views by specific clicks or context menu selections.

Transforming Data Relationships

Transform Map defines how fields in an import set correlate with target table fields.### Form Design Interface Components
Key components: Field Layout, Page Header, Form Layout
Additional components: Field Navigator, Field Picker

Object Naming for Rules

Naming convention for the Major Incident field in the Incident table: incident.major_incident

Conversational Bot Platform

The platform facilitating user assistance in obtaining information: Virtual Agent

UI Action Functionality

UI Action can indicate successful submission of an Incident: True

Order Guide Purpose

An Order Guide enables ordering of multiple related items in one request

Table Access Control Rules Processing Order

The correct order: table name, parent table name, any table name (wildcard)

Schema Map Functionality

A schema map visually represents the database schema, displaying tables and their relationships

ServiceNow Architecture

ServiceNow operates on a single-instance, multiple-tenant architecture: True

Real-Time User Conversations

Tool for real-time conversations with logged-in users: Connect Chat

Service Catalog Item Display Sequence

Controlled by the Sequence field in the Catalog Item form

Feature allowing inclusion of data from secondary tables in reports: Dot Walking

UI Functionalities Examples

Examples include buttons, form links, and context menu items: UI Action

User Module Visibility

To check visible modules on the application navigator for a user, impersonate the user

Metric in ServiceNow Reporting

A metric evaluates the effectiveness of IT service management processes

Service Catalog Workflow Purpose

Drives complex fulfillment processes and can send notifications to users or groups

Performance Tracking for Sales

Recommended capabilities for tracking month-end sales performance: Scheduled Reports and Performance Analytics

Creating Business Logic Automation

Module for creating automation: Process Automation > Flow Designer

Types of Client Scripts

Supported types include onSubmit, onLoad, onChange, and onSave

Unique Key Fields during Imports

Fields used as unique keys during imports: Coalesce Fields

Task Time Tracking Feature

Feature to track time open for tasks: Service Level Agreements

Table Data Organization

A column is a database field and a record is a row within that table

Knowledge Base Article Flags

Flagging allows users to provide feedback or report errors about articles

Displaying Records from a Table

A list displays a set of records from a table

Service Catalog Item Access Specification

Users' access to a Service Catalog Item is governed by User Criteria

Creating New Service Catalog Items

Administrators begin creating new items in the Maintain Items module

System Properties Management

Attributes managed under System Properties > Basic Configuration UI: Browser tab title, Module text color, Base theme, etc.

Import Set Table Definition

A staging area for imported records is referred to as the Import Set Table

Knowledge Base Access Configuration

Access settings for knowledge base articles are managed under the Access List tab

Event Log vs. Event Registry

Event Log contains generated Events; Event Registry is a table of Event definitions

Lifecycle of an Item in ServiceNow

Described as a task: created, worked on, and eventually closed

Coalesce in Import Sets

Coalesce allows updates of existing records in a destination Production table

Dictionary Settings Access

To view dictionary settings for a field, right-click on the field label and select Personalize > Dictionary

Admin User Impersonation Purpose

Impersonation is primarily for testing and visibility of user experience

Customization Copying in Homepages

When a user customizes a homepage, the system creates a copy without changing the original

Knowledge Base Management Process

Manages the document review cycle, involving submission and publishing feedback

Primary Purpose of Impersonate Feature

Used for testing purposes by acting as a different user

Out-of-the-Box (OOTB) ServiceNow Roles

Ascending order of OOTB ServiceNow roles: ESS, ITIL, Delegate Admin, Admin

UI Actions Characteristics

Conditions can be specified for when a UI Action appears on the platform

Attaching Workflows to Requests

Workflows can be attached manually on the catalog item form or automatically under certain conditions

Commonality of New Records or Groups

They are included in an update set

Difference Between Save & Insert

"Save" maintains the current form, while "Insert" saves the record and redirects to the list

Access Control Record Usage Example

Used to control field editability based on user roles within incident forms

Customizations in Update Sets

By default, changes related to data, schedules, and homepages are captured in update sets

Purpose of an Update Set

Groups customizations for movement from development to production environments

Dynamic Mapping in Transform Mapping

Dynamic mapping of fields can utilize ServiceNow scripting objects and functionality

Industry Term for Web Application Solution Stack

Computing platform and solution stack supporting web applications: (specific term not provided)

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Description

Test your knowledge and skills for the ServiceNow Certified System Administrator (CSA) certification. This quiz covers essential topics such as application creation, user management, and SLAs. It's ideal for candidates looking to validate their understanding before pursuing advanced ServiceNow courses.