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| Section | Objectives |
|---|---|
| Topic 1: Security and Administration | - Access control rules (ACLs) basics - User administration and roles |
| Topic 2: Data Management | - Tables and CMDB basics - Import sets and data loading |
| Topic 3: Service Management Applications | - Change and request management - Incident and problem management - Service catalog and request fulfillment - Knowledge management |
| Topic 4: Reporting and Analytics | - Performance analytics overview - Reports and dashboards |
| Topic 5: Service Automation and Configuration | - Workflows and Flow Designer overview - Business rules and client scripts basics |
| Topic 6: ServiceNow Platform Fundamentals | - Platform architecture and components - Navigation and user interface - Lists, forms, and filters |
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NEW QUESTION # 243
How do you make a list filter available to everyone?
Answer: D
Explanation:
In ServiceNow, list filters allow users to define and apply specific conditions to refine data displayed in a list view. If an administrator or user wants to make a list filter available to everyone, they need to:
Assign a Name → The filter must be named so users can identify and reuse it.
Set Visibility → The filter's visibility needs to be adjusted to "Everyone", a specific group, or an individual user.
Save → The filter must be saved for it to be accessible in future sessions.
Steps to Make a List Filter Available to Everyone:
Apply a filter in a list view using the filter conditions.
Click the Save button.
Provide a name for the filter.
Under Visibility, select one of the following:
Me (Private) → Only the creator can use the filter.
Everyone (Public) → All users can access the filter.
Group → Assign the filter to a specific group.
Click Save to store the filter.
Why "B. Assign a Name, Set Visibility, and Save" is Correct:
✅ Assign a Name → The filter needs an identifiable name for users.
✅ Set Visibility → Determines whether everyone, a group, or just the creator can see the filter.
✅ Save → Saves the filter for future use.
Why Other Options Are Incorrect:
A . Make active, set visibility, and save → ❌ Filters do not have an "Active" state; they just need to be saved with the correct visibility settings.
C . Assign a group, set visibility, and save → ❌ Assigning a group is optional but does not apply to everyone.
D . Make active, assign a name, and save → ❌ "Make active" is not required; visibility settings control availability.
Reference from CSA Documentation:
ServiceNow Documentation: Creating and Sharing List Filters
CSA Exam Guide: Covers List Filters and visibility settings.
Thus, the correct answer is:
✅ B. Assign a Name, Set Visibility, and Save
NEW QUESTION # 244
What are the two pathways to view feedback left on a published article?
Answer: A,C
Explanation:
In ServiceNow Knowledge Management, users can provide feedback on published knowledge articles by flagging them. This feedback helps knowledge managers and authors identify errors, outdated information, or areas for improvement.
To view feedback left on a published article, there are two primary pathways:
Pathway 1: Knowledge Base > My Knowledge > Flagged Articles
This option allows knowledge managers and authors to see all flagged articles they have authored or have access to within a specific Knowledge Base.
Location: Knowledge Base → My Knowledge → Flagged Articles
Pathway 2: Knowledge > My Articles > Flagged
This option lets authors view only their own articles that have been flagged.
Location: Knowledge → My Articles → Flagged
Why the Other Options Are Incorrect?
A . Knowledge > Articles > My Flagged
There is no direct "My Flagged" option under Knowledge > Articles.
D . Knowledge > Articles > Published
This shows all published articles but does not specifically show flagged (feedback) articles.
How to View Feedback in ServiceNow?
Navigate to Knowledge > My Articles > Flagged.
OR navigate to Knowledge Base > My Knowledge > Flagged Articles.
Open a flagged article to review the feedback comments and reason for the flagging.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs: Managing Knowledge Feedback and Flagged Articles
https://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) This confirms that the correct pathways to view feedback on published articles are "Knowledge Base > My Knowledge > Flagged Articles" and "Knowledge > My Articles > Flagged".
NEW QUESTION # 245
Create Incident, Password Reset, and Report outage: what do these services in the Service Catalog have in
common?
Answer: D
NEW QUESTION # 246
Which of the following is used to categorize, flag, and locate records?
Answer: C
Explanation:
In ServiceNow,Tagsare used tocategorize, flag, and quickly locate recordswithin the system. Tags help users organize records for easy retrieval and filtering.
User-created or system-defined tagsallow for custom categorization of records.
Tags can beapplied to any record, such asincidents, changes, knowledge articles, or tasks.
Users canfilter records based on tagsfor quick access.
Tags arepersonal(for individual users) orglobal(shared across users).
Incident Management:
A user can tag"High Priority"incidents for quick reference.
Knowledge Base Articles:
Articles related topassword resetcan be tagged as"Password Issues"for easier searchability.
Service Catalog Requests:
Users can tag frequently used catalog items as"Common Requests".
Key Features of Tags in ServiceNow:Example Use Cases of Tags:
Tags categorize and organize records, making them easy to find.
They act ascustom labelsthat help users filter and retrieve records efficiently.
They arebuilt-in featuresin ServiceNow and can be managed from theTag Management module.
Why "C. Tags" is the Correct Answer?
A: Search - Incorrect
TheSearch functionhelps users find records but does not categorize or flag them.
B: Favorites - Incorrect
Favoritesallow users tobookmark frequently accessed modules and reports, but they do not categorize records.
D: Bookmarks - Incorrect
Bookmarksare not a native ServiceNow feature for categorizing records;Favoritesserve this function instead.
Explanation of Incorrect Options:
ServiceNow Docs: Using Tags to Organize Records
ServiceNow CSA Study Guide - Navigating and Searching in ServiceNow
ServiceNow Product Documentation: Managing and Filtering Tagged Records References from Certified System Administrator (CSA) Documentation:
NEW QUESTION # 247
Which tables are available by default in a ServiceNow instance?
Choose 3 answers
Answer: B,C,D
Explanation:
These tables are available by default in a ServiceNow instance because they are part of the core platform and are used to store essential data for users, incidents, and tasks. The other tables are not available by default, but can be created or activated by installing plugins or applications.
Reference 1: Tables & Dictionary - Frequently asked Questions (FAQ) - ServiceNow 2: ServiceNow - The List of All Tables (sys_db_object) 3: How To Set A Default Field Value in ServiceNow? - The Snowball
NEW QUESTION # 248
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