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ServiceNow CSA Exam Syllabus Topics:

SectionObjectives
Topic 1: Service Automation and Configuration- Workflows and Flow Designer overview
- Business rules and client scripts basics
Topic 2: Data Management- Import sets and data loading
- Tables and CMDB basics
Topic 3: Reporting and Analytics- Reports and dashboards
- Performance analytics overview
Topic 4: ServiceNow Platform Fundamentals- Lists, forms, and filters
- Platform architecture and components
- Navigation and user interface
Topic 5: Service Management Applications- Incident and problem management
- Knowledge management
- Change and request management
- Service catalog and request fulfillment
Topic 6: Security and Administration- User administration and roles
- Access control rules (ACLs) basics

>> CSA New Practice Questions <<

Free PDF Quiz 2026 ServiceNow - CSA - ServiceNow Certified System Administrator New Practice Questions

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ServiceNow Certified System Administrator Sample Questions (Q170-Q175):

NEW QUESTION # 170
Which tab on the knowledge base record, would you use to identify the sets of users who are able to read articles in that knowledge base?

Answer: D


NEW QUESTION # 171
What is a role in ServiceNow?

Answer: B


NEW QUESTION # 172
What feature can track the amount of time that a task has been open, to ensure that tasks are completed within an allotted time?

Answer: D

Explanation:
A Service Level Agreement (SLA) in ServiceNow is a tracking mechanism that ensures tasks are completed within a specified time frame. SLAs help in monitoring and enforcing deadlines for various tasks, such as incidents, changes, or service requests.
Key Features of SLAs in ServiceNow:
Tracks Task Duration
SLAs calculate the elapsed time since a task was created and determine if it meets or breaches the defined resolution targets.
Ensures Timely Completion
SLAs define start, pause, and stop conditions based on specific criteria (e.g., an incident must be resolved within 8 hours).
Visual Indicators
SLAs include progress bars, warning alerts, and breach notifications to help users track deadlines.
Works with Business Rules and Workflows
SLAs can trigger escalations, notifications, or automated actions if a task is at risk of breaching the SLA.
Incorrect Options:
A . Task Escalation Clock ❌ (Incorrect)
No such feature called "Task Escalation Clock" exists in ServiceNow. Escalations are handled using SLA workflows and escalation rules.
C . Inactivity Monitor ❌ (Incorrect)
The Inactivity Monitor is used to detect when a task has not been updated for a specific period, but it does not enforce time-bound completion.
D . Response Time Clock ❌ (Incorrect)
No specific "Response Time Clock" exists in ServiceNow. Response SLAs track the time taken to acknowledge a task, but this is part of the broader SLA system.
E . Business Time Remaining ❌ (Incorrect)
This is not a specific feature but rather a calculated field within SLAs that shows the time remaining before an SLA breaches.
Official Reference from Certified System Administrator (CSA) Documentation:
Service Level Agreements (SLA) Overview:
https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-level-management/concept/c_ServiceLevelAgreements.html How SLAs Work in ServiceNow:
https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-level-management/concept/slas-how-work.html


NEW QUESTION # 173
What type of field has a drop down list, from which you can pick from pre-defined options?

Answer: A


NEW QUESTION # 174
The wait time for end users is based on the round-trip between the client and the server. What activities are included in the round-trips?

Answer: D


NEW QUESTION # 175
......

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