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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configuring Applications for Collaboration | 20% | - Collaboration Features
|
| Topic 2: Database Management and Platform Security | 27% | - Database and Security Administration
|
| Topic 3: Instance Configuration | 11% | - Instance Personalization and Configuration
|
| Topic 4: Self Service and Automation | 20% | - Self-Service Features
|
| Topic 5: Platform Overview and Navigation | 7% | - Platform Overview
|
| Topic 6: Data Migration and Integration | 15% | - Migration and Automation
|
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NEW QUESTION # 100
When creating a new notification, what must you define?
Choose 3 answers
Answer: A,C,E
NEW QUESTION # 101
A user wants to create a set of filter conditions, where they want to show records which satisfy two conditions:
Incidents where the state is Closed
Incidents where Assignment Group is Network
After clicking the Funnel icon, what should the user do?
Answer: E
Explanation:
In ServiceNow, when applying filters, the Funnel icon opens the condition builder, allowing users to set criteria for displaying records.
Understanding the requirement:
The user wants to see Incidents where the state is Closed OR Incidents where the Assignment Group is Network.
The key word here is OR, meaning records satisfying either condition should be displayed.
Steps to apply this filter in ServiceNow:
Click the Funnel icon to open the condition builder.
Define the first condition → Select State = Closed.
Click the OR button (since we want records meeting either condition).
Define the second condition → Select Assignment Group = Network.
Press Enter to apply the filter.
Why is the Correct Answer "C"?
Since the user wants either condition to be true, OR is the correct logical operator.
Pressing Enter after defining the second condition executes the filter.
Why Not the Other Options?
A . Define the first condition; click AND button; define second condition; click Run: ❌ Incorrect because AND would require both conditions to be true simultaneously, which is not what the user wants.
B . Define the first condition; click AND button; define second condition; press enter: ❌ Same issue as option A-AND will narrow the results instead of expanding them.
D . Define the first condition; click > icon on breadcrumb, define second condition; click Run: ❌ The breadcrumb navigation is used to modify filters after applying them, not to create them initially.
E . Define the first condition; click > icon on breadcrumb, define second condition; press enter: ❌ Same issue as option D-breadcrumb navigation is for modifying, not for initial filter creation.
Reference from the Certified System Administrator (CSA) Official Documentation:
Using Filters and Condition Builder in ServiceNow: ServiceNow Docs
ServiceNow Querying and Filtering Best Practices
Using OR ensures both conditions are considered independently, displaying incidents that are either Closed or assigned to Network.
NEW QUESTION # 102
What function do you use to add buttons, links, and context menu items on forms and lists?
Answer: C
Explanation:
In ServiceNow, UI Actions are used to add buttons, links, and context menu items on forms and lists to enhance user interaction.
Why is the Correct Answer "UI Actions"?
UI Actions provide interactive elements such as buttons, links, and context menu options on forms and lists.
UI Actions allow execution of server-side and client-side scripts, including GlideAjax and GlideRecord calls.
They can be configured to execute under specific conditions, such as user roles, field values, or record states.
Examples of UI Actions include:
Submit, Update, and Delete buttons on forms.
Custom action buttons such as "Escalate Incident" or "Resolve Task".
List context menu items such as "Approve" or "Reject" for workflow items.
Why Not the Other Options?
A . UI Policies: ❌ Used for dynamically showing, hiding, or making fields mandatory, but not for adding buttons or links.
B . UI Settings: ❌ No such module in ServiceNow.
D . UI Config: ❌ Not a valid option; UI Actions, not "UI Config," control buttons and menus.
Reference from the Certified System Administrator (CSA) Official Documentation:
UI Actions Overview: ServiceNow Docs
Configuring UI Actions for Forms and Lists
By using UI Actions, developers can enhance the user experience by providing interactive buttons and menu options in ServiceNow.
NEW QUESTION # 103
What are the 5 provided Roles by ServiceNow?
Answer: A,B,C,D,E
Explanation:
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
NEW QUESTION # 104
What are examples of Core tables in the ServiceNow platform?
Answer: C
NEW QUESTION # 105
......
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