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ServiceNow CSA Exam Syllabus Topics:

SectionWeightObjectives
Platform Overview and Navigation7%- Platform Overview
  • 1. Navigation and User Interface
  • 2. Platform Capabilities and Services
  • 3. ServiceNow Instance
Instance Configuration11%- Instance Personalization and Configuration
  • 1. User Administration
  • 2. Lists and Forms
  • 3. Applications and Plugins
Data Migration and Integration15%- Migration and Automation
  • 1. UI Policies
  • 2. Basic Scripting
  • 3. Business Rules
  • 4. Update Sets
Configuring Applications for Collaboration20%- Collaboration Features
  • 1. Visual Task Boards
  • 2. Dashboards and Reporting
  • 3. Task Management
  • 4. Notifications
Database Management and Platform Security27%- Database and Security Administration
  • 1. Import Sets
  • 2. Access Controls
  • 3. CMDB and CSDM
  • 4. Data Schema
Self Service and Automation20%- Self-Service Features
  • 1. Workflow and Flow Designer
  • 2. Virtual Agent
  • 3. Service Catalog
  • 4. Knowledge Management

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ServiceNow Certified System Administrator Sample Questions (Q180-Q185):

NEW QUESTION # 180
What are the components that make up a filter condition? (Choose three.)

Answer: A,B,C

Explanation:
Reference: https://docs.servicenow.com/bundle/rome-platform-user-interface/page/use/using-lists/concept
/c_Filters.html


NEW QUESTION # 181
On Access Control Definitions, what are ways you can set the permissions on a Table?
Choose 3 answers

Answer: B,C,D

Explanation:
InServiceNow Access Control Definitions, permissions for a table can be set usingAccess Control Rules (ACLs), which define who cancreate, read, update, and delete (CRUD)records. Permissions can be applied using:
Roles
Roles(sys_user_role) control access by grouping users with similar permissions.
Example: An ACL rule can specify that only users with theitilrole can view incidents.
Script that sets the answer variable to true or false
Customscripts(written in ACL conditions) determine access dynamically.
Example: A script may check if the logged-in user is therecord's assigned userbefore granting permission.
Conditional Expressions
Conditional expressions allowrule-based accesswithout scripting.
Example: A condition like"Assigned to is the current user"can be used to restrict access.
A). Groups
Access Control Rules are applied based onroles, not groups. While roles can be assigned to groups, ACLs do not directly use groups.
B). CRUD
CRUD (Create, Read, Update, Delete) isnot a method of setting permissionsbut rather theactionsthat ACLs control.
Reference:ServiceNow CSA Documentation - Access Control Rules & ACL Conditions ServiceNow Official Documentation - Defining Table-Level Security(https://docs.servicenow.com) Finala answer: C, D, E (Roles, Script that sets answer variable, Conditional Expressions)


NEW QUESTION # 182
What are the three key tables in an enterprise CMDB? Choose 3 answers.

Answer: D,E,G

Explanation:
TheConfiguration Management Database (CMDB)inServiceNowstores information aboutconfiguration items (CIs)and theirrelationships.
cmdb (Configuration Management Database)The main parent table for all CMDB-related data.
Storescore configuration item (CI) data.
Other CMDB-related tables inherit from this table.
cmdb_ci (Configuration Items Table)Stores individual configuration items (CIs).
Every CI (e.g., servers, network devices, software) is stored in this table or one of its child tables.
This tableextendscmdb.
cmdb_rel_ci (CI Relationships Table)Stores relationships between CIs.
Defines how CIsconnect to each other(e.g., "server hosts application").
Helps withService Mapping and Impact Analysis.
The Three Key CMDB Tables:
A: omadb_rel_ciIncorrect- Not a standard ServiceNow CMDB table.
B: sn_emdbIncorrect-sn_emdbisnot a CMDB tablein ServiceNow.
C: sn_emdb_ciIncorrect- No such table inServiceNow CMDB architecture.
E: sn_emdb_bakIncorrect- No suchbackup tablein ServiceNow CMDB.
G: emdb_bakIncorrect- No suchServiceNow CMDB tableexists.
Incorrect Answer Choices Analysis:
ServiceNow Docs - CMDB Core Tables#CMDB Tables Overview
ServiceNow Docs - Understanding CI Relationships#CMDB Relationship Tables Official ServiceNow Documentation References:


NEW QUESTION # 183
How does a user viewing an incident record detect if someone else is also actively working on that record?
Choose 2 options.

Answer: B,D

Explanation:
ServiceNow features a built-in collaboration mechanism known as User Presence . This feature is designed to prevent collisions (two people overwriting each other ' s work) and promote real-time awareness when multiple users are on the same form.
1. User Presence Avatar (Option E):
When multiple users open the same record (like an Incident), a User Presence icon immediately appears in the form header (typically at the top right). This icon displays the avatar or initials of the other user(s) currently viewing the record. If you hover over the avatar, you can see their name.
2. Field-Level Indicators (Option C):
User Presence is not just about who is looking; it also shows what they are doing. If another user actively types into a field or changes a drop-down value, a small " presence indicator " (a colored icon or dot) appears to the left of that specific field on your screen in real-time. This warns you that the field is being modified by someone else before you attempt to edit it yourself.
3. Why the other options are incorrect:
* A: The Work Notes list is for logged journal entries, not real-time presence detection.
* B & D: While ServiceNow has chat features (like Connect Chat or Sidebar), these do not automatically launch or force notification pop-ups merely because two people open the same record.
Reference:
ServiceNow Platform User Interface documentation on the " User Presence " feature outlines both the avatar icons in the form header and the real-time field status indicators as the methods for concurrent viewer detection.


NEW QUESTION # 184
Reports can be created from which different places in the platform? (Choose two.)

Answer: A,D

Explanation:
In ServiceNow, reports can be created from multiple locations within the platform. Reports provide insights into data stored within the system and help visualize trends, patterns, and key performance indicators (KPIs).
The two correct locations from which reports can be created are:
ServiceNow allows users to create a report directly from a list view.
This feature is useful when working with records in a table, as it enables quick reporting based on the visible columns.
To generate a report from a list view:
Navigate to a list view (e.g., Incidents, Requests, etc.).
Click on acolumn headingto access the context menu.
SelectBar Chart, Pie Chart, or other visualization optionsto generate an instant report.
If needed, refine the report using the reporting interface.
TheView / Run moduleis the primary location for creating and managing reports in ServiceNow.
It allows users tocreate new reports, modify existing reports, and run pre-built reports.
Users can access theReport Designerfrom this module, where they can configure:
Data sources (tables)
Report type (bar chart, pie chart, trend, etc.)
Filters and conditions
Visualization settings
To access it:
Navigate toReports > View / Runin the Application Navigator.
ClickCreate a Reportto start building a new report.
1. List Column Heading (Correct)2. View / Run Module (Correct)Why the Other Options Are Incorrect:B.
Metrics module (Incorrect)
TheMetrics modulein ServiceNow is used to track and measure the performance of records over time, but it isnot used to create reports.
Metrics focus on data such astime to resolution, SLA compliance, and process efficiency, but reporting is handled separately in the Reports module.
C: Statistics module (Incorrect)
ServiceNow does not have a dedicatedStatistics modulefor report creation.
While reports can generate statistical insights, this is done within theView / Run moduleand not a standalone
"Statistics module."
References:ServiceNow Documentation: Creating and Running Reports
ServiceNow CSA Learning Path: Reporting and Performance Analytics
ServiceNow Docs: Working with Lists and Reports


NEW QUESTION # 185
......

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