CSA Exam Flashcards by Katie Wright

QUESTION: A Service Catalog may include which of the following components?
ANSWERS:
A. Order Guides, Exchange Rates, Calendars
B. Order Guides, Catalog Items, and Interceptors
C. Catalog Items, Asset Contracts, Task Surveys
D. Record Producers, Order Guides, and Catalog Items

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QUESTION: Which one of the following statements applies to a set of fields when they are coalesced during an import?
ANSWERS:
A. If a match is found using the coalesce fields, the existing record is updated with the information being imported
B. If a match is not found using the coalesce fields, the system does not create a Transform Map
C. If a match is found using the coalesce fields, the system creates a new record
D. If a match is not found using the coalesce fields, the existing record is updated with the information being imported

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QUESTION: As it relates to ServiceNow reporting, which of the following statements describes what a metric can do?
ANSWERS:
A. A metric is a report gauge used on homepages to display real-time data
B. A metric is a time measurement used to report the effectiveness of workflows and SLAs
C. A metric is used to measure and evaluate the effectiveness of IT service management processes
D. A metric is a comparative measurement used to report the effectiveness of flows and SLAs.

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QUESTION: The display sequence is controlled in a Service Catalog Item using which of the following?
ANSWERS:
A. The Default Value field in the Catalog Item form
B. The Sequence field in the Catalog Item form
C. The Order field in the Variable form
D. The Choice field in the Variable form

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QUESTION: ServiceNow CSA Exam “Pass Any Exam. Any Time.” - www.actualtests.com 3 Reports can be created from which different places in the platform? (Choose two.)
ANSWERS:
A. List column heading
B. Metrics module
C. Statistics module
D. View / Run module

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QUESTION: Knowledge Base Search results can be sorted by which of the following? (Choose three.)
ANSWERS:
A. Most recent update
B. Popularity
C. Relevancy
D. Manager assignment E. Number of views

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QUESTION: ServiceNow CSA Exam “Pass Any Exam. Any Time.” - www.actualtests.com 4 What is the path an Administrator could take to view the fulfillment stage task list for an order placed by a user?
ANSWERS:
A. RITM (Number)>REQ (Number)>PROCUREMENT (Number)
B. REQ (Number)>RITM (Number)>PROCUREMENT (Number)
C. REQ (Number)>RITM (Number)>TASK (Number)
D. FULFILLMENT (Number)>RITM (Number)>TASK (Number)

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QUESTION: Which term refers to application menus and modules which you may want to access quickly and often?
ANSWERS:
A. Breadcrumb
B. Favorite
C. Tag
D. Bookmark

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QUESTION: ServiceNow CSA Exam “Pass Any Exam. Any Time.” - www.actualtests.com 5 What is generated from the Service Catalog once a user places an order for an item or service?
ANSWERS:
A. A change request
B. An Order Guide
C. A request
D. An SLA

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QUESTION: From the User menu, which actions can a user select? (Choose three.)
ANSWERS:
A. Send Notifications
B. Log Out ServiceNow
C. Elevate Roles
D. Impersonate Users E. Order from Service Catalog F. Approve Records

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QUESTION: Buttons, form links, and context menu items are all examples of what type of functionality?
ANSWERS:
A. Business Rule
B. UI Action
C. Client Script
D. UI Policy

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QUESTION: Which of the following is true of Service Catalog Items in relation to the Service Catalog?
ANSWERS:
A. They run behind the scenes.
B. They are the building blocks.
C. They are optional.
D. They provide options.

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QUESTION: ServiceNow CSA Exam “Pass Any Exam. Any Time.” - www.actualtests.com 7 Table Access Control rules are processed in the following order:
ANSWERS:
A. any table name (wildcard), parent table name, table name
B. table name, parent table name, any table name (wildcard)
C. parent table name, table name, any table name (wildcard)
D. any table name (wildcard), table name, parent table name

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QUESTION: What is the platform name for the User table?
ANSWERS:
A. u_users
B. sys_users
C. x_users
D. sys_user

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QUESTION: A REQ number in the Service Catalog represents– ServiceNow CSA Exam “Pass Any Exam. Any Time.” - www.actualtests.com 8
ANSWERS:
A. the order number.
B. the stage.
C. the task to complete.
D. the individual item in the order.

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QUESTION: Which would NOT appear in the History section of the Application Navigator?
ANSWERS:
A. Records
B. UI Pages
C. Lists
D. Forms

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QUESTION: Which one of the following statements is a recommendation from ServiceNow about Update Sets?
ANSWERS:
A. Avoid using the Default Update set as an Update Set for moving customizations from instance to ServiceNow CSA Exam “Pass Any Exam. Any Time.” - www.actualtests.com 9 instance
B. Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions
C. Use the Baseline Update Set to store the contents of items after they are changed the first time
D. Once an Update Set is closed as ﬁComplete?, change it back to ﬁIn Progress? until it is applied to another instance

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QUESTION: Which of the following is used to initiate a flow?
ANSWERS:
A. A Trigger
B. Core Action
C. A spoke
D. An Event

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QUESTION: For Administrators creating new Service Catalog items, what is a characteristic they should know about Service Catalog variables? ServiceNow CSA Exam “Pass Any Exam. Any Time.” - www.actualtests.com 10
ANSWERS:
A. Service Catalog variables can only be used in Record Producers
B. Service Catalog variables can only be used in Order Guides
C. Service Catalog variables cannot affect the order price
D. Service Catalog variables are global by default

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QUESTION: Which one of the following statements is true about Column Context Menus?
ANSWERS:
A. It displays actions such as creating quick reports, configuring the list, and exporting data
B. It displays actions related to filtering options, assigning tags, and search
C. It displays actions related to viewing and filtering the entire list
D. It displays actions such as view form, view related task, and add relationship

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QUESTION: Which ServiceNow products can be used to discover and populate the CMDB? (Choose two.)
ANSWERS:
A. Discovery ServiceNow CSA Exam “Pass Any Exam. Any Time.” - www.actualtests.com 11
B. IntegrationHub ETL
C. Finder
D. CMDB Plug-in E. CMDB Integration Dashboard

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QUESTION: When using the Load Data and Transform Map process, what is the Mapping Assist used for?
ANSWERS:
A. Mapping fields using the Import Log
B. Mapping fields using Transform History
C. Mapping fields using an SLA
D. Mapping fields using a Field Map

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QUESTION: Which one of the following statements describes the contents of the Configuration Management Database (CMDB)? ServiceNow CSA Exam “Pass Any Exam. Any Time.” - www.actualtests.com 12
ANSWERS:
A. The CMDB contains data about tangible and intangible business assets
B. The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company
C. The CMDB archives all Service Management PaaS equipment metadata and usage statistics
D. The CMDB contains ITIL process data pertaining to configuration items

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QUESTION: In what order should filter elements be specified?
ANSWERS:
A. Field, Operator, then Value
B. Field, Operator, then Condition
C. Operator, Condition, then Value
D. Value, Operator, then Field

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QUESTION: Which statement is true about business rules? ANSWERS: A. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 13 A business rule must run before a database action occurs B. A business rule can be a piece of Javascript C. A business rule must not run before a database action occurs D. A business rule monitors fields on a form

QUESTION: Which of the following are a type of client scripts supported in ServiceNow? (Choose four.) ANSWERS: A. onSubmit B. onUpdate C. onCellEdit D. onLoad E. onEdit F. onChange G. onSave

QUESTION: Which type of tables may be extended by other tables, but do not extend another table? ANSWERS: A. Base Tables B. Core Tables C. Extended Tables D. Custom Tables

QUESTION: Which of the following statement describes the purpose of an Order Guide? ANSWERS: A. Order Guides restrict the number of items in an order to only one item per request B. Order Guide provide a list of guidelines for Administrators on how to set up item variables C. Order Guide provide the ability to order multiple, related items as one request D. Order Guides take the user directly to the checkout without prompting for information

QUESTION: ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 15 Which tool is used to have conversations with logged-in users in real-time? ANSWERS: A. Connect Chat B. Now Messenger C. User Presence D. Comments

QUESTION: Which of the following concepts are associated with the ServiceNow CMDB? (Choose four.) ANSWERS: A. Service Processes B. User Permissions C. Tables and Fields D. A Database E. The Dependency View

QUESTION: ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 16 What is a formatter? Select one of the following. ANSWERS: A. A formatter allows you to configure applications on your instance B. A formatter is a form element used to display information that is not a field in the record C. A formatter allows you to populate fields automatically D. A formatter is a set of conditions applied to a table to help find and work with data

QUESTION: When searching using the App Navigator search field, what can be returned? (Choose four.) ANSWERS: A. Names of Applications and Modules B. Names of Modules C. Names of Applications D. Favorites E. History Records F. Titles of Dashboard Gauges

QUESTION: Which technique is used to get information from a series of referenced fields from different tables? ANSWERS: A. Table-Walking B. Sys_ID Pulling C. Dot-Walking D. Record-Hopping

QUESTION: What is a schema map? ANSWERS: A. A schema map enables administrators to define records from specific tables as trouble sources for Configuration Items B. A schema map graphically organizes the visual task boards for the CMDB C. A schema map graphically displays the Configuration Items that support a business service D. 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

QUESTION: Which one of the following statements best describes the purpose of an Update Set? ANSWERS: A. An Update Set allows administrators to group a series of changes into a named set and then move this set as a unit to other systems B. By default, an Update Set includes customizations, Business Rules, and homepages C. An Update Set is a group of customizations that is moved from Production to Development D. By default, the changes included in an Update Set are visible only in the instance to which they are applied

QUESTION: Which of the following can be customized through the Basic Configuration UI 16 module? (Choose three.) ANSWERS: A. Banner Image B. Record Number Format C. Browser Tab Title D. System Date Format E. Form Header Size

QUESTION: What is the function of user impersonation? ANSWERS: A. Testing and visibility B. Activate verbose logging C. View custom perspectives D. Unlock Application master list

QUESTION: What information does the System Dictionary contain? ANSWERS: A. The human-readable labels and language settings B. The definition for each table and column C. The information on how tables relate to each other D. The language dictionary used for spell checking

QUESTION: When working on a form, what is the difference between Insert and Update operations? ANSWERS: A. Insert creates a new record and Update saves changes, both remain on the form B. Insert creates a new record and Update saves changes, both exit the form C. Insert saves changes and exits the form, Update saves changes and remains on the form D. Insert saves changes and remains on the form, Update saves changes and exits the form

QUESTION: How is the Event Log different from the Event Registry? ANSWERS: A. Event Log contains generated Events, the Event Registry is a table of Event definitions B. Event Log is formatted in the Log style, the Event Registry displays different fields C. Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that were triggered during the day (24-hour period) D. Event Log is the same as the Event Registry

QUESTION: What is a Dictionary Override? ANSWERS: A. A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update B. A Dictionary Override is the addition, modification, or removal of anything that could have an effect on IT services C. A Dictionary Override is a task within a flow that requests an action before the flow can continue D. A Dictionary Override sets field properties in extended tables

QUESTION: Which group of permissions is used to control Application and Module access? ANSWERS: A. Access Control Rules B. UI Policies C. Roles D. Assignment Rules

QUESTION: What is a Record Producer? ANSWERS: A. A Record Producer is a type of Catalog Item that is used for Requests, not Services B. A Record Producer creates user records C. A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests D. A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog

QUESTION: Create Incident, Password Reset, and Report outage: what do these services in the Service Catalog have in common? ANSWERS: A. They direct the user to a record producer B. They direct the user to a catalog property C. They direct the user to a catalog UI policy D. They direct the user to a catalog client script

QUESTION: What is the Import Set Table? ANSWERS: A. A table where data will be placed, post-transformation B. A table that determines relationships C. A staging area for imported records D. A repository for Update Set information

QUESTION: What is a characteristic of importing data into ServiceNow? ANSWERS: A. An existing Transform Map can be used one time on the same import set B. Coalesce fields are used only after running Transform C. Any user can manage and set up import sets D. An existing Transform Map can be used multiple times on the same import set

QUESTION: ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 24 What module in the Service Catalog application does an Administrator access to begin creating a new item? ANSWERS: A. Maintain Categories B. Maintain Items C. Content Items D. Items

QUESTION: Which of the following allows a user to edit field values in a list without opening the form? ANSWERS: A. Data Editor B. Edit Menu C. List Editor D. Form Designer

QUESTION: Which three Variable Types can be added to a Service Catalog Item? ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 25 ANSWERS: A. True/False, Multiple Choice, and Ordered B. True/False, Checkbox, and Number List C. Number List, Single Line Text, and Reference D. Multiple Choice, Select Box, and Checkbox

QUESTION: How are Workflows moved between instances? ANSWERS: A. Workflows are moved using Update Sets B. Workflows are moved using Transform Maps C. Workflows are moved using Application Sets D. Workflows cannot be moved between instances

QUESTION: The baseline Service Catalog homepage contains links to which of the following components? ANSWERS: A. Record Producers, Order Guides, and Catalog Items ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 26 B. Order Guides, Item Variables, and flows C. Order Guides, Catalog Items, and flows D. Record Producers, Order Guides, and Item Variables

QUESTION: Which of the following statements is true when a new table is created by extending another table? ANSWERS: A. The new table archives the parent table and assumed its roles in the database B. The new table inherits all of the Business Rules, Client Scripts, and UI Policies of the parent table, but none of the existing fields C. The new table inherits all of the fields of the parent table and can also contain new fields unique to itself D. The new table inherits all of the fields, but does not inherit Access Control rules, Client Scripts, and UI Policies of the parent table

QUESTION: Where can Admins check which release is running on an ServiceNow instance? ANSWERS: A. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 27 Memory Stats module B. Stats module C. System.upgraded table D. Transactions log

QUESTION: A knowledge article must be which of the following states to display to a user? ANSWERS: A. Published B. Drafted C. Retired D. Reviewed

QUESTION: What is the name of the conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common tasks? ANSWERS: A. Answer Agent ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 28 B. live Feed C. Virtual Agent D. Connect Chat

QUESTION: What is the purpose of a Related List? ANSWERS: A. To create a one-to-many relationship B. To dot-walk to a core table C. To present related fields D. To present related records

QUESTION: Which one of the following statements describes the purpose of a Service Catalog flow? ANSWERS: A. A Service Catalog flow generates three basic components: item variable types, tasks, and approvals B. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 29 Although a Service Catalog flow cannot send notifications, the flow drives complex fulfillment processes C. A Service Catalog flow is used to drive complex fulfillment processes and sends notifications to defined users or groups D. A Service Catalog flow generates three basic components: item variable types, tasks, and notifications

QUESTION: Which term best describes something that is created, has worked performed upon it, and is eventually moved to a state of closed? ANSWERS: A. report B. flow C. event D. task

QUESTION: Which are valid Service Now User Authentication Methods? (Choose three.) ANSWERS: A. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 30 XML feed B. Local database C. LDAP D. SSO E. FTP authentication

QUESTION: Access Control rules may be defined with which of the following permission requirements? (Choose three.) ANSWERS: A. Roles B. Conditional Expressions C. Assignment Rules D. Scripts E. User Criteria F. Groups

QUESTION: Which section of the ServiceNow UI allows you to perform a global search? ANSWERS: A. Application Navigator B. Banner frame C. List pane D. Content frame

QUESTION: How do you make a list filter available to everyone? ANSWERS: A. Make active, assign a name, and save B. Assign a group, set visibility, and save C. Assign a name, set visibility, and save D. Make active, set visibility, and save

QUESTION: ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 32 What would NOT appear in the Application Navigator if ﬁservice? is typed into the filter field? ANSWERS: A. Configuration > Business Services B. Self-Service > Knowledge C. Service Portal > Widgets D. Incident > Assigned to me

QUESTION: Which of the following is used to categorize, flag, and locate records? ANSWERS: A. Search B. Favorites C. Tags D. Bookmarks

QUESTION: Which tool should be used to populate commonly used fields in a form? ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 33 ANSWERS: A. Template B. Reference Qualifier C. Formatter D. Assignment Rule

QUESTION: How is a group defined in ServiceNow? ANSWERS: A. A group is one record stored in the Group Type [sys_user_group_type] table B. A group is one record stored in the Group [sys_user_group] table C. A group defines a set of users that share the same location D. A group defines a set of users that share the same job title

QUESTION: What is a role in ServiceNow? ANSWERS: A. A role is one record in the Role [user_sys_role] table ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 34 B. A role is a set of modules for a particular application C. A role is one record in the Role [sys_user_role] table D. A role is a persona used in Live Feed Chat

QUESTION: What is a Notification? ANSWERS: A. A new Knowledge article created by a Business Rule B. A tool for alerting users that events that concern them have occurred C. A message through Connect related to a Change Request D. An email file attachment

QUESTION: Which one of the following is NOT a type of Visual Task Board? ANSWERS: A. Flexible B. Freeform ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 35 C. Feature D. Guided boards

QUESTION: What is (are) best practice(s) regarding users/groups/roles? (Choose two.) ANSWERS: A. You should never assign roles to groups. B. You should assign roles to users. C. You should add users to groups. D. You should assign roles to groups.

QUESTION: What are two ways to generate an Event? (Choose two.) ANSWERS: A. Business Rule B. Workflow C. Log entry ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 36 D. Knowledge article publication

QUESTION: Which core table in the ServiceNow platform provides a series of standard fields used on each of the tables that extend it, such as the Incident [incident] and Problem [problem] tables? ANSWERS: A. Task [task] B. Assignment [assignment] C. Service [service] D. Workflow [workflow]

QUESTION: Which of the following statements describes how data is organized in a table? ANSWERS: A. A column is a field in the database and a record is one user B. A column is one field and a record is one row C. A column is one field and a record is one column D. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 37 A column contains data from one user and a record is one set of fields

QUESTION: What is a sys_id? ANSWERS: A. Unique 32-character identifier that is assigned to every record B. A client-side Business Rule C. A server-side Business Rule D. Unique 64-character identifier that is assigned to every record

QUESTION: When creating a global custom table named ﬁabc?, what is the table name that is automatically assigned by the platform? ANSWERS: A. snc_abc B. abc C. u_abc D. sys_abc ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 38

QUESTION: Access Control rules may provide access security for which of the following database objects? ANSWERS: A. For a specific role, group, or user B. For a specific row, column, or table C. For specific groups D. For a specific CMDB Configuration item

QUESTION: What is the primary application used to load data into ServiceNow? ANSWERS: A. Service Level Management B. Configuration C. System Import Sets D. System Update Sets

QUESTION: Which of the following steps can be used to import new data into ServiceNow from a spreadsheet? ANSWERS: A. Select Data Source, Schedule Transform B. Load Data, Create Transform Map, Run Transform C. Define Data Source, Select Transform Map, Run Transform D. Select Import Set, Select Transform Map, Run Transform

QUESTION: Which tool is used for creating dependencies between configuration items in the CMDB? ANSWERS: A. CI Relationship Editor B. CMDB Builder C. CI Service Manager D. Cl Class Manager

QUESTION: What is the difference between a UI Policy and Data Policy? ANSWERS: A. Data Policies run when data is entered through the form, by an Import Set, or by web services, while UI Policies are set only by web services B. Data Policies can be converted into UI Policies, but UI Policies cannot be converted into Data Policies C. Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions D. Data Policies run only after UI Policies run successfully

QUESTION: Which one of the following is an accurate list of changes that are captured in an Update Set? ANSWERS: A. Changes made to: tables, forms, schedules, and client scripts B. Changes made to: tables, forms, Business Rules, and data records C. Changes made to: tables, forms, groups, and configuration items (CIs) D. Changes made to: table, forms, views, and fields

QUESTION: What are the steps to retrieve an Update Set? ANSWERS: A. Verify Update Set is Complete, Retrieve, Preview, Apply B. Verify Update Set is Complete, Test Connection, Apply C. Verify Update Set is Complete, Test Connection, Commit D. Verify Update Set is Complete, Retrieve, Preview, Commit

QUESTION: IntegrationHub enables execution of third-party APIs as a part of a flow. These integrations are referred to as ANSWERS: A. an action B. a spoke C. a connection D. an integration step

QUESTION: Which of the following protects applications by identifying and restricting access to available files and data? ANSWERS: A. Application Configuration B. Verbose Log C. Access Control Rules D. Application Scope

QUESTION: Which one statement correctly describes Access Control rule evaluation? ANSWERS: A. Rules are evaluated from the general to the specific, so a table rule must be active to continue. B. If more than one rule applies to a record, the older rule is evaluated first. C. If a row level rule and a field level rule exist, both rules must be true before an operation is allowed. D. Rules are evaluated using roles. The role with the most permissions evaluates the rules first.

QUESTION: ServiceNow contains a resource which provides the following: A standard and shared set of service related definitions across ServiceNow products and platform that will enable and support true service level reporting. A CMDB framework across our products and platform that will enable and support multiple configuration strategies. What resource do these statements describe? ANSWERS: A. Common Services Data Model (CSDM) B. Information Technology Service Management (ITSM) C. Configuration Management Database (CMDB) D. Information Technology Infrastructure Library (ITIL)

QUESTION: An IT manager is responsible for the Network and Hardware assignment groups, each group contains 5 team members. These team members are working on many tasks, but the manager cannot see any tasks on the Service Desk > My Groups Work list. What could explain this? ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 44 ANSWERS: A. The Service Desk > My Groups Work list shows active work tasks that are not yet assigned. B. The manager does not have the itil role. C. The manager is not a member of the Service Desk group. D. The manager is not a member of the Network and Hardware groups. E. The Assignment Group manager field is empty.

QUESTION: What do you need to do before you can use an Application-based trigger in your flow? ANSWERS: A. Activate application trigger spoke B. Activate trigger security rules C. Activate application spoke, and plug-ins as needed D. Assign Application trigger role [sn_app_trigger_write] to SME E. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 45 Activate application plugins only

QUESTION: The ServiceNow platform includes which types of interfaces? (Choose three.) ANSWERS: A. Now Mobile Apps B. Agent Control Center C. Back Office Dashboard D. Service Portals E. Now Platform® User Interfaces F. Field Service Taskboard

QUESTION: Which of the following are not included in an Update Set, by default? (Choose four.) ANSWERS: A. Homepages B. Data ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 46 C. Published Workflows D. Business Rules E. Schedules F. Database changes G. Related Lists H. Report Definitions I. Scheduled Jobs J. Client Scripts K. Views

QUESTION: You are showing your customer a new form that you have created for their new application. They would like to add a field to the form. Where could you do that? (Choose two.) ANSWERS: A. Select Fields and Columns module B. Right click on form header, select Configure > Form Layout C. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 47 Click on context menu, select Configure > Form Designer D. Select Field Class Manager module

QUESTION: Which ServiceNow resource is a framework that ensures the data your ServiceNow application requires maps correctly to the appropriate CMDB tables? ANSWERS: A. Common Service Data Model (CSDM) B. Service Mapping Utility (SMU) C. Service Schema Map (SSM) D. CMDB Class Manager (CMDBCM) E. CI Class Manager (CICM)

QUESTION: What do you install when you want to add applications or functionality within your development instance? ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 48 ANSWERS: A. App Package B. Updated Pack C. Patch D. Plugin E. App Updated Set

QUESTION: What field contains a record™s 32-character, unique identifier? ANSWERS: A. sn_rec_id B. rec_id C. u_id D. sys_id E. sn_gu_id F. sn_sys_id G. id ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 49

QUESTION: Your company is giving all first line workers a special T-shirt as a recognition for their hard work. Management team wants a way for employees to order the T-shirt, with the ability to specify the preferred size and color. How would you ensure that only first line workers (non-managers) can submit the order? ANSWERS: A. Create Record Producer and use the Available For list to specify First Line [sn_first_line] role B. Create Catalog Item and use the Not Available list to specify the Manager Group C. Create Catalog Item and use the Available For list to specify ITIL [itil] role D. Create Order Guide and use the User Criteria list to specify First Line [sn_first_line] role

QUESTION: What is used frequently to move customizations from one instance to another? ANSWERS: A. Update Sets B. Code Sets ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 50 C. Update Packs D. Configuration Logs E. Remote Sets F. Local Sets G. Code Packs

QUESTION: What icon do you use to change the label on a Favorite? ANSWERS: A. Clock B. Hamburger C. Pencil D. Three dots E. Triangle F. Star

QUESTION: What needs to be specified, when creating a Business Rule? (Choose four.) ANSWERS: A. UI action B. Table C. Fields to update D. Who can run E. Script to run F. Application scope G. Update set H. Timing I. Condition to evaluate

QUESTION: What feature can track the amount of time that a task has been open, to ensure that tasks are completed within an allotted time? ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 52 ANSWERS: A. Task Escalation Clock B. Service Level Agreements C. Inactivity Monitor D. Response Time Clock E. Business Time Remaining

QUESTION: What is a quick way to create a report from a list view? ANSWERS: A. Click on filter breadcrumb, drag and drop on the Report > Create New module B. Click Funnel, define filter conditions, click Create Report C. Click Context Menu, select Create Report D. Apply filter, right click on column header, select Bar Chart E. Apply filter, right click on column header, select Create Report

QUESTION: What import utility do you use when the field names on the import set match the name of the fields on the Target table? ANSWERS: A. Schema Mapping B. Automatic Mapping C. Mapping Assist D. Mapping Dashboard

QUESTION: As an IT employee what interface would you use, if you wanted to browse internal IT documentation, like troubleshooting scripts and FAQs? ANSWERS: A. Knowledge B. ServiceNow Wiki C. Knowledge Now D. SharePoint E. Stack Overflow ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 54

QUESTION: A new Service Desk employee in Latin America complains that the create dates and times are incorrect on their Incident list. What would you suggest to fix this issue? ANSWERS: A. Have them clear their cache. B. Have them use the gear icon to set the employee™s time zone. C. Recommend they use Chrome, instead of Explorer. D. Use the system properties to correct the instance™s time zone. E. Have them correct the time zone on their computer.

QUESTION: What are three security modules often used by the System Administrator? (Choose three.) ANSWERS: A. System Properties > Security B. Utilities > Migrate Security C. System Security > Security ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 55 D. Self-Service > My Access E. System Security > Access Control (ACL) F. Password Management > Security Questions G. System Security > High Security Settings

QUESTION: When testing a catalog item, having a manager approval flows, which of these best practices would you follow? (Choose three.) ANSWERS: A. Make sure the latest flows are activated. B. Use the instance Incognito setting to quickly toggle between requester and approver. C. Impersonate the requester to ensure the form works. D. Make sure the requester's user record has a manager specified. E. Create and select your Testing Update Set, before starting the test cases. F. Use your Admin account, so you can approve the items quickly.

QUESTION: What is a no-code approach to control the mandatory or read-only state of a form field? ANSWERS: A. UI Action B. Client Script C. UI Script D. UI Rule E. UI Policy

QUESTION: When moving multiple update sets at one time, what might you do to facilitate the move? ANSWERS: A. Batch B. Verify C. Test D. Preview ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 57

QUESTION: What is specified in an Access Control rule? ANSWERS: A. Groups, Conditional Expressions and Workflows B. Table Schema, CRUD, and User Authentication C. Object and Operation being secured; Permissions required to access the object D. security_admin

QUESTION: Which icon would you double click, to expand and collapse the list of all Applications and Modules? ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 58 ANSWERS: A. Star B. Clock C. Application D. Funnel

QUESTION: What do you call any component that needs to be managed in order to deliver services? ANSWERS: A. CSDM Items B. CMDB C. Configuration item ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 59 D. Service Offerings E. Asset

QUESTION: A new service catalog item is being developed, but should only be visible to managers inside the HR Department. What method would you use to fulfill this requirement? ANSWERS: A. Specify the Dept_Mgr role on the catalog content block B. Add the Department Manager group to the catalog item™s user criteria C. Add the Department Manager group to the catalog item™s ACL D. Only publish the item in the HR service catalog E. Use a Dept_Mgr ACL on the HR service catalog

QUESTION: 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 ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 60 Incidents where Assignment Group is Network After clicking the Funnel icon, what should the user do? ANSWERS: A. Define the first condition; click AND button; define second condition; click Run B. Define the first condition; click AND button; define second condition; press enter C. Define the first condition; click OR button; define second condition; press enter D. Define the first condition; click > icon on breadcrumb, define second condition; click Run E. Define the first condition; click > icon on breadcrumb, define second condition; press enter

QUESTION: Access Control rules are applied to a specific table, like the Incident table. What is the object name for a rule that is specific to the Incident table and the Major Incident field? ANSWERS: A. Incident.Major_Incident B. incident=>major_incident C. incident<=>major_incident D. incident||major_incident E. incident.major_incident

QUESTION: Two departments (HR Onboarding and Facilities) have come to you, asking for a way for employees to request event room set up services. The requirements are the same for the form and the task routing to the Facilities™ assignment group. For HR, the item will be used primarily for the Onboarding coordinators, for employee orientation sessions. For Facilities, the item will be used for anyone in the company who needs room set up services. However, both departments have their own service catalogs. What do you do, to support these requirements? ANSWERS: A. Create one Catalog Item for HR Event Room Set Up and one for Facilities Event Room Set Up; then publish each to the appropriate Catalog. B. Create one Catalog Item for Event Room Set Up; then publish to both Catalogs. C. Create one Catalog Item for Event Room Set Up; then publish to the Parent Catalog, which is accessible to both HR and Facilities. D. Create one Catalog Item for Event Room Set Up; then use ACLs to control access.

QUESTION: After finishing your work on High Security Settings, what do you do to return to normal admin security levels? ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 62 ANSWERS: A. Select Normal role B. Log out and back in C. Use System Administration > Normal Security module D. Select Global Update Set E. End Impersonation

QUESTION: What type of field allows you to look up values from one other table? ANSWERS: A. Reference B. Verity C. Options D. Selections E. Dot walk F. Lookup

QUESTION: Which module would you use to create a new automation of business logic such as approvals, tasks, and notifications? ANSWERS: A. Process Automation > Flow Designer B. Process Automation > Flow Administration C. Process Automation > Workflow Editor D. Process Automation > Process Flow E. Process Automation > Active Flows

QUESTION: A department manager asks an analyst to build some reports. Where do you recommend the analyst start? ANSWERS: A. Report Dashboard > Create New B. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 64 Reports > Getting Started C. Performance Analytics > Reports D. Self-Service > Reports E. Reports > Create New

QUESTION: What are the steps for applying an update set to an instance? ANSWERS: A. Retrieve, Preview, Commit B. Specify, Transform, Apply C. Retrieve, Assess, Apply D. Get, Test, Push E. Pull, Review, Push

QUESTION: ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 65 When importing spreadsheet data into ServiceNow, in which step does the data get written to the receiving table? ANSWERS: A. Run Transform B. Run Import C. Import Dataset D. Execute Transform E. Schedule Transform

QUESTION: What would you do, on a list, if you wanted to show the records in groups, based on the column category ? (Choose two.) ANSWERS: A. On list Context Menu, select Group By > Category B. On the Filter Menu, select Group By > Category C. Click Group On icon, select Category D. On Navigator Filter, type tablename.group.category and press enter E. On the Category column title, click Context menu > Group By Category ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 66

QUESTION: Which collaboration tool is available from the banner, using the bubble icon? ANSWERS: A. Now Messenger B. Agent Chat C. Connect Chat D. Collaborate Now E. Live Feed

QUESTION: On the knowledge base record, which tab would you use to define which users are not able to write articles to the knowledge base? ANSWERS: A. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 67 Can Contribute B. Cannot Author C. Cannot Contribute D. Cannot Write E. Read Only

QUESTION: Which features allow you to update multiple records at one time? (Choose two.) ANSWERS: A. List Editor B. Field Update Action C. Bulk Record Update D. Data Remediation Dashboard E. Update Selected Action

QUESTION: Categories in the knowledge base, by default, can be created and edited by which knowledge workers? (Choose two.) ANSWERS: A. Knowledge Authors B. Knowledge Contributors C. Knowledge Controller D. Knowledge Managers E. Knowledge Category Managers F. Knowledge Submitters G. Knowledge Owners H. Knowledge Taxonomy Owner

QUESTION: Which collaboration tool opens a sidebar and allows you to create new conversations with other ServiceNow users? ANSWERS: A. Skype Now ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 69 B. Collaborate Now C. Agent Messenger D. Agent Chat E. Connect Chat

QUESTION: What module would you use if you wanted to view a list of all of the fields on the Incident table? (Choose two.) ANSWERS: A. Tables€&€Columns B. Dictionary C. Data Class Manager D. Dictionary Dashboard E. Database View F. Schema

QUESTION: What component causes a flow to run after a record has been created or updated? ANSWERS: A. Date-based trigger B. On-change trigger C. Record-based trigger D. Application-based trigger E. Updated-date trigger

QUESTION: What type of field is Boolean and appears as a check box? ANSWERS: A. Yes/No B. True/False C. On/Off D. Binary E. 0/1 ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 71

QUESTION: Which module is used to access the knowledge bases which are available to you? ANSWERS: A. Knowledge > Home B. Self Service > Knowledge C. Knowledge > All D. Knowledge > Knowledge Bases E. Knowledge > Overview

QUESTION: A customer requests the following data quality measures be added: Incident numbers should be read only, on all lists and forms, for all users. Short Description field should be mandatory, on all records, across all applications, on Insert. Which type of policy would you use to meet this requirement? ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 72 ANSWERS: A. Data Quality Policy B. Dictionary Design Policy C. UI Data Policy D. UI Policy E. Field Criteria Policy F. Data Policy

QUESTION: What type of user (persona) has clearly defined paths and workflows in the platform and have one or more roles (ie itil and approver_user)? ANSWERS: A. Workflow User B. Request Fulfiller C. ITSM User D. Approving Manager E. Service Desk User F. Process User ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 73

QUESTION: Which module would you use to customize your instances banner image, text and colors? ANSWERS: A. System UI > UI Pages > Branding B. Service Portal > Portals > Branding C. System Properties > Basic Configuration UI16 D. System Properties > Branding E. Homepage Admin > Pages > Branding

QUESTION: Which database provides a logical model of your company infrastructure by identifying, controlling, maintaining and verifying CIs that exist? ANSWERS: A. IMDB B. ITSM C. CSDM ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 74 D. CMDB E. LDAP

QUESTION: Which module is used as the first step for importing data? ANSWERS: A. Coalesce Data B. Transform Data C. Import Data D. Load Data

QUESTION: When you need to orchestrate business processes across services with little technical user knowledge, which utility would you use? ANSWERS: A. Flow Manager ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 75 B. Flow Designer C. Flow Editor D. Workflow Editor E. Workflow Designer

QUESTION: When a user reports that they are not able to see modules on the application navigator, what can you do, to see what modules are visible to them? ANSWERS: A. Look up their password, so you can login with their account B. Initiate a Connect Chat session C. Install the Bomgar plug-in D. Impersonate the user E. Launch a NowChat window

QUESTION: ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 76 What is a key difference between Reporting and Performance Analytics? ANSWERS: A. Performance Analytics contains snapshots of data taken over time; Reporting shows only the data as it is, at the moment the report is run. B. Performance Analytics can show trends; Reports cannot. C. Reports can be run on a scheduled basis; Performance Analytics cannot. D. Performance Analytics data can be published to Dashboards; Reports cannot. E. Performance Analytics shows KPIs; Reporting does not.

QUESTION: While showing a customer their incident form, they ask to change the Priority values to display their internal terminology P1, P2, P3, P4. They want it to be consistent across all Tasks. How would you do that? Right click on Priority and select what? ANSWERS: A. Configure Lists B. Show Options C. Configure Task D. Show Choices E. Show Choice List ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 77 F. Configure Options

QUESTION: Your customer would like to create a new template to notify users who are affected by network outages at their site. Which module would you use to create a new notification? ANSWERS: A. System Notification > Email > Notifications B. Administration > Notification Overview C. System Properties > Email > Settings D. User Preferences > Email > Notifications E. Click Gear > Notifications > New

QUESTION: When designing a flow, how do you reference data from a record, in that flow? ANSWERS: A. Drag the table icon onto the flow definition B. Use the condition builder to specify the desired values ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 78 C. Specify the source table on the data pill related list D. Drag the data pill onto the flow definition E. Add the table reference using the slush bucket

QUESTION: On the Reports page, what sections allow you to see which reports are visible to different audiences? (Choose four.) ANSWERS: A. Group B. Department C. My reports D. Team E. Dashboards F. Global G. Admin H. Analytics I. All ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 79 J. Company

QUESTION: Which tool is used to define relationships between fields in an import set table and a target table? ANSWERS: A. Transform Schema B. Schema Map C. Dictionary Map D. Transform Map E. Field Transformer F. Import Designer

QUESTION: Which ServiceNow capability provides assistance to help users obtain information, make decisions, and perform common work tasks via a messaging interface? ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 80 ANSWERS: A. Agent Workspace B. Chat bot C. Virtual Agent D. Knowledge Chat E. Now Support

QUESTION: Which feature allows you to automate business logic for a particular application or process such as approvals, tasks, notifications, and record operations? ANSWERS: A. Flows B. Action Sequences C. Action Sets D. Task Flows E. Flow Diagrams

QUESTION: From a form, what would you click to add additional fields to the form? (Choose two.) ANSWERS: A. Context Menu > Form > Layout B. Context Menu > Configure > Form Layout C. Context Menu > Configure > Form Design D. Right click on header > Add > Field E. Context Menu > Form > Designer F. Right click on header > Configure > UX Dashboard

QUESTION: What is the name of the table relationship, where two or more tables are related in a bi-directional relationship, so that the related records are visible from both tables in a related list? ANSWERS: A. Database View B. Many to Many C. One to Many D. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 82 Extended

QUESTION: On a Form header, what is the three bar icon called? ANSWERS: A. Pancake icon B. Additional Actions or Context Menu C. Hamburger icon D. Cake icon

QUESTION: Group records are stored in which table? ANSWERS: A. Group [sn_user_group] B. Group [sys_user_group] C. Group [s_sys_group] ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 83 D. Group [u_sys_group]

QUESTION: What function do you use to add buttons, links, and context menu items on forms and lists? ANSWERS: A. UI Policies B. UI Settings C. UI Actions D. UI Config

QUESTION: On a Business Rule, the When setting determines at what point the rule executes. What are the options for specifying that timing? ANSWERS: A. Before, After, Async, Display B. Prior to, Synchronous, on Update C. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 84 Insert, Update, Delete, Query D. Before, Synchronous, Scheduled Job, View

QUESTION: What are different types of Data Sources, which may be imported into ServiceNow? (Choose four.) ANSWERS: A. Local Sources (i.e. XML, CSV, Excel) B. Implementation Spoke C. DataHub D. JDBC Connection E. Network Server F. LDAP Connection

QUESTION: What are the components that make up a filter condition? (Choose three.) ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 85 ANSWERS: A. Operator B. Match Criteria C. Value D. Column E. Field

QUESTION: When impersonating a user for testing purposes, what is the best way to return the instance, logged in with your user account? ANSWERS: A. Turn your computer off and on again B. Clear browser cache C. End Impersonation D. Log out and back in

QUESTION: What controls the publishing and retiring process for knowledge articles? ANSWERS: A. Approval Policies B. Approval Definitions C. Workflow Designer D. Workflows E. State Lifecycle

QUESTION: What type of query allows you to filter list data using normal words, instead of the condition builder? ANSWERS: A. Natural Language Query B. Alexa Query C. Machine Learning Query D. Predictive Intelligence Query E. Auto-suggest Query ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 87

QUESTION: Tables may have a One to Many relationship. From the Service Catalog, what are examples of tables having a one to many relationships? (Choose three.) ANSWERS: A. One Approval can have many Requests B. One Request can have many Requested Items C. One Requested Item can have many Approvals D. One Requested Item can have many Catalog Tasks E. One Cart can have many Requests

QUESTION: On a filter condition, which component is always a choice list? ANSWERS: A. Operator B. Filter Criteria C. Operation D. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 88 Match Criteria

QUESTION: A Role is defined as what? ANSWERS: A. A collection of permissions B. A set of user access policies C. A Persona in a workflow D. A set of access control rules

QUESTION: A user is complaining that they are seeing a blank page, when they click Create New, from your custom Inventory application. You have confirmed that they can see the Inventory application, and the Create New module on the application navigator. What could be the cause of this issue? ANSWERS: A. Create New module has a broken link B. Known intermittent issue with UI15 ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 89 C. User should be using Chrome instead of Explorer for their browser D. User has read role, but not the write role on the Inventory table E. User session has timed out

QUESTION: What framework can be used to manage the tables and CIs associated with a use case? ANSWERS: A. Scenario Dashboard B. CI Use Case Modeler C. CMDB Use Case Modeler D. Common Service Data Model (CSDM) product view

QUESTION: A manager wants to view a snapshot of month-end Sales performance data, as compared to Sales targets. In addition, the manager wants to be able to see those monthly numbers trended over time, and forecasted into the future. What capability do you suggest for this manager? ANSWERS: A. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 90 Scheduled Reports, a custom snapshot table, and a Trend report B. Scheduled Reports and Excel C. Scheduled Reports, a custom snapshot table, and a Projection report D. Performance Analytics E. Key Performance Indicators

QUESTION: What are advantages of using Flow Designer? (Choose three.) ANSWERS: A. Supports advanced developers B. Enables complicated scripting C. Reduces technical debt D. Less manual scripting E. Smooth integration with 3rd party systems

QUESTION: ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 91 Your customer requires that they be able to monitor which users are performing impersonations in their instance. What would you do to meet that requirement? ANSWERS: A. Add the role Log Write [sn_log_write] to the Impersonator Group B. Create user update set for impersonation tracking C. Activate the glide.sys.log_impersonation prop D. From User icon, select Elevate Roles E. On the Impersonator role record, right click and select Create Log

QUESTION: When a flow runs an action, it generates a runtime value, which stays the same for the duration of the flow. What is the name of this runtime value? ANSWERS: A. Trigger runtime value B. Sequence runtime value C. Starting runtime value D. Data pill runtime value E. Input runtime value

QUESTION: 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? ANSWERS: A. Request + Response B. Save + Update C. Write + Read D. Submit + Query E. Insert + Verify

QUESTION: When importing data, what happens to imported rows, if no coalesce field is specified? ANSWERS: A. All rows are rejected from the import, as coalesce field is required. B. All rows are treated as new records. No existing records are updated. C. Duplicate rows are rejected from the import. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 93 D. All rows are treated as new records, but errors will be flagged in the import log.

QUESTION: What is the most common role that has access to almost all platform features, functions, and data? ANSWERS: A. Security Admin [security_admin] B. Sys Admin [sys_admin] C. Admin [sn_admin] D. System Administrator [admin] E. Base Admin [base_admin]

QUESTION: What feature do you use to specify which users are able to access a Service Catalog Item? ANSWERS: A. Can Read Role ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 94 B. Catalog User Role C. Can Order Tab D. User Criteria

QUESTION: Which component of a table contains a piece of data for one record? ANSWERS: A. Factor B. Field C. Datapoint D. Element E. Item

QUESTION: What type of field has a drop down list, from which you can pick from pre-defined options? ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 95 ANSWERS: A. Choice B. Picker C. Drop down D. Option

QUESTION: User records are stored in which table? ANSWERS: A. User [sys_user] B. User [sn_user] C. User [u_sys_user] D. User [s_user]

QUESTION: What ServiceNow feature can be triggered by events, and is used to inform users about activities or updates in ServiceNow? ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 96 ANSWERS: A. Notifications B. Alerts C. Texts D. Events E. Emails

QUESTION: Which ServiceNow capability allows you to provide knowledge articles, via a conversational messaging interface? ANSWERS: A. Agent Assist B. Virtual Agent C. Now Messenger D. Connect Agent

QUESTION: Which role can manage multiple knowledge bases? ANSWERS: A. knowledge_base_admin B. kb_admin C. sn_kb_admin D. knowledge_admin

QUESTION: Which statement correctly describes the differences between a Client Script and a Business Rule? ANSWERS: A. A Client Script executes before a record is loaded and a Business Rule executes after a record is loaded B. A Client Script executes on the server and a Business Rule executes on the client C. A Client Script executes on the client and a Business Rule executes on the server D. A Client Script executes before a record is loaded and a Business Rule executes after a record is updated

QUESTION: What are benefits of assigning work tasks to a group, rather than to an individual? (Choose four.) ANSWERS: A. Group members can choose their tasks from My Groups Work B. Groups can assign tasks to users based on on-call schedules C. Site support members can pick tasks, based on Location D. Groups can assign tasks to users based on skills E. Group members can avoid tasks, which are nearing SLA breach F. Groups can assign tasks to users based on availability

QUESTION: What ServiceNow feature allows you to include data from a secondary related table on a report? ANSWERS: A. SQL B. Dot Walking C. Outer Join ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 99 D. Joins

QUESTION: What attributes can you manage, using System Properties > Basic Configuration UI16? (Choose five.) ANSWERS: A. Browser tab title B. Module text color C. Preferred browser D. Base theme E. Font style F. Animation style G. Header background color H. Banner Image

QUESTION: Which field (or fields) is used as a unique key during imports? ANSWERS: A. Match Fields B. Coalesce Fields C. Key Fields D. Sys IDs

QUESTION: You are asked to create an option in the Service Catalog, which will allow a user to click Get Help and describe the issue they are having. These forms should create incident records, which are automatically routed to the Service Desk. Which method would you use? ANSWERS: A. Create Record Producer B. Create Catalog Item C. Create Order Guide D. Create Content Item

QUESTION: What is the result of the order in which access controls are evaluated? ANSWERS: A. Ensures user has access to the fields in a table, before considering their access to the table B. Ensures user can get to work as quickly as possible C. Ensures user has access to the application, before evaluating access to a module within the application D. Ensures user has access to a table, before evaluating access to a field in the table

QUESTION: Which tool graphically displays an infrastructure view for a configuration item (CI) and its relationship with other CIs? ANSWERS: A. Schema Map B. Dependency View C. Dependency Map D. Database View

QUESTION: What are examples of Core tables in the ServiceNow platform? ANSWERS: A. Configuration, Connect, Chat B. Team, Party, Awards C. User, Task, Incident D. Work, Caller, Timecard

QUESTION: 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? ANSWERS: A. Access List B. Can Access C. Accessible to D. Can Read

QUESTION: What are the main components of the Form Design interface? (Choose three.) ANSWERS: A. Field Layout B. Page Header C. Field Navigator D. Field Picker E. Form Layout

QUESTION: What is used to determine user access to knowledge bases or a knowledge article? ANSWERS: A. sn_kb_read, sn_article_read B. Privacy Settings C. Read Access Flag D. User Criteria

QUESTION: What are the three key tables in an enterprise CMDB? (Choose three.) ANSWERS: A. cmdb B. sn_cmdb_bak C. cmdb_rel_ci D. sn_cmdb E. cmdb_bak F. cmdb_ci G. sn_cmdb_ci

QUESTION: What is the best practice related to using the Default Update Set for moving customizations between instances? ANSWERS: A. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 105 Merge Default update sets before moving between instances B. Submit Default update set to application repository C. You should not use the Default Update sets for moving between instances D. Keep Default update set to maximum of 20 records, for troubleshooting purposes

QUESTION: On what part of the ServiceNow instance, would you find the option to Impersonate User? ANSWERS: A. Module B. Content Frame C. Application Navigator D. Banner

QUESTION: Which application is used primarily to load data into ServiceNow? ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 106 ANSWERS: A. Import Hub B. System Import Sets C. Data Import Configuration D. Import Management

QUESTION: If a knowledge base has no access details specified, what users are able to read articles in that knowledge base? ANSWERS: A. itil users B. Any user with an article's permalink C. Any active user D. No users E. Users with kb_user role

QUESTION: ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 107 How would you define an Access Control, to allow a user with itil role to have permission to create incident records? ANSWERS: A. Name: incident.None; Operation: create; Role: itil B. Name: incident.Any; Operation: write; Permission: itil C. Name: incident:*; Permission: write; Role: itil D. Name: incident.None; Permission: create; Role: itil E. Name: incident:*;Operation: write; Permission: itil

QUESTION: What Service Catalog feature do you use to organize items into logical groups? ANSWERS: A. Categories B. Variable Sets C. Sections D. Catalog items

QUESTION: When creating a new notification, what must you define? (Choose three.) ANSWERS: A. The associated knowledge base B. Settings for handling inactive user accounts C. Under what conditions is the notification sent D. Who receives the notification E. What is the content of the notification

QUESTION: The ServiceNow platform supports a wide variety of plug-and-play applications. You can choose from the included workflows of build your own workflow. Which of these workflows are included in the platform? (Choose three.) ANSWERS: A. Federal Workflows B. Customer Workflows C. Infrastructure Workflows D. Manufacturing Workflows E. Employee Workflows F. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 109 IT Workflows

QUESTION: An IT manager is responsible for the Network and Hardware assignment groups, each group contains 5 team members. These team members are working on many tasks, but the manager cannot see any tasks on the Service Desk > My Groups Work list. What could explain this? ANSWERS: A. The Assignment Group manager field is empty. B. The manager does not have the itil role. C. The manager is not a member of the Service Desk group. D. The manager is not a member of the Network and Hardware groups.

QUESTION: You have been asked to configure a form so an employee could order tablet and select the standard accessory options to purchase with it. These standard options are: carrying case, screen cleaner, tablet stand, and screen protector. What approach would you take? (Choose three.) ANSWERS: A. Create Catalog Item for the Tablet, and add a variable set to the form, for the accessory options. B. Create a Record producer, and on the form, add a check box variable for each accessory option. C. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 110 On Shopping Cart configuration, select option lo show the Add Accessories button. D. Create one Catalog item for each: tablet, carrying case, screen cleaner, tablet stand, and screen protector. E. Create Catalog Item for the tablet, and on the form, add a check box variable for each accessory option.

QUESTION: Which ServiceNow utility provides a modern interactive graphical interface to visualize configuration items and their relationships? ANSWERS: A. Dependency View B. CI Class Map C. Business Service Map D. CSDM Schema

QUESTION: What is the definition of a group? ANSWERS: A. A collection of subject matter experts ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 111 B. A team of users C. An escalation pod D. A collection of users E. A department

QUESTION: On the Reports page, what sections allow you to see which reports are visible to different audiences? (Choose four.) ANSWERS: A. Group B. Department C. My reports D. Team E. Global F. All

QUESTION: On a filter condition, there is an element, which is based on the table, the user access rights, and columns on the table. What is this element called? ANSWERS: A. Label B. Column C. Data Element D. Field E. Attribute

QUESTION: You have been asked to create a way for users to order a new iPhone. The approvers and users should be automatically notified at each approval level. What feature would you use to manage the approvals and notifications? ANSWERS: A. Approval Chains B. Flows C. Approver Delegates D. Parent-Child Approvers E. Approval Criteria ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 113

QUESTION: Groups are stored in what table? ANSWERS: A. User Group [user_groups] B. Groups [sys_user_groups] C. Group [sn_sys_user_group] D. Group [sys_user_group] E. User Groups [sn_user_groups]

QUESTION: When managing tags, you can adjust who is able to see it. What are the visibility options for a tag? (Choose three.) ANSWERS: A. Groups and Users B. Me C. Roles and Permissions D. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 114 Everyone E. Admins

QUESTION: What module enables an administrator to define destinations for imported data on any ServiceNow table? ANSWERS: A. Field Transform B. Schema Map C. Transform Map D. Import Map

QUESTION: On a form header, what icon would you click to access Template features? ANSWERS: A. Stamp B. Pages C. More Options (...) ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 115 D. Paperclip

QUESTION: When using the Data Pill Picker, use which keys to dot-walk to fields in other tables? ANSWERS: A. Plus, Minus B. Ctrl <, Ctrl > C. Arrows D. Ctrl C, Ctrl V E. Shift F4, Shift F5

QUESTION: In what order are Access Controls evaluated? ANSWERS: A. Field-level - most specific to most general; then Table-level - most specific to most general B. Field-level - most general to most specific; then Row-level - most specific to most general C. Table-level - most specific to most general; then Field-level - most specific to most general ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 116 D. Table-level - most specific to most general, then Row-level - most specific to most general

QUESTION: What instance resource allows you to access guided tours, information about actions, and instructions on how to use inputs and outputs in your flow? ANSWERS: A. Docs B. Community C. Help Panel (question mark icon) D. Wiki

QUESTION: The Report Designer contains different sections for configuring your report. Which section is used to specify grouping and calculations to be run against the data? ANSWERS: A. Style B. Group by C. Configure ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 117 D. Format E. Data

QUESTION: What icon do you use to change the icon and color on a Favorite? ANSWERS: A. Clock B. Pencil C. Triangle D. Star

QUESTION: You have heard about a new application released by ServiceNow. You want to try it out, to see if it might be useful for your company's ServiceNow implementation. What would be the best way to get hands-on experience with the new application? ANSWERS: A. Search the wiki for the sales demo request form. B. Check the latest release notes at docs servicenow.com. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 118 C. Install the application plugin, on your personal dev instance. D. Install the application plugin, on your company's production instance.

QUESTION: What actions are taken to filter a long list of records to show only those with the Category of Hardware? ANSWERS: A. On the Category column header, right click and select Show > Hardware B. Right click on magnifier, type Hardware and click enter C. On the list, locate and right click on the value Hardware, select Show Matching D. On Breadcrumb, click > icon, type Hardware and click enter E. Click Funnel icon, type Hardware and click enter

QUESTION: What actions are taken to filter a long list of records to show only those which have ﬁemail? in the Short Description? ANSWERS: A. Click List Magnifier to expand column search, on Short Description, type email, click enter ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 119 B. On Search box, select text, type email, click enter C. Click List Magnifier to expand column search, on Short Description, type *email, click enter D. Click List Magnifier to expand column search, on Short Description, type %email, click enter

QUESTION: When importing spreadsheet data into ServiceNow, what is the first step in the process? ANSWERS: A. Run Data Scrubber B. Set Coalesce C. Select Import Set D. Load Data E. Define Data Source

QUESTION: Tables may be set up with Many to Many relationships. What is a classic example of a scenario where the tables would have many to many relationships? ANSWERS: A. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 120 Vendors can sell multiple products; and products can be sold by multiple vendors. B. A Task can trigger many Workflows; and a Workflow can trigger many Tasks. C. Requests can contain many Items; and Items can be any item from the catalog. D. A Configuration Item can belong to multiple Classes; and Classes can contain multiple Configuration Items.

QUESTION: What section on a task record would you use to see the most recent update made to a record? ANSWERS: A. Audit Log B. Timeline C. Activity D. Journal

QUESTION: The Employee On-boarding team has asked for a way for managers to order computers, monitors, business cards, and cell phones for new employees. How would you proceed to meet this requirement? ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 121 ANSWERS: A. Create Requested Item B. Create Record Producer C. Create On-boarding Bot D. Create Order Guide

QUESTION: What enables you to trace from an infrastructure item, like a Server, to the Services that are dependent on that Server? ANSWERS: A. Automapping Utility B. Relationships C. Service Tracer D. Transform Map

QUESTION: From a related list, what would a user click to personalize the layout of the columns? ANSWERS: A. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 122 Gear B. Context Menu C. Pencil D. Magnifier

QUESTION: What is the language used for scripting in ServiceNow? ANSWERS: A. C++ B. JavaScript C. PHP D. Python

QUESTION: What are examples of UI Actions, relating to Lists? (Choose four.) ANSWERS: A. List Links ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 123 B. List Choices C. List Buttons D. List Override E. List Context Menu F. List Control

QUESTION: A Service Catalog project will involve building 80 catalog items. For each of the catalog items, the following fields will be mandatory on the forms: Requested for Requested by Approving manager Delivery instructions All of the other variables will be specific to the individual catalog item. What features would you use when designing the catalog item form? ANSWERS: A. Create a Variable Set Template, then apply to all of the catalog items. B. Create one Variable Set for the four variables, then add that variable set to each of the 80 catalog items. C. Create a Record Producer that contains the four fields; then add to the record producer related list on the Catalog Items. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 124 D. Create a Flow Designer Action, with Variable Set Data Pill, then apply flow to all of the 80 catalog items. E. Create an Order Guide, which includes all variables; then copy and hide variables as needed.

QUESTION: A task worker asks how they can monitor any updates occurring to records assigned to him, like responses from customers. What do you suggest? ANSWERS: A. On My Work list, select the Activity Stream icon to show a frame with live updates B. Click on the eyeglass icon to expand the Monitor frame C. Open an Agent workspace tab for each record he wants to monitor D. Select Service Desk > My Work Dashboard

QUESTION: When importing data from a spreadsheet, which step defines where the incoming data columns will be written in the receiving table? ANSWERS: A. Schedule Transform B. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 125 Field Matching C. Select Data Source D. Create Transform Map E. Load Data

QUESTION: What access does a user need to be able to import articles to a knowledge base? ANSWERS: A. sn_knowledge_import B. sn_knowledge_contribute C. Can contribute D. Can import

QUESTION: To apply a UI Policy to all views, which field should be set to true in its definition record? ANSWERS: A. Global ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 126 B. Reverse if false C. On load D. Inherit

QUESTION: What are the steps for importing data using an import set? ANSWERS: A. Select source file; Run automap; Transform data; Clean up target table B. Identity source; Import transform map; Run transformer, Verify import C. Setup LDAP; Test map; Create update set; Run import; Apply update set D. Load the data; Create transform map; Transform data; Clean up import table

QUESTION: Which type of scripts run in the browser? ANSWERS: A. Script Include Scripts B. Access Control Scripts ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 127 C. Business Rule Scripts D. UI Policies and Client Scripts

QUESTION: Which modules can you use to create a new table? (Choose two.) ANSWERS: A. Dictionary B. Schema Map C. Tables D. Tables & Columns

QUESTION: Which one of the following describes the primary operations performed against tables in the ServiceNow platform? ANSWERS: A. Create, Read, Upload, Delete B. Capture, Rate, Write, Develop C. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 128 Create, Rate, Update, Delete D. Create, Read, Write, Delete

QUESTION: How is a user defined in ServiceNow? ANSWERS: A. A user is a record stored in the Profile [sys_user_profile] table B. A user is a record stored in the User [sys_user] table C. A user is a record stored in the User Preference [sys_user_preference] table D. A user is a field in the LDAP integration

QUESTION: Which ServiceNow utility gives a Service Desk agent the ability to trace from a Service having an issue, to see which CIs supporting that service have active issues? ANSWERS: A. CI Dependency View B. Event Management Homepage C. Service Dashboard ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 129 D. CI Health Dashboard

QUESTION: Which feature enables business process owners to organize Flow Designer content into unified and digitized cross-enterprise processes via a digitized task board interface? ANSWERS: A. Flow Designer B. Workflow Editor C. Process Workflow Designer D. Process Automation Designer

QUESTION: An IT user calls the service desk because he needs to work on task records. All he can see is Self Service on their homepage when he logs in to the ServiceNow instance. What issue could explain this? (Choose two.) ANSWERS: A. His user account does not have ITIL role B. His user account was not approved by their manager C. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 130 His user account is not logged in properly D. His user account failed LDAP authentication E. His user account does not belong to any groups, which contain the ITIL role

QUESTION: On a related list, which buttons are commonly used for managing the records on the list? (Choose three.) ANSWERS: A. Add B. Edit C. Publish D. Manage E. New

QUESTION: A customer requests the following data quality measures be added: Incident numbers should be read only, on all lists and forms, for all users. Short Description field should be mandatory, on all records, across all applications, on Insert. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 131 Which type of policy would you use to meet this requirement? ANSWERS: A. Data Quality Policy B. Dictionary Design Policy C. Data Policy D. Field Criteria Policy

QUESTION: On what part of the ServiceNow instance, would you find the option to access applications, like Incident Management? ANSWERS: A. Application Navigator B. Service Desk Homepage C. Self Service Module D. Favorites

QUESTION: What catalog tool would you use to create a catalog item or record producer? ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 132 ANSWERS: A. Catalog Builder B. Workflow Designer C. Catalog Designer D. Catalog Formatter

QUESTION: On a form, which type of field has this icon which can be clicked, to see a preview of the associated record? ANSWERS: A. Lookup B. Preview C. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 133 Reference D. Snapshot E. Quickview F. Drilldown

QUESTION: While on an Incident record, how would you add a Tag for "Special Handling" to the record? ANSWERS: A. Click on the Context menu, select Add Tag, type Special Handling, press enter B. Click on the More options (...) icon, click Add Tag, type Special Handling, press enter C. On the Tag field, select Special Handling from the choice list D. On the Special Handling field, check the box

QUESTION: What feature allows you to limit who is able to contribute or read knowledge within a knowledge base? ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 134 ANSWERS: A. Roles B. Groups C. User Criteria D. Categories

QUESTION: When moving a homepage or dashboard between instances, what must you remember? ANSWERS: A. Manually add them to the update set B. They cannot be moved via update set C. They are automatically added to the update set D. Create a separate update set for them

QUESTION: What is the platform name for the Group table? ANSWERS: A. sys_groups ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 135 B. group C. sys_user_group D. sys_group

QUESTION: Many actions are included with flow designer, what are some frequently used core actions? (Choose four.) ANSWERS: A. Look for Update B. Create Record C. Ask for Approval D. Look Up Record E. Wait for Condition F. Wait for Match

QUESTION: ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 136 What role enables someone to authorize a request, with no other permissions on the platform? ANSWERS: A. Approval Group [approval_group] B. Authorize [authorize_user] C. Reviewer [reviewer_user] D. Verification [verify_user] E. Approver [approver_user]

QUESTION: On the knowledge base record, which tab would you use to define which users are not able to write articles to the knowledge base? ANSWERS: A. Can Contribute B. Cannot Author C. Can Read D. Can Write E. Can Author

QUESTION: What types of entities can receive task assignments, in ServiceNow? (Choose two.) ANSWERS: A. Users B. Departments C. Groups D. Teams

QUESTION: The Report Designer contains different sections for configuring your report. Which section is used to adjust the look of your report, including colors, titles and legend layout? ANSWERS: A. Layout B. Format C. Configure D. Style

QUESTION: How would you distinguish between a Base Class table and a Parent Class table? ANSWERS: A. Extended tables are always extended from Parent tables. Extended tables are usually extended from Base tables. B. Extended tables can be extended from Parent tables or Base tables; but they cannot be extended from both. C. Base Class tables always have tables extended from them. Parent tables do not have tables extended from them. D. Base Class table is not extended from another table, Parent class tables may be extended from another table.

QUESTION: When a custom table is created, which access control rules are automatically created? (Choose four.) ANSWERS: A. create B. delete C. execute D. update E. read F. ServiceNow CSA Exam "Pass Any Exam. Any Time." - www.actualtests.com 139 write

QUESTION: Which banner icon do you use to change your personal system settings, like your instance color scheme? ANSWERS: A. Magnifier B. Question mark C. Gear D. Chat bubbles

CSA Exam Flashcards

(253 cards)