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ServiceNow CSA Exam Prep Questions and Answers 2025.
D. Self-service - Which of these applications is available to all users?
A. Change
B. Incident
C. Facilities
D. Self-
service
B. My Groups Work - Which module displays a list of tasks assigned to a user's group, but
not yet assigned to an individual user?
A. My Teams Work
B. My Groups Work
C. My Groups Tasks
D. My Teams Tasks
C. Variable Types - Multiple choice, single line text, and select box are what type of
elements in ServiceNow?
A. Order Guides
B. Request Types
C. Variable Types
D. Related Lists
C. Javascript - What is the language used for scripting in ServiceNow?
A. Java
B. AngularJS
C. Javascript
D. Jelly
D. A map to determine relationships between fields displaying in an import set to fields in
an existing table. - Which of the following is a definition for transform maps in ServiceNow?
A. A map that is used to share the history of the incident
B. A map used to add data to encrypt fields
C. A map used to trigger business rules before the data is queued in the outbound web
service
D. A map to determine relationships between fields displaying in an import set to fields in
an existing table.
C. Now Platform UI - Which of the following is the primary way to interact with the
applications and data in a ServiceNow instance?
A. Service Portal
B. Workplace
C. Now Platform UI
D. Now Mobile
D. collection of permissions - A role is a:
A. set of users delegated to perform different tasks
B. collection of tasks
C. set of members to a subscription
D. collection of permissions
E. set of users who share a common purpose
F. individual to whom you have grated access to your ServiceNow instance
A. set of users who share a common purpose - A group is a:
A. set of users who share a common purpose
B. collection of permissions
C. collection of tasks
D. individual to whom you have granted access to your ServiceNow instance
E. set of members to a subscription
F. set of users delegated to perform different tasks
C. Application Platform-as-a-Service (aPaaS) - The Now Platform is an example of which
cloud computing model?
A. Software-as-a-Service (SaaS)
B. Platform-as-a-Service (PaaS)
C. Application Platform-as-a-Service (aPaaS)
D. Infrastructure-as-a-Service (IaaS)
A. Employee
D. Logo
A. Drag the breadcrumbs of a filtered list to the Favorites tab.
B. Drag an individual record to the Favorites tab
E. Select the star of its corresponding application or module - Which of the following are
ways to create a favorite?
Select 3 answers from the below options.
A. Drag the breadcrumbs of a filtered list to the Favorites tab.
B. Drag an individual record to the Favorites tab
C. Select the personalization gear icon.
D. Select the star of its corresponding section
E. Select the star of its corresponding application or module
A. User menu - What is selected to impersonate another user?
A. User
menuB. Application Navigator
C. System settings
D. Magnifying glass
B. Select the record from the History tab - You need to go back to review a record you just
looked at recently. What is one of the quickest ways to navigate back to the same record?
A.Expand every application in the All applications tab
B. Select the record from the History tab
C. Navigate back to its corresponding list
D. Impersonate another user
A. System Properties > Basic Configuration UI
C. Guided Setup > ITSM Guided Setup - Each ServiceNow solution provides its own guided
setup. When implementing IT Service Management (ITSM), where would you navigate in
order to update Now Platform user interface branding, including the company logo and
colors?
Select 2 answers from the below.
A. System Properties > Basic Configuration UI
B. System Properties > My Company
C. Guided Setup > ITSM Guided
Setup
D. Team Development > Properties
B. Banner image, text, and colors
D. Navigation background and text colors
E. Browser tab title
F. System date/time formatting - Which of the following branding features can be
configured?
Select 4 answers from the below options.
A. Navigator responses
B. Banner image, text, and colors
C. Navigation position
D. Navigation background and text colors
E. Browser tab title
F. System date/time formatting
B. Accelerate adoption rates
C. Create a shared identity
D. Gain user trust - What are some of the benefits often recognized by branding your
instance?
Select 3 answers from the below options.
A. Reduce service desk calls
B. Accelerate adoption rates
C. Create a shared identity
D. Gain user trust
E. Share comprehensive assignment rules
B. List title menu
C. List fields context menu
E. List column context menu - Lists provide context menus at three different levels. What
are the names of those context menus?
Select 3 answers from the below options.
A. List filter context menu
B. List title menu
C. List fields context menu
D. List description menu
E. List column context menu
C. Breadcrumbs - A filter is a set of conditions applied to a table to help you find and work
with a subset of data. In the Now Platform, filter conditions are also referred to as:
A. Reference
B. Choice
C. String
D. Attachments
A. Edit icon
D. Remove icon
E. Handle icon - When using Form Designer, icons presented on each field include which of
the following?
Select 3 answers from the below options.
A. Edit icon
B. Reference icon
C. Field icon
D. Remove icon
E. Handle icon
B. Field Navigator - A field can be added to a table and form by accessing which part of the
Form Designer interface?
A. Form settings
B. Field Navigator
C. Form Views
D. Field Formatter
D. Template bar - Different form templates can be applied to a form by accessing the:
A. Template creator
B. Template editor
C. Toggle template views
D. Template bar
A. Setting an Assignment group and User based on Category and Subcategory
B. Setting a User based on Category and Subcategory
C. Setting an Assignment group and User based on the short description
D. Setting an Assignment group based on Category and Subcategory - Which of the
following is a best practice when configuring Assignment Rules or Predictive Intelligence?
Select 4 answers from the below options.
A. Setting an Assignment group and User based on Category and Subcategory
B. Setting a User based on Category and Subcategory
C. Setting an Assignment group and User based on the short description
D. Setting an Assignment group based on Category and Subcategory
E. Setting an Assignment group based on Subcategory (Category = None)
A. User presence
C. Activity
streamD. Connect chat
E. Comments - Which of the following are ways to collaborate with team members on
tasks?
Select 4 answers from the below options.
A. User presence
B. Additional comments
C. Activity stream
D. Connect
chat E. Comments
B. Notes - Which tab contains the activity stream for a task?
A. Conflicts
B. Notes
C. Related Records
D. Resolution Information
A. Tasks lead to quicker resolution times
C. Tasks are repeatable processes
D. Tasks minimize the possibility of human error - Which of the following best describes
Tasks?
Select 3 answers from the below options.
A. Tasks lead to quicker resolution times
B. Tasks can only be performed once
C. Tasks are repeatable processes
D. Tasks minimize the possibility of human error
A. System Notification > Email > Notifications - To see the notifications that are currently
defined on the Now Platform, you can navigate to:
A. System Notification > Email > Notifications
B. System Definitions > Notifications
Select 3 answers from the below options.
A. Virtual Agent
B. Email
C. Meeting
Invitation D. SMS
E. Workplace Chat
A. Pie chart
B. Bar chart - Select the report visualization types that can be generated from a list of
record
s
Select 2 answers from the below options.
A. Pie chart
B. Bar
cC.hart Single score
D. Line chart
D. Style - Which phase of the Report designer lets you choose a color scheme for the report
visualization
A. Configure
B. Data
C. Type
D.
Style
C. Configure - Which phase of the Report designer lets you define the Group by attribute?
A. Style
B. Type
C. Configure
D. Data
B. Publish
C. Export to PDF
D. Add to dashboard
F. Schedule
G. Share - Which of the following are valid report sharing options?
Select 5 answers from the below options.
A. Add to homepage
B. Publish
C. Export to PDF
D. Add to dashboard
E. Clone
F. Schedule
G.
Share
C. Share the report - What is the recommended way to share a report?
A. Download as PDF
B. Email an attachment
C. Share the report
D. Publish to an instance URL
D. The report creator only - By default, a report is shared with:
A. All users and groups
B. All roles
C. Only groups that the report creator belongs to
D. The report creator only
A. Leave a comment on the article
B. Give a 1-5 star rating
D. Mark the article as helpful or not helpful - Which of the following are ways an end user
can leave feedback about an article?
Select 3 answers from the below options.
A. Leave a comment on the article
B. Give a 1-5 star rating
C. Fill out an article quality index checklist
D. Mark the article as helpful or not helpful
E. Fill out the knowledge quality survey
C. Social Q&A - Which feature allows end users to post questions and answer other user
questions?
A. Neighborhoods
B. Social FAQ
C. Social Q&A
D. Ask ServiceNow
C. Most Useful - What item in the Knowledge Management ServicePortal displays article
that have the highest percentage of users marking them helpful?
D. Workflow
B. Under Request Something - When using the Service Portal, how do end users typically
access the service catalog?
A. Under System Status
B. Under Request Something
C. In the Knowledge Base
D. In the Community
A. Catalog
ICt.ems Catalogs
D. Categories - Which of the following aspects of the service catalog application can a user
with only the Catalog Administrator role manage?
Select 3 answers from the below options.
A. Catalog Items
B. Scripting functions
C. Catalogs
D. Categories
E. Business
Rules
A. Maintain Items
(Service Catalog > Catalog Definition > Maintain Items) - Where does the System
Administrator navigate to edit & create a catalog item?
A. Maintain Items
B. Create Incident
C. Service Portal
D. Service
Catalogs
D. Categories and Subcategories - From the end user's perspective, how are the products
and services in the service catalog organized?
A. Tickets and Requests
B. Task and Subtasks
C. Incidents and Problems
D. Categories and Subcategories
A. Application-
bBas. Recoed rd-based
C. Schedule-based - Which of the following are Flow Designer triggers?
Select 3 answers from the below options.
A. Application-
bBas. Recoed rd-based
C. Schedule-based
D. Role-based
B. Represent reusable operations for use across multiple flows
C. Can be contained in a spoke
E. Provide the ability to build your own customer actions - Which of the following are true
regarding Flow Designer actions?
Select 3 answers from the below options.
A. Define when the flow is performed
B. Represent reusable operations for use across multiple flows
C. Can be contained in a
spoke
D. Require script to develop
E. Provide the ability to build your own customer actions
A. Provides automation tools
C. Integrates with third party systems
D. Saves time - Which of the following are true regarding Flow Designer?
Select 3 answers from the below options.
A. Provides automation tools
B. Requires scripting experience
C. Integrates with third party systems
D. Saves time
B. Answering FAQs
C. Performing diagnostics
D. Providing how-to information - Virtual agent offers a personalized customer experience
by automating typical Tier 1 support tasks, including which of the following?
Select 3 answers from the below options
A. Translating languages
B. Answering FAQs
C. Performing diagnostics
D. Providing how-to information
A. perform common work tasks
C. obtain information
D. make decisions - The purpose of the Virtual Agent is to help users do which of the
following?
Select 3 answers from the below options.
B. First at the Table-level (most specific to most general), then at the Field-level (most
specific to most general) - In what order are access controls evaluated?
A.First at the Field-level (most specific to most general), then at the Table-level (most
specific to most general)
B.First at the Table-level (most specific to most general), then at the Field-level (most
specific to most general)
C. Transform Map - Which tool is used to determine relationships between fields in an
import set and an existing table?
A. Import Set
B. Coalesce
C. Transform Map
D. Target Table
C. Coalesce - Which option allows you to update existing Target Table records when
importing data from an import set?
A. Transform
B. Mandatory
C. Coalesce
D. Unique
A. Tangible (e.g. hardware, software, servers) entities
B. Intangible (e.g. business services, email) entities
D. Configuration Item - What is a CI?
Select 3 answers from the below options.
A. Tangible (e.g. hardware, software, servers) entities
B. Intangible (e.g. business services, email) entities
C. Configuration Management Database
D. Configuration Item
E. configuration_admin role
B. Base Configuration Item [cmdb]
C. Configuration Item [cmdb _ci]
D. CI Relationship [cmdb_rel_ci] - What are the three key tables in the CMDB?
Select 3 answers from the below options.
A. CMDB Properties [cmdb_properties]
B. Base Configuration Item [cmdb]
C. Configuration Item [cmdb _ci]
D. CI Relationship [cmdb_rel_ci]
E. CMDB Baseline [cmdb_baseline]
C. Order Guide - What represents multiple related request items grouped together as one
request?
A. Catalog Item
B. Variable Set
C. Order Guide
D. Record Producer
B. One or more Service Catalog Task (SCTASK) records
C. A request (REQ) record
D. A Request Item (RITM) record - What is created when a user order orders several items?
Select 3 answers from the below options.
A. A variable
B. One or more Service Catalog Task (SCTASK) records
C. A request (REQ) record
D. A Request Item (RITM) record
E. A variable set
C. UI Policy
D. Client Script - Which of the following run scripts client-side?
Select 2 answers from the below options.
A. Business Rule
B. Script Include
C. UI Policy
D. Client Script
A. Business Rule - Which script runs when a record is displayed, inserted, updated, deleted,
or when a table is queried?
A. Business Rule
B. Client Script
C. UI Policy
D. UI Policy Action - What do you configure to instruct fields how to behave on a form when
a UI policy is triggered?
A. UI Actions
B. Client Script
C. Data Policy
D. UI Policy Action
E. Homepages
A. IntegrationHub - Which ServiceNow product provides the ability to quickly integrate
with 3rd party applications without scripting?
A. IntegrationHub
B. Visual Task Boards
C. Flow Designer
D. Service Portal
A. Guided Application Creator - What ServiceNow feature can be used to begin the creation
of an application?
A. Guided Application Creator
B. Configuration Management Database (CMDB)
C. IntegrationHub
D. System Dictionary
C. Scope - What protects applications by identifying and restricting access to available files
and data?
A. Access Control
B. The admin Role
C. Scope
D. Delegated Development
B. Delegated Development - What is granted to non-administrators in order for them to be
able to develop applications?
A. The itil Role
B. Delegated Development
C. Access Control
D. The developer Role
B. Registered - In order to be used, an event record must be...
A.
CaB. Registeredtalogued
C. Published
D. Certified
B. Log records indicating something notable has occurred in the system. - What are events?
A. A server-side script that runs when a record is displayed, inserted, updated, or deleted,
or when a table is queried.
B. Log records indicating something notable has occurred in the system.
C. A real-time messaging tool that enables users to chat with individuals and groups
D. Notifications that are sent to users when something occurs that concerns them.
A. Using Navigation Menu under Content Management - How do you change the color of the
instance? (***)
A. Using Navigation Menu under Content Management
B. Using Navigation Menu under Application
C. Under Content Management, Instance color marking
D. None of the above
A. True - update_synch attribute identifies that it should be captured in Update Sets.
A. True
B. False
D. gs.include() - On the client script, which of the following variables cannot be used?
A. g_form
B. producer.variable
C. jslog
D. gs.include()
D. All of the above can be used to apply approvals - Which of the following is not a way to
apply approval in ServiceNow?
A. Approval Rules
B. Workflow
C. Process Guides
D. All of the above can be used to apply approvals
A. Task_sla - Which table stores the Task SLA records for the SLA's attached to particular
tasks?
A.
TBa. Sskla_ola_sla
C.
Sla D. Sla_ula
E. None of the Above
