ServiceNow Certified System Administrator CSA Exam Practice Test

Answer : A, B, D, E

Answer : B

Form Builder is used to design and modify forms that users interact with when entering and updating records.

Key Features of Form Builder:

Drag-and-drop interface to add, remove, or rearrange fields.

Supports sections, tabs, and related lists.

Enables quick modification of forms without writing scripts.

Option A (Generate analytical reports) is incorrect because reports are created using the Report Designer, not Form Builder.

Option C (Create new tables) is incorrect because tables are created via Table Builder or directly in the Table module.

Option D (Configure system settings and permissions) is incorrect because permissions are managed through roles, ACLs, and system properties.

Reference: ServiceNow Platform UI -- Form Builder Guide

Answer : D

In ServiceNow Knowledge Management, access to knowledge articles is controlled through access settings in the Knowledge Base record. The 'Can Read' tab is used to specify which users, groups, or roles can view knowledge articles in a particular Knowledge Base.

Why 'Can Read'?

The Can Read list defines the users, groups, or roles that can access and view articles in a specific Knowledge Base.

This ensures that sensitive or restricted knowledge is only available to authorized users.

If no restrictions are set in the Can Read tab, the knowledge base is publicly accessible to all users.

Steps to Configure 'Can Read' Permissions:

Navigate to Knowledge Management > Knowledge Bases.

Open a specific Knowledge Base record.

Go to the Can Read tab.

Add the users, groups, or roles that should be able to read the articles.

Save the record.

Incorrect Options Explained:

A . Access List -- No such tab exists in Knowledge Management.

B . Can Access -- Incorrect name; the correct tab is Can Read.

C . Accessible to -- Does not exist in the Knowledge Base settings.

Reference:

ServiceNow Knowledge Management User Roles

Managing Knowledge Base Access

Answer : C

Key Differences Between Client Scripts and Business Rules:

Feature

Client Script

Business Rule

Execution Location

Runs in the user's browser (client-side)

Runs on the ServiceNow server (server-side)

Execution Timing

Runs when a form loads, is submitted, or a field changes

Runs when a record is inserted, updated, deleted, or queried

Performance Impact

Can impact page load time if not optimized

Can impact database performance if not optimized

Use Cases

Used for form validation, auto-filling fields, UI enhancements

Used for data validation, automation, and enforcing business logic

Explanation of Answer Choices:

A . A Client Script executes before a record is loaded, and a Business Rule executes after a record is loaded

Incorrect. Business Rules do not execute only after a record is loaded. They can execute on insert, update, delete, or query actions.

B . A Client Script executes on the server and a Business Rule executes on the client

Incorrect. Client Scripts run on the client (browser), and Business Rules run on the server.

C . A Client Script executes on the client and a Business Rule executes on the server

Correct. This is the fundamental difference between Client Scripts and Business Rules.

D . A Client Script executes before a record is loaded and a Business Rule executes after a record is updated

Incorrect. Client Scripts run at different times (onLoad, onChange, onSubmit), and Business Rules can execute on multiple database operations, not just after an update.

Reference from Certified System Administrator (CSA) Documentation:

ServiceNow Product Documentation 'Client Scripts Overview'

ServiceNow Product Documentation 'Business Rules Overview'

Answer : A

In ServiceNow, the Task [task] table is a core table that provides a set of standard fields used by multiple tables that extend it, including:

Incident [incident]

Problem [problem]

Change Request [change_request]

Service Request [sc_request]

These tables inherit fields from the Task table, ensuring consistency in assignments, state management, and workflows.

Key Features of the Task Table:

Standard Fields:

Assigned To

Assignment Group

Priority

State

Created By / Updated By

Short Description / Description

Extensibility:

The Incident, Problem, and Change tables all extend the Task table, inheriting its fields.

Developers can add additional fields while keeping core task properties intact.

Why is 'A. Task [task]' the Correct Answer?

The Task table is the primary table for work-related records in ServiceNow.

It standardizes fields across multiple ITSM modules.

Why the Other Options Are Incorrect?

B . Assignment [assignment] Incorrect

There is no standard 'Assignment' table in ServiceNow.

Assignments are managed through the Task table via the Assigned To and Assignment Group fields.

C . Service [service] Incorrect

There is no generic 'Service' table that acts as a core table for ITSM processes.

Service-related items are stored in different tables, such as cmdb_ci_service (for service records).

D . Workflow [workflow] Incorrect

The Workflow table is used for managing automated workflows and does not store task-related records.

Reference from Certified System Administrator (CSA) Documentation:

ServiceNow Docs: Task Table Overview https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/incident-management/concept/task-table.html

This confirms that the Task table is the core table that extends to Incident, Problem, and other related tables.

Answer : A

Related Lists allow administrators to display associated records at the bottom of a form, such as incidents assigned to a user or requests submitted by a caller.

Steps to Add a Related List:

Open a User record (e.g., sys_user table).

Click on the Form Context Menu () > Configure > Related Lists.

Select Incidents (task table with condition 'Opened by = current user').

Save changes.

Option B (Related Cases) is incorrect because cases refer to Customer Service Management (CSM), not Incident Management.

Option C (Add Lists) is incorrect because the correct term is Related Lists, not 'Add Lists'.

Option D (Related Records) is incorrect because there is no such direct menu option.

Reference: ServiceNow UI Configuration -- Related Lists

Answer : C

In Flow Designer, when an action is executed, its output (data) is stored as a Data Pill. These Data Pills can be used in subsequent actions within the same flow.

What is a Data Pill?

Data Pills represent pieces of data produced by previous steps in the flow.

They are visually represented as draggable tokens in Flow Designer.

Users can drag and drop Data Pills into fields of subsequent actions to dynamically use the stored data.

Example Scenario:

A 'Create Record' action generates a new incident.

The Incident Number is stored as a Data Pill.

A subsequent 'Send Email' action can use this Incident Number Data Pill in the email subject/body.

Why Other Answers Are Incorrect:

A . Field Icon -- No such term exists in Flow Designer.

B . Field Value -- Field values exist on forms but are not used for storing action data in Flow Designer.

D . Data Element -- This is a general term but does not specifically refer to Flow Designer storage.

E . Data Trigger -- A trigger initiates a flow but does not store action data.

Reference from Certified System Administrator (CSA) Official Documentation:

ServiceNow Flow Designer -- Data Pills

ServiceNow CSA Training Module: 'Using Data in Flow Designer Actions'