ServiceNow Certified System Administrator CSA Exam Practice Test

Answer : D

In ServiceNow, when viewing a record in a form view, the top section of the form displays details about that record, while the bottom section (if enabled) displays related records that are associated with it.

These sections at the bottom of the form are called Related Lists.

Key Characteristics of Related Lists:

Displays Records from Related Tables

Related Lists show one-to-many or many-to-many relationships between records.

Example: On a User form, Related Lists might include:

Groups (shows all groups the user belongs to)

Roles (lists roles assigned to the user)

Incidents Assigned (shows all incidents assigned to the user)

Automatically Generated Based on Table Relationships

ServiceNow automatically generates Related Lists based on Reference Fields, Many-to-Many (M2M) tables, or Database Views.

Admins can configure which Related Lists appear via Form Layout settings.

Configurable in Form Design & UI Policies

Related Lists can be enabled or disabled using:

Form Layout (Configure Related Lists)

UI Policies and Client Scripts

Incorrect Answer Choices Analysis:

A . Additional Info Incorrect -- There is no 'Additional Info' feature in ServiceNow related to form layouts.

B . More Info Incorrect -- This is not a term used in ServiceNow for displaying related records.

C . Related Links Incorrect -- Related Links provide quick actions (e.g., 'Create New Task') but do not display related records.

Official ServiceNow Documentation Reference:

ServiceNow Docs -- Related Lists Related Lists Overview

ServiceNow Docs -- Configuring Related Lists on Forms How to Configure Related Lists

Answer : D

In ServiceNow Knowledge Management, the publishing and retiring process for knowledge articles is managed through Workflows. These workflows define the steps an article must go through before it is published, updated, or retired.

How Workflows Control Knowledge Article Publishing & Retiring:

Submission:

A user creates a knowledge article and submits it for approval.

Approval Process:

Based on the workflow, an article may require manager or SME (Subject Matter Expert) approval.

Publishing:

Once approved, the article is published and made available in the Knowledge Base.

Updating & Versioning:

If edits are needed, the article enters a draft or review state.

Retirement:

When an article is no longer needed, it follows the workflow to retire or archive it.

Common Knowledge Workflows in ServiceNow:

Knowledge Approval Publish (requires approval before publishing)

Knowledge Instant Publish (automatically publishes the article)

Knowledge Retire (handles retiring or archiving articles)

Explanation of Incorrect Options:

A . Approval Policies (Incorrect)

ServiceNow does not use a separate 'Approval Policy' for knowledge articles; approvals are managed within the workflow.

B . Approval Definitions (Incorrect)

There is no such specific feature in ServiceNow. Approvals are configured within workflows, not separate definitions.

C . Workflow Designer (Incorrect)

The Workflow Designer is a tool used to create workflows, but it does not control the publishing process directly. The workflows themselves do.

E . State Lifecycle (Incorrect)

While knowledge articles have a lifecycle (Draft Review Published Retired), this is controlled by workflows, not by an independent 'State Lifecycle' feature.

Official Reference from Certified System Administrator (CSA) Documentation:

Knowledge Workflows Overview: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/knowledge-management/reference/r_KnowledgeWorkflows.html

ServiceNow Knowledge Management Process: https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/knowledge-management/concept/knowledge-management-overview.html

Topic 3, Exam Pool C

Answer : B

The System Dictionary in ServiceNow stores and maintains the metadata about tables and fields in the platform. It contains definitions for each table and column, including field data types, default values, and attributes.

Key Features of the System Dictionary (sys_dictionary Table):

Stores table and field definitions, including:

Column names

Data types (e.g., String, Integer, Reference)

Attributes (e.g., unique, read-only, required)

Default values

Ensures data integrity by defining the structure of database tables.

Used by administrators to modify or extend existing tables.

Allows the creation of custom fields in tables.

How to Access the System Dictionary:

Navigate to: System Definition Dictionary

Search for a table or field to view its metadata.

Modify attributes (if needed) to customize table behavior.

Explanation of Incorrect Answers:

A . The human-readable labels and language settings -- Incorrect.

Human-readable labels are stored in the sys_documentation table, not the System Dictionary.

C . The information on how tables relate to each other -- Incorrect.

Table relationships are stored in the Schema Map, not the System Dictionary.

D . The language dictionary used for spell checking -- Incorrect.

Spell checking and translations are managed in system localization settings, not the System Dictionary.

Reference from Certified System Administrator (CSA) Documentation:

ServiceNow Product Documentation System Dictionary (sys_dictionary)

ServiceNow CSA Study Guide Understanding Tables and Fields

ServiceNow Developer Documentation Dictionary and Table Structure

Would you like me to verify another question?

Answer : A, C, D

When setting up a notification in ServiceNow, you must define three critical elements:

What is the content of the notification?

This includes email subject, body, variables, and templates that define how the notification will be displayed to the recipient.

Under what conditions is the notification sent?

Notifications are triggered based on conditions such as:

Record Insert/Update/Delete

Specific field value changes

Events generated by business rules

Who receives the notification?

The recipients can be configured using:

Specific users or groups

Scripted recipients

Users associated with the record (e.g., Caller, Assigned To)

Why Other Answers Are Incorrect:

B . The associated knowledge base -- Notifications are not tied to knowledge bases; they are triggered by records and events.

E . Settings for handling inactive user accounts -- While user preferences exist, this is not a required step in notification creation.

Reference from Certified System Administrator (CSA) Official Documentation:

ServiceNow Notifications Guide

ServiceNow CSA Training Module: 'Creating and Managing Notifications in ServiceNow'

Answer : A

In ServiceNow, Tags allow users to categorize and quickly find records without modifying the database structure. They act as labels that can be applied to records dynamically.

To add a Tag such as 'Special Handling' to an Incident record, follow these steps:

Open the Incident record in the platform.

Click the More options (.,.) icon in the top-right corner of the record.

Select 'Add Tag.'

Type 'Special Handling' and press Enter to apply the tag.

Once applied, the tag will appear in the Tags field of the record, making it easier for users to search and filter incidents with similar labels.

Incorrect Answer Choices Analysis:

B . On the Special Handling field, check the box Incorrect -- There is no standard 'Special Handling' field in the Incident table that acts as a tag.

If such a field exists, it would be a custom field and not related to Tags functionality.

C . On the Tag field, select Special Handling from the choice list Incorrect -- Tags are not stored in a field with a choice list.

Tags are user-defined labels that can be dynamically added using the 'More options' menu.

D . Click on the Context menu, select Add Tag, type Special Handling, press Enter Incorrect -- The Context Menu (right-click menu) does not provide an option to add a Tag.

Tags are added using the More options (.,.) icon, not the Context Menu.

Official ServiceNow Documentation Reference:

ServiceNow Docs -- Using Tags How to Use Tags

ServiceNow Docs -- Searching Records with Tags Search and Filter with Tags

Conclusion:

The correct answer is: A. Click on the More options (.,.) icon, click Add Tag, type Special Handling, press Enter.

This is the standard way to add a Tag in ServiceNow without modifying any database fields.

Answer : C

When creating a custom table in ServiceNow, the platform automatically assigns a table name prefixed with 'u_' to differentiate custom tables from out-of-the-box (OOB) tables.

Naming Convention for Custom Tables:

The default prefix 'u_' is applied to all custom global tables.

The table name follows the format: 'u_' + [custom name].

Example:

If you create a table named 'abc', the system assigns it the table name: u_abc.

Why 'C. u_abc' is Correct?

All custom tables created by users automatically receive the 'u_' prefix.

Prevents conflicts with ServiceNow's internal tables.

Ensures custom tables are easy to identify.

Explanation of Incorrect Options:

A . snc_abc -- Incorrect

'snc_' is not used for custom tables; it is reserved for internal ServiceNow functionality.

B . abc -- Incorrect

Custom tables do not use raw names; they always include a prefix (u_).

D . sys_abc -- Incorrect

'sys_' is reserved for system tables (e.g., sys_user, sys_db_object).

Reference from Certified System Administrator (CSA) Documentation:

ServiceNow Docs: Creating Custom Tables

ServiceNow CSA Study Guide -- Table Administration

ServiceNow Product Documentation: Understanding Table Naming Conventions

Answer : A

In ServiceNow Incident Management, work notes are used to capture technical and internal updates for an incident. These notes are stored in the Activity Log whenever the incident is saved.

Understanding Work Notes and the Activity Log:

The Work Notes field is used for internal communication among support teams.

When an incident is updated and saved, all work notes are appended to the Activity Log (a complete history of the incident).

The Activity Log provides a chronological record of all changes, including work notes, field updates, and system-generated messages.

Why Option A is Correct?

'All Work Notes field text is recorded in the Activity Log' -- This is correct because every time an incident is saved, the Work Notes are appended to the Activity Log.

Why Other Options Are Incorrect?

B. Work Notes field text is overwritten each time work is logged Incorrect because Work Notes are appended, not overwritten. Previous work notes remain visible in the Activity Log.

C. Impact is calculated by adding Priority and Urgency Incorrect because Impact, Urgency, and Priority are independent fields, though Priority is determined based on Impact + Urgency via business rules.

D. Additional Comments are cleared and recorded in Work Notes Incorrect because Additional Comments (for customer-facing communication) and Work Notes (for internal teams) are separate fields. Additional Comments are not cleared upon save.

Reference from Certified System Administrator (CSA) Documentation:

ServiceNow Docs -- Incident Management: Work Notes and Activity Log https://docs.servicenow.com

ServiceNow Learning -- Understanding the Incident Activity Stream

ServiceNow Best Practices -- Internal vs. External Communication in Incidents