ServiceNow CSA ServiceNow Certified System Administrator Exam Practice Test

Answer : A, B

Answer : A

In ServiceNow, tables are structured in a hierarchical format where some tables can extend others, inheriting fields and properties. However, there are specific tables that do not extend any other table but can be extended---these are known as Base Tables.

Understanding Table Types in ServiceNow

Base Tables:

A Base Table is a table that does not extend another table but can be extended by other tables.

It serves as a foundation for creating new tables.

Example:

Task Table (task) -- The Incident, Problem, and Change tables extend from the Task table.

Configuration Item Table (cmdb_ci) -- Used as a base for various CI types.

Core Tables:

Core Tables are the standard tables provided by ServiceNow.

They can be base tables or extended tables depending on their role.

Example:

Task (task) and User (sys_user) are core tables, but only some core tables are base tables.

Extended Tables:

Extended Tables are tables that inherit fields and functionality from a parent table.

Example:

Incident (incident) extends from Task (task).

Custom Tables:

Custom Tables are tables that developers create for specific business needs.

They may or may not extend another table depending on their design.

Why Answer 'A' is Correct:

'Base Tables' are tables that may be extended by other tables but do not extend another table.

These tables do not inherit fields from any other table.

They provide the foundation for extensions, making them the top-level tables in ServiceNow's data hierarchy.

Example: The Task table is a base table because it does not extend another table but serves as the foundation for many other tables (e.g., Incident, Problem, Change).

Why the Other Answers Are Incorrect:

B. 'Core Tables'

Incorrect because Core Tables are standard ServiceNow tables, but they can be either base or extended tables.

Not all core tables follow the definition of a base table.

C. 'Extended Tables'

Incorrect because extended tables inherit fields from parent tables, meaning they do extend another table.

Example: The Incident table extends from the Task table, making it an extended table.

D. 'Custom Tables'

Incorrect because Custom Tables can be either base or extended tables depending on how they are created.

If a developer chooses to extend an existing table, then it is not a base table.

Reference from the Certified System Administrator (CSA) Documentation:

ServiceNow CSA Study Guide -- Data Schema & Tables

ServiceNow Docs: Table Hierarchy & Extensions (ServiceNow Documentation)

ServiceNow Data Model Overview (Base Tables & Extended Tables)

Answer : C

In ServiceNow Import Sets, coalescing is the process of matching existing records to avoid duplicate entries when importing data. Conditional coalesce is the only method that allows using a script to determine if records should be updated or inserted.

Types of Coalescing in Import Sets:

Single-field Coalesce (Incorrect )

Uses one field to determine if a record exists.

If a match is found, the record is updated; otherwise, a new record is created.

Example: Using email as a coalesce field when importing user data.

Multiple-field Coalesce (Incorrect )

Uses multiple fields to find a match.

If all specified fields match, the record is updated. Otherwise, a new record is created.

Example: Matching First Name + Last Name + Email.

No Coalesce (Incorrect )

Every import creates a new record, regardless of whether a similar record exists.

Conditional Coalesce (Correct )

Allows using a script to define custom logic for identifying records to update.

This is the only coalescing method that supports scripting.

Example:

A script can check if either email or employee ID exists, and if neither exist, create a new record.

Reference from ServiceNow CSA Documentation:

Understanding Coalesce in Import Sets

Import Set Coalescing

Conditional Coalesce Scripting

Using Conditional Coalesce

Answer : A

Update Sets in ServiceNow are used to capture customizations and configurations made in an instance, allowing these changes to be moved between instances (e.g., from development to test or production). ServiceNow provides best practices to ensure smooth migration and avoid issues with missing or conflicting updates.

Understanding Update Sets in ServiceNow:

What is an Update Set?

An Update Set is a collection of customizations (e.g., changes to forms, scripts, workflows, business rules) that can be moved from one instance to another.

It tracks changes in a controlled way, preventing accidental loss of configurations.

Why Avoid Using the Default Update Set?

The Default Update Set is automatically used when no other update set is selected.

It captures changes but should never be used for instance-to-instance migrations because:

It cannot be exported.

It contains system changes that are not logically grouped.

It can cause inconsistencies and missing dependencies when moving updates.

Instead, administrators should create a named Update Set for specific development work.

Why Answer 'A' is Correct:

'Avoid using the Default Update Set as an Update Set for moving customizations from instance to instance.'

This follows ServiceNow's best practices for managing Update Sets.

Using the Default Update Set can lead to missing updates, conflicts, and untracked changes, making migrations unreliable.

Why the Other Answers Are Incorrect:

B. 'Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions.'

Incorrect because ServiceNow recommends that instances be on the same version before applying Update Sets.

If instances are on different versions, the Update Set may include incompatible changes, causing failures.

C. 'Use the Baseline Update Set to store the contents of items after they are changed the first time.'

Incorrect because there is no such thing as a 'Baseline Update Set' in ServiceNow.

ServiceNow does not automatically create a backup of original configurations---administrators should manually create an Update Set before making changes.

D. 'Once an Update Set is closed as 'Complete,' change it back to 'In Progress' until it is applied to another instance.'

Incorrect because a completed Update Set should not be reopened.

Once marked Complete, an Update Set is ready for export and migration. Reopening it can cause data integrity issues and confusion in version control.

Reference from the Certified System Administrator (CSA) Documentation:

ServiceNow CSA Study Guide -- Update Sets & Configuration Management

ServiceNow Docs: Best Practices for Update Sets (ServiceNow Documentation)

ServiceNow Docs: Moving Customizations with Update Sets

Answer : C, E

When you create a new table in ServiceNow, best practices for the navigation pane ensure that the table is properly organized, accessible, and follows role-based visibility standards.

1. Specify which Roles can see the Module ( Correct - C)

Modules allow users to navigate directly to the table from the left navigation pane.

Setting role-based access ensures that only authorized users can view or use the table.

Navigate to System Definition > Modules, and define who can access the module using roles.

2. Create an Application Menu with the Same Name as the Table Label ( Correct - E)

This ensures consistency in navigation and makes it easier for users to locate the table.

Example: If you create a table 'Project Tasks', the Application Menu should also be named 'Project Tasks'.

This follows ServiceNow UI best practices for organization.

Why Other Options Are Incorrect?

A . Set the filter condition on the Application Menu Incorrect

Application Menus do not require filter conditions; they are for grouping related modules under a category.

B . Set the font style on both the Application Menu and the Module Incorrect

Font styles are not customizable in the navigation pane.

D . Specify which Roles can see the Application Menu Incorrect

The Application Menu itself is usually visible to all users unless restricted by module-level roles.

The best practice is to restrict roles at the module level (Correct Answer: C).

F . Create a Module with the Plural of the Table Label Incorrect

While it is a common practice, it is not a strict best practice.

Example: If your table is 'Incident', the module is typically named 'Incidents', but it's not a mandatory rule.

Official ServiceNow Documentation Reference:

Managing Application Menus and Modules

Creating Tables and Modules

Answer : A, C, D

A filter condition in ServiceNow consists of three essential components that define how data is filtered in lists, reports, and queries. These components determine which records meet specific criteria.

Components of a Filter Condition:

Column (D) -- Represents the field in the table that is being filtered (e.g., 'Priority' in the incident table).

Operator (A) -- Defines the comparison method, such as is, contains, starts with, greater than, etc.

Value (C) -- Specifies the criteria used for filtering (e.g., 'High' for Priority).

Example of a Filter Condition in an Incident Table:

Priority is High

Column: Priority

Operator: is

Value: High

Why Other Options Are Incorrect:

B . Match Criteria Not a defined component; filtering is based on column, operator, and value.

E . Field While 'Field' is a general term, ServiceNow officially uses 'Column' in filter conditions.

ServiceNow Docs: Using Filters in Lists

ServiceNow CSA Official Study Materials

Answer : A, D

LDAP (Lightweight Directory Access Protocol) Integration in ServiceNow enables organizations to connect their corporate directory services (such as Microsoft Active Directory) with their ServiceNow instance. This integration helps manage user authentication and data synchronization efficiently.

There are two key aspects of LDAP Integration in ServiceNow:

Authentication

LDAP is commonly used for user authentication, allowing users to log in to ServiceNow using their corporate credentials.

Instead of storing passwords in ServiceNow, authentication requests are sent to the LDAP server to verify the user's identity.

This helps in maintaining centralized identity management across the organization.

Data Population

LDAP can be used to import user and group information into ServiceNow.

This process is known as data synchronization, where attributes such as usernames, email addresses, department details, roles, and group memberships are pulled from LDAP and stored in ServiceNow.

This ensures that user information in ServiceNow is always up-to-date with the organization's directory.

Why the Other Options Are Incorrect?

B . Data Formatting --

While ServiceNow does process data from LDAP, 'Data Formatting' is not an aspect of LDAP integration.

Formatting refers to structuring or modifying data but is not a core function of LDAP integration.

C . Authorization --

Authorization determines what a user can do after authentication, such as assigning roles and permissions.

While ServiceNow can use LDAP groups to assign roles, the integration itself focuses on Authentication and Data Population rather than defining permissions within ServiceNow.

Reference from Certified System Administrator (CSA) Documentation:

ServiceNow Docs: LDAP Integration Overview https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/integrate/authentication/concept/c_LDAPIntegration.html

ServiceNow CSA Official Training Guide (LDAP Integration & User Authentication)

This confirms that the two main aspects of LDAP Integration in ServiceNow are Authentication and Data Population.