ServiceNow Certified System Administrator CSA Exam Practice Test

Answer : B

In ServiceNow, Business Rules are server-side scripts that execute when a record is created, updated, deleted, or queried. The 'When' setting in a Business Rule determines when the rule runs in relation to database operations.

The Four Timing Options for Business Rules:

Before Executes before a record is inserted, updated, or deleted.

Used for validations, data modifications, and setting field values before saving.

After Executes after a record has been committed to the database.

Used for triggering notifications, writing logs, or updating related records.

Async (Asynchronous) Executes after a short delay, allowing the main transaction to complete first.

Used for long-running processes like API calls, email sending, or external system updates.

Display Executes before the record is sent to the client (UI).

Used to populate g_scratchpad for client-side scripts.

Example Use Cases for Business Rule Timings:

Business Rule Timing

When It Runs

Use Case

Before

Before saving to the database

Validate data, auto-populate fields

After

After saving to the database

Send notifications, update related records

Async

Shortly after the transaction completes

Call an external API, send an email

Display

Before the form loads

Pass server data to client-side scripts (g_scratchpad)

Incorrect Answer Choices Analysis:

A . Insert, Update, Delete, Query Incorrect -- These are database operations, not the execution timing options for Business Rules.

C . Prior to, Synchronous, on Update Incorrect -- These terms do not match the standard ServiceNow Business Rule timing settings.

D . Before, Synchronous, Scheduled Job, View Incorrect -- 'Scheduled Job' is not a Business Rule timing option (it is part of Scheduled Script Executions).

Official ServiceNow Documentation Reference:

ServiceNow Docs -- Business Rules Overview Understanding Business Rules

ServiceNow Docs -- Best Practices for Business Rules Best Practices for Business Rules

Answer : A

In ServiceNow Flow Designer, a Trigger is used to initiate a flow. Triggers define the conditions under which a flow starts and can be based on various system events, schedules, or user actions.

Explanation of Each Option:

(A) A Trigger -- Correct

Triggers are the starting point of a flow in Flow Designer.

A flow will not execute unless a trigger condition is met.

Types of triggers include:

Record-based triggers (e.g., when a record is created, updated, or deleted)

Scheduled triggers (e.g., run at a specific time or interval)

Application-specific triggers (e.g., Service Catalog request submission)

(B) Core Action -- Incorrect

Core Actions are predefined actions that execute tasks within a flow, such as:

Sending notifications

Updating records

Calling APIs

They are steps within a flow, not what initiates it.

(C) A Spoke -- Incorrect

A spoke in Flow Designer is a collection of actions and subflows related to a specific application or integration (e.g., ServiceNow ITSM Spoke).

Spokes contain actions but do not initiate flows.

(D) An Event -- Incorrect

Events in ServiceNow trigger Business Rules, Notifications, and Script Actions, but they are not directly used to initiate flows in Flow Designer.

However, a flow can be triggered based on an event, but the event itself is not the trigger---the flow's trigger is configured to listen for the event.

Additional Notes & Best Practices:

Triggers should be well-defined to prevent unnecessary flow executions that might impact performance.

Use Scheduled Triggers for time-based workflows (e.g., daily reports).

Record Triggers are commonly used for automation within ITSM processes.

Debugging Triggers: Use the Flow Execution Details page to troubleshoot trigger execution.

Reference from Certified System Administrator (CSA) Documentation:

ServiceNow Docs: Flow Designer Triggers

https://docs.servicenow.com

ServiceNow Community: Best Practices for Flow Designer Triggers

https://community.servicenow.com

Answer : C

n ServiceNow, the List Editor allows users to edit field values directly within a list without opening the record in a form. This feature is particularly useful for making quick modifications to multiple records without the need to open each one individually.

How List Editor Works:

Users navigate to a list view of records (e.g., an incident list).

If a field is editable via the List Editor, clicking on it will allow inline editing.

After making changes, users can press Enter or click outside the field to save.

Key Features of List Editor:

Inline Editing: Users can modify fields directly from the list.

Multi-Row Editing: Certain fields support bulk updates.

Security Controls: Admins can control which fields are editable via List Editor through dictionary settings.

Audit and History Tracking: Changes made via List Editor are logged for tracking purposes.

Why Other Options Are Incorrect:

A . Data Editor: No such term as 'Data Editor' exists in ServiceNow.

B . Edit Menu: This does not refer to inline editing; instead, it's a general menu for editing options.

D . Form Designer: Used for configuring form layouts, not for inline editing.

Reference from CSA Documentation:

ServiceNow Product Documentation Lists and List Editing

ServiceNow CSA Exam Guide Covers List Editor as a core feature of instance configuration.

This verifies that List Editor is the correct answer.

Answer : A

In ServiceNow, a filter condition is used to define search criteria for records in a table. A filter consists of three primary components:

Field The database field to be evaluated (e.g., priority, state, assigned_to).

Operator Specifies how the field should be compared to a value (e.g., is, contains, greater than).

Value The expected data in the field (e.g., High, Resolved, John Doe).

Example of a Filter Condition:

Filter Condition: Priority is High

Field: Priority

Operator: is

Value: High

Another Example: State is not Resolved

Field: State

Operator: is not

Value: Resolved

Why Option A is Correct?

Field, Operator, and Value are the correct components used to create a filter condition.

Why Other Options Are Incorrect?

B. Condition, Operator, and Value Incorrect because 'Condition' is a result of a Field + Operator + Value, not a separate component. C. Field, Condition, and Value Incorrect because 'Condition' is not a direct component. D. Variable, Field, and Value Incorrect because variables are used in forms, not in filter conditions.

Reference from Certified System Administrator (CSA) Documentation:

ServiceNow Docs -- Creating and Applying Filters https://docs.servicenow.com

ServiceNow Learning -- Query Builder and Conditions

ServiceNow Best Practices -- Using Filters in Lists and Reports

Answer : B

In ServiceNow, Client Scripts run on the client-side (browser) and modify form behavior dynamically.

To validate form data before submission, you must use an onSubmit() Client Script.

Why is 'onSubmit()' the Correct Answer?

Executes Before Form Submission

The onSubmit() Client Script runs just before the form is submitted, allowing validation checks.

If an issue is found, you can prevent form submission using return false;.

Best for Data Validation

Can check if required fields are filled.

Can enforce business rules on the client-side.

Example: Preventing submission if the 'Short Description' field is empty.

Example onSubmit() Client Script:

function onSubmit() {

var shortDesc = g_form.getValue('short_description');

if (!shortDesc) {

alert('Short Description is required before submitting.');

return false; // Stops the form from being submitted

}

return true; // Allows form submission

}

Incorrect Answer Choices Analysis:

A . onSubmission() Incorrect -- This is not a valid ServiceNow Client Script type.

C . onLoad Incorrect -- Runs when the form loads, but does not validate form submission.

D . onUpdate() Incorrect -- Runs when a record is updated, but does not control form submission.

Official ServiceNow Documentation Reference:

ServiceNow Docs -- Client Scripts Overview Understanding Client Scripts

ServiceNow Docs -- Using onSubmit() Client Scripts Client Script Examples

Answer : C, E, F

To allow a new employee to work on tasks assigned to the Network and Hardware groups, they must have:

A User Account (sys_user) created in ServiceNow.

Group Membership in both the Network and Hardware groups.

Correct Steps to Set Up Access:

E . Create User Account

Every user needs an account in ServiceNow before they can be assigned work.

C . Add User Account to Network Group

Membership in the Network group allows the user to be assigned Network-related tasks.

F . Add User Account to Hardware Group

Membership in the Hardware group allows the user to work on Hardware-related tasks.

Why Are Other Options Incorrect?

A . Add User Account to itil group

While the itil role grants access to ITSM functions, it does not automatically provide assignment rights to the Network and Hardware groups.

B . Add User Account to ACL

Access Control Lists (ACLs) define permissions, but group membership is required to receive assignments.

D . Add User Account to IT Knowledgebase

The IT Knowledge Base only grants knowledge article access, not task assignments.

ServiceNow CSA Documentation -- Managing Users & Groups

ServiceNow Product Documentation -- Assigning Users to Groups (https://docs.servicenow.com)

Final Answer: C, E, F (Create User Account, Add User Account to Network Group,

Answer : C

The Report Designer in ServiceNow is used to create, configure, and format reports. It contains multiple sections to control different aspects of the report.

Correct Answer

C . Style

The Style section is responsible for adjusting the visual appearance of the report, including:

Colors

Font styles

Legend layout

Gridlines and chart elements

This section allows users to customize the report to enhance readability and visual impact.

Example Usage:

Changing a bar chart's colors to align with corporate branding.

Adjusting the legend placement for better visualization.

Incorrect Answer Choices

A . Format

'Format' is not a specific section in the Report Designer.

Formatting options are controlled within the Style section.

B . Layout

The Layout section controls how the report data is arranged, but not the appearance.

Example: Setting a two-column layout for a report.

D . Configure

The Configure section is used for defining the data source, conditions, and filters for the report, not its appearance.

ServiceNow Documentation: Report Designer Guide

ServiceNow Reporting Best Practices: Configuring Report Styles