ServiceNow CSA Practice Questions and
Answers Verified 2025
A customer requests the following data quality measures to be added: 1. incident
number should be read only on all list and forms, For all users. 2. short description field
should be mandatory, on all records, across all applications, on insert. which type of
policywould you use to meet this requirement? - ANSWER-dictionary design policy
data quality policy
field criteria policy
data policy
A department uses SLA data extensively to run reports. they keep asking for help with
building reports off of the same set of tables. they seem to be conducted by dot
walking.What could you do to make it easier for them to build their reports? - ANSWER-
System table flow house their reporting data
write knowledge articles explaining how to do dot walking
create a data source for them and show them how to use it
send a team member to a reporting class knock out any untrained users
show them how to export to excel format
A manager is complaining that they can't get the data then they need on a report,
because the data resides in two different tables. this data is used for many different
reports in their department. you have checked to see if dot walking will meet the
requirement and it is not possible. what else might you try to help this manager? -
ANSWER-create a database view
create a report source
create a custom table
export the tables to spreadsheet
create a report template
A manager wants to review a snapshot of month end sales performance data, as
comparedto sales target. in addition, the manager wants to able to see those monthly
numbers trended overtime and forecasted into the future. what capability do you
suggest for this manager? - ANSWER-schedule reports, accustoms snapshot table and
projection report
scheduled reports, a custom snapshot table and a trend report.
performance analytics.
scheduled reports and excel
key performance indicators.
A manager wants to run a report showing how many service requests have been
fulfilled for business cards since the beginning of the year. what table would they select
for building this report? - ANSWER-Request[sc_req]
requested item[sc_req_item]
,task[task]
catalog item[sc_cat_item]
catalog task[sc_task]
service catalog[sc_catalog]
A new employee joins the IT department and needs to perform work assigned to
network and Hardware groups. how would you set up their access? Choose 3 answers?
- ANSWER-add user account to hardware group
add user account to ACL
add user account to itil group
Create user account
add user account to IT knowledge base
add user account to network group
A new service desk employee in Latin America Complaints that the create dates and
time are incorrect on their incident list. what would you suggest to fix this issue? -
ANSWER-use the system properties to correct the instance time zone
have them correct the time zone on their computer
recommend they use Chrome instead of explorer
Have them use the gear icon to set the employees time zone
have them clear their cache
A role is defined as what? - ANSWER-A persona in a workflow
a set of user access policies
a collection of permissions
a set of access control rules
A service catalog project will involve building 80 catalog items. for each of the catalog
items,the following fields will be mandatory on the forms: - ANSWER-requested for
requested by
approving manager
delivery instructions
A subject matter expert routinely receives task which have been worked by first and
level support before receiving the assignment. what could you suggest, to make it
easier for theexpert to read only the work notes in the activity log? - ANSWER-click
contexts menu > work notes view
click funnel icon and select only work notes
click Context menu > history
click personalise icon and select activity stream
right click form header > form layout > add work note section
A task worker asks how they can monitor any updates occurring to records assignedto
him, like responses from customers. what do you suggest? - ANSWER-on my work list,
select activity stream icon to show a frame with live updates
select service desk> my work dashboard
,open an agent workspace tab for each record he wants to monitor
click on the eyeglass icon to expand the monitor frame
A user is complaining that they are seeing a blank page, when they click create new,
from your custom inventory application. you have confirmed that they can see the
inventoryapplication, and the create new module on the application navigator. what
could be the cause of this issue? - ANSWER-create new module has a broken link
user should be using Chrome instead of explorer for their browser.
user has read role, but not the write role on the inventory table
known intermittent issues with UI15
user session has timed out.
A user wants to create a set of filter conditions, where they want to show records which
satisfy two conditions: 1. incidents where the state is closed, 2. incidents where
assignment group is network. after clicking the funnel icon, what should the user do? -
ANSWER-define the first condition; click AND button; define second condition; click run
define the first condition; click OR button; define second condition; press enter
define the first condition; click> icon on breadcrumb, define second condition;
pressenter
define the first condition; click> icon on breadcrumb, define second condition; clickrun
define the first condition; click AND button; define second condition; press enter
Access controls are evaluated in this order: 1. Match Object against table ACL 2. Match
The object against field ACL. Within step one above, what order are the table
ACLsevaluated? - ANSWER-general to specific: table ACL, table.field ACL, parent
table. field ACL
specific to general: table.field ACL, parent table.field ACL, * Field ACL
top to bottom: wildcard table ACL, parent table ACL, table ACL
bottom to top: table ACL, table. field ACL, parent table. field ACL
specific to general: table ACL, parent table ACL, wildcard(*) ACL
After finishing your work on high security setting, what is a possible way to return to
normal admin security levels? - ANSWER-Select global update set
end impersonation
use system administration> normal security module
select normal role
logout and back in
After you create a new table, what is the best practice regarding the navigationpane?
Choose 2 answers? - ANSWER-create application menu with the same name as the
table label
set the font style on both the application menu and the module
specify which roles are able to see the module
set the filter condition on the application module
Create module with the plural of the table label.
, All of the other variables will be specific to the individual catalog item. what features
would you use when designing the catalog item form? - ANSWER-create an order guide
which includes all variables; then copy and hide variablesas needed.
create one variable set for the four variables; then add the variable set to eachof the
eighty catalog items
create a variable set template; they apply to all of the catalog items
create a record producer that contains the four fields; then add to the recordproducer
related list on the catalog items
create a floor designer action, with variable set data pill; then apply flow to all ofthe
eighty catalog items
An IT manager is responsible for the network and hardware assignment groups,
eachgroup contains 5 team members. These team members are working on many
tasks, but the manager cannot see any tasks on the service desk > My Groups Work
List. What could explain this? - ANSWER-the manager is not a member of the network
and hardware groups.
the assignment group manager field is empty.
the manager is not a member of the service desk group
the manager does not have the ITIL role.
An IT User calls the service desk Because they need to work on task records. all they
can seehis self-service on their homepage when they log into the service now instance.
what issue could explain this? choose two answers? - ANSWER-their user record was
not approved by their managers
that user account does not belong to any group which contains the ITIL role.
their user account is not logged in property
their user account does not have itil role
That user account failed LDAP authentication
Certain tables have a prefix like HR_. which kind of tables has a name that starts with
acustom prefix? - ANSWER-excluded table
scooped application table
system table
explanation table
Xray search table
For a customer's inventory application, several inventory applications fields on a
needed-on inventory ticket. this ticket will be assigned to inventory support team
members. how would you start to implement this requirement? - ANSWER-create
inventory table as a new base table. then add inventory specification fields asneeded.
create inventory table with the inventory specification fields. in create view betweenthe
inventory and task table.
create the inventory table with the inventory specification fields. then create manyto
many relationships between the inventory and the task table.
create inventory table as an extended table from the task table. then add theinventory
specification fields, as needed
Answers Verified 2025
A customer requests the following data quality measures to be added: 1. incident
number should be read only on all list and forms, For all users. 2. short description field
should be mandatory, on all records, across all applications, on insert. which type of
policywould you use to meet this requirement? - ANSWER-dictionary design policy
data quality policy
field criteria policy
data policy
A department uses SLA data extensively to run reports. they keep asking for help with
building reports off of the same set of tables. they seem to be conducted by dot
walking.What could you do to make it easier for them to build their reports? - ANSWER-
System table flow house their reporting data
write knowledge articles explaining how to do dot walking
create a data source for them and show them how to use it
send a team member to a reporting class knock out any untrained users
show them how to export to excel format
A manager is complaining that they can't get the data then they need on a report,
because the data resides in two different tables. this data is used for many different
reports in their department. you have checked to see if dot walking will meet the
requirement and it is not possible. what else might you try to help this manager? -
ANSWER-create a database view
create a report source
create a custom table
export the tables to spreadsheet
create a report template
A manager wants to review a snapshot of month end sales performance data, as
comparedto sales target. in addition, the manager wants to able to see those monthly
numbers trended overtime and forecasted into the future. what capability do you
suggest for this manager? - ANSWER-schedule reports, accustoms snapshot table and
projection report
scheduled reports, a custom snapshot table and a trend report.
performance analytics.
scheduled reports and excel
key performance indicators.
A manager wants to run a report showing how many service requests have been
fulfilled for business cards since the beginning of the year. what table would they select
for building this report? - ANSWER-Request[sc_req]
requested item[sc_req_item]
,task[task]
catalog item[sc_cat_item]
catalog task[sc_task]
service catalog[sc_catalog]
A new employee joins the IT department and needs to perform work assigned to
network and Hardware groups. how would you set up their access? Choose 3 answers?
- ANSWER-add user account to hardware group
add user account to ACL
add user account to itil group
Create user account
add user account to IT knowledge base
add user account to network group
A new service desk employee in Latin America Complaints that the create dates and
time are incorrect on their incident list. what would you suggest to fix this issue? -
ANSWER-use the system properties to correct the instance time zone
have them correct the time zone on their computer
recommend they use Chrome instead of explorer
Have them use the gear icon to set the employees time zone
have them clear their cache
A role is defined as what? - ANSWER-A persona in a workflow
a set of user access policies
a collection of permissions
a set of access control rules
A service catalog project will involve building 80 catalog items. for each of the catalog
items,the following fields will be mandatory on the forms: - ANSWER-requested for
requested by
approving manager
delivery instructions
A subject matter expert routinely receives task which have been worked by first and
level support before receiving the assignment. what could you suggest, to make it
easier for theexpert to read only the work notes in the activity log? - ANSWER-click
contexts menu > work notes view
click funnel icon and select only work notes
click Context menu > history
click personalise icon and select activity stream
right click form header > form layout > add work note section
A task worker asks how they can monitor any updates occurring to records assignedto
him, like responses from customers. what do you suggest? - ANSWER-on my work list,
select activity stream icon to show a frame with live updates
select service desk> my work dashboard
,open an agent workspace tab for each record he wants to monitor
click on the eyeglass icon to expand the monitor frame
A user is complaining that they are seeing a blank page, when they click create new,
from your custom inventory application. you have confirmed that they can see the
inventoryapplication, and the create new module on the application navigator. what
could be the cause of this issue? - ANSWER-create new module has a broken link
user should be using Chrome instead of explorer for their browser.
user has read role, but not the write role on the inventory table
known intermittent issues with UI15
user session has timed out.
A user wants to create a set of filter conditions, where they want to show records which
satisfy two conditions: 1. incidents where the state is closed, 2. incidents where
assignment group is network. after clicking the funnel icon, what should the user do? -
ANSWER-define the first condition; click AND button; define second condition; click run
define the first condition; click OR button; define second condition; press enter
define the first condition; click> icon on breadcrumb, define second condition;
pressenter
define the first condition; click> icon on breadcrumb, define second condition; clickrun
define the first condition; click AND button; define second condition; press enter
Access controls are evaluated in this order: 1. Match Object against table ACL 2. Match
The object against field ACL. Within step one above, what order are the table
ACLsevaluated? - ANSWER-general to specific: table ACL, table.field ACL, parent
table. field ACL
specific to general: table.field ACL, parent table.field ACL, * Field ACL
top to bottom: wildcard table ACL, parent table ACL, table ACL
bottom to top: table ACL, table. field ACL, parent table. field ACL
specific to general: table ACL, parent table ACL, wildcard(*) ACL
After finishing your work on high security setting, what is a possible way to return to
normal admin security levels? - ANSWER-Select global update set
end impersonation
use system administration> normal security module
select normal role
logout and back in
After you create a new table, what is the best practice regarding the navigationpane?
Choose 2 answers? - ANSWER-create application menu with the same name as the
table label
set the font style on both the application menu and the module
specify which roles are able to see the module
set the filter condition on the application module
Create module with the plural of the table label.
, All of the other variables will be specific to the individual catalog item. what features
would you use when designing the catalog item form? - ANSWER-create an order guide
which includes all variables; then copy and hide variablesas needed.
create one variable set for the four variables; then add the variable set to eachof the
eighty catalog items
create a variable set template; they apply to all of the catalog items
create a record producer that contains the four fields; then add to the recordproducer
related list on the catalog items
create a floor designer action, with variable set data pill; then apply flow to all ofthe
eighty catalog items
An IT manager is responsible for the network and hardware assignment groups,
eachgroup contains 5 team members. These team members are working on many
tasks, but the manager cannot see any tasks on the service desk > My Groups Work
List. What could explain this? - ANSWER-the manager is not a member of the network
and hardware groups.
the assignment group manager field is empty.
the manager is not a member of the service desk group
the manager does not have the ITIL role.
An IT User calls the service desk Because they need to work on task records. all they
can seehis self-service on their homepage when they log into the service now instance.
what issue could explain this? choose two answers? - ANSWER-their user record was
not approved by their managers
that user account does not belong to any group which contains the ITIL role.
their user account is not logged in property
their user account does not have itil role
That user account failed LDAP authentication
Certain tables have a prefix like HR_. which kind of tables has a name that starts with
acustom prefix? - ANSWER-excluded table
scooped application table
system table
explanation table
Xray search table
For a customer's inventory application, several inventory applications fields on a
needed-on inventory ticket. this ticket will be assigned to inventory support team
members. how would you start to implement this requirement? - ANSWER-create
inventory table as a new base table. then add inventory specification fields asneeded.
create inventory table with the inventory specification fields. in create view betweenthe
inventory and task table.
create the inventory table with the inventory specification fields. then create manyto
many relationships between the inventory and the task table.
create inventory table as an extended table from the task table. then add theinventory
specification fields, as needed
