ServiceNow Certified System Administrator CSA Practice Test Set 9

Tools Topics
1. ServiceNow Certified System Administrator CSA Practice

Test Set 9
ServiceNow Certified System Administrator CSA

Practice Test Set 9
ATF can consist of steps that run on web browser
Options are :
TRUE
(Correct)
FALSE
Answer :TRUE
Notifications can be sent to individual users or to groups or to both.
Options are :
FALSE
TRUE
(Correct)
Answer :TRUE
Which of the following is useful if you have a set of fields that needs to be used in multiple
record producers?
Options are :
Variables Container
Fields Set
User Control
Variable Set
(Correct)
Fields Container
Answer :Variable Set
x
Tools Topicsx
Any user can tag items and make them viewable by everyone
Options are :
TRUE
FALSE
(Correct)
Answer :FALSE
Which application scope is used to identify applications created before application

scoping?
Options are :
Global
(Correct)
No application scope is assigned to applications that were created prior to application scoping
General
Reporting
ITSM
Answer :Global
Which module can be used to access system dictionary?
Options are :
System Dictionary > Tables
System Definition > Tables
System Definition > Dictionary

(Correct)
System > Data Schema

x
System > Data Structure
Answer :System Definition > Dictionary

Tools Topicsx
Which of the following statements are NOT correct regarding the Schedule feature in
reports? (select all that apply)
Options are :
It can send more than one email in the same day
It can send email with the report attached to certain users or groups only for one time as specified
in the schedule
(Correct)
It can send email to specific email addresses who are not users
It can send email to users with the report attached on a daily basis
It can send email with the report attached based on conditions
It can send an email with more than one report attached

(Correct)
Answer :It can send email with the report attached to certain users or groups only for one time as
specified in the schedule
It can send an email with more than one report attached
You are designing a record producer. You need to add questions to the form to solicit
information from customers. Which of the following should you use?
Options are :
Attributes
Fields
x
Properties
ToolsVariables
(Correct) Topicsx
Questions
Answer :Variables
Which of the following modules can be used to view knowledge content?
Options are :
Self-Service > Knowledge

(Correct)
Knowledge > Content
Service Desk > Knowledge Bases
Self-Service > Knowledge Bases
Service Desk > Articles
Answer :Self-Service > Knowledge
Which of the following functionalities can tables that extend Task table take advantage of?
Options are :
Approvals
(Correct)
Assignments
(Correct)
Workflows
(Correct)
x
Inactivity Monitors
(Correct)
Service Levels
(Correct)
Tools Topicsx
Answer :Approvals
Assignments
Workflows
Inactivity Monitors
Service Levels
Which module can be used to create assignment lookup rules?
Options are :
System Policy > Assignments Lookup Rules
System > Rules > Assignments Lookup Rules
System Policy > Rules > Assignments Lookup Rules

(Correct)
System > Assignments Lookup Rules
Answer :System Policy > Rules > Assignments Lookup Rules
Which of the following are considered valid cases to use the flow designer? (select all that
apply)
Options are :
When you need to orchestrate across services with little technical user knowledge
(Correct)
When you need to simplify upgrades and deployment

(Correct)
When you need to reduce and simply scripting

(Correct)
When integrating with 3rd party systems

(Correct)
Answer :When you need to orchestrate across services with little technical user knowledge
When
you need to simplify upgrades and deployment
When you need to reduce and simply scripting
When
integrating with 3rd party systems
x
Changes are tracked and you can customize objects on a table with the ________ attribute
Tools Topicsx
Options are :
Data Sources
Reporting
Update_synch
(Correct)
Schema Map
Answer :Update_synch
Which of the following statement describes the purpose of an Order Guide ?
Options are :
Order Guides take the user directly to the checkout without prompting for information
Order Guide provide the ability to order multiple, related items as one request
(Correct)
Order Guides restrict the number of items in an order to only one item per request
Order Guide provide a list of guidelines for Administrators on how to set up item variables
Answer :Order Guide provide the ability to order multiple, related items as one request
Which one of the following statements describes the contents of the Configuration
x
Management Database (CMDB) ?
Options are :
Tools Topicsx
The CMDB contains the Business Rules that direct the intangible, configurable assets used by a
company
The CMDB archives all Service Management PaaS equipment metadata and usage statistics
The CMDB contains ITIL process data pertaining to configuration items
The CMDB contains data about tangible and intangible business assets
(Correct)
Answer :The CMDB contains data about tangible and intangible business assets
What are the three components of a filter condition ?
Options are :
Field
(Correct)
Value
(Correct)
Operator
(Correct)
Table
Answer :Field
Value
Operator
Which one of the following statements describes the purpose of a Service Catalog workflow
?
x
Options are :
Service Catalog workflow generates three basic components: item variable types, tasks, and
Toolsnotifications Topicsx
Although a Service Catalog workflow cannot send notifications, the workflow drives complex
fulfillment processes
Service Catalog workflow generates three basic components: item variable types, tasks, and
approvals
Service Catalog workflow is used to drive complex fulfillment processes and sends notifications to
defined users or groups
(Correct)
Answer :Service Catalog workflow is used to drive complex fulfillment processes and sends
notifications to defined users or groups
Which three Variable Types can be added to a Service Catalog Item ?
Options are :
Number List, Single Line Text, and Reference
True/False, Multiple Choice, and Ordered
True/False, Checkbox, and Number List
Multiple Choice, Select Box, and Checkbox

(Correct)
Answer :Multiple Choice, Select Box, and Checkbox
Which would NOT appear in the History section of the Application Navigator ?
Options are :
Records
Forms
UI Pages
(Correct)
Lists
Answer :UI Pages
x
Tools Topicsx
Which of the following can be customized through the Basic Configuration UI 16 module ?
(Choose three.)
Options are :
Banner Image
(Correct)
Browser Tab Title

(Correct)
Form Header Size
System Date Format

(Correct)
Record Number Format
Answer :Banner Image

Browser Tab Title
System Date Format
In what order should filter elements be specified ?
Options are :
Operator, Condition, then Value
Field, Operator, then Value

(Correct)
Value, Operator, then Field
Field, Operator, then Condition
Answer :Field, Operator, then Value
A group is stored in which table ?
Options are :
Group[sys_user]
Group[sys_user_group]
(Correct)
x
Group[sys_user_group_profile]
Group[user group]
Answer :Group[sys_user_group]
Tools Topicsx
What are the four knowledge workflows available in the ServiceNow base instance ?
Options are :
Approval publish: Request approval from a manager of the knowledge base before moving the
article it the publish state
(Correct)
Retire Knowledge: Moves a knowledge article to the retired state.
Instant Retire: Immediately retires a published article without requiring an approval
Instant Publish: Immediately publishes a draft article without requiring an approval
Answer :Approval publish: Request approval from a manager of the knowledge base before moving
the article it the publish state
Where do you go to confirm a recent upgrade to a feature release that has been performed ?
Options are :
System Security > Users and Group > Roles
System properties > Basic Configuration UI16
System Logs > Events

(Correct)
System Update Sets > Merge Update set

x
Answer :System Logs > Events
What are the two aspects to LDAP Integration ?

Tools Topicsx
Options are :
Authorization
Data Population
(Correct)
Authentication
(Correct)
Data formatting
Answer :Data Population

Authentication
For Administrators creating new Service Catalog items, what is a characteristic they should
know about Service Catalog variables ?
Options are :
Service Catalog variables cannot affect the order price
Service Catalog variables are global by default

(Correct)
Service Catalog variables can only be used in Record Producers
Service Catalog variables can only be used in Order Guides
Answer :Service Catalog variables are global by default

x
Record numbers have to be manually incremented ?
Tools are :
Options Topicsx
False
(Correct)
True
Answer :False
What is the purpose of a Related List ?
Options are :
To create a one-to-many relationship
To dot-walk to a core table
To present related records

(Correct)
To present related fields
Answer :To present related records
The display sequence is controlled in a Service Catalog Item using which of the following ?
Options are :
The Order field in the Variable form

(Correct)
The Default Value field in the Catalog Item form x

The Sequence field in the Catalog Item form
The Choice field in the Variable form
Tools
Answer :The Order field in the Variable form
Topicsx
Which type of interface enables you to display multiple performance analytics, reporting
and
other widgets on a single screen ?
Options are :
List
Dashboard
(Correct)
Timeline
Form
Answer :Dashboard
Access Control rules may be defined with which of the following permission requirements ?
(Choose three.)
Options are :
Groups
User Criteria
Scripts
(Correct)
Assignment Rules
Conditional Expressions
(Correct)
Roles
(Correct)
Answer :Scripts
Conditional Expressions
Roles
x
Tools Topicsx
What are the main UI component(s) of the ServiceNow Platform ?
Options are :
Content Menu
Application Frame
Application Navigator
(Correct)
Banner Navigator
Banner Frame
(Correct)
Content Frame
(Correct)
Answer :Application Navigator

Banner Frame
Content Frame
Which of the following are a type of client scripts supported in ServiceNow ? (Choose four.)
Options are :
onCellEdit
(Correct)
onSubmit
(Correct)
onLoad
(Correct)
onEdit
onSave
onChange
(Correct)
onUpdate
Answer :onCellEdit
onSubmit
onLoad
onChange
What defines how departments work together to meet the service level requirements
documented in an SLA ?
x
Options are :
Operational Level Agreement (OLA)

(Correct)
ToolsService Level Agreement (SLA) Topicsx
Underpinning Contract (UC)
Metrics
Answer :Operational Level Agreement (OLA)
What information does the System Dictionary contain ?
Options are :
The language dictionary used for spell checking
The definition for each table and column

(Correct)
The information on how tables relate to each other
The human-readable labels and language settings
Answer :The definition for each table and column
What can trigger an event ?
Options are :
Future release, patch release, hotfix
Graphical workflow editor

x
The Impersonation Icon
User Actions, Scripts

(Correct)
Answer :User Actions, Scripts
Tools Topicsx
Tables that exist in the base system are called ?
Options are :
Core Tables
(Correct)
Base Tables
Task Tables
Default Tables
Answer :Core Tables
Which term refers to application menus and modules which you may want to access quickly
and often ?
Options are :
Breadcrumb
Tag
Bookmark
Favorite
(Correct)
x
Answer :Favorite
Which one of the following statements applies to a set of fields when they are coalesced
Tools an import ?
during Topicsx
Options are :
If a match is not found using the coalesce fields, the existing record is updated with the
information being imported
If a match is not found using the coalesce fields, the system does not create a Transform Map
If a match is found using the coalesce fields, the existing record is updated with the information
being imported
(Correct)
If a match is found using the coalesce fields, the system creates a new record
Answer :If a match is found using the coalesce fields, the existing record is updated with the
information being imported
Which tool is used to have conversations with logged-in users in real-time ?
Options are :
User Presence
Comments
Now Messenger
Connect Chat
(Correct)
Answer :Connect Chat
UI Policy can make fields read-only, mandatory, or hidden ?

Tools Topicsx
Options are :
False
True
(Correct)
Answer :True
What does graphically display an infrastructure view for a configuration item and the
business services that it is part of ?
Options are :
Merge Update sets
User interface Actions
Dependency Views
(Correct)
Activity Section
Answer :Dependency Views
Provides additional functionality within a ServiceNow instance ?
Options are :
Connect Workspace
Parent breadcrumbs formatter
Plugins
(Correct)
Notifications
Answer :Plugins
x
Tools Topicsx
Which are states that you can make a field on a form using UI Policy ?
Options are :
Mandatory
(Correct)
Empty
read-only
(Correct)
write-only
Necessary
Hidden
(Correct)
Answer :Mandatory
read-only
Hidden
Which term best describes something that is created, has worked performed upon it, and is
eventually moved to a state of closed ?
Options are :
event
workflow
report
task
(Correct)
Answer :task
When you extend a CI class, you must create a_______
Options are :
Scoped Application
New relationship rule in configuration > Suggested Relationships

(Correct)
Inbound Rule
x
New User
Answer :New relationship rule in configuration > Suggested Relationships

Tools Topicsx
Buttons, form links, and context menu items are all examples of what type of functionality ?
Options are :
Business Rule
UI Action
(Correct)
Client Script
UI Policy
Answer :UI Action
Which of the following allows a user to edit field values in a list without opening the form ?
Options are :
Edit Menu
Form Designer
Data Editor
List Editor
(Correct)
Answer :List Editor
What is a Dictionary Override ?

x
Options are :
Dictionary Override is the addition, modification, or removal of anything that could have an effect
Toolson IT services Topicsx
Dictionary Override is an incoming customer update in an Update Set which applies to the same
objects as a newer local customer update
Dictionary Override is a task within a workflow that requests an action before the workflow can
continue
Dictionary Override sets field properties in extended tables

(Correct)
Answer :Dictionary Override sets field properties in extended tables
What is the name of the ServiceNow search engine ?
Options are :
Bing
Zing
(Correct)
Google
Gauge
Answer :Zing
Which one of the following statements is true about Column Context Menus ?
Options are : x
It displays actions related to filtering options, assigning tags, and search

It displays actions such as creating quick reports, configuring the list, and exporting data
(Correct)
Tools Topicsx
It displays actions related to viewing and filtering the entire list
It displays actions such as view form, view related task, and add relationship
Answer :It displays actions such as creating quick reports, configuring the list, and exporting data
database live at the Data Center ?
Options are :
True
(Correct)
False
Answer :True
Which one of the following statements is a recommendation from ServiceNow about

Update
Sets ?
Options are :
Before moving customizations from instance to instance with Update Sets, ensure that both
instances are different versions
Avoid using the Default Update set as an Update Set for moving customizations from instance to x
instance
(Correct)
Once an Update Set is closed as "Complete", change it back to "In Progress" until it is applied to
another instance
Tools Topicsx
Use the Baseline Update Set to store the contents of items after they are changed the first time
Answer :Avoid using the Default Update set as an Update Set for moving customizations from
instance to instance
What is a formatter? Select one of the following.
Options are :
formatter is a form element used to display information that is not a field in the record
(Correct)
formatter allows you to configure applications on your instance
formatter allows you to populate fields automatically
formatter is a set of conditions applied to a table to help find and work with data
Answer :formatter is a form element used to display information that is not a field in the record
What module in the Service Catalog application does an Administrator access to begin
creating
a new item ?
Options are :
Maintain Items
(Correct)
Maintain Categories
Items
Content Items
Answer :Maintain Items
x
Tools Topicsx
Which of the following is true of Service Catalog Items in relation to the Service Catalog ?
Options are :
They are optional
They are the building blocks

(Correct)
They run behind the scenes
They provide options
Answer :They are the building blocks
What is the name of the conversational bot platform that provides assistance to help users
obtain information, make decisions, and perform common tasks ?
Options are :
Virtual Agent
(Correct)
live Feed
Connect Chat
Answer Agent
Answer :Virtual Agent
what is a computer program running as a service; a physical computer dedicated
to running one or more services, or a system running a database ?
Options are :
A data base
client server
Server
(Correct)
Application server
Answer :Server x
Tools Topicsx
Which of the following concepts are associated with the ServiceNow CMDB ? (Choose four.)
Options are :
User Permissions
Tables and Fields

(Correct)
A Database
(Correct)
Service Processes
(Correct)
The Dependency View

(Correct)
Answer :Tables and Fields

A Database
Service Processes
The Dependency View
Which are valid Service Now User Authentication Methods ? (Choose three.)
Options are :
XML feed
Local database
(Correct)
SSO
(Correct)
FTP authentication
LDAP
(Correct)
Answer :Local database

SSO
LDAP
x
How is the Event Log different from the Event Registry ?
Options are :
Tools Topicsx
Event Log contains generated Events, the Event Registry is a table of Event definitions
(Correct)
Event Log is the same as the Event Registry
Event Log lists Events that were triggered by integrations, the Event Registry lists the Events that
were triggered during the day (24-hour period)
Event Log is formatted in the Log style, the Event Registry displays different fields
Answer :Event Log contains generated Events, the Event Registry is a table of Event definitions
What enables you to define the conditions under which the running SLA will be completed
and a new SLA will be attached ?
Options are :
Task
Insert
Save as report source
Reset
(Correct)
Answer :Reset
When using the Load Data and Transform Map process, what is the Mapping Assist used for
?
x
Options are :
app g e ds us g t e po t og
Tools Topicsx
Mapping fields using a Field Map
(Correct)
Mapping fields using an SLA
Mapping fields using Transform History
Answer :Mapping fields using a Field Map
Reports can be created from which different places in the platform? (Choose two.)
Options are :
View / Run module

(Correct)
Metrics module
List column heading

(Correct)
Statistics module
Answer :View / Run module

List column heading
The baseline Service Catalog homepage contains links to which of the following
components ?
Options are :
Order Guides, Item Variables, and Workflows
Record Producers, Order Guides, and Catalog Items

(Correct)
x
Record Producers, Order Guides, and Item Variables

ToolsOrder Guides, Catalog Items, and Workflows Topicsx
Answer :Record Producers, Order Guides, and Catalog Items
ServiceNow is a single-instance, multiple tenant architecture ?
Options are :
True
False
(Correct)
Answer :False
How to run Data Collector Jobs ?
Options are :
Manually, LDAP, Single Sign on (SSO)
Social IT > Feed Administration > Messages
Searches in files that are attached to records
Performance analytics > Data Collector

(Correct)
Answer :Performance analytics > Data Collector
Which one of the following statements best describes the purpose of an Update Set ?
x
Options are :
y de au t, a Update Set c udes custo at o s, us ess u es, a d o epages
Tools Topicsx
By default, the changes included in an Update Set are visible only in the instance to which they are
applied
An Update Set allows administrators to group a series of changes into a named set and then move
this set as a unit to other systems
(Correct)
An Update Set is a group of customizations that is moved from Production to Development
Answer :An Update Set allows administrators to group a series of changes into a named set and then
move this set as a unit to other systems
which of the common Interfaces defines wrong
Options are :
Dashboard: Enable you to display multiple performance analytics, reporting and other widgets on
a single screen
Homepage: Consists of navigational elements, functional controls, and platform information
Maps: Display ServiceNow data graphically on a Google map
Form: Data is entered into ServiceNow only through forms

(Correct)
Timelines: Used to track tasks or projects
List: Display records from a data table, as well as allow you to edit the record information using the
List Editor functionally.
Answer :Form: Data is entered into ServiceNow only through forms
You can coalesce on a single field to update an existing record. If a target table records
exists with the same value in the coalesce field as the staging table record, the target table
record is updated using the import set record values. Which of the below best suits the
given scenario ?
Options are :
Workflow
single- field coalesce

(Correct)
show Activity stream
Application scoping
Answer :single- field coalesce

x
Tools Topicsx
What is the Import Set Table ?
Options are :
A table where data will be placed, post-transformation
A repository for Update Set information
A table that determines relationships
A staging area for imported records

(Correct)
Answer :A staging area for imported records
What is a Record Producer ?
Options are :
A Record Producer creates user records
A Record Producer is a type of Catalog Item that is used for Requests, not Services
A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests
A Record Producer is a type of a Catalog Item that allows users to create task-based records from
the Service Catalog
(Correct)
Answer :A Record Producer is a type of a Catalog Item that allows users to create task-based records
from the Service Catalog
What displays a set of records from a table ?
x
Options are :
List
(Correct)
ToolsDashboard Topicsx
Panel
View
Answer :List
What are the 5 provided Roles by ServiceNow ?
Options are :
System Administrator The admin role provides access to all platform features, applications,
functions and data
(Correct)
Requester: Also known as Employee Self Service (ESS) users, these users have no roles but can
submit and manage their own requests, access public pages, etc
(Correct)
Specialized Administrator Specialized administrator roles manage specific functions or

applications, such as Assignment Rules, Knowledge base, reports, or web services
(Correct)
Approver: Users with the Approver user role can perform all requester actions and may view or
modify approval records directed to the approver
(Correct)
Fulfiller: Users with the ITIL role may fulfill ITIL activities associated with the ITIL workflow,
including Incident and Change management
(Correct)
Answer :System Administrator The admin role provides access to all platform features, applications,
functions and data
Requester: Also known as Employee Self Service (ESS) users, these users have no
roles but can
submit and manage their own requests, access public pages, etc
Specialized x
Administrator Specialized administrator roles manage specific functions or
applications, such as
Assignment Rules, Knowledge base, reports, or web services
Approver: Users with the Approver user
Tools Topicsx
role can perform all requester actions and may view or modify approval records directed to the
approver
Fulfiller: Users with the ITIL role may fulfill ITIL activities associated with the ITIL workflow,
including Incident and Change management
What is the path an Administrator could take to view the fulfillment stage task list for an
order placed by a user ?
Options are :
FULFILLMENT (Number)>RITM (Number)>TASK (Number)
REQ (Number)>RITM (Number)>TASK (Number)

(Correct)
RITM (Number)>REQ (Number)>PROCUREMENT (Number)
REQ (Number)>RITM (Number)>PROCUREMENT (Number)
Answer :REQ (Number)>RITM (Number)>TASK (Number)
Which of the following statements is true when a new table is created by extending another
table ?
Options are :
The new table inherits all of the Business Rules, Client Scripts, and UI Policies of the parent table,
but none of the existing fields
The new table inherits all of the fields of the parent table and can also contain new fields unique to
itself
(Correct)
The new table archives the parent table and assumed its roles in the database
The new table inherits all of the fields, but does not inherit Access Control rules, Client Scripts, and
UI Policies of the parent table
Answer :The new table inherits all of the fields of the parent table and can also contain new fields
unique to itself
x
Tools Topicsx
Configuration will not affect what others see on their forms ?
Options are :
True
False
(Correct)
Answer :False
A User is stored in which table ?
Options are :
User [ syst_user_profile]
User [user_profile]
User [ sys_user_group]
User [sys_user]
(Correct)
Answer :User [sys_user]
How are Workflows moved between instances ?
Options are :
Workflows are moved using Application Sets
Workflows are moved using Update Sets

(Correct)
Workflows are moved using Transform Maps
Workflows cannot be moved between instances
Answer :Workflows are moved using Update Sets
x
Tools Topicsx
What are the methods available for user authentication?
Options are :
Local Database: The user name and password in their user record in the instance database
LDAP: The user name and password are accessed via LDAP in the corporate directory, which has a
matching user account in the database
All of the above

(Correct)
OAuth 2.0: The user name and password of OAuth identity provider, which has a matching user
account in the database
Multifactor: The user name and password in the database and passcode sent to the user's mobile
device that has Google Authenticator installed
SAML 2.0: The user name and password configured in a SAML identity provider account, which has
a matching user account in the database
None of the above
Digest Token: An encrypted digest of the user name and password in the user record
Answer :All of the above
As it relates to ServiceNow reporting, which of the following statements describes what a
metric can do ?
Options are :
A metric is a comparative measurement used to report the effectiveness of workflows and SLAs
A metric is a report gauge used on homepages to display real-time data

x
A metric is a time measurement used to report the effectiveness of workflows and SLAs
A metric is used to measure and evaluate the effectiveness of IT service management processes
(Correct)
Tools
Answer :A metric is used to measure and evaluate the effectiveness of IT service management
Topicsx
processes
Where can Admins check which release is running on an ServiceNow instance ?
Options are :
System upgraded table
Memory Stats module
Stats module
(Correct)
Transactions log
Answer :Stats module
What is a characteristic of importing data into ServiceNow ?
Options are :
Any user can manage and set up import sets
An existing Transform Map can be used one time on the same import set
Coalesce fields are used only after running Transform
An existing Transform Map can be used multiple times on the same import set
(Correct)
Answer :An existing Transform Map can be used multiple times on the same import set x
Which one of these applications is available to all users ?

Tools Topicsx
Options are :
Change
Facilities
Self-Service
(Correct)
Incident
Answer :Self-Service
Create Incident, Password Reset, and Report outage: what do these services in the Service
Catalog have in common ?
Options are :
They direct the user to a catalog property
They direct the user to a record producer

(Correct)
They direct the user to a catalog client script
They direct the user to a catalog UI policy
Answer :They direct the user to a record producer
What is the purpose of flagging an article in a knowledge base ?

x
Options are :
Allow a user to submit feedback about an article
(Correct)
Tools Topicsx
To view the knowledge Article
To mark an article to read later
Reporting an error
Answer :Allow a user to submit feedback about an article
What is generated from the Service Catalog once a user places an order for an item or
service ?
Options are :
A request
(Correct)
An Order Guide
A change request
An SLA
Answer :A request
Data Policy can enforce mandatory data on import ?
Options are :
True
(Correct)
False
Answer :True
x
Tools Topicsx
Which of the following is a contract between an IT service provider and third party ?
Options are :
Vendor Contract
Service Level Agreement
Operation Level Agreement
Underpinning Contract
(Correct)
Answer :Underpinning Contract
When working on a form, what is the difference between Insert and Update operations ?
Options are :
Insert saves changes and remains on the form, Update saves changes and exits the form
(Correct)
Insert saves changes and exits the form, Update saves changes and remains on the form
Insert creates a new record and Update saves changes, both exit the form
Insert creates a new record and Update saves changes, both remain on the form
Answer :Insert saves changes and remains on the form, Update saves changes and exits the form
Which table is used to store Q&A data for knowledge articles?
Options are :
kb_social
kb_qa
kb_social_qa
kb_social_qa_question
(Correct)
Answer :kb_social_qa_question
What is the purpose of the Duration field in the incident form?
Options are :
Time elapsed since the last update by agent on the incident.

x
Time elapsed before the incident was closed.
Time elapsed since the last update on the incident.

Tools Topicsx
Time elapsed before the incident was resolved.
(Correct)
Answer :Time elapsed before the incident was resolved.
Take Quiz :
Also Read : Servicenow Application Developer Exam New-Practice Test Set 7
Which of the following roles can delete a problem task? (Choose all that apply.)
Options are :
admin
(Correct)
itil
problem_admin
(Correct)
problem_task_analyst
problem_manager
Answer :admin
problem_admin
Inbound Actions can be configured to enable creating or updating problems.
Options are :
False
(Correct)
x
True
Answer :False
Tools Topicsx
Which module to use in order to modify the field mapping of the Known Error articles?
Options are :
Knowledge > Field Mapping
None of the listed answers

(Correct)
Knowledge > Administration > Field Mapping
Knowledge > Articles > Field Mapping
Answer :None of the listed answers
Take Quiz :
Also Read : ServiceNow - CSA - Mock Test
What is the module name that is used to access configuration base items?
Options are :
CMDB > Base Items
Configuration > Base Items

(Correct)
Base Items > Configuration
Configuration Items > Base Items

x
Answer :Configuration > Base Items
When the state is "On Hold" and the "On Hold Reason" is "Awaiting Caller", the incident
Tools
state to thex
will automatically change to "In Progress" once the caller user makes a changeTopics
incident.
Options are :
False
(Correct)
True
Answer :False
What is the purpose of the "Send to event creator" check box in the notification form?
Options are :
To sends a monthly report to the author of an event with all the times an event was triggered
during the month.
It allows certain users to subscribe to these notifications.
It allows an email to be sent to the user who triggered an event which caused a notification.
(Correct)
It sends a notification to the author of the event every time the event is triggered.
Answer :It allows an email to be sent to the user who triggered an event which caused a notification.
Take Quiz :
x
Tools
was set to No? Topicsx
Options are :
The auto-closure feature will be disabled for incidents created in the future but will remain enabled
for existing incidents.
The auto-closure feature will be disabled.
The auto-closure feature will run based on the resolution date.
The auto-closure feature will run based on the updated date.

(Correct)
Answer :The auto-closure feature will run based on the updated date.
What is the base table for CMDB?
Options are :
cmdb_ci
base_ci
ci
cmdb
(Correct)
Answer :cmdb
Which one of the following variable types in NOT supported in mobile?
Options are :
Lookup Select box
Multiple Choice
(Correct)
Date/Time
Reference
Answer :Multiple Choice
Take Quiz :
Also Read : ServiceNow HRSD Implementation Specialist Tests Set 1
x
Tools Topicsx
What is the purpose of the Knowledge check box in Incident form?
Options are :
If checked, it will create a draft knowledge article once the incident is resolved.
If checked, it means that this incident is of type Knowledge Article.
If checked, it will create a draft knowledge article once the incident is closed.
(Correct)
If checked, it will append the text in the Resolution note to the work notes.
Answer :If checked, it will create a draft knowledge article once the incident is closed.
The Requirements Workshop answers the questions "Where would we like to be, where do
we start, and how do we get there?"
Options are :
False
(Correct)
True
Answer :False
The "Assigned to me" button will validate if the current user is a member of the Assignment
Group.
Options are :
True
False
(Correct)
Answer :False
Take Quiz :
x

Tools Topicsx
Which of the following are valid channels to create incidents? (Choose three.)
Options are :
Support Chat
(Correct)
Social Media
Inbound Email
(Correct)
Service portal
(Correct)
SMS
Answer :Support Chat

Inbound Email
Service portal
Which module to use in order to configure creating requests via email?
Options are :
System Policy > Inbound Actions
Request Management > Inbound Action
System Policy > Email > Inbound Actions

(Correct)
Request Management > Email > Inbound Action
Answer :System Policy > Email > Inbound Actions
Which of the following is used to determine which users can see certain catalog items?
x
Options are :
Roles
Tools Topicsx
ACL
UI Policies
User Criteria
(Correct)
Answer :User Criteria
Take Quiz :
Also Read : ServiceNow Certified System Administrator CSA Practice Test Set 7
If you modify base instance process, it will be skipped during upgrades.
Options are :
False
True
(Correct)
Answer :True
What is the relationship between User table and Role table?
Options are :
One-to-one
x
One-to-many (one user can have many roles)
Many-to-many
(Correct)
ToolsOne-to-many (one role can be assigned to many users) Topicsx
Answer :Many-to-many
Which table is used to store all the searches performed against knowledge base articles?
Options are :
kb_use
ts_query_kb
(Correct)
kb_search_log
kb_queries
Answer :ts_query_kb
Take Quiz :
If a change is linked to an incident, the incident's state will automatically change to On Hold
once the change is updated.
Options are :
True
x
False
(Correct)
Answer :False
The Close Incident button doesn't appear for itil users.
Tools Topicsx
Options are :
True
(Correct)
False
Answer :True
Which of the following knowledge workflows are available OOTB? (Choose all that apply.)
Options are :
Knowledge Instant Publish

(Correct)
Knowledge - Advanced Approval
Knowledge - Approval
Knowledge - Approval Publish

(Correct)
Knowledge Instant Retire

(Correct)
Answer :Knowledge Instant Publish

Knowledge - Approval Publish
Knowledge Instant Retire
Take Quiz :
Also Read : ServiceNow Certified System Administrator Practice Exam 2019 Set 3
x
Which of the following roles can delete a CAB definition?
Options are :
Tools Topicsx
cab_manager
None of the listed answers

(Correct)
change_manager
itil_admin
Answer :None of the listed answers
Which one of the following workshops identifies the technical requirements for
implementation?
Options are :
Implementation workshop
Technical workshop
(Correct)
Process workshop
Roadmap workshop
Answer :Technical workshop
Which of the following capabilities can be done by benchmarks? (Choose all that apply.)
Options are :
Identify improvement opportunities

(Correct)
Measure KPI Performance

(Correct)
Comparison by industry
(Correct)
Auto-update process design according to selected peer
Comparison by number of users

(Correct)
Answer :Identify improvement opportunities

Measure KPI Performance
Comparison by industry
Comparison by number of users
Take Quiz :
Also Read : ServiceNow - Certified System Administrator CSA - Exam Questions and
Answers
x
Tools Topicsx
The purpose of Change Management in ServiceNow is to plan and manage releases and
make sure software deployments are done correctly.
Options are :
False
(Correct)
True
Answer :False
When does the requested item workflow initiate?
Options are :
Upon approval of the request

(Correct)
Upon submission of the request
Upon confirmation by the requester
There�s no workflow attached to requested items
Answer :Upon approval of the request
Which field is used to store the known error article number that is linked with a problem?
Options are :
Known Error Number
Primary Known Error article

(Correct)
Known Error article
Known Error article number x

Answer :Primary Known Error article
ToolsTake Quiz : Topicsx
Also Read : ServiceNow Certified System Administrator CSA Practice Test Set 15
Which script include should be modified in order to impose limits when moving a problem
task from one state to another?
Options are :
ProblemTaskUtils
ProblemTaskChangeState
ProblemTaskStateUtils
(Correct)
ProblemTaskState
Answer :ProblemTaskStateUtils
x
Tools Topicsx
Recommended Reading
☯ ServiceNow Certified System Administrator CSA Practice Test Set 12
☯ ServiceNow Certified CIS CSM Test Exams (New York Release) Set 1
☯ ServiceNow Certified System Administrator Practice Exam 2019 Set 11
☯ ServiceNow Customer Service Practice Tests Orlando Set 9
☯ Service Now Certified System Administrator Practice Exams Set 4
☯ Servicenow Application Developer Exam New-Practice Test Set 3
☯ ServiceNow Customer Service Practice Tests Orlando Set 4
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ServiceNow Certified System Administrator CSA Practice Test Set 9

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Tools Topics

1. ServiceNow Certified System Administrator CSA Practice

ServiceNow Certified System Administrator CSA

Notifications can be sent to individual users or to groups or to both.

Answer :Variable Set

Which application scope is used to identify applications created before application

Which module can be used to access system dictionary?

System Dictionary > Tables

System Definition > Tables

System Definition > Dictionary

System > Data Schema

Answer :System Definition > Dictionary

It can send more than one email in the same day

It can send email with the report attached based on conditions

It can send an email with more than one report attached

Which of the following modules can be used to view knowledge content?

Self-Service > Knowledge

Knowledge > Content

Service Desk > Knowledge Bases

Self-Service > Knowledge Bases

Service Desk > Articles

Answer :Self-Service > Knowledge

Which module can be used to create assignment lookup rules?

System Policy > Assignments Lookup Rules

System > Rules > Assignments Lookup Rules

System Policy > Rules > Assignments Lookup Rules

System > Assignments Lookup Rules

Answer :System Policy > Rules > Assignments Lookup Rules

When you need to simplify upgrades and deployment

When you need to reduce and simply scripting

When integrating with 3rd party systems

Which of the following statement describes the purpose of an Order Guide ?

The CMDB contains ITIL process data pertaining to configuration items

What are the three components of a filter condition ?

Which three Variable Types can be added to a Service Catalog Item ?

Number List, Single Line Text, and Reference

True/False, Multiple Choice, and Ordered

True/False, Checkbox, and Number List

Multiple Choice, Select Box, and Checkbox

Answer :Multiple Choice, Select Box, and Checkbox

Answer :UI Pages

Browser Tab Title

Form Header Size

System Date Format

Record Number Format

Answer :Banner Image

In what order should filter elements be specified ?

Operator, Condition, then Value

Field, Operator, then Value

Value, Operator, then Field

Field, Operator, then Condition

Answer :Field, Operator, then Value

A group is stored in which table ?

Retire Knowledge: Moves a knowledge article to the retired state.

Instant Retire: Immediately retires a published article without requiring an approval

Instant Publish: Immediately publishes a draft article without requiring an approval

System Security > Users and Group > Roles

System properties > Basic Configuration UI16

System Logs > Events

System Update Sets > Merge Update set

What are the two aspects to LDAP Integration ?

Answer :Data Population

know about Service Catalog variables ?

Service Catalog variables cannot affect the order price