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Quizzes > Quizzes for Business > Technology

Master the ServiceNow CSA Practice Test

Sharpen Your IT Service Management Skills Now

Difficulty: Moderate
Questions: 20
Learning OutcomesStudy Material
Colorful paper art displaying questions for ServiceNow CSA Practice Test quiz.

This ServiceNow CSA Practice Test helps you check exam readiness and review core ITSM concepts with 15 realistic multiple-choice questions before the exam. Work at your pace, spot weak areas, then try the CAD quiz or a broader exam practice set .

What is the primary purpose of the ServiceNow platform?
Host multimedia content
Manage IT service workflows
Streamline financial reporting
Develop mobile applications
ServiceNow is designed to manage and automate IT service workflows, providing tools for incident, problem, and change management. It is not primarily a financial, media hosting, or mobile development platform.
Which ServiceNow module is used to log and manage user issues?
Asset Management
Problem Management
Incident Management
Change Management
Incident Management is the module where user-reported issues are logged and tracked until resolution. Problem Management focuses on root cause analysis, while Change and Asset Management address different ITSM areas.
In ServiceNow, where would you adjust which fields appear on a form?
Business Rules
Form Designer
Workflow Editor
Data Policies
The Form Designer allows administrators to configure which fields are visible, mandatory, or read-only on a form layout. Business Rules and Data Policies enforce logic but do not control form layout directly.
Which table stores user account records in ServiceNow?
sys_user_group
sys_user_profile
sys_user_role
sys_user
The sys_user table is the core table that holds individual user account records in ServiceNow. Other tables like sys_user_group and sys_user_role are related but store group and role information.
Which interface element lists all applications and modules a user can access?
Application Navigator
Service Portal
Dashboard
Data Dictionary
The Application Navigator is the left-hand menu in the ServiceNow UI that displays applications and modules available to the user. Service Portal and Dashboard serve different user interface functions, while Data Dictionary shows table definitions.
What is the purpose of an update set in ServiceNow?
To schedule report generation
To automate incident assignment
To record and transfer configuration changes between instances
To define user permissions
Update Sets capture configuration changes such as scripts, forms, and workflows so that they can be moved from one instance to another. They do not handle incident routing, permissions, or report schedules directly.
Which configuration enforces a field to be mandatory based on form values without writing code?
Data Policy
UI Policy
Client Script
Business Rule
UI Policies allow administrators to make fields mandatory, visible, or read-only based on conditions without custom scripting. Data Policies can enforce rules server-side but require setup at the table level, while Business Rules and Client Scripts involve code.
Which table serves as the parent for all Configuration Item (CI) classes in the CMDB?
cmdb_rel_ci
cmdb_model
cmdb_ci
cmdb
The cmdb_ci table is the base class for all CI classes in the CMDB, defining common attributes for configuration items. Other tables extend from this to represent specific CI types.
How do you establish a one-to-many relationship between two tables in ServiceNow?
Defining a UI Action
Creating a Business Rule
Building a Transform Map
Using a Reference field on the child table
A Reference field on the child table lets each record refer to a single record in the parent table, creating a one-to-many relationship. Business Rules and UI Actions do not define table relationships, and Transform Maps handle data import.
Which workflow activity is used to run server-side scripts within a workflow?
Script
Timer
Approval
Notification
The Script activity in the Workflow Editor lets you write and execute server-side JavaScript as part of a workflow. Notifications and Approvals serve other specific functions, and Timer manages delays.
Which record type should you use in ServiceNow to perform root cause analysis for recurring incidents?
Change Request
Incident
Problem
Service Request
Problem records are used to investigate and document the root cause of recurring incidents. Incident records handle individual issues, while Change Requests and Service Requests manage different processes.
Which ServiceNow feature provides a no-code interface for designing process automations and integrations?
Flow Designer
Data Policy Designer
Service Portal
Workflow Editor
Flow Designer offers a drag-and-drop, no-code environment for building automations and integrations. The Workflow Editor is script-based, Service Portal handles UI, and Data Policy Designer enforces data rules.
Which component controls read, write, or delete access to records at the table and field level in ServiceNow?
Access Control List (ACL)
Scheduled Job
Data Lookup
UI Policy
Access Control Lists (ACLs) define permissions for who can view, create, update, or delete records at both the table and field levels. UI Policies, Scheduled Jobs, and Data Lookup serve different purposes.
Which server-side script type executes when a record is inserted, updated, or deleted in ServiceNow?
UI Action
UI Policy
Business Rule
Client Script
Business Rules run server-side automatically in response to database operations like insert, update, or delete. Client Scripts, UI Actions, and UI Policies run on the client or control UI elements.
In ServiceNow scripting, which API is commonly used to retrieve, insert, update, and delete records?
GlideForm
GlideUser
GlideMail
GlideRecord
The GlideRecord API is used in server-side scripts to query and manipulate database records. GlideForm handles form interactions, GlideUser retrieves user context, and GlideMail sends emails.
To create a custom CI class that inherits properties from the base cmdb_ci table, what must you do when creating the table?
Define a UI Policy on cmdb_ci
Set Extends Table to cmdb_ci
Create a Data Source for cmdb_ci
Add a Reference field to cmdb_ci
When you create a new table and set its Extends Table to cmdb_ci, it inherits all properties of the base CI class. UI Policies, Data Sources, and Reference fields do not provide class inheritance.
When troubleshooting a workflow execution, which table stores each workflow's runtime context and state information?
wf_workflow
wf_history
wf_engine
wf_context
The wf_context table stores individual instances of workflow executions along with their states and history. wf_workflow holds definitions, while wf_history logs past actions without context linkage.
In incident and problem management integration, how can multiple incidents be associated with a single problem record?
Populate the Problem field on each incident
Attach incidents to the problem as attachments
Link incidents via update sets
Use the Parent field on the problem
Each incident record has a Problem reference field that links it to a problem record, allowing multiple incidents to be tied to one problem. Update sets and attachments are not designed for this relationship.
What practice should developers follow to prevent their customizations from affecting scoped applications outside their intended scope?
Apply application scoping and separate update sets
Develop all changes in the base system
Disable scopes before testing
Use the global scope for all customizations
Using application scoping and managing changes in separate update sets ensures customizations remain contained within their target scope. Developing in the base system or global scope risks unintended cross-application impact.
Which method allows you to defer long-running processing and run scripts asynchronously outside the user transaction?
UI Policy
Asynchronous Business Rule
Synchronous Business Rule
Data Policy
Asynchronous Business Rules run after the database transaction completes and can defer processing to avoid impacting user transactions. Synchronous Business Rules, UI Policies, and Data Policies run during the transaction.
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Learning Outcomes

  1. Identify key ServiceNow CSA principles and modules
  2. Apply best practices for IT Service Management configurations
  3. Analyse workflow processes within the ServiceNow platform
  4. Evaluate incident and problem management scenarios
  5. Demonstrate proficiency in user interface and navigation tasks
  6. Master core configuration tasks and data modeling techniques

Cheat Sheet

  1. Understand the ServiceNow Platform Overview and Navigation - Dive headfirst into ServiceNow's universe by exploring its core services, modules, and user interface layout. Getting comfortable with menus and search bars will turbocharge your efficiency and confidence.
  2. Master Instance Configuration and User Administration - Become the architect of your ServiceNow instance by installing apps, enabling plugins, and customizing settings to suit your team's needs. Learn to provision and manage users, groups, and roles so everyone has just the right level of access.
  3. Configure Applications for Collaboration - Unlock powerful teamwork tools by mastering list views, filters, tags, and form layouts. Advanced form configuration and task management features will keep your projects on track and your team in sync.
  4. Explore Self-Service and Automation Features - Delight users by building intuitive Service Catalog items, setting up Knowledge Base articles, and crafting Virtual Agent conversations. Automate repetitive tasks with Flow Designer to free up time for innovation.
  5. Grasp Database Management Concepts - Keep your data rock-solid by understanding tables, fields, and relationships within the CMDB and CSDM frameworks. Learn how access controls and import sets safeguard and streamline your data flows.
  6. Learn Data Migration and Integration Techniques - Discover how UI policies, business rules, update sets, and scripts power smooth data migrations and system integrations. Mastering these techniques ensures consistency and reliability across platforms.
  7. Study Incident and Problem Management Processes - Tackle real-world scenarios by walking through incident lifecycles, prioritization methods, and root-cause analysis strategies. Effective management minimizes downtime and keeps users smiling.
  8. Enhance User Interface and Navigation Skills - Customize dashboards, personalize your homepage, and wield navigation controls like a champ. These tweaks deliver a smoother, more intuitive experience for you and your end users.
  9. Master Core Configuration Tasks and Data Modeling - Build a rock-solid data model by creating tables, fields, and relationships that mirror your organization's workflows. Solid configuration underpins every ServiceNow application you'll ever use.
  10. Prepare with Practice Exams and Study Materials - Test your knowledge and pinpoint weak spots with timed quizzes and mock exams. Regular practice builds confidence and ensures you breeze through the real test.
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