ServiceNow - Certified System Administrator CSA - Exam

Which application menu is used in capturing and moving changes from one instance to other?

Options are :

  • Update Set (Correct)
  • Import Set
  • Change
  • None

Answer : Update Set

What does the banner frame contain? 

Options are :

  • Logo and global navigation control (Correct)
  • Task [task] and configuration item
  • Self-service items
  • It is one set of table fields

Answer : Logo and global navigation control

All workflows absolutely must have a beginning and an end.

Options are :

  • True (Correct)
  • False

Answer : True

What are possible import sources? (Select all that Apply)

Options are :

  • HTTP (Correct)
  • CSV (Correct)
  • EXCEL (Correct)
  • JDBC (Correct)
  • NETWORK
  • SFTP (Correct)

Answer : HTTP CSV EXCEL JDBC SFTP

Base table for storing SLA records (NOT SLA deinitions) is?

Options are :

  • task_sla (Correct)
  • contract_sla
  • sla
  • sla_definition

Answer : task_sla

Where can you find the response time indicator?

Options are :

  • Any form that has the know icon: Ess self-service; itil users can get it through self-service and service desk; admins and knowledge managers have additional ability with other modules
  • In the right hand corner of forms and lists (Correct)
  • It's the filter views (i.e., when you run a report); the more you add the longer it gets
  • What is being secured (row or table) and the rights to it

Answer : In the right hand corner of forms and lists

Which of the following are captured in update set: (Select all that Apply)

Options are :

  • Group Creation
  • Incident Creation
  • Field Creation (Correct)
  • Table Creation (Correct)

Answer : Field Creation Table Creation

How do you deactivate an application? 

Options are :

  • System diagnostics > upgrade history
  • System applications > applications > Open the app record and uncheck the active check box
  • The existing record will be updated with the new information
  • Click on the pencil icon next to the Application name in the Application Navigator and Uncheck Active (Correct)

Answer : Click on the pencil icon next to the Application name in the Application Navigator and Uncheck Active

Basic Knowledge publishing workflow stages are?

Options are :

  • Start > Process > End
  • Created > Reviewed >Deployed
  • Draft > Review > Published > Retire (Correct)
  • None

Answer : Draft > Review > Published > Retire

What tables can't be deleted? 

Options are :

  • Semaphores control the number of user transactions that can be run in parallel. It makes sure there aren't too many things running at once
  • Approvals, conditions, notifications, tasks, timers, utilities
  • To automate a sequence of activities
  • Base tables, e.g., task, cmdb_ci (Correct)

Answer : Base tables, e.g., task, cmdb_ci

Select Correct statements: (Select all that Apply)

Options are :

  • Metric is used to measure and evaluate the effectiveness of ITSM process (Correct)
  • Metric can gather data as the data is updated (Correct)
  • Metric measures data over time to show past history (Correct)
  • Metric definition provides a declarative way of defining metrics and once defined, the data for the metric is gathered and occurences of the metric are calculated and stored (Correct)

Answer : Metric is used to measure and evaluate the effectiveness of ITSM process Metric can gather data as the data is updated Metric measures data over time to show past history Metric definition provides a declarative way of defining metrics and once defined, the data for the metric is gathered and occurences of the metric are calculated and stored

What are
the ways to Create CMDB data? (Select all that Apply)

Options are :

  • Import Set (Correct)
  • Discovery (Correct)
  • Manual (Correct)
  • Help the Help Desk (Correct)

Answer : Import Set Discovery Manual Help the Help Desk

How to manage record numbering (like INC0000001)

Options are :

  • None
  • System Definition > Number maintenance (Correct)
  • Number field > Number
  • System Definition > Numbers

Answer : System Definition > Number maintenance

What is related to High Security Plugin in ServiceNow?

Options are :

  • Impersonation feature
  • security_admin role for elevated privilege (Correct)
  • ACL

Answer : security_admin role for elevated privilege

Most customizations of system behavior is done using UI policies.

Options are :

  • True
  • False (Correct)

Answer : False

Banner Color can be personalized from?

Options are :

  • Not Possible
  • Themes section (Correct)
  • Navigation Pane
  • Developer Section

Answer : Themes section

What do you have to do to edit a workflow?

Options are :

  • Assign roles to groups
  • You need to check it out, to prevent errors (Correct)
  • With a reference lookup Icon, think of the caller field, you can look the up
  • Create a new table or edit an existing table, create a new application or browse existing application, delete all records from a table

Answer : You need to check it out, to prevent errors

What is the search engine used while doing the global search in ServiceNow?

Options are :

  • Zing (Correct)
  • Zenn
  • Google Search
  • TRX

Answer : Zing

ServiceNow automatically provides numbers for which tables?

Options are :

  • Incident, Problem
  • Incident, Change, Knowledge
  • Incident, Problem, Request
  • All of the above (Correct)

Answer : All of the above

If we make the short description field on incident table as mandatory at the dictionary level?

Options are :

  • Nothing happens
  • Short description will be mandated on incident table only
  • Short description will be mandated on all the tables which are extending task table (Correct)

Answer : Short description will be mandated on all the tables which are extending task table

What is a Workflow?

Options are :

  • Can manage all form and list Changes
  • It's a virtual representation of activities consisting of connected steps planned out in a sequential manner
  • Its a static representation of activities of connected steps planned out in a chronological manner, which cannot be change or modified
  • None of the above (Correct)

Answer : None of the above

Agreement between departments to meet service level requirements is?

Options are :

  • None
  • SLA
  • OLA (Correct)
  • UC

Answer : OLA

What are the major workflow activities?

Options are :

  • Approvals, Conditions, Notifications
  • Approval conditions, Notification, Tasks
  • Approvals, Conditions, Notifications, Tasks, Timers, Utilities (Correct)
  • None of the above

Answer : Approvals, Conditions, Notifications, Tasks, Timers, Utilities

_ application menu has the details about the upgrades in the system.

Options are :

  • Upgrades
  • Documentation
  • Upgrade History (Correct)

Answer : Upgrade History

Who can access to schema maps, tables and column module?

Options are :

  • ITIL User
  • End User
  • Approver
  • Administrator (Correct)

Answer : Administrator

When you have subject filled on email notification as well as on the notification template, which one will appear on the sent email?

Options are :

  • Both the subjects are concatenated
  • Subject from Email Notification (Correct)
  • Subject from Template
  • Blank

Answer : Subject from Email Notification

What does the attachment functionality in a kb article do?

Options are :

  • It will take you to a blank incident form
  • Read only data that is not editable on this form
  • It provides a choice of adding documents as attachments (Correct)
  • Allow you to attach any other existing record in ServiceNow

Answer : It provides a choice of adding documents as attachments

What is the purpose of the import set table?

Options are :

  • Used to import users data only
  • It acts as a staging area for records imported (Correct)
  • A new application in servicenow

Answer : It acts as a staging area for records imported

What purpose the record producer be used for?

Options are :

  • Workflow based things request emergency change, wizards, etc (Correct)
  • Virtual representation of activities consisting of connected steps planned out in a sequential manner
  • Valuing, depreciating, determining, cost allocation strategy
  • Memory, response time & available semaphores

Answer : Workflow based things request emergency change, wizards, etc

How are users and groups related?

Options are :

  • Many to Many (Correct)
  • One to one
  • One to Many
  • All to All

Answer : Many to Many

Who does a condition builder format looks like?

Options are :

  • None
  • Field > Operator > Value (Correct)
  • Field > Condition > Operator
  • Field > Operator > Name

Answer : Field > Operator > Value

What are the ways you can bring users into your ServiceNow instance?

Options are :

  • SSO
  • LDAP
  • Manual Import
  • All the above (Correct)

Answer : All the above

How do you change the sort sequence of fields or tasks?

Options are :

  • Modify the order field (Correct)
  • Arrange in Alphabetical Order
  • Modify Field Types
  • Variable Set

Answer : Modify the order field

How are referenced fields identified in ServiceNow? 

Options are :

  • From Base Class
  • From Blue Book
  • From Reference lookup Icon (Correct)
  • None of the above

Answer : From Reference lookup Icon

Which of
the following belongs to Service Catalog? (Select all that Apply)

Options are :

  • Catalog Items (Correct)
  • Record Producers (Correct)
  • Variables (Correct)
  • Change tasks

Answer : Catalog Items Record Producers Variables

What is a schema map?

Options are :

  • It's JavaScript configured to run when a record is displayed, inserted, updated, deleted, or when a table is queried
  • It's a gear icon located in top left hand side every list. It allows you to add columns (via slush bucket) to the current list you are on
  • Graphical representation that shows the referenced, referencing, extended, and extending tables (Correct)
  • None of the above

Answer : Graphical representation that shows the referenced, referencing, extended, and extending tables

To access knowledge articles without login, the knowledge article must be?

Options are :

  • Set to public (Correct)
  • Set to review
  • Set to Private
  • Set to retire

Answer : Set to public

What can you do with a service catalog item once it's built?

Options are :

  • Publish it in the service catalog (Correct)
  • Group in an order guide
  • Show users questions and choices
  • All of the above

Answer : Publish it in the service catalog

Which of the following is not a field?

Options are :

  • Duration
  • Split (Correct)
  • Script
  • Suggestion

Answer : Split

What do requesters see when they go to the service catalog?

Options are :

  • Homepage
  • Record
  • Self-service items (Correct)
  • News

Answer : Self-service items

User passwords are also brought to the ServiceNow sytem with LDAP connection.

Options are :

  • True
  • False (Correct)

Answer : False

Where would you go to see if an admin impersonated another user?

Options are :

  • Tables
  • Base Class
  • System Log (Correct)
  • User Administration

Answer : System Log

Regarding update sets, Customer updates/payload is stored in _ table?

Options are :

  • update_set
  • sys_update_xml (Correct)
  • sys_customer_update

Answer : sys_update_xml

_ can be used to join two tables.

Options are :

  • Link Tables
  • Database Views (Correct)
  • Views

Answer : Database Views

What is a Service Now event? 

Options are :

  • Business rules, client scripts, fields, forms and form sections, reports, tables, views and workflows
  • Create a new table and fill out he extend table field
  • It is an indication to the ServiceNow processes that something notable has occurred, e.g., approving a request, workflow, etc. (Correct)
  • Semaphores, which control the number of user transactions that can be run in parallel. It makes sure there aren't too many things running at once.

Answer : It is an indication to the ServiceNow processes that something notable has occurred, e.g., approving a request, workflow, etc.

onCellEdit client script is executed when?

Options are :

  • Any field is modified
  • A particular field is modified on Form
  • A particular field is modified on List (Correct)

Answer : A particular field is modified on List

How do you get to the categories on an incident and other table?

Options are :

  • Go to system definition > choice list (Correct)
  • In the task SLA form
  • Base Class
  • Go to social it > feed administration > messages

Answer : Go to system definition > choice list

At which location are the records saved?

Options are :

  • Form
  • List
  • Table (Correct)
  • All the Above

Answer : Table

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