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ServiceNow CSA study materials
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ServiceNow CSA practice questions

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Question 1Platform Overview and Navigation

In the classic ServiceNow interface, where do you type a module name to open that module?

  1. Breadcrumb bar
  2. System log
  3. Filter navigator Correct answer.
  4. List view header

Explanation

The Filter navigator sits at the top of the application navigator; typing text there narrows the displayed modules, and pressing Enter opens the first match. It navigates to modules rather than querying table records.

Question 2Platform Overview and Navigation

Which interface element shows the path of application menus and modules that leads to the page currently displayed?

  1. The breadcrumb trail Correct answer.
  2. The user menu
  3. The activity stream
  4. The condition builder

Explanation

The breadcrumb trail appears above the content area and lists the menu and module path to the current page, with each entry clickable so you can move back up the hierarchy.

Question 3Platform Overview and Navigation

Which action adds a record or module to your personal Favorites list?

  1. Subscribing to a report
  2. Clicking the star icon Correct answer.
  3. Adding a tag
  4. Selecting Follow

Explanation

The star icon toggles a favorite for the current record or module, and favorites are listed in the Favorites section of the navigator for quick return visits. Favorites are stored per user.

Question 4Platform Overview and Navigation

Which field uniquely identifies every record in a ServiceNow table at the database level?

  1. Name
  2. Number
  3. Sys ID Correct answer.
  4. Display value

Explanation

Every record carries a system-generated sys_id, a 32-character globally unique identifier that remains constant for the life of the record. Other fields such as Number or Name are display values configured per table and are not the database key.

Question 5Platform Overview and Navigation

Which user-menu option allows an administrator to see the platform exactly as another user sees it, without knowing that user's password?

  1. Elevate roles
  2. Change password
  3. Impersonate user Correct answer.
  4. Switch role

Explanation

Impersonation temporarily replaces the session identity with the selected user so the administrator sees the same menus, records, and access that user would see. It requires the impersonator role, and the session can be ended from the same menu.

Question 6Platform Overview and Navigation

In a list view, what does the breadcrumb display when a filter is applied?

  1. The columns currently displayed in the list
  2. The record numbers of rows selected in the list
  3. The navigation path of modules opened this session
  4. The conditions currently applied to the list Correct answer.

Explanation

The breadcrumb renders the filter conditions one by one, and each condition can be removed individually, which makes it a quick way to loosen a query. The funnel icon switches between the breadcrumb and the full condition builder for the same filter.

Question 7Platform Overview and Navigation

A list filter on Incident must compare a value stored on the caller's user record. Which technique lets a condition reference a field on the related record?

  1. Adding a on-load UI policy
  2. Dot-walking the reference field Correct answer.
  3. Using a related list
  4. Creating a database view

Explanation

Dot-walking follows a reference field to a field on the referenced table, so a condition such as Caller.Email or Assigned to.Department can be evaluated in the Incident query. The related table is joined automatically by the platform.

Question 8Platform Overview and Navigation

An agent personalizes the columns shown on the Incident list. Who else is affected by this change?

  1. Members of the agent's assignment group
  2. Only the agent who made the change Correct answer.
  3. Every user in the instance
  4. All users holding the itil role

Explanation

List personalization is a per-user preference saved against that user's account, so each user can maintain a different set of columns for the same table. Administrators change defaults for everyone through the list configuration instead.

Question 9Platform Overview and Navigation

When list editing is enabled, how does a user change a single field value directly in the list?

  1. Right-click the row and choose Edit
  2. Double-click the cell Correct answer.
  3. Open the form and use Form Designer
  4. Press Ctrl+E with the row selected

Explanation

With list editing enabled, double-clicking a cell turns it into an editable input for that field, and the change is saved when the cell loses focus. Editing many cells this way avoids opening each record's form.

Question 10Platform Overview and Navigation

What is a module in the ServiceNow application navigator?

  1. A scheduled job that runs at a set interval
  2. A database table that stores application data
  3. A link that opens a page such as a filtered list Correct answer.
  4. A bundle of roles assigned to a group

Explanation

A module is a navigator entry defined by a record in the module table; it points to a destination such as a list, a form, or a UI page, often with a predefined filter. Modules are grouped under application menus.

Question 11Platform Overview and Navigation

On a form, what happens when a user clicks the underlined link of a reference field such as Assigned to?

  1. The value is cleared and must be re-entered
  2. A list of all users opens in a new tab
  3. The referenced record opens Correct answer.
  4. The field becomes editable for that row

Explanation

Reference fields store a sys_id and display the referenced record's display value as a link; clicking that link opens the referenced record. The small reference icon beside the field instead opens a lookup list for choosing a different value.

Question 12Platform Overview and Navigation

Which set of items is available from the user menu opened by the profile avatar?

  1. The list of tables in the instance
  2. The system properties for the UI
  3. Preferences and Logout Correct answer.
  4. The application menu for the current scope

Explanation

The user menu groups account-level actions, including Profile, Preferences, Impersonate user when permitted, Elevate roles when permitted, and Logout. Administrative tools such as tables and properties are reached through the application navigator instead.

Question 13Platform Overview and Navigation

An administrator needs to modify an access control list, but the ACL editor is read-only. What should the administrator do?

  1. Elevate to the security_admin role Correct answer.
  2. Impersonate a user with the itil role
  3. Assign the snc_platform_rest_api_access role
  4. Set the glide.security property to true

Explanation

Editing ACLs requires the security_admin role to be temporarily activated through Elevate roles, even for a user who already holds it. Elevation grants no new permanent roles; it only activates the security_admin role for the session.

Question 14Platform Overview and Navigation

Where does the platform persist a user's personal list column selections?

  1. In the sys_user_preference table Correct answer.
  2. In the glide.ui.per_page system property
  3. In the sys_user record's photo field
  4. In the sys_db_object dictionary entry

Explanation

Per-user interface settings, including column layouts, filters, and other personalizations, are stored as user preference records in sys_user_preference, keyed to the user and the page or table they apply to.

Question 15Platform Overview and Navigation

An administrator impersonates an agent and opens an incident that the agent is not allowed to read. What is the result?

  1. The record opens only after the admin approves a prompt
  2. The admin sees the record because admin bypasses all checks
  3. Access is denied because ACLs apply to the impersonated user Correct answer.
  4. The record opens in read-only mode with sensitive fields hidden

Explanation

While impersonating, the session is evaluated against the impersonated user's roles and access control rules, which is precisely why impersonation is used to reproduce what a user actually sees. The administrator's own privileges are not applied to the impersonated session.

Question 16Platform Overview and Navigation

Which statement describes the Global Search box at the top of the interface?

  1. It runs a report over all tables and emails the result
  2. It searches records across tables the user can access Correct answer.
  3. It lists modules whose names match the search text
  4. It searches only the table that is currently open

Explanation

Global Search queries record data across multiple tables and returns results grouped by table, limited to records the signed-in user is permitted to see. Finding modules by name is the job of the Filter navigator, not Global Search.

Question 17Instance Configuration

Which record stores the logo image used for instance branding in ServiceNow?

  1. The System Properties [sys_properties] table
  2. The Company record designated as My Company Correct answer.
  3. The theme settings for the instance
  4. The current user's User record

Explanation

Instance branding uses the Company [core_company] record flagged as My Company; its name and logo image are what appear in the banner area. System properties control behavior settings rather than the stored branding image.

Question 18Instance Configuration

A system property in ServiceNow is best described as which of the following?

  1. A table that stores translated strings
  2. A field-level rule that enforces data consistency
  3. A record that maps users to roles
  4. A name-value pair stored in the System Properties table that controls platform behavior Correct answer.

Explanation

System properties are name-value pairs stored in sys_properties, and many are prefixed with glide. They govern instance-wide behavior and UI settings.

Question 19Instance Configuration

An administrator needs a field to appear on the Incident form for every user. Which action accomplishes this?

  1. Configure > List Layout on the list context menu
  2. Configure > Form Layout on the form context menu Correct answer.
  3. System Properties > Form Design
  4. Personalize > Form on the form context menu

Explanation

Form Layout defines the fields and sections shown on a form for all users. Personalization only changes the individual user's view of that form.

Question 20Instance Configuration

Which tool sets the columns that appear in a list for all users?

  1. Personalize List
  2. Form Layout
  3. Dictionary Entry
  4. Configure > List Layout Correct answer.

Explanation

List Layout controls the columns displayed in a list for everyone. Personalize List only changes the current user's view of that list.

Question 21Instance Configuration

Modules that appear in the application navigator are stored in which table and maintained from which module?

  1. sys_app_menu, maintained via Application Navigator
  2. sys_ui_list, maintained via List Layout
  3. sys_app_module, maintained via Application Menus Correct answer.
  4. sys_choice, maintained via Choices

Explanation

Each navigator module is a record in sys_app_module, and menus are records in sys_app_menu. Both are maintained from the Application Menus module.

Question 22Instance Configuration

Where are the choice values for a field stored?

  1. Choice [sys_choice] table Correct answer.
  2. System Properties [sys_properties] table
  3. Dictionary [sys_dictionary] table
  4. Label [sys_ui_label] table

Explanation

Choice list options are records in sys_choice keyed by table and field name. The dictionary defines the field type but does not hold the individual choice values.

Question 23Instance Configuration

A user personalizes the Incident form by moving fields around. What is the effect of this action?

  1. The dictionary record is updated to reorder fields
  2. The change is captured in the current update set and promoted
  3. The form layout changes for all users with the itil role
  4. Only that user's view of the form changes Correct answer.

Explanation

Personalization creates user-specific view records that affect only that user. To change the form for everyone, an administrator must use Configure > Form Layout.

Question 24Instance Configuration

Which of the following is a valid system property type in ServiceNow?

  1. Attachment
  2. Glide list
  3. Reference
  4. True/false Correct answer.

Explanation

System property types include string, integer, true/false, choice, color, date/time, and password. Reference, attachment, and glide list are dictionary field types, not property types.

Question 25Instance Configuration

An administrator changes the label of the Short description field through the dictionary. What is the scope of this change?

  1. Only list views, not forms
  2. Only the current user's forms
  3. Every form and list that displays the field, for all users Correct answer.
  4. Only the Incident table's default form

Explanation

The dictionary defines the field at the platform level, so a label change applies everywhere that field is displayed and for all users. Personalization would be required for user-specific changes.

Question 26Instance Configuration

Which table stores translated strings for field labels and choice values?

  1. Dictionary [sys_dictionary]
  2. Translated Text [sys_translated_text] Correct answer.
  3. Choice [sys_choice]
  4. Language [sys_language]

Explanation

Translations for field labels and choice values are stored in sys_translated_text, keyed by table and element. sys_language defines which languages are available on the instance.

Question 27Instance Configuration

Which type of change is captured in an update set?

  1. User personalizations such as list column choices
  2. Log entries and audit records
  3. Configuration records such as a new business rule Correct answer.
  4. Data records such as newly created incidents

Explanation

Update sets capture customer updates to configuration records, including application files and metadata, within the current scope. Transactional data such as incident records is not captured.

Question 28Instance Configuration

Where does an administrator activate a plugin on an instance?

  1. System Properties > Plugins
  2. System Applications > All Available Applications > All Correct answer.
  3. User Administration > Roles
  4. Update Sets > Plugins

Explanation

Plugins are activated from the list of all available applications (or the legacy Plugins module). Activation may require a license and typically must be committed.

Question 29Instance Configuration

Domain separation in ServiceNow provides which capability?

  1. Creates a physically separate database for each business unit
  2. Replicates records between instances in real time
  3. Encrypts all records at rest on a per-domain basis
  4. Logically separates data and processes within a single instance Correct answer.

Explanation

Domain separation lets one instance host multiple tenants by tagging records with a domain. Users assigned to a domain see only the data belonging to that domain.

Question 30Instance Configuration

A scheduled job that runs nightly is configured from which module?

  1. Scheduled Jobs > Email Notifications
  2. System Scheduler > Scheduled Jobs Correct answer.
  3. Automation > Job Scheduler
  4. System Logs > Scheduled Jobs

Explanation

Scheduled jobs are records in the Scheduled Jobs table, created and maintained from System Scheduler > Scheduled Jobs. Each record runs a defined script on a schedule.

Question 31Instance Configuration

Which statement about application scope is correct?

  1. Scoped applications cannot use any platform APIs
  2. A scoped application can access global objects, but global code cannot access the scoped application's objects by default Correct answer.
  3. A global application can directly call scoped scripts by default
  4. Scope only determines the color of the application menu

Explanation

Scope isolates customizations from one another and from global. Scoped applications may consume global APIs, while global code cannot see scoped artifacts unless they are explicitly exposed.

Question 32Instance Configuration

An administrator needs to add a related list to a form for all users. Which configuration path is used?

  1. Form Layout > Related Lists tab
  2. Personalize > Related Lists
  3. Configure > Related Lists Correct answer.
  4. List Layout > Related Lists

Explanation

Configure > Related Lists on the form context menu controls which related lists appear for everyone. Personalization of related lists affects only the current user.

Question 33Instance Configuration

A table extends another table. Where must a field be defined so that it appears on both the parent and the child?

  1. On the child table only
  2. In the Choice [sys_choice] table
  3. On the parent table; the child inherits it Correct answer.
  4. On both tables as separate dictionary entries

Explanation

When a table extends another, the child inherits the parent's fields. Defining the shared field on the parent makes it available on both tables without duplication.

Question 34Instance Configuration

Which field attribute makes a choice field's available options depend on the value of another field?

  1. Dynamic default
  2. Reference qualifier
  3. Dependent field Correct answer.
  4. Mandatory

Explanation

The Dependent field attribute links a choice field to a controlling field so that only choices matching the controlling value are shown. Reference qualifier filters reference fields rather than choice lists.

Question 35Instance Configuration

An administrator wants a field to be read-only on all forms without creating a UI policy. Which dictionary attribute can enforce this?

  1. Active
  2. Mandatory
  3. Display
  4. Read only Correct answer.

Explanation

The dictionary Read only attribute makes a field non-editable wherever it appears, independent of any UI policy. Mandatory only requires a value, and Active controls whether the field exists.

Question 36Instance Configuration

When an update set is previewed, which problem is reported to the administrator?

  1. Data records that will be inserted by the update
  2. Users who lack the roles required by the update
  3. The size of the update set XML in kilobytes
  4. Collisions and missing dependencies for records in the set Correct answer.

Explanation

Previewing an update set retrieves its records and reports collisions, where a record changed after capture, as well as missing dependencies. It does not move data records or evaluate user roles.

Question 37Managing Users, Groups, and Roles

Which table stores user records in a ServiceNow instance?

  1. sys_user_group
  2. sys_user Correct answer.
  3. sys_role
  4. sys_user_grmember

Explanation

User records are stored in the sys_user table, which holds every login account on the instance. Groups, roles and group memberships are kept in their own separate tables.

Question 38Managing Users, Groups, and Roles

Which table holds the records that define user groups?

  1. sys_user_has_role
  2. sys_user
  3. sys_user_group Correct answer.
  4. sys_role

Explanation

Groups are defined in sys_user_group, one record per group. Membership and the roles granted to a group are stored in separate relationship tables that reference the group record.

Question 39Managing Users, Groups, and Roles

Which field on a user record must be unique across the instance?

  1. Last name
  2. Email address
  3. Title
  4. User ID Correct answer.

Explanation

The User ID (user_name) field is enforced as unique because it is the identifier used at login. Email address is not enforced as unique by default, so duplicate values can exist.

Question 40Managing Users, Groups, and Roles

Which role grants a user unrestricted access to all platform features and data?

  1. admin Correct answer.
  2. user_admin
  3. itil
  4. security_admin

Explanation

The admin role is the platform superuser role and by default overrides ACL checks. Other roles grant narrower, application-specific capabilities.

Question 41Managing Users, Groups, and Roles

How many groups can a single user record be a member of?

  1. Only groups whose manager matches the user's manager
  2. Exactly one
  3. Any number of groups at the same time Correct answer.
  4. At most three

Explanation

Group membership is many-to-many: the sys_user_grmember table links one user to any number of groups, and each group can contain many users. Membership does not depend on the manager field.

Question 42Managing Users, Groups, and Roles

An employee leaves the company. Which action best prevents login while keeping historical records intact?

  1. Delete the user record
  2. Remove the user from all groups but leave the record active
  3. Clear the Active checkbox Correct answer.
  4. Rename the User ID

Explanation

Setting Active to false blocks authentication while preserving the record, so audit history, assignments and approvals still point to a valid user. Deleting the record removes the account and can orphan related data.

Question 43Managing Users, Groups, and Roles

A group has the itil role assigned. A user with no direct role assignments is added to that group. What access does the user gain?

  1. The user gains nothing until an administrator assigns itil directly
  2. The user inherits the group's roles, including itil Correct answer.
  3. The user receives a copy of itil stored as a direct assignment
  4. The user gains itil only after an administrator runs a role sync

Explanation

Roles assigned to a group are inherited by every member through the group relationship, with no direct assignment created. Access is evaluated dynamically, so no manual synchronization step is required.

Question 44Managing Users, Groups, and Roles

Role A contains Role B, and a user is assigned Role A directly. What access does the user have?

  1. Only Role B
  2. Only Role A, because containment is documentation only
  3. Both Role A and Role B, because contained roles are granted with the parent Correct answer.
  4. Neither role until both are assigned directly

Explanation

Role containment is enforced through the sys_role_contains table, and assigning a role also grants every role it contains. Bundling roles this way is a common way to grant a package of access.

Question 45Managing Users, Groups, and Roles

Which table stores the membership link between users and groups?

  1. sys_group_has_role
  2. sys_user_grmember Correct answer.
  3. sys_user_group
  4. sys_user_has_role

Explanation

sys_user_grmember is the many-to-many table holding one record per user-group pair. Role assignments and group definitions are stored in other tables.

Question 46Managing Users, Groups, and Roles

Where is a role that was assigned directly to a user recorded?

  1. sys_user_has_role Correct answer.
  2. sys_group_has_role
  3. sys_user_grmember
  4. sys_role_contains

Explanation

sys_user_has_role holds role-to-user records, covering both direct assignment and inheritance from groups. The inherited field distinguishes the two cases.

Question 47Managing Users, Groups, and Roles

Which role is typically required to create and modify user records through user administration?

  1. itil
  2. user_admin Correct answer.
  3. catalog_admin
  4. approval_admin

Explanation

The user_admin role grants delegated administration of user records without full platform administration. The admin role also includes this capability.

Question 48Managing Users, Groups, and Roles

An administrator wants a user to choose a new password at the next login. Which action accomplishes this?

  1. Set the user record to inactive
  2. Clear all of the user's roles
  3. Delete and recreate the user record
  4. Select the Password needs reset checkbox on the user record Correct answer.

Explanation

The Password needs reset flag forces a password change at the next interactive login. It does not by itself alter or expire the stored password.

Question 49Managing Users, Groups, and Roles

A user record shows Locked out selected after repeated failed logins. What restores the user's ability to authenticate?

  1. Clear the Locked out checkbox Correct answer.
  2. Assign the admin role
  3. Re-create the user record
  4. Change the User ID

Explanation

The Locked out flag is set by the failed-login lockout mechanism, and clearing it lets the user attempt authentication again. A password reset may still be needed if the user has forgotten the password.

Question 50Managing Users, Groups, and Roles

A support agent needs to see the platform exactly as a specific end user sees it. Which capability is used?

  1. Reset the user's password
  2. Create a copy of the user record
  3. Assign the itil role to the agent
  4. Impersonate the user from the user record Correct answer.

Explanation

Impersonation temporarily runs the session as the selected user, so the agent sees the same menus and record access. It requires sufficient privilege and the activity is logged for auditing.