Pass Certified System Administrator CSA exam [Jun 25, 2026] Updated 518 Questions
ServiceNow CSA Actual Questions and 100% Cover Real Exam Questions
NEW QUESTION # 168
Here is an example of the criteria set for a knowledge base:
* Companies: ACME North America
* Department: HR
* Groups: ACME Manager
* Match All: Yes
In this example, what users would have access to this knowledge base?
- A. Members of the ACME manager group, who are also members of HR Department and part of the ACME North America
- B. Users which are members of either ACME North America, or HR Department, or ACME Manager Group
- C. Member of the ACME Manager group, and HR department, regardless of geography
- D. Employees of ACME North America, who are members of HR Department or the ACME Manager group
Answer: A
Explanation:
In ServiceNow Knowledge Management, User Criteria is used to control access to knowledge bases (KBs) and articles based on user attributes such as company, department, group, and roles.
Understanding the Given Criteria:
Criteria
Value
Companies
ACME North America
Department
HR
Groups
ACME Manager
Match All
Yes
The Match All: Yes setting means that only users who meet ALL the specified criteria will have access.
Who Gets Access?
✅ Users must be:
A member of the ACME Manager group
Part of the HR department
An employee of ACME North America
Why Other Options Are Incorrect?
B . Employees of ACME North America, who are members of HR Department or the ACME Manager group → ❌ Incorrect The "OR" condition is incorrect because Match All: Yes requires users to meet ALL conditions.
C . Users which are members of either ACME North America, or HR Department, or ACME Manager Group → ❌ Incorrect Again, Match All: Yes means users must meet all criteria, not just one.
D . Member of the ACME Manager group, and HR department, regardless of geography → ❌ Incorrect Company (ACME North America) is part of the criteria, so it cannot be ignored.
Official ServiceNow Documentation Reference:
User Criteria for Knowledge Bases
Managing Knowledge Base Access
NEW QUESTION # 169
In Flow Designer, where is the data from an action stored so it can be used in subsequent actions in the flow?
- A. Field Value
- B. Data Pill
- C. Data Trigger
- D. Field Icon
- E. Data Element
Answer: B
Explanation:
In Flow Designer, when an action is executed, its output (data) is stored as a Data Pill. These Data Pills can be used in subsequent actions within the same flow.
What is a Data Pill?
Data Pills represent pieces of data produced by previous steps in the flow.
They are visually represented as draggable tokens in Flow Designer.
Users can drag and drop Data Pills into fields of subsequent actions to dynamically use the stored data.
Example Scenario:
A "Create Record" action generates a new incident.
The Incident Number is stored as a Data Pill.
A subsequent "Send Email" action can use this Incident Number Data Pill in the email subject/body.
Why Other Answers Are Incorrect:
A . Field Icon - No such term exists in Flow Designer.
B . Field Value - Field values exist on forms but are not used for storing action data in Flow Designer.
D . Data Element - This is a general term but does not specifically refer to Flow Designer storage.
E . Data Trigger - A trigger initiates a flow but does not store action data.
Reference from Certified System Administrator (CSA) Official Documentation:
ServiceNow Flow Designer - Data Pills
ServiceNow CSA Training Module: "Using Data in Flow Designer Actions"
NEW QUESTION # 170
Which data consistency settings can be achieved using UI Policy?
Choose 3 answers
- A. Setting fields to accept the data in an expected format
- B. Settings fields read-only
- C. Setting fields hidden
- D. Setting fields to accept the data with 'n' number of characters
- E. Setting fields mandatory
Answer: B,C,E
NEW QUESTION # 171
When using Flow Designer what is the Flow Execution initiated by?
- A. An existing subflow
- B. Allow logic
- C. A trigger
- D. An execution data pill
Answer: C
Explanation:
Explanation
A trigger is an activity that, once specified, automatically initiates a flow1. A trigger specifies the conditions that start running the flow, such as creating a record in a specified table, receiving an inbound email, or reaching an SLA target1.
References
Flow trigger types - Product Documentation: San Diego - ServiceNow1
NEW QUESTION # 172
Which best describes a field in a SeniceNow table?
- A. A field is a record in a table
- B. A field is a table row
- C. A field is an item that appears in a menu list
- D. A field is a table cell that stores data
Answer: D
Explanation:
InServiceNow, afieldis asingle data pointin a table, similar to acell in a spreadsheet.
Fields store specific datain a table, such as:
Short Description(text field)
Priority(choice field)
Assignment Group(reference field)
Each record consists of multiple fields
Example: In theIncident table, a singleIncident recordcontains multiple fields such as:
Number(INC0012345)
State(In Progress)
Assigned To(John Doe)
Fields have different data types
Text, Integer, Choice, Date/Time, Reference, etc.
Understanding Fields in ServiceNow:
B: A field is a table rowIncorrect- Atable rowrepresents anentire record, not just asingle field.
Arecordconsists of multiplefields(columns).
C: A field is an item that appears in a menu listIncorrect- Menu items areUI elements, not database fields.
Afieldispart of a table, while a menucontains navigation links.
D: A field is a record in a tableIncorrect- Arecordis afull row of data, which includesmultiple fields.
Incorrect Answer Choices Analysis:
ServiceNow Docs - Understanding Tables, Records, and Fields#Tables and Fields Overview ServiceNow Docs - Field Types and Definitions#Field Data Types Official ServiceNow Documentation References:
Conclusion:The correct answer is:
A: A field is a table cell that stores data.
Afieldis asingle piece of datawithin a record, much like acell in a spreadsheet.
NEW QUESTION # 173
What are the three key tables in an enterprise CMDB? (Choose three.)
- A. sn_cmdb_bak
- B. cmdb
- C. cmdb_ci
- D. cmdb_bak
- E. sn_cmdb
- F. sn_cmdb_ci
- G. cmdb_rel_ci
Answer: B,C,G
Explanation:
TheConfiguration Management Database (CMDB)in ServiceNow is a core component of IT Service Management (ITSM), allowing organizations to track Configuration Items (CIs) and their relationships. There are threekey tablesthat form the foundation of the CMDB:
cmdb (Base CMDB Table):
This is the parent table for all Configuration Items (CIs) in the CMDB.
It contains the foundational structure upon which all other CMDB-related tables are built.
It does not store CI records itself but serves as the primary reference table.
cmdb_ci (CI Base Class Table):
This is thebase classfor all Configuration Items (CIs).
All specific CI classes (such as servers, applications, networks) extend from this table.
It holds general CI attributes that are common across all CI types.
cmdb_rel_ci (CMDB Relationship Table):
This table defines relationships between different Configuration Items.
It stores dependencies and associations between CIs, such as a server hosting an application.
Relationships are critical for impact analysis and dependency mapping.
B: sn_cmdb_bak & E. cmdb_bak:
These tables donotexist in the standard CMDB schema. They may be mistaken for potential backup tables, but they are not official CMDB tables.
D: sn_cmdb & G. sn_cmdb_ci:
Prefix"sn_"generally indicatesScoped Application Tablesin ServiceNow.
Standard CMDB tables exist in theglobal scopewithout the "sn_" prefix.
"sn_cmdb" and "sn_cmdb_ci" arenotkey tables in theglobal CMDB architecture.
References:Official ServiceNowCSA (Certified System Administrator) Training Documentation ServiceNow Product Documentation:CMDB Tables and Relationships ServiceNowCMDB Overview and Best Practices:CMDB Guide
NEW QUESTION # 174
When designing a flow, how do you reference data from a record, in that flow?
- A. Drag the data pill onto the flow definition
- B. Specify the source table on the data pill related list
- C. Add the table reference using the slush bucket
- D. Use the condition builder to specify the desired values
- E. Drag the table icon onto the flow definition
Answer: A
NEW QUESTION # 175
Which tables are available by default in a ServiceNow instance?
Choose 3 answers
- A. Task
- B. User
- C. Project
- D. Issue
- E. Item
- F. Incident
Answer: A,B,F
Explanation:
These tables are available by default in a ServiceNow instance because they are part of the core platform and are used to store essential data for users, incidents, and tasks. The other tables are not available by default, but can be created or activated by installing plugins or applications.
References1: Tables & Dictionary - Frequently asked Questions (FAQ) - ServiceNow2: ServiceNow - The List of All Tables (sys_db_object)3: How To Set A Default Field Value in ServiceNow? - The Snowball
NEW QUESTION # 176
A customer wants to use a client script to validate things on a form m order to make sure the submission makes sense. What type of client script would you recommend to meet this requirement?
- A. onSubmit()
- B. onUpdate()
- C. onSubmission()
- D. onLoad
Answer: A
Explanation:
In ServiceNow, Client Scripts run on the client-side (browser) and modify form behavior dynamically.
To validate form data before submission, you must use an onSubmit() Client Script.
Why is "onSubmit()" the Correct Answer?
Executes Before Form Submission
The onSubmit() Client Script runs just before the form is submitted, allowing validation checks.
If an issue is found, you can prevent form submission using return false;.
Best for Data Validation
Can check if required fields are filled.
Can enforce business rules on the client-side.
Example: Preventing submission if the "Short Description" field is empty.
Example onSubmit() Client Script:
function onSubmit() {
var shortDesc = g_form.getValue('short_description');
if (!shortDesc) {
alert('Short Description is required before submitting.');
return false; // Stops the form from being submitted
}
return true; // Allows form submission
}
Incorrect Answer Choices Analysis:
A . onSubmission()
❌ Incorrect - This is not a valid ServiceNow Client Script type.
C . onLoad
❌ Incorrect - Runs when the form loads, but does not validate form submission.
D . onUpdate()
❌ Incorrect - Runs when a record is updated, but does not control form submission.
Official ServiceNow Documentation Reference:
ServiceNow Docs - Client Scripts Overview
📖 Understanding Client Scripts
ServiceNow Docs - Using onSubmit() Client Scripts
📖 Client Script Examples
NEW QUESTION # 177
One related list, which buttons are commonly used for managing the records on the list?
Choose 3 answers
- A. Edit
- B. Publish
- C. Manage
- D. New
- E. Ada
Answer: A,D,E
NEW QUESTION # 178
The Report Designer contains different section for configuring your report. Which section is used to specify the name of the report, and the table or data source for the report.
- A. Properties
- B. Type
- C. Data
- D. Sources → ❌ Incorrect
- E. Configure
Answer: A
Explanation:
No "Sources" section exists in the Report Designer.
Official ServiceNow Documentation Reference:
Report Designer Overview
Explanation:
The Properties section in the Report Designer is used to:
Specify the report name
Select the table or data source for the report
Key Features of the Properties Section:
Allows renaming the report for better identification.
Defines the primary data source (table) for the report.
Sets report-level settings such as visibility, sharing options, and description.
Why Other Options Are Incorrect?
B . Data → ❌ Incorrect
The Data section is used to filter and refine the data but not to set the table or name the report.
C . Configure → ❌ Incorrect
No such section named "Configure" exists in the Report Designer.
D . Type → ❌ Incorrect
The Type section is used to select the type of report (e.g., Pie Chart, Bar Chart, List, etc.).
NEW QUESTION # 179
An administrator creates "customer_table_admin" and "customer_table_user" roles for the newly created
"Customer Table". Which ACL rule would grant access to all rows and all fields to both the customer_table_admin and customer_table_user roles?
- A. customer.all
- B. customer .*
- C. customer.field
- D. customer.none
Answer: B
Explanation:
The customer .* ACL rule would grant access to all rows and all fields to both the customer_table_admin and customer_table_user roles because it uses a wildcard (*) to match any operation on the customer table. The other options are either too restrictive or too broad.
References1: Access control list rules - Product Documentation: Utah - ServiceNow4: Access Controls - ServiceNow Elite
NEW QUESTION # 180
When you are viewing a record, like an incident, how can you detect if someone else is also actively working on the Incident? (Choose 2 answers)
- A. User presence icon shows initials of users actively viewing the record
- B. A notification appears asking the new user to collaborate
- C. A chat bubble automatically launches, so you can collaborate
- D. The Work notes list contains names of the other users
- E. An icon appears to the left of fields that have been updated by other users
Answer: A,E
Explanation:
Detailed Explanation:
In ServiceNow,User Presencefeatures provide real-time visibility into record collaboration. This includes:
Option B:An icon that appears beside fields updated by other users, indicating recent changes.
Option E:A user presence icon showing initials of users currently viewing the record. These real-time indicators improve collaboration and prevent conflicts during data entry. (Reference: ServiceNow Documentation - Real-time Collaboration and User Presence)
NEW QUESTION # 181
A customer has asked for the following updates to a form:
* Make Resolution code mandatory, admin state is changed to Resolved.
* Hide major incident check box, unless logged in user has Major incident Manager role What type of rules (s) would you use to implement this requirement?
- A. Form Constraint
- B. UI Design
- C. UI Policy
- D. Field Limiter
- E. Dictionary Design
Answer: C
Explanation:
#UI Policiesare the best way to implement dynamic form behavior such asmaking fields mandatory, hiding
/showing fields, and setting values based on conditions.
Making "Resolution Code" mandatory when "State" is changed to "Resolved" This requires aUI Policythat:
Condition:State = Resolved
Action:Set "Resolution Code" field toMandatory = True
Hiding the "Major Incident" checkbox unless the logged-in user has the "Major Incident Manager" role This requires anotherUI Policythat:
Condition:User does NOT have the rolemajor_incident_manager
Action:Hide the field
Option A (Dictionary Design)
The dictionary defines the structure of fields butdoes not control dynamic form behaviorlike field visibility or conditions.
Option B (Field Limiter)
There is no such feature called "Field Limiter" in ServiceNow.
Option D (UI Design)
"UI Design" is not a recognized concept in ServiceNow.UI Policiesare used for form behavior changes.
Option E (Form Constraint)
There is no "Form Constraint" feature in ServiceNow; ACLs and UI Policies control field behavior instead.
Reference:ServiceNow UI Policy Documentation (Platform Configuration)
NEW QUESTION # 182
When creating new application files in a scoped application, cross scope access is turned on by default in which of the following?
- A. Script delude
- B. Table
- C. REST message
- D. Workflow
Answer: B
NEW QUESTION # 183
In what order should filter elements be specified?
- A. Operator, Condition, then Value
- B. Value, Operator, then Field
- C. Field, Operator, then Value
- D. Field, Operator, then Condition
Answer: C
Explanation:
When creating filters in ServiceNow, the elements should be specified in the following order:
Field - The database field (column) that is being filtered.
Operator - The comparison method, such as "is", "contains", "greater than", etc.
Value - The specific data that the filter should match.
Example of a Properly Structured Filter:
Imagine filtering a list of Incidents where the priority is high. The filter would be structured as:
Field: Priority
Operator: is
Value: High
Common Operators in ServiceNow Filters:
is - Matches an exact value
is not - Excludes a specific value
contains - Looks for a partial match
greater than - Finds records with a value greater than the specified one less than - Finds records with a value less than the specified one Explanation of Incorrect Answers:
B . Field, Operator, then Condition - Incorrect.
"Condition" is not an individual filter element in ServiceNow; the operator already defines the condition (e.g., "is", "contains").
C . Operator, Condition, then Value - Incorrect.
The field must come first to define what data is being filtered. The operator follows next.
D . Value, Operator, then Field - Incorrect.
This is completely reversed; you must specify what field you are filtering first before applying conditions.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Product Documentation → Filters and Condition Builder
ServiceNow CSA Study Guide → Data Management and List Filters
ServiceNow List Views → Using Filters and Operators
NEW QUESTION # 184
New records, new groups, and modified configuration Items (Cls): what do they have in common?
- A. They are not captured in an Update Set
- B. They are included in an Update Set
- C. They are customizations
- D. They do not have anything in common
Answer: B
NEW QUESTION # 185
As it relates to ServiceNow reporting, which of the following statements describes what a metric can do?
- A. A metric is a report gauge used on homepages to display real-time data
- B. A metric is a comparative measurement used to report the effectiveness of workflows and SLAs.
- C. A metric is a time measurement used to report the effectiveness of workflows and SLAs
- D. A metric is used to measure and evaluate the effectiveness of IT service management processes
Answer: D
NEW QUESTION # 186
Where do you navigate to add a list of Incidents created by a user to the bottom of their user record?
- A. Context Menu > Configure > Related Lists
- B. Context Menu > Configure > Related Records
- C. Right-click on Form > Configure > Related Cases
- D. Right-click on the Form > Configure > Add Lists
Answer: A
Explanation:
# Related Lists allow administrators to display associated records at the bottom of a form, such as incidents assigned to a user or requests submitted by a caller.
Steps to Add a Related List:
* Open a User record (e.g., sys_user table).
* Click on the Form Context Menu (#) > Configure > Related Lists.
* Select Incidents (task table with condition "Opened by = current user").
* Save changes.
* Option B (Related Cases) is incorrect because cases refer to Customer Service Management (CSM), not Incident Management.
* Option C (Add Lists) is incorrect because the correct term is Related Lists, not "Add Lists".
* Option D (Related Records) is incorrect because there is no such direct menu option.
# Reference: ServiceNow UI Configuration - Related Lists
NEW QUESTION # 187
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