Sample questions
ServiceNow Certified System Administrator CSA practice questions
Drag and drop the steps to configure an outbound email account in ServiceNow into the correct order.
Drag steps to the numbered slots on the right, or tap a step then tap a slot.
An administrator wants to create a new module under the 'User Administration' application menu. Which module type should be used to display a list of users?
Trap 1: Form
A form module displays a single record form.
Trap 2: URL
A URL module points to an external or internal URL.
Trap 3: Report
A report module displays a report.
- A
List
A list module shows a list of records from a table.
- B
Form
Why wrong: A form module displays a single record form.
- C
URL
Why wrong: A URL module points to an external or internal URL.
- D
Report
Why wrong: A report module displays a report.
Drag and drop the steps to create a new application scope in ServiceNow into the correct order.
Drag steps to the numbered slots on the right, or tap a step then tap a slot.
Drag and drop the steps to activate a plugin in ServiceNow into the correct order.
Drag steps to the numbered slots on the right, or tap a step then tap a slot.
Drag and drop the steps to create a new user in ServiceNow into the correct order.
Drag steps to the numbered slots on the right, or tap a step then tap a slot.
Drag and drop the steps to create a new report in ServiceNow into the correct order.
Drag steps to the numbered slots on the right, or tap a step then tap a slot.
Drag and drop the steps to configure a new Catalog Item in ServiceNow into the correct order.
Drag steps to the numbered slots on the right, or tap a step then tap a slot.
A company wants to ensure that when a user submits a catalog item for a new laptop, the request is automatically approved if the cost is under $1,000 and the user's department has sufficient budget. What is the best way to implement this requirement?
Trap 1: Configure a notification to inform the user of the approval status.
Notifications do not control approval logic.
Trap 2: Set up a Business Rule to approve all requests under $1,000.
Business Rules are not designed for approval decisions.
Trap 3: Use a Flow to send an approval request to the manager every time.
This would require manual approval, not automatic.
- A
Configure a notification to inform the user of the approval status.
Why wrong: Notifications do not control approval logic.
- B
Set up a Business Rule to approve all requests under $1,000.
Why wrong: Business Rules are not designed for approval decisions.
- C
Use a Flow to send an approval request to the manager every time.
Why wrong: This would require manual approval, not automatic.
- D
Create an Approval rule with conditions on cost and department budget.
Approval rules can auto-approve based on conditions.
An organization is planning to implement CMDB for a large-scale environment with multiple data sources. They need to ensure that the most trustworthy data source takes precedence when conflicts occur. Which feature should they use?
Trap 1: Identification & Reconciliation engine
This engine handles CI identification, not source priority.
Trap 2: Reconciliation
Reconciliation resolves conflicts but does not set source priority by itself.
Trap 3: Set source precedence in the CI class manager for each CI
Source precedence is not set per CI but globally.
- A
Identification & Reconciliation engine
Why wrong: This engine handles CI identification, not source priority.
- B
Reconciliation
Why wrong: Reconciliation resolves conflicts but does not set source priority by itself.
- C
Set source precedence in the CI class manager for each CI
Why wrong: Source precedence is not set per CI but globally.
- D
Data Source Priority
This feature allows setting precedence for data sources.
Which TWO of the following are valid ways to trigger a workflow from a catalog item? (Choose two.)
Trap 1: On the catalog item form, go to the 'Workflow' tab and select a…
There is no Workflow tab; the workflow is set in the 'Workflow' field on the item record.
Trap 2: Write a Business Rule on the 'sc_request' table that starts a…
Business rules can start flows or actions but not directly workflows; workflows are legacy.
Trap 3: In the workflow editor, add a 'Execute Workflow' activity pointing…
Workflows are triggered by events, not by an activity in another workflow.
- A
On the catalog item form, go to the 'Workflow' tab and select a workflow.
Why wrong: There is no Workflow tab; the workflow is set in the 'Workflow' field on the item record.
- B
Write a Business Rule on the 'sc_request' table that starts a workflow.
Why wrong: Business rules can start flows or actions but not directly workflows; workflows are legacy.
- C
Set the 'Workflow' field on the catalog item to the desired workflow.
The Workflow field directly associates a workflow.
- D
In the workflow editor, add a 'Execute Workflow' activity pointing to the catalog item.
Why wrong: Workflows are triggered by events, not by an activity in another workflow.
- E
Create a Flow in Flow Designer that triggers on 'Record Created' for the 'Request' table.
Flows can be triggered on record creation and can be scoped to catalog items.
Refer to the exhibit. A catalog item has a variable 'department' (choice list with values 'IT', 'HR', 'Finance') and a variable 'cost_center' (choice list initially empty). The client script is supposed to add an option to 'cost_center' when 'department' is set to 'IT'. However, when a user selects 'IT', no new option appears. What is the most likely reason?
Exhibit
Refer to the exhibit.
```javascript
// Catalog Client Script - onChange on variable 'department'
function onChange(control, oldValue, newValue, isLoading) {
if (isLoading || newValue == '') { return; }
if (newValue == 'IT') {
g_form.addOption('cost_center', 'IT_CC', 'IT Cost Center');
} else {
g_form.clearOptions('cost_center');
}
}
```Trap 1: The script is a server-side script and cannot use 'g_form'.
Client scripts use g_form.
Trap 2: The script needs to call 'g_form.clearOptions()' before adding…
clearOptions is already called in the else branch, but not needed before addOption.
Trap 3: The method should be 'g_form.addOption()' with different syntax.
Syntax is correct.
- A
The variable 'cost_center' is not a 'Choice' variable type.
addOption only works on choice-type variables.
- B
The script is a server-side script and cannot use 'g_form'.
Why wrong: Client scripts use g_form.
- C
The script needs to call 'g_form.clearOptions()' before adding options.
Why wrong: clearOptions is already called in the else branch, but not needed before addOption.
- D
The method should be 'g_form.addOption()' with different syntax.
Why wrong: Syntax is correct.
An administrator creates a notification for the 'incident' table to send an email when the state changes to 'resolved'. The notification works for most users, but some users report not receiving the email. What is the most likely cause?
Trap 1: The notification weight is set too high.
Weight affects order, not delivery.
Trap 2: The notification is not set to 'Active'.
If it works for most, it is active.
Trap 3: The notification does not have an email template selected.
Templates are optional.
- A
The notification weight is set too high.
Why wrong: Weight affects order, not delivery.
- B
The notification is not set to 'Active'.
Why wrong: If it works for most, it is active.
- C
The notification does not have an email template selected.
Why wrong: Templates are optional.
- D
The users have set their 'Notification' preference to 'Do not send' for that type.
Individual user preferences can suppress emails.
A business rule is set to run on 'before update' on the 'incident' table. The script updates 'current.description' and then calls 'current.update()'. What is the likely outcome?
Trap 1: The description is updated and no error occurs.
Recursion will occur.
Trap 2: The script fails silently because current.update() is not allowed…
It is allowed but causes recursion.
Trap 3: The script runs but the description is not updated.
The update will be attempted but may cause error.
- A
The description is updated and no error occurs.
Why wrong: Recursion will occur.
- B
The script causes a recursion error or multiple updates.
current.update() triggers the same business rule again.
- C
The script fails silently because current.update() is not allowed in before business rules.
Why wrong: It is allowed but causes recursion.
- D
The script runs but the description is not updated.
Why wrong: The update will be attempted but may cause error.
Based on the exhibit, who will receive the email notification?
Exhibit
Refer to the exhibit. ``` Notification: "Incident Created" Table: incident When to send: - Condition: State changes to 'new' Who will receive: - Recipients: Assigned user - Also send to: Caller Email template: (none) ``` A user creates an incident via self-service portal. The incident state is set to 'new'. The assigned user is empty. The caller is the user. The notification is active.
Trap 1: No one receives the email.
Caller receives.
Trap 2: The assigned user only.
Assigned user is empty.
Trap 3: Both assigned user and caller.
Assigned user is empty.
- A
No one receives the email.
Why wrong: Caller receives.
- B
The caller only.
Caller is set and receives.
- C
The assigned user only.
Why wrong: Assigned user is empty.
- D
Both assigned user and caller.
Why wrong: Assigned user is empty.
An administrator notices that a scheduled job that creates Catalog Tasks from a report runs successfully but produces duplicate tasks for the same request. What is the most likely cause?
Trap 1: The scheduled job uses the 'Run once' option
'Run once' would not produce duplicates.
Trap 2: The report condition uses '=' instead of 'starts with'
Operator type does not cause duplicates.
Trap 3: The scheduled job runs too frequently
Frequency alone does not cause duplicates; the job should be idempotent.
- A
The report does not filter out tasks that have already been created
Without a filter, the job will create tasks for all records each time.
- B
The scheduled job uses the 'Run once' option
Why wrong: 'Run once' would not produce duplicates.
- C
The report condition uses '=' instead of 'starts with'
Why wrong: Operator type does not cause duplicates.
- D
The scheduled job runs too frequently
Why wrong: Frequency alone does not cause duplicates; the job should be idempotent.
A company uses SLA definitions with a time zone of 'US/Eastern'. A task is created at 10:00 PM Eastern on a Sunday. The SLA definition has a start condition that triggers on creation, a 4-hour duration, and a schedule that includes only weekdays 9 AM to 5 PM. What is the expected SLA state at 2:00 PM Eastern on Monday?
Trap 1: In Progress (still running)
The SLA breached at 1 PM, so it is not still running.
Trap 2: In Progress (not breached)
The SLA has already breached because 5 business hours have elapsed.
Trap 3: Breached (at 2 PM)
The breach occurred at 1 PM, not 2 PM.
- A
In Progress (still running)
Why wrong: The SLA breached at 1 PM, so it is not still running.
- B
In Progress (not breached)
Why wrong: The SLA has already breached because 5 business hours have elapsed.
- C
Breached (at 1 PM)
The SLA started at 9 AM Monday, and with a 4-hour duration, it breached at 1 PM.
- D
Breached (at 2 PM)
Why wrong: The breach occurred at 1 PM, not 2 PM.
A system administrator needs to allow end users to add a 'Mobile Phone' field to the incident form without modifying the form layout for all users. Which feature should be used?
Trap 1: Create a new form section
Form sections are used to group fields, not to allow individual user customization.
Trap 2: Configure a UI policy
UI policies dynamically show/hide fields or set values, they don't allow users to add fields.
Trap 3: Set an ACL to allow field addition
ACLs control access to records and fields, not form layout customization.
- A
Create a new form section
Why wrong: Form sections are used to group fields, not to allow individual user customization.
- B
Configure a UI policy
Why wrong: UI policies dynamically show/hide fields or set values, they don't allow users to add fields.
- C
Set an ACL to allow field addition
Why wrong: ACLs control access to records and fields, not form layout customization.
- D
Enable personalization on the form
Personalization allows users to customize their own form view by adding or removing fields.
Which THREE actions can be performed using UI policies? (Choose three.)
Trap 1: Set a field's default value
Default values are set via field defaults or client scripts, not UI policies.
Trap 2: Create a new field on the form
UI policies cannot create fields.
- A
Set a field's default value
Why wrong: Default values are set via field defaults or client scripts, not UI policies.
- B
Make a field read-only
UI policies can set read-only.
- C
Make a field mandatory
UI policies can set mandatory attributes.
- D
Create a new field on the form
Why wrong: UI policies cannot create fields.
- E
Hide a field
UI policies can set visibility.
Which TWO statements about the ServiceNow application navigator are true? (Choose two.)
Trap 1: The navigator displays all tables in the instance.
Only modules that are created are displayed.
Trap 2: Users can add links to the navigator as favorites.
Favorites are separate from the navigator.
Trap 3: End users can add new modules to the navigator.
Only administrators can add modules.
- A
The navigator displays all tables in the instance.
Why wrong: Only modules that are created are displayed.
- B
Users can add links to the navigator as favorites.
Why wrong: Favorites are separate from the navigator.
- C
The navigator can be filtered by typing in the filter field.
The filter field allows searching modules.
- D
End users can add new modules to the navigator.
Why wrong: Only administrators can add modules.
- E
Administrators can customize the navigator by creating new modules.
Administrators can create modules via sys_app_module.
A ServiceNow administrator notices that a CI record in the CMDB is not being updated by a scheduled discovery job. The CI is a Linux server that is reachable on the network. Which is the most likely cause?
Trap 1: The discovery source is not configured for this IP range.
This is a possible cause but not the most likely if the CI exists and discovery is running.
Trap 2: The Identification and Reconciliation Engine (IRE) is disabled.
IRE is not required for discovery to update existing CIs.
Trap 3: The cmdb_ci table ACL is set to private.
ACLs do not prevent discovery from updating CIs.
- A
The discovery source is not configured for this IP range.
Why wrong: This is a possible cause but not the most likely if the CI exists and discovery is running.
- B
The Identification and Reconciliation Engine (IRE) is disabled.
Why wrong: IRE is not required for discovery to update existing CIs.
- C
The cmdb_ci table ACL is set to private.
Why wrong: ACLs do not prevent discovery from updating CIs.
- D
The CI is classified under a different CI class in the CMDB.
If the CI is misclassified, discovery may update a different record or create a duplicate.
An administrator wants to ensure that when a user deletes a CI, all its relationships are also deleted to maintain data integrity. What should the administrator configure?
Trap 1: An ACL that denies delete unless relationships are removed first
ACLs do not handle cascading deletes.
Trap 2: A CMDB health rule that flags orphaned relationships
Health rules only report issues, they do not automatically delete.
Trap 3: A business rule on the CI table that deletes relationships on delete
Possible but not the standard approach; cascade delete is built-in.
- A
A cascade delete rule on the relationship table
Cascade delete rules are designed for this purpose.
- B
An ACL that denies delete unless relationships are removed first
Why wrong: ACLs do not handle cascading deletes.
- C
A CMDB health rule that flags orphaned relationships
Why wrong: Health rules only report issues, they do not automatically delete.
- D
A business rule on the CI table that deletes relationships on delete
Why wrong: Possible but not the standard approach; cascade delete is built-in.
What is the purpose of the CMDB Health Dashboard?
Trap 1: To manage user roles and permissions for CMDB
User administration is separate.
Trap 2: To visualize relationships between CIs
Visualization is done via Service Mapping or CMDB maps.
Trap 3: To configure discovery schedules and probes
Discovery configuration is separate.
- A
To manage user roles and permissions for CMDB
Why wrong: User administration is separate.
- B
To monitor the completeness and compliance of CI data in the CMDB
The Health Dashboard tracks data quality metrics.
- C
To visualize relationships between CIs
Why wrong: Visualization is done via Service Mapping or CMDB maps.
- D
To configure discovery schedules and probes
Why wrong: Discovery configuration is separate.
An organization has a Service Level Agreement (SLA) defined on the Incident table with a condition of 'Category is Network' and a duration of 4 hours. The SLA is triggered when the incident state changes from 'New' to 'In Progress'. A network incident is created and assigned to the Network Support group. The incident state is changed to 'In Progress' immediately. After 3 hours, the incident is resolved. However, the SLA shows a breach despite the resolution being within 4 hours. What is the most likely cause?
Trap 1: The SLA is assigned to the Network Support group, but the…
SLA is based on the incident record, not the assignment group.
Trap 2: The SLA duration is defined in business hours, and the incident was…
Business hours would extend real time, not cause a breach within 3 hours.
Trap 3: The SLA condition 'Category is Network' was not evaluated correctly…
The condition is evaluated at trigger time; changes after do not affect SLA.
- A
The SLA stop condition is set to 'State is Resolved', but the SLA was paused due to a schedule (e.g., after-hours pause) and the pause time was not counted, causing the actual working time to exceed 4 hours.
If the SLA has a schedule that pauses during non-business hours, the elapsed business time may exceed 4 hours even if real time is less.
- B
The SLA is assigned to the Network Support group, but the assignment group was changed during the incident.
Why wrong: SLA is based on the incident record, not the assignment group.
- C
The SLA duration is defined in business hours, and the incident was created after business hours, so the elapsed time counted only business hours, making the 4-hour window longer in real time.
Why wrong: Business hours would extend real time, not cause a breach within 3 hours.
- D
The SLA condition 'Category is Network' was not evaluated correctly because the category field was updated after the SLA was triggered.
Why wrong: The condition is evaluated at trigger time; changes after do not affect SLA.
A manager wants a report that shows the number of incidents opened each day for the past 30 days, broken down by category. They want to see the data as a line chart with multiple lines (one per category). What report type and options should the admin select?
Trap 1: Pie chart with a filter for the last 30 days and a breakdown by…
Pie chart does not show trends over time.
Trap 2: List report with a 'Count' aggregation grouped by 'Opened' and…
List report does not produce a line chart.
Trap 3: Bar chart with 'Group by' set to 'Category' and 'Stacked' set to…
Bar chart is not a line chart.
- A
Pie chart with a filter for the last 30 days and a breakdown by category.
Why wrong: Pie chart does not show trends over time.
- B
List report with a 'Count' aggregation grouped by 'Opened' and 'Category'.
Why wrong: List report does not produce a line chart.
- C
Line chart with 'Group by' set to 'Category' and 'Stacked' set to 'No'.
Line chart with multiple lines per category is the correct choice.
- D
Bar chart with 'Group by' set to 'Category' and 'Stacked' set to 'Yes'.
Why wrong: Bar chart is not a line chart.
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