ServiceNow Certified System Administrator (CSA) practice questions

Question 1 · Platform Overview and Navigation

Priya joined Meridian Logistics last week and cannot find where open change requests are listed. She clicks All and types chan into the filter box at the top of the menu. What does the platform show her?

1. A.A list of change_request records whose short description contains the text
2. B.A narrowed menu of applications and modules whose names match the typed text
3. C.A global search across every table the platform has indexed for the word
4. D.A prompt asking her to pick the application scope before any modules appear

Question 2 · Instance Configuration

Nina built a UI policy and two new fields on the Problem table in the Harborview development instance. She now needs the same configuration in production. Which sequence gets it there?

1. A.Mark the update set complete, retrieve it on production, preview it, then commit
2. B.Export the Problem table records to XML and import that file into production
3. C.Publish the update set to the application repository and install it from there
4. D.Commit the update set on development, then clone development over production

Question 3 · Configuring Applications for Collaboration

The service desk lead wants the Resolution notes field to sit directly under Short description on the incident form, and she wants three fields removed from the default view. The admin has no need to change styling or add tabs. Which tool is the direct fit?

1. A.A dictionary override that sets the display sequence per field
2. B.Form Layout, which adds, removes, and orders fields on the selected view
3. C.Form Design, which is required for any change to field order
4. D.A UI policy with a field order action on the incident table

Question 4 · Self Service & Automation

The HR team wants employees to submit a name change request from the portal. The submission must land as a case on the existing HR case table with several typed fields mapped in. No fulfillment tasks or approvals are involved. What should the admin build?

1. A.An order guide that chains three related catalog items together
2. B.A record producer that maps its variables onto the case table fields
3. C.A catalog item with a delivery plan attached to the case table
4. D.A knowledge article with a link to the case form in the portal

Question 5 · Database Management and Platform Security

Rowan Analytics needs a table for equipment loans. Records must carry an assignment group, a state, work notes, and appear alongside other work in existing task reporting. What is the right table design?

1. A.Extend the Task table so the new table inherits the task fields and behavior
2. B.Add a category choice to the Incident table and reuse incident records
3. C.Create a many to many table between sys_user_group and cmdb_ci
4. D.Create a standalone table and add matching fields with the same names

Question 6 · Data Migration and Integration

Loading a CSV of 900 vendor records into ServiceNow, which sequence describes what the import set process does?

1. A.A data source stages the rows, then a transform map writes to the target
2. B.The transform map loads the rows, then the data source validates them on the target
3. C.The scheduled import copies the file into the attachment table for later parsing
4. D.The data source writes directly to the target table and logs a transform result

Question 7 · Platform Overview and Navigation

Devon reviews the same filtered incident list every morning: active incidents assigned to the Network Support group, sorted by priority. He wants that exact list one click away tomorrow. What is the simplest way to save it?

1. A.Drag the last breadcrumb of the filtered list onto the Favorites tab
2. B.Save the filter as a system property so it loads with his session
3. C.Create a new module under the Incident application pointing at the table
4. D.Export the filtered list to CSV and reimport it each morning

Question 8 · Instance Configuration

A team at Alderline Freight worked in an update set all sprint. During the promotion review, someone asks which of their changes the update set actually picked up. Which change was captured?

1. A.The four test incidents opened to verify the change
2. B.Twelve new user records added to the sys_user table
3. C.The scheduled job execution history from last night
4. D.A new business rule created on the Task table