30 CSA Questions

Platform Overview & Navigation

1. What is a ServiceNow instance?
A. A user account
B. A single ServiceNow database environment
C. A plugin
D. A dashboard

2. Where do you find all applications and modules in ServiceNow?
A. System Properties
B. Favorites
C. Application Navigator
D. System Logs

3. What is the purpose of the Next Experience UI?
A. To run scripts
B. To improve navigation and user experience
C. To manage databases
D. To import data

Instance Configuration

4. Which feature allows you to add or remove fields from a form without scripting?
A. Business Rules
B. Form Layout
C. ACLs
D. UI Scripts

5. What is a plugin used for?
A. Creating users
B. Adding new functionality to an instance
C. Creating reports
D. Sending emails

6. Which UI element displays related records at the bottom of a form?
A. Filters
B. Related Lists
C. Modules
D. Dashboards

Lists, Forms & Collaboration

7. What is the purpose of a list filter?
A. To restrict user access
B. To display specific records
C. To send notifications
D. To create reports

8. What is a form template used for?
A. To control security
B. To save form field values for reuse
C. To create workflows
D. To customize dashboards

9. Which component shows data visually using charts or graphs?
A. Business Rule
B. Dashboard
C. ACL
D. UI Policy

10. Which feature allows users to manage work using columns like “To Do” and “Done”?
A. Reports
B. Lists
C. Visual Task Boards
D. Notifications

Notifications & Reporting

11. What triggers a notification in ServiceNow?
A. Plugin installation
B. A report
C. A defined event or condition
D. User login

12. What is required to display a report on a dashboard?
A. A business rule
B. A UI policy
C. A report widget
D. An ACL

Self-Service & Automation

13. What is the main purpose of the Service Catalog?
A. To store data
B. To allow users to request services and items
C. To manage users
D. To create dashboards

14. What are catalog variables used for?
A. Controlling security
B. Collecting user input
C. Triggering workflows
D. Creating reports

15. Which tool is used to automate approval processes?
A. Update Sets
B. Workflow Studio
C. UI Policies
D. Reports

16. What is the primary purpose of Knowledge Management?
A. Store scripts
B. Share information and solutions
C. Manage incidents
D. Import data

Database & Security

17. What is a table in ServiceNow?
A. A report
B. A collection of records
C. A UI component
D. A script

18. What does a reference field do?
A. Stores text
B. Links one record to another table
C. Sends notifications
D. Triggers workflows

19. What controls access to records and fields?
A. UI Policies
B. Business Rules
C. ACLs
D. Reports

20. What is the purpose of an Import Set?
A. Export data
B. Validate ACLs
C. Load external data into ServiceNow
D. Create users

21. What does CMDB store?
A. Knowledge articles
B. Configuration items and relationships
C. Reports
D. Workflows

22. Who is responsible for data security in ServiceNow?
A. ServiceNow only
B. Customer only
C. Both ServiceNow and the customer
D. End users

Data Migration & Automation

23. What does a UI Policy control?
A. Backend logic
B. Field behavior on forms
C. Data imports
D. Notifications

24. When does a “Before” Business Rule run?
A. After a record is saved
B. Before a record is saved
C. Only at login
D. During reporting

25. What is the main purpose of an Update Set?
A. Store users
B. Track and move configuration changes
C. Create reports
D. Secure data

26. What happens if an update set is not selected while making changes?
A. Changes are lost
B. Changes go to the default update set
C. Instance crashes
D. User is logged out

Scripting Basics

27. Which scripting type runs on the server?
A. Client Script
B. UI Script
C. Business Rule
D. UI Policy (Client-side only)

28. What is the main purpose of scripting in ServiceNow?
A. Design UI
B. Automate and control behavior
C. Create users
D. Install plugins

Scenario-Based

29. A user submits a catalog item and needs manager approval. What should be used?
A. UI Policy
B. ACL
C. Workflow or Flow
D. Report

30. A company wants emails to automatically create incidents. What must be configured?
A. Reports
B. Email notifications only
C. Inbound Email Actions
D. Dashboards

Bonus

31. From the User menu, which actions can a user select? (Choose three.)

    • A. Send Notifications

    • B. Log Out ServiceNow

    • C. Elevate Roles

    • D. Impersonate Users

    • E. Order from Service Catalog

    • F. Approve Records

32. What is generated from the Service Catalog once a user places an order for an item or service?

    • A. A change request

    • B. An Order Guide

    • C. A request

    • D. An SLA

33. Which term refers to application menus and modules which you may want to access quickly and often?

    • A. Breadcrumb

    • B. Favorite

    • C. Tag

    • D. Bookmark

34. What is the path an Administrator could take to view the fulfillment stage task list for an order placed by a user?

    • A. RITM (Number)>REQ (Number)>PROCUREMENT (Number)

    • B. REQ (Number)>RITM (Number)>PROCUREMENT (Number)

    • C. REQ (Number)>RITM (Number)>TASK (Number)

    • D. FULFILLMENT (Number)>RITM (Number)>TASK (Number)

35. Knowledge Base Search results can be sorted by which of the following? (Choose three.)

    • A. Most recent update

    • B. Popularity

    • C. Relevancy

    • D. Manager assignment

    • E. Number of views