ServiceNow CSA ServiceNow Certified System Administrator Exam Practice Test

Answer : A

Visual Task Boards (VTB) provide a Kanban-style interface for tracking and managing tasks visually. Users can:

Create personal or team boards to manage tasks.

Drag and drop task cards between different lanes (e.g., 'To Do,' 'In Progress,' 'Completed').

Filter and categorize work dynamically.

Types of Visual Task Boards:

Freeform Boards -- Simple personal boards for organizing work.

Guided Boards -- Based on ServiceNow lists and automatically updated.

Flexible Boards -- A mix of Freeform and Guided boards.

Option B (Service Desk) is incorrect because it refers to the Service Desk application for handling incidents and tickets.

Option C (Virtual Agent Homepage) is incorrect because it is used for chatbot interactions, not task management.

Option D (Personal Task Tracker) is incorrect because there is no such feature in ServiceNow.

Reference: ServiceNow Visual Task Boards (VTB) Documentation

Answer : A

Common Services Data Model (CSDM) is a ServiceNow best-practice framework that standardizes how IT services, applications, and infrastructure are structured in the CMDB. It provides a blueprint for aligning ServiceNow configurations with business and IT operations.

Why CSDM is Important:

Ensures consistency in IT service mapping and asset relationships.

Helps organizations align CMDB data with ITSM, ITOM, and other ServiceNow applications.

Provides data governance and best practices to maintain data integrity.

Option B (CMDB) is incorrect because the CMDB is the database that stores configuration items (CIs), but CSDM defines the model for structuring it.

Option C (ITSM) is incorrect because ITSM includes processes like Incident, Problem, and Change Management, but does not provide a data model blueprint.

Option D (ServiceNow Wiki) is incorrect because ServiceNow no longer uses a wiki for documentation (it has been replaced by the ServiceNow Docs Portal).

Reference: ServiceNow Common Services Data Model (CSDM) Guide

Answer : D

Update Sets are the primary method for moving customizations from one ServiceNow instance to another. An Update Set records changes made to an instance, including modifications to:

Forms, fields, and tables

Business rules, scripts, and workflows

UI policies and ACLs

How Update Sets Work:

When you modify configurations, the changes are captured in an active Update Set.

The Update Set is then exported from the development instance and imported into the target instance (e.g., from Dev to Test to Production).

Once imported, the Update Set is committed, applying the changes.

Option A (Table Templates) is incorrect because these define default field structures for tables but do not move customizations.

Option B (Application Files) is incorrect because individual application files exist within Update Sets but do not serve as a transport mechanism.

Option C (UI Script Includes) is incorrect because script includes are reusable scripts, not a method for transferring configurations.

Reference: ServiceNow Administration -- Update Sets & Instance Migration

Answer : C

Users in ServiceNow can set their personal date and time format via:

User menu > Preferences > Language & Region > Set date and time format and time zone

Option A (Create a UI Script) is incorrect because UI Scripts do not modify user preferences.

Option B (Adjust the time zone on their PC) is incorrect because ServiceNow instances have their own time zone settings.

Option D (Toggle display time zone) is incorrect because there is no 'Time Settings' option under Preferences.

Option E (System properties to correct time zone) is incorrect because system-wide properties affect all users, but personal settings are changed via Preferences.

Reference: ServiceNow User Preferences -- Date & Time Settings

Answer : E

Access Control Lists (ACLs) in ServiceNow define who can read, write, create, or delete records in the system. ACLs apply to tables, fields, and UI elements.

Option A (Role Assignment Rules) is incorrect because roles grant access but do not define granular security controls.

Option B (Scripted User Rules) is incorrect because there is no such feature in ServiceNow.

Option C (CRUD Rules) is incorrect because CRUD (Create, Read, Update, Delete) permissions are enforced through ACLs.

Option D (User Authentication Rules) is incorrect because authentication rules control login access, not data access.

Reference: ServiceNow Security & Access Control -- ACLs & Security Rules

Answer : A, C

In Table Builder, only users with appropriate permissions can modify form layouts.

The admin role (Option C) has full access to configure forms, tables, and relationships.

The personalize_form role (Option A) allows users to configure form layouts, but not table structures.

Option B (app_engine_admin) is incorrect because this role is used for managing custom applications, not form layouts.

Option D (read_only_user) is incorrect because it does not grant any configuration permissions.

Option E (support_specialist) is incorrect because it is typically for support personnel who handle incidents and cases, not form design.

Reference: ServiceNow Platform Administration -- Roles & Permissions

Answer : D

In ServiceNow Notification Configuration, dot-walking allows administrators to reference related records dynamically.

To send a notification to the Caller's Manager, you need to:

Open the Notification record.

Navigate to the 'Send to' tab.

Add the Caller field.

Use dot-walking to select the Caller's Manager field (e.g., caller_id.manager).

Option A is incorrect because dot-walking is configured under the 'Send to' tab, not the 'Who will receive' tab.

Option B is incorrect because while Flow Designer can trigger notifications, it does not specifically configure recipients based on dot-walking.

Option C is incorrect because setting 'Who will receive' to Subscribable is used for opt-in notifications, not direct notifications to the Caller's Manager.

Reference: ServiceNow Administration -- Notification Configuration & Dot-Walking