ServiceNow CSA ServiceNow Certified System Administrator Exam Practice Test

Answer : A

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

Answer : B

Form Builder is used to design and modify forms that users interact with when entering and updating records.

Key Features of Form Builder:

Drag-and-drop interface to add, remove, or rearrange fields.

Supports sections, tabs, and related lists.

Enables quick modification of forms without writing scripts.

Option A (Generate analytical reports) is incorrect because reports are created using the Report Designer, not Form Builder.

Option C (Create new tables) is incorrect because tables are created via Table Builder or directly in the Table module.

Option D (Configure system settings and permissions) is incorrect because permissions are managed through roles, ACLs, and system properties.

Reference: ServiceNow Platform UI -- Form Builder Guide

Answer : B

Formatters in ServiceNow allow administrators to add additional information to a form that is not part of a table's field structure.

Common Formatters in ServiceNow:

Activity Formatter -- Displays updates like comments, work notes, and system-generated logs.

Process Flow Formatter -- Shows the workflow stages of a record (e.g., Change Request approval process).

Timeline Formatter -- Displays a chronological view of activities related to the record.

Option A (Duplicating a form view) is incorrect because duplicating a form view only creates a new layout for different users, but does not add additional information.

Option C (Modifying the layout to two columns) is incorrect because changing the layout does not add new elements, just arranges existing fields differently.

Option D (Dragging fields from the form elements panel) is incorrect because fields already exist in the table, whereas formatters provide extra contextual data.

Reference: ServiceNow Form Design & Formatters Documentation

Answer : A, D

The Context Menu in ServiceNow provides quick access to actions related to a list, form, or column.

Ways to Open the Context Menu:

Select the Context Menu icon ( A) -- Located at the top of lists and forms.

Right-click on the list, form, or column heading ( D) -- Opens the menu for quick actions.

Option B (Double click on the list, form, or column heading) is incorrect because double-clicking typically edits inline fields.

Option C (Use Ctrl+M command) is incorrect because no such shortcut exists.

Option E (Select the Context Menu related link) is incorrect because there is no such link in ServiceNow.

Reference: ServiceNow UI Navigation & Context Menus

Answer : C

The 'Additional comments' field is used to communicate information that is visible to the customer. This field is commonly used in Incident Management, Service Requests, and other task-based records.

Key Differences Between Fields:

Additional Comments ( Correct Answer) -- Used for customer-facing communication.

Work Notes -- Used for internal team communication (not visible to the customer).

Caller Note (A) -- No such standard field exists.

Customer Notes (B) -- Not a standard ServiceNow field.

Description (D) -- Holds initial details of the issue but is not used for ongoing communication.

Reference: ServiceNow ITSM -- Incident Management & Customer Communication

Answer : C

Detailed

In ServiceNow, when reporting data is required from multiple tables and dot-walking isn't feasible, creating a Database View is often the best approach. A Database View allows joining multiple tables virtually without creating new records, making it highly efficient for reporting. This view can then be used as a data source for reports, pulling information across tables without physically combining data. According to ServiceNow documentation, this is especially useful for creating complex reports that rely on data relationships across tables without altering the underlying data structure. (Reference: ServiceNow Documentation - Database Views)

Answer : B

A record-based trigger is a component that causes a flow to run after a record has been created or updated in a specified table1.It allows users to define conditions and actions for the flow based on the record's state and values1.For example, a record-based trigger can start a flow when a new incident is created or when an existing incident is updated with a certain priority1.

Reference

Flow trigger types - Product Documentation: San Diego - ServiceNow1