ServiceNow CSA Practice Exam

• A. All
• B. Workspaces
• C. Favorites
• D. History Correct answer

Option D is correct because the History tab in the All menu of the Next Experience unified navigation lists the records and modules the user opened recently. All lists every module, Favorites holds items the user pinned, and Workspaces lists workspace apps.

• A. Each customer runs on its own instance with its own database Correct answer
• B. Customers share one instance and are separated by scoped applications
• C. Each customer's data sits on a dedicated MID Server in its own network
• D. Customers share one database and are separated by domain

Option A is correct because ServiceNow's multi-instance architecture gives each customer a dedicated instance with its own database, which keeps data isolated at the infrastructure level. Scoped applications and domain separation are logical separations used inside a single instance, and a MID Server is only a bridge to a customer's network, not a data store.

• A. https://service-now.com/<name>
• B. https://<name>.servicenowservices.com
• C. https://<name>.servicenow.com
• D. https://<name>.service-now.com Correct answer

Option D is correct because customer instances are addressed as https://<name>.service-now.com, with the hyphen in service-now. The other forms either omit the instance name, drop the hyphen, or use domains that ServiceNow does not use for instances.

• A. Assigned to
• B. Created on Correct answer
• C. Sys ID Correct answer
• D. State
• E. Number

Options B and C are correct because system fields such as Created on and Sys ID are maintained by the platform on every record of every table. Assigned to, State and Number come from the Task table, so they are present only on tables that extend it.

• A. Add a UI policy that hides the Opened field
• B. Create a field ACL that denies read on Opened
• C. Configure the list layout for the incident table
• D. Personalize the list columns with the gear icon Correct answer

Option D is correct because personalizing the list with the gear icon changes columns for the signed-in user only. A UI policy acts on forms, a field ACL would deny access for the roles it targets, and configuring the list layout changes the list for every user.

• A. List Control
• B. Form Layout
• C. List Layout Correct answer
• D. Related Lists

Option C is correct because List Layout (Configure > List Layout) sets the default columns that all users see in a list. Form Layout configures fields on a form, List Control sets list behavior such as hiding buttons, and Related Lists configures lists on a form.

• A. The data moves to the task table
• B. The column and its data stay in the table Correct answer
• C. The column is dropped with its data
• D. The data is cleared

Option B is correct because removing a field from a form only changes what the form displays. The column and its stored data stay in the table, and the field can be added back later. Deleting a column is a separate action done from the table's dictionary entry.

• A. UI Policies
• B. Client Scripts
• C. Related Lists Correct answer
• D. Business Rules
• E. Form Layout Correct answer

Options C and E are correct because Related Lists and Form Layout in the Configure menu control which related lists and fields the form displays. UI Policies, Client Scripts and Business Rules change behavior or run logic, but they are not where the set of displayed fields and related lists is chosen.

• A. UI Builder
• B. Form Designer Correct answer
• C. Form Layout
• D. Form Template

Option B is correct because Form Designer is the drag-and-drop canvas for adding and arranging fields and sections on a form. UI Builder builds Next Experience pages, and Form Layout and Form Template do not provide that canvas.

• A. Notification filter
• B. Notification email script Correct answer
• C. Notification category
• D. Email template

Option B is correct because a notification email script is the server-side script record whose output is added to the body of a notification. A notification filter and category only organize notifications, and an email template supplies layout rather than a script record.

• A. starts with
• B. is one of Correct answer
• C. contains
• D. is anything

Option B is correct because the is one of operator matches a field against a chosen set of values, so one condition covers both groups. Starts with and contains compare text, and is anything matches every record.

• A. Variables on the item Correct answer
• B. Fulfillment groups
• C. Order guide rules
• D. Catalog UI policies

Option A is correct because variables on a catalog item collect the requester's input, such as a model or delivery location. Fulfillment groups receive the work, order guide rules control which items an order guide offers, and catalog UI policies change how variables behave.

• A. Action
• B. Data pill
• C. Subflow Correct answer
• D. Trigger

Option C is correct because a subflow is a reusable sequence of actions and flow logic that takes inputs, returns outputs and can be called from flows. An action is a single reusable operation made of steps rather than a sequence of actions, a data pill is a reference to a value, and a trigger only starts a flow.

• A. sc_category
• B. sc_req_item
• C. sc_cat_item Correct answer
• D. sc_cart_item

Option C is correct because catalog items are stored in the sc_cat_item table. sc_category holds categories, sc_req_item holds requested items created at checkout, and sc_cart_item holds items still in a user's cart.

• A. sys_user_grmember
• B. sys_user_role
• C. sys_group
• D. sys_user_group Correct answer

Option D is correct because sys_user_group stores the group records. sys_user_grmember holds group membership, sys_user_role holds roles, and sys_group is not the table that stores groups.

• A. Priority is hidden from the form for this user
• B. The entire incident becomes read-only for the user
• C. Priority is editable since the table-level ACL passes
• D. Priority is read-only; other fields stay editable Correct answer

Option D is correct because both the table-level and the field-level write ACL must pass for a field to be editable. The user passes the table check but fails the admin-only check on priority, so Priority is read-only while the other fields stay editable. The record is not made read-only and the field is not hidden.

• A. The UI policy on the related form
• B. The result of the advanced script Correct answer
• C. The client script on the field
• D. The conditions defined in the condition builder Correct answer
• E. The roles listed in the Requires role list Correct answer

Options B, D and E are correct because an ACL rule checks the condition builder conditions, the roles in the Requires role list and the advanced script result, and all must pass. UI policies and client scripts run in the browser and are not part of ACL evaluation.

• A. Back out the retrieved update set
• B. Skip remote update for the flagged record Correct answer
• C. Accept remote update for the flagged record
• D. Commit the set, then revert the record

Option B is correct because skipping the remote update for the flagged record in the preview keeps the test version when the set is committed. Backing out the set discards the whole set, accepting the remote update overwrites the test version, and committing then reverting is unnecessary.

• A. A mandatory field set by a UI policy is enforced on imports
• B. A UI policy can be limited to one form view Correct answer
• C. UI policy actions run on the server when the record saves
• D. Reverse if false undoes the actions when the condition fails Correct answer

Options B and D are correct because a UI policy can be limited to a single form view, and Reverse if false undoes its actions when the condition no longer holds. UI policies run on the client, so they do not run on the server at save time and do not enforce mandatory fields on imports.

• A. Update Sources
• B. Local Update Sets Correct answer
• C. Customer Updates
• D. Retrieved Update Sets

Option B is correct because System Update Sets > Local Update Sets lists the sets created on the current instance. Retrieved Update Sets holds sets brought in from other instances, Update Sources defines where to retrieve from, and Customer Updates lists the individual change records.