ServiceNow Updated CSA Exam Questions and Answers by dean

To filter a long list of records and find those where Short Description contains "email", the best practice is to use the column search feature:

Click the List Magnifier (????) to open the column search options.

In the "Short Description" column search box, type:

Steps to Filter a List by "email" in Short Description:email

Press Enter to apply the filter.

This method automatically applies a "contains" filter, meaning it will show any records where "email" appears anywhere in the Short Description field.

A. Click List Magnifier to expand column search, on Short Description, type %email, click enter → ❌ Incorrect

% (percent sign) is not a valid wildcard in ServiceNow's list filters.

C. On Search box, select text, type email, click enter → ❌ Incorrect

The global search box searches across multiple tables, not just the Short Description field.

D. Click List Magnifier to expand column search, on Short Description type 'email, click enter → ❌ Incorrect

Single quotes ('email') are not required in column searches.

Why Other Options Are Incorrect?

Using List Filters in ServiceNow

ServiceNow Search Operators

Official ServiceNow Documentation Reference:

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

The Catalog Admin [catalog_admin] role:

Inherits permissions from both:✅ catalog role (Basic Service Catalog access)✅ user_criteria_admin role (User Criteria management)

Has additional permissions to:✅ Create and manage Catalog Items and Services✅ Configure Catalog Categories, Order Guides, and Variables

A. Item Admin [sn_item_admin] → ❌ Incorrect

This role does not inherit user_criteria_admin permissions.

It is specific to managing Catalog Items but does not have full Catalog Admin permissions.

B. Sys Admin [sys_admin] → ❌ Incorrect

The sys_admin role has full system access but is not Service Catalog-specific.

D. Catalog Author [sn_catalog_write] → ❌ Incorrect

The Catalog Author role can edit catalog items but cannot create new ones.

Why the Other Options Are Incorrect?

ServiceNow Catalog Roles

Official ServiceNow Documentation Reference:

In ServiceNow Knowledge Management, access to knowledge articles is controlled through access settings in the Knowledge Base record. The "Can Read" tab is used to specify which users, groups, or roles can view knowledge articles in a particular Knowledge Base.

???? Why "Can Read"?

The Can Read list defines the users, groups, or roles that can access and view articles in a specific Knowledge Base.

This ensures that sensitive or restricted knowledge is only available to authorized users.

If no restrictions are set in the Can Read tab, the knowledge base is publicly accessible to all users.

???? Steps to Configure "Can Read" Permissions:

Navigate to Knowledge Management > Knowledge Bases.

Open a specific Knowledge Base record.

Go to the Can Read tab.

Add the users, groups, or roles that should be able to read the articles.

Save the record.

???? Incorrect Options Explained:

A. Access List – No such tab exists in Knowledge Management.

B. Can Access – Incorrect name; the correct tab is Can Read.

C. Accessible to – Does not exist in the Knowledge Base settings.

???? Reference:

ServiceNow Knowledge Management User Roles

Managing Knowledge Base Access