ServiceNow Updated CSA Exam Questions and Answers by jennifer

In ServiceNow, reports can be created from multiple locations within the platform. Reports provide insights into data stored within the system and help visualize trends, patterns, and key performance indicators (KPIs). The two correct locations from which reports can be created are:

ServiceNow allows users to create a report directly from a list view.

This feature is useful when working with records in a table, as it enables quick reporting based on the visible columns.

To generate a report from a list view:

Navigate to a list view (e.g., Incidents, Requests, etc.).

Click on a column heading to access the context menu.

Select Bar Chart, Pie Chart, or other visualization options to generate an instant report.

If needed, refine the report using the reporting interface.

The View / Run module is the primary location for creating and managing reports in ServiceNow.

It allows users to create new reports, modify existing reports, and run pre-built reports.

Users can access the Report Designer from this module, where they can configure:

Data sources (tables)

Report type (bar chart, pie chart, trend, etc.)

Filters and conditions

Visualization settings

To access it:

Navigate to Reports > View / Run in the Application Navigator.

Click Create a Report to start building a new report.

1. List Column Heading (✅ Correct)2. View / Run Module (✅ Correct)Why the Other Options Are Incorrect:❌ B. Metrics module (Incorrect)

The Metrics module in ServiceNow is used to track and measure the performance of records over time, but it is not used to create reports.

Metrics focus on data such as time to resolution, SLA compliance, and process efficiency, but reporting is handled separately in the Reports module.

❌ C. Statistics module (Incorrect)

ServiceNow does not have a dedicated Statistics module for report creation.

While reports can generate statistical insights, this is done within the View / Run module and not a standalone "Statistics module."

ServiceNow Documentation: Creating and Running Reports

ServiceNow CSA Learning Path: Reporting and Performance Analytics

ServiceNow Docs: Working with Lists and Reports

References:

The History section in the Application Navigator tracks recently visited records, lists, and forms within ServiceNow. This feature allows users to quickly navigate back to previously accessed content without searching manually.

What Appears in the History Section?The History section logs user activity related to:

Records (✅ Option A) – Recently viewed records from any table, such as incidents, requests, or tasks.

Lists (✅ Option C) – Any list views a user has accessed, such as Incident List or Change Request List.

Forms (✅ Option D) – Any individual record viewed in form view, such as an incident form or user form.

Why is Option B (UI Pages) Correct?❌ UI Pages do NOT appear in the History section.

UI Pages are special custom pages built with Jelly scripting and used for custom interfaces, portals, and dashboards (e.g., Service Portal pages).

Since they do not represent individual records, lists, or forms, they are not included in the user’s History tracking.

Why Are the Other Options Incorrect?❌ A. Records

Records are individual database entries (e.g., specific incidents, change requests, or users).

Since records are frequently accessed, they are logged in History.

❌ C. Lists

Lists display multiple records from a table (e.g., all open incidents).

Since users navigate through lists frequently, they are logged in History.

❌ D. Forms

Forms are used to view or edit individual records (e.g., an incident form).

Since forms are commonly accessed, they are logged in History.

Reference from Certified System Administrator (CSA) Documentation:???? ServiceNow Docs – Application Navigator & History???? ServiceNow Application Navigator Documentation

"The History section of the Application Navigator displays a list of the records, lists, and forms that you have recently accessed."

"Custom UI Pages are not included in History tracking."

n ServiceNow, the List Editor allows users to edit field values directly within a list without opening the record in a form. This feature is particularly useful for making quick modifications to multiple records without the need to open each one individually.

Users navigate to a list view of records (e.g., an incident list).

If a field is editable via the List Editor, clicking on it will allow inline editing.

After making changes, users can press Enter or click outside the field to save.

Inline Editing: Users can modify fields directly from the list.

Multi-Row Editing: Certain fields support bulk updates.

Security Controls: Admins can control which fields are editable via List Editor through dictionary settings.

Audit and History Tracking: Changes made via List Editor are logged for tracking purposes.

A. Data Editor: No such term as "Data Editor" exists in ServiceNow.

B. Edit Menu: This does not refer to inline editing; instead, it's a general menu for editing options.

D. Form Designer: Used for configuring form layouts, not for inline editing.

ServiceNow Product Documentation → Lists and List Editing

ServiceNow CSA Exam Guide → Covers List Editor as a core feature of instance configuration.

How List Editor Works:Key Features of List Editor:Why Other Options Are Incorrect:Reference from CSA Documentation:This verifies that List Editor is the correct answer.

The Service Catalog is a core feature in ServiceNow that provides users with a structured interface to request services and products. The baseline Service Catalog homepage includes links to key components that help users navigate and submit requests efficiently. These components are:

Record Producers – These are forms that allow users to create records in tables other than the Request table (e.g., submitting an incident or a change request).

Order Guides – These help users request multiple related items in a single submission, streamlining complex orders.

Catalog Items – These are the individual products or services users can request, such as software installations, hardware requests, or access requests.

Option B: "Order Guides, Item Variables, and Workflows" – Incorrect, because Item Variables and Workflows are not direct links on the Service Catalog homepage. Item Variables are attributes of Catalog Items, and Workflows handle backend processing but are not listed as a navigational component.

Option C: "Order Guides, Catalog Items, and Workflows" – Incorrect, because Workflows are not directly linked from the homepage.

Option D: "Record Producers, Order Guides, and Item Variables" – Incorrect, because Item Variables are part of Catalog Items but not a distinct link on the homepage.

ServiceNow Product Documentation - Service Catalog Overview

ServiceNow CSA Study Guide - Service Catalog Fundamentals

ServiceNow Docs: Service Catalog Components

Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation: