ServiceNow Updated CSA Exam Questions and Answers by amanda

InServiceNow (and databases in general), data is stored intables, which consist of:

Columns (Fields):Representindividual data attributes(e.g., Name, Email, Status).

Rows (Records):Representindividual entriesin the table (e.g., a specific Incident or User).

Key Concepts:Table

Columns (Fields)

Rows (Records)

Incident

Number, Caller, Priority, Description

Each unique incident entry

User

Name, Email, Role, Department

Each individual user record

A column represents a single field (data attribute), such as "Priority" or "Short Description."

A row represents a record (entry in the table), such as an individual incident or user.

A. A column is a field in the database and a record is one user→Incorrect

Records are not limited to users; a record could be an Incident, Change, or any other entry.

C. A column is one field and a record is one column→Incorrect

Arecord is not a single column; a record consists of multiple fields (columns).

D. A column contains data from one user and a record is one set of fields→Incorrect

Columns contain data for all users/records, not just one user.

A record is one row, not just a set of fields.

Why is "B. A column is one field and a record is one row" the Correct Answer?Why the Other Options Are Incorrect?

ServiceNow Docs: Understanding Tables and Fieldshttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/metadata/concept/c_TablesAndFields.html

References from Certified System Administrator (CSA) Documentation:

To create anew email notificationin ServiceNow for users affected bynetwork outages, you must navigate to theNotifications moduleunderSystem Notification.

Navigate to:System Notification > Email > Notifications

ClickNewto create a new notification.

Configure the notification with the following:

Name:"Network Outage Notification"

Table:Select the relevant table (e.g.,Incident, Task)

When to Send:Define the trigger (e.g., when anIncident is created or updatedwith a Network Outage category).

Who Will Receive:Specifyaffected users.

Message Content:Create the email subject and body usingdynamic fields(such as affected user’s site).

Save and test the notification.

Notifications are managed in System Notification.

TheNotifications moduleallows you to configureemail triggers, recipients, conditions, and templatesfor system alerts.

B. Administration > Notification Overview:No such module in ServiceNow.

C. System Properties > Email > Settings:This configuresemail server settings, not individual notifications.

D. User Preferences > Email > Notifications:User preferences onlyenable or disablepersonal notifications, not create new ones.

E. Click Gear > Notifications > New:The gear icondoes not provide accessto email notifications.

Creating and Managing Email Notifications in ServiceNow:ServiceNow Docs

ServiceNow Notification Configuration Guide

Steps to Create a New Notification:Why is the Correct Answer "System Notification > Email > Notifications"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:By usingSystem Notification > Email > Notifications, administrators can create a targetedemail notificationto alert users ofnetwork outageseffectively.

In ServiceNow,Record Producersallow users to create records in tables through a user-friendly interface in the Service Catalog. Since the goal is to enableonly first-line workersto order the T-shirt, we need to control access based on their role.

ARecord Producerin the Service Catalog is the best way to gather user input (size, color, etc.) and create a new order record in the system.

The"Available For"list allows administrators to restrict access to specificusers or roles.

TheFirst Line [sn_first_line]role is explicitly designed to includeonly first-line workerswhile excluding managers.

Why is Option A Correct?Why Are the Other Options Incorrect?B. Create Catalog Item and use the Not Available list to specify the Manager Group

Catalog Itemsare valid for this use case but using the"Not Available For"list is a less effective approach.

If newmanager rolesorgroupsare added in the future, this method won’t automatically exclude them.

It’s better toexplicitly definewho can access the item rather than relying on exclusions.

C. Create Catalog Item and use the Available For list to specify ITIL [itil] role

TheITIL roleis typically assigned to Service Desk personnel and IT staff,not first-line workers.

This approach would allowmany unintended usersto request the T-shirt.

D. Create Order Guide and use the User Criteria list to specify First Line [sn_first_line] role

Order Guidesare used to bundle multiple catalog items and guide users through a complex ordering process.

Since this scenario only involves asingle item (T-shirt request),using an Order Guide is unnecessary.

ServiceNow Service Catalog Management - Record Producers

ServiceNow User Criteria and Access Control Best Practices

ServiceNow CSA Guide - Managing Roles and Access Restrictions

References to Official Certified System Administrator (CSA) Documentation:

Thethree-bar iconin theForm headerof ServiceNow is commonly referred to as theHamburger icon. It provides access toadditional form actionsthrough acontext menu.

Opens adrop-down menuwith options such as:

Configure Form Layout

Configure Form Design

Insert and Stay

View History

Export Options

Helps users accessquick actionswithout navigating away from the form.

The icon consists ofthree horizontal lines, resembling ahamburger(bun-patty-bun).

This naming convention is widely used in web and mobile UI design.

Functions of the Hamburger Icon in ServiceNow:Why is it Called a "Hamburger Icon"?

Incorrect Answer Choices Explanation:A. Pancake Icon– No such term exists in ServiceNow UI terminology.

B. Additional Actions or Context Menu– While the icondoesprovide additional actions, "Context Menu" refers to right-click options or three-dot menus, not the three-bar menu.

D. Cake Icon– No such UI term exists in ServiceNow or general UI design.

Understanding the ServiceNow Form Header

ServiceNow UI Overview

Official CSA Documentation Reference: