ServiceNow Updated CSA Exam Questions and Answers by camille

In ServiceNow, when building filter conditions using the Condition Builder, there are three key components:

Field (Filter Criteria): The specific database field you are filtering on.

Operator: A choice list that defines the condition (e.g., "is", "contains", "starts with").

Value: The value you are checking against.

Among these components, the Operator is always a choice list, as it provides predefined options for filtering. The Operator determines how the Field and Value should be compared. For example:

"State is Active" (where "is" is the Operator)

"Priority is greater than 2" (where "is greater than" is the Operator)

Other components, such as Filter Criteria (fields) and Match Criteria, do not always function as choice lists.

In ServiceNow Notification Configuration, dot-walking allows administrators to reference related records dynamically.

✔ To send a notification to the Caller's Manager, you need to:

Open the Notification record.

Navigate to the ‘Send to’ tab.

Add the Caller field.

Use dot-walking to select the Caller's Manager field (e.g., caller_id.manager).

Option A is incorrect because dot-walking is configured under the ‘Send to’ tab, not the ‘Who will receive’ tab.

Option B is incorrect because while Flow Designer can trigger notifications, it does not specifically configure recipients based on dot-walking.

Option C is incorrect because setting "Who will receive" to Subscribable is used for opt-in notifications, not direct notifications to the Caller's Manager.

???? Reference: ServiceNow Administration – Notification Configuration & Dot-Walking

In ServiceNow, a Task is a fundamental record type that represents work that needs to be completed. Tasks can be assigned to users or groups, tracked through various states, and eventually marked as closed when the work is completed.

Event (A) refers to a system-generated log of an occurrence (e.g., an email sent or a user action), but it is not a record that moves through states like a task.

Report (B) is used for analyzing and visualizing data but does not track work progress.

Flow (D) refers to Flow Designer flows, which automate processes but are not individual work items themselves.

Tasks are widely used across ServiceNow applications, such as Incident Management, Change Management, and Service Requests, to track and manage work.

???? Reference: ServiceNow Platform Fundamentals – Task Management Concepts

In ServiceNow, Access Control Rules (ACLs) determine user permissions for accessing tables, records, and fields. The evaluation order follows a structured hierarchy to ensure security and proper access control enforcement.

Table-Level Access Control – The system first checks if the user has access to the table. If the user does not have access at the table level, field-level ACLs are not evaluated.

Field-Level Access Control – If table access is granted, the system evaluates field-level access. A user must pass both the table-level and field-level conditions to access specific fields.

Row-Level Access – If there are row-level ACLs (e.g., access based on record ownership), they are also evaluated.

A. Ensures user has access to the fields in a table, before considering their access to the table – Incorrect because table access is evaluated first, not field access.

B. Ensures user can get to work as quickly as possible – Access controls prioritize security over speed, so this is not the primary result of ACL order evaluation.

C. Ensures user has access to the application, before evaluating access to a module within the application – Application access is controlled separately from ACLs and does not follow the same hierarchy.