ServiceNow Updated CSA Exam Questions and Answers by madiha

Natural Language Query (NLQ)in ServiceNow allows users tofilter a list by typing a natural language phrase, making it easier to search and retrieve data without manually building filters.

For example, users can type:

➡️"Show me all open incidents assigned to John Doe"

➡️"Incidents created this week"

The platforminterprets the phraseand automaticallyapplies the correct filterto the list.

A. Automatically select a filter, based on keywords–NLQ does not automatically select filters based on keywords; instead, itprocesses full phrasesinto a filter.

C. Predict the filter desired by the user–NLQ does not predict filters but rather converts typed queries into list filters.

D. Speak to the condition builder–NLQ does not interact with the condition builder directly; it translates text queries into filters.

E. Set list filter, using audible commands–NLQ does not supportvoicecommands, onlytypedqueries.

InServiceNow Knowledge Management,User Criteriais thebest practice methodforrestricting access to knowledge articles.

Controls Who Can Read or Contribute to a Knowledge Base

Read Access– Determines which users canviewarticles in a Knowledge Base.

Contribute Access– Determines which users cancreate, edit, or publisharticles.

Can Be Based on Multiple Factors

User Criteria caninclude or exclude usersbased on:

Roles

Groups

Departments

Locations

Flexible & Scalable

Instead of manually assigning permissionsarticle-by-article, User Criteriaapplies rules to the entire Knowledge Base.

This method provides acentralized way to manage permissionsfor large teams.

Why is "User Criteria" the Correct Answer?

A. CategoriesIncorrect– Categoriesorganizeknowledge articles into groups, but they donotcontrol access.

B. RolesIncorrect– While roles can be usedwithin User Criteria, theyalonedo not determine access.

User Criteria providesmore granular controlthan just assigning roles.

D. GroupsIncorrect– Groups can beincluded in User Criteria, but groups alonedo not directly control knowledge access.

Incorrect Answer Choices Analysis:

ServiceNow Docs – User Criteria for Knowledge Management????User Criteria Overview

ServiceNow Docs – Managing Knowledge Base Permissions????How to Configure Knowledge Access

Official ServiceNow Documentation References:

ThePropertiessection in theReport Designeris used to:

Specify the report name

Select the table or data sourcefor the report

Allows renaming the reportfor better identification.

Defines the primary data source(table) for the report.

Sets report-level settingssuch as visibility, sharing options, and description.

B. Data →Incorrect

TheData sectionis used tofilter and refine the databut not to set the table or name the report.

C. Configure →Incorrect

No such section named"Configure"exists in the Report Designer.

D. Type →Incorrect

TheType sectionis used toselect the type of report(e.g., Pie Chart, Bar Chart, List, etc.).

E. Sources →Incorrect

No"Sources"section exists in the Report Designer.

Key Features of the Properties Section:Why Other Options Are Incorrect?

Report Designer Overview

Official ServiceNow Documentation Reference:

In aServiceNow list view, eachrowrepresents asingle recordfrom the table being viewed.

For example:

In theIncident table (incident), each row representsone Incident record.

In theUser table (sys_user), each row representsone User record.

Each row = A single record

Each column = A field from the record

A. A filter

Filters are used tonarrow down resultsbut do not define what each row represents.

C. A table

The table contains multiplerecords, but eachrow only represents one record.

D. A field

Fields representindividual attributesof a record (e.g., "Priority" or "Category"), but a rowcontains multiple fieldsthat make up a record.