ServiceNow Updated CSA Exam Questions and Answers by imran

In ServiceNow, a useronlysees modules and records they have permission for, based onroles and group memberships. If an IT user can only seeSelf-Service, it's likely because theylack the required rolesfor IT tasks.

B. His user account does not belong to any groups that contain the ITIL role

TheITIL roleis assigned viauser groups(e.g., "Service Desk," "IT Support").

If the user is not in anITIL role group, theywill notsee IT-related modules.

D. His user account does not have the ITIL role

TheITIL role (itil)is required to accessIncidents, Changes, Tasks, and Service Catalog Management.

Without it, the useronlyseesSelf-Serviceoptions (e.g., requesting services, reporting issues).

A. His user account failed LDAP authentication

If LDAP authentication failed, the userwould not be able to log in at all.

The issue here isrole-based access, not authentication.

C. His user account was not approved by his manager

User approval may be required for account creation, butit does not affect role permissions.

E. His user account is not logged in properly

If the user was not logged in properly, theywould not see any homepage at all.

The issue here islimited access due to missing roles.

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:

When an item isordered from the Service Catalog, two main records are created in ServiceNow:

sc_req_item(Requested Item - RITM)

Representseach individual itemin the order.

Tracks the approval process, fulfillment, and delivery for that specific item.

sc_task(Service Catalog Task - SCTASK)

Used toassign workto different fulfillment teams (e.g., IT, HR).

A singlesc_req_itemmay generate multiplesc_taskrecords.

A user orders aMacBook Profrom the Service Catalog.

ARequest (REQ#)is created.

ARequested Item (RITM#)is generated to track the MacBook order.

One or moreService Catalog Tasks (SCTASK#)are created for fulfillment (e.g., Procurement, Shipping).

C. A change record

Change records (chg_request) are created only if thecatalog item is linked to Change Management, which is not always the case.

D. An Incident record

Incidents (incident) are created forissues or break/fix cases, not for service requests.

E. A problem record

Problem records (problem) are used forroot cause analysis, not service catalog requests.

In ServiceNow, theDictionaryis the component that definesevery table and fieldin the system.

Itstores metadataabout every table and field.

It contains details likedata type, field properties, default values, and relationships.

It is managed through thesys_dictionarytable.

If you navigate toSystem Definition > Dictionary, you can view and edit field properties for any table.

The Dictionary defineswhether a field is mandatory, read-only, or referenceable.

A. Data Atlas– Not a valid ServiceNow concept.

B. Table Class Manager– Managestable extensions and inheritance, but does not define individual fields.

C. Schema– Refers to theoverall structure of a database, but in ServiceNow, theDictionarymanages table and field definitions.

E. Field Map– Used fordata imports and transformations, not for defining tables and fields system-wide.

ServiceNow Dictionary Overview

ServiceNow CSA Training Module:"Understanding Tables and Fields"

What is the Dictionary in ServiceNow?Example:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation: