ServiceNow Updated CSA Exam Questions and Answers by taron

Themain UI components of the ServiceNow platformare designed to provide a structured and user-friendly experience for interacting with the system. These core UI elements include:

Banner Frame– Displays key information such as the logo, user profile, settings, and global search.

Application Navigator– Provides access to different modules and applications within ServiceNow.

Content Frame– Displays the main content area where users interact with forms, lists, and dashboards.

A. Banner Navigator– Incorrect terminology; the correct term isBanner Frame.

C. Application Frame– No such UI component exists in ServiceNow.

E. Content Menu– This is not a primary UI component; the correct term isContent Frame.

Why Other Options Are Incorrect:

ServiceNow Documentation:User Interface Overview

CSA Exam Guide:CoversBanner Frame, Application Navigator, and Content Frameas the three primary UI components.

Reference from CSA Documentation:Thus, the correct answer is:

B. Banner Frame, D. Application Navigator, F. Content Frame

In ServiceNow,rolesdefine the level of access a user has within an instance.Roles are stored in thesys_user_roletable.

Definition of a Role:

Aroleis a collection ofpermissionsthat grant access to different parts of the system.

Example:Theadminrole grants full access, while theitilrole allows incident management access.

sys_user_role Table:

This tablestores role recordsand their associated metadata.

Every role has aunique sys_id, aname, and may be associated withparent roles(role inheritance).

Users are linked to roles through thesys_user_has_roletable.

How Roles Work in ServiceNow:

A user assigned a role gainsall the permissionsassociated with that role.

Roles can behierarchical(one role can inherit permissions from another).

Example:Theitil_adminrole includes all the permissions of theitilrole, plus additional privileges.

Key Details About Roles and sys_user_role Table:Why Option D (sys_user_role) Is Correct?sys_user_role→ The correct table where roles are recorded in ServiceNow.

Why Other Options Are Incorrect?A. sys_user→ Incorrect; this table stores user records, not roles.

B. sys_user_profile→ Incorrect; this table does not exist in ServiceNow.

C. sys_user_record→ Incorrect; this is not a valid table in ServiceNow.

ServiceNow Docs – Roles and Role Managementhttps://docs.servicenow.com

ServiceNow Table Schema – sys_user_role

ServiceNow Developer Portal – Role Hierarchy & Best Practices

References from Certified System Administrator (CSA) Documentation:

InServiceNow,Dot-Walkingis a technique used to retrieve information fromreferenced fields across different tables. It allows users to access data stored inrelated records without writing complex scripts.

When a field references another table,dot notation (.)is used totraversethe relationship and retrieve additional information from the referenced table.

It works informs, lists, reports, workflows, business rules, and scripts.

How Dot-Walking Works:Example 1: Retrieving User Information from an Incident RecordLet's say we have anIncidenttable where thecaller_idfield references theUser (sys_user) table.

If we need to retrieve the caller’semail address, we use:

caller_id.email

Here’s how it works:

caller_id→ References thesys_usertable

email→ Retrieves theemail field from the sys_user record

Example 2: Retrieving Department Name of an Incident CallerTo get thedepartmentof the caller, we use:

caller_id.department.name

caller_id→ References theUser table

department→ References theDepartment table

name→ Retrieves thedepartment name

(A) Table-Walking – Incorrect

There isno such termas "Table-Walking" in ServiceNow.

The correct term for referencing related fields isDot-Walking.

(B) Sys_ID Pulling – Incorrect

Thesys_idis a unique identifier for each record in ServiceNow, butpulling sys_ids alone does not retrieve referenced field data.

Dot-Walking allows access to fields in related tables, not just the sys_id.

(C) Dot-Walking – Correct

Dot-Walking is the correct techniqueused in ServiceNow to access referenced fields across tables.

It is used in scripting, reporting, workflows, Business Rules, and UI Policies.

(D) Record-Hopping – Incorrect

There isno such featureas "Record-Hopping" in ServiceNow.

The correct method for referencing data in related tables isDot-Walking.

Explanation of Each Option:

Dot-Walking reduces the need for complex queriesand makes scripting easier.

Use it in filters, reports, and workflowsto dynamically retrieve related data.

Limit excessive Dot-Walking in large tablesto avoid performance issues.

Alternative for scripts: If Dot-Walking does not work in advanced scripts, use GlideRecord queries to retrieve referenced records manually.

Additional Notes & Best Practices:

ServiceNow Docs: Understanding Dot-Walking

https://docs.servicenow.com

ServiceNow Community: Best Practices for Dot-Walking

https://community.servicenow.com

References from Certified System Administrator (CSA) Documentation:

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 acolumn headingto access the context menu.

SelectBar Chart, Pie Chart, or other visualization optionsto generate an instant report.

If needed, refine the report using the reporting interface.

TheView / Run moduleis the primary location for creating and managing reports in ServiceNow.

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

Users can access theReport Designerfrom 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 toReports > View / Runin the Application Navigator.

ClickCreate a Reportto 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)

TheMetrics modulein ServiceNow is used to track and measure the performance of records over time, but it isnot used to create reports.

Metrics focus on data such astime 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 dedicatedStatistics modulefor report creation.

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