ServiceNow Updated CSA Exam Questions and Answers by amora

In ServiceNow, Tags are used to categorize, flag, and quickly locate records within the system. Tags help users organize records for easy retrieval and filtering.

User-created or system-defined tags allow for custom categorization of records.

Tags can be applied to any record, such as incidents, changes, knowledge articles, or tasks.

Users can filter records based on tags for quick access.

Tags are personal (for individual users) or global (shared across users).

Incident Management:

A user can tag "High Priority" incidents for quick reference.

Knowledge Base Articles:

Articles related to password reset can be tagged as "Password Issues" for easier searchability.

Service Catalog Requests:

Users can tag frequently used catalog items as "Common Requests".

Key Features of Tags in ServiceNow:Example Use Cases of Tags:

Tags categorize and organize records, making them easy to find.

They act as custom labels that help users filter and retrieve records efficiently.

They are built-in features in ServiceNow and can be managed from the Tag Management module.

Why "C. Tags" is the Correct Answer?

A. Search – Incorrect

The Search function helps users find records but does not categorize or flag them.

B. Favorites – Incorrect

Favorites allow users to bookmark frequently accessed modules and reports, but they do not categorize records.

D. Bookmarks – Incorrect

Bookmarks are not a native ServiceNow feature for categorizing records; Favorites serve this function instead.

Explanation of Incorrect Options:

ServiceNow Docs: Using Tags to Organize Records

ServiceNow CSA Study Guide – Navigating and Searching in ServiceNow

ServiceNow Product Documentation: Managing and Filtering Tagged Records

References from Certified System Administrator (CSA) Documentation:

In ServiceNow (and databases in general), data is stored in tables, which consist of:

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

Rows (Records): Represent individual entries in 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

A record 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:

In ServiceNow, Data Policies are rules that enforce data consistency by ensuring that specific fields meet certain conditions before being saved to the database. They apply to all data operations, including form submissions, web services, and data imports.

Work at the server-side level, ensuring data integrity before it is stored.

Can make fields mandatory or read-only across different interfaces (e.g., forms, API calls, imports).

Unlike UI Policies, which apply only to forms, Data Policies apply to all data transactions, including integrations and imports.

Help maintain data quality and consistency across the system.

Making a Field Mandatory:

Ensure that the "Short Description" field is always filled before saving an Incident.

Enforcing a Read-Only Field:

Prevent users from modifying the "Created Date" field.

Standardizing Data on Import:

When importing employee data, ensure that the "Department" field is always set and not left blank.

Data Policies ensure data accuracy and integrity before it is stored.

They apply to forms, web services, import sets, and background processes.

They help organizations maintain standardized and structured data.

A. Data Policies enforce security – Incorrect

Security is enforced using Access Control Lists (ACLs), not Data Policies.

B. Data Policies standardize data in Update Sets – Incorrect

Update Sets track configuration changes, not data validation.

D. Data Policies apply to lists to standard data – Incorrect

Data Policies do not specifically target lists; they enforce rules at the database level.

ServiceNow Docs: Data Policies Overview

ServiceNow CSA Study Guide – Data Policies vs. UI Policies

ServiceNow Product Documentation: Enforcing Data Consistency with Data Policies

Key Features of Data Policies:Example Use Cases of Data Policies:Why "C. Data Policies enforce data consistency" is the Correct Answer?Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

In ServiceNow, the Task [task] table is a core table that provides a set of standard fields used by multiple tables that extend it, including:

Incident [incident]

Problem [problem]

Change Request [change_request]

Service Request [sc_request]

These tables inherit fields from the Task table, ensuring consistency in assignments, state management, and workflows.

Standard Fields:

Assigned To

Assignment Group

Priority

State

Created By / Updated By

Short Description / Description

Extensibility:

The Incident, Problem, and Change tables all extend the Task table, inheriting its fields.

Developers can add additional fields while keeping core task properties intact.

The Task table is the primary table for work-related records in ServiceNow.

It standardizes fields across multiple ITSM modules.

B. Assignment [assignment] → ❌ Incorrect

There is no standard "Assignment" table in ServiceNow.

Assignments are managed through the Task table via the Assigned To and Assignment Group fields.

C. Service [service] → ❌ Incorrect

There is no generic "Service" table that acts as a core table for ITSM processes.

Service-related items are stored in different tables, such as cmdb_ci_service (for service records).

D. Workflow [workflow] → ❌ Incorrect

The Workflow table is used for managing automated workflows and does not store task-related records.

Key Features of the Task Table:Why is "A. Task [task]" the Correct Answer?Why the Other Options Are Incorrect?

ServiceNow Docs: Task Table Overviewhttps://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/incident-management/concept/task-table.html

References from Certified System Administrator (CSA) Documentation:This confirms that the Task table is the core table that extends to Incident, Problem, and other related tables.