[Jun-2026] Free CSA Exam Questions CSA Actual Free Exam Questions
Verified CSA dumps and 518 unique questions
To earn the ServiceNow CSA certification, candidates must pass the exam, which is administered by ServiceNow. CSA exam can be taken online, and there are no prerequisites to take the exam. However, candidates are advised to have at least six months of experience in ServiceNow administration before taking the exam.
ServiceNow CSA certification exam covers a broad range of topics, including user interface, security and access control, notifications and reporting, data management, and integrations. Professionals who hold the ServiceNow CSA certification have demonstrated that they possess the skills and knowledge necessary to manage and configure ServiceNow instances to meet the needs of their organizations. They have a deep understanding of the ServiceNow platform and can effectively administer and maintain it. The ServiceNow CSA certification is an essential step for those seeking a career in ServiceNow administration.
NEW QUESTION # 40
What needs to be specified, when creating a Business Rule? (Choose four.)
- A. Table
- B. Application scope
- C. Fields to update
- D. Condition to evaluate
- E. UI action
- F. Script to run
- G. Update set
- H. Who can run
- I. Timing
Answer: A,D,F,I
Explanation:
A Business Rule in ServiceNow is a server-side script that executes when records are inserted, updated, deleted, or queried in a specified table. Business Rules allow automation and customization of workflows by defining logic that runs under specific conditions.
Key Elements to Specify When Creating a Business Rule:
Table (B) - ✅ Correct
A Business Rule must be associated with a specific table where it will execute (e.g., Incident, Change, Task).
This determines which records the rule applies to.
Script to Run (E) - ✅ Correct
A script must be provided when defining advanced logic in a Business Rule.
Business Rules use server-side JavaScript to perform various actions, such as setting field values, enforcing validation, or triggering workflows.
Timing (H) - ✅ Correct
The execution timing of a Business Rule determines when it runs relative to a database transaction.
Business Rules can run:
Before (before record is saved)
After (after record is saved)
Async (after the transaction completes)
Display (when a form loads)
Condition to Evaluate (I) - ✅ Correct
Conditions define when the Business Rule should execute based on specific criteria.
Example: A Business Rule might run only when the priority is set to High.
Incorrect Options:
A . UI Action ❌ (Incorrect)
UI Actions (buttons, links, context menus) are separate from Business Rules and are used for UI customization.
C . Fields to update ❌ (Incorrect)
While Business Rules can update fields, you do not specify "fields to update" as a required setting. Instead, updates are made via scripts within the rule.
D . Who can run ❌ (Incorrect)
Business Rules always run on the server-side and do not require user-specific execution settings.
F . Application Scope ❌ (Incorrect)
Although Business Rules belong to an application scope, this is automatically determined based on the current application.
G . Update Set ❌ (Incorrect)
Business Rules are captured in an Update Set, but this is not a configuration setting while creating the rule.
Official Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Business Rules Overview:
https://docs.servicenow.com/bundle/utah-application-development/page/script/server-scripting/concept/business-rules.html Creating Business Rules:
https://docs.servicenow.com/en-US/bundle/utah-application-development/page/script/server-scripting/task/t_CreateABusinessRule.html
NEW QUESTION # 41
Access controls are evaluated in this order:
1. Match object against table ACL
2, Match the object against field ACL
Within step 1 above, what order are the table ACLs evaluated?
- A. Top to bottom: Wildcard Table ACL, Parent Table ACL, Table ACL
- B. General to specific: Table ACL, Table.Field ACL, Parent Table, Field ACL
- C. Specific general: Table ACL, Parent Table ACL, Wildcard (*) ACL
- D. Specific to general: Table.Field ACL, Parent Table.Field ACL, *.Field ACL
- E. Bottom to top: Table ACL. Table.Field ACL, Parent Table. Field ACL
Answer: C
Explanation:
In ServiceNow, Access Control Rules (ACLs) determine whether a user can access a specific record, table, or field.
When evaluating table ACLs, ServiceNow follows a specific-to-general approach:
First, it checks the most specific ACL (Table ACL)
Example: If the table is incident, ServiceNow first checks ACLs for incident.
Then, it checks the Parent Table ACL (if the table is inherited)
Example: Since incident extends task, it will check ACLs for task.
Finally, it checks the Wildcard ACL (* ACL)
If no specific or parent table ACL is matched, ServiceNow checks for a wildcard ACL (*.read, *.write, etc.).
Order of ACL Evaluation:
Specific Table ACL (e.g., incident.read)
Parent Table ACL (e.g., task.read)
Wildcard ACL (e.g., *.read)
This ensures granular access control, giving priority to more specific rules before applying broader permissions.
Incorrect Answer Choices Analysis:
*A. Specific to general: Table.Field ACL, Parent Table.Field ACL, .Field ACL
❌ Incorrect - Field ACLs are evaluated after table ACLs. This option confuses table and field evaluation.
B . Bottom to top: Table ACL, Table.Field ACL, Parent Table.Field ACL
❌ Incorrect - The correct order is Table ACL → Parent Table ACL → Wildcard ACL, not Table.Field ACL order.
C . General to specific: Table ACL, Table.Field ACL, Parent Table, Field ACL
❌ Incorrect - ServiceNow applies specific ACLs first, not general ones.
D). Top to bottom: Wildcard Table ACL, Parent Table ACL, Table ACL
❌ Incorrect - Wildcard ACLs are evaluated last, not first.
Official ServiceNow Documentation Reference:
ServiceNow Docs - Access Control Evaluation Order
📖 Access Control Rules
ServiceNow Community - ACL Best Practices
📖 Understanding ACL Processing
NEW QUESTION # 42
How are Workflows moved between instances?
- A. Workflows cannot be moved between instances
- B. Workflows are moved using Application Sets
- C. Workflows are moved using Transform Maps
- D. Workflows are moved using Update Sets
Answer: D
Explanation:
Workflows in ServiceNow are typically moved between instances using Update Sets. Update Sets serve as a mechanism for capturing customizations and migrating them across different environments, such as Development (Dev) → Test → Production (Prod).
How Update Sets Work for Workflows?
Recording Customizations:
When a workflow is modified or created, its changes are recorded in an Update Set if the Update Set is active.
Capturing Related Records:
Workflows consist of multiple components (e.g., activities, conditions, transitions).
Update Sets capture the Workflow Version and associated Workflow Activities.
Exporting and Importing:
The Update Set containing the workflow is exported from the source instance (e.g., Dev).
It is then imported into the target instance (e.g., Test or Prod).
Commit the Update Set:
After import, the Update Set must be reviewed and committed to apply the changes in the target instance.
Why Other Options Are Incorrect?
B . Workflows are moved using Transform Maps ❌
Incorrect: Transform Maps are used for importing and mapping data from external sources into ServiceNow tables, not for migrating configurations like workflows.
C . Workflows are moved using Application Sets ❌
Incorrect: There is no such thing as "Application Sets" in ServiceNow. However, Applications (Scoped Apps) can be moved using Application Repositories (App Repo) or Update Sets, but this is different from standard Workflow migration.
D . Workflows cannot be moved between instances ❌
Incorrect: Workflows can be moved using Update Sets, and in scoped applications, they can also be packaged with the application.
Reference from ServiceNow CSA Documentation:
ServiceNow Product Documentation - Update Sets
Update Sets Overview
Moving Customizations Using Update Sets
ServiceNow Workflows
Workflow Management
NEW QUESTION # 43
When you need to orchestrate business processes across services with little technical user knowledge, which utility would you use?
- A. Flow Manager
- B. Workflow Designer
- C. Flow Editor
- D. Workflow Editor
- E. Flow Designer
Answer: C
Explanation:
Reference:
https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/orchestration/reference/r-orchestrat
NEW QUESTION # 44
Which of the following is used to categorize, flag, and locate records?
- A. Favorites
- B. Bookmarks
- C. Search
- D. Tags
Answer: D
NEW QUESTION # 45
Which statement correctly describes the differences between a Client Script and a Business Rule?
- A. A Client Script executes before a record is loaded and a Business Rule executes after a record is loaded
- B. A Client Script executes before a record is loaded and a Business Rule executes after a record is updated
- C. A Client Script executes on the server and a Business Rule executes on the client
- D. A Client Script executes on the client and a Business Rule executes on the server
Answer: D
Explanation:
Reference:
https://community.servicenow.com/community?id=community_question&sys_id=77a80361db5cdbc01dcaf3231
NEW QUESTION # 46
An order for new office equipment has Men placed through the Service Catalog. How would you view the lists of requests after the orders have Men placed?
- A. All > Service Catalog > Open Records > Items
- B. All > Service Catalog > Requests
- C. All > Tables and Columns > Taste
- D. In the Navigation Filter, type 'requests. Let' and press the Enter key.
Answer: A
NEW QUESTION # 47
An IT manager is responsible for the Network and Hardware assignment groups, each group contains 5 team members. These team members are working on many tasks, but the manager cannot see any tasks on the Service Desk > My Groups Work list. What could explain this?
- A. The Assignment Group manager field is empty.
- B. The manager does not have the itil role.
- C. The manager is not a member of the Service Desk group.
- D. The manager is not a member of the Network and Hardware groups.
- E. The Service Desk > My Groups Work list shows active work tasks that are not yet assigned.
Answer: E
Explanation:
In ServiceNow, the"Service Desk > My Groups Work"module is designed to display tasks assigned to a groupbut not yet assigned to an individual user.This means that even if an IT manager oversees theNetworkandHardwareassignment groups, they will not see any tasks in this listif all tasks have already been assigned to specific individualswithin the group.
Let's break down whyoption Ais the correct answer and why the other options are incorrect:
The"My Groups Work"list only shows tasks that are assigned to thegroupbut have not been assigned to a specificindividualwithin the group.
If all tasks are assigned to specificteam members, then the manager will not see any tasks in this list.
The IT manager can verify this by navigating to theTask List(e.g., Incidents, Changes, or Requests) and filtering by theNetworkandHardwareassignment groups.
Explanation for Correct Answer (A):
Theitil roleallows users toview, create, update, and resolve incidents, changes, problems, and other ITSM tasks.
However, not having this role wouldrestrict accessto various ITSM functionalities, but itdoes notimpact whether tasks appear inMy Groups Work.
If the manager lacks theitilrole, they might have trouble accessing or modifying tasks, but this wouldn't explain why they don't see anything in the list.
TheService Desk groupis a separate entity in ServiceNow, typically associated with incident handling and user support.
TheMy Groups Workmodule isnot restricted to the Service Desk group-it displays work assigned toany groupthe user belongs to.
Since the manager is responsible for theNetwork and Hardwaregroups, being part of theService Deskgroup is irrelevant.
If the manager wasnot a memberof these groups, they wouldn't seeany group-related tasksat all.
However, the question states that the manager isresponsible for these groups, so it's reasonable to assume they are either a member or at least agroup managerwith visibility.
Even if they were just a manager and not an officialgroup member, they would still be able to see the tasks assigned to the groups.
TheAssignment Group managerfield is an informational field that indicates who manages a group.
This fielddoes not controlwhat is displayed in theMy Groups Workmodule.
Even if this field were empty, it wouldn't prevent a manager (who is a group member) from seeing unassigned tasks.
Explanation for Incorrect Answers:(B) The manager does not have the itil role.(C) The manager is not a member of the Service Desk group.(D) The manager is not a member of the Network and Hardware groups.
(E) The Assignment Group manager field is empty.
ServiceNow CSA Guide - User Interface and Navigation
ServiceNow ITSM Fundamentals - Incident and Task Management
ServiceNow Role-Based Access Controls and Group Management
ServiceNow KB Articles - My Groups Work Module
References to Official Certified System Administrator (CSA) Documentation:
NEW QUESTION # 48
Which one of the following statements describes a characteristic of role assignment?
- A. Each user has a role in the ServiceNow platform
- B. A role is granted to a user by the System Administrator
- C. Roles can contain other roles, when you are assigned a role, you inherit all the roles within that role
- D. Users can click on the Personalize Role feature to try different roles
Answer: C
Explanation:
InServiceNow Role Management, aroleis a collection ofpermissionsthat control what users can see and do within the platform.
Role Hierarchy (Role Inheritance)
Rolescan contain other roles(known asnested roles).
When a user is assigned aparent role, theyinherit all child roleswithin it.
Example:
TheITIL roleincludesincident_managerandproblem_managerroles.
AssigningITILto a userautomatically grants them all the permissions of the included roles.
Roles Are Assigned by Administrators
Typically, roles are assigned by aSystem Administratoror an authorized user.
Role-Based Access Control (RBAC)
ServiceNow usesRBACto control access to applications, records, and actions.
B: Users can click on the Personalize Role feature to try different roles Incorrectbecause userscannot manually switch rolesunless they have theimpersonation privilege.
C: A role is granted to a user by the System Administrator
Partially correct, butnot the best answerbecause rolescan also be assigned via groupsor automated processes, not just by a System Administrator.
D: Each user has a role in the ServiceNow platform
Incorrectbecause not all usersmust have a role.
Example:A self-service user can access the systemwithouthaving any specific role.
ServiceNow Docs: Role-Based Access Control (RBAC)https://docs.servicenow.com/en-US/bundle/utah- platform-administration/page/administer/roles/reference/r_RBAC.html ServiceNow CSA Official Training Guide (User & Role Management) Key Characteristics of Role Assignment:Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms thatroles can contain other roles, and when a user is assigned a role, they inherit all roles within it.
NEW QUESTION # 49
What framework can be used to manage the tables and Cis associated with a use case?
- A. CI Use Case Modeler
- B. Scename Dashboard
- C. CMDB Use Case Modelar
- D. Common Service Date Model (CSDM) product view
Answer: C
Explanation:
TheCMDB Use Case Modeleris aframework in ServiceNowthat helpsmanage tables, Configuration Items (CIs), and relationshipsin theCMDBbased onspecific use cases.
Manages Tables and CIs for Specific Use Cases
Helpsorganizations align their CMDB with business needs.
Providesvisual modeling toolstostructure tables and relationships.
Supports CMDB Best Practices
Ensuresdata integrity, compliance, and governancein CMDB.
Helpsoptimize CMDB for ITSM, ITOM, and ITAM use cases.
Facilitates CMDB Implementation and Maintenance
Simplifies the process ofdefining relationships between CIs.
Enablesvisualization of how CIs interact within business services.
Why "CMDB Use Case Modeler" is the Correct Answer?
A: Common Service Data Model (CSDM) product viewIncorrect-CSDM is a frameworkfor structuring CMDB data butdoes not include a modeling toollike the CMDB Use Case Modeler.
B: Service DashboardIncorrect- No such featuredirectly manages tables and CIsfor a use case.
D: CI Use Case ModelerIncorrect- No standard"CI Use Case Modeler"exists in ServiceNow.
Incorrect Answer Choices Analysis:
ServiceNow Docs - CMDB Use Case Modeler#Understanding CMDB Use Case Modeler ServiceNow Docs - CSDM vs CMDB Use Case Modeler#How CMDB Aligns with CSDM Official ServiceNow Documentation References:
NEW QUESTION # 50
What module do you use to access the reports that are available to you?
- A. Reports > Homepage
- B. Report > Overview
- C. Report > View /Run
- D. Self-Service>My Reports
Answer: C
Explanation:
Toaccess reportsin ServiceNow, users navigate to:
#Reports > View / Run
Displaysall reports availableto the user.
Allowsrunning, modifying, and creating new reports(if permissions allow).
Users canfilter reports by category(e.g., incidents, requests, changes).
Key Features of "View / Run" Module:
B: Reports > Homepage #Incorrect
No such module named "Reports > Homepage."
C: Self-Service > My Reports #Incorrect
TheSelf-Service moduleis primarily for end users, not for accessing platform-wide reports.
D: Report > Overview #Incorrect
"Overview" providesreporting summariesbut does not list all available reports.
Why Other Options Are Incorrect?
Running and Managing Reports
Official ServiceNow Documentation Reference:
NEW QUESTION # 51
Access controls are evaluated in this order:
1. Match object against table ACL
2, Match the object against field ACL
Within step 1 above, what order are the table ACLs evaluated?
- A. Top to bottom: Wildcard Table ACL, Parent Table ACL, Table ACL
- B. General to specific: Table ACL, Table.Field ACL, Parent Table, Field ACL
- C. Specific general: Table ACL, Parent Table ACL, Wildcard (*) ACL
- D. Specific to general: Table.Field ACL, Parent Table.Field ACL, *.Field ACL
- E. Bottom to top: Table ACL. Table.Field ACL, Parent Table. Field ACL
Answer: C
NEW QUESTION # 52
What is the purpose of a Related List?
- A. To create a one-to-many relationship
- B. To present related records
- C. To dot-walk to a core table
- D. To present related fields
Answer: B
Explanation:
A Related List in ServiceNow is used to display records from other tables that are related to the current record. It helps users view and manage associated records without navigating away from the main record they are working on.
Key Features of Related Lists:
Related Lists appear at the bottom of a form view.
They display records from tables that have a relationship (via reference fields, many-to-many relationships, or database joins) with the current table.
Users can add, remove, or modify related records directly from the Related List, depending on their permissions.
Why "D. To present related records" is the correct answer?
Related Lists show records from another table that have a relationship with the current record. For example:
An Incident record may have a Related List showing all Tasks associated with it.
A User record may have a Related List displaying Group Memberships.
A Change Request record may have a Related List displaying all related CI (Configuration Items).
Explanation of Incorrect Options:
Option A: "To create a one-to-many relationship" - Incorrect. While Related Lists often display one-to-many relationships, they do not create them. Relationships are defined through reference fields, many-to-many tables, or database joins.
Option B: "To dot-walk to a core table" - Incorrect. Dot-walking allows users to access related fields from referenced records, but it is not the purpose of a Related List.
Option C: "To present related fields" - Incorrect. Related Lists display related records, not just individual fields. Related fields can be accessed using dot-walking or reference fields but are not the same as Related Lists.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Product Documentation - Related Lists
ServiceNow CSA Study Guide - Configuring Forms and Lists
ServiceNow Docs: Relationships in Tables
NEW QUESTION # 53
Here is an example of the criteria set for a knowledge base:
* Companies: ACME North America
* Department: HR
* Groups: ACME Manager
* Match All: Yes
In this example, what users would have access to this knowledge base?
- A. Member of the ACME Manager group, and HR department, regardless of geography
- B. Users which are members of either ACME North America, or HR Department, or ACME Manager Group
- C. Employees of ACME North America, who are members of HR Department or the ACME Manager group
- D. Members of the ACME manager group, who are also members of HR Department and part of the ACME North America
Answer: D
NEW QUESTION # 54
Which is the most efficient way to move large amounts of data between instances?
- A. Export to Data Package
- B. Update Sets
- C. Export to XML
- D. Export to Zip
Answer: C
NEW QUESTION # 55
What ServiceNow tables can Administrators define as "destinations" for imported data, when using Transform Maps in the System Import Sets application?
- A. Any ServiceNow table can be a destination for imported data in the Transform Map module
- B. The Incident. Problem. Change, Task, and Service Catalog tables are the only tables that can be a destination for imported data m the Transform Map module
- C. Only the Incident Problem, and Change tables can be a destination for imported data in the Transform Map module
- D. The Task table is the only table that can be a destination for imported data in the Transform Map module
Answer: A
Explanation:
In ServiceNow's System Import Sets, administrators can import data from external sources (such as CSV, Excel, or databases) into any table within the platform using Transform Maps.
Key Points About Transform Maps & Data Import:
A Transform Map defines how data from an Import Set table is mapped to fields in a target table (destination table).
Administrators can select any table in the system as the destination, including both standard and custom tables.
The destination table is not limited to Task-related tables (Incident, Problem, Change, etc.).
Users can also apply coalesce rules to determine if records should be updated or inserted during the transformation.
Why is "D. Any ServiceNow table" the Correct Answer?
ServiceNow allows administrators to select any table as the destination when setting up a Transform Map.
This includes standard ITSM tables (Incident, Problem, Change, Task, Service Catalog) as well as custom tables created by administrators.
There are no restrictions on which table can be a destination.
Why the Other Options Are Incorrect?
A . "The Task table is the only table that can be a destination" → Incorrect The Task table is widely used, but it is not the only table that can receive imported data.
B . "Only Incident, Problem, Change, Task, and Service Catalog tables can be destinations" → Incorrect These are common ITSM tables, but any table in the system can be selected as a destination.
C . "Only the Incident, Problem, and Change tables can be destinations" → Incorrect This is too restrictive because other tables, including custom ones, can also be used.
How to Configure a Transform Map in ServiceNow?
Navigate to: System Import Sets > Create Transform Map
Select the Import Set Table as the source.
Choose any available table in ServiceNow as the destination.
Define field mappings between the source and target table.
Configure coalesce rules to update or insert records.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs: Creating and Using Transform Maps
https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/import-sets/concept/c_TransformMap.html ServiceNow CSA Official Training Guide (Import Sets & Data Management) This confirms that any ServiceNow table can be a destination table for imported data when using Transform Maps in System Import Sets.
NEW QUESTION # 56
......
ServiceNow CSA certification is a valuable credential for IT professionals who want to demonstrate their expertise in ServiceNow administration. It is a comprehensive exam that covers a wide range of topics related to the ServiceNow platform, and it is recognized by employers worldwide as a standard of excellence in IT service management. To prepare for the exam, candidates should have a thorough understanding of the ServiceNow platform and its various components, as well as experience in configuring and customizing ServiceNow instances. ServiceNow offers a range of training courses and study materials to help candidates prepare for the exam.
Latest 100% Passing Guarantee - Brilliant CSA Exam Questions PDF: https://www.testkingfree.com/ServiceNow/CSA-practice-exam-dumps.html
CSA Dumps for Pass Guaranteed - Pass CSA Exam: https://drive.google.com/open?id=1OmmcoUl0ovWPWgoBXJzievi47IqhLxhZ