CertArea
All ServiceNow exams

Free ServiceNow Certified System Administrator (CSA) practice test: 30 questions with answers

30 original questions for ServiceNow Certified System Administrator (CSA), drawn from every topic area. Answer each one to see whether you got it right and why. No sign-up.

Free questions
30
Full bank
112 questions

ServiceNow Certified System Administrator (CSA) exam guide: topics, cost and format

All 30 ServiceNow Certified System Administrator (CSA) questions with answers

The same questions as the test above, grouped by exam topic. Open any question to see the answer and explanation.

Database Administration (6 questions)

  1. Question 1

    An administrator needs a custom table that inherits the state and assignment fields of the Task table. Which approach does this?

    1. ACreate the table as a related list on the incident form, with no separate table record created
    2. BCreate a table with no parent, then copy the Task table's fields across by hand, one at a time
    3. CCreate the table with Task as its extended parent table in the table configuration
    4. DCreate a database view that joins the Task table with new fields, and save the view as a table
    Show answer and explanation
    Correct answer: C

    Extending the Task table gives the new table the parent's fields, including state and assignment, without copying them. A table with no parent or a copied field list has to be maintained separately. A related list is a display of records, and a view is a query rather than a table that holds records.

  2. Question 2

    A field must store one value from a fixed list of options. Which field type is correct?

    1. AA string field, where users type each value in manually and any spelling is accepted by the form
    2. BA choice field, whose values are defined as a choice list in the dictionary for that field
    3. CA reference field that points to the User table, so that each value is a user record in the system
    4. DA date and time field, which stores each option as a timestamp value for sorting in the lists
    Show answer and explanation
    Correct answer: B

    A choice field restricts values to a choice list defined in the dictionary, which is what a fixed set of options needs. A string field allows any text, a reference field points to records, and a date and time field stores timestamps rather than options.

  3. Question 3

    Which feature controls which users can read or write particular fields and records in a table?

    1. AAccess control lists (ACLs), which evaluate roles and conditions for each read, write and create operation
    2. BClient scripts, which run in the browser to show or hide form fields for each individual user
    3. CBusiness rules, which run server-side scripts when records are inserted, updated or queried
    4. DNotifications, which send emails to users when a record meets the condition set on the trigger
    Show answer and explanation
    Correct answer: A

    Access control lists evaluate roles and conditions for read, write, create and delete operations on tables and fields, so they decide who can access data. Business rules and client scripts change behaviour rather than access, and notifications send messages.

  4. Question 4

    Which statement about a reference field is correct?

    1. AA reference field stores the full text of the related record, so its value does not change when that record is renamed
    2. BA reference field stores the sys_id of the related record, and the displayed value is taken from that record
    3. CA reference field is always mandatory on the form, and the form cannot be configured to make it optional for users
    4. DA reference field can point only to tables in the same application scope and cannot refer to tables in other scopes
    Show answer and explanation
    Correct answer: B

    A reference field stores the sys_id of the related record and displays a value taken from that record, so renames are reflected. It does not store the text of the record, it is not limited to one scope in the way described, and it is not always mandatory.

  5. Question 5

    Which table holds the definition of each field in the instance, including its type and label?

    1. AThe update set table, which lists the configuration changes that have been captured for migration between instances
    2. BThe audit table, which keeps the history of every change made to each record over time in the instance
    3. CThe ACL table, which lists the roles that are required to perform each operation on a record
    4. DThe dictionary, which is stored in the sys_dictionary table and holds the type and label of each field
    Show answer and explanation
    Correct answer: D

    The dictionary, stored in sys_dictionary, defines each field's type, label and attributes. The audit table records changes to records, the ACL table lists access rules, and the update set table records captured configuration for migration.

  6. Question 6

    An administrator wants to see only the records that match a set of conditions in a list, and to save that view for reuse. Which action does this?

    1. ACreating a new table for each set of conditions, so that every saved view is held in its own table
    2. BEditing the underlying table definition to add a condition for each view that the administrator needs
    3. CBuilding a filter with the conditions and saving it as a shared or personal list view for reuse
    4. DExporting the list to a spreadsheet each time the view is needed and filtering the rows there by hand
    Show answer and explanation
    Correct answer: C

    Building a filter and saving it as a list view gives a reusable view of matching records without changing the data model. Separate tables, edits to the table definition and spreadsheet exports each change the data model or move the work out of the platform.

User Interface and Navigation (6 questions)

  1. Question 7

    A user must see a field only when a specific condition is met, without writing any server code. Which feature does this?

    1. AA scheduled job that runs at night to update the field values for the records that match the condition
    2. BAn update set, which bundles the field change so that it can be moved to another instance later on
    3. CAn email notification triggered by the field's value, so that users receive an alert in their inbox
    4. DA UI policy, which shows or hides fields and sets them mandatory based on conditions, without server code
    Show answer and explanation
    Correct answer: D

    A UI policy shows, hides and sets fields as mandatory based on conditions in the browser, and it needs no server code. Scheduled jobs and notifications act on records rather than form display, and update sets move changes between instances.

  2. Question 8

    Which script runs in the browser when a user changes a field value on a form?

    1. AA client script with an onChange event, which runs in the browser when the field's value changes
    2. BA script include, which holds reusable server-side functions that other scripts in the instance can call
    3. CA scheduled script execution, which runs at a set time on the server for all of the matching records
    4. DA business rule, which runs on the server after the record is saved and not in the browser at all
    Show answer and explanation
    Correct answer: A

    A client script with an onChange event runs in the browser when the user changes the field value. Business rules and scheduled scripts run on the server, and script includes are reusable server functions that are called by other scripts.

  3. Question 9

    Which element controls the columns that appear in a list view for a table?

    1. AThe application menu, which lists the modules that a user can open from the navigator on the left
    2. BThe field's default value, which is set in the dictionary and applied to each new record created
    3. CThe workflow canvas, which shows the stages that a record moves through over time in the process
    4. DList layout, which defines the columns displayed in the list for a given table and view
    Show answer and explanation
    Correct answer: D

    List layout defines the columns displayed for a table and view. A default value sets the initial value of a field, the workflow canvas shows process stages, and the application menu lists modules in the navigator.

  4. Question 10

    Which element places a module in the application navigator so that users can open a table, a list or a page?

    1. AA business rule, which runs on the server when a record is inserted into a table in the database
    2. BAn application menu with modules that link to tables, lists or pages, shown in the navigator for users
    3. CA UI macro, which renders the HTML for a small reusable block on a form for display only in the form
    4. DA script include, which contains reusable functions that other scripts can call inside the instance
    Show answer and explanation
    Correct answer: B

    An application menu with modules links to tables, lists or pages, and appears in the navigator for users. Business rules, UI macros and script includes do not add modules to the navigator.

  5. Question 11

    A user wants the incident list sorted with the highest priority at the top. What should the user do?

    1. ASorting the list from the priority column header, and saving the view if it should be used again
    2. BExporting the list to a spreadsheet and sorting it there, then keeping the file for later reference
    3. CEditing the incident table's dictionary to set the sort order for every user across the whole instance
    4. DDeleting the priority column from the list, so that the records appear in creation order instead of priority
    Show answer and explanation
    Correct answer: A

    Sorting from the column header and saving the view gives the user the order they need, and personalisation keeps it for them. Editing the dictionary changes the field for everyone, exporting moves the work away from the platform, and removing the column hides the priority the user wants to see.

  6. Question 12

    Which TWO are valid ways to personalise the experience for one user without changing it for everyone? (Choose two.)

    1. AEditing the system properties to change the layout for every user in the instance at the same time
    2. BPersonalising a list's columns and filters for the individual user
    3. CChanging the platform's core files so that the change applies to all instances of the product
    4. DSetting the user's preferences for the default home page and the favourite lists the user opens
    5. EDeleting the user's account so that the default settings apply to the user from then on
    Show answer and explanation
    Correct answer: B, D

    Personalising list columns and filters, and setting a home page and favourites, apply to the individual user. System properties and core file changes affect everyone, and deleting an account removes the user rather than personalising their view.

Self-Service and Process Automation (6 questions)

  1. Question 13

    A request must be approved by a manager before fulfilment starts. Which feature models this approval?

    1. AA scheduled job that approves every request automatically each Monday morning without any reviewer involved
    2. BAn approval step on the catalog item or in a flow, which records the approver's decision on the request
    3. CAn email notification to the manager, with no record kept in the platform of the decision the manager made
    4. DA business rule that deletes requests that have not been approved within a set number of days after creation
    Show answer and explanation
    Correct answer: B

    An approval step on the catalog item or in a flow requires the manager's decision and records it on the request, which models the approval. Automatic approval, deleting unapproved requests and email alone do not capture a controlled, recorded decision.

  2. Question 14

    A user needs to request new software from a self-service portal. Which ServiceNow element provides this?

    1. AA catalog item in the service catalog, with variables that collect the details needed for the request
    2. BA problem record, which is used to investigate the root cause of recurring incidents across the users
    3. CA change record, which is used only to plan a change to the configuration of the production environment
    4. DA knowledge article about software licensing, which the user reads but cannot use to place a request
    Show answer and explanation
    Correct answer: A

    A catalog item in the service catalog, with variables, lets users request software in a structured way. Problem and change records serve internal processes, and a knowledge article informs but does not accept requests.

  3. Question 15

    Which tool lets an administrator build a multi-step process with triggers, conditions and actions, without writing code?

    1. AUpdate sets, which package configuration changes so that they can be moved to other instances in the organisation
    2. BFlow Designer, which builds flows of triggers, actions and logic for automation without writing any code
    3. CImport sets, which load external data into staging tables before a transform is applied to the records
    4. DAccess control lists, which decide which roles can read or write each record and field in the instance
    Show answer and explanation
    Correct answer: B

    Flow Designer builds multi-step automation with triggers, actions and logic, without code. Update sets move configuration, import sets stage external data, and access control lists manage permissions.

  4. Question 16

    Which trigger starts a flow when a record is created or updated in a table?

    1. AA manual schedule that runs once a year on a fixed date chosen by the administrator in advance
    2. BA record trigger in Flow Designer on the table, with conditions on the fields that have changed
    3. CA catalog variable, which only collects the values entered into the request form by the requester
    4. DA client script that runs only when the user opens the list view of the table in the browser
    Show answer and explanation
    Correct answer: B

    A record trigger in Flow Designer starts the flow when records are created or updated, optionally with conditions on the changed fields. A yearly schedule, a catalog variable and a list-view client script do not respond to record changes.

  5. Question 17

    A task must be assigned automatically to the group that handles its category. Which feature does this?

    1. AA reference qualifier that filters the groups shown on a form, so that the user picks one from the list
    2. BA notification template that includes the group's name, which emails the members when a record is created
    3. CA UI policy that hides the group field from users on the form for every category of work in the instance
    4. DAn assignment rule or assignment lookup rule that sets the group from the record's conditions automatically
    Show answer and explanation
    Correct answer: D

    Assignment rules and assignment lookup rules set the group from the record's conditions, which routes the task automatically. A reference qualifier filters a choice for a user rather than assigning it, notifications inform people, and a UI policy hides a field without assigning anything.

  6. Question 18

    Which TWO are valid ways to reduce manual effort in a ServiceNow process? (Choose two.)

    1. ARequiring a person to reassign every task by hand after its creation, to keep control of the queue
    2. BAutomating routine routing and approvals with assignment rules and flows
    3. CSending every notification to every user in the instance, so that nobody misses an update that matters
    4. DDeleting approval steps so that every item goes straight to the team without any review at all
    5. EUsing catalog variables with default values, so that users need to enter less information each time
    Show answer and explanation
    Correct answer: B, E

    Automating routing and approvals, and using variables with defaults, reduce the number of manual steps and the information users must enter. Manual reassignment adds work, mass notifications create noise, and deleting approvals removes controls rather than reducing effort.

Collaboration (6 questions)

  1. Question 19

    Which feature lets users discuss a record and see the updates about it in one place?

    1. AThe configuration item table, which stores the hardware and software records of the organisation
    2. BThe service catalog, which lists the items that users can request from the self-service portal
    3. CThe knowledge base, which stores articles that users can search for answers and guidance on issues
    4. DActivity stream and the record's work notes and comments, which show the updates and discussion
    Show answer and explanation
    Correct answer: D

    The activity stream with work notes and comments shows updates and discussion on a record in one place. The configuration item table, service catalog and knowledge base hold other kinds of records and content.

  2. Question 20

    A user wants a colleague to be notified about a work note. Which syntax does this?

    1. ATyping @ followed by the colleague's user name in the note, so that the mention notifies the colleague
    2. BTyping the colleague's email address inside square brackets, which the system cannot read as a mention at all
    3. CUsing a forward slash followed by the colleague's group name, which posts the note to every member of that group
    4. DAttaching the colleague's record to the note as a file, which emails the record to the colleague directly
    Show answer and explanation
    Correct answer: A

    Mentioning a user with @ followed by the user name notifies that person about the note. Square brackets and attachments do not produce a mention, and a forward slash does not address one colleague.

  3. Question 21

    Users want to chat directly with a colleague from within ServiceNow. Which platform feature supports this?

    1. AEmail notifications set to send every update, which the colleague reads later in their email inbox
    2. BA scheduled job that posts the status of each open task to a shared channel once every single day
    3. CChat or the collaboration features built into the platform, for direct messages between users
    4. DA business rule that copies each user's comments into a separate table for later review by the team
    Show answer and explanation
    Correct answer: C

    The built-in chat and collaboration features allow direct messages between users inside the platform. Email is one-way and delayed, a daily job posts status rather than conversations, and copying comments into a table is storage, not chat.

  4. Question 22

    A team member wants to keep track of a task without being its assignee. Which feature supports this?

    1. AAssigning the task to every member of the team at once, which overwrites the current owner of the record
    2. BEditing the task's priority to the highest value, so that everyone sees the change in their list views
    3. CFollowing the record, so that the user receives notifications about the updates made to the task
    4. DCopying the task into a spreadsheet that the team reviews each week to check progress against plan
    Show answer and explanation
    Correct answer: C

    Following a record lets a user receive notifications about its updates without taking ownership of the task. Assigning everyone overwrites the owner, changing priority alters the task itself, and a spreadsheet copy sits outside the platform.

  5. Question 23

    Which TWO are benefits of using the knowledge base for collaboration? (Choose two.)

    1. AArticles can be reviewed and approved before publication, so that readers see vetted content
    2. BUsers are unable to find answers without contacting the service desk each time they have a question
    3. CArticles are deleted automatically after one day so that the knowledge base stays small and current
    4. DEvery article must be written by the system administrator alone, with no contributor role available
    5. EArticles can be linked to incidents or requests so that people find answers while they are working
    Show answer and explanation
    Correct answer: A, E

    Article review and approval give readers vetted content, and linking articles to incidents or requests puts answers in front of people while they work. Blocking self-service, deleting articles after a day and restricting authoring to one person all reduce the value of the knowledge base.

  6. Question 24

    A team needs a discussion on an incident that the whole team can see. Which feature provides this?

    1. AA scheduled report of all incidents, emailed each morning as a single spreadsheet attachment to the team
    2. BA private email thread between two people, which sits outside the platform and is not searchable at all
    3. CWork notes on the incident, which are visible to users who have access to the record in the platform
    4. DA personal note in the user's own profile, which is visible only to the user who wrote the note
    Show answer and explanation
    Correct answer: C

    Work notes on the incident are visible to anyone with access to the record, so the whole team can see the discussion. Personal notes and private email threads are not shared with the team, and a scheduled report is a summary rather than a discussion.

Introduction to Development (6 questions)

  1. Question 25

    Which scripting context runs on the server when a record is inserted, updated, deleted or displayed?

    1. AA UI action button, which runs only when the user clicks it on the form and nowhere else in the instance
    2. BA client script, which runs in the browser whenever a user changes a field value on the form in front of them
    3. CA business rule, which runs on the server when a record is inserted, updated, deleted or displayed
    4. DA UI page, which renders custom HTML for the user but never runs when records change in the database
    Show answer and explanation
    Correct answer: C

    Business rules run on the server on insert, update, delete and display, which makes them the server-side scripting context for record events. Client scripts run in the browser, UI actions run on user click, and UI pages render pages rather than responding to record events.

  2. Question 26

    Which language is used for server-side scripting in ServiceNow?

    1. AJavaScript, using the GlideRecord API for server-side scripts such as business rules and script includes
    2. BPython, which is the only language accepted for the server-side scripts that run on the instance
    3. CJava, which must be compiled into a package before any script on the instance is able to run
    4. DPHP, which runs the server-side logic of the instance's application pages for every user request
    Show answer and explanation
    Correct answer: A

    Server-side scripts in ServiceNow are written in JavaScript, typically using the GlideRecord API to work with records. Python, Java and PHP are not the scripting languages of the platform's server-side scripts.

  3. Question 27

    Which API does a server-side script use to query, create and update records in a table?

    1. AThe GlideForm API, which controls the fields on a form in the user's browser only, not on the server
    2. BThe GlideUser API, which reads information about the signed-in user's profile and nothing else about records
    3. CThe GlideRecord API, which queries, creates and updates records in a table from server-side scripts
    4. DThe GlideSystem API, which returns only the current system date and time for scripts that need the time
    Show answer and explanation
    Correct answer: C

    The GlideRecord API queries, creates and updates records in a table from server-side scripts. GlideForm works on the client-side form, GlideUser reads user information, and GlideSystem provides system utilities rather than record access.

  4. Question 28

    A script must stop a user from deleting a record that is still in use. Which scripting element does this on the server?

    1. AA client script on the list view, which can stop the deletion only from the list in the browser
    2. BA scheduled job that deletes unused records at night, which cannot prevent a user from deleting a record
    3. CA UI action that runs only on the form, and which cannot stop a delete coming from a list or an API call
    4. DA business rule on the delete operation, which can stop the deletion by aborting it on the server
    Show answer and explanation
    Correct answer: D

    A business rule on the delete operation can abort the deletion on the server, which covers every path into the table. A client script on the list only covers the browser, a UI action does not cover lists or APIs, and a scheduled job cannot stop a user's delete.

  5. Question 29

    In a server-side business rule, which object holds the values of the record that is being processed, such as current.priority?

    1. AThe previous object, which holds the values of the record as they were before the current update was saved
    2. BThe current object, which is a GlideRecord that holds the record being processed by the running script
    3. CThe gs object, which provides system utilities such as logging and the current date for the scripts to use
    4. DThe g_form object, which controls the form fields in the browser for the user who is looking at the screen
    Show answer and explanation
    Correct answer: B

    The current object is a GlideRecord holding the record being processed, so current.priority reads its priority field. The previous object holds the values before the update, gs is a utility object, and g_form runs in the browser on the form.

  6. Question 30

    Which method writes an informational message to the system log from a server-side script?

    1. Ags.info(), which writes a message to the system log of the instance from the server-side script
    2. Bconsole.log(), which writes the message to the browser console and not to the server log at all
    3. Cprint(), which sends the message to the user's printer through the browser's print dialog for the record
    4. Dalert(), which displays a pop-up in the user's browser and does not write any entry to the server log
    Show answer and explanation
    Correct answer: A

    gs.info writes a message to the system log from server-side scripts. alert and console.log write to the browser, and print sends output to a printer rather than the log.