[2025] Pass CSA Exam - Real Questions & Answers [Q280-Q303]

[2025] Pass CSA Exam - Real Questions and Answers

CSA Exam Questions Get Updated [2025] with Correct Answers

NEW QUESTION # 280
A customer wants to be able to identify and track components of their infrastructure that support their ecommerce service. What ServiceNow products could support this requirement?
Choose 3 answers

• A. Configuration Management (CMDB)
• B. Discovery
• C. Service Mapping
• D. Financial Management
• E. Performance Analytics

Answer: A,B,C

Explanation:
Explanation
Configuration Management (CMDB) is a product that allows users to identify and track components of their infrastructure, such as servers, applications, databases, networks, and devices, and their relationships1. CMDB provides a single source of truth for IT assets and services, and supports IT service management processes1.
Discovery is a product that automatically scans the network and populates the CMDB with the discovered infrastructure components and their attributes2. Discovery uses probes, sensors, and patterns to identify and classify IT assets, and updates the CMDB with any changes2.
Service Mapping is a product that creates a top-down view of the infrastructure components that support a specific business service, such as ecommerce3. Service Mapping uses discovery data and application traffic analysis to map the dependencies and relationships between IT assets and services, and displays them in a graphical interface3.
References
Configuration Management Database (CMDB) - ServiceNow1
Discovery - ServiceNow2
Service Mapping - ServiceNow3

NEW QUESTION # 281
Which component of a table contains a piece of data for one record?

• A. Element
• B. Item
• C. Datapoint
• D. Field
• E. Factor

Answer: D

Explanation:
Reference:
https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/managing-data/concept/c_Da

NEW QUESTION # 282
The testing team needs to be able to perform activities in the test instance, as though they are a member of the Service Desk group. What role would they need to be able to switch between user accounts, without logging out and back in?

• A. incognito
• B. admin
• C. impersonator
• D. service_desk

Answer: C

Explanation:
InServiceNow, theimpersonation featureallows users totemporarily act as another userwithout having to log out and log back in. This is particularly useful fortesting and troubleshooting.
Allows Users to Switch Between Accounts Without Logging Out
Users with theimpersonator rolecanimpersonate other usersfrom theUser Menu(top-right of the screen).
This allows them tosee what the other user sees, includingroles, permissions, and UI settings.
Commonly Used in Testing and Troubleshooting
Helpstest permissions, workflows, and security settingswithout needing multiple login sessions.
QA and testing teams often useimpersonationto validate how different users interact with the system.
Does Not Grant Admin-Level Permissions
Unlike theadmin role,impersonatoronly allows switching between users, without providing system-wide control.
Why is "impersonator" the Correct Answer?
Click on your profile icon (top-right corner).
SelectImpersonate Userfrom the dropdown.
Search for and select the user to impersonate.
ServiceNow will reload, and you will now be acting as that user.
How to Impersonate a User in ServiceNow:
A: service_deskIncorrect- This is a functional role forService Desk agentsbutdoes not allow impersonation.
C: adminIncorrect- Whileadmins can impersonate users, theadmin role is not requiredfor impersonation.
Theimpersonator role alone is sufficient.
D: incognitoIncorrect- No such role exists inServiceNow.
Incorrect Answer Choices Analysis:
ServiceNow Docs - Impersonation Feature#How to Impersonate a User
ServiceNow Docs - Roles and Permissions#Understanding the Impersonator Role Official ServiceNow Documentation References:
Conclusion:The correct answer is:
B: impersonator
Theimpersonator roleallows users toswitch between user accountswithout logging out, making it ideal fortesting and troubleshooting.

NEW QUESTION # 283
What type of query allows you to filter list data using normal words, instead of the condition builder?

• A. Machine Learning Query
• B. Alexa Query
• C. Predictive Intelligence Query
• D. Natural Language Query
• E. Auto-suggest Query

Answer: D

Explanation:
ANatural Language Query (NLQ)allows users to filter list data using plain English instead of using the traditional condition builder. NLQ interprets human-readable search terms and translates them into system queries, making it easier for non-technical users to retrieve information without having to understand the underlying database structure.
User-friendly: Users can type a question in normal language (e.g., "Show me all open incidents assigned to me").
Automatic Query Conversion: The system translates the NLQ into a structured query that ServiceNow understands.
Faster Search & Filtering: It helps in quickly filtering and finding records without manually setting conditions.
Works on Lists: NLQ is used primarily in list views where users need to filter or search records.
Key Features of NLQ in ServiceNow:Example Usage:If a user enters"Show me all open incidents for John Doe", the NLQ engine will convert it into a structured query like:
[State = Open] AND [Assigned To = John Doe]
ServiceNow Product Documentation# "Natural Language Query Overview"
ServiceNow List Filters and Condition Builder# "Using Natural Language Queries for Filtering" References from Certified System Administrator (CSA) Documentation:

NEW QUESTION # 284
The wait time for end users is based on the round-trip between the client and the server. What activities are included in the round-trips?

• A. Save + Update
• B. Request + Response
• C. Submit + Query
• D. Write + Read
• E. Insert + Verify

Answer: B

Explanation:
Reference:
https://docs.servicenow.com/bundle/rome-application-development/page/script/client-scripts/concept/client-scrip

NEW QUESTION # 285
A new Service Desk employee in Latin America complains that the create dates and times are incorrect on their Incident list. What would you suggest to fix this issue?

• A. Use the system properties to correct the instance's time zone.
• B. Have them use the gear icon to set the employee's time zone.
• C. Recommend they use Chrome, instead of Explorer.
• D. Have them clear their cache.
• E. Have them correct the time zone on their computer.

Answer: E

Explanation:
Reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0659171

NEW QUESTION # 286
When moving a homepage or dashboard between instances, what must you remember?

• A. They cannot be moved via update set
• B. Manually add them to the update set
• C. They are automatically added to the update set
• D. Create a separate update set for them

Answer: B

Explanation:
When movinghomepagesordashboardsbetween ServiceNow instances (e.g., from development to production), they arenot automatically includedin an update set. Instead, they must bemanually addedto the update set before migration.
C: Manually add them to the update set
Homepages and dashboards donotget included in update sets by default.
To move them, you must:
Navigate toSystem UI > Homepage Admin > PagesorPerformance Analytics > Dashboards Select the homepage or dashboard you want to move.
Use theAdd to Update Setfunction to include them in your active update set.
Once added, move the update set to another instance and commit it.
A: Create a separate update set for them
While it's a good practice to keep UI elements in separate update sets, it isnot a requirement.
Homepages/dashboards can be added toany active update setmanually.
B: They are automatically added to the update set
Incorrect-ServiceNowdoes notautomatically add homepages or dashboards to update sets.
D: They cannot be moved via update set
Incorrect-Theycanbe moved via update sets, but they must bemanually added.
References:ServiceNow Documentation:Moving Homepages and Dashboards Between Instances ServiceNow Best Practices:Working with Update Sets

NEW QUESTION # 287
What type of field allows you to look up values from one other table?

• A. Options
• B. Reference
• C. Verity
• D. Dot walk
• E. Lookup
• F. Selections

Answer: E

Explanation:
Reference:
%20Orders%20table

NEW QUESTION # 288
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. General to specific: Table ACL, Table.Field ACL, Parent Table, Field ACL
• B. Top to bottom: Wildcard Table ACL, Parent Table ACL, Table ACL
• C. Specific to general: Table.Field ACL, Parent Table.Field ACL, *.Field ACL
• D. Specific general: Table ACL, Parent Table ACL, Wildcard (*) ACL
• E. Bottom to top: Table ACL. Table.Field ACL, Parent Table. Field ACL

Answer: D

NEW QUESTION # 289
What ServiceNow feature allows you to include data from a secondary related table on a report?

• A. Outer Join
• B. Joins
• C. SQL
• D. Dot Walking

Answer: D

NEW QUESTION # 290
After finishing your work on High Security Settings, what is a possible way to return to normal admin security levels?

• A. Select Global Update Set
• B. End impersonation
• C. Use System Administration > Normal Security module
• D. Select Normal role
• E. Log out and back in

Answer: C

Explanation:
The System Administration > Normal Security module is the recommended way to return to normal admin security levels after finishing your work on High Security Settings. This module will automatically disable all high security settings and restore your permissions to their original state.
References:
* ServiceNow Product Documentation: High Security Settings - https://docs.servicenow.com/bundle
/vancouver-platform-security/page/administer/security/reference/high-security-plugin.html
* ServiceNow Community: How to disable High Security Settings - https://www.servicenow.com
/community/now-platform-forum/platform-security-everything-you-need-to-know/m-p/2554570

NEW QUESTION # 291
Which one of the following statements is true about Column Context Menus?

• A. It displays actions related to filtering options, assigning tags, and search
• B. It displays actions such as view form, view related task, and add relationship
• C. It displays actions related to viewing and filtering the entire list
• D. It displays actions such as creating quick reports, configuring the list, and exporting data

Answer: D

NEW QUESTION # 292
Which data consistency settings can be achieved using UI Policy?
Choose 3 answers

• A. Settings fields read-only
• B. Setting fields hidden
• C. Setting fields mandatory
• D. Setting fields to accept the data with 'n' number of characters
• E. Setting fields to accept the data in an expected format

Answer: A,B,C

NEW QUESTION # 293
What ServiceNow feature allows you to include data from a secondary related table on a report?

• A. Outer Join
• B. Joins
• C. SQL
• D. Dot Walking

Answer: D

Explanation:
Reference: https://docs.servicenow.com/bundle/rome-now-intelligence/page/use/reporting/concept
/c_HowToAccessRelatedTables.html

NEW QUESTION # 294
Which one of these applications is available to all users?

• A. Self-Service
• B. Incident
• C. Change
• D. Facilities

Answer: A

Explanation:
In ServiceNow, access to applications is controlled byroles. Most applications, such asIncident, Change, and Facilities, require specific roles to access them. However, theSelf-Serviceapplication is available to all users, including those with the base"ess" (Employee Self-Service)role, which is assigned to every user by default.
Why "D. Self-Service" is the correct answer?TheSelf-Serviceapplication is designed for general users (end users, employees, customers) who do not have elevated permissions. It provides access to:
TheService Catalog(to request IT services, software, and hardware).
TheKnowledge Base(to search for articles and solutions).
Viewing and tracking submitted requests and incidents.
Submitting new incidents or requests.
Since it is meant forall users, it does not require any additional roles beyond the default ones given to employees or customers.
A: Change- Incorrect. TheChange Managementapplication is typically restricted toITIL users(users with theitilrole) and change managers. End users do not have access to this module.
B: Incident- Incorrect. While end users can create and view their own incidents viaSelf-Service, theIncident Managementmodule itself is restricted to IT support staff (users with theitilrole or higher).
C: Facilities- Incorrect. TheFacilitiesapplication, which includes asset tracking and work orders, is typically restricted to users managing physical assets or facility-related tasks. It is not available to all users by default.
ServiceNow Product Documentation - Self-Service Application Overview
ServiceNow CSA Study Guide - User Roles and Permissions
ServiceNow Docs: Access Control and Application Scope
Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

NEW QUESTION # 295
A customer has asked for the following updates to a form:
* Make Resolution code mandatory, admin state is changed to Resolved.
* Hide major incident check box, unless logged in user has Major incident Manager role What type of rules (s) would you use to implement this requirement?

• A. Form Constraint
• B. Field Limiter
• C. Dictionary Design
• D. UI Design
• E. UI Policy

Answer: E

Explanation:
#UI Policiesare the best way to implement dynamic form behavior such asmaking fields mandatory, hiding
/showing fields, and setting values based on conditions.
Making "Resolution Code" mandatory when "State" is changed to "Resolved" This requires aUI Policythat:
Condition:State = Resolved
Action:Set "Resolution Code" field toMandatory = True
Hiding the "Major Incident" checkbox unless the logged-in user has the "Major Incident Manager" role This requires anotherUI Policythat:
Condition:User does NOT have the rolemajor_incident_manager
Action:Hide the field
Option A (Dictionary Design)
The dictionary defines the structure of fields butdoes not control dynamic form behaviorlike field visibility or conditions.
Option B (Field Limiter)
There is no such feature called "Field Limiter" in ServiceNow.
Option D (UI Design)
"UI Design" is not a recognized concept in ServiceNow.UI Policiesare used for form behavior changes.
Option E (Form Constraint)
There is no "Form Constraint" feature in ServiceNow; ACLs and UI Policies control field behavior instead.
Reference:ServiceNow UI Policy Documentation (Platform Configuration)

NEW QUESTION # 296
After finishing your work on High Security Settings, what is a possible way to return to normal admin security levels?

• A. Select Global Update Set
• B. End impersonation
• C. Use System Administration > Normal Security module
• D. Select Normal role
• E. Log out and back in

Answer: C

Explanation:
Explanation
The System Administration > Normal Security module is the recommended way to return to normal admin security levels after finishing your work on High Security Settings. This module will automatically disable all high security settings and restore your permissions to their original state.
References:
ServiceNow Product Documentation: High Security Settings
- https://docs.servicenow.com/bundle/vancouver-platform-security/page/administer/security/reference/high ServiceNow Community: How to disable High Security Settings
- https://www.servicenow.com/community/now-platform-forum/platform-security-everything-you-need-to

NEW QUESTION # 297
Which module is used as the first step for importing data?

• A. Transform Data
• B. Import Data
• C. Load Data
• D. Coalesce Data

Answer: C

Explanation:
Reference:
https://docs.servicenow.com/bundle/paris-platform-administration/page/administer/import-sets/concept/c_Import

NEW QUESTION # 298
What is a role in ServiceNow?

• A. A role Is a set of modules for a particular application
• B. A role is one record in the Role Iuser_sys_role] table
• C. A role is one record m the Role [sys_user_role] table
• D. A role is a persona used In Live Feed Chat

Answer: C

Explanation:
In ServiceNow, aroleis arecord stored in the sys_user_role tablethat defines a set ofpermissionsfor users.
Roles determine what users cansee and dowithin the platform by granting access to applications, modules, and specific functionalities.
Stored in thesys_user_roletable.
Assignpermissionsto users and groups.
Define access toapplications, modules, and records.
Can beinheritedby users throughgroup membership.
Used inAccess Control Rules (ACLs)to restrict or allow access to records.
Key Features of Roles in ServiceNow:Common Roles in ServiceNow:Role Name Description admin Full system access, including configuration and security settings.
itil
Allows access to IT Service Management (ITSM) modules like Incident, Change, and Problem.
catalog_admin
Manages the Service Catalog.
knowledge_manager
Manages the Knowledge Base.
Roles arestored as recordsin thesys_user_roletable.
Each role grantsspecific permissionsto users.
Users can have multiple roles assigned to them.
B: A role is one record in the Role [user_sys_role] table - Incorrect
The correct table name issys_user_role, not "user_sys_role".
C: A role is a persona used in Live Feed Chat - Incorrect
Live Feed is a collaboration tool, butroles are not personas for chat.
D: A role is a set of modules for a particular application - Incorrect
Rolesgrant accessto modules, but they arenotthe modules themselves.
ServiceNow Docs: User Roles & Permissions
ServiceNow CSA Study Guide - Role-Based Access Control
ServiceNow Product Documentation: sys_user_role Table
Why "A. A role is one record in the Role [sys_user_role] table" is the Correct Answer?Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

NEW QUESTION # 299
What is a quick way to create a report from a list view?

• A. Apply filter, right click on column header, select Create Report
• B. Click Funnel, define filter conditions, click Create Report
• C. Apply filter, right click on column header, select Bar Chart
• D. Click on filter breadcrumb, drag and drop on the Report > Create New module
• E. Click Context Menu, select Create Report

Answer: A,E

Explanation:
In ServiceNow, users can quickly generate a report from a list view without needing to navigate to the Reports module. The two main ways to do this are:
Steps:
Open any list view (e.g., Incident, Change, or any table-based list).
Click thethree-line (hamburger) context menuon the top-left of the list.
SelectCreate Reportto generate a basic report based on the current list view.
Modify report settings (e.g., visualization type, filters, groupings).
Save the report for future reference.
Steps:
Apply the necessary filters to refine the list view.
Right-click on acolumn header(e.g., Priority, State, Category).
SelectCreate Reportfrom the context menu.
Configure the report visualization and save it if needed.
1. Using the Context Menu (Option C)2. Right-click on a Column Header (Option E) Incorrect Answer Choices Explanation:A. Click on filter breadcrumb, drag and drop on the Report > Create New module There is no such drag-and-drop functionality for report creation in ServiceNow.
B: Click Funnel, define filter conditions, click Create Report
TheFunnel iconis used to filter list views but does not directly generate reports.
D: Apply filter, right-click on column header, select Bar Chart
There is no direct "Bar Chart" option available when right-clicking on a column header.
Creating Reports from List Views
ServiceNow KB Article: KB0014148
Official CSA Documentation Reference: https://ut.service-now.com/sp?id=kb_article&number=KB0014148

NEW QUESTION # 300
On the Reports page, what sections allow you to see which reports are visible to different audiences? (Choose four.)

• A. Admin
• B. All
• C. Dashboards
• D. My reports
• E. Analytics
• F. Group
• G. Company
• H. Global
• I. Department
• J. Team

Answer: A,C,F,H

Explanation:
Reference:
https://docs.servicenow.com/bundle/rome-now-intelligence/page/use/reporting/task/t_ShareASetting.html

NEW QUESTION # 301
What options can you see, when you fight click on a Cl, from the Cl dependency view map?
Choose 3 answers

• A. View Recent Outages
• B. View Cases
• C. View Related Tasks
• D. View Affected Cis
• E. View Knowledge

Answer: A,C,D

Explanation:
TheCI Dependency View Mapin ServiceNow is a graphical representation of therelationshipsanddependenciesbetween Configuration Items (CIs) within theConfiguration Management Database (CMDB). Right-clicking on a CI in the Dependency View provides additional options for analyzing its impact and history.
A: View Affected CIs
Shows all CIsimpactedby the selected CI.
Example: If adatabase servergoes down, this option lists all applications and services affected.
B: View Related Tasks
Displays tasks (e.g.,Incidents, Changes, Problems) associated with the selected CI.
Example: Viewing allopen Incidentsrelated to aserver CI.
C: View Recent Outages
Showsrecently reported outageslinked to the selected CI.
Useful for analyzing recurring issues or identifying historical failures.
D: View Cases
Casesare used inCustomer Service Management (CSM), not in CMDB CI dependency maps.
E: View Knowledge
WhileKnowledge Articlesmay reference a CI, this is not an option in theCI Dependency View Map.
References:ServiceNow Documentation:CI Dependency Views
CMDB Best Practices:Understanding CI Relationships

NEW QUESTION # 302
What is specified in an Access Control rule?

• A. security_admin
• B. Table Schema, CRUD, and User Authentication
• C. Groups, Conditional Expressions and Workflows
• D. Object and Operation being secured; Permissions required to access the object

Answer: D

Explanation:
Reference: https://www.servicenowelite.com/blog/2019/10/2/access-controls#:~:text=An%20instance%
20uses%20access%20control,object%20and%20operation%20being%20secured

NEW QUESTION # 303
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