CSA Practice Questions

Afilter conditionin ServiceNow consists of three essential components that define how data is filtered in lists, reports, and queries. These components determine which records meet specific criteria.

Column (D)– Represents thefieldin the table that is being filtered (e.g., " Priority " in theincidenttable).

Operator (A)– Defines the comparison method, such asis, contains, starts with, greater than, etc.

Value (C)– Specifies thecriteriaused for filtering (e.g., " High " for Priority).

Components of a Filter Condition:Example of a Filter Condition in an Incident Table:PriorityisHigh

Column:Priority

Operator:is

Value:High

B.  

Match Criteria→ Not a defined component; filtering is based on column, operator, and value.

E.  

Field→ While " Field " is a general term,ServiceNow officially uses " Column " in filter conditions.

TheServiceNow platformprovides variousinterfacesfor users to interact with the system based on their role and requirements. These interfaces cater to different use cases, such as web-based, mobile, and portal-based access.

Now Mobile Apps (A) –Correct

ServiceNow providesNow Mobile applicationsfor bothiOS and Android.

These apps allow users to access self-service options, request services, check approvals, and complete tasks from mobile devices.

Apps includeNow Mobile, Field Service Mobile, and Mobile Agent.

Service Portals (D) –Correct

Service Portalsprovide auser-friendly web interfacethat allows users tosubmit requests, search for knowledge, and interact with catalog itemsin a simplified way.

Service Portals are customizable and used forself-service and customer-facing interactions.

Now Platform® User Interfaces (E) –Correct

This includes the standardUI16 (Current Web Interface), UI Builder for custom interfaces, and theClassic UIfor legacy systems.

Users can access ServiceNow throughdesktop web browsers, mobile web interfaces, and UI frameworks.

B.  

Agent Control Center(Incorrect)

No such predefined interface exists in ServiceNow as " Agent Control Center. "

C.  

Back Office Dashboard(Incorrect)

This is not a standard ServiceNow interface but may be a custom-built dashboard.

F.  

Field Service Taskboard(Incorrect)

This is afeaturewithinField Service Management (FSM), not a platform-wide interface.

ServiceNow User Interfaces Overview:https://docs.servicenow.com/en-US/bundle/utah-platform-user-interface/page/administer/navigation-and-ui/concept/c_NavigationAndTheUserInterface.html

Now Mobile App:https://docs.servicenow.com/en-US/bundle/utah-now-mobile/page/administer/service-now-mobile/concept/now-mobile-overview.html

Types of Interfaces in ServiceNow:Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:

InServiceNow, anUpdate Setis a mechanism used tocapture customizationsmade in an instance andmove them to another instance(e.g., from development to production). However, certain elements arenot included in an Update Set by default.

Homepages (A) –Correct

Homepages are stored asuser-specific or global content, and they are not included in update sets by default.

To migrate them, you need tomanually export/importthem or use thesys_portal_page_settable.

Data (B) –Correct

Update Setsdo not include actual data, such as incident records, user records, or CMDB data.

Onlyconfiguration changes(like fields, forms, and workflows) are captured.

Data migration must be handled separately usingData Export or Integration methods.

Published Workflows (C) –Correct

Once a workflow ispublished, it is stored as a runtime instance and not automatically included in an Update Set.

To capture it, you mustmanually updatethe workflow before moving it in an Update Set.

Report Definitions (H) –Correct

Reports and their configurations are not automatically included in Update Sets.

You mustmanually include themby marking them as " Captured in Update Set. "

D.  

Business Rules(Captured in Update Sets)

E.  

Schedules(Captured in Update Sets)

F.  

Database changes(Captured in Update Sets)

G.  

Related Lists(Captured in Update Sets)

I. Scheduled Jobs(Captured in Update Sets)

J. Client Scripts(Captured in Update Sets)

K. Views(Captured in Update Sets)

ServiceNow Update Sets Overview:https://docs.servicenow.com/en-US/bundle/utah-application-development/page/build/system-update-sets/concept/c_UpdateSets.html

ServiceNow Update Set Best Practices:https://docs.servicenow.com/en-US/bundle/utah-application-development/page/build/system-update-sets/concept/update-set-best-practices.html

Items NOT Included in Update Sets (By Default):Items That ARE Included in Update Sets (By Default):Official References from Certified System Administrator (CSA) Documentation:

In ServiceNow,related listsdisplay records that have a relationship with the current record based onreference fieldsordatabase relationships. When adding a related list to a form, users select from aList Collector, which shows available related lists based on table relationships.

B.  

Catalog Task → Parent

Catalog Tasksare individual work items that belong to aRequest Item (RITM).

TheParentfield links a Catalog Task to its correspondingRITM.

This related list allows users to view all Catalog Tasks associated with a parent request.

C.  

HR Case → Parent

InHR Service Delivery (HRSD), HR Cases track employee requests.

TheParentfield links an HR Case to a parent HR Case or HR Service Request.

This related list allows HR agents to see all related sub-cases.

D.  

Problem → Parent

Problem Recordscan have aParent-Childrelationship where a child problem is linked to a larger problem.

TheParentfield is used to establish this hierarchy.

This related list helps track all sub-problems linked to a main problem.

A.  

Release Phase == Parent

" Release Phase " is not a standard related list in ServiceNow.

TheRelease Management moduleusesphases, but they do not typically function as aParentreference.

E.  

Outage → Task Number

WhileOutagescan be linked toTasks, they arenotcommonly referenced as a related list in standard implementations.

A more appropriate relationship would be " Affected CI " rather thanTask Number.