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ServiceNow Certified System Administrator (CSA) practice questions

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Questions
368
Exam length
90 min
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Domain coverage 5 domains

  • User Interface & Navigation (20%)
  • Collaboration (20%)
  • Database Administration (30%)
  • Self-Service & Automation (20%)
  • Introduction to Development (10%)

Sample questions 37 of 368 shown

  1. Q1
    From the User menu, which actions can a user select? (Choose three.)
    1. Send Notifications
    2. Log Out ServiceNow
    3. Elevate Roles
    4. Impersonate Users
    5. Order from Service Catalog
    6. Approve Records
    The correct answer is BCD. Log Out ServiceNow and Elevate Roles and Impersonate Users are correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  2. Q2
    Which icon would you double click, to expand and collapse the list of all Applications and Modules? Exhibit
    1. Star
    2. Clock
    3. Application
    4. Funnel
    The correct answer is C. Application is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  3. Q3
    Which collaboration tool is available from the banner, using the bubble icon? Exhibit
    1. Now Messenger
    2. Agent Chat
    3. Connect Chat
    4. Collaborate Now
    5. Live Feed
    The correct answer is C. Connect Chat is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  4. Q4
    Which collaboration tool opens a sidebar and allows you to create new conversations with other ServiceNow users?
    1. Skype Now
    2. Collaborate Now
    3. Agent Messenger
    4. Agent Chat
    5. Connect Chat
    The correct answer is E. Connect Chat is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  5. Q5
    Which module is used as the first step for importing data?
    1. Coalesce Data
    2. Transform Data
    3. Import Data
    4. Load Data
    The correct answer is D. Load Data is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  6. Q6
    When a user reports that they are not able to see modules on the application navigator, what can you do, to see what modules are visible to them?
    1. Look up their password, so you can login with their account
    2. Initiate a Connect Chat session
    3. Install the Bomgar plug-in
    4. Impersonate the user
    5. Launch a NowChat window
    The correct answer is D. Impersonate the user is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  7. Q7
    Your customer would like to create a new template to notify users who are affected by network outages at their site. Which module would you use to create a new notification?
    1. System Notification > Email > Notifications
    2. Administration > Notification Overview
    3. System Properties > Email > Settings
    4. User Preferences > Email > Notifications
    5. Click Gear > Notifications > New
    The correct answer is A. System Notification > Email > Notifications is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  8. Q8
    On a Form header, what is the three bar icon called?
    1. Pancake icon
    2. Additional Actions or Context Menu
    3. Hamburger icon
    4. Cake icon
    The correct answer is B. Additional Actions or Context Menu is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  9. Q9
    Which would NOT appear in the History section of the Application Navigator?
    1. Records
    2. UI Pages
    3. Lists
    4. Forms
    The correct answer is B. UI Pages is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  10. Q10
    A user is complaining that they are seeing a blank page, when they click Create New, from your custom Inventory application. You have confirmed that they can see the Inventory application, and the Create New module on the application navigator. What could be the cause of this issue?
    1. Create New module has a broken link
    2. Known intermittent issue with UI15
    3. User should be using Chrome instead of Explorer for their browser
    4. User has read role, but not the write role on the Inventory table
    5. User session has timed out
    The correct answer is D. User has read role, but not the write role on the Inventory table is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  11. Q11
    When a flow runs an action, it generates a runtime value, which stays the same for the duration of the flow. What is the name of this runtime value?
    1. Trigger runtime value
    2. Sequence runtime value
    3. Starting runtime value
    4. Data pill runtime value
    5. Input runtime value
    The correct answer is D. Data pill runtime value is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface. > Reference: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/flow-designer/concept/data-population.html
  12. Q12
    What are benefits of assigning work tasks to a group, rather than to an individual? (Choose four.)
    1. Group members can choose their tasks from My Groups Work
    2. Groups can assign tasks to users based on on-call schedules
    3. Site support members can pick tasks, based on Location
    4. Groups can assign tasks to users based on skills
    5. Group members can avoid tasks, which are nearing SLA breach
    6. Groups can assign tasks to users based on availability
    The correct answer is ABDF. these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  13. Q13
    Which of the following is used to initiate a flow?
    1. A Trigger
    2. Core Action
    3. A spoke
    4. An Event
    The correct answer is A. A Trigger is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  14. Q14
    On what part of the ServiceNow instance, would you find the option to Impersonate User?
    1. Module
    2. Content Frame
    3. Application Navigator
    4. Banner
    The correct answer is D. Banner https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/users-and-groups/concept/c_ImpersonateAUser.html is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface. > Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/users-and-groups/concept/c_ImpersonateAUser.html
  15. Q15
    What is the definition of a group?
    1. A collection of subject matter experts
    2. A team of users
    3. An escalation pod
    4. A collection of users
    5. A department
    The correct answer is D. A collection of users is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  16. Q16
    On the Reports page, what sections allow you to see which reports are visible to different audiences? (Choose four.)
    1. Group
    2. Department
    3. My reports
    4. Team
    5. Global
    6. All
    The correct answer is ACEF. Group and My reports and Global and All are correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  17. Q17
    You have heard about a new application released by ServiceNow. You want to try it out, to see if it might be useful for your company's ServiceNow implementation. What would be the best way to get hands-on experience with the new application?
    1. Search the wiki for the sales demo request form
    2. Check the latest release notes at docs servicenow.com
    3. Activate the application plug in, on your personal dev instance
    4. Activate the application plug in, on your company's production instance.
    The correct answer is C. Activate the application plug in, on your personal dev instance is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  18. Q18
    On what part of the ServiceNow instance, would you find the option to access applications, like Incident Management?
    1. Application Navigator
    2. Service Desk Homepage
    3. Self Service Module
    4. Favorites
    The correct answer is A. Application Navigator is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  19. Q19
    What types of entities can receive task assignments, in ServiceNow? (Choose two.)
    1. Users
    2. Departments
    3. Groups
    4. Teams
    The correct answer is AC. Users and Groups are correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  20. Q20
    The Report Designer contains different sections for configuring your report. Which section is used to adjust the look of your report, including colors, titles and legend layout?
    1. Layout
    2. Format
    3. Configure
    4. Style
    The correct answer is D. Style is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  21. Q21
    Which banner icon do you use to change your personal system settings, like your instance color scheme?
    1. Magnifier
    2. Question mark
    3. Gear
    4. Chat bubbles
    The correct answer is C. Gear is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  22. Q22
    Which banner icon do you use to change your personal system settings, like your instance color scheme?
    1. Magnifier
    2. Question mark
    3. Gear
    4. Chat bubbles
    The correct answer is C. Gear is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  23. Q23
    As administrator, what must you do to access features of High Security Settings?
    1. Impersonate Security Admin
    2. Select Elevate Roles
    3. Add security_admin role to your user account
    4. Use System Administration > Elevate Roles module
    The correct answer is B. Select Elevate Roles is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  24. Q24
    On what part of the ServiceNow instance, would you find the option to Impersonate User?
    1. User Menu
    2. Content Fame
    3. Application Navigator
    4. Module
    The correct answer is A. User Menu is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  25. Q25
    Which tool is used to have conversations with logged-in users in real-time?
    1. Connect Chat
    2. Now Messenger
    3. User Presence
    4. Comments
    The correct answer is A. Connect Chat is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  26. Q26
    Which testing framework is used to test ServiceNow Applications?
    1. Test Driven Framework (TDF)
    2. Junit
    3. Selenium
    4. Automated Test Framework (ATF)
    The correct answer is D. Automated Test Framework (ATF) is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  27. Q27
    What module do you use to access the reports that are available to you?
    1. Self-Service > My Reports
    2. Self-Service > My Dashboards
    3. Reports > View / Run
    4. Reports > Homepage
    5. Reports > Overview
    The correct answer is C. Reports > View / Run is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  28. Q28
    What is the definition of a group?
    1. A collection of subject matter experts
    2. A department
    3. An escalation pod
    4. A collection of users
    5. A collection of tasks
    The correct answer is D. A collection of users is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  29. Q29
    When searching using the App Navigator search field, what can be returned? (Choose four.)
    1. Names of Applications and Modules
    2. Names of Modules
    3. Names of Applications
    4. Favorites
    5. History Records
    6. Titles of Dashboard Gauges
    The correct answer is ABCD. Names of Applications and Modules and Names of Modules and Names of Applications and Favorites are correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  30. Q30
    On a form header, what icon would you click to access Template features?
    1. Context Menu
    2. Paper clip
    3. Stamp
    4. More options (...)
    The correct answer is D. More options (...) is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  31. Q31
    What action helps to see which modules are visible to a user?
    1. Install the Bomgar plug-in
    2. Initiate a Connect Chat session
    3. Launch a NowChat window
    4. Impersonate the user
    The correct answer is D. Impersonate the user is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  32. Q32
    Which of the following can be customized through the Basic Configuration UI 16 module? (Choose three.)
    1. Banner Image
    2. Record Number Format
    3. Browser Tab Title
    4. System Date Format
    5. Form Header Size
    The correct answer is ACD. Banner Image and Browser Tab Title and System Date Format are correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  33. Q33
    Where can Admins check which release is running on an ServiceNow instance?
    1. Memory Stats module
    2. Stats module
    3. System.upgraded table
    4. Transactions log
    The correct answer is B. Stats module is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  34. Q34
    Which term best describes something that is created, has worked performed upon it, and is eventually moved to a state of closed?
    1. report
    2. flow
    3. event
    4. task
    The correct answer is D. task is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  35. Q35
    Which section of the ServiceNow UI allows you to perform a global search?
    1. Application Navigator
    2. Banner frame
    3. List pane
    4. Content frame
    The correct answer is B. Banner frame is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  36. Q36
    Which of the following is used to categorize, flag, and locate records?
    1. Search
    2. Favorites
    3. Tags
    4. Bookmarks
    The correct answer is C. Tags is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.
  37. Q37
    Which term refers to application menus and modules which you may want to access quickly and often?
    1. Breadcrumb
    2. Favorite
    3. Tag
    4. Bookmark
    The correct answer is B. Favorite is correct because these concepts relate to navigating the ServiceNow platform and understanding its core interface.

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Frequently asked questions

What is the retake policy if I fail the CSA exam?

If you do not pass on your first attempt, you may register for a retake by paying a $150 USD fee on Kryterion Webassessor. You are permitted up to 4 total exam attempts (the initial try plus 3 retake attempts). If all 4 attempts are unsuccessful, you will be required to re-enroll in and complete the ServiceNow Administration Fundamentals (SNAF) course to reset your voucher eligibility.

How long is the CSA certification valid, and how is it maintained?

The CSA certification remains valid as long as you complete the mandatory annual maintenance window. This involves reviewing platform enhancements and passing brief online Delta Exams or automated learning paths assigned during major platform version releases via the Now Learning portal, alongside paying the annual Certification Maintenance Program (CMP) fee.

When do I find out if I passed the CSA exam?

Results are calculated instantly. As soon as you hit submit on the Kryterion Webassessor exam interface, a simple Pass or Fail notification displays on the screen. No detailed numerical percentage is shared for passing results. If you fail, you receive a percentage breakdown by domain to help focus your future studies.

How do ACL evaluation order and Update Set migration interact in real CSA scenarios?

They belong to different concerns but are often tested together. ACL evaluation order is a runtime security check: ServiceNow processes table-level ACLs before field-level ACLs, and a "None" condition short-circuits the rest of the evaluation. Update Set migration is a configuration-movement mechanism: it captures changes made by a developer or admin and replays them on a target instance in the correct sequence. The two are easy to confuse in scenario questions — remember that ACLs are about who can do what, while Update Sets are about how changes move between instances.

How do the practice ACL scenarios compare to real CSA evaluation order questions?

The mock exam scenarios target the same ACL mechanics the real exam tests — table-level before field-level evaluation, the "None" condition short-circuit, and ACL debugging patterns. Each scenario presents a configuration snippet, asks which security outcome applies, and walks through the evaluation order step by step in the answer explanation, with references to the official ServiceNow documentation.

When should I use the PDF download to rehearse Update Set migration steps?

The PDF download is most useful when you want to rehearse Update Set migration in offline mode — for example, walking through a sequence of changes captured on a PDI and replayed on a target instance. The mock exam scenarios cover the same capture-and-replay lifecycle in interactive format for timed practice, while the PDF lets you trace the same steps on paper during commutes or in environments without stable internet.

What prerequisites do I need to meet before registering for the CSA exam?

You must complete the Welcome to ServiceNow and ServiceNow Administration Fundamentals (SNAF) courses on the Now Learning portal before you can purchase the exam voucher. ServiceNow also recommends three to six months of hands-on practice on a Personal Developer Instance (PDI) or live production instance, plus working familiarity with the official ServiceNow Docs site for table structures, script ordering, and security rules.

Free study resources

Community-verified analysis of 16 questions from real test-taker discussions — 9 deep analyses and 15 FAQs.

Full study guide 16 topics, exam overview & domain breakdown Most debated topics Ranked by community disagreement Technical FAQ 15 community-vetted answers