Free Practice Questions for ServiceNow CSA Exam

InServiceNow, Favorites allow users to quickly access frequently usedmodules, records, lists, or reports. Favorites can be customized, including renaming them, changing their icons, or modifying their colors.

Changing the Label of a FavoriteTorename or edit a Favorite, you must use thePencil icon (✏️), which indicatesedit mode.

Navigate to theApplication Navigatoron the left-hand side.

Locate theFavoritessection.

Hover over the favorite item you want to rename.

Click on thePencil icon(✏️) to open the edit menu.

Update thelabel(name) and other properties like color or icon.

ClickSaveto apply changes.

A. Clock(Incorrect)

TheClock icontypically representsrecently accessed items, not Favorites.

B. Hamburger(Incorrect)

TheHamburger menu (☰)represents navigation menus but is not used to edit Favorites.

D. Three dots(Incorrect)

TheThree dots (⋮)often indicate a menu with additional options but do not specifically edit Favorites.

E. Triangle(Incorrect)

NoTriangle iconis used for renaming Favorites.

F. Star(Incorrect)

TheStar icon (⭐)is used toadd or removeFavorites, but not to rename them.

ServiceNow Favorites Overview:https://docs.servicenow.com/en-US/bundle/utah-platform-user-interface/page/administer/navigation-and-ui/task/t_CreateFavorites.html

Steps to Change the Label of a Favorite:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:

To display reminder messages or alerts to users as they interact with forms in ServiceNow, Client Scripts are used. Specifically, an onSubmit Client Script can be configured to display a message or perform validation just before the form is submitted by the user. This script runs on the client (browser) and can prevent submission or prompt the user with informational messages.

Business Rules execute on the server and cannot directly interact with the user interface in real-time. Policies and Data Policies enforce data consistency but do not provide user messages or reminders during form submission.

Therefore, the Client Script is the correct mechanism to display a reminder message dynamically as the incident is submitted.

In ServiceNow,form personalizationallows users to customize the visibility and arrangement of fields on a form. To restrictform personalizationto theadminrole, you must configure theglide.ui.personalize_form.rolesystem property.

Navigate to:sys_properties.list(System Properties).

Find the property:glide.ui.personalize_form.role.

Set the value to:admin.

Save the changesand refresh the instance.

Steps to Enable Personalization for Admin Only:This ensures thatonly users with the "admin" rolecan personalize forms.

A. Navigate to sys_form_properties.list and set glide.ui.enable_personalize_form.admin to true.

The propertyglide.ui.enable_personalize_form.admindoes not existin ServiceNow.

B. Navigate to Context Menu > Configure > Form Layout and select 'Enable Personalization'.

There isno such optionin "Form Layout" settings.

C. Navigate to Context Menu > Configure > Table and add the role 'Admin' in the 'Available User' list box.

This modifies table permissions butdoes not control form personalization.

ServiceNow Personalization System Properties

ServiceNow CSA Training Module:"Customizing Forms and System Properties"

Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

To customize thebanner image, text, and colorsof your instance in ServiceNow, you use theSystem Properties > Brandingmodule. This module allows administrators to control variousUIaspects, including thebrandingof the system.

Banner Image: Change the header image seen across the UI.

Text: Customize the text displayed in the header or other branding areas.

Colors: Modify the colors of various UI elements to match your company's branding.

Key Customizations Available in Branding:This is typically applied to bothUI16 (desktop)andUI11 (classic)interfaces, ensuring a consistent experience across the instance.

A. Homepage Admin > Pages > Branding– This is used forhomepagesrather than global instance branding.

C. System Properties > Basic Configuration UI16– This section allows configuration of theUI layout and elementsbut does not specifically manage branding elements like banner image and colors.

E. Service Portal > Portals > Branding– This is specific toService Portal branding, not for global instance customization.

ServiceNow Branding Configuration

ServiceNow CSA Training Module:"System Properties and Branding"

Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

InServiceNow Flow Designer, aflowis an automated process that consists of actions, conditions, and triggers.Two key componentsdetermine when a flow should run:

Trigger

Defineswhenthe flow should execute.

Examples:

When arecord is created/updated/deleted.

When anAPI call is received.

On ascheduled basis.

Condition

Specifiesadditional criteriathat must be met for the flow to proceed.

Examples:

If thepriority is High.

If thestatus is Resolved.

Aflowis designed tosend an email notificationwhen ahigh-priority incident is assigned.

Trigger:"Incident table → When a record is updated."

Condition:"Priority = High AND State = Assigned."

A. Trigger and Condition Pill

No such term as "Condition Pill"exists in Flow Designer.

B. Scope and Trigger Condition

"Scope" defines theapplication boundary, not when a flow runs.

D. Trigger Criteria and Clock

"Clock" is not usedfor defining flow execution.

E. Condition and Table

Atable does not define when a flow runs; it only stores records.

TheAutomated Test Framework (ATF)is thebuilt-in testing frameworkin ServiceNow used totest applications, including Server-side scripts and logic.

Enablesautomated testing of ServiceNow applicationswithout manual effort.

Can testserver-sidescripts (e.g., Business Rules, Script Includes, and Workflows).

SupportsUI testingfor forms, lists, and portals.

Reduces testing time and enhancesrelease reliability.

ServiceNow is alow-code/no-codeplatform, so ATF provides aplatform-specifictesting tool.

ATF allowstest creation without coding, making it easy for administrators and developers to use.

Integrates with Continuous Integration (CI/CD) pipelinesto ensuresmooth updates.

Key Features of ATF:Why ATF is Used for Testing ServiceNow Applications?

A. Selenium →Incorrect

Seleniumis used forweb UI automation, but it isnot built into ServiceNow.

ATF is thepreferredtesting framework for ServiceNow applications.

B. Test Driven Framework (TDF) →Incorrect

No such frameworkcalled "Test Driven Framework" in ServiceNow.

TDD (Test-Driven Development)is asoftware development methodology, not a testing tool.

C. JUnit →Incorrect

JUnit is a Java-based testing frameworkused for Java applications.

ServiceNow scripts useJavaScript, not Java.

Why Other Options Are Incorrect?

Automated Test Framework (ATF)

Official ServiceNow Documentation Reference:

UI Policies execute on the Client-side (browser).

Purpose: They are used to dynamically change the behavior of information on a form based on user interaction or data values.

Actions: They primarily control three attributes of a field:

Mandatory (Required)

Visible (Hidden/Shown)

Read-only (Editable/Locked)

Execution: Because they run in the browser, they provide immediate feedback to the user without needing to query the server or reload the page.

The ServiceNow platform providespre-built workflowsthat help organizationsautomate processesacross different domains. These workflows are designed to streamline operations, improve efficiency, and enhance user experience. Thethree primary types of workflowsincluded in the platform are:

Employee Workflows– Designed to improve employee experiences, covering HR services, onboarding, workplace services, and more.

Customer Workflows– Focused on customer service management (CSM), case management, field service management, and proactive customer engagement.

IT Workflows– These workflows enable IT Service Management (ITSM), IT Operations Management (ITOM), and IT Business Management (ITBM) for efficient IT operations.

B. Infrastructure Workflows–No specific "Infrastructure Workflows" exist as a built-in category in ServiceNow. Infrastructure processes are generally managed underIT Workflows (ITOM/ITSM).

C. Federal Workflows–Not an official workflow category. Federal agencies useServiceNow’s Government, Risk, and Compliance (GRC) solutions, but this is not classified as a workflow.

D. Manufacturing Workflows–ServiceNow does not have a dedicated "Manufacturing Workflows" category. However, manufacturers often useCustomer and IT Workflowsfor managing operations.