Free Practice Questions for ServiceNow CSA Exam

In ServiceNow,User Criteriais the mechanism used to control and determine user access toknowledge bases (KBs) and knowledge articles. User criteria define which users, groups, or roles canread, write, and contributeto a knowledge base or specific articles within it.

How User Criteria Works:User Criteria are applied at both theknowledge baselevel and theknowledge articlelevel to manage access. They can be configured with specific conditions to allow or restrict access based on:

Users(specific users can be added directly)

Groups(access can be granted to a specific user group)

Roles(users with specific roles can be given access)

Advanced conditions(such as department, company, location, etc.)

A knowledge base can havemultiple user criteria, and a single user criterion can apply to multiple knowledge bases.

Read User Criteria– Determines who can view the knowledge base or an article.

Write User Criteria– Determines who can create, edit, or contribute knowledge articles.

Exclusions– You can exclude users or groups from accessing specific knowledge bases or articles even if they meet other conditions.

A. sn_kb_read, sn_article_read:

These are not standard ServiceNow permissions for controlling knowledge access.

In ServiceNow, permissions are managed through roles and user criteria, not direct ACL names like these.

B. Privacy Settings:

ServiceNow does not use "Privacy Settings" as an access control mechanism for knowledge bases.

Privacy settings might be relevant in other contexts, such asuser profiles or system preferences, but not for knowledge access control.

C. Read Access Flag:

There is no "Read Access Flag" in ServiceNow's knowledge management module.

Access is controlled viaUser Criteria, Roles, and Knowledge Base Settings.

Key Features of User Criteria in Knowledge Management:Why Other Options Are Incorrect?Official ServiceNow Documentation References:For more details, refer to the official ServiceNow documentation:

User Criteria for Knowledge Bases

Managing Knowledge Base Access

Knowledge Management User Criteria

In ServiceNow,a role is a collection of permissionsthat control what actions a user can perform and what data they can access within the system.

Roles are used togrant access to applications, modules, and records, and they are assigned to users based on their job functions. Users can have multiple roles, which collectively define their permissions.

For example:

Theadminrole provides full system access.

Theitilrole allows access to Incident and Change Management.

Thecatalog_adminrole grants permissions to manage Service Catalog items.

B. A set of user access policies→ Incorrect, because user access policies are more granular security rules, whereas a role is a broader concept grouping multiple permissions.

C. A Persona in a workflow→ Incorrect, because a role is not the same as a persona in a workflow; personas are more conceptual.

D. A set of access control rules→ Incorrect, becauseroles do not define access control rules directly; they are usedwithin ACLs (Access Control Lists)to determine access permissions.

Performance Analytics (PA) is the best solution for the manager's requirements because it provides:

Snapshot of Sales Performance Data– PA allows the creation of historical and real-time dashboards to track sales performance against targets.

Trend Analysis Over Time– With PA, historical data is captured and can be visualized in trend reports, showing patterns over time.

Forecasting Capabilities– PA includes predictive intelligence that can project future trends based on past performance, helping managers make data-driven decisions.

A. Scheduled Reports, a custom snapshot table, and a Trend report– While reports and snapshots provide historical data, they do not offer forecasting capabilities.

B. Scheduled Reports and Excel– Excel is static and does not provide built-in forecasting or trend analysis.

C. Scheduled Reports, a custom snapshot table, and a Projection report– This approach is manual and lacks the dynamic analytics that PA provides.

E. Key Performance Indicators (KPIs)– KPIs track metrics but do not inherently provide trend analysis or forecasting.

To track and manageinfrastructure componentsthat support aneCommerce service, a customer needs tools that providevisibility into IT assets, relationships, and dependencies.

B. Configuration Management (CMDB)

TheCMDBis a central repository that stores information aboutConfiguration Items (CIs)such as servers, databases, applications, and network devices.

Helpstrack relationshipsbetween components supporting the eCommerce service.

Example:Tracking which servers host the online store application.

D. Discovery

Discoveryautomatically identifies and updatesIT assets and infrastructurein the CMDB.

Scanson-premise and cloud environmentsto find servers, applications, and databases.

Example:Detecting newly deployed servers supporting the eCommerce platform.

E. Service Mapping

Service Mappingbuilds avisual mapof how infrastructure components (CIs) relate to abusiness service.

Helps identifydependenciesbetween applications and underlying infrastructure.

Example:Mapping how web servers, databases, and payment systems interact to support eCommerce transactions.

A. Performance Analytics

Performance Analytics (PA)is used fortrend analysis and reporting, but it doesnot track infrastructure components.

PA could beused laterto analyze eCommerce performance, but itdoes not discover or track components.

C. Financial Management

Financial Management(NowITFM or TBM) tracksIT costs and budgets, notinfrastructure components.

It helpsanalyze IT spendingrelated to infrastructure but doesnot provide technical trackingof eCommerce components.

InServiceNow Service Catalog, approvals forcatalog item requestsare handled through workflows. Since the approval policy is based on thetotal cost of a request, it is managed within theService Catalog Request workflow.

C. Service Catalog Request

This workflowhandles approvals for catalog item requests, includingpurchase approvals.

Since the policy change involvesadjusting an approval threshold, this workflow needs to be updated.

The approval logic is likely configured in aconditional activity (if total cost > $3,100, require approval), which must be modified to$3,150.

A. Services Approval Processing

Not a standard ServiceNow workflowfor managing purchase approvals.

Service approvals are typically handled within theService Catalog Requestworkflow.

B. 6 Services Catalog Item Request

Likely acustom workflow, but not adefault ServiceNow workflowfor purchase approvals.

D. Purchasing Process Flow

There isno default "Purchasing Process Flow"in ServiceNow.

Theapproval workflow for purchasesis managed withinService Catalog Request workflows.