Free Practice Questions for ServiceNow CSA Exam

To allow a new employee to work ontasks assigned to the Network and Hardware groups, they must have:

A User Account(sys_user) created in ServiceNow.

Group Membershipin both theNetworkandHardwaregroups.

E. Create User Account

Every user needs anaccount in ServiceNowbefore they can be assigned work.

C. Add User Account to Network Group

Membership in theNetwork groupallows the user to be assignedNetwork-related tasks.

F. Add User Account to Hardware Group

Membership in theHardware groupallows the user to work onHardware-related tasks.

A. Add User Account to itil group

While theitilrole grants access to ITSM functions, itdoes not automatically provide assignment rightsto the Network and Hardware groups.

B. Add User Account to ACL

Access Control Lists (ACLs)definepermissions, butgroup membership is requiredto receive assignments.

D. Add User Account to IT Knowledgebase

The IT Knowledge Base only grantsknowledge article access, not task assignments.

In ServiceNow,impersonating a userallows administrators or authorized users to temporarily assume another user’s identity. This is useful fortroubleshooting, testing permissions, and verifying user experiences.

admin (A)

Users with theadminroleautomaticallyhave impersonation privileges.

Admin userscan impersonate any user in the system.

Example: A system admin impersonates aService Desk Agentto test access restrictions.

impersonator (E)

Theimpersonatorrole allows a user to impersonate otherswithout full admin privileges.

This role is useful forsupport teams or testerswho need to verify user permissions.

Example: A QA tester is given theimpersonatorrole to test different roles in the system.

B. sys_admin

No such role assys_adminin ServiceNow—this is likely amistyped version of "admin".

C. security_admin

security_adminis used forelevating privilegesto modify high-security settings, not for impersonation.

D. sys_user

Thesys_usertablestores user recordsbut isnot a role.

Regular userscannotimpersonate others unless they have theimpersonatororadminrole.

InServiceNow Access Control Rules (ACLs), if an administrator wants to grant access toall rows and all fieldsof a custom table (e.g.,customertable) to specific roles (customer_table_adminandcustomer_table_user), they should create an ACL rule using theformat:

➡️tablename.*

For theCustomer Table, the correct ACL format is:

➡️customer.*

This rule allows bothcustomer_table_adminandcustomer_table_userfull accessto all fields and records in thecustomertable.

A. customer.all

Incorrect syntax; ServiceNow does not use.allin ACL rules.

C. customer.field

This would applyonly to a specific field, not all rows and fields.

D. customer.none

No such ACL naming convention exists in ServiceNow.

In ServiceNow, when importing data from an external source (e.g., CSV, Excel, or an external database), the records first go into astaging areabefore being transformed and inserted into their final destination table.

TheImport Set Row Table(sys_import_set_row) is where records are temporarily stored during an import.

This table holds raw data from theImport Set Table (sys_import_set), allowing transformation and validation before writing to the target table.

Load Data→ Records are loaded into theImport Set Row Table (sys_import_set_row).

Transform Data→ ATransform Mapprocesses and moves data to the target table.

Clean Up→ Processed records are removed from thestaging tableafter transformation.

A. Transform Table →Incorrect

No such table called"Transform Table"exists in ServiceNow.

Transformation happens viaTransform Maps, not a separate table.

B. Staging Table →Incorrect

The term"staging table"is a general concept but not an actual table name in ServiceNow.

D. Temp Table →Incorrect

ServiceNow does not use a"Temp Table"for imports.

Temporary data is held insys_import_set_row, not a table named "Temp Table."

Import Sets Overview

Understanding Import Set Row Table

The Correct Table: Import Set Row TableImport Process Flow:Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:

In ServiceNow, theImpersonate Userfeature allows administrators to assume the identity of another user within the system to test permissions, troubleshoot issues, and validate user-specific configurations.

The option toImpersonate Useris found in theUser Menu, which is accessed by clicking on the user profile icon (located in the top-right corner of the interface). This menu provides essential user-related options, such as:

Profile Settings

Logout

Impersonate User(available to users with theadminrole or those explicitly granted theimpersonatorrole)

The User Menu is specifically designed for user-related actionssuch as logging out, modifying settings, and impersonation.

The Impersonate User function is not found in the Application Navigator, Content Frame, or Module sectionsof the ServiceNow interface.

ServiceNow Documentation Reference:

TheServiceNow CSA documentationstates:

Why is "User Menu" the Correct Answer?“Administrators can impersonate a user by selecting ‘Impersonate User’ from the User Menu, allowing them to experience the platform from that user’s perspective.”

A. Module

A module in ServiceNow refers to a specific feature or functionality within an application, such as "Incident Management" or "Change Requests." TheImpersonate Userfunction is not listed as a module.

B. Content Frame

The content frame is the main working area where forms, lists, and dashboards appear. It does not contain theUser Menuoptions.

C. Application Navigator

The Application Navigator allows users to browse and access different ServiceNow applications and modules but does not provide an option to impersonate a user.

In ServiceNow, theApprover [approver-user] roleis specifically designed for users who need toauthorize requestsbut should not have any other permissions or administrative access to the platform.

Canapprove or reject requests(e.g., Change Requests, Service Catalog Requests).

No additional platform permissions(cannot create, modify, or view records beyond approvals).

Assigned automatically tousers designated as approversin approval workflows.

AnIT Managerreceives an approval request for a new laptop.

Themanager logs in and sees only the approval request(no other system access).

Theyapprove/rejectthe request without modifying any records.

Key Features of the Approver Role:Example Use Case:

B. Authorize [authorize-user] →Incorrect

No such role exists in ServiceNow.

C. Reviewer [reviewer_user] →Incorrect

No such role exists in ServiceNow.

D. Approver Group [approval_group] →Incorrect

Approval groupsallow multiple users to approve a request collectively, but it is not a standalone role.

Theapprover-user roleis the correct answer for individual approvals.

E. Verification [verify_user] →Incorrect

No such role exists in ServiceNow.

Why Other Options Are Incorrect?

Approval Configuration

User Roles in ServiceNow

Official ServiceNow Documentation Reference: