What are the three key tables in an enterprise CMDO?
Choose 3 angwers
sn_cmdt_bak
Sh_emdb_ci
cmap_ret_ci
cmdb_bak
cmdb_ci
sh_eomdb
cmap
The Answer Is:
C, E, GExplanation:
In ServiceNow’sConfiguration Management Database (CMDB), threekey tablesform the foundation for storing and managingConfiguration Items (CIs)and theirrelationships.
cmdb_ci (E) - CI Base Class Table
This is thebase classfor allConfiguration Items (CIs)in the CMDB.
Every CI (e.g., servers, applications, network devices) extends from this table.
Stores general attributes like name, serial number, and asset tag.
cmdb (G) - CMDB Parent Table
This is theparent tablefor all CMDB-related tables.
Itdoes not store CI records directlybut serves as a reference structure.
All CMDB tables, includingcmdb_ci, inherit from this table.
cmdb_rel_ci (C) - CMDB Relationship Table
This tablestores relationshipsbetween different CIs.
Example: Aserver hosts an application, or adatabase is dependent on a storage unit.
Helps withimpact analysis and dependency mapping.
A. sn_cmdt_bak
No such table in standard ServiceNow CMDB.
B. sh_emdb_ci
Typo or incorrect table name—not part of the ServiceNow CMDB model.
D. cmdb_bak
"bak" suggests abackup table, but there isno standard "cmdb_bak"in ServiceNow.
F. sh_eomdb
Not a recognized CMDB table in ServiceNow.
What capability allows users to create dashboards with widgets to visualize data over time in order to identify areas of improvement?
Analytics Reports
Performance Analytics
Scheduled Reports
Reporting
The Answer Is:
BExplanation:
Performance Analytics (PA)in ServiceNow allows users tocreate dashboards with widgetsthatvisualize trends over timeto monitor and improve processes.
Key Features ofPerformance Analytics:
✔Data Visualization:Users can track KPIs, measure performance trends, and create meaningful insights.
✔Dashboards & Widgets:Custom dashboards with interactive widgets display real-time analytics.
✔Historical & Trend Analysis:Unlike standard reports, PAanalyzes trends over time, helping organizations improve their services.
✔Predictive Insights:Uses historical data toidentify patternsand drive informed decisions.
A. Analytics Reports
No such feature existsin ServiceNow under this name. The correct term isPerformance Analytics.
C. Scheduled Reports
Scheduled reports allow users toautomate report delivery, but they donotprovideinteractive dashboardsortrend analysis.
D. Reporting
Standard Reportingprovidessnapshot views of databut does not supporttrend analysisover time likePerformance Analytics.
On a filter condition, there is an element, which is based on the table, the user access rights, and columns on the table. What is this element called?
Attribute
Label
Field
Column
Data Element
The Answer Is:
CExplanation:
In ServiceNow, when defining afilter condition, theelement being filteredis called aField.
Afieldis an individual piece of data within atable(e.g.,Caller,State,Priorityin theIncidenttable).
The available fields in a filter depend on:
The table being filtered
User access rights (roles and permissions)
The columns (fields) available on the table
Understanding Fields in Filter Conditions:Example of a Filter Condition:css
CopyEdit
[ State ][ is ][ In Progress ]
State→ This is aFieldin the table.
is→ This is theOperatorused for filtering.
In Progress→ This is theValuebeing compared.
A. Attribute– Attributes aremetadataabout a field but do not define filter conditions.
B. Label– The label is thedisplay nameof a field but is not used in filtering.
D. Column– While fields arestored as columnsin a database, in filtering, they are referred to asFields.
E. Data Element– This is a general term, not specific to filter conditions.
ServiceNow Filtering and Conditions
ServiceNow CSA Training Module:"Using Filters and Queries in ServiceNow"
Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:
UI Action can prompt that an Incident has been successfully submitted.
True
False
The Answer Is:
AExplanation:
AUI Actionin ServiceNow can be configured toprompt or notify users when an action is completed, such as submitting an Incident. UI Actions are used to createbuttons, links, or context menu itemsthat trigger specific actions.
AUI Action(e.g., a "Submit" button on the Incident form) can be configured with asuccess messageusing thegs.addInfoMessage()function.
This message is displayed after the form submission to inform the user that theirIncident has been successfully submitted.
How UI Actions Can Prompt a Success Message:Example of a UI Action Script:javascript
CopyEdit
gs.addInfoMessage("The incident has been successfully submitted.");
This will display aconfirmation messageat the top of the page when an Incident is submitted.
Why "True" is the Correct Answer:UI Actions can display confirmation messages usinggs.addInfoMessage()or similar methods.
Why "False" is Incorrect:UI Actionscanbe used to provide user feedback, including success messages for actions like submitting an incident.
Which group of permissions is used to control Application and Module access?
Access Control Rules
UI Policies
Roles
Assignment Rules
The Answer Is:
CExplanation:
InServiceNow,Rolesare used to control access toApplications and Moduleswithin the platform. ARoleis a set of permissions that define what actions a user can perform and which records they can access.
Grant Access to Applications and Modules:
If a userdoes not have the required role, theycannot see or accessan application/module.
Control Record-Level and Field-Level Access:
SomeAccess Control Rules (ACLs)depend on roles topermit or restrictdata visibility.
Assign Multiple Roles to a User:
A user can havemultiple rolesbased on job responsibilities.
Example Roles in ServiceNow:
admin– Full access to all system features.
itil– Can manage incidents, problems, and changes.
catalog_admin– Manages the Service Catalog.
asset– Manages assets and CI records.
Key Functions of Roles in Access Control:
Navigate to:All → Users and Groups → Users
Open a user record
Scroll to the Roles related list
Click Edit and add roles
How to Assign Roles to Users:
A. Access Control Rules– Incorrect.
Access Control Rules (ACLs)definerecord-level and field-levelsecurity, but they donot control access to applications and modulesdirectly.
B. UI Policies– Incorrect.
UI Policiescontrol the visibility and behavior of form fields,not module or application access.
D. Assignment Rules– Incorrect.
Assignment Rulesautomatically assigntasks(e.g., Incidents, Requests) to groups or users, but theydo not control access.
Explanation of Incorrect Answers:
ServiceNow Product Documentation → Roles and Permissions
ServiceNow CSA Study Guide → User and Role Management
ServiceNow Knowledge Base → Controlling Access to Applications and Modules
References from Certified System Administrator (CSA) Documentation:
What are the 5 provided Roles by ServiceNow?
System Administrator: The admin role provides access to all platform features, applications, functions and data.
Specialized Administrator: Specialized administrator roles manage specific functions or applications, such as Assignment Rules, Knowledge base, reports, or web services
Fulfiller: Users with the ITIL role may fulfill ITIL activities associated with the ITIL workflow, including Incident and Change management.
Approver: Users with the Approver user role can perform all requester actions and may view or modify approval records directed to the approver
Requester: Also known as Employee Self Service (ESS) users, these users have no roles but can submit and manage their own requests, access public pages, etc.
The Answer Is:
A, B, C, D, EExplanation:
ServiceNow providesfive primary rolesthat define access and permissions within the platform. These roles help structure user responsibilities and ensure that users only have access to the necessary functions.
Thehighest level of accessin ServiceNow.
Can manage all platform features, applications, data, and configurations.
Has control overusers, security settings, system properties, and scripting capabilities.
Example: A ServiceNow admin configuring new workflows, modifying tables, or setting up instance-wide settings.
Manages specific applications or functionalities within ServiceNow.
Includes roles such as:
knowledge_admin(Manages Knowledge Base)
report_admin(Manages Reports)
catalog_admin(Manages Service Catalog)
Example: A Knowledge Base Administrator controlling access to articles and updating knowledge categories.
Users with theITIL rolewho perform IT Service Management (ITSM) tasks.
Cancreate, update, and resolve recordssuch as incidents, problems, changes, and requests.
Example: A service desk agent handling incidents and requests.
Users with theApprover rolecanapprove or reject requests, such as change requests or access requests.
Can view or modify approval records directed to them but cannot fulfill other ITIL tasks.
Example: A manager approving a new software installation request.
Basic userswith no assigned roles.
Cansubmit requests, view their own tickets, and access public pages(e.g., Knowledge Base, Catalog).
Example: An employee submitting a request for laptop repair via the ServiceNow portal.
1. System Administrator (admin)2. Specialized Administrator3. Fulfiller (ITIL Role)4. Approver5. Requester (Employee Self-Service - ESS)
These roles form thefoundation of role-based access control (RBAC)in ServiceNow.
They ensure that usersonly access the data and functions relevant to their job responsibilities.
Additional roles can be assigned based on business needs, but these five cover the core platform functionalities.
Why These Are the Provided Roles in ServiceNow:
ServiceNow Documentation:User Roles in ServiceNow
CSA Exam Guide:CoversSystem Administrator, Specialized Administrator, Fulfiller, Approver, and Requesteras the standard user roles.
Reference from CSA Documentation:Thus, the correct answer is:
A. System Administrator, B. Specialized Administrator, C. Fulfiller, D. Approver, E. Requester
Which of the following is used to initiate a flow?
A Trigger
Core Action
A spoke
An Event
The Answer Is:
AExplanation:
InServiceNow Flow Designer, aTriggeris used toinitiateaflow. Triggers define the conditions under which a flow starts and can be based on various system events, schedules, or user actions.
(A) A Trigger – Correct
Triggers are the starting point of a flowin Flow Designer.
A flow will not execute unless a trigger condition is met.
Types of triggers include:
Record-based triggers(e.g., when a record is created, updated, or deleted)
Scheduled triggers(e.g., run at a specific time or interval)
Application-specific triggers(e.g., Service Catalog request submission)
(B) Core Action – Incorrect
Core Actionsare predefined actions that execute tasks within a flow, such as:
Sending notifications
Updating records
Calling APIs
They aresteps within a flow,notwhat initiates it.
(C) A Spoke – Incorrect
A spokein Flow Designer is a collection of actions and subflows related to a specific application or integration (e.g., ServiceNow ITSM Spoke).
Spokescontain actionsbut donotinitiate flows.
(D) An Event – Incorrect
Eventsin ServiceNow trigger Business Rules, Notifications, and Script Actions, but they arenot directly used to initiate flowsin Flow Designer.
However, aflow can be triggered based on an event, but the event itself is not the trigger—the flow’s trigger is configured to listen for the event.
Explanation of Each Option:
Triggers should be well-definedto prevent unnecessary flow executions that might impact performance.
Use Scheduled Triggersfor time-based workflows (e.g., daily reports).
Record Triggersare commonly used for automation within ITSM processes.
Debugging Triggers: Use theFlow Execution Detailspage to troubleshoot trigger execution.
Additional Notes & Best Practices:
ServiceNow Docs: Flow Designer Triggers
https://docs.servicenow.com
ServiceNow Community: Best Practices for Flow Designer Triggers
https://community.servicenow.com
References from Certified System Administrator (CSA) Documentation:
What is the Import Set Table?
A table where data will be placed, post-transformation
A table that determines relationships
A staging area for imported records
A repository for Update Set information
The Answer Is:
CExplanation:
InServiceNow, anImport Set Tableis atemporary staging areawhere raw data is storedbefore it is transformed and moved into a target table. It is primarily used indata import processesto ensure data integrity and allow transformation before committing data to production tables.
Stores incoming data from external sources(e.g., CSV files, Excel files, APIs, LDAP, etc.).
Acts as a temporary staging areabefore records are mapped and transformed into atarget table(e.g.,incident,cmdb_ci,problem).
Allows validation and error handlingbefore final data migration.
Uses Transform Mapsto determine how fields in the import set relate to fields in the target table.
Key Functions of an Import Set Table:
Data is importedinto anImport Set Tablefrom an external source.
TheImport Set Table temporarily stores the datawithout affecting existing records.
ATransform Mapis applied to move and modify the data before inserting it into the correct table.
Once transformation is complete, the data is transferred to thetarget table, and the Import Set Table can be cleared.
Example Workflow of an Import Set:
(A) A table where data will be placed, post-transformation – Incorrect
Thetarget table(e.g.,incident,cmdb_ci,problem) holds the dataaftertransformation.
TheImport Set Table is only a temporary staging areabefore transformation occurs.
(B) A table that determines relationships – Incorrect
Relationship tables(e.g.,cmdb_rel_ci) definedependencies between recordsbut are not used for data import.
Import Set Tables do not determine relationships between records.
(C) A staging area for imported records – Correct
Import Set Tables temporarily store incoming recordsbefore processing.
The data is transformed and mappedbefore being inserted into the final target table.
This ensuresdata integrity and consistency.
(D) A repository for Update Set information – Incorrect
Update Sets (sys_update_set) store changes to configurations, such as scripts, workflows, and UI policies.
Import Set Tables are used for data imports, not Update Sets.
Explanation of Each Option:
Always review data in the Import Set Table before applying transformationsto avoid incorrect data entry.
Use Transform Mapsto define field mappings between Import Set Tables and target tables.
Monitor Import Logs(sys_import_set_run) for errors or incomplete data.
Delete old Import Set dataperiodically to improve performance and avoid unnecessary storage usage.
Additional Notes & Best Practices:
ServiceNow Docs: Import Set Overview
https://docs.servicenow.com
ServiceNow Community: Best Practices for Import Set Management
https://community.servicenow.com
References from Certified System Administrator (CSA) Documentation:
What is a Record Producer?
A Record Producer is a type of Catalog Item that is used for Requests, not Services
A Record Producer creates user records
A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests
A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog
The Answer Is:
DExplanation:
ARecord ProducerinServiceNowis atype of Catalog Itemthat allows users to create records intables(such as Incidents, Change Requests, or HR Cases) from theService Catalog. It provides asimplified and user-friendly interfacefor users to submit structured data without needing direct access to the actual form or database tables.
Key Features of a Record Producer:✔Creates task-based recordsin the appropriate table (e.g.,incident,sc_task,problem).
✔Uses a simplified forminstead of the standard form view of a record.
✔Can trigger workflows and business ruleswhen submitted.
✔Maps user inputs to table fieldsviaVariable Mappings.
An employee wants toreport a broken laptopbut does not need to see the fullIncident form.
The IT team creates aRecord Producernamed "Report an IT Issue" in theService Catalog.
The Record Producercollects user input(e.g., issue description, urgency, contact information).
Upon submission, itcreates an Incident record (incidenttable)in ServiceNow.
Example Use Case:
Why the Correct Answer is D:D. A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog(Correct)
This is the most accurate description of aRecord Producer.
It allows users tocreate recordsin a specifiedtask table (Incident, Change, Request, etc.)through theService Catalog.
Why the Other Options Are Incorrect:A. A Record Producer is a type of Catalog Item that is used for Requests, not Services (Incorrect)
Record Producers are not limited to Requests.
They can create various types of records, including Incidents, Change Requests, and HR Cases.
B. A Record Producer creates user records (Incorrect)
A Record Producerdoes not create user records(users are managed in thesys_usertable).
Instead, itcreates task-based recordsin other tables likeincidentorsc_task.
C. A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests (Incorrect)
Order Guides, not Record Producers, handlebundling multiple Catalog Items into a single request.
ARecord Producer creates a single recordin a defined table.
Comparison: Record Producer vs. Other Catalog ItemsFeature
Record Producer
Standard Catalog Item
Order Guide
Creates a record in a ServiceNow table
Yes
No
No
Used to order physical/digital goods
No
Yes
Yes
Can bundle multiple requests
No
No
Yes
Uses a form-based submission
Yes
Yes
Yes
