Which path is used on the Filter Navigator to display the list of records from the sys_user table?
sys_user.view
sys_user.display
sys_user.do
sys_user.list
The Answer Is:
DExplanation:
In ServiceNow, lists of records from a table are accessed using the .list suffix in theFilter Navigator.
The correct format is:
To view all records from the sys_user table, the correct navigation path issys_user.list.
Explanation of Incorrect Options:
sys_user.view→ Invalid, .view is not a valid ServiceNow navigation path.
sys_user.display→ Not a standard navigation path in ServiceNow.
sys_user.do→ .do is used forindividual record forms, not lists.
To apply a UI Policy to all views, which field should be set to true in its definition record?
Inherit
Reverse if false
On lowed
Global
The Answer Is:
DExplanation:
UI Policiesin ServiceNow allow administrators to dynamically control the behavior of form fieldsbased on user input or conditions. If you want aUI Policy to apply to all form views, you must set theGlobalfield totrue.
D. Global
When theGlobalfield is set totrue, the UI Policy appliesto all viewsof the form.
This ensures that fields remainconsistentacross different layouts, regardless of the view being used.
Example:
AUI Policyhides the "Resolution Notes" fieldunlessthe "State" isResolved.
SettingGlobal = trueensures this rule appliesin all form views(Default, Mobile, or Workspace).
A. Inherit
Not a standard UI Policy fieldin ServiceNow.
Likely confused withrole inheritancein security settings.
B. Reverse if false
"Reverse if false"onlyreverses the policy's actionwhen the condition isnot met.
It doesnotcontrol whether the UI Policy applies to all views.
C. On lowed
Incorrect and not a valid ServiceNow UI Policy field.
Possibly atypoor misunderstanding of "Allowed Roles".
Which of the following statements is true when a new table is created by extending another table?
The new table archives the parent table and assumed its roles in the database
The new table inherits all of the Business Rules, Client Scripts, and UI Policies of the parent table, but none of the existing fields
The new table inherits all of the fields of the parent table and can also contain new fields unique to itself
The new table inherits all of the fields, but does not inherit Access Control rules, Client Scripts, and UI Policies of the parent table
The Answer Is:
CExplanation:
When a new table is created inServiceNowby extending another table, it followstable inheritanceprinciples. This means the newly created table (child table) receives all the fields from its parent table. Additionally, the new table can includecustom fieldsthat are unique to itself.
Here’s how inheritance works in ServiceNow when a table is extended:
Fields Inheritance:
The child table automatically inherits all fields from its parent table.
These inherited fieldscannot be removedfrom the child table but can be modified or overridden.
The child table can also have additionalcustom fieldsthat do not exist in the parent table.
Business Rules, Client Scripts, and UI Policies:
Unlike fields, these components arenot automatically inherited.
However, they can still affect the child tableif they are defined on the parent table using conditions that include the child table.
To apply them specifically to the child table, they need to beexplicitly definedfor the new table.
Access Control Rules (ACLs):
ACLs are not automatically inherited.
Each table in ServiceNow has its own set ofAccess Control Rules, which must be explicitly configured for the child table if different permissions are required.
Database Structure:
The child table creates aone-to-one relationshipwith the parent table, meaningall fields in the parent are available in the child table.
The new table is stored as a separate entity but references the parent table’s structure.
The child tableinherits all fieldsfrom the parent table.
The child table can also have its owncustom fields.
Business Rules, Client Scripts, UI Policies, and ACLs arenot automatically inherited, meaning options B and D are incorrect.
The tabledoes not archivethe parent table (making option A incorrect).
ServiceNow Product Documentation – Table Inheritance:https://docs.servicenow.com
ServiceNow Fundamentals – Table Relationships
ServiceNow Developer Portal – Extending Tables
ServiceNow Best Practices – Access Controls & Security Rules
Why Option C is Correct?References from Certified System Administrator (CSA) Documentation:
What defines conditions that are evaluated against users to determine which users can create, read, write, and retire knowledge articles.
User conditions
User info
User Criteria
User permissions
The Answer Is:
CExplanation:
In ServiceNow,User Criteriadefine conditions that determinewhich userscancreate, read, write, and retireknowledge articles in aKnowledge Base (KB). User Criteria help enforceaccess controland ensure that only authorized users can interact with specific knowledge bases.
Control who canread, contribute, edit, or retireknowledge articles.
Based onroles, groups, departments, locations, or custom conditions.
Applied at theKnowledge Base level, affecting all articles within that KB.
Can be combined using"Must match all"or"Match any"logic.
Example 1: Restricting Read Access
A knowledge base for IT Support should be accessibleonly to IT employees.
User Criteria:Department = IT, OR Role = itil
Only IT employees or ITIL users can read articles in this KB.
Example 2: Controlling Who Can Contribute
OnlyHR staffshould be allowed to create or update HR-related knowledge articles.
User Criteria:Group = HR Team, OR Role = knowledge_manager
Only HR Team members and Knowledge Managers can contribute.
User Criteriais the official term in ServiceNow for defining access control conditions for knowledge articles.
It allows precise control over who canread, create, write, or retirearticles.
It is a feature within theKnowledge Management application.
A. User Conditions – Incorrect
No such concept exists in ServiceNow. User Criteria, not "User Conditions," determine knowledge article access.
B. User Info – Incorrect
"User Info" refers to details stored in thesys_usertable (e.g., name, email) but does not define knowledge permissions.
D. User Permissions – Incorrect
While permissions exist in ServiceNow (via roles and ACLs),User Criteriaspecifically manageKnowledge Baseaccess.
ServiceNow Docs: User Criteria for Knowledge Management
ServiceNow CSA Study Guide – Knowledge Management Permissions
ServiceNow Product Documentation: Configuring Knowledge Base Access
Key Features of User Criteria:Examples of User Criteria:Why "C. User Criteria" is the Correct Answer?Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
Table Access Control rules are processed in the following order:
any table name (wildcard), parent table name, table name
table name, parent table name, any table name (wildcard)
parent table name, table name, any table name (wildcard)
any table name (wildcard), table name, parent table name
The Answer Is:
BExplanation:
In ServiceNow,Table Access Control (ACL) rulesdefine the permissions for accessing records within a table. When a user attempts to access a record, ServiceNow processesACL rules in a specific orderto determine if the user has the necessary permissions.
Specific Table Name ACLs
ServiceNowfirst checks ACL rulesthat are defined for the exact table being accessed.
If there are multiple ACL rules for the same table, ServiceNow evaluates themfrom most specific to least specific(i.e., field-level ACLs before table-level ACLs).
Parent Table Name ACLs(If applicable)
If the table inherits from another table (e.g.,Incident inherits from Task), ServiceNownext checks ACL ruleson theparent table.
This ensures that inherited rules are properly applied.
Wildcard ACLs (*)(Any table)
If no explicit ACL rule is found for the table or its parent, ServiceNow checkswildcard ACL rules (*), which apply toall tables.
Wildcard ACLs act as alast resortwhen no table-specific rules exist.
Order of Processing ACL Rules:
(A) any table name (wildcard), parent table name, table name – Incorrect
Wildcard rules (*) areprocessed last, not first.
(B) table name, parent table name, any table name (wildcard) – Correct
This follows the correctprocessing order:
First:ACLs for the specific table
Second:ACLs for the parent table (if applicable)
Third:Wildcard ACLs (*)
(C) parent table name, table name, any table name (wildcard) – Incorrect
Parent table ACLs arechecked aftertable-specific ACLs, not before.
(D) any table name (wildcard), table name, parent table name – Incorrect
Wildcard ACLs (*) arealways processed last, so this order is incorrect.
Explanation of Each Option:
Field-level ACLs(column-specific) take precedence overtable-level ACLs.
If multiple ACL rules apply,all must evaluate totruefor access to be granted.
Explicit Deny:If an ACL rule explicitlydenies access, the user is denied, even if another ACL grants access.
Always Test ACLs:Use the "Security Debugging" feature (/sys_security_acl_list.do) to verify how ACLs are applied.
Additional Notes & Best Practices:
ServiceNow Docs: How Access Control Rules Work
https://docs.servicenow.com
ServiceNow Community: Understanding ACL Processing Order
https://community.servicenow.com
References from Certified System Administrator (CSA) Documentation:
Access Control rules may be defined with which of the following permission requirements? (Choose three.)
Roles
Conditional Expressions
Assignment Rules
Scripts
User Criteria
Groups
The Answer Is:
A, B, DExplanation:
InServiceNow,Access Control Rules (ACLs)define thepermissionsrequired for users to interact with records, fields, or UI actions. ACLs are enforced at thedatabase leveland are evaluatedbefore granting accessto a user.
Access Control rules can be configured usingthree primary permission requirements:
Rolesdefine aset of permissionsassigned to users.
Access Control rules canrequire users to have a specific role(e.g.,admin,itil,catalog_admin) to perform an action on a table, field, or record.
Example:
A rule might state:Only users with theitilrole can read theIncidenttable.
Conditional expressionsallow access based on a specified condition.
These conditions areevaluated at runtime, and access is granted if they are met.
Example:
A condition could be:"Allow access if the record's 'State' field is 'New'".
This would mean that users can only modify records if their state is "New".
Scriptsallow advanced, custom logic to determine access.
ACLs supportserver-side scripts(written in JavaScript) that use thegs.hasRole(),currentobject, or other logic to evaluate whether a user should have access.
Example:
1. Roles (Correct -)2. Conditional Expressions (Correct -)3. Scripts (Correct -)javascript
CopyEdit
// Allow access only if the user is the requester of the record
answer = current.requested_for== gs.getUserID();
Scripts provideflexibilityby allowing complex access conditions beyond simple roles or expressions.
C. Assignment Rules(Incorrect)
Assignment Rulesare used toautomatically assign recordsto users or groups based on conditions.
They do not defineaccess control permissions.
E. User Criteria(Incorrect)
User Criteriais used inService CatalogandKnowledge Base (KB)to control access to catalog items or knowledge articles.
It isnot usedfor ACLs at the table/field level.
F. Groups(Incorrect)
Groupsare collections of users but cannot be directly used in ACLs.
Instead,roles(which are often assigned to groups) are used to define ACL permissions.
Why Other Options Are Incorrect?
ServiceNow Product Documentation - Access Control Rules
Access Control Rules Overview
Defining Access Control Rules
ServiceNow Security Model
Role-Based Access
Scripted ACLs
References from ServiceNow CSA Documentation:
Knowledge articles within a knowledge base are grouped by category.
True
False
The Answer Is:
AExplanation:
InServiceNow, knowledge articles within aKnowledge Base (KB)aregrouped by categoriesto help users easily find and navigate relevant information.
Hierarchical Structure:
Categories can haveparent-child relationships, allowing forsubcategories.
Example:
Key Features of Knowledge Article Categorization:nginx
CopyEdit
ITSupport
├── Hardware
│ ├── Laptops
│ ├── Printers
├── Software
│ ├── Windows
│ ├── MacOS
Improved Search & Filtering:
Users can filter knowledge articlesby categoryin the Service Portal, Knowledge Management homepage, or in the Global Search.
Permissions & Visibility Control:
Categories can havespecific user criteriato restrict access to certain articles based on roles or groups.
Article Organization & Management:
Knowledge managers canreassign articlesto different categories if needed.
Knowledge Base (KB) articlesare always assigned to acategoryfor structured organization.
Without categories, articles would be unstructured and difficult to locate.
Knowledge Management Overview
Knowledge Management in ServiceNow
Creating and Managing Knowledge Categories
Knowledge Base Categories
Why the Answer is True?References from ServiceNow CSA Documentation:Final Verification:Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.
Which configuration allows you to use a script to coalesce data in Import Sets?
Multiple-field coalesce
No coalesce
Conditional coalesce
Single-field coalesce
The Answer Is:
CExplanation:
InServiceNow Import Sets,coalescingis the process ofmatching existing recordsto avoid duplicate entries when importing data.Conditional coalesceis the only method that allows using ascriptto determine if records should be updated or inserted.
Single-field Coalesce (Incorrect)
Usesone fieldto determine if a record exists.
If a match is found, the record isupdated; otherwise, a new record is created.
Example: Usingemailas a coalesce field when importing user data.
Multiple-field Coalesce (Incorrect)
Usesmultiple fieldsto find a match.
If all specified fields match, the record isupdated. Otherwise, a new record is created.
Example: MatchingFirst Name + Last Name + Email.
No Coalesce (Incorrect)
Every import creates anew record, regardless of whether a similar record exists.
Conditional Coalesce (Correct)
Allows using ascript to define custom logicfor identifying records to update.
This isthe only coalescing method that supports scripting.
Example:
A script can check if eitheremailoremployee IDexists, andif neither exist, create a new record.
Types of Coalescing in Import Sets:
Understanding Coalesce in Import Sets
Import Set Coalescing
Conditional Coalesce Scripting
Using Conditional Coalesce
References from ServiceNow CSA Documentation:
Which of the following statement describes the purpose of an Order Guide?
Order Guides restrict the number of items in an order to only one item per request
Order Guide provide a list of guidelines for Administrators on how to set up item variables
Order Guide provide the ability to order multiple, related items as one request
Order Guides take the user directly to the checkout without prompting for information
The Answer Is:
CExplanation:
InServiceNow Service Catalog, anOrder Guideis a feature that allows users toorder multiple, related catalog items in a single request, simplifying the ordering process.
Helps usersrequest multiple items togetherinstead of submitting separate requests.
Ensures that related items are grouped logically (e.g., when onboarding a new employee, an Order Guide can include a laptop, software licenses, and access to required applications).
Usesvariables and rulesto pre-fill certain values and guide users through the ordering process.
Reduces the number of individual requests and makes fulfillment more efficient.
Purpose of an Order Guide:
(A) Order Guides restrict the number of items in an order to only one item per request – Incorrect
This isnot truebecause Order Guides allow users to requestmultiple itemsat once.
Asingle request (REQ#) is generatedthat contains multiple Requested Items (RITMs).
(B) Order Guides provide a list of guidelines for Administrators on how to set up item variables – Incorrect
Order Guides are forusers, not just administrators.
Theydo not provide setup guidelines; instead, they simplify ordering for end-users.
(C) Order Guides provide the ability to order multiple, related items as one request – Correct
This is theprimary functionof an Order Guide.
Instead of placing separate orders for different catalog items, a user can add allrelateditems to asingle request.
Example:Employee Onboarding Order Guide
Laptop
Email account
VPN access
Software (e.g., Microsoft Office, Adobe Suite)
(D) Order Guides take the user directly to the checkout without prompting for information – Incorrect
Order Guidescan include user prompts(variables, conditions) before checkout.
Users may be asked for specific detailsbeforesubmitting the request (e.g., laptop specifications, software preferences).
Explanation of Each Option:
Use dynamic variables: Order Guides can ask questions that determine which items should be included in the request.
Improve user experience: Order Guides streamline ordering, ensuring users request all necessary items without forgetting anything.
Enhance fulfillment efficiency: Since multiple items are grouped in one request, IT and fulfillment teams can process them together, reducing delays.
Example Use Cases:
New Hire Onboarding(laptop, software, security badge, phone)
Office Setup Request(desk, chair, monitor, accessories)
Additional Notes & Best Practices:
ServiceNow Docs: Order Guides Overview
https://docs.servicenow.com
ServiceNow Community: How to Configure an Order Guide
https://community.servicenow.com
References from Certified System Administrator (CSA) Documentation:
Which one of the following modules can be used to view field settings for a table?
Tables & Columns
Access Control
Columns and Fields
Tables and Fields
The Answer Is:
AExplanation:
In ServiceNow,Tables & Columnsis the module that allows administrators to view and managefield settingsfor a table. This module provides a list of tables in the system along with details about theircolumns (fields), data types, and attributes.
Displaysall fields (columns)within a selected table.
Showsdata types, attributes, and configurationsof each field.
Allows admins toadd, modify, or removefields.
Provides details onrelationships between tables(e.g., reference fields, one-to-many relationships).
Navigate to:System Definition > Tables & Columns
Select a table to view itsfield settings.
B. Access Control – Incorrect
This module managessecurity rules (ACLs)for accessing records but does not display table field settings.
C. Columns and Fields – Incorrect
No such module exists in ServiceNow.
D. Tables and Fields – Incorrect
The correct module name is"Tables & Columns", not "Tables and Fields".
ServiceNow Docs: System Definition – Tables & Columns
ServiceNow CSA Study Guide – Table Administration
ServiceNow Product Documentation: Managing Fields in a Table
Key Features of the "Tables & Columns" Module:How to Access Tables & Columns in ServiceNow:Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
