What Is the purpose of the Fitter navigator In the Application Navigator?
Filter applications in order of use
Quickly navigate to applications and modules
Collapse and expand applications
List applications In order of Top Requests
The Answer Is:
BExplanation:
TheFilter Navigatorin theApplication Navigatoris a powerful search tool inServiceNowthat allows users toquickly find applications and modulesby typing keywords instead of manually browsing through the navigation menu.
Quick Navigation:
Users can type thename of an application or moduleto locate it instantly.
Example: Typing"incident"in the Filter Navigator will show links to"Create New Incident," "All Incidents," "Open Incidents," etc.
Dynamic Filtering:
The list of applications and modulesdynamically updatesas you type.
Helps users findrelevant sectionswithout scrolling through the full menu.
Keyboard Navigation Support:
Users canuse the keyboard (arrow keys and Enter)to navigate through the filtered results.
Time-Saving Feature:
Reduces the need toexpand and collapse menus manually.
Especially useful fornew users or users working across multiple modules.
Key Functions of the Filter Navigator:Why Option B is Correct?The Filter Navigator is specifically designed to help users quickly search and navigate to applications and modules.
Why Other Options Are Incorrect?A. Filter applications in order of use→ Incorrect
The Filter Navigatordoes not sort applications by usage; it simply filters based on text input.
C. Collapse and expand applications→ Incorrect
Expanding/collapsing applications is donemanually, but the Filter Navigator is purely forsearching and filtering.
D. List applications in order of Top Requests→ Incorrect
The Filter Navigatordoes not rank applicationsby usage or requests. It onlyfiltersbased on search input.
ServiceNow Docs – Using the Filter Navigatorhttps://docs.servicenow.com
ServiceNow Learning – Application Navigator and UI Features
References from Certified System Administrator (CSA) Documentation:
When does the Submit button appear on a form?
When saving an old record
When creating a new record
When changing the reference field in an existing record
When updating an existing record
The Answer Is:
BExplanation:
InServiceNow, theSubmit buttonappears whencreating a new record, but it is not visible when editing an existing record. Instead, when editing an existing record, theUpdate buttonis used.
Creating a New Record:
When a user opens a form to create anew record, theSubmit button appears.
ClickingSubmitsaves the record and closes the form.
Example: When creating anew Incident, Change Request, or User record, the Submit button is visible.
Editing an Existing Record:
When a useropens an existing record, theUpdate button replaces the Submit button.
ClickingUpdatesaves the changes but does not create a new record.
Example: Editing anexisting Incident recorddoes not show a Submit button, only Update.
Changing a Reference Field in an Existing Record:
Updating areference field(like Assigned To or Caller) in an existing record does not trigger aSubmitbutton—onlyUpdateis available.
Saving an Old Record:
TheSavebutton may be available when a user makes changes but does not want to exit the form.
When Does the Submit Button Appear?When Does the Submit Button NOT Appear?Why Option B (When Creating a New Record) is Correct?The Submit button appears only when a new record is being created.
Why Other Options Are Incorrect?A. When saving an old record→ Incorrect
TheSave buttonappears when modifying an existing record but does not replaceSubmit.
C. When changing the reference field in an existing record→ Incorrect
Editing a reference field doesnotmake the Submit button appear. OnlyUpdateis available.
D. When updating an existing record→ Incorrect
TheUpdate buttonappears instead ofSubmitwhen modifying an existing record.
ServiceNow Docs – Forms and Form Buttonshttps://docs.servicenow.com
ServiceNow Learning – Creating and Editing Records
ServiceNow Developer Portal – Understanding Form Actions (Submit vs. Update)
References from Certified System Administrator (CSA) Documentation:
What is used frequently to move customizations from one instance to another?
Update Sets
Code Sets
Update Packs
Configuration Logs
Remote Sets
Local Sets
Code Packs
The Answer Is:
AExplanation:
Update Setsare the standard way to capturecustomizationsand move them from one ServiceNow instance to another. These customizations include:
Business Rules
UI Policies
Script Includes
Fields and Tables
Workflows
Update Setstrack changes in an instance and allow them to beexportedandimportedinto other environments (e.g., fromDevelopmenttoTestand then toProduction).
They ensure thatconfiguration changesare preserved and applied consistently across instances.
Why is Option A Correct?Why Are the Other Options Incorrect?B. Code Sets
There is no concept ofCode Setsin ServiceNow.
C. Update Packs
Update Packsdo not exist in ServiceNow. The correct term isUpdate Sets.
D. Configuration Logs
Configuration Logsrecord system activity butdo not package customizationsfor migration.
E. Remote Sets
Remote Update Setsexist, but they are just a variation ofUpdate Setsused when moving changes betweenremote instances.
The broader term "Update Sets" is more accurate.
F. Local Sets
No such termexists in ServiceNow.
G. Code Packs
There is no"Code Pack"in ServiceNow.
ServiceNow CSA Guide - Update Sets and Customization Migration
ServiceNow Developer Documentation - Using Update Sets
ServiceNow Best Practices - Moving Configuration Between Instances
References to Official Certified System Administrator (CSA) Documentation:
What are two ways to generate an Event? (Choose two.)
Business Rule
Workflow
Log entry
Knowledge article publication
The Answer Is:
A, BWhat icon do you use to change the label on a Favorite?
Clock
Hamburger
Pencil
Three dots
Triangle.
Star
The Answer Is:
CExplanation:
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:
The ServiceNow platform includes which types of interfaces? (Choose three.)
Now Mobile Apps
Agent Control Center
Back Office Dashboard
Service Portals
Now Platform® User Interfaces
Field Service Taskboard
The Answer Is:
A, D, EExplanation:
TheServiceNow platformprovides variousinterfacesfor users to interact with the system based on their role and requirements. These interfaces cater to different use cases, such as web-based, mobile, and portal-based access.
Now Mobile Apps (A) –Correct
ServiceNow providesNow Mobile applicationsfor bothiOS and Android.
These apps allow users to access self-service options, request services, check approvals, and complete tasks from mobile devices.
Apps includeNow Mobile, Field Service Mobile, and Mobile Agent.
Service Portals (D) –Correct
Service Portalsprovide auser-friendly web interfacethat allows users tosubmit requests, search for knowledge, and interact with catalog itemsin a simplified way.
Service Portals are customizable and used forself-service and customer-facing interactions.
Now Platform® User Interfaces (E) –Correct
This includes the standardUI16 (Current Web Interface), UI Builder for custom interfaces, and theClassic UIfor legacy systems.
Users can access ServiceNow throughdesktop web browsers, mobile web interfaces, and UI frameworks.
B. Agent Control Center(Incorrect)
No such predefined interface exists in ServiceNow as "Agent Control Center."
C. Back Office Dashboard(Incorrect)
This is not a standard ServiceNow interface but may be a custom-built dashboard.
F. Field Service Taskboard(Incorrect)
This is afeaturewithinField Service Management (FSM), not a platform-wide interface.
ServiceNow User Interfaces Overview:https://docs.servicenow.com/en-US/bundle/utah-platform-user-interface/page/administer/navigation-and-ui/concept/c_NavigationAndTheUserInterface.html
Now Mobile App:https://docs.servicenow.com/en-US/bundle/utah-now-mobile/page/administer/service-now-mobile/concept/now-mobile-overview.html
Types of Interfaces in ServiceNow:Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:
What are three security modules often used by the System Administrator? (Choose three.)
System Properties > Security
Utilities > Migrate Security
System Security > Security
Self-Service > My Access
System Security > Access Control (ACL)
Password Management > Security Questions
System Security > High Security Settings
The Answer Is:
A, E, GExplanation:
ServiceNow provides multiplesecurity-related modulesthat aSystem Administratorfrequently uses to manage access, authentication, and overall system security.
Why These Options Are Correct?A. System Properties > Security
This module allowsadministrators to configure general security settings, including password policies, session timeout, and encryption settings.
It helps manage security parameters at a system-wide level.
E. System Security > Access Control (ACL)
Access Control Lists (ACLs)define what data users can access, modify, and delete within the instance.
ACLs operate at thetable, field, and record levels, ensuring proper role-based access control (RBAC).
This is one of themost commonly usedsecurity modules by admins.
G. System Security > High Security Settings
High Security Settings (previously known as Security Hardening)enforce strict security controls, such as requiring multi-factor authentication (MFA) and enforcing strict password policies.
It is often used for compliance withsecurity regulationslike HIPAA, GDPR, and ISO 27001.
Why the Other Options Are Incorrect?B. Utilities > Migrate Security
This optiondoes not existin ServiceNow. There is no"Migrate Security"under Utilities.
C. System Security > Security
There is no"System Security > Security"module in ServiceNow. The correct structure isSystem Security > Access ControlorSystem Properties > Security.
D. Self-Service > My Access
This is aself-service modulefor end users to request and review their access.
It isnota tool thatSystem Administratorsuse to manage security settings.
F. Password Management > Security Questions
This is used to configuresecurity questions for password recoverybut isnot a core security modulethat admins frequently use.
General Security Settings in ServiceNow
ServiceNow Access Control (ACL) Best Practices
ServiceNow System Security and Role Management
References to Official Certified System Administrator (CSA) Documentation:
What is a role in ServiceNow?
A role is one record m the Role [sys_user_role] table
A role is one record in the Role Iuser_sys_role] table
A role is a persona used In Live Feed Chat
A role Is a set of modules for a particular application
The Answer Is:
AExplanation:
In ServiceNow, aroleis arecord stored in the sys_user_role tablethat defines a set ofpermissionsfor users. Roles determine what users cansee and dowithin the platform by granting access to applications, modules, and specific functionalities.
Stored in thesys_user_roletable.
Assignpermissionsto users and groups.
Define access toapplications, modules, and records.
Can beinheritedby users throughgroup membership.
Used inAccess Control Rules (ACLs)to restrict or allow access to records.
Key Features of Roles in ServiceNow:Common Roles in ServiceNow:Role Name
Description
admin
Full system access, including configuration and security settings.
itil
Allows access to IT Service Management (ITSM) modules like Incident, Change, and Problem.
catalog_admin
Manages the Service Catalog.
knowledge_manager
Manages the Knowledge Base.
Roles arestored as recordsin thesys_user_roletable.
Each role grantsspecific permissionsto users.
Users can have multiple roles assigned to them.
B. A role is one record in the Role [user_sys_role] table – Incorrect
The correct table name issys_user_role, not "user_sys_role".
C. A role is a persona used in Live Feed Chat – Incorrect
Live Feed is a collaboration tool, butroles are not personas for chat.
D. A role is a set of modules for a particular application – Incorrect
Rolesgrant accessto modules, but they arenotthe modules themselves.
ServiceNow Docs: User Roles & Permissions
ServiceNow CSA Study Guide – Role-Based Access Control
ServiceNow Product Documentation: sys_user_role Table
Why "A. A role is one record in the Role [sys_user_role] table" is the Correct Answer?Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:
What feature can track the amount of time that a task has been open, to ensure that tasks are completed within an allotted time?
Task Escalation Clock
Service Level Agreements
Inactivity Monitor
Response Time Clock
Business Time Remaining
The Answer Is:
BExplanation:
AService Level Agreement (SLA)in ServiceNow is a tracking mechanism that ensures tasks are completed within a specified time frame. SLAs help inmonitoring and enforcing deadlinesfor various tasks, such as incidents, changes, or service requests.
Tracks Task Duration
SLAs calculate theelapsed timesince a task was created and determine if it meets or breaches the defined resolution targets.
Ensures Timely Completion
SLAs definestart, pause, and stop conditionsbased on specific criteria (e.g., an incident must be resolved within 8 hours).
Visual Indicators
SLAs includeprogress bars, warning alerts, and breach notificationsto help users track deadlines.
Works with Business Rules and Workflows
SLAs can triggerescalations, notifications, or automated actionsif a task is at risk of breaching the SLA.
A. Task Escalation Clock(Incorrect)
No such feature called "Task Escalation Clock" exists in ServiceNow. Escalations are handled usingSLA workflows and escalation rules.
C. Inactivity Monitor(Incorrect)
TheInactivity Monitoris used to detect when a task has not been updated for a specific period, but it does not enforce time-bound completion.
D. Response Time Clock(Incorrect)
No specific "Response Time Clock" exists in ServiceNow.Response SLAstrack thetime taken to acknowledge a task, but this is part of the broader SLA system.
E. Business Time Remaining(Incorrect)
This isnot a specific featurebut rather a calculated field within SLAs that shows the time remaining before an SLA breaches.
Service Level Agreements (SLA) Overview:https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-level-management/concept/c_ServiceLevelAgreements.html
How SLAs Work in ServiceNow:https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-level-management/concept/slas-how-work.html
Key Features of SLAs in ServiceNow:Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:
What do you need to do before you can use an Application-based trigger in your flow?
Activate application trigger spoke
Activate trigger security rules
Activate application spoke, and plug-ins as needed
Assign Application trigger role [sn_app_trigger_write] to SME
Activate application plugins only
The Answer Is:
CExplanation:
In ServiceNow Flow Designer, anApplication-based triggeris used to initiate a flow based on events from a specific application. Before using an application-based trigger, you must ensure that the necessaryapplication spokeand any requiredplug-insare activated.
Application Spokes:
Spokes are pre-built integration modules that allow Flow Designer to interact with different applications within ServiceNow.
Each application that provides triggers typically has its own spoke.
Plug-ins:
Some application spokes rely on additional plug-ins for full functionality.
These plug-ins must be enabled before the application-based triggers can be used.
A. Activate application trigger spoke→ Incorrect
There is no generic "Application Trigger Spoke." Instead, each application has its own spoke that must be enabled.
B. Activate trigger security rules→ Incorrect
Security rules govern access to triggers, but they do not enable the functionality of application-based triggers.
D. Assign Application trigger role [sn_app_trigger_write] to SME→ Incorrect
Roles likesn_app_trigger_writemay provide permissions but do not activate the trigger itself.
E. Activate application plugins only→ Incorrect
While plug-ins may be necessary, you also need to activate the corresponding spoke.
