Free Practice Questions for ServiceNow CSA Exam

InServiceNow, thePencil (✏) iconis used toeditandcustomizeFavorites in theApplication Navigator.

Open theApplication Navigator.

Locate theFavoritessection.

Click thePencil (✏) iconnext to the favorite you want to edit.

Choose anew iconandcolor.

ClickSaveto apply changes.

B. Star

TheStar iconis used toadd or removea favorite,not editit.

C. Clock

TheClock iconrepresentsRecently Viewed items, not Favorites customization.

D. Triangle

NoTriangle iconis used for modifying Favorites in ServiceNow.

To rename a field label in ServiceNow (such as changing "Priority" to "PValue"), you must eitherupdate the dictionary definitionorchange the field label.

Right-click on the "Priority" field labelin the form.

Select"Configure Dictionary".

Update the"Label" fieldto "PValue".

Save the changes.

The new label will now be reflected across the system where applicable.

Right-click on the "Priority" field labelin the form.

Select"Configure Label".

Update thelabel textto "PValue".

Save the changes.

This methodonly changes the field labelfor display purposeswithout affecting the underlying database structure.

B. Right-click on Priority and select Configure Display Settings

There isno "Configure Display Settings"option when right-clicking on a field label in ServiceNow.

D. Right-click on Priority and select Configure Column

"Configure Column" is used forlist views, not for changing field labels on forms.

ServiceNow Field Labels and Dictionary

ServiceNow CSA Training Module:"Configuring Forms and Fields"

Option 1: Configure Dictionary (Recommended for Full Customization)Option 2: Configure Label (Quick Change for Display Purposes)Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

When importing data into ServiceNow,data integrity and accuracyare critical. ServiceNow recommendscleaning and verifyingdatabefore importingit into the system.

Obsolete or inaccurate datacan cause duplicate or incorrect records.

Pre-cleaningensures onlyrelevant, high-quality datais loaded into ServiceNow.

Improves system performanceby preventing unnecessary data clutter.

Identify and remove obsolete records(e.g., inactive users, old assets).

Fix formatting issues(e.g., date formats, duplicate values).

Verify data mappingsto ensure correct field alignment.

Use a small test importbefore a full-scale import.

Best Practice: Clean Data Before ImportingRecommended Pre-Import Steps:

A. Adjust your Transform maps, after the data is loaded into the target table →Incorrect

Transform Mapsshould be setbefore importing, not after.

Adjusting them afterward may requirereloading data.

B. Use extremely large Import Sets, instead of multiple large Import Sets →Incorrect

Large imports can causeperformance issues.

Best practice: Useincremental importswith data validation.

C. Create a new Import Set table for each new data load →Incorrect

Reusing Import Set tablesis more efficient.

New tables are neededonly for major structural differences.

E. Monitor data quality and clean imported data, using the Data Scrub Workspace →Incorrect

No such featureas "Data Scrub Workspace" exists in ServiceNow.

Datashould be cleaned before importing, not after.

Why Other Options Are Incorrect?

Best Practices for Importing Data

Preparing Data for Import

To customize thebanner image, text, and colorsof your instance in ServiceNow, you use theSystem Properties > Brandingmodule. This module allows administrators to control variousUIaspects, including thebrandingof the system.

Banner Image: Change the header image seen across the UI.

Text: Customize the text displayed in the header or other branding areas.

Colors: Modify the colors of various UI elements to match your company's branding.

Key Customizations Available in Branding:This is typically applied to bothUI16 (desktop)andUI11 (classic)interfaces, ensuring a consistent experience across the instance.

A. Homepage Admin > Pages > Branding– This is used forhomepagesrather than global instance branding.

C. System Properties > Basic Configuration UI16– This section allows configuration of theUI layout and elementsbut does not specifically manage branding elements like banner image and colors.

E. Service Portal > Portals > Branding– This is specific toService Portal branding, not for global instance customization.

ServiceNow Branding Configuration

ServiceNow CSA Training Module:"System Properties and Branding"

Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

In ServiceNow,data policiesenforce rules to ensure data consistency and integrity across the platform. They can be applied at both theserver-sideandclient-side, even outside the standard UI (such as data imports and APIs).

Incident numbers should be read-only on all lists and forms, for all users.

Data policies can enforce field read-only rules globally.

TheIncident number (Number field) is typically auto-generatedand should not be editable by users. A data policy can ensure it remains read-only across all interfaces.

Short Description field should be mandatory, on all records, across all applications, on insert.

Data policies can make a field mandatory across the system, not just on specific forms.

UnlikeUI policies(which work only in forms), adata policy ensures this rule applies even during imports and API updates.

B. Dictionary Design Policy– No such policy exists in ServiceNow.

C. Data Quality Policy– This isnot a defined policy typein ServiceNow.

D. Field Criteria Policy– Not a recognized policy type in ServiceNow.

ServiceNow Data Policies Overview

ServiceNow CSA Training Module:"Data Policies vs. UI Policies – When to Use Each"

How Data Policies Apply to This Scenario:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation: