CSA Exam Jan. 2025

What are the table relationships

- One to Many (i.e, Incident to Problem) - Many to Many (i.e., Groups and Roles).......need a intermediary or junction M2M table to connect - Database views... Database view plugin. Read only for reporting purposes - Extensions (i.e, Incident) A table that extends (is an extension of) another table is a child class. The table from which it extends is the parent class

What are ACL operation examples

-CRUD - Execute - user cannot define relationships between CIs -Save_as_template: controls the field that should be saved when a template is created -Repotr_on: user cannot create reports on the object -Personalize_choices: user cannot right click on a choice list field and select configure choices

What are the two ways to add new fields

1. Data Dictionary All > System Definition > Tables Open table record On Columns tab, click New 2. Form Layout Right Click > Configure > Form Layout > Create New Field

What are the table types?

Base Table - parent class that is not an extension of another table is called a base table (base class) Core Table - tables that exist in the base system Custom Table - tables created by admins and devs. Custom tables in global start with u_. Custom tables in app scope start with x_.

What are the Business Rule "When" execution order options

Before a record is saved to the database After a record is saved to the database Async(queued; client and server work independently so client is not waiting on server Aka Scheduled job Display before the record is displayed

What does publishing a report do

Generates a permalink when published NOTE: the sys_property glide.report.published_reports.enabled needs to be set to true to see the publish option

How do you change application scopes

Globe icon in upper right corner

What is an update set

Group of configuration changes that can be moved from one instance to another

What is a variable set

Groups together variables that should be shared between catalog items (M2M relationships between catalog items are variable sets)

How can you edit module link

Hover over link and choose pen and paper icon

Context menus in Workspace

Hover to drag and change the column width Click 6 dots icon on right side of column to move column Click 3 dots on column header to filter out cells Click 3 dots on cell to for more UI actions

What are the OOTB workflows for Knowledge

Instant Publish Instant Retired Approval Publish Approval Retire

What is the scripting language in SN

JavaScript

What are context menus in the classic view

List Controls Menu -Hamburger menu to switch views, add filters + save them, group by, show, refresh, list or create favorite Column Options menu Three vertical dots on each column to sort, group, report, configure, import, export, Update Selected, Update All, Create App Files, Import XML, Show XML List Fields (Right-click) context menu Right click in a row's cell to open the List Fields Context Menu Show matching filter out copy url to clipboard Copy sys_id Assign tag View article

In what order are access controls evaluated

Match the object against table ACL rules - most specific to most general Match the object against field ACL rules - most specific to most general

What are tags

Metadata allows you to mark something without adding columns on a table

What is the child of an application in the app menu

Module

How do you apply an update set

Navigate to All > System Update Sets > Retrieved Update Sets 1. Click Import Update Set from XML related link 2. Choose a file to upload 3. Upload the file Typically process of retrieving an update set includes Retrieve, Preview, Commit 4. Preview Update Set 5. Commit Update Set

Do subflows have a trigger

No

What are delegated developers

Non-admin users and groups which are assigned one or more permissions to develop applications

How to use a template

On a form > (...) > Toggle Template Bar Can also use a template in the workspace side bar when opening (+) a new record

How to configure choice list

Open a record > Right click on a dropdown field > In Enter new item field, enter the new dropdown value name

Basic Monitoring and Upgrade functions

Performance Dashboard Performance Analytics > Dashboards Response times UI transactions System Diagnostics System Diagnostics => stats Or type stats.do in filter navigator Java applet Status tools records statistics for system activities that affect performance such as the execution of queries, scripts, and transactions Instance Scan health Scan - Two reports available for instance healthscan (HealthScan Scorecard v2, HeathScan Configuration Review) Release Notes Upgrade Center Reactive scan

What is an instance stack

Production and non-production copies of ServiceNow for a customer including: prod dev test PDI (sandbox is NOT in stack)

What is a dependency view in the cmbd?

Provides an interactive graphical interface to visualize relationships between config items

Types of Fields

Reference Date/Time Choice True / False String - 255 characters or less Multi line choice - 256 characters or more List - reference with more than one value Currency Integer + many more

What are filters on a reference field called

Reference qualifiers

What records are created once a user orders a service catalog item

Request Record Requested Item Record Catalog Task Once each task is completed, the item will be marked as complete. Once all items are complete, the request record will be completed as well.

How to create new related list

Right Click on form header > Configure > Related Lists Sys UI > Related Lists

What is a service catalog

Robust ordering system for services and products offered by various departments for users

What is a data policy

Rule that enforces data consistency by setting fields as mandatory and/or read-only. Applied to ALL data entered into platform. A Data policy executes on the server side but can also run as a UI policy on the client side Use check box "Use as UI Policy on client" to do this.

Which admins have elevated privileges

Security Admin HR Admin

What is the CMDB

Series of tables and fields that contain all of the Configuration items (Cis) controlled by your company, as well as their attributes and relationships

How can you install applications

ServiceNow store Usually custom app scoped

What is the Integration Hub

Set of spokes that offer pre-built sets of integration actions to interact with common third party apps (integration actions also referred to as spokes)

What are the filters on a schema map

Show extending: Shows child on the left Show extended: Shows parents on the right Show referenced: All the tables the og table refers to Show referencing: All the tables the og table is referenced in

How do you use email layouts and templates with notifications

Step 1 - create email layout (UI) All > System Policy > email > Layouts Step 2 - apply layout to email template (content) All > System Notification Email > templates Steps 3 Apply template to notification (what it will contain tab) All > System Notification > Email > Notifications

What is the unique identifier for every record in SN

Sys ID - 32 character; 128 bit unique identifier GUID - globally unique identifier Also called a foreign key.

How do you enable impersonation system logs

Sys_property > glide.sys.log_impersonation true

What are the persona types in the platform

System Admin Specialized Admin Process User Approver Requester (self-service)

How do you create an application menu

System Definition > Application Menu

How can you access schema maps

System Definition > Tables & Columns On any table record

How do you enable Next Experience

System properties > glide.ui.polaris.experience true

What are configuration items

Tangible or intangible devices or applications in the CMDB such as firewalls, computers, email services, and services

What are the flow components in flow designer

Trigger (record based, date-based, app-based) Action Data (pills)

How can you explore an application before purchasing

Use a PDI Use a non-production instance

What is a UI policy

User Interface (UI) policy is a rule that is applied to a form to dynamically change information or the form itself. Browser side. (make a field mandator or optional, hidden or visible, read-only or editable)

What is NOT captured in an update set

What is not captured in an update set New Data records Modified data records Modified Cis New users and groups Schedules Scheduled jobs Dashboards* *Special case. Update sets can capture dashboard. Dashboard record in context menu UI action called "unload dashboard" Can do this while running the update set

Ways to interact with the ServiceNow platform

Workspaces Service Catalog Dashboards Lists Forms Knowledge Bases

What are the key system CMDB tables

cmdb, cmdb_CI, and cmdb_rel_ci

What are the components of a filter

fields, operator, value

Data management plugins

o Data archiving o Database Rotations o Many to Many task relations

Service management plugin views

o Incident_sla o Incident_metric o Incident_time_worked

What are the three ways a client script can run

onLoad OnChange OnSubmit

What is the choice list table name

sys_choice

List of all system properties

sys_properties.list

What is the user table name

sys_user

What is the group table name

sys_user_group

Import Sources

· Import data sources o JSON o SOAP/XML o CSV o XLSX · External Import Sources o LDAP o OIDC o REST (IntegrationHub) o JDBC o Custom (load by script)

What is the Knowledge article workflow

Draft>Review>Schedule for Publish>Published>Pending Retirement>Retired>Outdated

Wat are the baseline self-service portals

Employee service IT HR Portals available with additional licenses: Employee center pro /esc Community /community Customer Support /csm Customer Service /csp

What are the three attributes of a field

Field label - user friendly term which allows people to identify the field in the user interface Field Name - system-friendly unique term that the system uses to identify the field Field data - the values are the actual data entered into the field

What are variables in the Service Catalog?

Fields that provide questions to help the requestor specify what item, option, or service to order (1:1 relationship with a catalog item)

How can sys admins see which release in running on an instance

Filter navigator > stats.do

What is a record producer

A form that produces a task record. Type of catalog item (i.e., reporting a defect)

What is a tool tip

A text prompt that appears when you hover over a module in the filter navigator

What are the formatter fields

Activity formatter Process flow formatter Parent breadcrumb formatter Approval summarizer formatter CI relations formatter

What are UI actions?

Add buttons, links, and context menu items on forms and lists, making the UI more interactive, customizable, and specific to user activities The New button the existing list of All Incidents is an example of a UI Action Exposed on UI properties page Save, Insert, Insert and Stay

What is customization

Additional functionality that does not exist in the platform: -Enhance a portal widget to display lists with complex access controls -Add a table for special billing requirements

Where can you create or modify Service Catalog items

All > Service Catalog > Catalog Definitions > Maintain Items

How can you install plugins

All > System Applications > All Available Applications > All All > System Definitions > Plugins Plugins can be global or custom app scoped.

How do you start a new update set

All > System Update Sets > local Update Sets and click New

How do you access flow designer

All>Process>Automation> Flow Designer (since Kingston)

What is application scoping important

App scoping protects applications by identifying and restricting access to available artifacts and data. All app developed prior to Fuji are in global scope.

What roles give access to the CMDB

Asset Itil Itil_admin Cmbd_read

What is an order guide

Assist customers in ordering a complete set of needed items and to help users see item relationships

What are the two interfaces to configure forms

Form Design & Form Layout

Where can you explore the CMDB class hierarchy, CI table definitions, and class Cis

CI Class Manager

What is created by default when a custom table is created

CRUD access control rules A custom role

What is SideBar

Chat window where agents can have real-time collaboration with others based around a workspace task-based or interaction-based record

What are the modules that fall under Instance Scan

Checks Suites Results & Findings Dashboard (performance dashboard) Table Cleanup

What are the components of a notification

Choose when to send Choose who will receive Choose What is will Contain

What is a client script

Client scripts make real time changes to the appearance of the UI on browser side. Especially forms. A UI policy is a specialized version of a client script.

What is configuration

Configuration is no-code: -Update list of categories on form -Add baseline fields to form -Configure list views -Create a service catalog and catalog items -Extend a table for a new hardware class

What is a business rule

Configured to run when a record is displayed, inserted, updated, deleted, or when a table is queried. Executes on server side.

What is virtual agent

Conversational platform that helps users obtain information, make decisions, and perform common work tasks within a messaging interface

Components of a import set

Data sources JDBS, HTTP / FTP, Excel, CSV, XML Import Set Table Transform Target Table

What are the components of an import set

Data sources JDBS, HTTP / FTP, Excel, CSV, XML Import Set Table Transform Target Table

What are the four sections in report designer

Data, Type, Configure, and Style

What can you use to map your organization to the CMDB

Discovery (separated subscription) (horizontal discovery) scans the network to inventoryy devices and applications and updates the CMDB with the results for each unique type of hardware and software Service Mapping (Top-down discovery) augments the CMDB with IT relationships and dependencies between CIs to model the IT Components that comprise a Service