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
