매달, 우리는 1000명 이상의 사람들이 시험 준비를 잘하고 시험을 잘 통과할 수 있도록 도와줍니다.
ServiceNow Certified System Administrator 온라인 연습
최종 업데이트 시간: 2025년10월10일
당신은 온라인 연습 문제를 통해 ServiceNow CSA exam 시험지식에 대해 자신이 어떻게 알고 있는지 파악한 후 시험 참가 신청 여부를 결정할 수 있다.
시험을 100% 합격하고 시험 준비 시간을 35% 절약하기를 바라며 CSA exam 덤프 (최신 실제 시험 문제)를 사용 선택하여 현재 최신 147개의 시험 문제와 답을 포함하십시오.
정답:
Explanation:
To translate Service Catalog items into multiple languages in ServiceNow, the Translation Framework plugin (com.glide.translation_framework) must be activated.
This plugin enables automatic translation of text fields, including:
Service Catalog items
Knowledge Base articles
Field labels
UI components
Key Features of the Translation Framework Plugin:
Provides multi-language support for catalog items.
Uses machine translation or manual translation mapping.
Works with the ServiceNow Language Packs to provide localized experiences.
Why "B. Translation Framework Plugin" is the Correct Answer?
The Translation Framework plugin (com.glide.translation_framework) is specifically designed to support multi-language content translation for the Service Catalog.
It allows translation of catalog item descriptions, labels, and options without custom scripting.
Explanation of Incorrect Options:
A. Localization Framework Plugin (com.glide.localization_framework) C Incorrect
This plugin helps with localization settings but is not specifically for catalog item translation.
C. Multiple Language Framework Plugin (com.glide.multiple.language_framework) C Incorrect No such plugin exists in ServiceNow.
D. Language AI Framework Plugin (com.glide.language.ai_framework) C Incorrect
This is not a valid ServiceNow plugin.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs: Translation Framework Plugin
ServiceNow CSA Study Guide C Multi-language Support
ServiceNow Product Documentation: Translating Service Catalog Items
정답:
Explanation:
In ServiceNow, users can log into the Service Portal using certificate-based authentication methods.
The two commonly supported methods are:
정답:
Explanation:
In ServiceNow, administrators can reuse the same notification content across multiple channels (such as email, SMS, and push notifications) by using Common Notification Content.
Key Features of Common Notification Content:
Consistency Across Channels
Ensures that the same message format is used across email, SMS, and push notifications.
Easier Maintenance
Instead of creating separate content for each channel, administrators can manage all notification content from one place.
Dynamic Content
Supports variables and dynamic placeholders to customize messages based on recipient data.
Why Other Options Are Incorrect?
A. Configure Default notification content ❌
Incorrect: There is no "default notification content" feature in ServiceNow.
B. Enable Actionable notification content ❌
Incorrect: Actionable notifications allow users to take actions directly from the notification, but they do not manage common content.
D. Set up Related notification content ❌
Incorrect: No such feature as "Related notification content" exists in ServiceNow.
Reference from ServiceNow CSA Documentation:
Common Notification Content Overview
ServiceNow Notification Management
Setting Up Common Notification Content
Creating Reusable Notification Content
정답:
Explanation:
The Application Integration and Plugin Delivery (A1PD) SpokeBatch Install plugin in ServiceNow allows users to install multiple applications, customizations, and plugins at once.
Key Features of A1PD SpokeBatch Install:
Batch Installation
Enables administrators to install multiple applications or plugins simultaneously, reducing manual effort.
Automated Delivery
Facilitates automated deployment of related applications and customizations.
Improved Instance Management
Ensures consistent configurations across multiple instances (e.g., Dev → Test → Prod).
Why Other Options Are Incorrect?
B. Continuous Integration and Continuous Delivery (CICD) SpokeBatch Install ❌
Incorrect: CICD is used for version control and automated deployments, not plugin installation. C. Multiple Integration and Process Delivery (MIPD) SpokeBatch Install ❌ Incorrect: No such ServiceNow plugin exists.
D. Quick Integration and Multiple Delivery (QIMD) SpokeBatch Install ❌ Incorrect: No such ServiceNow feature exists.
Reference from ServiceNow CSA Documentation:
A1PD Plugin Overview
ServiceNow Plugin Installation
Application Integration Best Practices
Managing Installed Applications
Final Verification: ✅ Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.
정답:
Explanation:
The ServiceNow Virtual Agent is an AI-powered chatbot that assists users within a messaging interface (such as Microsoft Teams, Slack, or Service Portal). It helps automate resolutions and guide users through common IT and HR issues.
What is Incident Auto-Resolution?
Incident Auto-Resolution allows Virtual Agent to automatically detect, intercept, and resolve incidents before they reach a human agent.
It applies machine learning (ML) and predefined rules to determine whether a ticket can be resolved through automation.
If an issue matches a known solution, the Virtual Agent provides the resolution steps to the user.
If self-resolution fails, the ticket is escalated to an agent.
Why is "A. Incident Auto-Resolution" the Correct Answer?
It is an official feature in ServiceNow Virtual Agent.
It allows the chatbot to intercept incidents and attempt resolution before escalation.
Why the Other Options Are Incorrect?
B. Ticket Resolver → ❌ Incorrect
"Ticket Resolver" is not an official ServiceNow feature.
C. Virtual Agent Helper → ❌ Incorrect
No feature called "Virtual Agent Helper" exists in ServiceNow.
D. Web Intelligence → ❌ Incorrect
Web Intelligence is not related to ServiceNow Virtual Agent.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs: Virtual Agent & Incident Auto-Resolution https://docs.servicenow.com/en-US/bundle/utah-virtual-agent/page/administer/virtual-agent/concept/incident-auto-resolution.html
This confirms that "Incident Auto-Resolution" is the correct answer, as it allows Virtual Agent to intercept and resolve submitted incidents automatically.
정답:
Explanation:
In ServiceNow Reporting, Function Fields are used to perform calculations, manipulate text, and transform data in a report. These fields allow users to apply arithmetic operations, coalescing, concatenation, and length calculations on existing data.
Key Functions of Function Fields:
Arithmetic Operations C Perform addition, subtraction, multiplication, and division on numeric fields.
Coalesce C Combine multiple fields into one (useful for handling NULL values).
Concatenation C Join multiple string fields together (e.g., combining first and last names).
Length Calculation C Measure the length of a text field (e.g., checking character count in a description field).
Why is "B. Function Fields" the Correct Answer?
Function fields are designed specifically for calculations and data transformations in reports.
They allow advanced data processing without requiring scripting.
Why the Other Options Are Incorrect?
A. Sourcing Fields → ❌ Incorrect
"Sourcing Fields" is not a valid term in ServiceNow reporting.
C. Computational Fields → ❌ Incorrect
While this term sounds relevant, ServiceNow does not use "Computational Fields" in reporting.
D. Calculation Fields → ❌ Incorrect
"Calculation Fields" is not an official ServiceNow reporting term.
Function fields handle calculations, not a separate category called "Calculation Fields."
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs: Function Fields in Reporting https://docs.servicenow.com/en-US/bundle/utah-performance-analytics-and-reporting/page/use/reporting/concept/c_FunctionField.html
This confirms that "Function Fields" is the correct answer for performing arithmetic, coalescing, concatenation, and length calculations in reporting.
정답:
Explanation:
In Performance Analytics (PA), long-term signals are key performance indicators (KPIs) that help organizations make data-driven decisions for sustained workflow stability. These KPIs provide trends over time, allowing businesses to analyze patterns, predict future performance, and optimize workflows for efficiency.
How Long-Term Signals Help in Workflow Stability:
Track Trends Over Time → Identify slow-moving changes and patterns. Support Predictive Analysis → Help in making data-driven strategic decisions. Reduce Unplanned Changes → Avoid reactive decisions by monitoring historical data. Example KPIs Used in Performance Analytics:
Incident Backlog Over Time → Measures incident accumulation to prevent delays.
Change Success Rate → Analyzes how well changes are implemented without failures.
Mean Time to Resolution (MTTR) → Tracks how long it takes to resolve incidents.
Why "A. Long-term signals" is Correct:
✅ Long-term signals provide historical trends that help organizations maintain stable workflows.
Why Other Options Are Incorrect:
B. Non-signals → ❌ No such term exists in Performance Analytics.
C. Anti-signals → ❌ Not a recognized Performance Analytics term.
D. Stability signals → ❌ Misleading term; long-term signals are what provide stability insights.
Reference from CSA Documentation:
ServiceNow Documentation: Performance Analytics Overview
CSA Exam Guide: Covers long-term KPI tracking for workflow stability.
Thus, the correct answer is:
✅ A. Long-term signals
정답:
Explanation:
Update Sets in ServiceNow are used to capture configuration changes so they can be moved between instances (e.g., from development to production). However, new records, new groups, and modified Configuration Items (CIs) are not included in Update Sets by default because they are considered data, not configuration changes.
Breakdown of Each Element:
New Records → Data records (e.g., Incidents, Users, Groups) are not part of an Update Set.
New Groups → Groups are data elements (stored in the sys_user_group table) and are not included in Update Sets.
Modified Configuration Items (CIs) → CIs belong to the Configuration Management Database (CMDB), and changes to CIs are considered data, not configuration changes.
What is Captured in an Update Set?
UI Policies, Business Rules, Client Scripts, Workflows, Forms, and Tables
Changes to system configuration (not transactional data)
Why "B. They are not captured in an Update Set" is Correct:
✅ New records, groups, and modified CIs are considered data, and Update Sets do not track data by default.
Why Other Options Are Incorrect:
A. They are included in an Update Set → ❌ Incorrect because Update Sets do not track data records like CIs, groups, or user records.
C. They are customizations → ❌ Customizations refer to configuration changes, but records and CIs are considered data, not customizations.
D. They do not have anything in common → ❌ All three (new records, groups, and CIs) are data elements, meaning they share the characteristic of not being included in Update Sets.
Reference from CSA Documentation:
ServiceNow Documentation: Update Sets and What They Capture CSA Exam Guide: Covers what is and is not included in Update Sets. Thus, the correct answer is:
✅ B. They are not captured in an Update Set
정답:
Explanation:
In ServiceNow, the Submit button appears when creating a new record, but it is not visible when editing an existing record. Instead, when editing an existing record, the Update button is used.
When Does the Submit Button Appear?
Creating a New Record:
When a user opens a form to create a new record, the Submit button appears.
Clicking Submit saves the record and closes the form.
Example: When creating a new Incident, Change Request, or User record, the Submit button is visible.
When Does the Submit Button NOT Appear?
Editing an Existing Record:
When a user opens an existing record, the Update button replaces the Submit button.
Clicking Update saves the changes but does not create a new record.
Example: Editing an existing Incident record does not show a Submit button, only Update.
Changing a Reference Field in an Existing Record:
Updating a reference field (like Assigned To or Caller) in an existing record does not trigger a Submit button―only Update is available.
Saving an Old Record:
The Save button may be available when a user makes changes but does not want to exit the form.
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
The Save button appears when modifying an existing record but does not replace Submit.
❌ C. When changing the reference field in an existing record → Incorrect
Editing a reference field does not make the Submit button appear. Only Update is available.
❌ D. When updating an existing record → Incorrect
The Update button appears instead of Submit when modifying an existing record.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs C Forms and Form Buttons
https://docs.servicenow.com
ServiceNow Learning C Creating and Editing Records
ServiceNow Developer Portal C Understanding Form Actions (Submit vs. Update)
정답:
Explanation:
In ServiceNow, Access Control Rules (ACLs) determine who can create, read, write, delete, or execute records within a table. Each ACL rule evaluates three main permission requirements, all of which must be true for the rule to apply.
These requirements are:
정답:
Explanation:
An Update Set in ServiceNow is a mechanism for capturing and migrating customizations and configurations from one instance to another (e.g., Development → Test → Production).
What is Captured in an Update Set?
Update Sets record configuration changes, such as:
✅ Tables & Database Schema Changes (e.g., new tables, modified fields)
✅ Form Layout & UI Changes (e.g., changes in form views, UI policies)
✅ Schedules (e.g., Scheduled Jobs, Business Rules with scheduled actions)
✅ Client Scripts (e.g., JavaScript running on the client side)
✅ Business Rules, UI Actions, UI Policies
✅ Workflows, Script Includes, ACLs (Access Control Rules)
✅ Email Notifications, Dictionary Entries, Application Menus
What is NOT Captured in an Update Set?
❌ Data Records (e.g., Incident, Change Request, CMDB data)
❌ Group Memberships & User Data
❌ System Properties (some properties may require manual migration)
❌ Attachments & Scheduled Reports
Why Other Options Are Incorrect?
B. Changes made to tables, forms, views, and fields ❌ (Incorrect)
Views and Fields are part of UI changes, but schedules and client scripts are also included in Update Sets, making Option A more complete.
C. Changes made to tables, forms, Business Rules, and data records ❌ (Incorrect)
Data records (actual table entries like incidents or change requests) are NOT captured in Update Sets.
D. Changes made to tables, forms, groups, and configuration items (CIs) ❌ (Incorrect)
Groups and CIs (CMDB data) are considered data and are NOT included in Update Sets.
Instead, CIs should be migrated using Import Sets or CMDB data export/import.
Reference from ServiceNow CSA Documentation:
Understanding Update Sets
Update Sets Overview
What Gets Captured in Update Sets?
Best Practices for Using Update Sets
정답:
Explanation:
In ServiceNow, an Event is a system-generated notification that indicates an occurrence within the platform. Events are triggered automatically or manually when specific conditions are met and can be used to initiate notifications, business rules, workflows, or integrations.
Key Characteristics of Events in ServiceNow:
Events Indicate That Something Has Happened
Example: When an Incident is assigned, an event like "incident.assigned" can be triggered.
These events do not execute actions themselves, but they notify other processes to take action.
Events Are Stored in the [sys_event] Table
The Event Log (System Policy > Events > Event Log) records all generated events. Administrators can monitor what events were triggered, their sources, and timestamps. Events Can Be Used for Notifications & Workflows
Example: An event "incident.closed" can be configured to send a "Thank You" email to the requester.
Example: A custom event "task.overdue" can be used to trigger a workflow escalation.
Why is "B. An Event is an indication to the ServiceNow processes that something has occurred" the Correct Answer?
Events signal that something has happened, allowing other processes (like email notifications or workflows) to react.
They do not execute actions themselves but notify scripts, business rules, or workflows.
Why the Other Options Are Incorrect?
A. "An Event is a trigger that has a direct response in the platform" → ❌ Incorrect
Events themselves do not trigger direct responses; they only notify the system about occurrences.
The system must be configured to respond to an event (e.g., via a Business Rule, Notification, or Script Action).
C. "An Event is an indicator that a Priority 1 (P1) Incident has been logged" → ❌ Incorrect
While ServiceNow can generate an event when a P1 Incident is logged, events are not limited to incidents.
Events apply to all ServiceNow processes (incidents, changes, tasks, etc.).
D. "An Event is a recognized, scheduled occurrence of a process" → ❌ Incorrect
Events are not scheduled; they are triggered by system activities (e.g., record updates, conditions met).
Scheduled Jobs or Scheduled Scripts handle time-based automation, not events.
How to View and Use Events in ServiceNow?
Navigate to: System Policy > Events > Event Log
Review the event records, including event names, sources, and timestamps.
Navigate to: System Policy > Events > Registry to see predefined event names.
Use Event Registry to create new events that trigger notifications or workflows.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs: Events in ServiceNow https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/events/reference/r_Events.html
ServiceNow CSA Official Training Guide (Event Management & Notifications)
This confirms that "An Event is an indication to the ServiceNow processes that something has occurred" is the correct answer.
정답:
Explanation:
Both UI Policies and Data Policies are used to enforce rules on data in ServiceNow, but they work differently in terms of where and how they apply.
Key Differences Between UI Policies and Data Policies:
Feature
Scope
Execution
UI Policy
Works only on forms in the user interface (UI)
Runs client-side in the browser
Data Policy
Works on all data entry methods, including forms, imports, and web services
Runs server-side on the database
Conversion Can be converted into Data Policies
Enforces mandatory and read-only fields at the database level
All data sources (Forms, Import Sets, Web Services, API)
Cannot be converted into UI Policies
Why "B. Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions" is Correct:
✅ Data Policies apply to all data entry methods, ensuring data integrity no matter how the data enters ServiceNow.
✅ UI Policies only apply to the user interface (forms) and dynamically modify field behavior in real-time.
Why Other Options Are Incorrect:
A. Data Policies run only after UI Policies run successfully → ❌ UI Policies and Data Policies work independently and do not depend on each other.
C. Data Policies can be converted into UI Policies, but UI Policies cannot be converted into Data Policies → ❌ The opposite is true: UI Policies can be converted into Data Policies, but not the other way around.
D. Data Policies run when data is entered through the form, by an Import Set, or by Web Services, while UI Policies are set only by web services → ❌ UI Policies are not related to web services; they only apply to form interactions.
Reference from CSA Documentation:
ServiceNow Documentation: UI Policies vs. Data Policies
CSA Exam Guide: Covers UI Policies and Data Policies differences in form and system-wide data enforcement.
Thus, the correct answer is:
✅ B. Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions
정답:
Explanation:
The Filter Navigator in the Application Navigator is a powerful search tool in ServiceNow that allows users to quickly find applications and modules by typing keywords instead of manually browsing through the navigation menu.
Key Functions of the Filter Navigator:
Quick Navigation:
Users can type the name of an application or module to 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 modules dynamically updates as you type. Helps users find relevant sections without scrolling through the full menu. Keyboard Navigation Support:
Users can use the keyboard (arrow keys and Enter) to navigate through the filtered results.
Time-Saving Feature:
Reduces the need to expand and collapse menus manually.
Especially useful for new users or users working across multiple modules.
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 Navigator does not sort applications by usage; it simply filters based on text input.
❌ C. Collapse and expand applications → Incorrect
Expanding/collapsing applications is done manually, but the Filter Navigator is purely for searching and filtering.
❌ D. List applications in order of Top Requests → Incorrect
The Filter Navigator does not rank applications by usage or requests. It only filters based on search input.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs C Using the Filter Navigator
https://docs.servicenow.com
ServiceNow Learning C Application Navigator and UI Features
정답:
Explanation:
In ServiceNow, the Event Registry is a module that stores and defines all system events that can be triggered within the platform. Events in ServiceNow are used to trigger business rules, notifications, workflows, and integrations based on specific system activities.
Key Features of the Event Registry:
The Event Registry [sysevent_register] table contains predefined and custom event definitions.
It allows developers and administrators to define new custom events.
Events can be triggered manually (via scripts) or automatically based on system actions.
Events are not tied to a specific timeframe but are available for use whenever triggered.
Example Use Cases of the Event Registry:
Triggering a Notification
When an incident is assigned, an event such as "incident.assigned" is triggered, which can send an email notification to the assigned user.
Initiating an Automated Workflow
When a new user is onboarded, an event like "user.onboarded" can trigger a workflow to create necessary accounts and permissions.
Logging Custom Events for Reporting
Custom events like "asset.verified" can be used to track when an asset verification process is completed.
Why "C. The Event Registry is a module that provides Event definitions" is the Correct Answer?
The Event Registry is not a log of completed events but a repository of event definitions that can be triggered.
It defines both default and custom events that can be used across different system processes.
It is used for event-driven automation in ServiceNow.
Explanation of Incorrect Options:
A. The Event Registry lists all Events that have successfully completed within a 24-hour period C Incorrect
This describes the Event Log [sysevent] table, not the Event Registry.
B. The Event Registry is a list of all Events that originate through an integration C Incorrect The Event Registry is not specific to integrations; it applies to all events in the system.
D. The Event Registry is a list of all Events that have successfully completed after being Invoked by a script C Incorrect
Events triggered by scripts are logged in the Event Log, not the Event Registry.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs: Understanding the Event Registry
ServiceNow CSA Study Guide C Event Management
ServiceNow Product Documentation: Creating and Managing Events