매달, 우리는 1000명 이상의 사람들이 시험 준비를 잘하고 시험을 잘 통과할 수 있도록 도와줍니다.
ServiceNow Certified System Administrator 온라인 연습
최종 업데이트 시간: 2025년05월04일
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:
In ServiceNow, Visual Task Boards (VTBs) provide a Kanban-style interface to manage and track work.
There are three main types of Visual Task Boards, but "Feature" is not one of them.
Types of Visual Task Boards in ServiceNow:
Freeform Board ( ✅ Valid Type)
Manually created boards where cards can be moved freely without predefined conditions.
Users can add and organize tasks as needed.
Example: Personal task management.
Guided Board ( ✅ Valid Type)
Created from a list view and linked to a ServiceNow table (e.g., Incident, Change, Task).
Cards on the board automatically update based on conditions.
Example: Managing Incidents or Change Requests.
Flexible Board ( ✅ Valid Type)
Similar to Guided Boards, but allows users to manually reorder tasks within lanes.
Offers more flexibility while still being linked to a data source.
Example: Sprint Planning or ITSM Workflows.
Why is "Feature" Incorrect?
"Feature" is NOT a Visual Task Board type in ServiceNow.
ServiceNow does use the term "Feature" in Agile Development (for tracking high-level product functionalities), but it is not related to VTBs.
Why Other Options Are Correct?
✅ Guided, Flexible, and Freeform are the three valid types of Visual Task Boards in ServiceNow.
Reference from ServiceNow CSA Documentation:
Visual Task Boards Overview
ServiceNow Visual Task Boards
Types of Visual Task Boards
Creating and Using VTBs
정답:
Explanation:
In ServiceNow's System Import Sets, administrators can import data from external sources (such as
CSV, Excel, or databases) into any table within the platform using Transform Maps.
Key Points About Transform Maps & Data Import:
A Transform Map defines how data from an Import Set table is mapped to fields in a target table (destination table).
Administrators can select any table in the system as the destination, including both standard and custom tables.
The destination table is not limited to Task-related tables (Incident, Problem, Change, etc.).
Users can also apply coalesce rules to determine if records should be updated or inserted during the transformation.
Why is "D. Any ServiceNow table" the Correct Answer?
ServiceNow allows administrators to select any table as the destination when setting up a Transform Map.
This includes standard ITSM tables (Incident, Problem, Change, Task, Service Catalog) as well as custom tables created by administrators.
There are no restrictions on which table can be a destination.
Why the Other Options Are Incorrect?
A. "The Task table is the only table that can be a destination" → Incorrect
The Task table is widely used, but it is not the only table that can receive imported data.
B. "Only Incident, Problem, Change, Task, and Service Catalog tables can be destinations" → Incorrect
These are common ITSM tables, but any table in the system can be selected as a destination. C. "Only the Incident, Problem, and Change tables can be destinations" → Incorrect This is too restrictive because other tables, including custom ones, can also be used.
How to Configure a Transform Map in ServiceNow?
Navigate to: System Import Sets > Create Transform Map
Select the Import Set Table as the source.
Choose any available table in ServiceNow as the destination.
Define field mappings between the source and target table.
Configure coalesce rules to update or insert records.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs: Creating and Using Transform Maps https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/import-sets/concept/c_TransformMap.html
ServiceNow CSA Official Training Guide (Import Sets & Data Management)
This confirms that any ServiceNow table can be a destination table for imported data when using Transform Maps in System Import Sets.
정답:
Explanation:
In ServiceNow, Import Sets allow administrators to import and transform data from external sources into ServiceNow tables. The platform supports multiple file formats for importing data, including XML, CSV, and Excel.
Supported Data Formats for Import Sets:
XML (Extensible Markup Language)
Used for structured data exchange between systems.
ServiceNow can import XML files containing records formatted according to its schema.
CSV (Comma-Separated Values)
One of the most common formats for bulk data imports. ServiceNow can process CSV files and map them to target tables. Excel (XLS/XLSX)
ServiceNow allows direct imports from Microsoft Excel spreadsheets.
Users can upload Excel files via the Import Set UI.
How Import Sets Work in ServiceNow:
Import Data: The user uploads a supported file (XML, CSV, or Excel) into an Import Set table.
Mapping: The imported data is mapped to target tables using a Transform Map.
Transformation & Processing: Data is transformed, validated, and inserted into the correct destination tables.
Why Other Options Are Incorrect:
A. CSS, SOAP, and Excel → ❌ CSS is a styling language, and SOAP is a protocol, not a data format.
C. SOAP, REST, and XML → ❌ SOAP and REST are web service protocols, not file formats used for import sets. XML is valid but alone is insufficient.
D. XML, SOAP, and CSS → ❌ SOAP and CSS are incorrect as they are not standard import file formats.
Reference from CSA Documentation:
ServiceNow Documentation: Importing Data into ServiceNow
CSA Exam Guide: Covers supported data formats for Import Sets (XML, CSV, and Excel).
정답:
Explanation:
In ServiceNow Incident Management, work notes are used to capture technical and internal updates for an incident. These notes are stored in the Activity Log whenever the incident is saved.
Understanding Work Notes and the Activity Log:
The Work Notes field is used for internal communication among support teams.
When an incident is updated and saved, all work notes are appended to the Activity Log (a complete history of the incident).
The Activity Log provides a chronological record of all changes, including work notes, field updates, and system-generated messages.
Why Option A is Correct?
✅ "All Work Notes field text is recorded in the Activity Log" C This is correct because every time an incident is saved, the Work Notes are appended to the Activity Log.
Why Other Options Are Incorrect?
❌ B. Work Notes field text is overwritten each time work is logged → Incorrect because Work Notes are appended, not overwritten. Previous work notes remain visible in the Activity Log.
❌ C. Impact is calculated by adding Priority and Urgency → Incorrect because Impact, Urgency, and Priority are independent fields, though Priority is determined based on Impact + Urgency via business rules.
❌ D. Additional Comments are cleared and recorded in Work Notes → Incorrect because Additional Comments (for customer-facing communication) and Work Notes (for internal teams) are separate fields. Additional Comments are not cleared upon save.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs C Incident Management: Work Notes and Activity Log https://docs.servicenow.com
ServiceNow Learning C Understanding the Incident Activity Stream ServiceNow Best Practices C Internal vs. External Communication in Incidents
정답:
Explanation:
In ServiceNow, a filter condition is used to define search criteria for records in a table.
A filter consists of three primary components:
Field → The database field to be evaluated (e.g., priority, state, assigned_to).
Operator → Specifies how the field should be compared to a value (e.g., is, contains, greater than).
Value → The expected data in the field (e.g., High, Resolved, John Doe).
Example of a Filter Condition:
Filter Condition: Priority is High
Field: Priority
Operator: is
Value: High
Another Example: State is not Resolved
Field: State
Operator: is not
Value: Resolved
Why Option A is Correct?
✅ Field, Operator, and Value are the correct components used to create a filter condition.
Why Other Options Are Incorrect?
❌ B. Condition, Operator, and Value → Incorrect because "Condition" is a result of a Field + Operator + Value, not a separate component.
❌ C. Field, Condition, and Value → Incorrect because "Condition" is not a direct component.
❌ D. Variable, Field, and Value → Incorrect because variables are used in forms, not in filter conditions.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs C Creating and Applying Filters
https://docs.servicenow.com
ServiceNow Learning C Query Builder and Conditions ServiceNow Best Practices C Using Filters in Lists and Reports
정답:
Explanation:
In ServiceNow, a role is a record stored in the sys_user_role table that defines a set of permissions for users. Roles determine what users can see and do within the platform by granting access to applications, modules, and specific functionalities.
Key Features of Roles in ServiceNow:
Stored in the sys_user_role table.
Assign permissions to users and groups.
Define access to applications, modules, and records.
Can be inherited by users through group membership.
Used in Access Control Rules (ACLs) to restrict or allow access to records.
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.
Why "A. A role is one record in the Role [sys_user_role] table" is the Correct Answer?
Roles are stored as records in the sys_user_role table.
Each role grants specific permissions to users.
Users can have multiple roles assigned to them.
Explanation of Incorrect Options:
B. A role is one record in the Role [user_sys_role] table C Incorrect The correct table name is sys_user_role, not "user_sys_role".
C. A role is a persona used in Live Feed Chat C Incorrect
Live Feed is a collaboration tool, but roles are not personas for chat. D. A role is a set of modules for a particular application C Incorrect Roles grant access to modules, but they are not the modules themselves. Reference from Certified System Administrator (CSA) Documentation: ServiceNow Docs: User Roles & Permissions
ServiceNow CSA Study Guide C Role-Based Access Control ServiceNow Product Documentation: sys_user_role Table
정답:
Explanation:
In ServiceNow, Tables & Columns is the module that allows administrators to view and manage field settings for a table. This module provides a list of tables in the system along with details about their columns (fields), data types, and attributes.
Key Features of the "Tables & Columns" Module:
Displays all fields (columns) within a selected table.
Shows data types, attributes, and configurations of each field.
Allows admins to add, modify, or remove fields.
Provides details on relationships between tables (e.g., reference fields, one-to-many relationships).
How to Access Tables & Columns in ServiceNow:
Navigate to:
System Definition > Tables & Columns
Select a table to view its field settings.
Explanation of Incorrect Options:
B. Access Control C Incorrect
This module manages security rules (ACLs) for accessing records but does not display table field settings.
C. Columns and Fields C Incorrect
No such module exists in ServiceNow.
D. Tables and Fields C Incorrect
The correct module name is "Tables & Columns", not "Tables and Fields". Reference from Certified System Administrator (CSA) Documentation: ServiceNow Docs: System Definition C Tables & Columns
ServiceNow CSA Study Guide C Table Administration ServiceNow Product Documentation: Managing Fields in a Table
Topic 2, Exam Pool B
정답:
Explanation:
In ServiceNow Import Sets, coalescing is the process of matching existing records to avoid duplicate entries when importing data. Conditional coalesce is the only method that allows using a script to determine if records should be updated or inserted.
Types of Coalescing in Import Sets:
Single-field Coalesce (Incorrect ❌ )
Uses one field to determine if a record exists.
If a match is found, the record is updated; otherwise, a new record is created.
Example: Using email as a coalesce field when importing user data.
Multiple-field Coalesce (Incorrect ❌ )
Uses multiple fields to find a match.
If all specified fields match, the record is updated. Otherwise, a new record is created.
Example: Matching First Name + Last Name + Email.
No Coalesce (Incorrect ❌ )
Every import creates a new record, regardless of whether a similar record exists.
Conditional Coalesce (Correct ✅ )
Allows using a script to define custom logic for identifying records to update.
This is the only coalescing method that supports scripting.
Example:
A script can check if either email or employee ID exists, and if neither exist, create a new record.
Reference from ServiceNow CSA Documentation:
Understanding Coalesce in Import Sets
Import Set Coalescing
Conditional Coalesce Scripting
Using Conditional Coalesce
정답:
Explanation:
In ServiceNow, the best practice for managing users, groups, and roles is based on role-based access control (RBAC).
Best Practices for Users, Groups, and Roles:
Assign Roles to Groups (Correct ✅ )
Instead of assigning roles directly to users, it is a best practice to assign roles to groups.
This ensures better role management, easier administration, and scalability.
Example:
The "IT Support" group has the "itil" role.
All users in this group automatically get the itil role.
Add Users to Groups (Correct ✅ )
Users should be assigned to groups rather than roles directly.
Groups inherit roles, so when a user is added to a group, they automatically receive the appropriate access.
Example:
A new Service Desk agent joins the "Service Desk" group and immediately gets the associated roles (itil, incident_manager, etc.).
Why Other Options Are Incorrect?
A. You should never assign roles to groups ❌ (Incorrect)
Incorrect: Assigning roles to groups is the recommended best practice.
Managing roles at the group level makes access control more efficient and scalable.
B. You should assign roles to users ❌ (Incorrect)
Incorrect: Assigning roles directly to users is not a best practice because it becomes difficult to manage as the organization grows.
Instead, users should be added to groups that have the necessary roles.
Reference from ServiceNow CSA Documentation:
Managing Users, Groups, and Roles
ServiceNow Best Practices for Roles & Groups
Role-Based Access Control (RBAC)
User Administration
정답:
Explanation:
In ServiceNow Role Management, a role is a collection of permissions that control what users can see and do within the platform.
Key Characteristics of Role Assignment:
Role Hierarchy (Role Inheritance)
Roles can contain other roles (known as nested roles).
When a user is assigned a parent role, they inherit all child roles within it.
Example:
The ITIL role includes incident_manager and problem_manager roles.
Assigning ITIL to a user automatically grants them all the permissions of the included roles. Roles Are Assigned by Administrators
Typically, roles are assigned by a System Administrator or an authorized user.
Role-Based Access Control (RBAC)
ServiceNow uses RBAC to control access to applications, records, and actions.
Why the Other Options Are Incorrect?
B. Users can click on the Personalize Role feature to try different roles
Incorrect because users cannot manually switch roles unless they have the impersonation privilege. C. A role is granted to a user by the System Administrator
Partially correct, but not the best answer because roles can also be assigned via groups or automated
processes, not just by a System Administrator.
D. Each user has a role in the ServiceNow platform
Incorrect because not all users must have a role.
Example: A self-service user can access the system without having any specific role.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs: Role-Based Access Control (RBAC) https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/roles/reference/r_RBAC.html
ServiceNow CSA Official Training Guide (User & Role Management)
This confirms that roles can contain other roles, and when a user is assigned a role, they inherit all roles within it.
정답:
Explanation:
UI Policies and UI Actions are both part of the ServiceNow user interface customization but serve different purposes.
UI Policy:
Used to dynamically change form field behaviors based on specific conditions. Can make fields read-only, mandatory, or hidden without requiring scripts. Runs on the client-side (browser) to improve performance and responsiveness. Example:
If the Category is Hardware, the Serial Number field becomes mandatory.
UI Action:
Used to create buttons, links, and context menu actions. Can execute scripts to perform specific actions when clicked. Runs on the server-side or client-side depending on configuration. Example:
A "Save" button that becomes visible only to users with a specific role.
Why Option A is Incorrect?
UI Policy (not UI Action) is responsible for making fields read-only, mandatory, or hidden. UI Action (not UI Policy) is responsible for making a Save button visible for specific users. Reference from Certified System Administrator (CSA) Documentation: ServiceNow Docs: UI Policy Overview
https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/form-
administration/concept/c_UIPolicies.html
ServiceNow Docs: UI Action Overview
https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/form-
administration/concept/c_UIActions.html
정답:
Explanation:
A UI Action in ServiceNow can be configured to prompt or notify users when an action is completed, such as submitting an Incident. UI Actions are used to create buttons, links, or context menu items that trigger specific actions.
How UI Actions Can Prompt a Success Message:
A UI Action (e.g., a "Submit" button on the Incident form) can be configured with a success message using the gs.addInfoMessage() function.
This message is displayed after the form submission to inform the user that their Incident has been successfully submitted.
Example of a UI Action Script:
javascript
CopyEdit
gs.addInfoMessage("The incident has been successfully submitted.");
This will display a confirmation message at the top of the page when an Incident is submitted.
Why "True" is the Correct Answer
✅ UI Actions can display confirmation messages using gs.addInfoMessage() or similar methods.
Why "False" is Incorrect:
❌ UI Actions can be used to provide user feedback, including success messages for actions like submitting an incident.
정답:
Explanation:
A Data Policy in ServiceNow is used to enforce mandatory and read-only field conditions for data that is entered manually through forms or imported into the system.
How Data Policies Enforce Mandatory Data on Import:
Data Policies apply to data coming from external sources, such as imports, web services (API), and integrations.
If a field is set as mandatory in a Data Policy, records cannot be imported unless that field contains a value.
This ensures data integrity by preventing incomplete or invalid data from entering the system.
Example Scenario:
If an administrator configures a Data Policy to make the "Caller" field mandatory on the Incident table, any imported incidents without a Caller value will be rejected.
Why "True" is the Correct Answer
✅ Data Policies enforce mandatory fields for both UI entry and imports.
Why "False" is Incorrect:
❌ If Data Policies did not enforce mandatory fields on imports, incomplete records could enter the system, leading to data integrity issues.
Reference from CSA Documentation:
ServiceNow Documentation: Data Policies
CSA Exam Guide: Covers Data Policy enforcement for UI forms and imports.
Thus, the correct answer is:
✅ A. True
정답:
Explanation:
In ServiceNow, UI Policies allow administrators to dynamically control form fields based on conditions without using scripts. With UI Policies, you can change the behavior of a field by making it:
Read-only → The user can view the field but cannot edit it.
Mandatory → The field becomes required, and the user must fill it out before submitting the form.
Hidden → The field is removed from visibility on the form.
Explanation of Each Option:
✅ A. Read-only C Correct
A UI Policy can make a field read-only, meaning users can see the field but cannot modify its value.
Example: A field like Request Number (REQ0001) is typically read-only after submission.
❌ B. Write-only C Incorrect
ServiceNow does not have a "write-only" field setting in UI Policies.
If a field is editable, users can both read and write; if it’s hidden or read-only, writing is not possible.
❌ C. Necessary C Incorrect
There is no "Necessary" field state in ServiceNow UI Policies.
If the intent is to make a field required, the correct term is "Mandatory".
✅ D. Mandatory C Correct
UI Policies can make a field mandatory, requiring the user to enter a value before submitting the form.
Example: An Incident Description field might be mandatory before an incident is submitted.
❌ E. Empty C Incorrect
UI Policies cannot directly enforce an "empty" state. However, a default value could be cleared using a client script, but this is not a UI Policy feature.
✅ F. Hidden C Correct
UI Policies can hide a field, making it invisible on the form.
Example: A "Manager Approval" field may be hidden until a certain condition (e.g., request cost > $1000) is met.
Final Answer
✅ Read-only
✅ Mandatory
✅ Hidden
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs C UI Policies and UI Policy Actions
https://docs.servicenow.com
ServiceNow Learning C Form Configuration & UI Policies
ServiceNow Developer Portal C Controlling Form Behavior with UI Policies
정답: Server
Explanation:
A server is a computer program running as a service, a physical machine dedicated to executing services, or a system running a database.
Types of Servers in ServiceNow & IT Infrastructure:
Application Server C Runs the ServiceNow application logic and processes user requests.
Database Server C Stores and manages the ServiceNow database, where all records and configurations are maintained.
Web Server C Handles HTTP/HTTPS requests and delivers web pages to users.
In ServiceNow’s cloud-based architecture, the server infrastructure is maintained by ServiceNow and hosted in highly secure data centers worldwide.
Reference from Certified System Administrator (CSA) Documentation:
ServiceNow Docs: Understanding ServiceNow Cloud Infrastructure https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/platform-overview/concept/servicenow-cloud-architecture.html