ServiceNow CSA Dumps & Practice Questions for 2026 Exam Success

Get ready to ace the ServiceNow Certified System Administrator (CSA) exam with our curated collection of updated CSA dumps, practice questions, and mock exams. Designed for both beginners and experienced IT professionals, these resources simulate real exam conditions and cover critical ServiceNow concepts like user administration, data configuration, workflows, and service automation. Our CSA practice tests help you identify weak areas, build exam confidence, and improve speed and accuracy. Whether you need full-length mock exams, scenario-based questions, or PDF dumps, this guide offers a complete preparation toolkit to pass the CSA exam on your first attempt and kickstart your ServiceNow career.

ServiceNow CSA Dumps & Practice Questions List :

1. Your customer wants to know why users with the problem_coordinator role can Communicate workarounds, and fixes; but users with problem_task_analyst cannot. How do you explain this?

1. The technical resources working on the problem investigation are focused on the technical details, and may provide information that is not useful for the callers

2. The problem coordinator is the only role with the ability to recall a message

3. The problem coordinator is responsible for approving or rejecting the proposed message

4. The message will be automatically displayed on the Portal

2. Which one of the following statements describes the purpose of a Service Catalog flow?

1. A Service Catalog flow generates three basic components: item variable types, tasks, and approvals

2. Although a Service Catalog flow cannot send notifications, the flow drives complex fulfillment processes

3. A Service Catalog flow is used to drive complex fulfillment processes and sends notifications to defined users or groups

4. A Service Catalog flow generates three basic components: item variable types, tasks, and notifications

3. Which statement is true about business rules?

1. A business rule must run before a database action occurs

2. A business rule can be a piece of Javascript

3. A business rule must not run before a database action occurs

4. A business rule monitors fields on a form

4. Which of the following statement describes the purpose of an Order Guide?

1. Order Guides restrict the number of items in an order to only one item per request

2. Order Guide provide a list of guidelines for Administrators on how to set up item variables

3. Order Guide provide the ability to order multiple, related items as one request

4. Order Guides take the user directly to the checkout without prompting for information

5. Which of the following are defined for a given change model? (Choose three.)

1. Phase transitions

2. State model

3. State transition conditions

4. Phase model

5. State transitions

6. A knowledge article must be which of the following states to display to a user?

1. Published

2. Drafted

3. Retired

4. Reviewed

7. In what table are Change records stored?

1. Change [change_task]

2. Change Request [rfc]

3. Change Request [change_request]

4. Change [change]

5. Change [task_change]

8. From which table, is the Incident table extended?

1. Task [task]

2. Task [sn_task]

3. Ticket [ticket]

4. Work [sn_work]

9. When using the Load Data and Transform Map process, what is the Mapping Assist used for?

1. Mapping fields using the Import Log

2. Mapping fields using Transform History

3. Mapping fields using an SLA

4. Mapping fields using a Field Map

10. When creating a catalog, which field specifies who is able to create, modify, and publish items in the catalog?

1. Editors

2. Item Admins

3. Item Owners

4. Authors

11. Released in Quebec, what tool enables you to delegate the creation and maintenance of common and simple use case Catalog Items to business users?

1. Catalog Wizard

2. Catalog Designer

3. Catalog Item Builder

4. Catalog Builder

12. Your customer wants to use the Service Catalog to generate task-based records for end-user inquiries. What Service Catalog capability can you use to generate these records?

1. Execution Plans

2. Content Items

3. Catalog Items

4. Record Producers

13. Roles control which users can perform which actions on a change record. What are actions, which cannot be performed by anyone, even an administrator? (Choose two.)

1. Update Change Type on an existing change record

2. Delete a Change record

3. Delete a Standard Change Template

4. Delete CAB Definition

14. What process is responsible for defining and managing the lifecycle of all catalog items, by producing and maintaining the services in the catalog and ensuring that a central, accurate, and consistent source of data is provided?

1. Service portfolio management

2. Catalog item management

3. Service mapping

4. Service catalog management

15. What is a sys_id?

1. Unique 32-character identifier that is assigned to every record

2. A client-side Business Rule

3. A server-side Business Rule

4. Unique 64-character identifier that is assigned to every record

16. Which module is used to access the knowledge bases which are available to you?

1. Knowledge > Home

2. Self Service > Knowledge

3. Knowledge > All

4. Knowledge > Knowledge Bases

5. Knowledge > Overview

17. Where can Admins check which release is running on an ServiceNow instance?

1. Memory Stats module

2. Stats module

3. System.upgraded table

4. Transactions log

18. A user wants to create a set of filter conditions, where they want to show records which satisfy two conditions:✑ Incidents where the state is Closed✑ Incidents where Assignment Group is NetworkAfter clicking the Funnel icon, what should the user do?

1. Define the first condition; click AND button; define second condition; click Run

2. Define the first condition; click AND button; define second condition; press enter

3. Define the first condition; click OR button; define second condition; press enter

4. Define the first condition; click > icon on breadcrumb, define second condition; click Run

5. Define the first condition; click > icon on breadcrumb, define second condition; press enter

19. Your customer needs help defining Category values for the Problem records. What approach should you suggest? (Choose two.)

1. Re-use existing categories from legacy systems

2. Define categories based on the customer’s CMDB classes

3. Re-use existing categories from incident management

4. Define categories based on ITIL problem taxonomy

20. Which term refers to application menus and modules which you may want to access quickly and often?

1. Breadcrumb

2. Favorite

3. Tag

4. Bookmark

21. When creating a catalog, which field specifies who can edit, update, and delete catalogs, categories, and catalog items?

1. Manager

2. Contributors

3. Owner

4. Editors

22. Your customer has built a mature knowledge base, with articles targeted to internal audiences -which are technical. Other articles are written for end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers What feature would you use, to satisfy this requirement?

1. Internal/External Highlighting

2. Search as User

3. Show User Viewable

4. User Only View

23. In the baseline Change - Normal model how can Change Tasks be added? (Choose two.)

1. Automatically via the Change - Implementation subflow

2. Manually by the user during New, Assess, and Authorized states

3. Automatically depending on the category selected on the Change Request

4. Manually by the user during all states, except Closed or Canceled

24. Your customer has built a mature knowledge base, with articles targeted to internal audiences -which are technical. Other articles are written for end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers What feature would you use, to satisfy this requirement?

1. Internal/External Highlighting

2. Search as User

3. Show User Viewable

4. User Only View

25. Which one of the following statements applies to a set of fields when they are coalesced during an import?

1. If a match is found using the coalesce fields, the existing record is updated with the information being imported

2. If a match is not found using the coalesce fields, the system does not create a Transform Map

3. If a match is found using the coalesce fields, the system creates a new record

4. If a match is not found using the coalesce fields, the existing record is updated with the information being imported

26. As it relates to ServiceNow reporting, which of the following statements describes what a metric can do?

1. A metric is a report gauge used on homepages to display real-time data

2. A metric is a time measurement used to report the effectiveness of workflows and SLAs

3. A metric is used to measure and evaluate the effectiveness of IT service management processes

4. A metric is a comparative measurement used to report the effectiveness of flows and SLAs.

27. Which of the following is true of Service Catalog Items in relation to the Service Catalog?

1. They run behind the scenes.

2. They are the building blocks.

3. They are optional.

4. They provide options.

28. Which type of catalog item should be used to create an incident record from the portal?

1. Incident Template

2. Request Item

3. Order Guide

4. Record Producer

29. Which interface is designed for tier 1 IT agents who solve internal or external customer issues?

1. ITSM Dashboard

2. IT Service Management Workspace (Agent Workspace)

3. ITIL Homepage

4. Incident Overview

30. Which group of permissions is used to control Application and Module access?

1. Access Control Rules

2. UI Policies

3. Roles

4. Assignment Rules

31. What optional Incident table is extended from the Task table?

1. Child Incident [incident_child]

2. Major Incident [major_incident]

3. Incident Task [incident task]

4. Parent Incident [incident_parent]

32. Under what circumstances, should you use the Communicate workaround Related Link on the Problem record?

1. The workaround is helpful information for the Callers on the Problem's related Incidents (open)

2. The workaround should be published to a knowledge article, visible from the portal

3. The workaround is helpful information for the members of the Problem's Assignment Group

4. The workaround is helpful information for the members of the Problem's Work notes list

33. Which one of the following is NOT a type of Visual Task Board?

1. Flexible

2. Freeform

3. Feature

4. Guided boards

34. Which incident management roles are activated by installing the ITSM Roles plugin (com.snc.itsm.roles)? (Choose two.)

1. sn_incident_read

2. itsm_incident_read

3. incident_manager

4. sn_incident_write

5. itsm_incident_write

35. A new service catalog item is being developed, but should only be visible to managers inside the HR Department. What method would you use to fulfill this requirement?

1. Specify the Dept_Mgr role on the catalog content block

2. Add the Department Manager group to the catalog item's user criteria

3. Add the Department Manager group to the catalog item's ACL

4. Only publish the item in the HR service catalog

5. Use a Dept_Mgr ACL on the HR service catalog

36. What is the path an Administrator could take to view the fulfillment stage task list for an order placed by a user?

1. RITM (Number)>REQ (Number)>PROCUREMENT (Number)

2. REQ (Number)>RITM (Number)>PROCUREMENT (Number)

3. REQ (Number)>RITM (Number)>TASK (Number)

4. FULFILLMENT (Number)>RITM (Number)>TASK (Number)

37. How do you describe the relationship between a Knowledge article and a Knowledge base category?

1. Articles can only be published to one category

2. Articles must be published to at least one category

3. Articles must be approved by the selected category owner

4. Articles can be published to a category and subcategory

38. What would NOT appear in the Application Navigator if `service` is typed into the filter field?

1. Configuration > Business Services

2. Self-Service > Knowledge

3. Service Portal > Widgets

4. Incident > Assigned to me

39. Which of the following statements describes how data is organized in a table?

1. A column is a field in the database and a record is one user

2. A column is one field and a record is one row

3. A column is one field and a record is one column

4. A column contains data from one user and a record is one set of fields

40. Which section of the ServiceNow UI allows you to perform a global search?

1. Application Navigator

2. Banner frame

3. List pane

4. Content frame

41. Which Agent workspace feature gives agents automatic search results that show possible solutions for records they open?

1. Chat Bot

2. Related Search Results

3. Knowledge Bases

4. Intelligent Agent

5. Agent Assist

42. When using the Email Client, what is the difference between an Email Template and a Quick Message?

1. Email Templates are like forms that can be sent to the caller for completion; Quick Messages are primarily used by the Chat Bot

2. Email Template is defined and automatically applied when the email form launches; Quick Messages are defined and then can be manually applied by the user

3. Email Templates are included with ITSM; Quick Messages are new with Machine Learning

4. Email templates are defined by users with admin role; Quick Messages are defined by users with quick_message_admin role

43. A tester reports a bug, because they submitted a Known Error article from a Problem record, but it is not visible from the Known Error database. What could cause this?

1. The article is in draft state, but has not been published

2. The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated

3. The user criteria on the knowledge base is incorrect

4. The tester is not impersonating an itil user

44. A change user complains that with the new Preapproved tab, they have to search through many options to find the Reboot Windows Server change. Since they use this change several times per day, it is inconvenient. What should you suggest to make it easier for the change user?

1. Use the Pin feature

2. Make a Favorite

3. Use the keyword search

4. Drag the change tile to the Navigation pane

45. What is the name of the conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common tasks?

1. Answer Agent

2. live Feed

3. Virtual Agent

4. Connect Chat

46. How do you describe the relationship between a Knowledge article and a Knowledge base category?

1. Articles can only be published to one category

2. Articles must be published to at least one category

3. Articles must be approved by the selected category owner

4. Articles can be published to a category and subcategory

47. If the Assignment group is empty on an incident record, what happens when an agent that is a member of a single user groups clicks the Assign to me UI action?

1. The agent is prompted to select the Assignment group

2. The Assignment group field is populated with agent’s user group

3. An error is displayed indicating the Assignment group field must be populated before executing the Assign to me UI action

4. The Assignment group field remains empty

48. ServiceNow contains a resource which provides the following:✑ A standard and shared set of service related definitions across ServiceNow products and platform that will enable and support true service level reporting.✑ A CMDB framework across our products and platform that will enable and support multiple configuration strategies.What resource do these statements describe?

1. Common Services Data Model (CSDM)

2. Information Technology Service Management (ITSM)

3. Configuration Management Database (CMDB)

4. Information Technology Infrastructure Library (ITIL)

49. A new problem manager wants to know how to create reports for monitoring problem management activities. What do you recommend they do before creating new reports?

1. Submit a New Report Request via the service catalog

2. Take the Performance Analytics fundamentals course

3. Go to Reports > View/Run > All, then search for Problem reports

4. Submit a request for the sn_report_creator role

5. Turn on data collection jobs

50. Which field from the configuration item will automatically populate in the Assignment group field of an incident record?

1. Managed by

2. Support group

3. Approval group

4. Change group

51. What baseline Change Flows support the baseline Normal Change model?

1. Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Implement Change - Implementation tasks

2. Change - Normal - New, Change - Normal - Review, Change - Normal - Close, Change - Implementation tasks

3. Change - Normal - New, Change - Normal - Assess, Change - Normal - Implement, Change - Implementation tasks

4. Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Close, Change - Implementation tasks

52. Which type of tables may be extended by other tables, but do not extend another table?

1. Base Tables

2. Core Tables

3. Extended Tables

4. Custom Tables

53. In request fulfillment, approvals can be required before a request can be fulfilled. Your customer is worried about requests getting stuck in the process flow, if the approver is on extended absence from the office.What can you suggest to alleviate this concern? (Choose two.)

1. The approver can use the Delegate module to assign a person to approve on their behalf, while they are away from the office

2. The approver can set their approval notifications to forward to their personal email address

3. The approval can be defined as a group approval, where any member of the group can approve

4. The approver can set their approval notifications to auto-reply with “approved” in the subject line

54. Where do you enable the Search as feature for an incident?

1. incident.deflection system property

2. Incident Properties application

3. Related Search Results table configuration

4. Incident form design

55. Which Agent workspace feature gives agents automatic search results that show possible solutions for records they open?

1. Chat Bot

2. Related Search Results

3. Knowledge Bases

4. Intelligent Agent

5. Agent Assist

56. What is a Notification?

1. A new Knowledge article created by a Business Rule

2. A tool for alerting users that events that concern them have occurred

3. A message through Connect related to a Change Request

4. An email file attachment

57. Which one of the following statements is a recommendation from ServiceNow about Update Sets?

1. Avoid using the Default Update set as an Update Set for moving customizations from instance to instance

2. Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions

3. Use the Baseline Update Set to store the contents of items after they are changed the first time

4. Once an Update Set is closed as ג€Completeג€, change it back to ג€In Progressג€ until it is applied to another instance

58. How are Releases related to Projects?

1. Project tasks and Release tasks are interchangeable

2. Projects can be part of one or more releases

3. Project features are components of a release

4. Projects need to be completed before releases can be defined

5. Projects are used to do root cause analysis for releases

59. By default, a business rule, causes the Assignment group to be automatically set. How is the group identified?

1. Change group on CI record, or if empty, the Change group on the Service offering

2. Support group on CI record, or the default assignment group for the user

3. Support group on CI record, or if empty, the Support group on the Service

4. Support group on CI record, or if empty, the Support group on the Service offering

60. What is a Record Producer?

1. A Record Producer is a type of Catalog Item that is used for Requests, not Services

2. A Record Producer creates user records

3. A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests

4. A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog

61. When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?

1. New incident created from the message

2. New interaction is created from the message

3. Email is rejected and auto-reply sent to sender

4. New case is created from the message

62. What is a role in ServiceNow?

1. A role is one record in the Role [user_sys_role] table

2. A role is a set of modules for a particular application

3. A role is one record in the Role [sys_user_role] table

4. A role is a persona used in Live Feed Chat

63. What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change requests?

1. Populate Assignment Group based on CI/SO

2. Auto-populate ITSM Assignment Groups

3. ITSM Assignment Lookup Rule

4. Automatic Assignment for ITSM

64. Your implementation team has a new Business Analyst. They will be attending their first Service Catalog workshop and will be responsible for capturing notes and decisions from the workshop.What Now Create assets do you recommend they review, to prepare? (Choose two.)

1. Service Catalog and Request Mgmt - Workshop Preparation Guide

2. Service Catalog and Request Mgmt - Process Guide

3. IT Service Management - Typical Challenges and Remediation

4. ITSM - Business Outcomes and Corresponding KPIs

65. Which term best describes something that is created, has worked performed upon it, and is eventually moved to a state of closed?

1. report

2. flow

3. event

4. task

66. IntegrationHub enables execution of third-party APIs as a part of a flow. These integrations are referred to as

1. an action

2. a spoke

3. a connection

4. an integration step

67. Which tool is used to have conversations with logged-in users in real-time?

1. Connect Chat

2. Now Messenger

3. User Presence

4. Comments

68. What is the function of user impersonation?

1. Testing and visibility

2. Activate verbose logging

3. View custom perspectives

4. Unlock Application master list

69. What is a Dictionary Override?

1. A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update

2. A Dictionary Override is the addition, modification, or removal of anything that could have an effect on IT services

3. A Dictionary Override is a task within a flow that requests an action before the flow can continue

4. A Dictionary Override sets field properties in extended tables

70. In the Quebec release of Change management, what new architectural features were added?

1. Catalog builder and Change Designer

2. Change Flows, Change Designer and Change Approval Matrix

3. Change Models, Change Flows and State Transition Models

4. Change PIR Assessments, Change Designer and Change Approval Policies

71. What do you need to do before you can use an Application-based trigger in your flow?

1. Activate application trigger spoke

2. Activate trigger security rules

3. Activate application spoke, and plug-ins as needed

4. Assign Application trigger role [sn_app_trigger_write] to SME

5. Activate application plugins only

72. Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

1. Too many options may confuse users and increase mis-categorization

2. Choices have no additional metadata to drive process

3. It is difficult to implement

4. It is not part of the baseline instance

73. What module in the Service Catalog application does an Administrator access to begin creating a new item?

1. Maintain Categories

2. Maintain Items

3. Content Items

4. Items

74. Access Control rules may provide access security for which of the following database objects?

1. For a specific role, group, or user

2. For a specific row, column, or table

3. For specific groups

4. For a specific CMDB Configuration item

75. What baseline Change Flows support the baseline Normal Change model?

1. Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Implement Change - Implementation tasks

2. Change - Normal - New, Change - Normal - Review, Change - Normal - Close, Change - Implementation tasks

3. Change - Normal - New, Change - Normal - Assess, Change - Normal - Implement, Change - Implementation tasks

4. Change - Normal - Assess, Change - Normal - Authorize, Change - Normal - Close, Change - Implementation tasks

FAQs

1. What is the ServiceNow CSA certification?

The ServiceNow CSA (Certified System Administrator) is an entry-level certification that validates your knowledge of the ServiceNow platform and its core features.

2. How do I become ServiceNow CSA certified?

You need to complete the required training through ServiceNow, register for the exam, and pass it to earn the certification.

3. What are the eligibility requirements for the ServiceNow CSA exam?

There are no strict prerequisites, but completion of the ServiceNow Fundamentals course and basic knowledge of ITSM are recommended.

4. How much does the ServiceNow CSA certification cost?

The exam fee is $300 USD per attempt.

5. How many questions are on the ServiceNow CSA exam?

The exam has 60 multiple-choice questions.

6. What is the passing score for the ServiceNow CSA exam?

A score of around 70% is required to pass.

7. How long is the ServiceNow CSA exam?

The exam duration is 90 minutes.

8. What topics are covered in the ServiceNow CSA exam?

Topics include user interface, navigation, collaboration, database schema, application security, and workflow automation.

9. How difficult is the ServiceNow CSA certification exam?

It is considered moderately difficult for beginners, requiring practice and hands-on knowledge.

10. How long does it take to prepare for the ServiceNow CSA exam?

Most candidates prepare in 4–6 weeks, depending on their experience with ServiceNow.

11. Are there any ServiceNow CSA sample questions or practice tests available?

Yes, ServiceNow provides practice resources, and CertiMaan offers dumps and practice tests.

12. What is the validity period of the ServiceNow CSA certification?

The certification is valid for 3 years.

13. Can I retake the ServiceNow CSA exam if I fail?

Yes, you can retake the exam, but you must pay the exam fee for each attempt.

14. What jobs can I get with a ServiceNow CSA certification?

You can work as a ServiceNow Administrator, System Analyst, or ITSM Specialist.

15. How much salary can I earn with a ServiceNow CSA certification?

CSA-certified professionals often earn between $70,000–$100,000 annually, depending on location and role.

16. Is the ServiceNow CSA certification worth it?

Yes, it is valuable for IT professionals looking to enter the ServiceNow ecosystem and build a career in ITSM.

17. What is the difference between ServiceNow CSA and CIS certifications?

• CSA: Entry-level, covers platform fundamentals.

• CIS (Certified Implementation Specialist): Advanced, focused on specific applications like ITSM or HRSD.

18. What are the best study materials for the ServiceNow CSA exam?

Use ServiceNow’s Fundamentals training, documentation, and CertiMaan practice resources.

19. Does ServiceNow provide official training for the CSA certification?

Yes, ServiceNow offers official online and instructor-led courses for CSA preparation.

20. Where can I register for the ServiceNow CSA certification exam?

You can register through the ServiceNow Certification Portal.