ServiceNow CSA - ServiceNow Certified System Administrator

InServiceNow Knowledge Management,User Criteriais used to controlwho can view, contribute, or editknowledge articles and knowledge bases.

Scenario Requirements Breakdown:TheHR Knowledge Baseis already restricted to HR department members.

Anew knowledge articleneeds to be published in theQuarterly Reviewcategory.

OnlyHR Managersshould be able to read this specific article.

Best Approach (Correct Answer: D)Torestrict access to the article itself(not the entire knowledge base or category), we:

Open the knowledge article

Go to the "Can Read" field

Add a User Criteria that includes the "HR Manager" group

Publish the article

This ensures thatonly HR Managers can read this specific articlewhile the rest of the HR departmentcannotsee it.

A. On the Knowledge Base, add User Criteria with a Manager Can Read script to the Can Read list, publish article to any category

This would restrictall articlesin the knowledge base, not just the single article.

B. Add User Criteria for HR Manager Group on the Category’s Can Read list

User criteria canonly be applied at the Knowledge Base or Article level, not at the category level.

C. On the Knowledge Article, add an Access Control for HR Manager Group on the Can Read list, then publish article to any category

ACLs (Access Controls)are not used forKnowledge Article permissions. User Criteria is the correct method.

Managing User Criteria in Knowledge Management

Restricting Article Access

Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:

In Visualization Designer, used in the Performance Analytics and Reporting space of ServiceNow, the "Preview" button is used to execute the current visualization setup and show how the filters and conditions apply to your data. This allows the report builder to validate the design without finalizing or publishing it.

Try: Not an available action in Visualization Designer.

Execute: More related to scripting or automation contexts.

Run: Used in reports or scripts but not the specific action in Visualization Designer.

In ServiceNow, theApprover [approver-user] roleis specifically designed for users who need toauthorize requestsbut should not have any other permissions or administrative access to the platform.

Canapprove or reject requests(e.g., Change Requests, Service Catalog Requests).

No additional platform permissions(cannot create, modify, or view records beyond approvals).

Assigned automatically tousers designated as approversin approval workflows.

AnIT Managerreceives an approval request for a new laptop.

Themanager logs in and sees only the approval request(no other system access).

Theyapprove/rejectthe request without modifying any records.

Key Features of the Approver Role:Example Use Case:

B. Authorize [authorize-user] →Incorrect

No such role exists in ServiceNow.

C. Reviewer [reviewer_user] →Incorrect

No such role exists in ServiceNow.

D. Approver Group [approval_group] →Incorrect

Approval groupsallow multiple users to approve a request collectively, but it is not a standalone role.

Theapprover-user roleis the correct answer for individual approvals.

E. Verification [verify_user] →Incorrect

No such role exists in ServiceNow.

Why Other Options Are Incorrect?

Approval Configuration

User Roles in ServiceNow

Official ServiceNow Documentation Reference:

In ServiceNow, theHelp Panel(represented by thequestion mark icon) is an integrated resource that provides guidance for users. It offersguided tours,action instructions, and information on usinginputs and outputswithin the platform.

Guided Tours: Step-by-step walkthroughs for users to get acquainted with ServiceNow features and processes.

Instructions for Inputs/Outputs: Provides help and clarification on how to use input fields, buttons, and other interactive elements in the interface.

Access to Information: Offers contextual help for specific actions or modules within ServiceNow.

Features of the Help Panel:This makes it the most efficient resource for users needingon-the-spot assistanceas they interact with the platform.

A. Community– TheCommunityis a forum where users can discuss issues, share knowledge, and ask questions but is not directly related to in-context help or guided tours.

C. Docs– ServiceNow documentation providesin-depth guidesand best practices but is not built into the user interface for in-context help and guided tours.

D. Wiki– Similar to Docs, theWikiis more of a knowledge repository but does not provide interactive, contextual guidance in the instance.

ServiceNow Help Panel Usage

ServiceNow CSA Training Module:"User Experience: Help Panel and Guided Tours"

Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

Table Builderis a feature in ServiceNow that allows administrators tomanage table structures, relationships, and configurations.

The"Additional Actions"menu includes options such ascreating database indexes, which improve query performance.

Explanation of Incorrect Options:

Duplicate the selected form view (A)→ Form views are configured separately and not via Table Builder.

Add a new module (B)→ Modules are added in the Application Navigator,not Table Builder.

Schedule a job (D)→ Jobs are created in theSystem Scheduler, not Table Builder.

When creating anextended tablein ServiceNow, itinherits all fieldsfrom thebase table, meaning you donotneed to recreate those fields. Instead, you only need to define fields that are:

Not present in the base table– If a fielddoes not existin the base table but is required for the extended table, it must be created.

Specific to the extended table– Custom fields that are unique to the child table need to be added.

A. The mandatory fields for the base table– Since the extended table inherits the base table’s fields, mandatory fields from the base table are already included automatically.

B. The reference fields for the base table– Reference fields are not always required unless they are specific to the extended table’s functionality.

If you extend theTasktable to create aCustom Tasktable, the new table automatically gets allTask fields(likeNumber,Short Description, etc.).

If you want to add a new field, such asCustom Priority, you need to create it manually.

ServiceNow Extending Tables

ServiceNow CSA Training Module:"Data Schema and Extending Tables"

Why Other Answers Are Incorrect:Example Scenario:References from Certified System Administrator (CSA) Official Documentation:

In ServiceNow,UI Actionsare customizable elements that enhance user interaction withforms,lists, and other UI components. When applied to forms, UI Actions allow users to trigger workflows, scripts, or system operations efficiently.

A. Form Context Menu

TheForm Context Menu(accessible by right-clicking on a form header or field) contains UI Actions such as:

Save,Insert,Insert and Stay,Configure Form Layout, etc.

Admins can customize this menu to include additional actions.

C. Form Buttons

Buttonsappear at the top or bottom of a form, allowing users to take specific actions.

Examples include:

Submit,Update,Resolve,Approve,Reject

These actions can be customized using UI Action scripting.

D. Form Links

Form Linksappear as clickable links at the bottom of a form.

Example:

“Show Related Incidents”link on an incident form.

These links allow users to navigate quickly between related records.

B. Form View

Form Viewis a layout configuration that determines how fields appear but isnota UI Action.

UI Actionstriggeractions, while Form Viewsdefine appearance.

E. Form Columns

Form Columnsrefer to the arrangement of fields within a form.

Columns help withform designbut do not serve as UI Actions.

InServiceNow Knowledge Management, access towho can write articlesin aknowledge baseis controlled using the"Can Contribute"permission.

The"Can Contribute"tab allows administrators to specifywhich users or groups can create, edit, and manage knowledge articleswithin a specific knowledge base.

For example:

If a user isgranted "Can Contribute" access, they canwrite and editknowledge articles.

If a useronly has "Can Read" access, they canviewarticles butcannotcreate or modify them.

A. Can Read–Defines whocan viewknowledge articles, butnot who can writethem.

B. Can Write–No such tab exists in ServiceNow knowledge base settings. Instead, the correct term is"Can Contribute."

D. Can Author–"Can Author" is not an official permission setting in ServiceNow. The correct term is"Can Contribute."

E. Cannot Author–No such option exists in ServiceNow Knowledge Base permissions.