ServiceNow CSA - ServiceNow Certified System Administrator

ThePropertiessection in theReport Designeris used to:

Specify the report name

Select the table or data sourcefor the report

Allows renaming the reportfor better identification.

Defines the primary data source(table) for the report.

Sets report-level settingssuch as visibility, sharing options, and description.

B. Data →Incorrect

TheData sectionis used tofilter and refine the databut not to set the table or name the report.

C. Configure →Incorrect

No such section named"Configure"exists in the Report Designer.

D. Type →Incorrect

TheType sectionis used toselect the type of report(e.g., Pie Chart, Bar Chart, List, etc.).

E. Sources →Incorrect

No"Sources"section exists in the Report Designer.

Key Features of the Properties Section:Why Other Options Are Incorrect?

Report Designer Overview

Official ServiceNow Documentation Reference:

When movinghomepagesordashboardsbetween ServiceNow instances (e.g., from development to production), they arenot automatically includedin an update set. Instead, they must bemanually addedto the update set before migration.

C. Manually add them to the update set

Homepages and dashboards donotget included in update sets by default.

To move them, you must:

Navigate toSystem UI > Homepage Admin > PagesorPerformance Analytics > Dashboards

Select the homepage or dashboard you want to move.

Use theAdd to Update Setfunction to include them in your active update set.

Once added, move the update set to another instance and commit it.

A. Create a separate update set for them

While it's a good practice to keep UI elements in separate update sets, it isnot a requirement.

Homepages/dashboards can be added toany active update setmanually.

B. They are automatically added to the update set

Incorrect—ServiceNowdoes notautomatically add homepages or dashboards to update sets.

D. They cannot be moved via update set

Incorrect—Theycanbe moved via update sets, but they must bemanually added.

TheActivity Formatterin ServiceNow is a UI element that trackschanges and updatesmade to a record, including actionsnot saved directly within a field.

Displays atimeline of record updates, including comments, work notes, and field changes.

Capturessystem-generated events(such as status changes).

Allows users to viewhistorical activityon a record.

A. Sidebar– Thesidebarprovidesquick access to navigation menus, butdoes not track unsaved field changes.

B. List Editor– TheList Editorallowsinline editingof records but doesnot track changes separately.

D. Dictionary– TheDictionarydefines fields and tables but doesnot track changes made to records.

ServiceNow Activity Formatter

ServiceNow CSA Training Module:"Working with Activity Streams and Record History"

Key Features of the Activity Formatter:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

InServiceNow, theActivitysection on theNotestab provides adetailed historyof all work documented on a record. It logs:

✔Updates & Field Changes(who changed what and when)

✔Comments & Work Notes

✔Approval History

✔Assignment Changes

TheActivity Streamis essential for tracking progress, ensuring transparency, and auditing record updates.

A. Journal

ServiceNow does not have a specific "Journal" tab for history tracking. However,journal fields(like work notes and comments) are logged in theActivitysection.

C. Diary

No such section called "Diary" exists in ServiceNow for tracking record history.

D. Audit Log

TheAudit Logtracks field-level changes in aseparate system logbut is not displayed in theNotes tab. It requires admin-level access to view detailed changes.

E. Timeline

"Timeline" is not a default section under the Notes tab. It is sometimes used incustom applications, but thecorrect answer is "Activity."

In ServiceNow,homepages(classic dashboards) are part of the user experience, and administrators may need tomove them between instancesusing update sets.

Homepage Admin > Pages– This is where homepages are managed.

Right-click on a Homepage record– This brings up additional options.

Select "Unload Portal Page"– This action ensures that the homepage iscaptured in an update set, making it available for export to another instance.

Homepagesdo not automatically get addedto an update set when modified.

The "Unload Portal Page" option forces the homepage to be included in the update set.

This is necessary when moving homepages fromdevelopment to productionenvironments.

A. To publish a Homepage to the Portal– This stepdoes not publisha homepage; it just makes it available for update sets.

B. To retire a Homepage– Retiring a homepage involvesdisablingor removing it, not adding it to an update set.

C. To delete a Homepage– Deleting a homepage is done via the UI but does not require these specific steps.

ServiceNow Update Sets and Homepages

ServiceNow CSA Training Module:"Moving Configuration Changes Between Instances"

Explanation of the Given Steps:Why This Process is Used for Update Sets:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

Understanding Table Structure in ServiceNow:

Atablein ServiceNow is a structured collection of data, similar to a database table.

Eachrecord (row)in a table consists of multiplefields (columns), where each field holds a specific piece of information.

Why "Field" is the Correct Answer:

Afieldis a single unit of data storage in a table.

Each field corresponds to a specific data attribute (e.g.,Name, Email, Phone Number).

Arecord(also called a row) consists of multiple fields.

Why Other Answers Are Incorrect:

A. Factor→ Not a recognized ServiceNow term related to tables or data storage.

C. Datapoint→ While a field may contain a data point, ServiceNow does not use this term in table structure definitions.

D. Element→ In ServiceNow, "element" is sometimes used in scripting but does not specifically refer to a field in a table.

E. Item→ "Item" is used in catalog and asset management but does not refer to a component of a table.

Best Practice Solution:

UseTable Dictionaryto explore fields in a table.

Navigate toSystem Definition → Tables & Columnsto review the structure of any table.

Understanding Choice Fields in ServiceNow:

AChoice fieldprovides a drop-down list ofpredefined valuesthat users can select from.

These fields are useful whenstandardized inputsare required (e.g., Status: Open, In Progress, Closed).

Why "Choice" is the Correct Answer:

AChoice fieldstores predefined options that users can select from a dropdown.

It ensuresdata consistencyby limiting inputs to a set of defined values.

Administrators can configure Choice fields inSystem Definition → Tables & Columnsby adding choices to specific fields.

Why Other Answers Are Incorrect:

B. Picker→ ServiceNow does havereference pickers(e.g., User Picker, Date Picker), but these are not used for predefined choice selections.

C. Drop down→ While a Choice fieldappearsas a dropdown, "Drop down" is not an official ServiceNow field type.

D. Option→ "Option" is a general term and not a specific ServiceNow field type.

Best Practice Solution:

To create or modifyChoice fields, go toSystem Definition → Tables & Columns, select the desired table, and edit the field properties.

UseChoice Liststo manage predefined values efficiently.

When working with along list of records, users canfilter dataquickly using theShow Matchingfeature.

C. On the list, locate and right-click on the value Hardware, select Show Matching

Right-clickingon the"Hardware"value and selecting"Show Matching"filters the list toonly show records where the Category is Hardware.

This is thefastestway to apply aquick filter.

A. On Breadcrumb, click the > icon, type Hardware and click enter

Breadcrumbsdo not support direct text inputfor filtering.

Breadcrumbs showexisting filtersbut are not used to type new values.

B. On the Category column header, right-click and select Show > Hardware

Incorrect menu option—There is no "Show > Hardware" selection.

Instead, users would need to use"Show Matching"(Correct Answer C).

D. Right-click on magnifier, type Hardware, and click enter

There isno "magnifier" optionfor filtering in list view.

E. Click Funnel icon, type Hardware and click enter

TheFunnel (Filter) iconis used to createadvanced filters, but it doesnotsupport direct text input like this.

The correct way to use theFilterwould be:

Click theFunnel icon

SetCategory = Hardware

ClickRun

✔The "Additional comments" fieldis used to communicate information that isvisible to the customer. This field is commonly used inIncident Management, Service Requests, and other task-based records.

Key Differences Between Fields:

Additional Comments (✔Correct Answer)– Used forcustomer-facingcommunication.

Work Notes– Used forinternal team communication(not visible to the customer).

Caller Note (A)– No such standard field exists.

Customer Notes (B)– Not a standard ServiceNow field.

Description (D)– Holdsinitial details of the issuebut is not used for ongoing communication.

📌Reference:ServiceNow ITSM – Incident Management & Customer Communication