ServiceNow Certified System Administrator (CSA) Practice Exam

What the ServiceNow Certified System Administrator (CSA) exam covers

• User Interface and Navigation115 questions
• Collaboration92 questions
• Database Administration123 questions
• Self-Service and Automation139 questions
• Data and Reporting100 questions
• Administration and Security108 questions
• Data Management and Migration92 questions

Free ServiceNow Certified System Administrator (CSA) sample questions

A sample of 10 questions with answers and explanations. Sign up free to practice all 769.

1. Question 1Administration and Security

   Which table stores individual user records in ServiceNow, such as name, email, and login information?

   • Asys_userCorrect
   • Bsys_user_group
   • Csys_user_has_role
   • Dsys_user_grmember
   ✓ Correct answer: A

   The User [sys_user] table holds each person's core identity data, including name, email, and login credentials. sys_user_group stores group records, sys_user_has_role stores role assignments, and sys_user_grmember stores group membership, each a separate table from the user record itself.

   Why the other options are wrong

   • Bsys_user_group stores group records, not individual users.
   • Csys_user_has_role stores role assignments, not the user's identity data.
   • Dsys_user_grmember stores group membership rows, not the user record itself.
2. Question 2Administration and Security

   Which of the following is true regarding using Impersonate to view the instance as another user?

   • AImpersonate requires the target user's explicit real-time approval each time
   • BAn administrator generally cannot impersonate another user who holds the admin roleCorrect
   • CImpersonate permanently transfers the target user's password to the administrator
   • DImpersonate can only be used on inactive user accounts
   ✓ Correct answer: B

   As a security safeguard, an administrator generally cannot impersonate another user who also holds the admin role. Impersonate never exposes the target's password, it is typically used on active accounts, and it does not require the target user's real-time approval.

   Why the other options are wrong

   • AImpersonate does not require the target user to approve the session in real time.
   • CImpersonate does not expose or transfer the target user's password at all.
   • DImpersonate is typically used on active accounts to preview their real, current access, not restricted to inactive ones.
3. Question 3Self-Service and Automation

   When every Requested Item under a Request reaches a closed state, what typically happens to the parent Request?

   • AThe Request itself moves to a closed state as wellCorrect
   • BThe Request is deleted from the sc_request table
   • CThe Request remains permanently in a pending approval state
   • DThe Request automatically reopens all of its Requested Items
   ✓ Correct answer: A

   Once every Requested Item under a Request finishes, the Request record itself moves to a closed state, reflecting that the entire order has been fulfilled.

   Why the other options are wrong

   • BThe Request record isn't deleted; it is retained as a historical record of the order.
   • CStaying permanently pending would contradict the closure of every child Requested Item.
   • DReopening the items automatically after closure isn't standard behavior.
4. Question 4Self-Service and Automation

   What is the purpose of the scheduled job that processes the sysevent table?

   • ATo pick up queued events and trigger any matching notifications or subscribed scriptsCorrect
   • BTo publish every currently checked-out classic workflow version
   • CTo recalculate business hours for every active SLA schedule
   • DTo reset every Task SLA record on the instance overnight
   ✓ Correct answer: A

   A background scheduled job continuously reads unprocessed rows from sysevent and triggers whatever is listening for that event name, such as an Event is fired notification or a script subscribing to that event.

   Why the other options are wrong

   • BPublishing workflow versions is a manual administrator action, not this job's role.
   • CSchedule calculations are handled by the schedule engine, not the event processor.
   • DThere is no nightly reset of every Task SLA record tied to this job.
5. Question 5Collaboration

   An incident sits in "Resolved" for several days without the caller confirming. What commonly happens next in a standard configuration?

   • AA scheduled job may auto-close it after a set period without a responseCorrect
   • BThe record is permanently deleted
   • CThe record reverts to New and loses its history
   • DThe assignment group is automatically changed to Service Desk
   ✓ Correct answer: A

   Many instances run a scheduled job that automatically moves an incident from Resolved to Closed after a configured number of days if the caller has not reopened or responded, avoiding tickets sitting indefinitely in a resolved-but-unconfirmed state.

   Why the other options are wrong

   • BAuto-close does not equate to permanent deletion of the record.
   • CAuto-close moves the record forward to Closed, not backward to New, and history is preserved.
   • DThere is no standard behavior that reassigns the group upon auto-close.
6. Question 6Data Management and Migration

   Why is data certification often set to recur rather than run once?

   • AData drifts out of date and needs re-validationCorrect
   • BIt renews the platform license
   • CScheduled jobs cannot run more than once
   • DIt replaces the need for update sets
   ✓ Correct answer: A

   CIs and other business data change as environments evolve, so periodic re-certification catches drift that a one-time review would miss.

   Why the other options are wrong

   • BCertification has no bearing on platform licensing.
   • CScheduled jobs can absolutely recur; that is the entire point of scheduling them.
   • DCertification is a data-accuracy process, unrelated to moving configuration via update sets.
7. Question 7Database AdministrationSelect all that apply

   Which TWO tables are commonly implemented as extensions of the Task [task] table in an out-of-box ServiceNow instance? (Choose TWO)

   • AChoice [sys_choice]
   • BRequested Item [sc_req_item]Correct
   • CUser [sys_user]
   • DConfiguration Item [cmdb_ci]
   • EProblem [problem]Correct
   ✓ Correct answer: B, E

   Along with Incident and Change Request, Problem and sc_req_item are standard out-of-box extensions of Task, inheriting its common process fields.

   Why the other options are wrong

   • Asys_choice stores choice list values and is unrelated to Task extension.
   • Csys_user is the base people table and does not extend Task.
   • Dcmdb_ci is the base CMDB table for assets and CIs, independent of the Task hierarchy.
8. Question 8Database Administration

   By default, can a scoped application directly access tables and fields owned by another, unrelated scoped application?

   • ANo, scoped applications cannot access any data at all, including their own tables
   • BYes, all scoped applications can freely read and write each other's data with no restriction
   • CNo, cross-scope access is restricted unless explicitly allowedCorrect
   • DYes, but only for Reference fields
   ✓ Correct answer: C

   Scoping enforces access boundaries so one scoped application cannot freely reach into another unrelated application's tables unless explicit access is granted.

   Why the other options are wrong

   • AA scoped application can certainly access its own tables; the restriction is about accessing other scopes, not itself.
   • BUnrestricted free access between unrelated scopes is exactly what scoping is designed to prevent by default.
   • DThe restriction is not limited to just Reference fields; it applies broadly.
9. Question 9Data and Reporting

   A report owner wants specific individual users, but not their whole department, to be able to view a sensitive report. What sharing option fits this need?

   • AShare the report with those specific users onlyCorrect
   • BShare the report with Everyone
   • CSchedule the report to email the entire company
   • DPublish a public read-only link on the company intranet
   ✓ Correct answer: A

   Sharing with Everyone, mass emailing the whole company, or posting a public link would all expose the report far more broadly than the stated need for limited, individual access.

   Why the other options are wrong

   • BSharing with Everyone would expose the report to the entire instance, which is broader than the stated need.
   • CScheduling a company-wide email would distribute the report much more broadly than sharing with a few named users.
   • DA public read-only link posted broadly would not restrict visibility to only the intended individuals.
10. Question 10User Interface and NavigationSelect all that apply

    Which TWO are true about Personalize Columns? (Choose TWO)

    • AA user can add or remove columns from their own viewCorrect
    • BIt changes the underlying dictionary instance-wide
    • CA user can reorder the sequence of columnsCorrect
    • DIt requires the security_admin role
    • EIt permanently deletes unselected fields from the table
    ✓ Correct answer: A, C

    This tool changes only the requesting user's personal list layout, letting them choose and order which columns appear, with no effect on the table's dictionary.

    Why the other options are wrong

    • BIt changes only the user's personal layout, not the dictionary.
    • DAny user can personalize their own column view.
    • EUnselected fields remain on the table, only hidden from view.

Who this ServiceNow Certified System Administrator (CSA) practice exam is for

This practice set is for anyone preparing for the ServiceNow Certified System Administrator (CSA) exam at the intermediate level - from first-time candidates building a foundation to experienced ServiceNow practitioners doing a final review before test day. If you learn best by working through realistic questions and reading why each answer is right or wrong, it is built for you.

How to use this ServiceNow Certified System Administrator (CSA) practice exam

1. Start with the free sample questions above to gauge your current baseline.
2. Read the full explanation on every question, including why each wrong option is wrong.
3. Track your weak domains and focus your study where you are losing the most marks.
4. Once you are scoring consistently well, take a timed, full-length mock exam.
5. Use your readiness score to decide when you are ready to book the real ServiceNow Certified System Administrator (CSA) exam.

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