ServiceNow Updated CSA Exam Questions and Answers by fabian

In ServiceNow, knowledge articles within a Knowledge Base (KB) are grouped by categories to help users easily find and navigate relevant information.

Hierarchical Structure:

Categories can have parent-child relationships, allowing for subcategories.

Example:

Key Features of Knowledge Article Categorization:nginx

CopyEdit

IT Support

├── Hardware

│ ├── Laptops

│ ├── Printers

├── Software

│ ├── Windows

│ ├── MacOS

Improved Search & Filtering:

Users can filter knowledge articles by category in the Service Portal, Knowledge Management homepage, or in the Global Search.

Permissions & Visibility Control:

Categories can have specific user criteria to restrict access to certain articles based on roles or groups.

Article Organization & Management:

Knowledge managers can reassign articles to different categories if needed.

Knowledge Base (KB) articles are always assigned to a category for structured organization.

Without categories, articles would be unstructured and difficult to locate.

Knowledge Management Overview

Knowledge Management in ServiceNow

Creating and Managing Knowledge Categories

Knowledge Base Categories

Why the Answer is True?References from ServiceNow CSA Documentation:Final Verification: ✅ Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.

In ServiceNow, record numbers are automatically generated and incremented by the system. Each record created in a table receives a unique identifier based on a predefined number format.

Each table that extends the "task" or other core tables has a default numbering format.

Numbering is automatic, meaning users do not have to manually increment numbers.

The numbering format follows a prefix + incremental number (e.g., INC0001001 for incidents, CHG0002001 for changes).

The system ensures unique sequential numbering within each table.

How Record Numbering Works:Configuring Auto-Numbering:Admins can customize numbering formats by modifying the "Number Maintenance" module:

Navigate to System Definition → Number Maintenance.

Select a table and configure the prefix, length, and starting number.

Changes apply automatically to new records created in that table.

Record numbers do not require manual updates; the system handles it automatically.

Users can change format settings, but cannot manually increment individual record numbers.

ServiceNow prevents duplicate numbers to maintain data integrity.

Why "False" is the Correct Answer:

Manual incrementing is not required or possible for individual records.

The platform automatically assigns the next sequential number to each record.

Why "True" is Incorrect:

ServiceNow Documentation: Number Maintenance

CSA Exam Guide: Covers automatic record numbering and Number Maintenance settings.

Reference from CSA Documentation:Thus, the correct answer is:✅ B. False

When a user places an order for an item or service from the Service Catalog in ServiceNow, the system generates a Request (REQ). This is a core component of Request Management within the IT Service Management (ITSM) module.

User Places an Order:

The user selects an item from the Service Catalog (e.g., a laptop, software, or an access request).

The order may consist of multiple items, depending on the selection.

ServiceNow Generates a Request (REQ):

This Request (REQ#) acts as the umbrella record that tracks the order as a whole.

It is stored in the sc_request table.

Creation of Requested Items (RITM#):

Each item within the request generates a Requested Item (RITM#), stored in the sc_req_item table.

For example, if the user orders a laptop and a software license, two RITM records are created under the same Request.

Tasks (SCTASK#) Are Created:

Each Requested Item (RITM) may trigger one or more Catalog Tasks (SCTASK#) in the sc_task table.

These tasks define the steps required to fulfill the request (e.g., procurement, approval, and configuration).

A. A Change Request – Incorrect. A Change Request (CHG#) is created only if the requested item involves changes to the infrastructure, such as a server upgrade. Not all catalog items require a change request.

B. An Order Guide – Incorrect. An Order Guide is a tool within the Service Catalog that helps users order multiple related items at once. However, it does not get generated when an order is placed.

D. An SLA – Incorrect. A Service Level Agreement (SLA) may be associated with the request or tasks, but it is not automatically generated when a request is placed.

ServiceNow Product Documentation → Service Catalog → Request Fulfillment

ServiceNow CSA Study Guide → Service Catalog and Request Management

ServiceNow Tables Reference → sc_request, sc_req_item, sc_task

Understanding the Request Process in ServiceNow:Explanation of Incorrect Answers:References from Certified System Administrator (CSA) Documentation:

LDAP (Lightweight Directory Access Protocol) Integration in ServiceNow enables organizations to connect their corporate directory services (such as Microsoft Active Directory) with their ServiceNow instance. This integration helps manage user authentication and data synchronization efficiently.

There are two key aspects of LDAP Integration in ServiceNow:

Authentication

LDAP is commonly used for user authentication, allowing users to log in to ServiceNow using their corporate credentials.

Instead of storing passwords in ServiceNow, authentication requests are sent to the LDAP server to verify the user's identity.

This helps in maintaining centralized identity management across the organization.

Data Population

LDAP can be used to import user and group information into ServiceNow.

This process is known as data synchronization, where attributes such as usernames, email addresses, department details, roles, and group memberships are pulled from LDAP and stored in ServiceNow.

This ensures that user information in ServiceNow is always up-to-date with the organization's directory.

B. Data Formatting –

While ServiceNow does process data from LDAP, "Data Formatting" is not an aspect of LDAP integration.

Formatting refers to structuring or modifying data but is not a core function of LDAP integration.

C. Authorization –

Authorization determines what a user can do after authentication, such as assigning roles and permissions.

While ServiceNow can use LDAP groups to assign roles, the integration itself focuses on Authentication and Data Population rather than defining permissions within ServiceNow.

ServiceNow Docs: LDAP Integration Overviewhttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/integrate/authentication/concept/c_LDAPIntegration.html

ServiceNow CSA Official Training Guide (LDAP Integration & User Authentication)

Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms that the two main aspects of LDAP Integration in ServiceNow are Authentication and Data Population.