ServiceNow Updated CSA Exam Questions and Answers by marcel

In ServiceNow, when working with forms (such as Incident, Change, or Task forms), users can perform different actions to save records. The two key operations in this context are Insert and Update.

Creates a new record in the database.

Saves the record and exits the form (returns to the list view or the previous screen).

The form is cleared after inserting the record.

It does not modify an existing record; instead, it generates a new record with a new unique sys_id.

Example:

A user creates a new Incident, fills in details, and clicks Insert.

The system saves the new Incident and exits to the list view.

Saves changes to an existing record.

Remains on the form after saving.

It does not create a new record; it modifies the existing record in place.

Example:

A user opens an existing Incident, changes the Priority, and clicks Update.

The system saves the changes but keeps the user on the form.

1. Insert Operation (✅ Correct Description in Option C)2. Update Operation (✅ Correct Description in Option C)

Why the Other Options Are Incorrect:❌ A. Insert creates a new record and Update saves changes, both remain on the form (Incorrect)

Insert does not remain on the form; it exits after creating a new record.

❌ B. Insert creates a new record and Update saves changes, both exit the form (Incorrect)

Update does not exit the form; it remains on the form after saving.

❌ D. Insert saves changes and remains on the form, Update saves changes and exits the form (Incorrect)

Insert exits after creating a new record.

Update remains on the form, not exits.

Insert and Stay: This is a variation of Insert, which creates a new record but keeps the form open for additional edits.

Submit vs. Insert:

Submit is typically used when submitting a form for workflow processing (e.g., Service Catalog Requests).

Insert explicitly saves a record as a new entry.

Additional Notes:

Example Scenario in Incident Management:Action

Result

Click "Insert"

Creates a new Incident and exits the form.

Click "Update"

Saves changes to the existing record and stays on the form.

ServiceNow Documentation: Forms and UI Actions

ServiceNow Learning: Working with Forms

ServiceNow Docs: Creating and Updating Records

References:

In ServiceNow, Tables & Columns is the module that allows administrators to view and manage field settings for a table. This module provides a list of tables in the system along with details about their columns (fields), data types, and attributes.

Displays all fields (columns) within a selected table.

Shows data types, attributes, and configurations of each field.

Allows admins to add, modify, or remove fields.

Provides details on relationships between tables (e.g., reference fields, one-to-many relationships).

Navigate to:System Definition > Tables & Columns

Select a table to view its field settings.

B. Access Control – Incorrect

This module manages security rules (ACLs) for accessing records but does not display table field settings.

C. Columns and Fields – Incorrect

No such module exists in ServiceNow.

D. Tables and Fields – Incorrect

The correct module name is "Tables & Columns", not "Tables and Fields".

ServiceNow Docs: System Definition – Tables & Columns

ServiceNow CSA Study Guide – Table Administration

ServiceNow Product Documentation: Managing Fields in a Table

Key Features of the "Tables & Columns" Module:How to Access Tables & Columns in ServiceNow:Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

Connect Chat is the real-time messaging tool in ServiceNow that allows logged-in users to communicate instantly within the platform. It provides live, interactive conversations between users, which is particularly useful for collaboration in IT Service Management (ITSM), HR, and other ServiceNow modules.

Primary Functionality:

Enables real-time conversations within ServiceNow.

Allows communication between individual users, groups, and support teams.

Can be integrated into various ServiceNow applications (e.g., Incident Management, HR Service Delivery).

Where to Access It:

Users can access Connect Chat from the Connect Sidebar (a chat window on the right side of the screen).

Available under: All → Connect Chat.

Key Features:

Supports one-on-one and group conversations.

Integrates with work notes and comments on ServiceNow records.

Provides notifications and presence indicators to show who is online.

Understanding Connect Chat:

B. Now Messenger – Incorrect.

No such tool called Now Messenger exists in ServiceNow.

C. User Presence – Incorrect.

User Presence allows users to see who is online in the system but does not provide chat functionality.

D. Comments – Incorrect.

Comments are used to provide asynchronous updates on records but do not enable real-time communication.

Explanation of Incorrect Answers:

ServiceNow Product Documentation → Connect Chat

ServiceNow CSA Study Guide → Collaboration Tools in ServiceNow

ServiceNow Knowledge Base → Connect Chat vs. User Presence

References from Certified System Administrator (CSA) Documentation:

In ServiceNow, user records are stored in the User [sys_user] table. This table contains all user-related data, including usernames, email addresses, roles, department affiliations, and more.

User ID (user_name) – Unique identifier for the user.

First Name & Last Name (first_name, last_name) – User’s full name.

Email (email) – The user’s email address.

Department (department) – The department to which the user belongs.

Roles (roles) – List of assigned roles that determine access permissions.

Active (active) – Indicates whether the user account is active or inactive.

B. User [sys_user_group] – Incorrect. This table stores groups, not individual users.

C. User [syst_user_profile] – Incorrect. This table does not exist in ServiceNow.

D. User [user_profile] – Incorrect. There is no such table in ServiceNow.

ServiceNow Docs: User Administration – sys_user Table

ServiceNow CSA Study Guide – User and Group Administration

Key Fields in the sys_user Table:Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation: