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ServiceNow is a cloud-based platform that offers a wide range of IT service management (ITSM) solutions to businesses worldwide. ServiceNow has become an essential tool for many organizations to manage their IT operations and deliver efficient IT services. To gain expertise in using the ServiceNow platform, professionals need to acquire the ServiceNow CSA (Certified System Administrator) certification.

ServiceNow CSA certification is a valuable credential for IT professionals who want to demonstrate their expertise in ServiceNow administration. It is a comprehensive exam that covers a wide range of topics related to the ServiceNow platform, and it is recognized by employers worldwide as a standard of excellence in IT service management. To prepare for the exam, candidates should have a thorough understanding of the ServiceNow platform and its various components, as well as experience in configuring and customizing ServiceNow instances. ServiceNow offers a range of training courses and study materials to help candidates prepare for the exam.

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ServiceNow CSA exam is a challenging certification that requires thorough preparation. CSA exam consists of 60 multiple-choice questions that must be completed in 90 minutes. The passing score for the exam is 70%. The questions are designed to test the candidate's understanding of ServiceNow administration, including best practices, common issues, and troubleshooting techniques. CSA Exam is available online, so candidates can take it from anywhere in the world.

ServiceNow Certified System Administrator Sample Questions (Q435-Q440):

NEW QUESTION # 435
An IT manager is responsible for the Network and Hardware assignment groups, each group contains 5 team members. These team members are working on many tasks, but the manager cannot see any tasks on the Service Desk > My Groups Work list. What could explain this?

A. The manager is not a member of the Network and Hardware groups.
B. The manager is not a member of the Service Desk group.
C. The manager does not have the itil role.
D. The Service Desk > My Groups Work list shows active work tasks that are not yet assigned.
E. The Assignment Group manager field is empty.

Answer: D

Explanation:
In ServiceNow, the"Service Desk > My Groups Work"module is designed to display tasks assigned to a groupbut not yet assigned to an individual user.This means that even if an IT manager oversees theNetworkandHardwareassignment groups, they will not see any tasks in this listif all tasks have already been assigned to specific individualswithin the group.
Let's break down whyoption Ais the correct answer and why the other options are incorrect:
The"My Groups Work"list only shows tasks that are assigned to thegroupbut have not been assigned to a specificindividualwithin the group.
If all tasks are assigned to specificteam members, then the manager will not see any tasks in this list.
The IT manager can verify this by navigating to theTask List(e.g., Incidents, Changes, or Requests) and filtering by theNetworkandHardwareassignment groups.
Explanation for Correct Answer (A):
Theitil roleallows users toview, create, update, and resolve incidents, changes, problems, and other ITSM tasks.
However, not having this role wouldrestrict accessto various ITSM functionalities, but itdoes notimpact whether tasks appear inMy Groups Work.
If the manager lacks theitilrole, they might have trouble accessing or modifying tasks, but this wouldn't explain why they don't see anything in the list.
TheService Desk groupis a separate entity in ServiceNow, typically associated with incident handling and user support.
TheMy Groups Workmodule isnot restricted to the Service Desk group-it displays work assigned toany groupthe user belongs to.
Since the manager is responsible for theNetwork and Hardwaregroups, being part of theService Deskgroup is irrelevant.
If the manager wasnot a memberof these groups, they wouldn't seeany group-related tasksat all.
However, the question states that the manager isresponsible for these groups, so it's reasonable to assume they are either a member or at least agroup managerwith visibility.
Even if they were just a manager and not an officialgroup member, they would still be able to see the tasks assigned to the groups.
TheAssignment Group managerfield is an informational field that indicates who manages a group.
This fielddoes not controlwhat is displayed in theMy Groups Workmodule.
Even if this field were empty, it wouldn't prevent a manager (who is a group member) from seeing unassigned tasks.
Explanation for Incorrect Answers:(B) The manager does not have the itil role.(C) The manager is not a member of the Service Desk group.(D) The manager is not a member of the Network and Hardware groups.
(E) The Assignment Group manager field is empty.
ServiceNow CSA Guide - User Interface and Navigation
ServiceNow ITSM Fundamentals - Incident and Task Management
ServiceNow Role-Based Access Controls and Group Management
ServiceNow KB Articles - My Groups Work Module
References to Official Certified System Administrator (CSA) Documentation:

NEW QUESTION # 436
On what part of the ServiceNow instance, would you find the option to Impersonate User?

A. Content Frame
B. Module
C. Application Navigator
D. User Menu

Answer: D

Explanation:
Reference: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/users-and- groups/concept/c_ImpersonateAUser.html

NEW QUESTION # 437
When working on a task, which field do you use to share knowledge and other customer-visible details?

A. Caller note
B. Description
C. Additional comments
D. Customer notes

Answer: C

Explanation:
# The "Additional comments" field is used to communicate information that is visible to the customer.
This field is commonly used in Incident Management, Service Requests, and other task-based records.
Key Differences Between Fields:
* Additional Comments (# Correct Answer) - Used for customer-facing communication.
* Work Notes - Used for internal 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) - Holds initial details of the issue but is not used for ongoing communication.
# Reference: ServiceNow ITSM - Incident Management & Customer Communication

NEW QUESTION # 438
In a Business Rule, which one of the following returns the sysjd of the currently logged in user?

A. g_form.getUserlD()
B. g_form.getUserSyslD()
C. gs.getUserlD()
D. gs.getllserSyslD()

Answer: C

NEW QUESTION # 439
Where can Admins check which release is running on an ServiceNow instance?

A. Stats module
B. System.upgraded table
C. Memory Stats module
D. Transactions log

Answer: A

Explanation:
In ServiceNow, administrators can check whichrelease versionis running on an instance by navigating to theStats module. This module provides various system statistics, including the current release name, build number, and other important system details.
Navigate toSystem Diagnostics#Stats(or simply type "Stats" in the navigation filter).
Scroll down to find theBuild nameandVersionfields.
The displayed version follows the standard ServiceNow naming convention (e.g., "Washington DC Patch 2 Hotfix 1").
How to Check the Release Version via Stats Module:
A: Memory Stats module:
This module provides memory consumption details and performance-related information, but it does not show the instance version.
C: System.upgraded table:
While this table records upgrade history and past version changes, it does not display the current version running on the instance.
D: Transactions log:
This log captures user activities and system transactions but does not provide release version details.
Why Other Options Are Incorrect:
ServiceNow Documentation:View system version details
Certified System Administrator (CSA) Study Guide: CoversSystem Diagnostics # Stats Moduleas a key method to verify the running release version.
Reference from CSA Documentation:

NEW QUESTION # 440
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