Free ServiceNow CSA Exam Flashcards

A ServiceNow customer's own isolated, dedicated application and database environment. Each customer gets separate instances (e.g., dev, test, prod), unlike a shared multi-tenant model.

The primary left-side menu used to find applications and modules by typing a filter. Modules open lists or pages; favorites and history tabs speed repeat navigation.

A list shows many records as rows for one table; a form shows a single record's fields for editing. The breadcrumb (filter conditions) at the top of a list controls which records are shown.

An admin function to view the platform exactly as another user, including their roles and access. Essential for testing ACLs and UI behavior without that user's password.

A grouping of configuration changes that can be moved between instances (dev to test to prod). Default update set is the one capturing current changes; data records are generally not captured.

An optional, separately activated package that adds features and tables. Some plugins cannot be deactivated once active, so they are typically activated in a sub-production instance first.

Configurable global settings that control platform behavior. Editing a property changes behavior instance-wide; many require the admin or specific role and some need a cache flush to take effect.

Branding (logo, colors, banner) is system-wide via the System Settings/branding configuration. Personalization (favorites, list columns, form layout per user) affects only the individual user where allowed.

Scoped applications run in their own namespace with protected boundaries; global scope has broad access. Cross-scope access must be explicitly granted, which prevents one app from unintentionally altering another.

Data is stored in tables; each column is a field with a type (string, reference, choice, date/time). The Tables and Columns view or Studio is used to create custom tables and fields.

A child table inherits all fields and business logic from its parent. Incident, Problem, and Change all extend the Task table, so they share fields like number, state, and assignment_group.

A reference field points to a record in another table (e.g., Caller to sys_user). Dot-walking (caller_id.email) traverses that reference to read related fields without scripting.

The 32-character globally unique identifier ServiceNow assigns to every record in every table. References and URLs use sys_id, so it is the reliable key for locating a specific record.

A security rule that grants or denies operations (read, write, create, delete) on a table, field, or record. ServiceNow is secure by default: if no ACL grants access, access is denied.

An ACL grants access only if the user matches the required role AND the condition is true AND the script returns true. All three (when present) must pass; failing any one denies access.

The table-level ACL is evaluated first; if it fails, field ACLs are never checked. Field-level ACLs can further restrict individual fields even when the table is accessible.

A named collection of permissions assigned to users or groups. Roles can contain other roles (role inheritance); the admin role grants broad access and the security_admin role manages high-security ACLs.

Best practice is to assign roles to a group, then add users to the group. Users inherit the group's roles, simplifying onboarding and access reviews versus assigning roles directly to each user.

An Import Set is a staging table for incoming external data. A Transform Map defines how staging columns map to target table fields, including coalesce fields that decide insert vs. update.

A field marked coalesce is the match key: if an incoming record's coalesce value matches an existing target record, it is updated instead of inserted. No coalesce means every row inserts.

Defines where import data comes from (file, JDBC, REST, LDAP). The data source loads rows into the Import Set table, then the Transform Map processes them into the target table.

Stores Configuration Items (CIs) and their relationships (cmdb_ci and related tables). It is the single source of truth for IT assets that processes like Incident and Change reference.

A prescriptive framework for structuring CMDB and service data consistently across ServiceNow products, so applications share a common, governed data model rather than ad hoc structures.

ServiceNow secures the platform infrastructure; the customer secures their configuration: ACLs, roles, data classification, and integrations. Misconfigured ACLs are a customer-side risk, not a platform flaw.

Form sections group fields on a record; a related list at the bottom shows records on another table linked to the current record (e.g., affected CIs on a change), editable inline if allowed.

Filters use condition rows joined with AND/OR; the resulting breadcrumb is clickable to remove conditions. Saving a filter creates a reusable named filter for the user or group.

A no-code rule that dynamically makes fields mandatory, read-only, or visible on a form based on conditions. It runs client-side and is the preferred alternative to a Client Script for simple field control.

A configurable button, link, or context-menu item (e.g., Resolve, Save) on a form or list. It can run client-side, server-side, or both, and is shown based on a condition.

Sends email when a trigger occurs (record inserted/updated, or an event). Conditions control when it fires, and the 'Who will receive' tab plus weight/digest settings control recipients and volume.

A report visualizes current data. A dashboard groups reports. Performance Analytics adds time-series scorecards using daily snapshots, enabling trend analysis that point-in-time reports cannot.

Classic homepages are legacy gauge pages; responsive dashboards are the modern, mobile-friendly successor. New analytics work should use dashboards rather than homepages.

Knowledge stores reusable solutions in KB articles within knowledge bases. User Criteria controls who can read or contribute to a knowledge base, supporting public vs. internal content.

A storefront of requestable items and services. Submitting an item generates a Request (REQ) with Requested Items (RITM) and catalog Tasks (SCTASK) to fulfill it.

A catalog item orders a product/service. A record producer creates a record on any table from a catalog-style form (e.g., create an incident). An order guide bundles multiple items into one ordering flow.

Variables are the questions on a catalog item that capture user input. A variable set is a reusable group of variables shared across multiple catalog items to avoid rebuilding common questions.

The modern low-code automation tool for building flows with triggers, conditions, and actions. It is the recommended replacement for legacy graphical Workflow for catalog and process automation.

A trigger starts a flow (record created/updated, scheduled, inbound). Actions perform steps. A subflow is a reusable sequence callable from multiple flows, like a function.

Tracks elapsed time against a commitment using start, pause, and stop conditions. Schedules exclude non-working hours so SLA breach is measured against business time, not wall-clock time.

A conversational chatbot that resolves common requests via topics/conversation flows, deflecting work from agents. It can hand off to a live agent when it cannot resolve the request.

Processes incoming email to create or update records (e.g., reply updates an incident, new email opens one). Conditions and email type (New, Reply, Forward) determine which action runs.

Server-side logic that runs when records are queried, inserted, updated, or deleted. 'When' (before, after, async, display) determines timing relative to the database operation.

Before runs before the DB write (modify the current record cheaply). After runs after the write (update related records). Async runs in the background via the scheduler so the user is not blocked.

Client Scripts run in the browser on form events (onLoad, onChange, onSubmit) for instant UI behavior. Business Rules run on the server and enforce logic regardless of how the record is changed.

The server-side API to query, insert, update, and delete records (query(), next(), get*, update()). It is the standard scripting object used in Business Rules and Script Includes.

Reusable server-side script (often a class) callable from Business Rules, UI Actions, and other scripts. Centralizing logic here avoids duplicating code across the platform.

Runs a script or report on a recurring schedule (daily, weekly, monthly) or at a set time. Used for cleanup, batch updates, and recurring notifications without user interaction.

ServiceNow exposes inbound and outbound web services. The Table API performs CRUD on any table over REST, the standard way to integrate external systems with the platform.

If the current update set is left as Default, customizations are not packaged for migration. Always set a named update set before configuring, or changes cannot be promoted to production.

Configuration uses built-in settings (no code). Customization adds/changes code or schema. Update sets carry configuration/customization but not data; data is moved via import sets or transform maps.

During a release upgrade, ServiceNow skips overwriting records you customized so changes are not lost; an administrator must then review skipped records to reconcile them with new baseline behavior.