Practice Questions
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In this lesson, you will learn:
- How CSA questions are written
- A simple method for answering them
- How well you know each domain, with 12 practice questions
1 How questions look
Most CSA questions describe a situation and ask what to do. Some have one right answer. Others say “Choose two” or “Choose three”, and you need every right answer to get the point. 🧠
💡 Good to know: Watch for small words: best, first, most, and NOT. They change the right answer.
2 Practice questions
Answer each one before you open it. Keep score!
1 A field must be mandatory on the Incident form, and also when incidents are created by imports. What should you use? Show answer
A data policy (with Use as UI Policy on client). UI policies only work on forms. (Lesson 34.2)
2 Which value does a reference field store in the database? Show answer
The sys_id of the referenced record. (Lesson 31.1)
3 Choose two. Which are captured in update sets? A) A business rule B) An incident C) A UI policy D) A user record Show answer
A and C. Incidents and users are data. (Lesson 45.1)
4 A business rule must change a field on the record being saved. Which “When” is best? Show answer
before. It changes current before the save, with no extra update. (Lesson 39.2)
5 An ACL requires the itil role and has a condition “Active is true”. Can an itil user read an inactive record through this ACL? Show answer
No. Roles, condition, and script must all pass. (Lesson 42.1)
6 Which import feature stops the same user being created twice when a file is loaded again? Show answer
Coalesce, on a unique field like email. (Lesson 43.4)
7 A user orders a laptop. Put these in order: RITM, SCTASK, REQ. Show answer
REQ, then RITM, then SCTASK. (Lesson 26.4)
8 Impact is 2 and Urgency is 1. What’s the priority? Show answer
2 – High. (Lesson 20.2)
9 Choose two. Which run on the client? A) Client script B) Business rule C) UI policy D) Script include Show answer
A and C. Business rules and script includes run on the server. (Lesson 35.2)
10 Knowledge articles should only be visible to the SNWR Sales department. What controls this? Show answer
User criteria (Can read) on the knowledge base or article. (Lesson 25.4)
11 An SLA clock should stop counting while the incident waits for the caller. Which SLA condition do you use? Show answer
A pause condition, like State is On Hold. (Lesson 21.2)
12 Which ServiceNow component lets the instance reach servers inside the company network? Show answer
A MID Server. (Lesson 47.4)
3 Check your score
| Score | What to do next |
|---|---|
| 11–12 | Great! Take the full mock exam in Lesson 49.4 |
| 8–10 | Revisit the lessons linked to the ones you missed |
| 0–7 | Go back to your weakest domains (Lesson 49.2) before the mock exam |
⚠️ Heads up: Avoid “exam dump” websites. They’re often wrong, and using real exam questions breaks ServiceNow’s certification rules. Practice with your own PDI instead.
⭐ Remember: Read, count, eliminate, decide. For “choose two”, you need both right answers.
4 Quick recap
- Questions describe a situation and ask what’s best
- Watch for “choose two”, “best”, “first”, and “NOT”
- Eliminate clearly wrong answers first
- Revisit the linked lesson for every question you miss
5 Check yourself
Think of your answer first. Then tap to check.
1 A question says “Choose two”, and you pick one right and one wrong answer. Do you get partial credit? Show answer
Assume not. You need every correct answer to get the point.
2 What’s the second step of the method? Show answer
Count: check how many answers to choose.
Nice work! You finished this lesson. 🎉
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