CSA Dumps with Practice Exam Questions Answers

In ServiceNow Service Catalog, approvals for catalog item requests are handled through workflows. Since the approval policy is based on the total cost of a request, it is managed within the Service Catalog Request workflow.

C. Service Catalog Request ✅

This workflow handles approvals for catalog item requests, including purchase approvals.

Since the policy change involves adjusting an approval threshold, this workflow needs to be updated.

The approval logic is likely configured in a conditional activity (if total cost > $3,100, require approval), which must be modified to $3,150.

A. Services Approval Processing ❌

Not a standard ServiceNow workflow for managing purchase approvals.

Service approvals are typically handled within the Service Catalog Request workflow.

B. 6 Services Catalog Item Request ❌

Likely a custom workflow, but not a default ServiceNow workflow for purchase approvals.

D. Purchasing Process Flow ❌

There is no default "Purchasing Process Flow" in ServiceNow.

The approval workflow for purchases is managed within Service Catalog Request workflows.

ServiceNow Documentation: Service Catalog Workflows

ServiceNow Developer Guide: Modifying Approval Conditions in Workflows

Correct Answer Explanation:Incorrect Answer Choices Explanation:References:

In ServiceNow, a user only sees modules and records they have permission for, based on roles and group memberships. If an IT user can only see Self-Service, it's likely because they lack the required roles for IT tasks.

B. His user account does not belong to any groups that contain the ITIL role ✅

The ITIL role is assigned via user groups (e.g., "Service Desk," "IT Support").

If the user is not in an ITIL role group, they will not see IT-related modules.

D. His user account does not have the ITIL role ✅

The ITIL role (itil) is required to access Incidents, Changes, Tasks, and Service Catalog Management.

Without it, the user only sees Self-Service options (e.g., requesting services, reporting issues).

A. His user account failed LDAP authentication ❌

If LDAP authentication failed, the user would not be able to log in at all.

The issue here is role-based access, not authentication.

C. His user account was not approved by his manager ❌

User approval may be required for account creation, but it does not affect role permissions.

E. His user account is not logged in properly ❌

If the user was not logged in properly, they would not see any homepage at all.

The issue here is limited access due to missing roles.

ServiceNow Documentation: User Roles and Permissions

ServiceNow Best Practices: Managing ITIL Roles and Groups

Correct Answers Explanation:Incorrect Answer Choices Explanation:References:

The Report Designer in ServiceNow is used to create, configure, and format reports. It contains multiple sections to control different aspects of the report.

C. Style ✅

The Style section is responsible for adjusting the visual appearance of the report, including:

Colors

Font styles

Legend layout

Gridlines and chart elements

This section allows users to customize the report to enhance readability and visual impact.

Example Usage:

Changing a bar chart’s colors to align with corporate branding.

Adjusting the legend placement for better visualization.

A. Format ❌

"Format" is not a specific section in the Report Designer.

Formatting options are controlled within the Style section.

B. Layout ❌

The Layout section controls how the report data is arranged, but not the appearance.

Example: Setting a two-column layout for a report.

D. Configure ❌

The Configure section is used for defining the data source, conditions, and filters for the report, not its appearance.

ServiceNow Documentation: Report Designer Guide

ServiceNow Reporting Best Practices: Configuring Report Styles

Correct Answer Explanation:Incorrect Answer Choices Explanation:References:

In ServiceNow, the table configuration page allows administrators to modify table settings, fields, relationships, and properties.

To access this page from a form view, you must use the Form Context Menu (☰ in the top-left corner of the form) and navigate to:

???? Configure > Table

This will open the Table Configuration Page, where you can:

View and edit table properties.

Manage fields, relationships, and indexing.

Configure security settings (ACLs) for the table.

Open a record in a form view (e.g., a Catalog Task form).

Click the Form Context menu (☰ at the top-left).

Select "Configure" from the dropdown.

Click "Table" to access the Table Configuration Page.

Step-by-Step Navigation:

Why "Configure > Table" is the Correct Answer?✅ Directly accesses the table's configuration page✅ Allows modification of table-level settings✅ Best practice method for modifying table properties

A. The Form Context menu > View > Table❌ Incorrect – There is no "View > Table" option in the context menu.

C. The Form Context menu > Configure > Dictionary❌ Incorrect – The "Dictionary" option allows editing individual field properties but not the entire table configuration.

D. The Form Context menu > View > Show Table❌ Incorrect – No such "Show Table" option exists in the Form Context Menu.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Configuring Tables???? Table Administration

ServiceNow Docs – Modifying Table Properties???? Configuring a Table

Official ServiceNow Documentation References:

Conclusion:The correct answer is:✅ B. The Form Context menu > Configure > Table

This is the correct navigation path to access the table configuration page from a form in ServiceNow.

In ServiceNow Service Catalog, the best practice for handling accessory selections is to use variables or variable sets within a single catalog item rather than creating multiple separate catalog items.

A. Create a Catalog Item for the tablet and add a checkbox variable for each accessory option.✅ Correct – Adding checkbox variables for accessories allows users to select multiple options within a single request.

Example variables:

[✓] Carrying Case

[✓] Screen Cleaner

[✓] Tablet Stand

[✓] Screen Protector

This makes ordering simpler and more user-friendly.

B. Create a Catalog Item for the tablet, and add a variable set to the form for accessory options.✅ Correct – A Variable Set is a reusable collection of variables that can be applied to multiple catalog items.

This approach is beneficial if multiple devices (e.g., laptop, phone, tablet) share the same accessory options.

The Variable Set can include checkboxes for selecting accessories.

E. In Shopping Cart configuration, select the option to show the "Add Accessories" button.✅ Correct – Enabling the "Add Accessories" button in the Shopping Cart allows users to add related products as separate items in their order.

This works well when accessories are separate items in the catalog but need to be linked for convenience.

Best Practices for Configuring the Tablet and Accessories:

C. Create one Catalog Item for each: tablet, carrying case, screen cleaner, tablet stand, and screen protector.❌ Incorrect – This forces users to order accessories separately, making the process less efficient.

Best practice is to keep accessories within the same form unless they are standalone items.

D. Create a Record Producer, and on the form, add a checkbox variable for each accessory option.❌ Incorrect – Record Producers create records in tables (e.g., Incident, Request, HR Case) but are not used for Service Catalog ordering.

The correct approach is to use a Catalog Item with variables instead.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Creating and Managing Catalog Items???? Creating Service Catalog Items

ServiceNow Docs – Variable Sets???? Service Catalog Variable Sets

ServiceNow Docs – Shopping Cart Configuration???? Shopping Cart Configuration

Official ServiceNow Documentation References:

Conclusion:The correct answers are:✅ A. Create a Catalog item for the tablet and add checkbox variables for accessories.✅ B. Use a Variable Set for the accessory options.✅ E. Enable the "Add Accessories" button in Shopping Cart configuration.

This approach enhances user experience, ensures flexibility, and aligns with ServiceNow Service Catalog best practices.