Instance Configuration
55 questions from the Instance Configuration domain of the ServiceNow Certified System Administrator (CSA) exam, each with its answer and an explanation. Read them through as revision, then sit the full practice exam to test yourself on them under multiple-choice conditions.
1.Which of the below components runs on server side on ServiceNow instance? Select all that apply.
Answers
- Script Include
- Business Rule
- Data Policy
Script Includes are reusable server-side scripts callable from server logic or from the client via GlideAjax. Business Rules run on the server on insert, update, delete or query. Data Policies run on the server to enforce field rules however data is entered (UI, import, API). UI components, UI Policies and Client Scripts all run client-side in the browser.
2.Which of the following is not an example of a UI action?
Answer
- Search
UI actions include buttons, links and context menu items on forms and lists, used to make the UI more interactive and specific to user activities. Administrators and users with the ui_action_admin role can define them.
3.Which one of the following statements is correct when referring to UI Actions?
Answer
- Conditions can be specified to determine when a UI Action appears
UI Actions support condition fields and scripts controlling visibility based on record state, user role or other criteria. They are inherited by tables extending Task unless restricted, and can run client-side scripts, server-side scripts, or both.
4.Which of the below role is required to manage UI policies?
Answer
- "ui_policy_admin" role
With the ui_policy_admin role you can use UI policies to make fields read-only or mandatory and hide fields. Basic UI policies need no scripting; advanced actions use the Run scripts option. Client scripts can do the same things, but UI policies load faster.
5.For UI policy to be applied on all views, which among the following should be checked?
Answer
- Global
A UI policy needs to be global to be applied on all views.
6.Buttons, form links and context menu items are example of what type of functionality?
Answer
- UI Action
UI actions include the buttons, links and context menu items on forms and lists, configured to make the UI more interactive and specific to user activities. Administrators and users with the ui_action_admin role can define them.
7.Which of the following can be customized through the Basic Configuration UI 16 module? (Choose three)
Answers
- System Date Format
- Banner Image
- Browser Tab Title
Basic Configuration UI 16 covers system-wide date and time formats, the banner image used for branding, and the browser tab title used to distinguish instances. Record number format is set via Number Maintenance, and form header size is not configurable there.
8.How to manage record numbering (like INC0000777)?
Answer
- System Definition > Number maintenance
ServiceNow uses the Number Maintenance module to manage record numbering for tables like Incident, Problem, and Change, letting admins configure prefixes, number length, and the next available number.
9.What is the language used for scripting in ServiceNow?
Answer
- JavaScript
JavaScript is the main programming language used in ServiceNow.
10.Which script can run when a record is displayed, inserted, updated, deleted, or when a table is queried?
Answer
- Business Rule
A business rule is a server-side script that runs when a record is displayed, inserted, updated, or deleted, or when a table is queried.
11.Which of the following statements correctly describes the difference between a client script and a business rule?
Answer
- A client script runs on the client when onLoad, onChange of a field or onSubmit of a record. A business rule runs on server before or after a record is loaded, inserted, deleted or updated.
Client scripts run JavaScript in the browser on events like form load, submission, or field change. Business rules are server-side scripts that run when a record is displayed, inserted, updated, or deleted, or when a table is queried.
12.Which application scope is used to identify applications created before application scoping?
Answer
- Global
Applications created before application scoping was introduced are identified with the Global scope, the default scope for legacy applications and functionality.
13.Which of the following should you use in order to run automated tests on ServiceNow?
Answer
- Automated Test Framework
The Automated Test Framework (ATF) lets you create and run automated tests on a ServiceNow instance, useful to confirm the instance still works as designed after upgrades or modifications.
14.What policies are applied to all data entered into the platform: via form (UI), Import Sets, or Web Services?
Answer
- Data Policies
Data Policies apply rules to all data entered into the system, including data from import sets, web services, and the mobile UI, unlike UI Policies which only apply to data entered on a form through the standard browser.
15.Which type of scripts run in the browser?
Answer
- UI Policies and Client Scripts
Client scripts are JavaScript that runs client-side in the user's browser rather than on the server; UI Policies are client-side logic governing form and field behavior.
16.What attributes you can manage using System Properties > Basic Configuration UI16 (Choose 5 answer)
Answers
- Browser tab title
- Base Theme
- Module text color
- Header background color
- Banner Image
Basic Configuration UI16 lets you configure the browser tab title, base theme, module text color, header background color, and banner image. Calendar settings are managed separately, not via UI16 basic properties.
17.UI Policy is applied on all data input no matter what the channel is, including web form, import sets, …etc
Answer
- False
UI Policies are client-side rules that apply only to data entered through the ServiceNow web interface (forms). They do not apply to import sets, APIs, or integrations; Data Policies or Business Rules cover those channels.
18.Which of the following UI Actions is useful if you would like to apply the "Save As" functionality?
Answer
- Insert
The Insert UI Action creates a new record rather than updating the existing one, equivalent to a "Save As" duplicate, leaving the original record unchanged. Submit, Save, and Update do not create a separate new record from an existing one.
19.Which of the following are supported types of client scripts? (select all that apply)
Answers
- onChange
- onLoad
- onCellEdit
onChange runs when a field's value changes, onLoad runs when the form/list initially loads, and onCellEdit runs when a cell is edited in a list view. onClick, onAction, and onMouseOver are not standard client script event types in ServiceNow.
20.UI Policies execute on the client side
Answer
- True
UI policies dynamically change form behavior and control custom process flows for tasks; scripts created for UI policies run on the client side.
21.You need to add a button to one of your forms. Which of the following should you use?
Answer
- UI Action
UI Actions are scripts specifically designed to add buttons or links to forms, defining the label, behavior, and visibility conditions. Data Policies validate data, and UI Policies enforce validation rules — neither adds buttons.
22.The purpose of data policies is to enforce security in the system
Answer
- False
Data policies primarily enforce data integrity and consistency (mandatory/read-only field rules) regardless of entry channel, not security access control, which is handled by ACLs.
23.Data policies can be applied to a table and can be enforced on both the form and the list
Answer
- True
Data policies run server-side and are enforced consistently regardless of how a record is updated (form, list, import set, or web service), unlike client-side UI policies.
24.Which of the following are valid options in the "When" field in the business rule form? (select all that apply)
Answers
- Before
- Display
- After
- Async
The valid "When" options for business rules are Before, After, Display, and Async. "Sync" and "In Parallel" are not valid options for this field.
25.What is a data policy?
Answer
- Enables admins to set mandatory and read only states for fields and can enforce data consistency across applications. You can set import data as read only, e.g., user info
Data policies allow administrators to define rules governing how data is entered and managed, enforcing mandatory/read-only field states and data consistency across applications.
26.What is a UI policy?
Answer
- It's a rule that applies to a form to dynamically change the ways the fields behave in a form
A UI policy is a declarative rule that controls form behavior dynamically (mandatory, visible, read-only) based on conditions, without requiring custom scripting.
27.What gets skipped during a major upgrade?
Answer
- Any record that has been altered from the base state. The upgrade app looks at the customer update table (e.g., sys_update_xml)
The upgrade process compares records to the base version using sys_update_xml to identify customizations, which are skipped so admins can review and decide whether to revert, merge, or retain them.
28.Which among the following is true regarding UI Policies?
Answer
- Based on the condition, it can be decided when to make it visible/hidden
UI Policies dynamically control field visibility, mandatory status, and read-only state based on conditional logic, running client-side. The Incident table inherits UI Policies from the parent Task table.
29.The upgrade history module helps an admin locate and resolve upgrade conflicts by reverting customization to the base version if necessary.
Answer
- TRUE
The Upgrade History module records upgrade details, identifies conflicts, and may provide the ability to revert specific customizations back to their base versions.
30.A Business rule can be set before or after the database action has occurred.
Answer
- TRUE
Business rules can run 'before' (to validate/manipulate data before saving) or 'after' (for actions relying on the saved record, like notifications) a database operation.
31.What are the main tools you can use to automate servicenow?
Answer
- Ui policy, data policies, ui actions and scripts
UI policies, data policies, UI actions, and scripts are the main tools for automating ServiceNow, controlling UI behavior, data validation, triggered actions, and custom logic.
32.What does a patch release fix in ServiceNow?
Answer
- Combines hot fixes from last feature release and does other fixes
A patch release fixes issues (bugs, hotfixes, minor improvements) discovered after a feature release, bundling fixes without introducing major new functionality.
33.How is it possible for a non-administrator to develop and deploy applications on the Now Platform?
Answer
- Use delegated development and deployment application.
The ServiceNow Delegated development and deployment application enables non-administrators to develop and deploy applications while restricting access to certain areas of the platform.
34.Where do you change the banner of the application?
Answer
- System Properties and in CSS Properties
The application banner's appearance is customized through System Properties and CSS/theme styling.
35.How do you get to the categories on an incident and other table?
Answer
- Go to system definition > choice list
Category values for Incident and similar tables are managed as choice list entries under System Definition > Choice List.
36.Banner Color can be personalized from?
Answer
- Themes section
The color of the application banner is personalized through the Themes section.
37.ServiceNow automatically provides numbers for which tables?
Answer
- All of the above
ServiceNow auto-generates sequential numbers for many record types including Incident, Problem, Change, Knowledge, and Request — hence 'All of the above.'
38.onCellEdit client script is executed when
Answer
- A particular field is modified on List
An onCellEdit client script fires when a specific field is edited and saved directly within a list view (not a form).
39.Which of the following options is an example of a UI Policy?
Answer
- To make priority field mandatory.
Making a field like Priority mandatory through form behavior rules is a classic example of a UI Policy.
40.Which module can be used to change the default date/time formatting?
Answer
- System Properties > Basic Configuration UI16
The Basic Configuration UI16 module is where administrators configure default date/time formats, number formats, and other UI16 display settings.
41.What ServiceNow API will you use to retrieve the incident data in the server script?
Answer
- GlideRecord
GlideRecord is the standard server-side API for querying, inserting, updating, and deleting records in ServiceNow tables such as Incident.
42.Delegated developers automatically get the admin role
Answer
- False
Delegated developers receive the delegated_developer role for scoped app development, not the full admin role, in keeping with the principle of least privilege.
43.ATF can consist of steps that run on web browser
Answer
- True
The Automated Test Framework (ATF) supports browser-based test steps that simulate user interactions like clicking and form entry, in addition to server-side validations.
44.Which module can be used for branding?
Answer
- System Properties > Basic Configuration UI16
Basic Configuration UI16 is where branding elements like the logo, system title, banner colors, and images are configured.
45.Delegated developers automatically get the permission for deployment.
Answer
- False
Deployment permissions must be explicitly granted; delegated developers do not automatically receive the ability to deploy applications to production, following the principle of least privilege.
46.What do you activate when you want to add applications or functionality within your development instance?
Answer
- Plugin
Plugins are activatable software components that add specific features and functionality to a ServiceNow instance.
47.A customer wants to use a client script to validate things on a form in order to make sure the submission makes sense. What type of client script would you recommend to meet this requirement?
Answer
- onSubmit()
onSubmit() client scripts run when a form is submitted and are used to validate data and confirm the submission makes sense, and can cancel submission by returning false.
48.A customer has asked for the following updates to a form: Make Resolution code Mandatory when state is changed to Resolved; Hide Major Incident check box unless logged in user has Major Incident Manager role. What type of rule(s) would you use to implement this requirement?
Answer
- UI Policy
UI Policies change form field behavior in real time based on conditions, without a page reload. They can make a field mandatory based on state, and control field visibility based on role (via conditions or scripts), giving immediate visual feedback. Dictionary settings are static, Business Rules are server-side and can't drive live form behavior, and 'Form Constraint'/'UI Design' aren't real ServiceNow rule types for this.
49.Where can Admins check which release is running on an ServiceNow instance?
Answer
- Stats module
The Stats module provides system information, including the current release version of the instance. The system.upgraded table tracks upgrade history rather than the current release, Memory Stats covers memory/performance metrics, and the Transactions log records system transactions.
50.You cannot deactivate a plugin, once it has been activated.
Answer
- True
After a plugin is activated, it cannot be disabled or deactivated — only its functionality can be hidden if needed. You should thoroughly test plugin features in a non-production instance before activating in production.
51.Client Script on the Task table will be applied to Problem table as well
Answer
- Only if inherit is true
Client scripts are defined on a specific table and, by default, only apply to that table. The 'Inherit' checkbox allows the script to also apply to child tables (Problem extends Task), so the script only runs on Problem if Inherit is checked (true).
52.Which of the below are "ServiceNow release cycle" types?
Answer
- Feature release, patch release and hot fix
ServiceNow release types are Feature release (new functionality), Patch release (bug fixes/minor improvements), and Hot fix (urgent issue resolution). The other options describe data import (ETL), user groups, and UI Policies respectively — none of which are release types.
53.In which table are business rules stored on a ServiceNow instance?
Answer
- sys_script table
Business rules are stored in the Business Rule [sys_script] table. Script includes are stored in the Script Include [sys_script_include] table, and sys_include is not the table for either.
54.Business rules are real time. True or False?
Answer
- FALSE
Business rules run on the server only when a record is displayed, queried, inserted, updated or deleted, and async rules run later in the background. They do not react while a user changes values on a form; that happens in the browser through client scripts and UI policies.
55.Which of the following are examples of UI Actions relating to lists?
Answers
- List Buttons
- List Context menu
- List Links
- List Choices
A UI Action can appear on a list as a button, a context menu item, a link below the list, or an item in the choice list of actions for selected records. List Control configures how a list behaves, and List Override is not a UI Action type.