Score Higher on Verified CSA | ServiceNow Certified System Administrator Exam Questions with Answers

Natural Language Query (NLQ)in ServiceNow allows users tofilter a list by typing a natural language phrase, making it easier to search and retrieve data without manually building filters.

For example, users can type:

??"Show me all open incidents assigned to John Doe"

??"Incidents created this week"

The platforminterprets the phraseand automaticallyapplies the correct filterto the list.

A. Automatically select a filter, based on keywords–NLQ does not automatically select filters based on keywords; instead, itprocesses full phrasesinto a filter.

C. Predict the filter desired by the user–NLQ does not predict filters but rather converts typed queries into list filters.

D. Speak to the condition builder–NLQ does not interact with the condition builder directly; it translates text queries into filters.

E. Set list filter, using audible commands–NLQ does not supportvoicecommands, onlytypedqueries.

Understanding Choice Fields in ServiceNow:

AChoice fieldprovides a drop-down list ofpredefined valuesthat users can select from.

These fields are useful whenstandardized inputsare required (e.g., Status: Open, In Progress, Closed).

Why "Choice" is the Correct Answer:

AChoice fieldstores predefined options that users can select from a dropdown.

It ensuresdata consistencyby limiting inputs to a set of defined values.

Administrators can configure Choice fields inSystem Definition ? Tables & Columnsby adding choices to specific fields.

Why Other Answers Are Incorrect:

B. Picker? ServiceNow does havereference pickers(e.g., User Picker, Date Picker), but these are not used for predefined choice selections.

C. Drop down? While a Choice fieldappearsas a dropdown, "Drop down" is not an official ServiceNow field type.

D. Option? "Option" is a general term and not a specific ServiceNow field type.

Best Practice Solution:

To create or modifyChoice fields, go toSystem Definition ? Tables & Columns, select the desired table, and edit the field properties.

UseChoice Liststo manage predefined values efficiently.

In ServiceNow, theApprover [approver-user] roleis specifically designed for users who need toauthorize requestsbut should not have any other permissions or administrative access to the platform.

Canapprove or reject requests(e.g., Change Requests, Service Catalog Requests).

No additional platform permissions(cannot create, modify, or view records beyond approvals).

Assigned automatically tousers designated as approversin approval workflows.

AnIT Managerreceives an approval request for a new laptop.

Themanager logs in and sees only the approval request(no other system access).

Theyapprove/rejectthe request without modifying any records.

Key Features of the Approver Role:Example Use Case:

B. Authorize [authorize-user] ?Incorrect

No such role exists in ServiceNow.

C. Reviewer [reviewer_user] ?Incorrect

No such role exists in ServiceNow.

D. Approver Group [approval_group] ?Incorrect

Approval groupsallow multiple users to approve a request collectively, but it is not a standalone role.

Theapprover-user roleis the correct answer for individual approvals.

E. Verification [verify_user] ?Incorrect

No such role exists in ServiceNow.

Why Other Options Are Incorrect?

Approval Configuration

User Roles in ServiceNow

Official ServiceNow Documentation Reference: