CSA Cheat Sheet 2026

The 30 highest-yield CSA facts, distilled from real exam questions. Print it, save it as a PDF, or study it here — free, no sign-up.

1. Which ITIL role is primarily responsible for managing the lifecycle of all Incidents? → Incident Manager
2. What is the role of a Business Rule? → To run logic on record operations
3. Which of the following enables users to report issues or submit requests? → Service Portal
4. What is the Activity Stream used for in ServiceNow records? → To view and add updates or comments on records
5. What is the role of an Import Set Table in ServiceNow? → A temporary staging area for data imported from an external source.
6. For a user to have read access to a specific field on a record, what combination of ACLs must be passed? → The user must pass both a table-level 'read' ACL AND a field-level 'read' ACL.
7. Which tool helps control the visibility of fields in forms based on conditions? → UI Policy
8. In ServiceNow, what is an 'Inbound Action' used for? → Processing incoming emails and performing actions on records
9. What does the term 'Global scope' refer to? → An app shared across all other applications
10. Which of the following BEST describes a 'base table' in the ServiceNow schema? → A table that is extended by other tables but does not extend any other table itself.
11. Which condition on a ServiceNow Notification prevents the same email from being sent more than once for the same record change? → Notification Throttle
12. In ServiceNow, what happens to an Incident's SLA timer when the state is set to 'On Hold'? → It pauses until the hold is lifted
13. How does a user track their submitted requests? → Through the My Requests page
14. What feature in ServiceNow automatically reassigns an Incident to a different group based on predefined rules? → Assignment Rules
15. What does the gear icon in the top-right of ServiceNow allow users to do? → Access user settings and preferences
16. Which state must a Normal Change reach before implementation work can begin? → Authorize
17. Which module in ServiceNow automates task workflows? → Flow Designer
18. Which table in ServiceNow acts as a central repository for the definition of every table and field in the system? → System Dictionary [sys_dictionary]
19. How can users access common help topics or FAQs? → Search Knowledge Base
20. Which of the following is true about table relationships in ServiceNow? → Child tables inherit fields from parent tables
21. Which of the following is a key characteristic of a Role in ServiceNow? → It controls access to features and capabilities.
22. What is an Update Set in ServiceNow? → A collection of configuration changes to be moved between instances
23. Which development tool allows application files to be managed visually? → Application Explorer
24. What is the purpose of a Script Include? → To define reusable server-side code
25. What feature in ServiceNow allows real-time messaging between users? → Connect Chat
26. In ServiceNow, which table stores all Incident records? → incident
27. Which ServiceNow table stores all outbound email records for auditing purposes? → sys_email
28. Where in the ServiceNow platform would a system administrator navigate to create and manage user groups? → User Administration > Groups
29. What is the purpose of breadcrumbs in a list view? → To show applied filters and navigate back
30. Which ServiceNow feature allows variable substitution in Notification email bodies using field values from the triggering record? → Mail Scripts