CSA System Maintenance and Support 2 — Questions and Answers
Question 1: A ServiceNow administrator needs to schedule a recurring job to clean up old log entries every Sunday at 2 AM. Which feature should they use?
- Scheduled Job (Correct answer)
- Business Rule
- Flow Designer
- Script Include
Correct answer: Scheduled Job
Scheduled Jobs in ServiceNow allow administrators to run scripts or workflows at defined intervals, such as weekly at a specific time.
Question 2: During a system upgrade, an administrator notices that a custom Business Rule is conflicting with an out-of-box update. What is the recommended approach?
- Delete the custom Business Rule and recreate it after upgrade
- Skip the upgrade to preserve customizations
- Review the upgrade conflict and merge changes carefully using the Upgrade Monitor (Correct answer)
- Roll back the upgrade immediately
Correct answer: Review the upgrade conflict and merge changes carefully using the Upgrade Monitor
The Upgrade Monitor highlights conflicts between customizations and out-of-box updates, allowing admins to review and merge changes safely.
Question 3: An administrator wants to prevent users from accidentally deleting records in a critical table. Which access control action should be restricted?
- Read
- Write
- Delete (Correct answer)
- Create
Correct answer: Delete
Restricting the Delete ACL action on a table prevents users from removing records, protecting critical data from accidental deletion.
Question 4: Which ServiceNow table stores all configuration changes made by administrators for audit purposes?
- sys_log
- sys_audit (Correct answer)
- sys_update_set
- sys_history_set
Correct answer: sys_audit
The sys_audit table records field-level changes to records, providing a complete audit trail of configuration and data modifications.
Question 5: A user reports that a form is loading slowly. The administrator suspects a client script is causing the delay. Which tool should be used to diagnose this?
- System Diagnostics
- JavaScript Debugger in the browser (Correct answer)
- Field Watcher
- Session Debug
Correct answer: JavaScript Debugger in the browser
The browser's built-in JavaScript Debugger allows administrators to profile and identify slow-running client-side scripts.
Question 6: An administrator wants to test a fix in an isolated environment before deploying to production. What is the correct sequence?
- Fix in production, then document
- Fix in development, test in test instance, then deploy via Update Set to production (Correct answer)
- Fix directly in test instance and push to production
- Fix in production sub-environment and export manually
Correct answer: Fix in development, test in test instance, then deploy via Update Set to production
Best practice is to develop in a development instance, validate in a test/UAT instance, and deploy changes to production using Update Sets.
Question 7: Which ServiceNow feature allows an administrator to compare two versions of a configuration record side by side?
- Update Set Preview (Correct answer)
- Version History
- Sys History
- Upgrade Diff Viewer
Correct answer: Update Set Preview
Update Set Preview shows a side-by-side comparison of incoming changes versus what currently exists in the target instance.
CSA System Maintenance and Support 2
A ServiceNow administrator needs to schedule a recurring job to clean up old log entries every Sunday at 2 AM.
Which feature should they use?