CSA Certification

Self-Service & Automation Questions

Configure self-service portals, Service Catalog, Knowledge Management, and automation tools like Flow Designer to improve user experience.

15 total questions2 free questions
All CSA Questions

About Self-Service & Automation

Self-service capabilities empower users to help themselves, reducing ticket volume and improving satisfaction. This includes the Service Catalog for requesting services, Knowledge Base for finding answers, and automation tools like Flow Designer for streamlining processes.

Why This Matters for Your Exam

Self-Service & Automation represents about 15% of the CSA exam. This is a broad topic covering Service Catalog configuration, Knowledge Management, and workflow automation. Modern questions often focus on Flow Designer rather than legacy workflows.

Key Concepts to Master

Understand catalog item structure including variables, variable sets, and order guides. Know how Knowledge Base articles are organized and published. Be familiar with Flow Designer triggers, actions, and subflows. Understand the difference between Flow Designer and legacy workflows.

Exam Tips

Know the components of a catalog item: variables collect information, workflows/flows process requests, and tasks assign work. Understand knowledge article states and the publishing workflow. For Flow Designer, focus on when to use it versus other automation options.

Practice Questions

15 questions available
1
knowledge

What is a catalog item in ServiceNow?

AA database table
BAnything that can be ordered on its own, like a laptop or service
CA type of user role
DA workflow template

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2
understanding

What is the purpose of variables in the Service Catalog?

ATo track inventory levels
BTo define item options for end users and customize items to customer needs
CTo create user accounts
DTo send email notifications

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