Instance Configuration
About 10% of the CSA exam — see all 6 domains.
What this domain covers
- Installing applications and plugins
- Personalizing/customizing the instance
- Common user interfaces in the Platform
What it covers: installing apps and plugins, personalizing the instance, and the common UI surfaces.
Plugins and applications are activated to add functionality. Many are available from the ServiceNow Store; platform plugins are activated in System Definition > Plugins (or via the Store). Some plugins load demo data — admins choose whether to include it.
Personalizing vs. configuring is a key distinction:
- Personalizing is per-user, low-impact (e.g., a user rearranging their own list columns, setting their own preferences). It does not change the experience for others.
- Configuring changes the underlying object for everyone (e.g., an admin editing a form layout, adding a field). Configuration is captured in update sets.
Common interfaces you should recognize: the standard UI (Next Experience), forms, lists, dashboards/homepages, and workspaces (configurable, agent-focused interfaces built on UI Builder).
Sample questions from this domain
Three of the 30 in this domain, with the reasoning. The full set is in the question bank.
A user rearranges the column order of a list so it suits their own workflow, without changing what anyone else sees. This action is best described as:
- A. Creating an update set
- B. Configuring the list
- C. Extending the table
- D. Personalizing the list ✓
Why: Changing only your own view is personalizing — it is per-user and does not affect others. Configuring changes the underlying object for everyone and is captured in an update set. Table extension is a schema change.
Where would an administrator typically go to activate additional platform functionality that is delivered with the instance but not yet turned on?
- A. System Definition > Plugins ✓
- B. System Logs > Transactions
- C. User Administration > Roles
- D. Self-Service > My Requests
Why: Platform plugins are activated under System Definition > Plugins (or via the ServiceNow Store). Some plugins offer to load demo data on activation. The other modules manage logs, roles, and end-user requests respectively.
Which TWO statements about activating a plugin that includes demo data are correct?
- A. Demo data is always required and cannot be skipped
- B. Plugins can add new tables, modules, and configuration to the instance ✓
- C. Demo data is optional and the admin chooses whether to load it ✓
- D. Activating a plugin automatically deletes all existing records
Why: When activating a plugin, the admin can choose whether to include demo (sample) data. Plugins commonly add tables, modules, fields, and other configuration. Demo data is never mandatory, and activation does not delete existing records.