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 (in Zurich, also through Application Manager: All > System Applications > All Available Applications > All) 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 a new list view
- B. Configuring the list
- C. Editing the list control
- D. Personalizing the list ✓
Why: Changing only your own view is personalizing: it is per-user and does not affect others. Configuring the list changes the list layout for everyone and is captured in an update set. A list view is a named layout that other users can select, so creating one is a configuration step. The list control governs list behaviors (such as the New button or inline editing) for all users, not one person's column order.
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. User Administration > Roles
- C. System Diagnostics > Stats
- D. System Properties > UI Properties
Why: Platform plugins are activated under System Definition > Plugins, and some offer to load demo data on activation. User Administration > Roles manages role records and grants no new functionality. System Diagnostics > Stats shows instance performance statistics. System Properties > UI Properties adjusts interface settings and does not activate plugins.
Which TWO statements about activating a plugin that includes demo data are correct? (Choose two.)
- A. Demo data is loaded automatically with every plugin and cannot be declined
- 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. Demo data loaded with a plugin is captured in the current update set for promotion
Why: When activating a plugin, the admin chooses whether to include demo (sample) data, and plugins commonly add tables, modules, fields, and other configuration. Demo data is never forced on the admin; it is an option offered at activation. Demo data consists of data records, and update sets carry configuration rather than data, so loading it does not add it to the current update set for promotion.