CSA Exam Dumps | An IT user calls the service desk because they need to work on task records. All they can see is Self

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ServiceNow.CSA.v2024-06-14.q185
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Question 112/185

An IT user calls the service desk because they need to work on task records. All they can see is Self Service on their homepage when they login to the ServiceNow instance. What issue could explain this?
Choose 2 answers

A. Their user account does not have itil role

B. Their user account failed LDAP authentication

C. Their user account was not approved by their manager

D. Their user account is not logged in properly

E. Their user account does not belong to any groups, which contain the itil role

Correct Answer: B,C

Recent Comments (The most recent comments are at the top.)

ES - Apr 22, 2025

Correct Answers are A & E.
Here's why:
A. Their user account does not have itil role
In ServiceNow, the ITIL role is required for users to have access to task records, such as incidents, changes, problems, and other service management records. If the user does not have the ITIL role, they would not have access to these records, and they would likely only see the Self Service portal when they log in, which is intended for general users without advanced permissions.

E. Their user account does not belong to any groups, which contain the itil role
Roles in ServiceNow can be assigned to groups rather than individual users. If the user is not assigned to a group that has the ITIL role, they would not be able to access task records. This situation might also result in the user only seeing Self Service on their homepage.

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