CSA Exam Dumps - ServiceNow Certified System Administrator Questions and Answers

A UI Action in ServiceNow can be configured to prompt or notify users when an action is completed, such as submitting an Incident. UI Actions are used to create buttons, links, or context menu items that trigger specific actions.

A UI Action (e.g., a "Submit" button on the Incident form) can be configured with a success message using the gs.addInfoMessage() function.

This message is displayed after the form submission to inform the user that their Incident has been successfully submitted.

How UI Actions Can Prompt a Success Message:Example of a UI Action Script:javascript

CopyEdit

gs.addInfoMessage("The incident has been successfully submitted.");

This will display a confirmation message at the top of the page when an Incident is submitted.

Why "True" is the Correct Answer:✅ UI Actions can display confirmation messages using gs.addInfoMessage() or similar methods.

Why "False" is Incorrect:❌ UI Actions can be used to provide user feedback, including success messages for actions like submitting an incident.

In ServiceNow, a filter condition consists of three primary components:

Field – The specific column (attribute) in a table that you want to filter by.

Example: State, Priority, Category, Created Date

Operator – Defines the comparison condition between the Field and the Value.

Example: is, is not, contains, starts with, greater than, less than

Value – The actual data that the filter is looking for.

Example: High (for Priority), New (for State), IT Support (for Category)

Example of a Filter Condition in ServiceNow:If you want to filter Incident records where the State is New, the filter condition would be:

Field: State

Operator: is

Value: New

A. Table –

A table is where data is stored, but it is not a component of a filter condition.

Filters are applied on a table but do not include the table itself in the condition.

ServiceNow Docs: Filtering Data in Lists and Reportshttps://docs.servicenow.com/en-US/bundle/utah-platform-user-interface/page/use/using-lists/concept/filtering-lists.html

ServiceNow CSA Official Training Guide (Filtering and Searching Data)

Why the Other Option is Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms that Field, Operator, and Value are the three core components of a filter condition.

In ServiceNow, an Import Set Table is a temporary staging area where raw data is stored before it is transformed and moved into a target table. It is primarily used in data import processes to ensure data integrity and allow transformation before committing data to production tables.

Stores incoming data from external sources (e.g., CSV files, Excel files, APIs, LDAP, etc.).

Acts as a temporary staging area before records are mapped and transformed into a target table (e.g., incident, cmdb_ci, problem).

Allows validation and error handling before final data migration.

Uses Transform Maps to determine how fields in the import set relate to fields in the target table.

Key Functions of an Import Set Table:

Data is imported into an Import Set Table from an external source.

The Import Set Table temporarily stores the data without affecting existing records.

A Transform Map is applied to move and modify the data before inserting it into the correct table.

Once transformation is complete, the data is transferred to the target table, and the Import Set Table can be cleared.

Example Workflow of an Import Set:

(A) A table where data will be placed, post-transformation – Incorrect ❌

The target table (e.g., incident, cmdb_ci, problem) holds the data after transformation.

The Import Set Table is only a temporary staging area before transformation occurs.

(B) A table that determines relationships – Incorrect ❌

Relationship tables (e.g., cmdb_rel_ci) define dependencies between records but are not used for data import.

Import Set Tables do not determine relationships between records.

(C) A staging area for imported records – Correct ✅

Import Set Tables temporarily store incoming records before processing.

The data is transformed and mapped before being inserted into the final target table.

This ensures data integrity and consistency.

(D) A repository for Update Set information – Incorrect ❌

Update Sets (sys_update_set) store changes to configurations, such as scripts, workflows, and UI policies.

Import Set Tables are used for data imports, not Update Sets.

Explanation of Each Option:

Always review data in the Import Set Table before applying transformations to avoid incorrect data entry.

Use Transform Maps to define field mappings between Import Set Tables and target tables.

Monitor Import Logs (sys_import_set_run) for errors or incomplete data.

Delete old Import Set data periodically to improve performance and avoid unnecessary storage usage.

Additional Notes & Best Practices:

ServiceNow Docs: Import Set Overview

https://docs.servicenow.com

ServiceNow Community: Best Practices for Import Set Management

https://community.servicenow.com

References from Certified System Administrator (CSA) Documentation:

LDAP (Lightweight Directory Access Protocol) Integration in ServiceNow enables organizations to connect their corporate directory services (such as Microsoft Active Directory) with their ServiceNow instance. This integration helps manage user authentication and data synchronization efficiently.

There are two key aspects of LDAP Integration in ServiceNow:

Authentication

LDAP is commonly used for user authentication, allowing users to log in to ServiceNow using their corporate credentials.

Instead of storing passwords in ServiceNow, authentication requests are sent to the LDAP server to verify the user's identity.

This helps in maintaining centralized identity management across the organization.

Data Population

LDAP can be used to import user and group information into ServiceNow.

This process is known as data synchronization, where attributes such as usernames, email addresses, department details, roles, and group memberships are pulled from LDAP and stored in ServiceNow.

This ensures that user information in ServiceNow is always up-to-date with the organization's directory.

B. Data Formatting –

While ServiceNow does process data from LDAP, "Data Formatting" is not an aspect of LDAP integration.

Formatting refers to structuring or modifying data but is not a core function of LDAP integration.

C. Authorization –

Authorization determines what a user can do after authentication, such as assigning roles and permissions.

While ServiceNow can use LDAP groups to assign roles, the integration itself focuses on Authentication and Data Population rather than defining permissions within ServiceNow.

ServiceNow Docs: LDAP Integration Overviewhttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/integrate/authentication/concept/c_LDAPIntegration.html

ServiceNow CSA Official Training Guide (LDAP Integration & User Authentication)

Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms that the two main aspects of LDAP Integration in ServiceNow are Authentication and Data Population.

In ServiceNow, Tables & Columns is the module that allows administrators to view and manage field settings for a table. This module provides a list of tables in the system along with details about their columns (fields), data types, and attributes.

Displays all fields (columns) within a selected table.

Shows data types, attributes, and configurations of each field.

Allows admins to add, modify, or remove fields.

Provides details on relationships between tables (e.g., reference fields, one-to-many relationships).

Navigate to:System Definition > Tables & Columns

Select a table to view its field settings.

B. Access Control – Incorrect

This module manages security rules (ACLs) for accessing records but does not display table field settings.

C. Columns and Fields – Incorrect

No such module exists in ServiceNow.

D. Tables and Fields – Incorrect

The correct module name is "Tables & Columns", not "Tables and Fields".

ServiceNow Docs: System Definition – Tables & Columns

ServiceNow CSA Study Guide – Table Administration

ServiceNow Product Documentation: Managing Fields in a Table

Key Features of the "Tables & Columns" Module:How to Access Tables & Columns in ServiceNow:Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

In ServiceNow, roles define the level of access a user has within an instance. Roles are stored in the sys_user_role table.

Definition of a Role:

A role is a collection of permissions that grant access to different parts of the system.

Example: The admin role grants full access, while the itil role allows incident management access.

sys_user_role Table:

This table stores role records and their associated metadata.

Every role has a unique sys_id, a name, and may be associated with parent roles (role inheritance).

Users are linked to roles through the sys_user_has_role table.

How Roles Work in ServiceNow:

A user assigned a role gains all the permissions associated with that role.

Roles can be hierarchical (one role can inherit permissions from another).

Example: The itil_admin role includes all the permissions of the itil role, plus additional privileges.

Key Details About Roles and sys_user_role Table:Why Option D (sys_user_role) Is Correct?✅ sys_user_role → The correct table where roles are recorded in ServiceNow.

Why Other Options Are Incorrect?❌ A. sys_user → Incorrect; this table stores user records, not roles.❌ B. sys_user_profile → Incorrect; this table does not exist in ServiceNow.❌ C. sys_user_record → Incorrect; this is not a valid table in ServiceNow.

ServiceNow Docs – Roles and Role Managementhttps://docs.servicenow.com

ServiceNow Table Schema – sys_user_role

ServiceNow Developer Portal – Role Hierarchy & Best Practices

References from Certified System Administrator (CSA) Documentation:

ServiceNow uses a hierarchical structure to manage Service Catalog requests:

REQ (Request Record)

The Request (REQ#) is the parent record that represents the entire service request submitted by a user.

It groups all requested items and their associated tasks.

Found in the sc_request table.

RITM (Requested Item Record)

The Requested Item (RITM#) is the specific catalog item ordered by the user within a request.

A single REQ can have multiple RITMs if the user ordered multiple items in a single request.

Found in the sc_req_item table.

TASK (Catalog Task Record)

The Task (TASK#) is the individual fulfillment action required to complete the requested item.

A single RITM can have multiple tasks, each assigned to different fulfillment teams.

Found in the sc_task table.

Why Answer "C" is Correct:✔️ REQ (Number) > RITM (Number) > TASK (Number)

This is the correct path because it follows the ServiceNow fulfillment structure:

REQ (Request) – Tracks the entire request.

RITM (Requested Item) – Tracks individual items within the request.

TASK (Catalog Task) – Tracks the specific tasks needed to complete the requested item.

This path allows an administrator to drill down from the overall Request (REQ#) to individual Requested Items (RITM#) and finally to the Tasks (TASK#) assigned to fulfill those items.

Why the Other Answers Are Incorrect:❌ A. RITM (Number) > REQ (Number) > PROCUREMENT (Number)

Incorrect because the REQ# (Request) comes first before the RITM# (Requested Item).

Also, PROCUREMENT# is not always part of the fulfillment flow unless the item requires procurement (e.g., purchasing hardware).

❌ B. REQ (Number) > RITM (Number) > PROCUREMENT (Number)

Incorrect because not all requests involve procurement.

The last step should be TASK (sc_task), not PROCUREMENT unless it's a procurement-related request.

❌ D. FULFILLMENT (Number) > RITM (Number) > TASK (Number)

Incorrect because "FULFILLMENT" is not a standard record type in ServiceNow.

The correct hierarchy starts with REQ# (sc_request), not "FULFILLMENT."

ServiceNow CSA Study Guide – Service Catalog & Request Fulfillment

ServiceNow Docs: Request Fulfillment Process (ServiceNow Documentation)

ServiceNow Tables & Data Model (sc_request, sc_req_item, sc_task)

References from the Certified System Administrator (CSA) Documentation:

Connect Chat is the real-time messaging tool in ServiceNow that allows logged-in users to communicate instantly within the platform. It provides live, interactive conversations between users, which is particularly useful for collaboration in IT Service Management (ITSM), HR, and other ServiceNow modules.

Primary Functionality:

Enables real-time conversations within ServiceNow.

Allows communication between individual users, groups, and support teams.

Can be integrated into various ServiceNow applications (e.g., Incident Management, HR Service Delivery).

Where to Access It:

Users can access Connect Chat from the Connect Sidebar (a chat window on the right side of the screen).

Available under: All → Connect Chat.

Key Features:

Supports one-on-one and group conversations.

Integrates with work notes and comments on ServiceNow records.

Provides notifications and presence indicators to show who is online.

Understanding Connect Chat:

B. Now Messenger – Incorrect.

No such tool called Now Messenger exists in ServiceNow.

C. User Presence – Incorrect.

User Presence allows users to see who is online in the system but does not provide chat functionality.

D. Comments – Incorrect.

Comments are used to provide asynchronous updates on records but do not enable real-time communication.

Explanation of Incorrect Answers:

ServiceNow Product Documentation → Connect Chat

ServiceNow CSA Study Guide → Collaboration Tools in ServiceNow

ServiceNow Knowledge Base → Connect Chat vs. User Presence

References from Certified System Administrator (CSA) Documentation:

A Dashboard in ServiceNow is an interface that allows users to display multiple Performance Analytics (PA) widgets, reports, and other visual elements in a single, consolidated view.

Provides a single-screen view of critical data, improving visibility into key metrics.

Can include reports, Performance Analytics indicators, lists, and interactive filters.

Allows users to customize layouts and adjust widgets based on roles and permissions.

Useful for executive summaries, ITSM performance tracking, and real-time operational monitoring.

A. Form –

A Form is used to display and input data for a single record in a table (e.g., an incident, change request, or user record).

It does not provide a multi-widget interface.

B. List –

A List displays multiple records from a table in a tabular format but does not support widgets or Performance Analytics.

D. Timeline –

The Timeline visualization is used for showing time-based data, such as Change Requests over time, but does not provide multiple reporting widgets in a single interface.

ServiceNow Docs: Dashboards Overviewhttps://docs.servicenow.com/en-US/bundle/utah-performance-analytics-and-reporting/page/use/dashboards/concept/dashboard-overview.html

ServiceNow CSA Official Training Guide (Reporting & Dashboards)

Key Features of a ServiceNow Dashboard:Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:

In ServiceNow, a List is a visual representation of multiple records from a table. Lists allow users to view, filter, sort, and interact with records in a structured tabular format.

Displays multiple records from a table.

Columns represent fields of the table.

Users can personalize the list (e.g., adjust columns, apply filters, and sort).

Common Actions:

Inline editing

Searching

Exporting data

Grouping and filtering

A. View ❌

A View defines how data is displayed, but it is not a list itself.

Example: Different form views can be created for the same table.

B. Dashboard ❌

A Dashboard is a visual representation of reports and performance analytics.

It does not display raw table records directly.

C. Panel ❌

No such term as "Panel" exists in ServiceNow for displaying records from a table.

Key Features of Lists:Why Other Options Are Incorrect?

Lists Overview

ServiceNow Lists Documentation

Personalizing Lists

List Personalization Guide

References from ServiceNow CSA Documentation:Final Verification: ✅ Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.