CSA Exam Dumps - ServiceNow Certified System Administrator Questions and Answers

In ServiceNow, the Number Maintenance application is used to configure and modify numbering formats for specific tables. This application allows administrators to control how records are numbered across different modules.

Customization of Number Formats

Administrators can define prefixes, number sequences, and suffixes for records in different tables.

Example: INC0001001 for Incidents, REQ0002001 for Requests.

Resetting or Adjusting Number Sequences

You can manually adjust the numbering sequence if needed.

Example: Resetting incident numbering to start from a specific value.

Supports Multiple Tables

Works for standard tables like Incidents, Problems, Requests, Change Requests, etc.

Can also be configured for custom tables.

Application Navigation

Path:

Go to All → System Definition → Number Maintenance

Locate the table and modify its numbering settings.

Key Features of Number Maintenance:Why Option A (Number Maintenance) is Correct?✅ "Number Maintenance" is the official ServiceNow application for managing number formats per table.

Why Other Options Are Incorrect?❌ B. System Maintenance – Incorrect; no such module in ServiceNow manages numbering formats.❌ C. Table Maintenance – Incorrect; this does not exist as an application in ServiceNow.❌ D. Record Maintenance – Incorrect; not a valid ServiceNow feature for modifying number formats.

ServiceNow Docs – Number Maintenance Configurationhttps://docs.servicenow.com

ServiceNow Learning – Customizing Numbering Schemes

ServiceNow System Definition – Number Format Best Practices

References from Certified System Administrator (CSA) Documentation:

In ServiceNow, UI Actions are used to add buttons, links, and context menu items to forms and lists, enabling users to perform specific actions easily. UI Actions are essential for customizing the user experience and streamlining workflow interactions.

UI Actions allow administrators to create interactive elements such as:

Buttons (e.g., "Save," "Approve," "Reject")

Form Links (Clickable links that trigger actions on a record)

Context Menu Items (Right-click menu options for records in lists and forms)

They can execute client-side (via JavaScript) or server-side (via scripts or GlideRecord API calls).

UI Actions enhance usability by allowing quick execution of tasks without navigating through multiple screens.

Understanding UI Actions in ServiceNow:

Why is Option B (UI Action) Correct?✅ Buttons, form links, and context menu items are all created and managed using UI Actions in ServiceNow.

UI Actions define what happens when a button or menu item is clicked, including executing scripts, navigating to a different page, or performing an operation on a record.

Why Are the Other Options Incorrect?❌ A. Business Rule

Business Rules run automatically on the server-side when records are inserted, updated, deleted, or queried.

They do not create buttons, links, or context menu items on the UI.

❌ C. Client Script

Client Scripts execute on the client-side (browser) and are used for form validation, field changes, and UI behavior modifications.

They do not create UI elements like buttons or menu items.

❌ D. UI Policy

UI Policies dynamically change form field behavior (e.g., hiding, showing, making fields mandatory, or read-only).

They do not add buttons or context menu items.

Reference from Certified System Administrator (CSA) Documentation:???? ServiceNow Docs – UI Actions Overview???? ServiceNow UI Actions Documentation

"UI Actions add buttons, links, and context menu items on forms and lists to enhance user interaction with the ServiceNow platform."

In ServiceNow, Access Control rules (ACLs) are used to restrict or grant access to data. Each Access Control rule consists of:

Table-level (Row-Level) ACLs – Control access to the entire record (row).

Field-level ACLs – Control access to specific fields within a record.

Access Control rules are evaluated in a specific order to determine whether a user has the necessary permissions to perform an action (Read, Write, Create, Delete, etc.).

If both a row-level and a field-level ACL exist for the same table, BOTH must evaluate to "true" before access is granted.

The system checks conditions, scripts, and roles defined in the ACLs to decide whether the user meets the access requirements.

Access Control Rule Evaluation Process:Why is Option C Correct?✅ If both a row-level rule and a field-level rule exist, both must evaluate to "true" for a user to perform an action.

Row-Level ACLs check if a user can access the record itself.

Field-Level ACLs check if a user can access specific fields within that record.

If a user fails either ACL check, access is denied.

Why Are the Other Options Incorrect?❌ A. "Rules are evaluated using roles. The role with the most permissions evaluates the rules first."

Access Control rules are not evaluated based on roles with the most permissions.

Roles are just one factor in ACL evaluation, along with conditions and scripts.

❌ B. "If more than one rule applies to a row, the older rule is evaluated first."

ServiceNow does not prioritize ACL rules based on their creation date.

Instead, ACLs follow a structured evaluation order (general-to-specific).

❌ D. "Rules are evaluated from the general to the specific, so a table rule must be active to continue."

This is partially true but misleading.

ServiceNow evaluates ACLs from specific to general (Field → Table).

However, a table-level rule does NOT need to be active for a field-level ACL to be evaluated.

Reference from Certified System Administrator (CSA) Documentation:???? ServiceNow Docs – Access Control Rules (ACLs) Evaluation???? ServiceNow ACL Evaluation Documentation

"If a field-level rule and a row-level rule exist, both must evaluate to true for the operation to be allowed."

Conclusion:✅ The correct answer is C. If a row-level rule and a field-level rule exist, both rules must be true before an operation is allowed.???? Understanding ACL rule evaluation is critical for managing security in ServiceNow, ensuring that users have the appropriate access while maintaining data integrity.

In ServiceNow, user records are stored in the User [sys_user] table. This table contains all user-related data, including usernames, email addresses, roles, department affiliations, and more.

User ID (user_name) – Unique identifier for the user.

First Name & Last Name (first_name, last_name) – User’s full name.

Email (email) – The user’s email address.

Department (department) – The department to which the user belongs.

Roles (roles) – List of assigned roles that determine access permissions.

Active (active) – Indicates whether the user account is active or inactive.

B. User [sys_user_group] – Incorrect. This table stores groups, not individual users.

C. User [syst_user_profile] – Incorrect. This table does not exist in ServiceNow.

D. User [user_profile] – Incorrect. There is no such table in ServiceNow.

ServiceNow Docs: User Administration – sys_user Table

ServiceNow CSA Study Guide – User and Group Administration

Key Fields in the sys_user Table:Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

In ServiceNow, Access Control Rules (ACLs) define the permissions required for users to interact with records, fields, or UI actions. ACLs are enforced at the database level and are evaluated before granting access to a user.

Access Control rules can be configured using three primary permission requirements:

Roles define a set of permissions assigned to users.

Access Control rules can require users to have a specific role (e.g., admin, itil, catalog_admin) to perform an action on a table, field, or record.

Example:

A rule might state: Only users with the itil role can read the Incident table.

Conditional expressions allow access based on a specified condition.

These conditions are evaluated at runtime, and access is granted if they are met.

Example:

A condition could be: "Allow access if the record's 'State' field is 'New'".

This would mean that users can only modify records if their state is "New".

Scripts allow advanced, custom logic to determine access.

ACLs support server-side scripts (written in JavaScript) that use the gs.hasRole(), current object, or other logic to evaluate whether a user should have access.

Example:

1. Roles (Correct - ✅)2. Conditional Expressions (Correct - ✅)3. Scripts (Correct - ✅)javascript

CopyEdit

// Allow access only if the user is the requester of the record

answer = current.requested_for == gs.getUserID();

Scripts provide flexibility by allowing complex access conditions beyond simple roles or expressions.

C. Assignment Rules ❌ (Incorrect)

Assignment Rules are used to automatically assign records to users or groups based on conditions.

They do not define access control permissions.

E. User Criteria ❌ (Incorrect)

User Criteria is used in Service Catalog and Knowledge Base (KB) to control access to catalog items or knowledge articles.

It is not used for ACLs at the table/field level.

F. Groups ❌ (Incorrect)

Groups are collections of users but cannot be directly used in ACLs.

Instead, roles (which are often assigned to groups) are used to define ACL permissions.

Why Other Options Are Incorrect?

ServiceNow Product Documentation - Access Control Rules

Access Control Rules Overview

Defining Access Control Rules

ServiceNow Security Model

Role-Based Access

Scripted ACLs

References from ServiceNow CSA Documentation:

In ServiceNow, User Impersonation allows an admin or a user with the appropriate role to temporarily act as another user without needing their password. This is mainly used for testing and visibility, helping administrators and developers verify user permissions, role-based access, and UI experiences.

Testing Permissions & Roles

Ensures that users have the correct access rights (e.g., verifying ITIL user permissions for incident management).

Helps test UI Policies, Business Rules, and ACLs (Access Control Rules) by viewing the system from the perspective of different roles.

Debugging & Troubleshooting

Identifies why a user cannot access certain records or modules.

Helps in resolving permission-related issues without affecting live users.

Experience Validation

Ensures users see the correct menus, fields, and options based on their assigned roles.

Useful when developing new applications, workflows, or Service Catalog items.

Admins and authorized users can impersonate by clicking on their name in the top-right corner and selecting Impersonate User.

Once impersonated, all actions are logged for security and compliance.

Primary Functions of User Impersonation:How to Use Impersonation:

(A) Testing and visibility – Correct ✅

The primary function of user impersonation is to test and verify what different users can see and do in the system.

It helps with debugging UI, role-based access, ACLs, and workflow execution.

(B) Activate verbose logging – Incorrect ❌

Verbose logging is used for detailed debugging and performance monitoring, but impersonation does not enable logging features.

(C) View custom perspectives – Incorrect ❌

ServiceNow does not use the term "custom perspectives" in the context of impersonation.

Impersonation shows what a specific user sees based on their roles, but it does not create custom perspectives.

(D) Unlock Application master list – Incorrect ❌

There is no such feature as an "Application Master List" that requires impersonation to unlock.

Application access is controlled by roles and permissions, not impersonation.

Explanation of Each Option:

Never impersonate a user without permission, especially in production environments.

All impersonation actions are logged in the system for security and auditing purposes.

Use impersonation in a sub-production (development or test) instance before making changes to production.

Admins should use impersonation instead of logging in with test user accounts to maintain security and accountability.

Additional Notes & Best Practices:

ServiceNow Docs: Impersonating Users

https://docs.servicenow.com

ServiceNow Community: Best Practices for User Impersonation

https://community.servicenow.com

References from Certified System Administrator (CSA) Documentation:

In ServiceNow, tables are fundamental components of the platform's database structure. A table consists of records (rows) and fields (columns) that store data.

A record is an individual entry in a table, similar to a row in a traditional database.

Each record represents a single entity (e.g., an incident, a user, a request).

Records are stored uniquely in the system and are identified by a Sys ID (a globally unique identifier).

A field is an attribute of a record, like a column in a database.

Each field has a specific data type (e.g., string, integer, date, reference).

Fields define what type of information can be stored in a record.

1. Records (Rows) – Correct Option2. Fields (Columns) – Correct OptionExample: The Incident [incident] tableSys ID

Number

Short Description

Caller

State

123abc

INC001

System crash

John D

New

456def

INC002

Network issue

Jane S

Open

Records: INC001, INC002 (each row is a record).

Fields: Number, Short Description, Caller, State (each column is a field).

B. Lists – Incorrect

Lists are a view of table data but are not a part of the table itself.

A list displays multiple records from a table but does not define the structure of a table.

C. Forms – Incorrect

Forms are user interfaces used to view or edit single records.

A form allows users to interact with the data stored in a table but is not part of the table structure itself.

ServiceNow Docs: Tables and Records

ServiceNow CSA Study Guide – Understanding Tables, Records, and Fields

ServiceNow Product Documentation: List and Form Views

Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation: