CSA Exam Dumps - ServiceNow Certified System Administrator Questions and Answers

In ServiceNow, list filters allow users to define and apply specific conditions to refine data displayed in a list view. If an administrator or user wants to make a list filter available to everyone, they need to:

Assign a Name → The filter must be named so users can identify and reuse it.

Set Visibility → The filter’s visibility needs to be adjusted to “Everyone”, a specific group, or an individual user.

Save → The filter must be saved for it to be accessible in future sessions.

Apply a filter in a list view using the filter conditions.

Click the Save button.

Provide a name for the filter.

Under Visibility, select one of the following:

Me (Private) → Only the creator can use the filter.

Everyone (Public) → All users can access the filter.

Group → Assign the filter to a specific group.

Click Save to store the filter.

Steps to Make a List Filter Available to Everyone:

Why "B. Assign a Name, Set Visibility, and Save" is Correct:✅ Assign a Name → The filter needs an identifiable name for users.✅ Set Visibility → Determines whether everyone, a group, or just the creator can see the filter.✅ Save → Saves the filter for future use.

A. Make active, set visibility, and save → ❌ Filters do not have an "Active" state; they just need to be saved with the correct visibility settings.

C. Assign a group, set visibility, and save → ❌ Assigning a group is optional but does not apply to everyone.

D. Make active, assign a name, and save → ❌ "Make active" is not required; visibility settings control availability.

Why Other Options Are Incorrect:

ServiceNow Documentation: Creating and Sharing List Filters

CSA Exam Guide: Covers List Filters and visibility settings.

Reference from CSA Documentation:Thus, the correct answer is:✅ B. Assign a Name, Set Visibility, and Save

A UI Policy is the preferred no-code approach in ServiceNow to dynamically control the mandatory, read-only, or visibility state of form fields based on specified conditions. Unlike Client Scripts, which require JavaScript coding, UI Policies provide an easy-to-configure, rule-based solution.

They allow administrators to control form behavior without scripting.

They are faster and more efficient than Client Scripts.

They run on the client-side, meaning changes occur dynamically as users interact with the form.

Define conditions (e.g., "Priority is High").

Set actions (e.g., make "Due Date" mandatory, read-only, or hidden).

Apply the UI Policy to the form automatically when the condition is met.

A. UI Action → UI Actions create buttons, links, or context menu items; they do not control form fields.

B. Client Script → While Client Scripts can achieve similar functionality, they require JavaScript coding, making them a low-code rather than a no-code solution.

C. UI Script → UI Scripts are reusable JavaScript libraries, not designed for controlling form fields.

D. UI Rule → No such feature exists in ServiceNow.

The CMDB Builder is the primary tool used in ServiceNow’s Configuration Management Database (CMDB) for creating and managing dependencies between Configuration Items (CIs). It provides a graphical interface that allows administrators and CMDB managers to visualize and define relationships between CIs efficiently.

Visual Representation of CI Dependencies:

CMDB Builder provides a graphical interface that allows users to create, modify, and delete relationships between Configuration Items (CIs).

It helps in identifying impact analysis and service dependencies by mapping CIs and their relationships.

Supports Complex CI Relationships:

Allows defining parent-child, peer, and dependency relationships between CIs.

Helps in ensuring the accuracy of service maps and IT asset relationships.

Drag-and-Drop Functionality:

Users can drag and drop CIs onto the builder canvas and connect them using predefined relationships.

Integration with CMDB Relationship Rules:

CMDB Builder adheres to CMDB relationship rules to ensure that only valid relationships are created.

Impact and Root Cause Analysis:

Helps in troubleshooting IT incidents by showing the dependencies between services.

Useful in change management to predict potential impacts on downstream services before making changes.

Key Features of CMDB Builder:

A. CI Relationship Editor:

The CI Relationship Editor allows users to view and edit relationships between CIs in a tabular format but does not provide a graphical dependency visualization like CMDB Builder.

It is more manual and less interactive compared to CMDB Builder.

C. CI Service Manager:

CI Service Manager is used for managing CI service mappings but is not primarily a tool for creating dependencies between CIs.

It is more focused on defining service-level relationships rather than building CMDB dependency models.

D. CI Class Manager:

CI Class Manager is used for managing CI classes, attributes, and extending CMDB class structures.

It is not used for creating dependencies between configuration items.

Why Other Options Are Incorrect:

ServiceNow CMDB Guide: CMDB Builder Overview

ServiceNow Best Practices for CMDB: CMDB Relationship Management

ServiceNow Admin Documentation: Understanding CMDB Dependency Management

References from the Certified System Administrator (CSA) Documentation:

Final Answer:CMDB Builder (Option B) is the correct answer, as it is the primary tool used to create, manage, and visualize dependencies between CIs in ServiceNow's CMDB.

In ServiceNow, an Event is a system-generated notification that indicates an occurrence within the platform. Events are triggered automatically or manually when specific conditions are met and can be used to initiate notifications, business rules, workflows, or integrations.

Events Indicate That Something Has Happened

Example: When an Incident is assigned, an event like "incident.assigned" can be triggered.

These events do not execute actions themselves, but they notify other processes to take action.

Events Are Stored in the [sys_event] Table

The Event Log (System Policy > Events > Event Log) records all generated events.

Administrators can monitor what events were triggered, their sources, and timestamps.

Events Can Be Used for Notifications & Workflows

Example: An event "incident.closed" can be configured to send a "Thank You" email to the requester.

Example: A custom event "task.overdue" can be used to trigger a workflow escalation.

Events signal that something has happened, allowing other processes (like email notifications or workflows) to react.

They do not execute actions themselves but notify scripts, business rules, or workflows.

Key Characteristics of Events in ServiceNow:Why is "B. An Event is an indication to the ServiceNow processes that something has occurred" the Correct Answer?

A. "An Event is a trigger that has a direct response in the platform" → ❌ Incorrect

Events themselves do not trigger direct responses; they only notify the system about occurrences.

The system must be configured to respond to an event (e.g., via a Business Rule, Notification, or Script Action).

C. "An Event is an indicator that a Priority 1 (P1) Incident has been logged" → ❌ Incorrect

While ServiceNow can generate an event when a P1 Incident is logged, events are not limited to incidents.

Events apply to all ServiceNow processes (incidents, changes, tasks, etc.).

D. "An Event is a recognized, scheduled occurrence of a process" → ❌ Incorrect

Events are not scheduled; they are triggered by system activities (e.g., record updates, conditions met).

Scheduled Jobs or Scheduled Scripts handle time-based automation, not events.

Why the Other Options Are Incorrect?

Navigate to: System Policy > Events > Event Log

Review the event records, including event names, sources, and timestamps.

Navigate to: System Policy > Events > Registry to see predefined event names.

Use Event Registry to create new events that trigger notifications or workflows.

How to View and Use Events in ServiceNow?

ServiceNow Docs: Events in ServiceNowhttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/events/reference/r_Events.html

ServiceNow CSA Official Training Guide (Event Management & Notifications)

References from Certified System Administrator (CSA) Documentation:This confirms that "An Event is an indication to the ServiceNow processes that something has occurred" is the correct answer.

To add a field to a form in ServiceNow, you can use two primary methods:

How to access: Right-click on the form header → Select Configure > Form Layout

Functionality:

Provides a simple interface to add, remove, or reorder fields on a form.

Allows adding new fields directly from the available database fields.

Suitable for basic form modifications without needing a drag-and-drop UI.

How to access: Click on the context menu (three horizontal bars on the top-left of the form) → Select Configure > Form Designer

Functionality:

A drag-and-drop interface to add, remove, or rearrange fields easily.

Enables more advanced customization, such as adding sections and UI policies.

Provides a visual representation of the form’s structure.

1. Configure > Form Layout2. Configure > Form Designer

Incorrect Answer Choices Explanation:❌ A. Select Fields and Columns module – No such module exists for direct form editing. Fields are defined at the table level but not directly added to forms here.

❌ D. Select Field Class Manager module – This module does not exist; it is not used for adding fields to forms.

ServiceNow Documentation: Form ConfigurationConfigure a Form

ServiceNow Form Designer GuideForm Designer

Official CSA Documentation Reference:

To create a new email notification in ServiceNow for users affected by network outages, you must navigate to the Notifications module under System Notification.

Navigate to:System Notification > Email > Notifications

Click New to create a new notification.

Configure the notification with the following:

Name: "Network Outage Notification"

Table: Select the relevant table (e.g., Incident, Task)

When to Send: Define the trigger (e.g., when an Incident is created or updated with a Network Outage category).

Who Will Receive: Specify affected users.

Message Content: Create the email subject and body using dynamic fields (such as affected user’s site).

Save and test the notification.

Notifications are managed in System Notification.

The Notifications module allows you to configure email triggers, recipients, conditions, and templates for system alerts.

B. Administration > Notification Overview: ❌ No such module in ServiceNow.

C. System Properties > Email > Settings: ❌ This configures email server settings, not individual notifications.

D. User Preferences > Email > Notifications: ❌ User preferences only enable or disable personal notifications, not create new ones.

E. Click Gear > Notifications > New: ❌ The gear icon does not provide access to email notifications.

Creating and Managing Email Notifications in ServiceNow: ServiceNow Docs

ServiceNow Notification Configuration Guide

Steps to Create a New Notification:Why is the Correct Answer "System Notification > Email > Notifications"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:By using System Notification > Email > Notifications, administrators can create a targeted email notification to alert users of network outages effectively.

When testing a catalog item with a manager approval flow, it's important to verify that the request submission, approval process, and workflow execution are working as expected. Following best practices ensures that the process functions correctly before deployment.

Why These Options Are Correct?✅ A. Make sure the latest flows are activated.

ServiceNow flow designer allows admins to create and manage approval flows for catalog items.

Before testing, it's crucial to verify that the latest version of the flow is activated, ensuring that the system runs the correct approval logic.

✅ C. Impersonate the requester to ensure the form works.

Impersonation allows administrators to test the user experience without logging in as different users manually.

This is essential to verify that non-admin users can correctly submit the request and trigger the approval process.

✅ D. Make sure the requester's user record has a manager specified.

The manager approval flow relies on the requester's Manager field in their user record.

If this field is empty, the approval request will not be sent to the correct manager, causing the workflow to fail.

Why the Other Options Are Incorrect?❌ B. Use the instance Incognito setting to quickly toggle between requester and approver.

There is no "Incognito setting" in ServiceNow to toggle users.

The correct method is using the impersonate feature.

❌ E. Create and select your Testing Update Set, before starting the test cases.

While Update Sets track customizations, they are not required for testing a catalog item’s approval workflow.

Update Sets are primarily used for migrating changes between instances (e.g., from Dev to Test).

❌ F. Use your Admin account, so you can approve the items quickly.

Admin accounts override approval workflows and do not provide an accurate test.

The correct method is to impersonate the requester and approver roles separately to ensure the workflow works as expected.

ServiceNow Flow Designer - Approval Workflow Testing Best Practices

ServiceNow Impersonation Feature for User Testing

ServiceNow ITSM - Catalog Item Testing & Validation

References to Official Certified System Administrator (CSA) Documentation:

When using High Security Settings in ServiceNow, administrators often gain temporary elevated privileges. To revert to normal security levels, they must log out and back in to refresh their session.

High Security Settings provide elevated security configurations and may override standard role-based access controls.

Logging out clears any temporary security settings and restores normal administrator privileges.

This is the recommended practice after making security changes.

Why is Option B Correct?

Why Are the Other Options Incorrect?❌ A. Select Normal role

Incorrect because there is no "Normal" role in ServiceNow.

❌ C. Use System Administration > Normal Security module

Incorrect because there is no "Normal Security" module in ServiceNow.

❌ D. Select Global Update Set

Incorrect because Update Sets control customizations and configurations, not security settings.

❌ E. End Impersonation

Incorrect because ending impersonation only switches back to the admin account if you were impersonating a user.

It does not reset security settings from High Security Mode.

ServiceNow CSA Guide - High Security Settings

ServiceNow Best Practices - Managing Security Configurations

References to Official Certified System Administrator (CSA) Documentation:

In ServiceNow, the personal_list role allows users to add or remove fields from a list view without requiring full administrator privileges.

Modify List Layout (Columns & Fields)

Users can add, remove, or rearrange columns in list views.

Save Personal List Preferences

Customizations apply only to the user, unless they have additional permissions to modify system-wide settings.

Does NOT Allow System-Wide Changes

Unlike the admin role, personal_list only affects personal views of lists, not global configurations.

A. personalize.control ❌ (Incorrect)

No such role exists in ServiceNow.

C. ui_page_admin ❌ (Incorrect)

This role allows users to manage UI Pages, but it does not provide list customization permissions.

D. ui_action_admin ❌ (Incorrect)

This role is used to manage UI Actions (buttons, links, and client-side scripts), not list view configurations.

Key Capabilities of the personal_list Role:Why Other Options Are Incorrect?

Role-Based List Customization

ServiceNow List Personalization

User Roles and Permissions

ServiceNow User Roles

References from ServiceNow CSA Documentation: