CSA Exam Dumps - ServiceNow Certified System Administrator Questions and Answers

In ServiceNow, a Task is a fundamental record type that represents work that needs to be completed. Tasks can be assigned to users or groups, tracked through various states, and eventually marked as closed when the work is completed.

Event (A) refers to a system-generated log of an occurrence (e.g., an email sent or a user action), but it is not a record that moves through states like a task.

Report (B) is used for analyzing and visualizing data but does not track work progress.

Flow (D) refers to Flow Designer flows, which automate processes but are not individual work items themselves.

Tasks are widely used across ServiceNow applications, such as Incident Management, Change Management, and Service Requests, to track and manage work.

???? Reference: ServiceNow Platform Fundamentals – Task Management Concepts

In ServiceNow Notification Configuration, dot-walking allows administrators to reference related records dynamically.

✔ To send a notification to the Caller's Manager, you need to:

Open the Notification record.

Navigate to the ‘Send to’ tab.

Add the Caller field.

Use dot-walking to select the Caller's Manager field (e.g., caller_id.manager).

Option A is incorrect because dot-walking is configured under the ‘Send to’ tab, not the ‘Who will receive’ tab.

Option B is incorrect because while Flow Designer can trigger notifications, it does not specifically configure recipients based on dot-walking.

Option C is incorrect because setting "Who will receive" to Subscribable is used for opt-in notifications, not direct notifications to the Caller's Manager.

???? Reference: ServiceNow Administration – Notification Configuration & Dot-Walking

Understanding Data Imports in ServiceNow:

When importing data into ServiceNow, you need to determine how incoming data matches existing records to avoid duplication.

Coalescing fields are used to identify whether an incoming record already exists in the target table.

Why "Coalesce Fields" is the Correct Answer:

Coalescing means using specific fields as unique identifiers to determine if a record should be updated or inserted as a new record.

If a match is found based on the coalesce field, ServiceNow updates the existing record.

If no match is found, a new record is inserted.

Why Other Answers Are Incorrect:

A. Match Fields → Not an official ServiceNow term related to import sets. Matching is done through coalescing, but "Match Fields" is not the correct terminology.

C. Key Fields → This is a general database term, but in ServiceNow, "Coalesce Fields" is the term used for identifying unique keys during imports.

D. Sys IDs → The Sys ID is a unique identifier for each record in ServiceNow, but it is not used for coalescing unless explicitly set as the coalesce field.

Best Practice Solution:

Set a single or multiple fields as coalesce fields in the Transform Map to ensure proper data deduplication.

Navigate to System Import Sets → Transform Maps, select the relevant transform map, and mark the coalescing fields.

ServiceNow uses Import Sets to bring data from various sources (such as CSV files, Excel spreadsheets, or external databases) into ServiceNow tables. Import Sets provide a flexible way to map incoming data into ServiceNow’s database structure.

A. Import Set ✅

Import Sets are a temporary staging table where external data is first loaded.

A Transform Map is then used to map and transfer data from the Import Set table into the target table (e.g., Incident, Change Request, CMDB, etc.).

Common use cases:

Importing user records from an external HR system.

Migrating CI data into the CMDB.

Loading historical incident records into ServiceNow.

B. Update Set ❌

Update Sets are used for moving customizations (such as UI changes, workflows, or scripts) between instances, not for importing data.

C. Data Pack ❌

No such standard feature in ServiceNow called "Data Pack."

Possibly confused with Data Sources, which define external data locations but do not perform imports themselves.

D. Transform Set ❌

Incorrect terminology—ServiceNow uses Transform Maps, not "Transform Sets."

Transform Maps define how data in an Import Set is mapped to target tables, but the import process itself is handled by Import Sets.

ServiceNow Documentation: Importing Data with Import Sets

ServiceNow Developer Guide: Transform Maps Overview

Correct Answer Explanation:Incorrect Answer Choices Explanation:References:

In ServiceNow, an Update Set is a mechanism used to package and transfer customizations from one instance to another. The Default Update Set is automatically created for every instance and captures all unassigned configuration changes. However, it is considered a best practice not to use the Default Update Set for moving customizations between instances.

Lack of Organization & Traceability

The Default Update Set collects all modifications automatically, making it difficult to track specific changes related to a particular project or feature.

If multiple administrators or developers work in an instance, their changes will all be mixed together in the Default Update Set, leading to confusion and conflicts.

Risk of Losing Changes

Default Update Sets are not automatically complete. Since users can forget to mark their customizations explicitly for an update set, some changes might not get captured.

If a system admin forgets to move a customization into a named update set, those changes may not be included in the migration process.

Cannot Be Moved Between Instances

The Default Update Set cannot be retrieved or moved between instances because it is system-managed. This makes it impossible to use it for transferring customizations effectively.

Named Update Sets, on the other hand, allow developers to package only the required changes for controlled migration.

Best Practice: Use Named Update Sets

It is highly recommended to create a named Update Set (e.g., "Incident_Enhancements_Q1_2025") for each set of related changes.

This provides a structured way to track, test, and promote configurations from development → test → production environments in a controlled manner.

A. Merge Default Update Sets before moving between instances❌ Incorrect – The Default Update Set cannot be moved between instances, so merging it would not serve any purpose.

B. Submit Default Update Set to Application Repository❌ Incorrect – The Application Repository is used for Scoped Applications, not for update sets. The Default Update Set is system-managed and should not be used for structured deployments.

D. Keep Default Update Set to a maximum of 20 records, for troubleshooting purposes❌ Incorrect – While keeping the Default Update Set small might be useful for tracking small changes, there is no such best practice limit of "20 records." It is still not recommended for migrations.

ServiceNow Product Documentation – Update Sets Best Practices???? Update Set Best Practices

ServiceNow Community Best Practices – Managing Update Sets???? Managing Update Sets

Reasons Why You Should Not Use the Default Update Set for Moving Between Instances:Incorrect Answer Choices Analysis:Official ServiceNow Documentation References:Conclusion:The correct answer is C. You should not use the Default Update Set for moving between instances. The best practice is to always create named Update Sets to ensure controlled, traceable, and reliable migrations of customizations between ServiceNow instances.

✔ The "Additional comments" field is used to communicate information that is visible to the customer. This field is commonly used in Incident Management, Service Requests, and other task-based records.

Key Differences Between Fields:

Additional Comments (✔ Correct Answer) – Used for customer-facing communication.

Work Notes – Used for internal team communication (not visible to the customer).

Caller Note (A) – No such standard field exists.

Customer Notes (B) – Not a standard ServiceNow field.

Description (D) – Holds initial details of the issue but is not used for ongoing communication.

???? Reference: ServiceNow ITSM – Incident Management & Customer Communication

The Configuration Management Database (CMDB) in ServiceNow is a core component of IT Service Management (ITSM), allowing organizations to track Configuration Items (CIs) and their relationships. There are three key tables that form the foundation of the CMDB:

cmdb (Base CMDB Table):

This is the parent table for all Configuration Items (CIs) in the CMDB.

It contains the foundational structure upon which all other CMDB-related tables are built.

It does not store CI records itself but serves as the primary reference table.

cmdb_ci (CI Base Class Table):

This is the base class for all Configuration Items (CIs).

All specific CI classes (such as servers, applications, networks) extend from this table.

It holds general CI attributes that are common across all CI types.

cmdb_rel_ci (CMDB Relationship Table):

This table defines relationships between different Configuration Items.

It stores dependencies and associations between CIs, such as a server hosting an application.

Relationships are critical for impact analysis and dependency mapping.

B. sn_cmdb_bak & E. cmdb_bak:

These tables do not exist in the standard CMDB schema. They may be mistaken for potential backup tables, but they are not official CMDB tables.

D. sn_cmdb & G. sn_cmdb_ci:

Prefix "sn_" generally indicates Scoped Application Tables in ServiceNow.

Standard CMDB tables exist in the global scope without the "sn_" prefix.

"sn_cmdb" and "sn_cmdb_ci" are not key tables in the global CMDB architecture.

Official ServiceNow CSA (Certified System Administrator) Training Documentation

ServiceNow Product Documentation: CMDB Tables and Relationships

ServiceNow CMDB Overview and Best Practices: CMDB Guide

Incorrect Answer Choices Explained:References:

In ServiceNow’s Configuration Management Database (CMDB), three key tables form the foundation for storing and managing Configuration Items (CIs) and their relationships.

cmdb_ci (E) - CI Base Class Table ✅

This is the base class for all Configuration Items (CIs) in the CMDB.

Every CI (e.g., servers, applications, network devices) extends from this table.

Stores general attributes like name, serial number, and asset tag.

cmdb (G) - CMDB Parent Table ✅

This is the parent table for all CMDB-related tables.

It does not store CI records directly but serves as a reference structure.

All CMDB tables, including cmdb_ci, inherit from this table.

cmdb_rel_ci (C) - CMDB Relationship Table ✅

This table stores relationships between different CIs.

Example: A server hosts an application, or a database is dependent on a storage unit.

Helps with impact analysis and dependency mapping.

A. sn_cmdt_bak ❌

No such table in standard ServiceNow CMDB.

B. sh_emdb_ci ❌

Typo or incorrect table name—not part of the ServiceNow CMDB model.

D. cmdb_bak ❌

"bak" suggests a backup table, but there is no standard "cmdb_bak" in ServiceNow.

F. sh_eomdb ❌

Not a recognized CMDB table in ServiceNow.

Official ServiceNow Documentation: CMDB Tables and Relationships

ServiceNow CMDB Best Practices: CMDB Guide

Correct Answers Explanation:Incorrect Answer Choices Explanation:References:

Importing data into ServiceNow involves using Import Sets, which act as temporary staging tables before transferring data to the target table. The correct sequence of steps is as follows:

Load the Data ✅

Upload data from an external source (CSV, Excel, XML, JDBC, or API).

The data is stored in an Import Set table (temporary staging table).

Create Transform Map ✅

A Transform Map defines how data from the Import Set should be mapped to the target table (e.g., incident, cmdb_ci).

Example: Mapping "Full Name" in Import Set → "User Name" in sys_user table.

Transform Data ✅

Executes the Transform Map, moving data from the Import Set into the target table.

Any data conversion rules or business logic (such as field mapping, script processing) are applied.

Clean Up Import Table ✅

After a successful import, the temporary Import Set table can be deleted to free up space.

A. Select source file; Run automap; Transform data; Clean up target table ❌

Automap is optional and does not apply in every scenario.

Cleaning up the target table is incorrect—the cleanup applies to the Import Set table, not the target table.

B. Set up LDAP; Test map; Create update set; Run import; Apply update set ❌

LDAP is for user authentication, not for importing data.

Update Sets are used for moving configurations, not data imports.

C. Identify source; Import transform map; Run transformer; Verify import ❌

"Run transformer" is incorrect—the correct step is "Transform Data".

Importing does not require a verification step; instead, data is reviewed using Transform History.

ServiceNow Documentation: Import Set Process

ServiceNow Developer Guide: Creating Transform Maps

Correct Answer Explanation:Incorrect Answer Choices Explanation:References:

In ServiceNow, you can add additional fields to a form using either:

Form Layout (for quick field additions)

Form Designer (for a drag-and-drop UI approach)

Context Menu > Configure > Form Layout (B) ✅

This allows administrators to add or remove fields in a simple list-based interface.

Used when only minor modifications are needed.

Context Menu > Configure > Form Design (C) ✅

Opens the Form Designer, a drag-and-drop UI editor for configuring forms.

Allows users to rearrange fields, sections, and tabs easily.

A. Context Menu > Form > Layout ❌ (Incorrect)

The correct path is Configure > Form Layout, not "Form > Layout."

D. Right-click on header > Add > Field ❌ (Incorrect)

Right-clicking the form header does not provide an option to add fields directly.

E. Context Menu > Form > Designer ❌ (Incorrect)

The correct option is Configure > Form Design, not "Form > Designer."

F. Right-click on header > Configure > UX Dashboard ❌ (Incorrect)

UX Dashboards are used for analytics and reporting, not form configuration.

Form Layout in ServiceNow:https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/form-administration/task/t_ConfigureFormLayout.html

Form Designer Overview:https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/form-administration/concept/c_FormDesigner.html

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