CSA Exam Dumps - ServiceNow Certified System Administrator Questions and Answers

In ServiceNow, a useronlysees modules and records they have permission for, based onroles and group memberships. If an IT user can only seeSelf-Service, it's likely because theylack the required rolesfor IT tasks.

B. His user account does not belong to any groups that contain the ITIL role

TheITIL roleis assigned viauser groups(e.g., "Service Desk," "IT Support").

If the user is not in anITIL role group, theywill notsee IT-related modules.

D. His user account does not have the ITIL role

TheITIL role (itil)is required to accessIncidents, Changes, Tasks, and Service Catalog Management.

Without it, the useronlyseesSelf-Serviceoptions (e.g., requesting services, reporting issues).

A. His user account failed LDAP authentication

If LDAP authentication failed, the userwould not be able to log in at all.

The issue here isrole-based access, not authentication.

C. His user account was not approved by his manager

User approval may be required for account creation, butit does not affect role permissions.

E. His user account is not logged in properly

If the user was not logged in properly, theywould not see any homepage at all.

The issue here islimited access due to missing roles.

Toimport articles into a Knowledge Base (KB)in ServiceNow, a user must have the"sn_knowledge_import"role. This role grants permission tobulk import knowledge articlesfrom sources like spreadsheets, text files, or external databases.

sn_knowledge_import–Required toimportarticles into a KB.

sn_knowledge_contribute–Allows users towrite and edit articlesbutnot importthem.

sn_knowledge_admin– Grantsfull admin controlover KB settings.

A. Can contribute

"Can Contribute" grants permission towrite/editarticles butnot import them.

B. sn_knowledge_contribute

This role only allowscreating and modifyingarticles. It doesnotgrant import access.

D. Can import

No such role or permission exists in ServiceNow.

In ServiceNow,User Criteriais the mechanism used to control and determine user access toknowledge bases (KBs) and knowledge articles. User criteria define which users, groups, or roles canread, write, and contributeto a knowledge base or specific articles within it.

How User Criteria Works:User Criteria are applied at both theknowledge baselevel and theknowledge articlelevel to manage access. They can be configured with specific conditions to allow or restrict access based on:

Users(specific users can be added directly)

Groups(access can be granted to a specific user group)

Roles(users with specific roles can be given access)

Advanced conditions(such as department, company, location, etc.)

A knowledge base can havemultiple user criteria, and a single user criterion can apply to multiple knowledge bases.

Read User Criteria– Determines who can view the knowledge base or an article.

Write User Criteria– Determines who can create, edit, or contribute knowledge articles.

Exclusions– You can exclude users or groups from accessing specific knowledge bases or articles even if they meet other conditions.

A. sn_kb_read, sn_article_read:

These are not standard ServiceNow permissions for controlling knowledge access.

In ServiceNow, permissions are managed through roles and user criteria, not direct ACL names like these.

B. Privacy Settings:

ServiceNow does not use "Privacy Settings" as an access control mechanism for knowledge bases.

Privacy settings might be relevant in other contexts, such asuser profiles or system preferences, but not for knowledge access control.

C. Read Access Flag:

There is no "Read Access Flag" in ServiceNow's knowledge management module.

Access is controlled viaUser Criteria, Roles, and Knowledge Base Settings.

Key Features of User Criteria in Knowledge Management:Why Other Options Are Incorrect?Official ServiceNow Documentation References:For more details, refer to the official ServiceNow documentation:

User Criteria for Knowledge Bases

Managing Knowledge Base Access

Knowledge Management User Criteria

In Visualization Designer, used in the Performance Analytics and Reporting space of ServiceNow, the "Preview" button is used to execute the current visualization setup and show how the filters and conditions apply to your data. This allows the report builder to validate the design without finalizing or publishing it.

Try: Not an available action in Visualization Designer.

Execute: More related to scripting or automation contexts.

Run: Used in reports or scripts but not the specific action in Visualization Designer.

SpokesinServiceNow IntegrationHubare pre-built connectors that allow organizations to integrate with external systemswithout requiring custom scripting. They providelow-code/no-codesolutions, making integrations faster and more scalable.

A. Reduces the need for code

Spokes come withprebuilt actions, reducing the need forcustom scripting.

Example: Instead of writing aREST API scriptto send a message viaSlack, aSlack Spokeprovides anactionfor it.

B. Features scale and control mechanisms

Spokes supportenterprise scalabilitywith built-ingovernance, security, and controlmechanisms.

Example:Rate limitsprevent excessive API calls, ensuring stability inlarge-scaleintegrations.

D. Ensures discoverability and reuse

Spokes allowactionsto bereusedacross different flows and automations.

Thisenhances maintainabilityby ensuring integrations are not duplicated.

C. Free spokes are available in the ServiceNow Store

Whilesomespokes are free,many require a separate license.

IntegrationHub Standard and Enterprisesubscriptions cover most advanced spokes.

E. Automated event management

Event Managementis part ofITOM, notIntegrationHub Spokes.

While spokestrigger actionsbased on events, theydo not manage eventslike ITOM Event Management.

In ServiceNow,impersonating a userallows administrators or authorized users to temporarily assume another user’s identity. This is useful fortroubleshooting, testing permissions, and verifying user experiences.

admin (A)

Users with theadminroleautomaticallyhave impersonation privileges.

Admin userscan impersonate any user in the system.

Example: A system admin impersonates aService Desk Agentto test access restrictions.

impersonator (E)

Theimpersonatorrole allows a user to impersonate otherswithout full admin privileges.

This role is useful forsupport teams or testerswho need to verify user permissions.

Example: A QA tester is given theimpersonatorrole to test different roles in the system.

B. sys_admin

No such role assys_adminin ServiceNow—this is likely amistyped version of "admin".

C. security_admin

security_adminis used forelevating privilegesto modify high-security settings, not for impersonation.

D. sys_user

Thesys_usertablestores user recordsbut isnot a role.

Regular userscannotimpersonate others unless they have theimpersonatororadminrole.

TheCommon Services Data Model (CSDM)is a standardized framework within ServiceNow that provides a shared set of service-related definitions across ServiceNow products and the platform. It ensures consistency inservice reporting, CMDB structure, and configuration strategies, enabling organizations to achieve awell-structured, scalable, and maintainable Configuration Management Database (CMDB).

Why is the Answer A. Common Services Data Model (CSDM)?The statements in the question directly align with the objectives of CSDM:

"A standard and shared set of service-related definitions across ServiceNow products and platform that will enable and support true service level reporting."

CSDM provides a structured framework toalign services, applications, and infrastructurein a way that supports consistent reporting and governance.

It enablesaccurate service reportingby defining standardized relationships between services, applications, and technical components in the CMDB.

"A CMDB framework across our products and platform that will enable and support multiple configuration strategies."

CSDM provides astructured CMDB frameworkthat definesbest practices for data organization and relationships within the CMDB.

It supports multiple configuration strategies, such asapplication-centric, service-centric, and infrastructure-centric approaches.

B. Information Technology Service Management (ITSM):

ITSM refers toprocesses for managing IT services, such as Incident, Problem, Change, and Service Request Management.

While ITSM benefits from CSDM, itdoes not define a structured CMDB frameworklike CSDM does.

C. Configuration Management Database (CMDB):

CMDB is a database that stores configuration items (CIs) and their relationships.

CSDMprovides structure and best practicesfor CMDB but is not the same as CMDB itself.

D. Information Technology Infrastructure Library (ITIL):

ITIL is aset of best practicesfor IT service management.

It provides general guidance onservice management and CMDB usage, butit is not a ServiceNow-specific frameworklike CSDM.

ServiceNow Common Services Data Model (CSDM) Overview:ServiceNow Documentation

CSDM and CMDB Best Practices Guide(ServiceNow Community and Knowledge Base)

CMDB and ServiceNow Data Model Best Practices

Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:CSDM is critical forensuring a structured and governed CMDB, enabling service visibility, and supporting ITSM and ITOM processes effectively.

When creating acustom table in ServiceNow, the platform automatically assigns a table name prefixed with"u_"to differentiatecustomtables fromout-of-the-box (OOB) tables.

The default prefix"u_"is applied to allcustom global tables.

The table name follows the format:"u_" + [custom name].

Example:

If you create a table named"abc", the system assigns it the table name:u_abc.

All custom tables created by usersautomatically receive the "u_" prefix.

Prevents conflicts withServiceNow’s internal tables.

Ensurescustom tables are easy to identify.

Naming Convention for Custom Tables:Why "C. u_abc" is Correct?

A. snc_abc – Incorrect

"snc_" is not used for custom tables; it is reserved forinternal ServiceNow functionality.

B. abc – Incorrect

Custom tablesdo not use raw names; they always include a prefix (u_).

D. sys_abc – Incorrect

"sys_" is reserved forsystem tables(e.g.,sys_user,sys_db_object).

Explanation of Incorrect Options:

ServiceNow Docs: Creating Custom Tables

ServiceNow CSA Study Guide – Table Administration

ServiceNow Product Documentation: Understanding Table Naming Conventions

References from Certified System Administrator (CSA) Documentation:

In ServiceNow,Priorityis achoice field, meaning it has predefined values (e.g., 1 - Critical, 2 - High, etc.). If a customer wants to change the values to displayP1, P2, P3, P4consistently across all tasks, you must modify thechoice list valuesfor the Priority field.

Right-click on the Priority fieldin the Incident form.

Select“Show Choices”from the context menu.

In theChoice List Entriestable, modify theLabelvalues to match the internal terminology (P1, P2, P3, P4).

Ensure that the changes applyto all Task-related tables(such as Incident, Change, and Problem).

The“Show Choices”option displays the choice list for that specific field, allowing modifications to the values displayed in the dropdown.

This ensures consistency across all records using thePriorityfield.

A. Configure Lists:Configures list views,not choice field values.

B. Show Options:Not a valid option in ServiceNow for modifying choice fields.

C. Configure Task:Configures the task table settings,not choice list values.

E. Show Choice List:Not a valid ServiceNow menu option.

F. Configure Options:Not a valid option in ServiceNow for modifying choice fields.

Modifying Choice Lists in ServiceNow:ServiceNow Docs

How to Customize Dropdown Fields in ServiceNow

Steps to Modify the Priority Field Choices:Why is the Correct Answer "Show Choices"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:Using“Show Choices”, administrators can updatechoice valueswhile preserving the existingbackend values, ensuring consistency in workflows and reports.

In ServiceNow, aroleis arecord stored in the sys_user_role tablethat defines a set ofpermissionsfor users. Roles determine what users cansee and dowithin the platform by granting access to applications, modules, and specific functionalities.

Stored in thesys_user_roletable.

Assignpermissionsto users and groups.

Define access toapplications, modules, and records.

Can beinheritedby users throughgroup membership.

Used inAccess Control Rules (ACLs)to restrict or allow access to records.

Key Features of Roles in ServiceNow:Common Roles in ServiceNow:Role Name

Description

admin

Full system access, including configuration and security settings.

itil

Allows access to IT Service Management (ITSM) modules like Incident, Change, and Problem.

catalog_admin

Manages the Service Catalog.

knowledge_manager

Manages the Knowledge Base.

Roles arestored as recordsin thesys_user_roletable.

Each role grantsspecific permissionsto users.

Users can have multiple roles assigned to them.

B. A role is one record in the Role [user_sys_role] table – Incorrect

The correct table name issys_user_role, not "user_sys_role".

C. A role is a persona used in Live Feed Chat – Incorrect

Live Feed is a collaboration tool, butroles are not personas for chat.

D. A role is a set of modules for a particular application – Incorrect

Rolesgrant accessto modules, but they arenotthe modules themselves.

ServiceNow Docs: User Roles & Permissions

ServiceNow CSA Study Guide – Role-Based Access Control

ServiceNow Product Documentation: sys_user_role Table

Why "A. A role is one record in the Role [sys_user_role] table" is the Correct Answer?Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

ABusiness Rulein ServiceNow is aserver-side scriptthat executes when records are inserted, updated, deleted, or queried in a specified table. Business Rules allow automation and customization of workflows by defining logic that runs under specific conditions.

Table (B) –Correct

ABusiness Rulemust be associated with aspecific tablewhere it will execute (e.g., Incident, Change, Task).

This determineswhich recordsthe rule applies to.

Script to Run (E) –Correct

A script must be provided when defining advanced logic in a Business Rule.

Business Rules useserver-side JavaScriptto perform various actions, such as setting field values, enforcing validation, or triggering workflows.

Timing (H) –Correct

The execution timing of a Business Rule determineswhenit runs relative to a database transaction.

Business Rules can run:

Before(before record is saved)

After(after record is saved)

Async(after the transaction completes)

Display(when a form loads)

Condition to Evaluate (I) –Correct

Conditions definewhen the Business Rule should executebased on specific criteria.

Example: A Business Rule might runonly when the priority is set to High.

A. UI Action(Incorrect)

UI Actions (buttons, links, context menus) are separate from Business Rules and are used for UI customization.

C. Fields to update(Incorrect)

While Business Rules can update fields,you do not specify "fields to update" as a required setting. Instead, updates are made via scripts within the rule.

D. Who can run(Incorrect)

Business Rulesalways run on the server-sideand do not require user-specific execution settings.

F. Application Scope(Incorrect)

Although Business Rules belong to an application scope, this isautomatically determinedbased on the current application.

G. Update Set(Incorrect)

Business Rules arecaptured in an Update Set, but this is not a configuration setting while creating the rule.

ServiceNow Business Rules Overview:https://docs.servicenow.com/bundle/utah-application-development/page/script/server-scripting/concept/business-rules.html

Creating Business Rules:https://docs.servicenow.com/en-US/bundle/utah-application-development/page/script/server-scripting/task/t_CreateABusinessRule.html

Key Elements to Specify When Creating a Business Rule:Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:

In ServiceNow,Business Rulesare server-side scripts that executeat specific timesrelative to database operations. The"When" settingdetermineswhenthe Business Rule runs in relation to a record action (Insert, Update, Delete, Query).

Why is Option A Correct?Before

Executesbeforea record is saved to the database.

Used tovalidate data, modify values, or prevent an action(e.g., stopping an invalid update).

After

Executesaftera record is inserted, updated, or deleted.

Commonly used fortriggering notificationsor creating related records.

Async (Asynchronous)

Runsaftera database operation but executes inthe background.

Ideal forlong-running or performance-heavy tasks(e.g., integrating with external systems).

Display

Executesbefore a form loads, allowing modifications to fieldsbefore they are displayedto the user.

Typically used forpre-filling form fieldsbased on user roles or conditions.

Why Are the Other Options Incorrect?B. Prior to, Synchronous, on Update

"Prior to"is not a valid Business Rule execution timing.

"Synchronous"is a general term but isnot a specific execution timing optionin Business Rules.

"on Update"is a database operation,not an execution timing.

C. Insert, Update, Delete, Query

These aredatabase operationsthat trigger Business Rules,not execution timings.

Execution timing determineswhen(before, after, etc.), while these determinewhat triggers it.

D. Before, Synchronous, Scheduled Job, View

"Synchronous"is not a Business Rule timing option.

"Scheduled Job"refers toScheduled Jobs(not Business Rules).

"View"is a UI-related concept,not a Business Rule execution timing.

ServiceNow Business Rules - How They Work

ServiceNow Best Practices - Business Rule Execution Timing

ServiceNow Developer Documentation - Before, After, Async, and Display Business Rules

References to Official Certified System Administrator (CSA) Documentation:

ServiceNow allowsa single Catalog Itemto be published tomultiple service catalogs, avoiding duplication while ensuring accessibility for the right users.

Instead ofcreating duplicate catalog items(which would require managing two separate items with the same functionality), we createone Catalog Itemandpublish it in both catalogs (HR and Facilities).

This approach ensurescentralized managementwhile maintaining accessibility for both departments.

It simplifies updates—any changes to the form or workflow will apply toboth catalogs automatically.

Why is Option B Correct?

Why Are the Other Options Incorrect?A. Create one Catalog Item for HR Event Room Set Up and one for Facilities Event Room Set Up; then publish each to the appropriate Catalog.

Incorrectbecause it createsduplicate catalog itemswith thesame functionality, increasing maintenance effort.

C. Create one Catalog Item for Event Room Set Up; then publish to the Parent Catalog, which is accessible to both HR and Facilities.

Incorrectbecausethere is no "Parent Catalog" conceptin ServiceNow.

ServiceNow allowspublishing a single item to multiple catalogs, but there is no need for aparent catalog.

D. Create one Catalog Item for Event Room Set Up; then use ACLs to control access.

Incorrectbecause ACLsrestrict access at a field, table, or record level, but theydo not control where a Catalog Item appears.

Thecorrect approachis topublish the item to multiple catalogsrather than using ACLs.

ServiceNow Service Catalog Management - Publishing Items to Multiple Catalogs

ServiceNow ITSM - Best Practices for Catalog Item Reusability

ServiceNow CSA Guide - Managing Service Catalogs and Items

References to Official Certified System Administrator (CSA) Documentation:

InServiceNow, theTask [task]table is acore tablethat provides aset of standard fieldsused by multiple tables that extend it, including:

Incident [incident]

Problem [problem]

Change Request [change_request]

Service Request [sc_request]

These tablesinherit fieldsfrom theTasktable, ensuring consistency inassignments, state management, and workflows.

Standard Fields:

Assigned To

Assignment Group

Priority

State

Created By / Updated By

Short Description / Description

Extensibility:

TheIncident, Problem, and Change tablesallextendthe Task table, inheriting its fields.

Developers canadd additional fieldswhile keeping core task properties intact.

TheTask table is the primary tablefor work-related records in ServiceNow.

Itstandardizes fieldsacross multiple ITSM modules.

B. Assignment [assignment]→Incorrect

There isno standard "Assignment" tablein ServiceNow.

Assignments are managed through theTask tablevia theAssigned To and Assignment Group fields.

C. Service [service]→Incorrect

There isno generic "Service" tablethat acts as a core table for ITSM processes.

Service-related items are stored in different tables, such ascmdb_ci_service(for service records).

D. Workflow [workflow]→Incorrect

TheWorkflow tableis used for managing automated workflows anddoes not store task-related records.

Key Features of the Task Table:Why is "A. Task [task]" the Correct Answer?Why the Other Options Are Incorrect?

ServiceNow Docs: Task Table Overviewhttps://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/incident-management/concept/task-table.html

References from Certified System Administrator (CSA) Documentation:This confirms thatthe Task table is the core table that extends to Incident, Problem, and other related tables.