CSA Exam Dumps - ServiceNow Certified System Administrator Questions and Answers

A Transform Map in ServiceNow is a tool used to define relationships between fields in an import set table and fields in a target table. It helps map incoming data to the appropriate fields within the ServiceNow database when importing data from external sources.

Data is loaded into an Import Set Table.

A Transform Map is created to define how fields from the import set correspond to fields in the target table.

The Transformation Process is executed, applying the mapping rules.

The data is stored in the Target Table with any specified transformations applied.

Supports field mapping, scripted transformations, and coalesce fields (for avoiding duplicate records).

Allows for data cleansing and standardization during the transformation process.

Can be reused for multiple data imports.

A. Transform Schema → No such concept exists in ServiceNow.

B. Schema Map → Provides a visual representation of table relationships but does not define field mappings for imports.

C. Dictionary Map → Used for mapping between dictionary definitions, not for transforming import set data.

E. Field Transformer → Not a ServiceNow tool.

F. Import Designer → No such module in ServiceNow.

In ServiceNow, Business Rules are server-side scripts that execute at specific times relative to database operations. The "When" setting determines when the Business Rule runs in relation to a record action (Insert, Update, Delete, Query).

Why is Option A Correct?✅ Before

Executes before a record is saved to the database.

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

✅ After

Executes after a record is inserted, updated, or deleted.

Commonly used for triggering notifications or creating related records.

✅ Async (Asynchronous)

Runs after a database operation but executes in the background.

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

✅ Display

Executes before a form loads, allowing modifications to fields before they are displayed to the user.

Typically used for pre-filling form fields based 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 is not a specific execution timing option in Business Rules.

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

❌ C. Insert, Update, Delete, Query

These are database operations that trigger Business Rules, not execution timings.

Execution timing determines when (before, after, etc.), while these determine what triggers it.

❌ D. Before, Synchronous, Scheduled Job, View

"Synchronous" is not a Business Rule timing option.

"Scheduled Job" refers to Scheduled 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:

In ServiceNow, a Template is a tool used to pre-fill commonly used fields in a form, saving time and ensuring consistency in data entry.

A Template is a predefined set of field values that can be applied to a form to automatically populate fields.

Users can create and apply templates to speed up form completion and reduce errors.

Templates are especially useful for standardized requests, such as incident logging, change requests, or task assignments.

Create a Template:

Navigate to System UI → Templates.

Define the fields and their default values.

Assign the template to a specific table (e.g., incident, change_request).

Apply a Template to a Form:

When filling out a form, users can select a template from the Template Bar.

The template automatically populates the pre-configured fields.

Example Use Case:

Scenario: A Service Desk agent frequently logs incidents for password resets.

Solution: A "Password Reset" template can be created with:

Short Description: "Password reset request"

Category: "Access"

Assignment Group: "IT Support"

When an agent applies this template, these fields are automatically populated, saving time.

What is a Template in ServiceNow?How to Use a Template?

Why Option A (Template) is Correct?✅ Templates are the official ServiceNow tool for pre-filling commonly used fields in a form.

Why Other Options Are Incorrect?❌ B. Reference Qualifier → Incorrect

Reference Qualifiers control which values appear in a reference field (e.g., filtering available users in the Assigned To field).

They do not populate fields automatically.

❌ C. Formatter → Incorrect

A Formatter is a UI component that displays additional information (e.g., an Activity Formatter shows an activity log).

It does not populate form fields.

❌ D. Assignment Rule → Incorrect

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

They do not populate multiple fields in a form.

ServiceNow Docs – Creating and Using Templateshttps://docs.servicenow.com

ServiceNow Learning – Templates and Data Population

ServiceNow Best Practices – Using Templates for Efficiency

References from Certified System Administrator (CSA) Documentation:

In ServiceNow, the Submit button appears when creating a new record, but it is not visible when editing an existing record. Instead, when editing an existing record, the Update button is used.

Creating a New Record:

When a user opens a form to create a new record, the Submit button appears.

Clicking Submit saves the record and closes the form.

Example: When creating a new Incident, Change Request, or User record, the Submit button is visible.

Editing an Existing Record:

When a user opens an existing record, the Update button replaces the Submit button.

Clicking Update saves the changes but does not create a new record.

Example: Editing an existing Incident record does not show a Submit button, only Update.

Changing a Reference Field in an Existing Record:

Updating a reference field (like Assigned To or Caller) in an existing record does not trigger a Submit button—only Update is available.

Saving an Old Record:

The Save button may be available when a user makes changes but does not want to exit the form.

When Does the Submit Button Appear?When Does the Submit Button NOT Appear?Why Option B (When Creating a New Record) is Correct?✅ The Submit button appears only when a new record is being created.

Why Other Options Are Incorrect?❌ A. When saving an old record → Incorrect

The Save button appears when modifying an existing record but does not replace Submit.

❌ C. When changing the reference field in an existing record → Incorrect

Editing a reference field does not make the Submit button appear. Only Update is available.

❌ D. When updating an existing record → Incorrect

The Update button appears instead of Submit when modifying an existing record.

ServiceNow Docs – Forms and Form Buttonshttps://docs.servicenow.com

ServiceNow Learning – Creating and Editing Records

ServiceNow Developer Portal – Understanding Form Actions (Submit vs. Update)

References from Certified System Administrator (CSA) Documentation:

In ServiceNow (and databases in general), data is stored in tables, which consist of:

Columns (Fields): Represent individual data attributes (e.g., Name, Email, Status).

Rows (Records): Represent individual entries in the table (e.g., a specific Incident or User).

Key Concepts:Table

Columns (Fields)

Rows (Records)

Incident

Number, Caller, Priority, Description

Each unique incident entry

User

Name, Email, Role, Department

Each individual user record

A column represents a single field (data attribute), such as "Priority" or "Short Description."

A row represents a record (entry in the table), such as an individual incident or user.

A. A column is a field in the database and a record is one user → ❌ Incorrect

Records are not limited to users; a record could be an Incident, Change, or any other entry.

C. A column is one field and a record is one column → ❌ Incorrect

A record is not a single column; a record consists of multiple fields (columns).

D. A column contains data from one user and a record is one set of fields → ❌ Incorrect

Columns contain data for all users/records, not just one user.

A record is one row, not just a set of fields.

Why is "B. A column is one field and a record is one row" the Correct Answer?Why the Other Options Are Incorrect?

ServiceNow Docs: Understanding Tables and Fieldshttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/metadata/concept/c_TablesAndFields.html

References from Certified System Administrator (CSA) Documentation:

The correct answer is "Flows", which refers to Flow Designer in ServiceNow.

Flow Designer is a no-code/low-code automation tool that allows users to automate business logic for a specific application or process, such as:

Approvals

Task creation

Notifications

Record operations (such as updating or deleting records)

A Flow is a sequence of automated actions that are triggered by specific events.

It is part of Flow Designer, which is the modern alternative to the legacy Workflow Engine.

It provides trigger-based execution, meaning it can run when a record is created, updated, or upon a specific condition.

B. Action Sequences ❌ (Incorrect)

No such term exists in ServiceNow.

C. Action Sets ❌ (Incorrect)

No such feature exists in ServiceNow.

D. Task Flows ❌ (Incorrect)

This is not a term used in ServiceNow automation.

E. Flow Diagrams ❌ (Incorrect)

While Flow Designer visually represents flows, there is no feature named "Flow Diagrams" in ServiceNow.

Flow Designer Overview:https://docs.servicenow.com/bundle/utah-automation/page/administer/flow-designer/concept/flow-designer.html

How to Create and Use Flows:https://docs.servicenow.com/en-US/bundle/utah-automation/page/administer/flow-designer/task/t_CreateFlow.html

Why "Flows" is the Correct Answer:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:

The Application Integration and Plugin Delivery (A1PD) SpokeBatch Install plugin in ServiceNow allows users to install multiple applications, customizations, and plugins at once.

Batch Installation

Enables administrators to install multiple applications or plugins simultaneously, reducing manual effort.

Automated Delivery

Facilitates automated deployment of related applications and customizations.

Improved Instance Management

Ensures consistent configurations across multiple instances (e.g., Dev → Test → Prod).

B. Continuous Integration and Continuous Delivery (CICD) SpokeBatch Install ❌

Incorrect: CICD is used for version control and automated deployments, not plugin installation.

C. Multiple Integration and Process Delivery (MIPD) SpokeBatch Install ❌

Incorrect: No such ServiceNow plugin exists.

D. Quick Integration and Multiple Delivery (QIMD) SpokeBatch Install ❌

Incorrect: No such ServiceNow feature exists.

Key Features of A1PD SpokeBatch Install:Why Other Options Are Incorrect?

A1PD Plugin Overview

ServiceNow Plugin Installation

Application Integration Best Practices

Managing Installed Applications

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

In ServiceNow Flow Designer, an Application-based trigger is used to initiate a flow based on events from a specific application. Before using an application-based trigger, you must ensure that the necessary application spoke and any required plug-ins are activated.

Application Spokes:

Spokes are pre-built integration modules that allow Flow Designer to interact with different applications within ServiceNow.

Each application that provides triggers typically has its own spoke.

Plug-ins:

Some application spokes rely on additional plug-ins for full functionality.

These plug-ins must be enabled before the application-based triggers can be used.

A. Activate application trigger spoke → Incorrect

There is no generic "Application Trigger Spoke." Instead, each application has its own spoke that must be enabled.

B. Activate trigger security rules → Incorrect

Security rules govern access to triggers, but they do not enable the functionality of application-based triggers.

D. Assign Application trigger role [sn_app_trigger_write] to SME → Incorrect

Roles like sn_app_trigger_write may provide permissions but do not activate the trigger itself.

E. Activate application plugins only → Incorrect

While plug-ins may be necessary, you also need to activate the corresponding spoke.

In ServiceNow, a group is a collection of users who share common responsibilities, such as handling incidents, approvals, or service requests.

Groups are stored in the sys_user_group table ✅

Each group is a record in the sys_user_group table, which manages user access and permissions.

Example: The "Service Desk" group (sys_user_group record) may contain multiple IT support users.

Groups are used for role assignments ✅

Instead of assigning roles directly to users, roles are assigned to groups for easier access management.

Groups can be used for approvals and task assignments ✅

Groups are often assigned to handle approval workflows, incident resolution, and change management tasks.

A. A group is one record stored in the Group Type [sys_user_group_type] table ❌ (Incorrect)

The sys_user_group_type table is used for categorizing groups, not storing actual group records.

C. A group defines a set of users that share the same location ❌ (Incorrect)

Incorrect: Groups are not location-based; they are used for task assignments, approvals, and permissions.

D. A group defines a set of users that share the same job title ❌ (Incorrect)

Incorrect: Users with the same job title may belong to different groups based on their responsibilities.

Key Details About Groups in ServiceNow:Why Other Options Are Incorrect?

Groups in ServiceNow

Managing User Groups

User and Group Management

ServiceNow User and Group Administration

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