CSA Exam Dumps - ServiceNow Certified System Administrator Questions and Answers

When creating a custom table in ServiceNow, the platform automatically assigns a table name prefixed with "u_" to differentiate custom tables from out-of-the-box (OOB) tables.

The default prefix "u_" is applied to all custom 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 users automatically receive the "u_" prefix.

Prevents conflicts with ServiceNow’s internal tables.

Ensures custom 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 for internal ServiceNow functionality.

B. abc – Incorrect

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

D. sys_abc – Incorrect

"sys_" is reserved for system 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, every record in a table has a unique 32-character identifier called sys_id. This ID uniquely identifies a record and is stored in the sys_id field for every table.

sys_id is a globally unique identifier assigned to every record in ServiceNow.

It is a 32-character hexadecimal string, ensuring uniqueness across instances.

It remains constant for a record, even if other fields in the record are modified.

sys_id is used in API calls, reference fields, and update sets to track records across environments.

A. sn_rec_id: ❌ No such field in ServiceNow.

B. rec_id: ❌ Not a valid field in ServiceNow.

C. u_id: ❌ Not a standard ServiceNow field. Custom fields may use "u_" prefix but u_id is not a system field.

E. sn_gu_id: ❌ No such field in ServiceNow.

F. sn_sys_id: ❌ No such standard field in ServiceNow.

G. id: ❌ Generic term, but not a standard field in ServiceNow.

ServiceNow Data Model and sys_id Explained: ServiceNow Docs

sys_id Best Practices for Data Management

Why is the Correct Answer "sys_id"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:The sys_id is crucial for tracking and managing records efficiently in ServiceNow and plays a key role in integrations, workflows, and automation.

Knowledge Management (KM) in ServiceNow is the process that enables users to create, categorize, review, approve, and browse important information in a centralized repository that is shared across the organization.

Key Features of Knowledge Management:✅ Centralized knowledge base for storing important information.✅ Categorization and tagging for easy search and retrieval.✅ Approval workflows to ensure content accuracy.✅ Role-based access control (User Criteria) for managing visibility.✅ Integration with Self-Service and Service Catalog for user assistance.

Example Use Case:A company’s IT support team documents solutions to common IT issues. Employees can search the Knowledge Base for solutions before opening a ticket, reducing the number of support requests.

A. Self-Service Management → ❌ Incorrect

Self-Service allows users to submit requests and incidents but does not manage knowledge articles systematically.

C. Knowledge-Centered Management → ❌ Incorrect

No such term as "Knowledge-Centered Management" in ServiceNow.

The correct industry term is Knowledge-Centered Service (KCS), but ServiceNow uses Knowledge Management (KM).

D. Information Portal Management → ❌ Incorrect

No such concept in ServiceNow; portals provide UI access but do not manage structured knowledge bases.

E. Business Information Management → ❌ Incorrect

Business Information Management (BIM) focuses on business data strategy, not knowledge sharing.

Why Other Options Are Incorrect?

Knowledge Management Overview

Creating and Managing Knowledge Articles

Official ServiceNow Documentation Reference:

Access Control Rules (ACLs) in ServiceNow define security rules that control user permissions for viewing, creating, updating, and deleting records in the system. These rules ensure that users can only see and interact with the data they are authorized to access.

D. Access Control Rules ✅

ACLs define security restrictions at the field, table, and record level.

These rules use conditions, scripts, and role-based permissions to enforce security.

Example: A user with the itil role may view incidents, but only users with the admin role can delete them.

A. Role Assignment Rules ❌

ServiceNow assigns roles to users, but roles alone do not define security rules.

ACLs control what users can do, while roles only grant potential access.

B. CRUD Rules ❌

CRUD (Create, Read, Update, Delete) defines permission types, but not security rules.

ACLs enforce CRUD operations based on roles and conditions.

C. Scripted User Rules ❌

No such term as "Scripted User Rules" in ServiceNow security.

Possibly confused with Scripted ACLs, which are part of Access Control Rules.

E. User Authentication Rules ❌

Authentication rules control user login mechanisms (LDAP, SSO, OAuth) but do not define access to data.

ACLs manage data security, while authentication ensures users are who they claim to be.

ServiceNow Documentation: Access Control Rules Overview

ServiceNow Developer Guide: Creating and Managing ACLs

Correct Answer Explanation:Incorrect Answer Choices Explanation:References:

The Catalog Admin [catalog_admin] role:

Inherits permissions from both:✅ catalog role (Basic Service Catalog access)✅ user_criteria_admin role (User Criteria management)

Has additional permissions to:✅ Create and manage Catalog Items and Services✅ Configure Catalog Categories, Order Guides, and Variables

A. Item Admin [sn_item_admin] → ❌ Incorrect

This role does not inherit user_criteria_admin permissions.

It is specific to managing Catalog Items but does not have full Catalog Admin permissions.

B. Sys Admin [sys_admin] → ❌ Incorrect

The sys_admin role has full system access but is not Service Catalog-specific.

D. Catalog Author [sn_catalog_write] → ❌ Incorrect

The Catalog Author role can edit catalog items but cannot create new ones.

Why the Other Options Are Incorrect?

ServiceNow Catalog Roles

Official ServiceNow Documentation Reference:

In ServiceNow, the Activity section on a task record provides a real-time log of all recent updates, including field changes, comments, and system-generated events.

Displays a chronological history of changes made to a record.

Includes Work Notes, Additional Comments, and Field Changes.

Shows who made the change and when it occurred.

Can be filtered to show only specific types of updates (e.g., comments, field changes).

A. Timeline → ❌ Incorrect

There is no standard "Timeline" section on a task record.

Visual Task Boards (VTBs) have timelines, but task records use Activity.

B. Journal → ❌ Incorrect

ServiceNow does not have a "Journal" section for task records.

Journal fields (e.g., "Additional Comments" and "Work Notes") store specific updates, but Activity provides the full record history.

C. Audit Log → ❌ Incorrect

The Audit Log (sys_audit table) tracks changes but is not displayed directly on task records.

Admins need to manually query the Audit Log for historical changes.

Activity Stream Overview

Understanding Journal Fields

Key Features of the Activity Section:Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:

In a ServiceNow list view, each row represents a single record from the table being viewed.

For example:

In the Incident table (incident), each row represents one Incident record.

In the User table (sys_user), each row represents one User record.

Each row = A single record

Each column = A field from the record

A. A filter ❌

Filters are used to narrow down results but do not define what each row represents.

C. A table ❌

The table contains multiple records, but each row only represents one record.

D. A field ❌

Fields represent individual attributes of a record (e.g., "Priority" or "Category"), but a row contains multiple fields that make up a record.

The Dependency View provides a visual representation of the relationships between configuration items (CIs) in ServiceNow. It allows you to see how CIs are connected and how changes to one CI may impact others.

References:

ServiceNow Product Documentation: Configuration item relationships in the CMDB - https://docs.servicenow.com/bundle/vancouve r-servicenow-platform/page/product/configuration-management/concept/c_CIRelationships.html

ServiceNow Community: How to display dependencies for CIs in the Dependency View - https://www.servicenow.com/community/service-management-forum/load-a-specific-dependency-view-map/m-p/410421

✔ Access Control Lists (ACLs) in ServiceNow define who can read, write, create, or delete records in the system. ACLs apply to tables, fields, and UI elements.

Option A (Role Assignment Rules) is incorrect because roles grant access but do not define granular security controls.

Option B (Scripted User Rules) is incorrect because there is no such feature in ServiceNow.

Option C (CRUD Rules) is incorrect because CRUD (Create, Read, Update, Delete) permissions are enforced through ACLs.

Option D (User Authentication Rules) is incorrect because authentication rules control login access, not data access.

???? Reference: ServiceNow Security & Access Control – ACLs & Security Rules

In ServiceNow, the Favorites feature allows users to quickly access frequently used modules, applications, or records. Users can customize Favorites by changing the icon and color.

To edit a favorite, you need to:

Open the Application Navigator.

Locate your Favorites list.

Click the Pencil (✏) icon next to the favorite you want to edit.

Choose a new icon and color.

Save the changes.

A. Star ❌

The Star icon is used to add or remove a favorite but not for editing.

B. Triangle ❌

No Triangle icon is used for Favorites customization.

D. Clock ❌

The Clock icon represents recently viewed items, not Favorite customization.