CSA Exam Dumps - ServiceNow Certified System Administrator Questions and Answers

When importing data into ServiceNow via an Import Set, the system determines whether to update existing records or create new ones based on the Coalesce field setting.

If no Coalesce Field is defined, ServiceNow treats every imported row as a new record.

The import process does not check for existing records, meaning no records in the target table are updated.

This can result in duplicate entries if the imported data includes records that already exist in the target table.

A Coalesce Field is used to match incoming data to existing records.

If a matching record is found, it is updated instead of inserting a new one.

If no matching record is found, a new record is created.

Behavior When No Coalesce Field is Specified:How Coalescing Works:Incorrect Answers Explanation:A. All rows are rejected from the import, as coalesce field is required ❌

This is incorrect because the import does not require a coalesce field to proceed. The system will still import all rows.C. Duplicate rows are rejected from the import ❌

Without a coalesce field, duplicates are not rejected. Instead, every row is inserted as a new record, even if it already exists in the target table.D. All rows are treated as new records, but errors will be flagged in the import log ❌

Errors are only flagged in cases of data mismatches, validation failures, or incorrect mappings, not just because coalescing is missing.

ServiceNow Documentation → "Importing Data - Coalescing Best Practices"

ServiceNow Import Set Documentation → "Understanding Import Set Behavior Without Coalescing"

References from Certified System Administrator (CSA) Documentation:

In ServiceNow, UI Actions are customizable elements that enhance user interaction with forms, lists, and other UI components. When applied to forms, UI Actions allow users to trigger workflows, scripts, or system operations efficiently.

A. Form Context Menu ✅

The Form Context Menu (accessible by right-clicking on a form header or field) contains UI Actions such as:

Save, Insert, Insert and Stay, Configure Form Layout, etc.

Admins can customize this menu to include additional actions.

C. Form Buttons ✅

Buttons appear at the top or bottom of a form, allowing users to take specific actions.

Examples include:

Submit, Update, Resolve, Approve, Reject

These actions can be customized using UI Action scripting.

D. Form Links ✅

Form Links appear as clickable links at the bottom of a form.

Example:

“Show Related Incidents” link on an incident form.

These links allow users to navigate quickly between related records.

B. Form View ❌

Form View is a layout configuration that determines how fields appear but is not a UI Action.

UI Actions trigger actions, while Form Views define appearance.

E. Form Columns ❌

Form Columns refer to the arrangement of fields within a form.

Columns help with form design but do not serve as UI Actions.

Official ServiceNow Documentation: UI Actions

ServiceNow Developer Documentation: Creating and Customizing UI Actions

Correct Answers Explanation:Incorrect Answer Choices Explanation:References:

An Order Guide in ServiceNow is used to group multiple catalog items together so that users can request all necessary items in one streamlined process.

The Employee Onboarding team needs a way for managers to order multiple items (computers, monitors, business cards, cell phones) for new employees.

An Order Guide allows managers to request all necessary items in a single request, instead of ordering them one by one.

The guide can also use rules and conditions to determine which items should be included based on user input (e.g., different job roles might require different devices).

A. Create Record Producer – Record Producers are used to capture information and create records (e.g., Incidents, Requests) but do not group multiple catalog items together like an Order Guide does.

C. Create Requested Item – A Requested Item (sc_req_item) is created when a request is submitted, but it is not the starting point for fulfilling this requirement.

D. Create Onboarding Bot – No such feature exists in ServiceNow; onboarding is typically handled via Order Guides and HR Case Management.

ServiceNow Order Guides Documentation

ServiceNow CSA Training Module: "Service Catalog: Order Guides and Catalog Items"

Why an Order Guide is the Best Choice for This Scenario?Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

The Dependency View graphically represents Configuration Items (CIs) and their relationships in ServiceNow’s Configuration Management Database (CMDB). It provides an interactive visualization of dependencies and relationships between infrastructure components, helping administrators understand system architecture.

Displays CI relationships in an interactive graphical format.

Helps identify upstream and downstream dependencies (e.g., how a failed server affects dependent applications).

Can be accessed via the Configuration Item (CI) form under the Related Links section.

Used in Impact Analysis for Change Management and Incident Management.

A. Schema Map – Used to visualize table relationships, not CI dependencies.

C. Dependency Map – Not a ServiceNow term; the correct term is Dependency View.

D. Database View – Used to create virtual tables combining data from multiple tables but does not display CI dependencies graphically.

In ServiceNow Service Catalog, approvals for catalog item requests are handled through workflows. Since the approval policy is based on the total cost of a request, it is managed within the Service Catalog Request workflow.

C. Service Catalog Request ✅

This workflow handles approvals for catalog item requests, including purchase approvals.

Since the policy change involves adjusting an approval threshold, this workflow needs to be updated.

The approval logic is likely configured in a conditional activity (if total cost > $3,100, require approval), which must be modified to $3,150.

A. Services Approval Processing ❌

Not a standard ServiceNow workflow for managing purchase approvals.

Service approvals are typically handled within the Service Catalog Request workflow.

B. 6 Services Catalog Item Request ❌

Likely a custom workflow, but not a default ServiceNow workflow for purchase approvals.

D. Purchasing Process Flow ❌

There is no default "Purchasing Process Flow" in ServiceNow.

The approval workflow for purchases is managed within Service Catalog Request workflows.

ServiceNow Documentation: Service Catalog Workflows

ServiceNow Developer Guide: Modifying Approval Conditions in Workflows

Correct Answer Explanation:Incorrect Answer Choices Explanation:References:

In Table Builder, only users with appropriate permissions can modify form layouts.

✔ The admin role (Option C) has full access to configure forms, tables, and relationships.✔ The personalize_form role (Option A) allows users to configure form layouts, but not table structures.

Option B (app_engine_admin) is incorrect because this role is used for managing custom applications, not form layouts.

Option D (read_only_user) is incorrect because it does not grant any configuration permissions.

Option E (support_specialist) is incorrect because it is typically for support personnel who handle incidents and cases, not form design.

???? Reference: ServiceNow Platform Administration – Roles & Permissions

When an item is ordered from the Service Catalog, two main records are created in ServiceNow:

sc_req_item (Requested Item - RITM) ✅

Represents each individual item in the order.

Tracks the approval process, fulfillment, and delivery for that specific item.

sc_task (Service Catalog Task - SCTASK) ✅

Used to assign work to different fulfillment teams (e.g., IT, HR).

A single sc_req_item may generate multiple sc_task records.

A user orders a MacBook Pro from the Service Catalog.

A Request (REQ#) is created.

A Requested Item (RITM#) is generated to track the MacBook order.

One or more Service Catalog Tasks (SCTASK#) are created for fulfillment (e.g., Procurement, Shipping).

C. A change record ❌

Change records (chg_request) are created only if the catalog item is linked to Change Management, which is not always the case.

D. An Incident record ❌

Incidents (incident) are created for issues or break/fix cases, not for service requests.

E. A problem record ❌

Problem records (problem) are used for root cause analysis, not service catalog requests.

Performance Analytics (PA) in ServiceNow allows users to create dashboards with widgets that visualize trends over time to monitor and improve processes.

Key Features of Performance Analytics:✔ Data Visualization: Users can track KPIs, measure performance trends, and create meaningful insights.✔ Dashboards & Widgets: Custom dashboards with interactive widgets display real-time analytics.✔ Historical & Trend Analysis: Unlike standard reports, PA analyzes trends over time, helping organizations improve their services.✔ Predictive Insights: Uses historical data to identify patterns and drive informed decisions.

A. Analytics Reports ❌

No such feature exists in ServiceNow under this name. The correct term is Performance Analytics.

C. Scheduled Reports ❌

Scheduled reports allow users to automate report delivery, but they do not provide interactive dashboards or trend analysis.

D. Reporting ❌

Standard Reporting provides snapshot views of data but does not support trend analysis over time like Performance Analytics.

When an administrator sets a policy (such as Data Policies) that applies to all data entered into ServiceNow, it runs on the server-side.

Why Data Policies Run on the Server?✅ Data Policies apply to all data sources:

UI forms

Import Sets

Web Services (APIs, integrations)

✅ Enforces field validation at the database level

Ensures data consistency across all entry points.

Reduces client-side dependency for validation.

✅ Applies uniformly regardless of how the data is entered

Unlike UI Policies (which only work on forms), Data Policies ensure field rules are enforced everywhere.

A. Network → ❌ Incorrect

Policies are not enforced at the network level.

They operate within the ServiceNow application.

C. Client → ❌ Incorrect

Client-side scripts (like UI Policies or Client Scripts) only enforce validation within the browser.

Data Policies run at the server level, ensuring broader enforcement.

D. Browser → ❌ Incorrect

While UI Policies and Client Scripts run in the browser, Data Policies are applied on the server.

Why Other Options Are Incorrect?

Key Differences Between Client and Server Processing:Validation Type

Runs On

Applies To

Purpose

Data Policies

Server

UI, Import Sets, Web Services

Ensures global data consistency

UI Policies

Client (Browser)

Forms (User Interface)

Controls form behavior dynamically

Client Scripts

Client (Browser)

Forms, Fields

Runs JavaScript in the user's browser

Business Rules

Server

Database Transactions

Executes logic when records are inserted, updated, or deleted

Data Policies in ServiceNow

UI Policies vs. Data Policies

Official ServiceNow Documentation Reference:

The Form Designer in ServiceNow allows administrators to create, edit, and configure forms to control how records are displayed and interacted with in the system. It consists of three key components:

Page Header – This section contains controls such as "Save," "Undo," and "Redo." It allows users to manage their changes while designing forms. The Page Header also displays the name of the form being edited.

Field Navigator – This panel provides a categorized list of available fields that can be dragged and dropped onto the form layout. The fields are divided into different sections, such as "Available Fields" and "Existing Fields," helping users to manage the form's data structure effectively.

Form Layout – This is the central workspace where users design the form by arranging fields. Users can add new fields, move existing ones, and configure their properties. The layout determines how the form appears to end-users.

ServiceNow Product Documentation – Form Designer

ServiceNow CSA Training Module: "Configuring Forms and Fields"

"ServiceNow System Administration Guide – Form Customization Best Practices"

References from Certified System Administrator (CSA) Official Documentation:Would you like me to verify and format more questions in the same manner?