CSA Exam Dumps - ServiceNow Certified System Administrator Questions and Answers

Applying an Update Set in ServiceNow follows a structured process to ensure that changes are correctly transferred from one instance to another.

Retrieve – The update set is fetched from the remote instance or uploaded manually.

Preview – The system analyzes the update set for potential conflicts or missing dependencies.

Commit – The update set is applied to the target instance, implementing the changes.

Retrieve:

The update set is pulled from a remote instance (such as from a development to a test instance) using the "Retrieve Update Set" option.

Alternatively, an XML file containing the update set can be manually uploaded.

Preview:

Before applying, ServiceNow checks for conflicts or missing dependencies.

It ensures that the update set will not introduce errors or inconsistencies.

If conflicts are detected, they must be resolved before committing.

Commit:

The update set is permanently applied to the instance.

The system integrates the changes into the instance’s configuration and logs the update.

B. Specify, Transform, Apply:

This does not reflect the correct update set process.

"Transform" is a term used in data imports, not update sets.

C. Retrieve, Assess, Apply:

There is no official "Assess" step in the update set process.

The correct term is "Preview" because it checks dependencies and conflicts before committing.

D. Get, Test, Push:

"Push" is not a valid step in applying an update set.

Instead, update sets are retrieved and committed, not "pushed."

E. Pull, Review, Push:

"Push" is not part of the update set application process.

The official process uses "Retrieve," not "Pull."

Steps for Applying an Update Set:Explanation of Each Step:Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:For more details, refer to the official ServiceNow documentation:

Update Set Overview

Applying Update Sets

In ServiceNow, users can self-assign tasks directly from the List View without opening the record. This improves efficiency by allowing users to quickly take ownership of unassigned tasks.

C. Select the record using the check box then select the Assign To Me UI action on the List Header ✅

Users can select one or multiple records using the checkbox and then click the "Assign to Me" action in the list header.

This is useful for bulk assignment when multiple tasks need to be assigned at once.

D. Right-click on the Task number and select the Assign to me option in the menu ✅

Right-clicking on the Task Number opens a context menu with the "Assign to me" option.

This is a quick way to take ownership of a task without opening the record.

A. Select the record using the check box, then select the Person icon ❌

There is no "Person icon" in the List View for task assignment.

B. Double-click on the Assigned to value, type the name of the user, and select the green check ❌

Inline editing (double-clicking) on the Assigned to field only works if the field is editable, but it’s not the preferred way to self-assign a task.

E. Select the Task number, and select the Assign to me UI action on the form ❌

This requires opening the record, while the question specifically asks for list view actions.

ServiceNow Documentation: Assigning Tasks to Yourself

ServiceNow UI Guide: List View Actions

Correct Answers Explanation:Incorrect Answer Choices Explanation:References:

To allow a new employee to work on tasks assigned to the Network and Hardware groups, they must have:

A User Account (sys_user) created in ServiceNow.

Group Membership in both the Network and Hardware groups.

E. Create User Account ✅

Every user needs an account in ServiceNow before they can be assigned work.

C. Add User Account to Network Group ✅

Membership in the Network group allows the user to be assigned Network-related tasks.

F. Add User Account to Hardware Group ✅

Membership in the Hardware group allows the user to work on Hardware-related tasks.

A. Add User Account to itil group ❌

While the itil role grants access to ITSM functions, it does not automatically provide assignment rights to the Network and Hardware groups.

B. Add User Account to ACL ❌

Access Control Lists (ACLs) define permissions, but group membership is required to receive assignments.

D. Add User Account to IT Knowledgebase ❌

The IT Knowledge Base only grants knowledge article access, not task assignments.

In ServiceNow Access Control Rules (ACLs), if an administrator wants to grant access to all rows and all fields of a custom table (e.g., customer table) to specific roles (customer_table_admin and customer_table_user), they should create an ACL rule using the format:

➡️ tablename.*

For the Customer Table, the correct ACL format is:

➡️ customer.*

This rule allows both customer_table_admin and customer_table_user full access to all fields and records in the customer table.

A. customer.all ❌

Incorrect syntax; ServiceNow does not use .all in ACL rules.

C. customer.field ❌

This would apply only to a specific field, not all rows and fields.

D. customer.none ❌

No such ACL naming convention exists in ServiceNow.

To monitor which users are performing impersonations in a ServiceNow instance, administrators can activate the system property glide.sys.log_impersonation. When enabled, this property logs impersonation activities in the system logs, providing full traceability of who is impersonating whom.

Here’s how it works:

By default, impersonation is not logged unless this system property is explicitly activated.

Once enabled, all impersonation activities are recorded in the syslog table (System Log > All), making it easy to track when and by whom impersonations were performed.

This helps in security audits and compliance tracking, ensuring that only authorized users impersonate others in the system.

???? Steps to Enable Logging of Impersonations:

Navigate to System Definition > System Properties.

In the filter navigator, search for glide.sys.log_impersonation.

Set the value to true.

Save the changes.

???? Alternative Verification Methods:

Check logs manually: Navigate to System Logs > All and filter logs by message containing "impersonation".

Audit the impersonation role assignments under System Security > Roles.

???? Reference:

ServiceNow KB Article: KB0717055 – How to Log Impersonations

ServiceNow Docs: Logging and Monitoring in ServiceNow

The security_admin role in ServiceNow is required to make changes to High Security Settings (now part of System Security Settings).

Modify high-security settings in ServiceNow.

Elevate privileges to make changes to sensitive security configurations.

Manage Access Control Lists (ACLs) to define security rules.

Users with the admin role alone cannot modify high-security settings.

The security_admin role requires elevation via the "Elevate Role" option in the user menu.

This ensures that only authorized administrators can modify security-related configurations.

B. sn_ad_admin – No such role exists in ServiceNow.

C. high_sec_admin – This is not a valid ServiceNow role.

D. admin – The admin role alone does not grant access to high-security settings without elevating to security_admin.

ServiceNow Security Admin Role and Elevated Privileges

ServiceNow CSA Training Module: "Managing Security Settings and Access Controls"

What Can the security_admin Role Do?Why Elevation is Required?Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

Understanding Service Catalog Components:

In ServiceNow, the Service Catalog provides a structured way for users to request services.

A Record Producer is a special type of catalog item that creates records in a specific table (e.g., creating an Incident record when submitting a "Get Help" form).

Why "Create Record Producer" is the Correct Answer:

A Record Producer allows users to submit requests using a form that creates records in a specified table (in this case, the Incident table).

The submitted form automatically routes the record to the Service Desk based on assignment rules.

It improves user experience by simplifying the incident creation process.

Why Other Answers Are Incorrect:

B. Create Catalog Item → Catalog Items are used for ordering products or services (e.g., laptop requests) but do not create Incident records.

C. Create Order Guide → Order Guides are used for grouping multiple Catalog Items into a single request, not for creating Incidents.

D. Create Content Item → Content Items provide links or information, but they do not create records in ServiceNow.

Best Practice Solution:

Navigate to Service Catalog → Record Producers and create a new Record Producer for the Incident table.

Set appropriate fields, workflow, and assignment rules to ensure proper routing to the Service Desk.

In ServiceNow, when working with large lists of records, users can quickly filter records based on specific column values using built-in list functionalities.

A. On the list, locate and right-click on the value Hardware, select Show Matching ✅

This is the fastest way to filter a list.

Steps:

Locate a record with the Category = Hardware value.

Right-click on the word "Hardware."

Select "Show Matching" from the context menu.

The list is now filtered to display only records with Category = Hardware.

B. Click Funnel icon, type Hardware, and click enter ❌

The Funnel icon (Filter) is used to create advanced filters, but you cannot directly type "Hardware" into it.

You would need to manually create a filter condition:

Category → is → Hardware

C. On the Category column header, right-click and select Show > Hardware ❌

Incorrect terminology—There is no "Show > Hardware" option.

Instead, you would need to use Show Matching (Answer A).

D. Right-click on magnifier, type Hardware, and click enter ❌

There is no "magnifier" (search icon) method that filters records this way.

E. On Breadcrumb, click > icon, type Hardware, and click enter ❌

Breadcrumbs provide a visual representation of existing filters, but you cannot directly type values into breadcrumbs.

ServiceNow Documentation: Filtering Lists

ServiceNow User Guide: List Context Menu Actions

Correct Answer Explanation:Incorrect Answer Choices Explanation:References:

In ServiceNow Reporting, when modifying a report, users can preview the results without saving by clicking the "Run" button. This executes the report with the current settings and displays the updated results before committing any changes.

C. Run ✅

The "Run" button allows users to execute the report immediately to see updated results.

It helps users verify if filters, conditions, or visualizations are correct before saving the report.

Example: If a user changes the date range on an incident report, clicking "Run" updates the chart without saving the report permanently.

A. Execute ❌

There is no "Execute" button in ServiceNow Reporting.

"Execute" is used in scripting (e.g., Business Rules, Scheduled Jobs), not for reports.

B. Try it ❌

Not a valid option in ServiceNow Reporting.

Possibly confused with "Try It" in Flow Designer or Catalog Items.

D. Test ❌

"Test" is used in Workflows, Business Rules, and Flow Designer, not in reports.

E. Preview ❌

There is no "Preview" button for running reports.

"Preview" is typically used in UI Policies and Forms.

ServiceNow Documentation: Creating and Running Reports

ServiceNow Reporting Guide: Modifying Reports in Report Designer

Correct Answer Explanation:Incorrect Answer Choices Explanation:References:

In ServiceNow Knowledge Management, User Criteria is the best practice method for restricting access to knowledge articles.

Controls Who Can Read or Contribute to a Knowledge Base

Read Access – Determines which users can view articles in a Knowledge Base.

Contribute Access – Determines which users can create, edit, or publish articles.

Can Be Based on Multiple Factors

User Criteria can include or exclude users based on:

Roles

Groups

Departments

Locations

Flexible & Scalable

Instead of manually assigning permissions article-by-article, User Criteria applies rules to the entire Knowledge Base.

This method provides a centralized way to manage permissions for large teams.

Why is "User Criteria" the Correct Answer?

A. Categories❌ Incorrect – Categories organize knowledge articles into groups, but they do not control access.

B. Roles❌ Incorrect – While roles can be used within User Criteria, they alone do not determine access.

User Criteria provides more granular control than just assigning roles.

D. Groups❌ Incorrect – Groups can be included in User Criteria, but groups alone do not directly control knowledge access.

Incorrect Answer Choices Analysis:

ServiceNow Docs – User Criteria for Knowledge Management???? User Criteria Overview

ServiceNow Docs – Managing Knowledge Base Permissions???? How to Configure Knowledge Access

Official ServiceNow Documentation References: