CSA Exam Dumps - ServiceNow Certified System Administrator Questions and Answers

✔ UI Policies are the best way to implement dynamic form behavior such as making fields mandatory, hiding/showing fields, and setting values based on conditions.

Making "Resolution Code" mandatory when "State" is changed to "Resolved"

This requires a UI Policy that:

Condition: State = Resolved

Action: Set "Resolution Code" field to Mandatory = True

Hiding the "Major Incident" checkbox unless the logged-in user has the "Major Incident Manager" role

This requires another UI Policy that:

Condition: User does NOT have the role major_incident_manager

Action: Hide the field

Option A (Dictionary Design) ❌

The dictionary defines the structure of fields but does not control dynamic form behavior like field visibility or conditions.

Option B (Field Limiter) ❌

There is no such feature called "Field Limiter" in ServiceNow.

Option D (UI Design) ❌

"UI Design" is not a recognized concept in ServiceNow. UI Policies are used for form behavior changes.

Option E (Form Constraint) ❌

There is no "Form Constraint" feature in ServiceNow; ACLs and UI Policies control field behavior instead.

To filter a long list of records and find those where Short Description contains "email", the best practice is to use the column search feature:

Click the List Magnifier (????) to open the column search options.

In the "Short Description" column search box, type:

Steps to Filter a List by "email" in Short Description:email

Press Enter to apply the filter.

This method automatically applies a "contains" filter, meaning it will show any records where "email" appears anywhere in the Short Description field.

A. Click List Magnifier to expand column search, on Short Description, type %email, click enter → ❌ Incorrect

% (percent sign) is not a valid wildcard in ServiceNow's list filters.

C. On Search box, select text, type email, click enter → ❌ Incorrect

The global search box searches across multiple tables, not just the Short Description field.

D. Click List Magnifier to expand column search, on Short Description type 'email, click enter → ❌ Incorrect

Single quotes ('email') are not required in column searches.

Why Other Options Are Incorrect?

Using List Filters in ServiceNow

ServiceNow Search Operators

Official ServiceNow Documentation Reference:

Importing spreadsheet data into a ServiceNow table follows a structured process that ensures data is accurately mapped and transformed before being added to the target table. The correct process consists of three main steps:

Navigate to System Import Sets > Load Data.

Upload the spreadsheet (CSV, Excel, etc.) or connect to an external data source.

The system creates an Import Set Table to temporarily store the imported data.

A Transform Map is created to define how fields from the Import Set map to fields in the target table (e.g., incident, cmdb_ci).

Field mappings can be manually configured or auto-mapped if field names match.

Coalesce fields are defined to prevent duplicate records by identifying unique keys.

The Transform Map is executed, transferring data from the Import Set to the final target table.

Any transformation scripts (such as data conversions) are applied during this process.

The imported data is now available in the production table.

1. Load Data (Import Set Creation)2. Create Transform Map (Mapping Fields to Target Table)3. Run Transform (Apply Data to the Target Table)

B. Select Import Set, Select Transform Map, Run Transform

You must first load data before selecting an Import Set. Import Sets are created after data is loaded into the system.

C. Select Data Source, Schedule Transform

While Data Sources define where data comes from, they do not load data directly. Scheduling transformations is optional, but it's not the primary step-by-step method for importing data.

D. Define Data Source, Select Transform Map, Run Transform

Defining a Data Source is part of setting up external integrations, but it is not required for a basic spreadsheet import.

Why Other Answers Are Incorrect:

ServiceNow Data Import and Transform Maps

ServiceNow CSA Training Module: "Importing Data and Managing Import Sets"

References from Certified System Administrator (CSA) Official Documentation:

In ServiceNow, users can customize their list views by rearranging, adding, or removing columns. This is done through the List Layout Configuration.

B. Right-click on any column header. Context Menu > Configure > List Layout ✅

The quickest way to modify columns in a list view.

Steps:

Right-click on any column header in the list.

Select Configure > List Layout from the context menu.

Add, remove, or rearrange columns as needed.

Click Save.

A. Click Personalize List ❌

Incorrect terminology—there is no "Personalize List" option for configuring list columns.

"Personalize" is used for setting personal preferences, not list layouts.

C. Click List Context Menu > Personalize List ❌

The List Context Menu does not have a "Personalize List" option for column arrangement.

D. Click List Content Menu > Configure > List Layout ❌

Typo in "List Content Menu"—the correct term is "List Context Menu".

However, right-clicking on the column header (Answer B) is the recommended method.

ServiceNow Documentation: Configuring List Layouts

ServiceNow User Guide: Modifying List Columns

The CI Dependency View Map in ServiceNow is a graphical representation of the relationships and dependencies between Configuration Items (CIs) within the Configuration Management Database (CMDB). Right-clicking on a CI in the Dependency View provides additional options for analyzing its impact and history.

A. View Affected CIs ✅

Shows all CIs impacted by the selected CI.

Example: If a database server goes down, this option lists all applications and services affected.

B. View Related Tasks ✅

Displays tasks (e.g., Incidents, Changes, Problems) associated with the selected CI.

Example: Viewing all open Incidents related to a server CI.

C. View Recent Outages ✅

Shows recently reported outages linked to the selected CI.

Useful for analyzing recurring issues or identifying historical failures.

D. View Cases ❌

Cases are used in Customer Service Management (CSM), not in CMDB CI dependency maps.

E. View Knowledge ❌

While Knowledge Articles may reference a CI, this is not an option in the CI Dependency View Map.

ServiceNow Documentation: CI Dependency Views

CMDB Best Practices: Understanding CI Relationships

Correct Answers Explanation:Incorrect Answer Choices Explanation:References:

In ServiceNow, tasks (such as Incidents, Change Requests, and Service Requests) can be assigned to individual users or groups to manage workload distribution efficiently.

A. Groups ✅

Groups in ServiceNow represent a collection of users with common roles or responsibilities.

Tasks are often assigned to groups first, allowing any member to take ownership.

Example:

IT Support Group for handling incident tickets.

Change Advisory Board (CAB) for approving changes.

B. Users ✅

Individual users can receive task assignments directly.

Assigned users are responsible for completing or updating the task.

Example:

A specific Service Desk Agent assigned to resolve an incident.

C. Departments ❌

Departments in ServiceNow represent organizational divisions (e.g., HR, IT, Finance), but they do not receive task assignments.

Assignments are made to groups or individuals within departments, not the department itself.

D. Teams ❌

"Teams" is not a structured entity in ServiceNow for task assignments.

While some organizations may informally refer to groups as "teams," the platform recognizes Groups and Users as valid task recipients.

Official ServiceNow Documentation: Assigning Tasks

ServiceNow Administration Guide: Users and Groups

Correct Answers Explanation:Incorrect Answer Choices Explanation:References:

A business rule in ServiceNow is a server-side script written in JavaScript that executes when a record is inserted, updated, deleted, or queried. Business rules allow for automation and enforcement of business logic without requiring manual intervention.

Business rules are not tied to forms but instead run on the server-side when a database operation occurs. They can be configured to execute:

Before a record is saved (Before Business Rule)

After a record is saved (After Business Rule)

Asynchronously (Async Business Rule)

Before a query is run on the database (Query Business Rule)

Explanation of the Correct Answer:✅ B. A business rule can be a piece of JavaScript (Correct)

Business rules are written in JavaScript, allowing administrators to define custom logic that executes on the server.

These scripts can modify data, enforce rules, validate fields, or trigger other workflows.

Example JavaScript snippet for a business rule:

if (current.state == '3' && current.priority != '1') {

current.priority = '1';

gs.addInfoMessage("Priority set to High because state is Resolved.");

}

This rule ensures that if an incident's state is changed to Resolved, its priority is automatically set to High.

Why the Other Options Are Incorrect:❌ A. A business rule must run before a database action occurs (Incorrect)

Business rules can run before a database action occurs, but they can also execute after or asynchronously.

Business rules have four execution types:

Before – Runs before the record is inserted/updated in the database.

After – Runs after the record is committed to the database.

Async – Runs in the background after the transaction completes.

Query – Runs before data is returned to a user (modifies query results).

❌ C. A business rule must not run before a database action occurs (Incorrect)

This is false because some business rules do run before a database action (e.g., a Before Business Rule can validate data before saving).

❌ D. A business rule monitors fields on a form (Incorrect)

Business rules do not monitor form fields directly. Instead, they execute based on database operations.

If real-time monitoring of form fields is needed, Client Scripts (not Business Rules) are used for this purpose.

Automatically assigning priority based on ticket severity.

Preventing updates to certain records if a condition is not met.

Sending email notifications when a record changes.

Modifying data before it is saved to enforce business policies.

Example Use Cases for Business Rules:

ServiceNow Documentation: Business Rules Overview

ServiceNow CSA Learning Path: Business Rule Fundamentals

ServiceNow Docs: Server-Side Scripting in Business Rules

References:

In ServiceNow Knowledge Management, users can provide feedback on published knowledge articles by flagging them. This feedback helps knowledge managers and authors identify errors, outdated information, or areas for improvement.

To view feedback left on a published article, there are two primary pathways:

Pathway 1: Knowledge Base > My Knowledge > Flagged Articles

This option allows knowledge managers and authors to see all flagged articles they have authored or have access to within a specific Knowledge Base.

Location: Knowledge Base → My Knowledge → Flagged Articles

Pathway 2: Knowledge > My Articles > Flagged

This option lets authors view only their own articles that have been flagged.

Location: Knowledge → My Articles → Flagged

A. Knowledge > Articles > My Flagged

There is no direct "My Flagged" option under Knowledge > Articles.

D. Knowledge > Articles > Published

This shows all published articles but does not specifically show flagged (feedback) articles.

Navigate to Knowledge > My Articles > Flagged.

OR navigate to Knowledge Base > My Knowledge > Flagged Articles.

Open a flagged article to review the feedback comments and reason for the flagging.

ServiceNow Docs: Managing Knowledge Feedback and Flagged Articleshttps://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/knowledge-management/task/review-article-feedback.html

ServiceNow CSA Official Training Guide (Knowledge Management & Feedback Handling)

Why the Other Options Are Incorrect?How to View Feedback in ServiceNow?References from Certified System Administrator (CSA) Documentation:This confirms that the correct pathways to view feedback on published articles are "Knowledge Base > My Knowledge > Flagged Articles" and "Knowledge > My Articles > Flagged".

Service Catalog variables in ServiceNow are used to capture user input when they request catalog items, record producers, or order guides. These variables help customize user interactions and drive automation within Service Catalog workflows.

Key Characteristics of Service Catalog Variables:

Global by Default:

When a Service Catalog variable is created, it is global by default, meaning it can be used across multiple catalog items unless scoped to a specific item.

This helps in reusability of variables across different catalog items, reducing redundancy.

However, administrators can disable the "Global" checkbox if they want the variable to be specific to one catalog item.

Types of Service Catalog Variables:

Variables can be single-line text, choice lists, reference fields, checkbox, multi-line text, and more.

They allow administrators to collect structured data from users during item requests.

Reusability Across Catalog Items:

Global variables can be used across multiple catalog items without creating duplicate variables.

This is useful when multiple items require the same type of user input (e.g., location, department).

Visibility and Dependency:

ServiceNow allows UI policies and catalog client scripts to control the behavior of these variables dynamically.

Admins can configure visibility, mandatory status, or dependencies based on user selections.

Explanation of Other Options (Why They Are Incorrect):

Option A (Service Catalog variables can only be used in Record Producers) – Incorrect

While Service Catalog variables can be used in Record Producers, they are not limited to them.

Variables can also be used in Catalog Items, Order Guides, and Requested Items (RITM).

Option B (Service Catalog variables can only be used in Order Guides) – Incorrect

Service Catalog variables can be used in Order Guides, but they are not restricted to them.

Order Guides allow multiple items to be ordered together, but variables can be used independently in Catalog Items and Record Producers as well.

Option C (Service Catalog variables cannot affect the order price) – Incorrect

Service Catalog variables can affect pricing through Variable Price Mapping.

If configured, variables (like dropdowns or checkboxes) can be linked to a price adjustment, impacting the total cost of the request.

For example, selecting "Additional Storage" in a cloud server request could add extra costs dynamically.

Official Reference from ServiceNow Certified System Administrator (CSA) Documentation:

ServiceNow Documentation – Service Catalog Variables: ServiceNow Variables Guide

ServiceNow CSA Exam Guide: Covers Service Catalog fundamentals, including variable behavior and reusability.

The Service Catalog is a core feature in ServiceNow that provides users with a structured interface to request services and products. The baseline Service Catalog homepage includes links to key components that help users navigate and submit requests efficiently. These components are:

Record Producers – These are forms that allow users to create records in tables other than the Request table (e.g., submitting an incident or a change request).

Order Guides – These help users request multiple related items in a single submission, streamlining complex orders.

Catalog Items – These are the individual products or services users can request, such as software installations, hardware requests, or access requests.

Option B: "Order Guides, Item Variables, and Workflows" – Incorrect, because Item Variables and Workflows are not direct links on the Service Catalog homepage. Item Variables are attributes of Catalog Items, and Workflows handle backend processing but are not listed as a navigational component.

Option C: "Order Guides, Catalog Items, and Workflows" – Incorrect, because Workflows are not directly linked from the homepage.

Option D: "Record Producers, Order Guides, and Item Variables" – Incorrect, because Item Variables are part of Catalog Items but not a distinct link on the homepage.

ServiceNow Product Documentation - Service Catalog Overview

ServiceNow CSA Study Guide - Service Catalog Fundamentals

ServiceNow Docs: Service Catalog Components

Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation: