CSA Exam Dumps - ServiceNow Certified System Administrator Questions and Answers

When importing data into ServiceNow, the first step in the Import Set process is loading the data into a temporary Import Set table. This is done using the Load Data module.

Load Data (First Step) ✅

This step imports raw data from a source file (e.g., CSV, Excel, XML) into an Import Set table in ServiceNow.

No transformation occurs at this stage; it simply moves data into a temporary staging table.

Create Transform Map & Apply Transform

After loading, a Transform Map is used to map fields from the Import Set table to the target table (e.g., Incident, CMDB, Users).

The Transform Data step converts and inserts data into the final table.

Coalesce to Avoid Duplicates

Coalescing is an optional step that determines whether existing records should be updated or if new records should be created.

A. Coalesce Data ❌ (Incorrect)

Coalescing is used during the Transform phase to prevent duplicate records but is not the first step.

B. Transform Data ❌ (Incorrect)

Transforming data occurs after it has been loaded into the Import Set table.

C. Import Data ❌ (Incorrect)

No such specific module exists as "Import Data"; the process begins with "Load Data."

Importing Data Using Import Sets:https://docs.servicenow.com/bundle/utah-platform-administration/page/administer/import-sets/concept/c_ImportDataUsingImportSets.html

Load Data Module in ServiceNow:https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/import-sets/task/t_LoadData.html

Steps in Importing Data:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:

ServiceNow provides multiple security-related modules that a System Administrator frequently uses to manage access, authentication, and overall system security.

Why These Options Are Correct?✅ A. System Properties > Security

This module allows administrators to configure general security settings, including password policies, session timeout, and encryption settings.

It helps manage security parameters at a system-wide level.

✅ E. System Security > Access Control (ACL)

Access Control Lists (ACLs) define what data users can access, modify, and delete within the instance.

ACLs operate at the table, field, and record levels, ensuring proper role-based access control (RBAC).

This is one of the most commonly used security modules by admins.

✅ G. System Security > High Security Settings

High Security Settings (previously known as Security Hardening) enforce strict security controls, such as requiring multi-factor authentication (MFA) and enforcing strict password policies.

It is often used for compliance with security regulations like HIPAA, GDPR, and ISO 27001.

Why the Other Options Are Incorrect?❌ B. Utilities > Migrate Security

This option does not exist in ServiceNow. There is no "Migrate Security" under Utilities.

❌ C. System Security > Security

There is no "System Security > Security" module in ServiceNow. The correct structure is System Security > Access Control or System Properties > Security.

❌ D. Self-Service > My Access

This is a self-service module for end users to request and review their access.

It is not a tool that System Administrators use to manage security settings.

❌ F. Password Management > Security Questions

This is used to configure security questions for password recovery but is not a core security module that admins frequently use.

General Security Settings in ServiceNow

ServiceNow Access Control (ACL) Best Practices

ServiceNow System Security and Role Management

References to Official Certified System Administrator (CSA) Documentation:

In ServiceNow, a sys_id is a unique 32-character identifier (UUID - Universally Unique Identifier) that is automatically assigned to every record in the system.

It is a unique 32-character alphanumeric string (e.g., 5137153cc611227c000bbd1bd8cd2005).

Every record in every table in ServiceNow has a sys_id field.

The sys_id remains the same across instances if the record is transferred via an Update Set.

It helps uniquely identify records and is used in scripting, APIs, and database relationships.

In the Incident [incident] table, an incident record might have:

Number: INC0012345

sys_id: 9d72f6141b122200d37a85e15b2d6fe6

Key Characteristics of sys_id:Example:

The sys_id is always 32 characters long.

It is a critical part of the ServiceNow database structure.

Used for relationships, APIs, scripting, and querying records.

Why "A. Unique 32-character identifier that is assigned to every record" is Correct?

B. A client-side Business Rule – Incorrect

Business Rules do not generate sys_ids; they control logic execution.

C. A server-side Business Rule – Incorrect

Business Rules are used for automation, but sys_id is a system-generated field.

D. Unique 64-character identifier that is assigned to every record – Incorrect

The correct length of sys_id is 32 characters, not 64.

Explanation of Incorrect Options:

ServiceNow Docs: Understanding sys_id

ServiceNow CSA Study Guide – Database Architecture

ServiceNow Product Documentation: Unique Identifiers in ServiceNow

References from Certified System Administrator (CSA) Documentation:

In ServiceNow, Visual Task Boards (VTBs) provide a Kanban-style interface to manage and track work. There are three main types of Visual Task Boards, but "Feature" is not one of them.

Freeform Board (✅ Valid Type)

Manually created boards where cards can be moved freely without predefined conditions.

Users can add and organize tasks as needed.

Example: Personal task management.

Guided Board (✅ Valid Type)

Created from a list view and linked to a ServiceNow table (e.g., Incident, Change, Task).

Cards on the board automatically update based on conditions.

Example: Managing Incidents or Change Requests.

Flexible Board (✅ Valid Type)

Similar to Guided Boards, but allows users to manually reorder tasks within lanes.

Offers more flexibility while still being linked to a data source.

Example: Sprint Planning or ITSM Workflows.

"Feature" is NOT a Visual Task Board type in ServiceNow.

ServiceNow does use the term "Feature" in Agile Development (for tracking high-level product functionalities), but it is not related to VTBs.

Types of Visual Task Boards in ServiceNow:Why is "Feature" Incorrect?

Why Other Options Are Correct?✅ Guided, Flexible, and Freeform are the three valid types of Visual Task Boards in ServiceNow.

Visual Task Boards Overview

ServiceNow Visual Task Boards

Types of Visual Task Boards

Creating and Using VTBs

References from ServiceNow CSA Documentation:

Importing data into ServiceNow from a spreadsheet involves a structured process to ensure data integrity and proper mapping. The three main steps in the process are:

The first step in importing data into ServiceNow is to load the spreadsheet into an Import Set table.

This can be done through the System Import Sets > Load Data module.

The system will create a temporary table (Import Set) where the data will be staged before being transformed into target tables.

A Transform Map is required to map fields from the Import Set table to the target table in ServiceNow.

Transform Maps define how data from the source (Import Set table) will be transferred and transformed into the destination table (e.g., Incident, User, CMDB, etc.).

The Transform Map allows for additional transformations such as coalescing records (to avoid duplicates) and scripting for data manipulation.

After configuring the Transform Map, the final step is to Run Transform, which applies the mappings and moves the data from the Import Set table to the target table.

This process ensures that the imported data is correctly integrated into the ServiceNow instance and adheres to the configured rules.

Option A: "Select Data Source, Schedule Transform" – Incorrect because selecting a data source is part of data import, but "scheduling" a transform is not a required step in the standard import process.

Option C: "Define Data Source, Select Transform Map, Run Transform" – Incorrect because "Define Data Source" is more relevant when setting up external data imports. The process must begin with "Load Data" rather than defining the data source.

Option D: "Select Import Set, Select Transform Map, Run Transform" – Incorrect because an Import Set must first be created by loading data before it can be selected.

ServiceNow Docs: Importing Data Overview

ServiceNow Docs: Creating a Transform Map

ServiceNow Docs: Running a Transform Map

Step 1: Load DataStep 2: Create Transform MapStep 3: Run TransformWhy Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:

In ServiceNow, Record Producers allow users to create records in tables through a user-friendly interface in the Service Catalog. Since the goal is to enable only first-line workers to order the T-shirt, we need to control access based on their role.

A Record Producer in the Service Catalog is the best way to gather user input (size, color, etc.) and create a new order record in the system.

The "Available For" list allows administrators to restrict access to specific users or roles.

The First Line [sn_first_line] role is explicitly designed to include only first-line workers while excluding managers.

Why is Option A Correct?Why Are the Other Options Incorrect?❌ B. Create Catalog Item and use the Not Available list to specify the Manager Group

Catalog Items are valid for this use case but using the "Not Available For" list is a less effective approach.

If new manager roles or groups are added in the future, this method won’t automatically exclude them.

It’s better to explicitly define who can access the item rather than relying on exclusions.

❌ C. Create Catalog Item and use the Available For list to specify ITIL [itil] role

The ITIL role is typically assigned to Service Desk personnel and IT staff, not first-line workers.

This approach would allow many unintended users to request the T-shirt.

❌ D. Create Order Guide and use the User Criteria list to specify First Line [sn_first_line] role

Order Guides are used to bundle multiple catalog items and guide users through a complex ordering process.

Since this scenario only involves a single item (T-shirt request), using an Order Guide is unnecessary.

ServiceNow Service Catalog Management - Record Producers

ServiceNow User Criteria and Access Control Best Practices

ServiceNow CSA Guide - Managing Roles and Access Restrictions

References to Official Certified System Administrator (CSA) Documentation:

Update Sets are the standard way to capture customizations and move them from one ServiceNow instance to another. These customizations include:

Business Rules

UI Policies

Script Includes

Fields and Tables

Workflows

Update Sets track changes in an instance and allow them to be exported and imported into other environments (e.g., from Development to Test and then to Production).

They ensure that configuration changes are preserved and applied consistently across instances.

Why is Option A Correct?Why Are the Other Options Incorrect?❌ B. Code Sets

There is no concept of Code Sets in ServiceNow.

❌ C. Update Packs

Update Packs do not exist in ServiceNow. The correct term is Update Sets.

❌ D. Configuration Logs

Configuration Logs record system activity but do not package customizations for migration.

❌ E. Remote Sets

Remote Update Sets exist, but they are just a variation of Update Sets used when moving changes between remote instances.

The broader term "Update Sets" is more accurate.

❌ F. Local Sets

No such term exists in ServiceNow.

❌ G. Code Packs

There is no "Code Pack" in ServiceNow.

ServiceNow CSA Guide - Update Sets and Customization Migration

ServiceNow Developer Documentation - Using Update Sets

ServiceNow Best Practices - Moving Configuration Between Instances

References to Official Certified System Administrator (CSA) Documentation:

An Access Control rule (ACL) in ServiceNow defines who can access data and what actions they can perform on that data. Each ACL consists of three primary components:

Object being secured – The specific table, field, or record that the rule applies to.

Operation – The type of action that is being secured (e.g., Read, Write, Create, Delete).

Permissions required – The conditions, roles, or scripts that determine whether access is granted.

ACLs evaluate whether a user has permission to access a specific table, field, or action.

The security rules are processed from most specific to least specific (e.g., field-level > table-level).

Permissions can be granted based on roles, conditions, or custom scripts using GlideSystem (gs).

A. Groups, Conditional Expressions, and Workflows ❌ (Incorrect)

ACLs do not manage workflows or directly control group assignments.

B. Table Schema, CRUD, and User Authentication ❌ (Incorrect)

CRUD (Create, Read, Update, Delete) permissions are controlled by ACLs, but User Authentication is managed separately through login policies (LDAP, SSO, etc.).

D. security_admin ❌ (Incorrect)

security_admin is a special elevated role required to modify security settings, but it is not what an ACL specifies.

Access Control Rules Overview:https://docs.servicenow.com/en-US/bundle/utah-platform-security/page/administer/security/concept/access-control-rules.html

Configuring ACLs in ServiceNow:https://docs.servicenow.com/en-US/bundle/utah-platform-security/page/administer/security/task/t_CreateOrModifyAnAccessControl.html

How ACLs Work in ServiceNow:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:

In ServiceNow, a filter condition is used to define search criteria for records in a table. A filter consists of three primary components:

Field → The database field to be evaluated (e.g., priority, state, assigned_to).

Operator → Specifies how the field should be compared to a value (e.g., is, contains, greater than).

Value → The expected data in the field (e.g., High, Resolved, John Doe).

Filter Condition: Priority is High

Field: Priority

Operator: is

Value: High

Another Example: State is not Resolved

Field: State

Operator: is not

Value: Resolved

Example of a Filter Condition:Why Option A is Correct?✅ Field, Operator, and Value are the correct components used to create a filter condition.

Why Other Options Are Incorrect?❌ B. Condition, Operator, and Value → Incorrect because "Condition" is a result of a Field + Operator + Value, not a separate component.❌ C. Field, Condition, and Value → Incorrect because "Condition" is not a direct component.❌ D. Variable, Field, and Value → Incorrect because variables are used in forms, not in filter conditions.

ServiceNow Docs – Creating and Applying Filtershttps://docs.servicenow.com

ServiceNow Learning – Query Builder and Conditions

ServiceNow Best Practices – Using Filters in Lists and Reports

References from Certified System Administrator (CSA) Documentation:

In ServiceNow Knowledge Management, the publishing and retiring process for knowledge articles is managed through Workflows. These workflows define the steps an article must go through before it is published, updated, or retired.

Submission:

A user creates a knowledge article and submits it for approval.

Approval Process:

Based on the workflow, an article may require manager or SME (Subject Matter Expert) approval.

Publishing:

Once approved, the article is published and made available in the Knowledge Base.

Updating & Versioning:

If edits are needed, the article enters a draft or review state.

Retirement:

When an article is no longer needed, it follows the workflow to retire or archive it.

Knowledge Approval Publish (requires approval before publishing)

Knowledge Instant Publish (automatically publishes the article)

Knowledge Retire (handles retiring or archiving articles)

A. Approval Policies ❌ (Incorrect)

ServiceNow does not use a separate "Approval Policy" for knowledge articles; approvals are managed within the workflow.

B. Approval Definitions ❌ (Incorrect)

There is no such specific feature in ServiceNow. Approvals are configured within workflows, not separate definitions.

C. Workflow Designer ❌ (Incorrect)

The Workflow Designer is a tool used to create workflows, but it does not control the publishing process directly. The workflows themselves do.

E. State Lifecycle ❌ (Incorrect)

While knowledge articles have a lifecycle (Draft → Review → Published → Retired), this is controlled by workflows, not by an independent "State Lifecycle" feature.

Knowledge Workflows Overview:https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/knowledge-management/reference/r_KnowledgeWorkflows.html

ServiceNow Knowledge Management Process:https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/knowledge-management/concept/knowledge-management-overview.html

How Workflows Control Knowledge Article Publishing & Retiring:Common Knowledge Workflows in ServiceNow:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation: