CSA Exam Dumps - ServiceNow Certified System Administrator Questions and Answers

The Shared Responsibility Model in ServiceNow clearly delineates responsibilities between the cloud service provider (ServiceNow) and the customer. ServiceNow manages the infrastructure, including the physical data centers, networking, hardware, and media disposal and destruction, ensuring proper security of the underlying platform. Hence, Media disposal and destruction and Infrastructure management fall under the provider’s responsibility.

The customer is responsible for their data, including backup and restore, access management (authentication and authorization), and encryption configuration on their data. While ServiceNow provides encryption capabilities, the customer must configure and manage encryption keys and access controls.

This model is critical for maintaining security and compliance in cloud environments and is explicitly detailed in ServiceNow’s official documentation and cloud security best practices.

Tochange the default layout of a task listin ServiceNow, you shouldright-click on any column headerand selectConfigure > List Layout.

Navigate to the Task list view(e.g., Incident, Change, or another task-based list).

Right-click on any column header(e.g., "Number" or "Short Description").

SelectConfigure > List Layout.

Add, remove, or reordercolumns as required.

ClickSaveto apply changes.

B. Right-click List Gear icon > Configure > Columns

TheGear icon(⚙) allowspersonalizing columns for an individual user, butdoes not change the default list layout for all users.

C. Click List Context Menu > Personalize List

Personalization only affects the user’s view, not theglobal list layout.

D. Click List Context Menu > Configure Columns

There isno "Configure Columns" optionin the list context menu; the correct path is"Configure > List Layout".

ServiceNow List Layout Configuration

ServiceNow CSA Training Module:"Working with Lists and Configuring Layouts"

Steps to Modify the Task List Layout:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

When importing data into ServiceNow,data integrity and accuracyare critical. ServiceNow recommendscleaning and verifyingdatabefore importingit into the system.

Obsolete or inaccurate datacan cause duplicate or incorrect records.

Pre-cleaningensures onlyrelevant, high-quality datais loaded into ServiceNow.

Improves system performanceby preventing unnecessary data clutter.

Identify and remove obsolete records(e.g., inactive users, old assets).

Fix formatting issues(e.g., date formats, duplicate values).

Verify data mappingsto ensure correct field alignment.

Use a small test importbefore a full-scale import.

Best Practice: Clean Data Before ImportingRecommended Pre-Import Steps:

A. Adjust your Transform maps, after the data is loaded into the target table →Incorrect

Transform Mapsshould be setbefore importing, not after.

Adjusting them afterward may requirereloading data.

B. Use extremely large Import Sets, instead of multiple large Import Sets →Incorrect

Large imports can causeperformance issues.

Best practice: Useincremental importswith data validation.

C. Create a new Import Set table for each new data load →Incorrect

Reusing Import Set tablesis more efficient.

New tables are neededonly for major structural differences.

E. Monitor data quality and clean imported data, using the Data Scrub Workspace →Incorrect

No such featureas "Data Scrub Workspace" exists in ServiceNow.

Datashould be cleaned before importing, not after.

Why Other Options Are Incorrect?

Best Practices for Importing Data

Preparing Data for Import

To translateService Catalog itemsinto multiple languages in ServiceNow, theTranslation Framework plugin (com.glide.translation_framework)must be activated. This plugin enablesautomatic translation of text fields, including:

Service Catalog items

Knowledge Base articles

Field labels

UI components

Providesmulti-language supportfor catalog items.

Usesmachine translation or manual translation mapping.

Works with theServiceNow Language Packsto provide localized experiences.

Key Features of the Translation Framework Plugin:

TheTranslation Framework plugin (com.glide.translation_framework)is specifically designed to supportmulti-language content translationfor the Service Catalog.

It allows translation of catalog item descriptions, labels, and options without custom scripting.

Why "B. Translation Framework Plugin" is the Correct Answer?

A. Localization Framework Plugin (com.glide.localization_framework) – Incorrect

This plugin helps withlocalization settingsbut is not specifically for catalog item translation.

C. Multiple Language Framework Plugin (com.glide.multiple.language_framework) – Incorrect

No such plugin exists in ServiceNow.

D. Language AI Framework Plugin (com.glide.language.ai_framework) – Incorrect

This is not a valid ServiceNow plugin.

Explanation of Incorrect Options:

ServiceNow Docs: Translation Framework Plugin

ServiceNow CSA Study Guide – Multi-language Support

ServiceNow Product Documentation: Translating Service Catalog Items

References from Certified System Administrator (CSA) Documentation:

When you create a new table in ServiceNow,best practices for the navigation paneensure that the table is properlyorganized, accessible, and followsrole-based visibility standards.

Modulesallow users tonavigate directly to the tablefrom the left navigation pane.

Settingrole-based accessensures that only authorized users can view or use the table.

Navigate toSystem Definition > Modules, and definewho can accessthe module usingroles.

This ensuresconsistencyin navigation and makes it easier for users to locate the table.

Example:If you create a table"Project Tasks", theApplication Menushould also be named"Project Tasks".

This followsServiceNow UI best practicesfor organization.

1. Specify which Roles can see the Module (Correct - C)2. Create an Application Menu with the Same Name as the Table Label (Correct - E)

A. Set the filter condition on the Application Menu →Incorrect

Application Menus do not requirefilter conditions; they are forgrouping related modulesunder a category.

B. Set the font style on both the Application Menu and the Module →Incorrect

Font stylesare not customizable in the navigation pane.

D. Specify which Roles can see the Application Menu →Incorrect

TheApplication Menuitself is usually visible to all users unless restricted bymodule-level roles.

The best practice is torestrict roles at the module level(Correct Answer: C).

F. Create a Module with the Plural of the Table Label →Incorrect

While it isa common practice, it isnot a strict best practice.

Example: If your table is"Incident", the module is typically named"Incidents", but it’s not a mandatory rule.

Why Other Options Are Incorrect?

Managing Application Menus and Modules

Creating Tables and Modules

Official ServiceNow Documentation Reference:

InServiceNow List Views, users cancustomize and personalizethe displayed columns to fit their needs.

Open anylist view(e.g., Incidents, Requests).

Click theGear icon (⚙)in the top-right corner of the list.

ThePersonalize List Columnswindow appears.

Select or remove columns as needed.

ClickSaveto apply changes.

Steps to Personalize List Layout (Columns):This customization isuser-specific, meaning it only affects the logged-in user’s view.

B. Select the column to be personalized > Click Edit icon (Penal) > Choose options to personalize

NoEdit icon (Pencil) for column customizationexists in List Views.

C. Context Menu > View > Personalize

TheContext Menu (right-click menu)allows you to filter or sort data but doesnot customize columns.

D. Select the column to be personalized and right-click the header > Choose options to personalize

Right-clicking the column header providessorting and grouping options, not full column customization.

Activity Formatteris a UI element in ServiceNow forms that logs allupdates, comments, and historyrelated to a task.

It consolidates user interactions and system-generated updates in one place.

To track and manageinfrastructure componentsthat support aneCommerce service, a customer needs tools that providevisibility into IT assets, relationships, and dependencies.

B. Configuration Management (CMDB)

TheCMDBis a central repository that stores information aboutConfiguration Items (CIs)such as servers, databases, applications, and network devices.

Helpstrack relationshipsbetween components supporting the eCommerce service.

Example:Tracking which servers host the online store application.

D. Discovery

Discoveryautomatically identifies and updatesIT assets and infrastructurein the CMDB.

Scanson-premise and cloud environmentsto find servers, applications, and databases.

Example:Detecting newly deployed servers supporting the eCommerce platform.

E. Service Mapping

Service Mappingbuilds avisual mapof how infrastructure components (CIs) relate to abusiness service.

Helps identifydependenciesbetween applications and underlying infrastructure.

Example:Mapping how web servers, databases, and payment systems interact to support eCommerce transactions.

A. Performance Analytics

Performance Analytics (PA)is used fortrend analysis and reporting, but it doesnot track infrastructure components.

PA could beused laterto analyze eCommerce performance, but itdoes not discover or track components.

C. Financial Management

Financial Management(NowITFM or TBM) tracksIT costs and budgets, notinfrastructure components.

It helpsanalyze IT spendingrelated to infrastructure but doesnot provide technical trackingof eCommerce components.

InServiceNow Reporting, when modifying a report, users can preview the resultswithout savingby clicking the"Run"button. This executes the report with the current settings and displays the updated resultsbefore committing any changes.

C. Run

The"Run"button allows users toexecute the report immediatelyto see updated results.

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

Example: If a user changes thedate rangeon anincident report, clicking"Run"updates the chartwithout saving the report permanently.

A. Execute

There isno "Execute" buttonin 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 Designeror Catalog Items.

D. Test

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

E. Preview

There isno "Preview" buttonfor running reports.

"Preview" is typically used inUI Policies and Forms.

TheActivity Stream icon (Live Feed)allows users tomonitor real-time updateson records assigned to them. This is particularly useful for task workers who need to trackcustomer responses, status changes, and work progresswithout manually refreshing records.

Navigate toMy Work List(or any list view showing assigned tasks).

Click theActivity Stream (Live Updates) iconat the top of the list.

Areal-time updates frameappears, showing all changes to the listed records.

A. Open an Agent Workspace tab for each record he wants to monitor

WhileAgent Workspaceoffers real-time updates, opening multiple tabs isinefficient and unnecessarywhen live updates can be monitored in a single stream.

B. Select Service Desk > My Work Dashboard

TheMy Work Dashboardprovides an overview of assigned tasks butdoes not show live updates.

C. Click on the eyeglass icon to expand the Monitor frame

There isno "eyeglass icon"used for monitoring updates in ServiceNow.

Dot Walkingis a ServiceNow feature that allows you to access and includedata from related tableswhen creating reports, conditions, scripts, and business rules.

When working with records, each table has fields that may reference another table (e.g., anIncidentrecord has an"Opened by"field that references theUsertable).

Dot Walkingallows you to traverse these relationships by using adot (.) notationto pull in data from related tables.

Example: If you want toinclude the email address of the user who created an incident, you can reference it as:

How Dot Walking Works:CopyEdit

incident.opened_by.email

This is useful forreportingwhen you need to include data from multiple related tables without needing custom joins.

A. SQL→ Incorrect. ServiceNow does not use direct SQL queries for reports. It relies on GlideRecord and Dot Walking instead.

C. Outer Join→ Incorrect. ServiceNow does not provide traditional SQL joins for reports. Instead, it usesDot Walking and Database Views.

D. Joins→ Incorrect. While Database Views allow for joins,Dot Walking is the primary method used to include related table data in reports.

In ServiceNow,groupsare stored in thesys_user_grouptable. This table definesgroups of userswho share common responsibilities, such asIT support teams, HR teams, or security teams.

Groups are used toassign roles and permissionsto multiple users at once.

Common groups includeService Desk, IT Support, Change Advisory Board (CAB), and HR teams.

Thesys_user_grouptable is linked tosys_user(Users) andsys_user_role(Roles).

B. Group [sn_sys_user_group]– No such table prefix (sn_) exists for user groups in ServiceNow.

C. User Group [user_groups]– Incorrect table name; ServiceNow follows thesys_naming convention.

D. User Groups [sn_user_groups]– Not a valid ServiceNow table.

E. Groups [sys_user_groups]– Incorrect pluralization; ServiceNow tables typically usesingular names(e.g.,sys_user_group).

ServiceNow sys_user_group Table Documentation

ServiceNow CSA Training Module:"User and Group Administration"

Key Details about sys_user_group:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

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

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

Every record in every table in ServiceNow has asys_idfield.

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

It helpsuniquely identifyrecords and is used in scripting, APIs, and database relationships.

In theIncident [incident]table, an incident record might have:

Number:INC0012345

sys_id:9d72f6141b122200d37a85e15b2d6fe6

Key Characteristics of sys_id:Example:

Thesys_id is always 32 characters long.

It is acritical part of the ServiceNow database structure.

Used forrelationships, 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 Rulesdo 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 is32 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:

ADisplay Business Ruleis aserver-side scriptin ServiceNow thatruns before the form is displayed to the user.

Populatesg_scratchpad(Shared Data Object)

g_scratchpadis atemporary objectthat storesserver-side dataand makes it available toclient-side scripts (e.g., Client Scripts, UI Policies).

Example: If you need topass user-specific information(e.g., "Manager Name" or "User Role") from the server to the client, you useg_scratchpad.

Runs Before the Form Loads

Executesbefore data is sent to the client, ensuring thatpreprocessed datais available.

Improves performanceby reducing unnecessary server calls.

Does Not Modify Records Directly

Unlike other Business Rules (Before,After,Async),Display rules do not modify the recordbeing loaded.

They only preparedata for the client-side.

Primary Purpose of a Display Business Rule:

Example of a Display Business Rule:// Runs before the form loads

(functionexecuteRule(current, gScratchpad) {

gScratchpad.manager_name= current.manager.getDisplayValue();

})(current, gScratchpad);

This scriptretrieves the manager’s namefrom the server andmakes it available on the client-sideusingg_scratchpad.manager_name.

AClient Scriptcan then useg_scratchpad.manager_nameto display the manager’s name in a fieldwithout making another server call.

A. To monitor fields on a form, and provide feedbackIncorrect– This describesClient Scripts and UI Policies, not Display Business Rules.

C. To set fields to mandatory, hidden, and read-onlyIncorrect– These actions arehandled by UI Policies or Client Scripts, not Display Business Rules.

D. To define what happens on a form when a particular field changesIncorrect– This is the function of anOnChange Client Script, not a Display Business Rule.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Business Rules Overview????Display Business Rules

ServiceNow Docs – g_scratchpad Usage????Using g_scratchpad in Display Business Rules

Official ServiceNow Documentation References: