CSA Exam Dumps - ServiceNow Certified System Administrator Questions and Answers

In ServiceNow,Core Tablesare foundational tables that are included by default in the platform. These tables store essential records used across various applications and modules.

????Key Core Tables in ServiceNow:

Task (task)– A core table that serves as the parent for several other tables, such as Incident, Change, and Problem.

User (sys_user)– Stores all user records in the instance.

Incident (incident)– A child table oftask, used to track issues and requests reported by users.

????Why Option C is Correct?

User (sys_user)– Essential for user management in ServiceNow.

Task (task)– A fundamental table that many other tables extend from.

Incident (incident)– A widely used table in IT Service Management (ITSM), which extends fromtask.

????Incorrect Options Explained:

A. Configuration, Connect, Chat– Configuration is broad and does not refer to a single table, and Connect and Chat are part of ServiceNow’s communication framework but are notcoretables.

B. Team, Party, Awards– These tables do not exist in ServiceNow’s core platform.

D. Work, Caller, Timecard– WhileCallermay refer to users, andTimecardis a table used in time-tracking applications, these are not considered core tables.

????Reference:

Creating Tables in ServiceNow

ServiceNow Task Table Documentation

Understanding Core Tables in ServiceNow

The primary operations performed on tables inServiceNowfollow theCRUDmodel:

Create (C)– Adding a new record to a table.

Read (R)– Viewing or retrieving a record from a table.

Write (W)– Editing or updating an existing record.

Delete (D)– Removing a record from a table.

These operations are fundamental todatabase managementand align with ServiceNow’sAccess Control Rules (ACLs), which enforce security permissions for each operation.

A. Create, Rate, Update, DeleteIncorrect– "Rate" is not a standard database operation.

B. Create, Read, Upload, DeleteIncorrect– "Upload" is not a standard database operation.

D. Capture, Rate, Write, DevelopIncorrect– None of these terms (except "Write") relate to database operations.

Incorrect Answer Choices Analysis:

ServiceNow Docs – CRUD Operations in Tables????Tables and CRUD Operations

ServiceNow Docs – Access Control Rules????ServiceNow ACLs for CRUD

Official ServiceNow Documentation References:

In ServiceNow, when building filter conditions using theCondition Builder, there are three key components:

Field (Filter Criteria):The specific database field you are filtering on.

Operator:A choice list that defines the condition (e.g., "is", "contains", "starts with").

Value:The value you are checking against.

Among these components,the Operator is always a choice list, as it provides predefined options for filtering. The Operator determines how the Field and Value should be compared. For example:

"State is Active"(where "is" is the Operator)

"Priority is greater than 2"(where "is greater than" is the Operator)

Other components, such as Filter Criteria (fields) and Match Criteria, do not always function as choice lists.

InServiceNow, thetable configuration pageallows administrators tomodify table settings, fields, relationships, and properties.

To access this page from aform view, you must use theForm Context Menu (☰in the top-left corner of the form)and navigate to:

????Configure > Table

This willopen the Table Configuration Page, where you can:

View and edittable properties.

Managefields, relationships, and indexing.

Configuresecurity settings (ACLs)for the table.

Open a record in a form view(e.g., a Catalog Task form).

Click the Form Context menu(☰at the top-left).

Select "Configure"from the dropdown.

Click "Table"to access theTable Configuration Page.

Step-by-Step Navigation:

Why "Configure > Table" is the Correct Answer?Directly accesses the table's configuration page

Allows modification of table-level settings

Best practice method for modifying table properties

A. The Form Context menu > View > TableIncorrect– There is no"View > Table"option in the context menu.

C. The Form Context menu > Configure > DictionaryIncorrect– The"Dictionary"option allowsediting individual field propertiesbutnot the entire table configuration.

D. The Form Context menu > View > Show TableIncorrect– No such"Show Table"option exists in theForm Context Menu.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Configuring Tables????Table Administration

ServiceNow Docs – Modifying Table Properties????Configuring a Table

Official ServiceNow Documentation References:

Conclusion:The correct answer is:

B. The Form Context menu > Configure > Table

This is the correctnavigation pathto access thetable configuration pagefrom a form in ServiceNow.

Detailed Explanation:

In ServiceNow, users with the Impersonate role can impersonate other users to troubleshoot and validate user permissions and experiences. However,System Administratoraccounts cannot be impersonated to maintain security and prevent unintended administrative access. This restriction ensures that sensitive administrative functions are secure and can only be accessed directly. (Reference: ServiceNow Documentation - User Impersonation and Security Restrictions)

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InServiceNow, theDependency Viewis agraphical representationthat allows Service Desk agents and IT teams totrace relationships between Configuration Items (CIs)and identify whichCIs are experiencing issues that may be affecting a business service.

Visualizes Relationships Between CIs and Services

Dependency View displaysCIs and their dependenciesin aninteractive map.

Service Desk agents can quicklysee which CIs are impactedandhow they affect the business service.

Identifies Impacted Configuration Items (CIs)

If aserver, database, or network component is down, Dependency Viewhelps tracewhich business service is affected.

This is useful forincident management, root cause analysis, and change impact assessment.

Integrated with CMDB (Configuration Management Database)

Dependency Views pull data from theCMDBtomap CI relationships.

This helps Service Desk agentsidentify problems quicklywithout needing deep technical knowledge.

Why is "Dependency View" the Correct Answer?

A. AI Service DashboardIncorrect– There is no standard "AI Service Dashboard" in ServiceNow.

B. CI Health DashboardIncorrect– TheCI Health Dashboardfocuses on theoverall health of CIs (e.g., compliance, correctness, completeness)but doesnot provide a dependency mapfor tracing service issues.

D. Event Management HomepageIncorrect–Event Management (ITOM)is used formonitoring events and alerts, butit does not provide an interactive dependency viewfortracing service issues.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Dependency Views????Understanding Dependency Views

ServiceNow Docs – CMDB Relationship Visualization????Using CMDB Relationships

Official ServiceNow Documentation References:

Conclusion:The correct answer is:

C. Dependency View

Dependency Viewallows Service Desk agents totrace service issues back to the affected CIs, making it an essential tool forincident management and root cause analysis.

✔Related Listsallow administrators to displayassociated recordsat the bottom of a form, such asincidents assigned to a userorrequests submitted by a caller.

Steps to Add a Related List:

Open aUser record(e.g., sys_user table).

Click on theForm Context Menu (☰)>Configure>Related Lists.

SelectIncidents (task table with condition "Opened by = current user").

Save changes.

Option B (Related Cases)is incorrect becausecasesrefer to Customer Service Management (CSM), not Incident Management.

Option C (Add Lists)is incorrect because the correct term isRelated Lists, not "Add Lists".

Option D (Related Records)is incorrect because there is no such direct menu option.

????Reference:ServiceNow UI Configuration – Related Lists