CSA Exam Dumps - ServiceNow Certified System Administrator Questions and Answers

InServiceNow, aListis a visual representation ofmultiple records from a table. Lists allow users to view, filter, sort, and interact with records in a structured tabular format.

Displays multiple recordsfrom a table.

Columns represent fieldsof the table.

Users can personalize the list(e.g., adjust columns, apply filters, and sort).

Common Actions:

Inline editing

Searching

Exporting data

Grouping and filtering

A. View

AViewdefines how data is displayed, but it is not a list itself.

Example: Differentform viewscan be created for the same table.

B. Dashboard

ADashboardis a visual representation of reports and performance analytics.

It doesnot display raw table recordsdirectly.

C. Panel

No such term as "Panel" exists in ServiceNow for displaying records from a table.

Key Features of Lists:Why Other Options Are Incorrect?

Lists Overview

ServiceNow Lists Documentation

Personalizing Lists

List Personalization Guide

References from ServiceNow CSA Documentation:Final Verification:Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.

In ServiceNow,UI Actionsare used to add buttons, links, and context menu items to forms and lists, enabling users to perform specific actions easily. UI Actions are essential for customizing the user experience and streamlining workflow interactions.

UI Actions allow administrators to create interactive elements such as:

Buttons(e.g., "Save," "Approve," "Reject")

Form Links(Clickable links that trigger actions on a record)

Context Menu Items(Right-click menu options for records in lists and forms)

They can executeclient-side (via JavaScript)orserver-side (via scripts or GlideRecord API calls).

UI Actions enhance usability by allowing quick execution of tasks without navigating through multiple screens.

Understanding UI Actions in ServiceNow:

Why is Option B (UI Action) Correct?Buttons, form links, and context menu items are all created and managed using UI Actions in ServiceNow.

UI Actions define what happens when a button or menu item is clicked, including executing scripts, navigating to a different page, or performing an operation on a record.

Why Are the Other Options Incorrect?A. Business Rule

Business Rules runautomatically on the server-sidewhen records are inserted, updated, deleted, or queried.

They do not createbuttons, links, or context menu itemson the UI.

C. Client Script

Client Scripts execute on theclient-side (browser)and are used forform validation, field changes, and UI behavior modifications.

They do not create UI elements like buttons or menu items.

D. UI Policy

UI Policies dynamically changeform field behavior(e.g., hiding, showing, making fields mandatory, or read-only).

Theydo not add buttons or context menu items.

Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – UI Actions Overview

????ServiceNow UI Actions Documentation

"UI Actions add buttons, links, and context menu items on forms and lists to enhance user interaction with the ServiceNow platform."

When a user places an order for an item or service from theService Catalogin ServiceNow, the system generates aRequest (REQ). This is a core component ofRequest Managementwithin the IT Service Management (ITSM) module.

User Places an Order:

The user selects an item from theService Catalog(e.g., a laptop, software, or an access request).

The order may consist of multiple items, depending on the selection.

ServiceNow Generates a Request (REQ):

ThisRequest (REQ#)acts as the umbrella record that tracks the order as a whole.

It is stored in thesc_requesttable.

Creation of Requested Items (RITM#):

Each item within the request generates aRequested Item (RITM#), stored in thesc_req_itemtable.

For example, if the user orders a laptop and a software license, two RITM records are created under the same Request.

Tasks (SCTASK#) Are Created:

Each Requested Item (RITM) may trigger one or moreCatalog Tasks (SCTASK#)in thesc_tasktable.

These tasks define the steps required to fulfill the request (e.g., procurement, approval, and configuration).

A. A Change Request– Incorrect. AChange Request (CHG#)is created only if the requested item involves changes to the infrastructure, such as a server upgrade. Not all catalog items require a change request.

B. An Order Guide– Incorrect. AnOrder Guideis a tool within the Service Catalog that helps users order multiple related items at once. However, it does not get generated when an order is placed.

D. An SLA– Incorrect. AService Level Agreement (SLA)may be associated with the request or tasks, but it is not automatically generated when a request is placed.

ServiceNow Product Documentation → Service Catalog → Request Fulfillment

ServiceNow CSA Study Guide → Service Catalog and Request Management

ServiceNow Tables Reference → sc_request, sc_req_item, sc_task

Understanding the Request Process in ServiceNow:Explanation of Incorrect Answers:References from Certified System Administrator (CSA) Documentation:

In ServiceNow, theApprover [approver-user] roleis specifically designed for users who need toauthorize requestsbut should not have any other permissions or administrative access to the platform.

Canapprove or reject requests(e.g., Change Requests, Service Catalog Requests).

No additional platform permissions(cannot create, modify, or view records beyond approvals).

Assigned automatically tousers designated as approversin approval workflows.

AnIT Managerreceives an approval request for a new laptop.

Themanager logs in and sees only the approval request(no other system access).

Theyapprove/rejectthe request without modifying any records.

Key Features of the Approver Role:Example Use Case:

B. Authorize [authorize-user] →Incorrect

No such role exists in ServiceNow.

C. Reviewer [reviewer_user] →Incorrect

No such role exists in ServiceNow.

D. Approver Group [approval_group] →Incorrect

Approval groupsallow multiple users to approve a request collectively, but it is not a standalone role.

Theapprover-user roleis the correct answer for individual approvals.

E. Verification [verify_user] →Incorrect

No such role exists in ServiceNow.

Why Other Options Are Incorrect?

Approval Configuration

User Roles in ServiceNow

Official ServiceNow Documentation Reference:

InServiceNow,Client Scriptsrun on the client-side (browser) andmodify form behaviordynamically.

Tovalidate form data before submission, you must use anonSubmit()Client Script.

Executes Before Form Submission

TheonSubmit() Client Scriptrunsjust before the form is submitted, allowing validation checks.

If an issue is found, you canprevent form submissionusingreturn false;.

Best for Data Validation

Can check ifrequired fieldsare filled.

Can enforcebusiness rules on the client-side.

Example: Preventing submission if the"Short Description"field is empty.

Why is "onSubmit()" the Correct Answer?

ExampleonSubmit()Client Script:functiononSubmit() {

varshortDesc = g_form.getValue('short_description');

if(!shortDesc) {

alert('Short Description is required before submitting.');

returnfalse; // Stops the form from being submitted

}

returntrue;// Allows form submission

}

A. onSubmission()Incorrect–This is not a valid ServiceNow Client Script type.

C. onLoadIncorrect–Runs when the form loads, butdoes not validate form submission.

D. onUpdate()Incorrect–Runs when a record is updated, but doesnot control form submission.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Client Scripts Overview????Understanding Client Scripts

ServiceNow Docs – Using onSubmit() Client Scripts????Client Script Examples

Official ServiceNow Documentation References:

InServiceNow, aUseris arecordstored in theUser [sys_user]table. This table contains details about every user in the system, including theirname, email, roles, department, and more.

Stores Core User Information

Each user inServiceNow is represented as a record in this table.

Standard fields include:

User ID

Name

Email

Roles

Department

Location

Supports Authentication and Permissions

Users areassigned roles and groups, which controlwhat they can accessin ServiceNow.

Authentication methods likeLDAP, SSO, OAuth, and Local Authenticationrely on this table.

Integrates with Other ServiceNow Modules

Users insys_userare referenced in various tables, such as:

sys_user_role(User Roles)

sys_user_group(User Groups)

sys_user_has_role(Mapping between Users and Roles)

Key Characteristics of the User [sys_user] Table:

A. A user is a record stored in the User Preference [sys_user_preference] tableIncorrect– Thesys_user_preferencetablestores user-specific preferences (e.g., UI settings, default views), not user records.

B. A User is a record stored in the Profile [sys_user_profile] tableIncorrect– There isno standard "sys_user_profile" tablein ServiceNow.

C. A user is a field in the LDAP integrationIncorrect– WhileLDAP can import users into ServiceNow,users themselves are stored in the sys_user table, not in an LDAP-specific field.

Incorrect Answer Choices Analysis:

ServiceNow Docs – User Administration????Managing Users in ServiceNow

ServiceNow Docs – User Table (sys_user)????sys_user Table Overview

Official ServiceNow Documentation References:

Conclusion:The correct answer is:

D. A user is a record stored in the User [sys_user] table

Alluser records in ServiceNow are stored in the sys_user table, making it the central repository foruser management, authentication, and access control.

EveryServiceNow instancecomes with a set ofdefault tablesthat supportcore platform functionality.

User (sys_user)Stores user records for authentication and authorization.

Contains user details such asusername, email, roles, department.

Incident (incident)Stores incident records for ITSM (IT Service Management).

Part of thedefault ITSM applicationused for managingissues and requests.

Task (task)Base table for all task-related records in ServiceNow.

Many other tables (e.g., Incident, Change, Problem)extend from Task.

Storescommon task fields like Assignment Group, State, and Short Description.

The Three Default Tables in ServiceNow:

C. ItemIncorrect– No default table named"Item"exists in ServiceNow.

Possible confusion withsc_cat_item (Service Catalog Items), but this is part of theService Catalogmodule, not a core default table.

D. IssueIncorrect– No"Issue"table exists by default in ServiceNow.

Possible confusion withProblem Management(problemtable), which is separate from Incident Management.

E. ProjectIncorrect–Project Management(pm_project) is part of theProject Portfolio Management (PPM)plugin, which isnot enabled by default.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Default Tables Overview????ServiceNow Table Structure

ServiceNow Docs – Task Table and Extensions????Understanding Task-Based Tables

Official ServiceNow Documentation References: