CSA Exam Dumps - ServiceNow Certified System Administrator Questions and Answers

InServiceNow, afieldis asingle data pointin a table, similar to acell in a spreadsheet.

Fields store specific datain a table, such as:

Short Description(text field)

Priority(choice field)

Assignment Group(reference field)

Each record consists of multiple fields

Example: In theIncident table, a singleIncident recordcontains multiple fields such as:

Number(INC0012345)

State(In Progress)

Assigned To(John Doe)

Fields have different data types

Text, Integer, Choice, Date/Time, Reference, etc.

Understanding Fields in ServiceNow:

B. A field is a table rowIncorrect– Atable rowrepresents anentire record, not just asingle field.

Arecordconsists of multiplefields(columns).

C. A field is an item that appears in a menu listIncorrect– Menu items areUI elements, not database fields.

Afieldispart of a table, while a menucontains navigation links.

D. A field is a record in a tableIncorrect– Arecordis afull row of data, which includesmultiple fields.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Understanding Tables, Records, and Fields????Tables and Fields Overview

ServiceNow Docs – Field Types and Definitions????Field Data Types

Official ServiceNow Documentation References:

Conclusion:The correct answer is:

A. A field is a table cell that stores data.

Afieldis asingle piece of datawithin a record, much like acell in a spreadsheet.

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:

Understanding Service Catalog Components:

In ServiceNow, theService Catalogprovides a structured way for users to request services.

ARecord Produceris a special type of catalog item that createsrecords in a specific table(e.g., creating anIncidentrecord when submitting a "Get Help" form).

Why "Create Record Producer" is the Correct Answer:

ARecord Producerallows users to submit requests using a form thatcreates recordsin a specified table (in this case, the Incident table).

The submitted formautomatically routesthe record to theService Deskbased on assignment rules.

Itimproves user experienceby simplifying the incident creation process.

Why Other Answers Are Incorrect:

B. Create Catalog Item→ Catalog Items are used for ordering products or services (e.g., laptop requests) but do not create Incident records.

C. Create Order Guide→ Order Guides are used for grouping multiple Catalog Items into asingle request, not for creating Incidents.

D. Create Content Item→ Content Items provide links or information, but they do not create records in ServiceNow.

Best Practice Solution:

Navigate toService Catalog → Record Producersand create a newRecord Producerfor theIncident table.

Set appropriate fields, workflow, and assignment rules to ensure proper routing to theService Desk.

In ServiceNowKnowledge Management, access to knowledge articles is controlled through access settings in theKnowledge Baserecord. The"Can Read"tab is used to specify which users, groups, or roles canview knowledge articlesin a particular Knowledge Base.

????Why "Can Read"?

TheCan Readlist defines theusers, groups, or roles that can access and view articlesin a specific Knowledge Base.

This ensures thatsensitive or restricted knowledge is only available to authorized users.

If no restrictions are set in theCan Readtab, the knowledge base ispublicly accessibleto all users.

????Steps to Configure "Can Read" Permissions:

Navigate toKnowledge Management > Knowledge Bases.

Open a specificKnowledge Base record.

Go to theCan Readtab.

Add the users, groups, or roles that should be able to read the articles.

Save the record.

????Incorrect Options Explained:

A. Access List– No such tab exists in Knowledge Management.

B. Can Access– Incorrect name; the correct tab isCan Read.

C. Accessible to– Does not exist in the Knowledge Base settings.

????Reference:

ServiceNow Knowledge Management User Roles

Managing Knowledge Base Access

Tomodify the order of fields on a formin ServiceNow, you have two main options:

Form Layout(A - Correct Answer)

Navigation:Context Menu > Configure > Form Layout

Allows you to rearrange fields using a simplelist-based interface.

You can add, remove, or reorder fields quickly.

Form Design(C - Correct Answer)

Navigation:Right-click on the form header > Configure > Form Design

Opens adrag-and-drop interfacefor modifying form layout.

Provides more advanced customization options, including sections, tabs, and field arrangements.

B. Context Menu > Form > Layout

No such menu option exists in ServiceNow.

D. Context Menu > Configure > Form Designer

There is no direct"Form Designer"option in the context menu; instead, it's accessed viaConfigure > Form Design.

E. Right-click on header > Configure > UX Dashboard

UX Dashboard is used forUI pages, dashboards, and workspace configurations, not form layout changes.

Configuring Forms in ServiceNow

Using Form Designer

Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:

Detailed Explanation:

To edit the title of an application menu in ServiceNow:

Option C:Using the Navigator, selecting the application name, and clicking the pencil icon allows quick title adjustments.

Option D:Going toSystem Definitions > Application Menusand selecting the application provides comprehensive options for editing the application menu title and related settings. These approaches streamline menu customization and improve navigation. (Reference: ServiceNow Documentation - Application Menu Customization)

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When an item isordered from the Service Catalog, two main records are created in ServiceNow:

sc_req_item(Requested Item - RITM)

Representseach individual itemin the order.

Tracks the approval process, fulfillment, and delivery for that specific item.

sc_task(Service Catalog Task - SCTASK)

Used toassign workto different fulfillment teams (e.g., IT, HR).

A singlesc_req_itemmay generate multiplesc_taskrecords.

A user orders aMacBook Profrom the Service Catalog.

ARequest (REQ#)is created.

ARequested Item (RITM#)is generated to track the MacBook order.

One or moreService Catalog Tasks (SCTASK#)are created for fulfillment (e.g., Procurement, Shipping).

C. A change record

Change records (chg_request) are created only if thecatalog item is linked to Change Management, which is not always the case.

D. An Incident record

Incidents (incident) are created forissues or break/fix cases, not for service requests.

E. A problem record

Problem records (problem) are used forroot cause analysis, not service catalog requests.

In ServiceNowFlow Designer, when an action is executed within a flow, it generates aruntime valuethat remains consistent throughout the flow execution. This value is known as adata pill runtime value.

????Understanding Data Pill Runtime Values:

Definition:A data pill represents dynamic data retrieved from a trigger, action, or step in a flow.

Behavior:When a flow runs an action, it produces adata pillthat stores the generated value. This value remains unchanged for the duration of the flow’s execution.

Usage:These values can be used in conditions, other actions, or as inputs to subsequent steps.

????Key Features of Data Pills in Flow Designer:

Persistency:The data pill’s value remains the same throughout the flow’s execution.

Accessibility:Data pills can be referenced throughout different actions in the flow.

Dynamic Population:Data pills dynamically capture runtime values, eliminating the need for hardcoding.

????Example Scenario:

Suppose a flow is triggered when a new incident is created. The incident’ssys_idis stored as adata pilland can be referenced in subsequent actions, such as sending an email notification or updating the record.

????Reference:

ServiceNow Docs: Understanding Data Pills in Flow Designer

ServiceNow Flow Designer Training: Flow Designer Basics

In ServiceNow, when working with large lists of records, users canquickly filterrecords based on specific column values using built-in list functionalities.

A. On the list, locate and right-click on the value Hardware, select Show Matching

This is thefastestway to filter a list.

Steps:

Locate a record with theCategory = Hardwarevalue.

Right-clickon the word "Hardware."

Select"Show Matching"from the context menu.

The list is now filtered to display only records withCategory = Hardware.

B. Click Funnel icon, type Hardware, and click enter

TheFunnel icon(Filter) is used to createadvanced filters, but youcannot directly type"Hardware" into it.

You would need to manually create a filter condition:

Category→is→Hardware

C. On the Category column header, right-click and select Show > Hardware

Incorrect terminology—There is no"Show > Hardware"option.

Instead, you would need to useShow Matching(Answer A).

D. Right-click on magnifier, type Hardware, and click enter

There is no"magnifier"(search icon) method that filters records this way.

E. On Breadcrumb, click > icon, type Hardware, and click enter

Breadcrumbsprovide a visual representation ofexisting filters, but you cannotdirectly type values into breadcrumbs.

TheConfiguration Management Database (CMDB)in ServiceNow is a core component of IT Service Management (ITSM), allowing organizations to track Configuration Items (CIs) and their relationships. There are threekey tablesthat form the foundation of the CMDB:

cmdb (Base CMDB Table):

This is the parent table for all Configuration Items (CIs) in the CMDB.

It contains the foundational structure upon which all other CMDB-related tables are built.

It does not store CI records itself but serves as the primary reference table.

cmdb_ci (CI Base Class Table):

This is thebase classfor all Configuration Items (CIs).

All specific CI classes (such as servers, applications, networks) extend from this table.

It holds general CI attributes that are common across all CI types.

cmdb_rel_ci (CMDB Relationship Table):

This table defines relationships between different Configuration Items.

It stores dependencies and associations between CIs, such as a server hosting an application.

Relationships are critical for impact analysis and dependency mapping.

B. sn_cmdb_bak & E. cmdb_bak:

These tables donotexist in the standard CMDB schema. They may be mistaken for potential backup tables, but they are not official CMDB tables.

D. sn_cmdb & G. sn_cmdb_ci:

Prefix"sn_"generally indicatesScoped Application Tablesin ServiceNow.

Standard CMDB tables exist in theglobal scopewithout the "sn_" prefix.

"sn_cmdb" and "sn_cmdb_ci" arenotkey tables in theglobal CMDB architecture.