CSA Exam Dumps - ServiceNow Certified System Administrator Questions and Answers

In ServiceNow, eachKnowledge Base (KB)can have unique configurations, includinglifecycle workflows, user criteria, category structures, and management assignments. This flexibility allows organizations to manage knowledge articles according to different business needs, departments, or service functions.

Each knowledge base can have a customworkflowthat defines how articles are created, reviewed, published, and retired.

Examples of workflow stages:Draft → Review → Published → Retired.

Workflows ensure proper governance and content accuracy before publishing.

ServiceNow allows administrators to defineUser Criteriato controlwho can read, create, or contributeto a knowledge base.

Example:

IT Knowledge Base is only accessible to users with theITIL role.

HR Knowledge Base is only available toHR employees.

Each knowledge base can have a uniquecategory hierarchyto organize articles efficiently.

Example:

IT KB Categories:Hardware, Software, Network.

HR KB Categories:Benefits, Policies, Payroll.

Different knowledge bases can have different owners or managers.

Example:

IT KB is managed byIT Support Team.

HR KB is managed byHR Admins.

ServiceNow allows multiple knowledge bases with distinct configurations.

Each knowledge base can haveits ownworkflow, user criteria, categories, and managers.

This ensuresflexibility and proper governancein knowledge management.

ServiceNow Docs: Knowledge Management Overview

ServiceNow CSA Study Guide – Knowledge Base Administration

ServiceNow Product Documentation: Configuring Knowledge Bases

Key Aspects of Knowledge Base Customization:1. Unique Lifecycle Workflows2. User Criteria (Access Control)3. Category Structures4. Management AssignmentsWhy "A. True" is the Correct Answer?References from Certified System Administrator (CSA) Documentation:

In ServiceNow, every table has a uniqueplatform name(also known as thedatabase nameorsys_id). The table that stores user records in ServiceNow is called"sys_user".

Table Name:sys_user

Purpose:Stores user records, including their roles, group memberships, and personal details.

Location in ServiceNow:You can access this table by navigating to:All → Users and Groups → Users

Key Fields in sys_user Table:

User ID (user_name)– Unique identifier for the user.

Name (name)– Full name of the user.

Email (email)– Email address of the user.

Roles (roles)– Defines user permissions in the system.

Active (active)– Indicates if the user is active in the system.

A. u_users– Incorrect. The prefixu_is typically used forcustom tablescreated by administrators. This is not a default system table.

B. sys_users– Incorrect. The correct name issys_user(singular), notsys_users. ServiceNow follows a singular naming convention for system tables.

C. x_users– Incorrect. The prefixx_is reserved forScoped Applicationscreated within an instance. The User table is a core system table, not a scoped one.

ServiceNow Product Documentation → User Administration → sys_user Table

ServiceNow Tables Reference → sys_user

ServiceNow CSA Study Guide → User and Data Administration

Understanding the sys_user Table:Explanation of Incorrect Answers:References from Certified System Administrator (CSA) Documentation:

InServiceNow, anImport Set Tableis atemporary staging areawhere raw data is storedbefore it is transformed and moved into a target table. It is primarily used indata import processesto ensure data integrity and allow transformation before committing data to production tables.

Stores incoming data from external sources(e.g., CSV files, Excel files, APIs, LDAP, etc.).

Acts as a temporary staging areabefore records are mapped and transformed into atarget table(e.g.,incident,cmdb_ci,problem).

Allows validation and error handlingbefore final data migration.

Uses Transform Mapsto determine how fields in the import set relate to fields in the target table.

Key Functions of an Import Set Table:

Data is importedinto anImport Set Tablefrom an external source.

TheImport Set Table temporarily stores the datawithout affecting existing records.

ATransform Mapis applied to move and modify the data before inserting it into the correct table.

Once transformation is complete, the data is transferred to thetarget table, and the Import Set Table can be cleared.

Example Workflow of an Import Set:

(A) A table where data will be placed, post-transformation – Incorrect

Thetarget table(e.g.,incident,cmdb_ci,problem) holds the dataaftertransformation.

TheImport Set Table is only a temporary staging areabefore transformation occurs.

(B) A table that determines relationships – Incorrect

Relationship tables(e.g.,cmdb_rel_ci) definedependencies between recordsbut are not used for data import.

Import Set Tables do not determine relationships between records.

(C) A staging area for imported records – Correct

Import Set Tables temporarily store incoming recordsbefore processing.

The data is transformed and mappedbefore being inserted into the final target table.

This ensuresdata integrity and consistency.

(D) A repository for Update Set information – Incorrect

Update Sets (sys_update_set) store changes to configurations, such as scripts, workflows, and UI policies.

Import Set Tables are used for data imports, not Update Sets.

Explanation of Each Option:

Always review data in the Import Set Table before applying transformationsto avoid incorrect data entry.

Use Transform Mapsto define field mappings between Import Set Tables and target tables.

Monitor Import Logs(sys_import_set_run) for errors or incomplete data.

Delete old Import Set dataperiodically to improve performance and avoid unnecessary storage usage.

Additional Notes & Best Practices:

ServiceNow Docs: Import Set Overview

https://docs.servicenow.com

ServiceNow Community: Best Practices for Import Set Management

https://community.servicenow.com

References from Certified System Administrator (CSA) Documentation:

InServiceNow, theLoad Data and Transform Mapprocess is used toimport data from external sources(e.g., CSV, Excel, XML) into the ServiceNow platform. TheMapping Assisttool is a feature within this process that helps administrators visually map fields between thesource data(imported file) and thetarget tablein ServiceNow.

Load Data:

Data is imported from an external source (e.g., CSV file, Excel spreadsheet, XML data).

The imported data is temporarily stored in astaging table(Import Set Table).

Transform Map:

ATransform Mapdefines how fields in the import set should be mapped to the target table in ServiceNow.

It allows datatransformation, filtering, and scriptingduring the import process.

Mapping Assist:

Mapping Assistis avisual toolthat helps administrators easily map fields between the import set and the target table.

It provides adrag-and-drop interfaceto connect fields.

Helps preventerrors in field mapping, ensuring data integrity.

Understanding the Load Data and Transform Map Process

Why Answer "D" is Correct:✔️"Mapping fields using a Field Map."

TheField Mapis created in theTransform Mapto define how fields from the import set match fields in the target table.

Mapping Assistis used tovisually linkthese fields, making it easier to set up the transformation process.

Why the Other Answers Are Incorrect:A. "Mapping fields using the Import Log."

Incorrectbecause theImport Logtracks the progress of an import job but does not provide field mapping.

The Import Log is used fortroubleshooting errors, not for mapping fields.

B. "Mapping fields using Transform History."

IncorrectbecauseTransform Historytracks past transformations and changes made during imports, but it isnot used for mapping fields.

It is used forauditing and debugging transformations, not field mapping.

C. "Mapping fields using an SLA."

IncorrectbecauseSLAs (Service Level Agreements)are used for tracking and enforcing deadlines on tasks,not for data mapping.

SLAs have no role in theLoad Data and Transform Mapprocess.

ServiceNow CSA Study Guide – Import Sets & Data Transformation

ServiceNow Docs: Transform Maps & Field Mapping(ServiceNow Documentation)

ServiceNow Docs: Mapping Assist Feature

References from the Certified System Administrator (CSA) Documentation:

In ServiceNow, knowledge articles can bemarked for reviewusing the"Flag article"feature. This allows users toindicate issuessuch as outdated content, incorrect information, or necessary updates.

Users can flag an articleif they believe it needs review or corrections.

The flagged article appears in theKnowledge Management Dashboard, where knowledge managers can track flagged articles.

Knowledge managers or owners canreview flagged articlesand make necessary updates or retire them if needed.

How the "Flag Article" Feature Works:

B. Review→ No such option exists in ServiceNow for marking an article for review. However, knowledge managers can schedule article reviews manually.

C. Bookmark→ Used tosavefrequently accessed articles for personal reference but does not indicate that the article needs a review.

D. On Hold→ Applies to workflows or approvals but is not a method for marking an article for review.

Why Other Options Are Incorrect:

ServiceNow Documentation:Flagging a Knowledge Article

CSA Exam Guide:Covers theFlag Articlefunction as a key feature in Knowledge Management.

Reference from CSA Documentation:Thus, the correct answer is:

A. Flag article

Aformatterin ServiceNow is aUI elementthat is added to a form to display useful information that isnot stored as a field in the database record.

Itenhances the form UIby providing additional context or tools for users.

Formattersdo not store datain the underlying database table.

They aredrag-and-drop elementsthat can be added to forms using theForm Layout editor.

Activity Formatter– Displays the history of updates, comments, and work notes.

Process Flow Formatter– Shows a graphical representation of the record's workflow.

Parent Breadcrumb Formatter– Displays the hierarchy of parent-child relationships.

CI Relations Formatter– Shows Configuration Item (CI) relationships in CMDB.

User Approval Formatter– Displays approval status and history.

Key Characteristics of a Formatter:Common Examples of Formatters in ServiceNow:

Why is Option B Correct?A formatter is a form element used to display information that is not a field in the record.

It provides additionalvisual or functional elementson a form without altering stored data.

Why Are the Other Options Incorrect?A. "A formatter allows you to configure applications on your instance."

Incorrect:Formattersdo not configure applications; they only modify the form layout for better user experience.

Correct Alternative:Application configuration is done viaSystem ApplicationsorApplication Navigator.

C. "A formatter allows you to populate fields automatically."

Incorrect:Formattersdo not fill or modify fields.

Correct Alternative:Business Rules, Client Scripts, and UI Policieshandle field population.

D. "A formatter is a set of conditions applied to a table to help find and work with data."

Incorrect:Thecorrect term for this is a Filter or Condition Builder, not a Formatter.

Correct Alternative:Filters are used inList Views, Reports, and Business Rules.

Reference from Certified System Administrator (CSA) Documentation:????ServiceNow Docs – Form Layout and Formatters

????ServiceNow Formatters Documentation

"A formatter is aform element that displays information that is not a field in the recordbut enhances the user experience."

Connect Chatis the real-time messaging tool in ServiceNow that allows logged-in users to communicate instantly within the platform. It provideslive, interactive conversationsbetween users, which is particularly useful for collaboration in IT Service Management (ITSM), HR, and other ServiceNow modules.

Primary Functionality:

Enablesreal-time conversationswithin ServiceNow.

Allows communication betweenindividual users, groups, and support teams.

Can be integrated into variousServiceNow applications(e.g., Incident Management, HR Service Delivery).

Where to Access It:

Users can accessConnect Chatfrom theConnect Sidebar(a chat window on the right side of the screen).

Available under:All → Connect Chat.

Key Features:

Supportsone-on-one and group conversations.

Integrates withwork notes and commentson ServiceNow records.

Providesnotifications and presence indicatorsto show who is online.

Understanding Connect Chat:

B. Now Messenger– Incorrect.

No such tool calledNow Messengerexists in ServiceNow.

C. User Presence– Incorrect.

User Presenceallows users to seewho is onlinein the system but does not provide chat functionality.

D. Comments– Incorrect.

Commentsare used to provideasynchronous updateson records but do not enablereal-time communication.

Explanation of Incorrect Answers:

ServiceNow Product Documentation → Connect Chat

ServiceNow CSA Study Guide → Collaboration Tools in ServiceNow

ServiceNow Knowledge Base → Connect Chat vs. User Presence

References from Certified System Administrator (CSA) Documentation:

ARecord ProducerinServiceNowis atype of Catalog Itemthat allows users to create records intables(such as Incidents, Change Requests, or HR Cases) from theService Catalog. It provides asimplified and user-friendly interfacefor users to submit structured data without needing direct access to the actual form or database tables.

Key Features of a Record Producer:✔Creates task-based recordsin the appropriate table (e.g.,incident,sc_task,problem).

✔Uses a simplified forminstead of the standard form view of a record.

✔Can trigger workflows and business ruleswhen submitted.

✔Maps user inputs to table fieldsviaVariable Mappings.

An employee wants toreport a broken laptopbut does not need to see the fullIncident form.

The IT team creates aRecord Producernamed "Report an IT Issue" in theService Catalog.

The Record Producercollects user input(e.g., issue description, urgency, contact information).

Upon submission, itcreates an Incident record (incidenttable)in ServiceNow.

Example Use Case:

Why the Correct Answer is D:D. A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog(Correct)

This is the most accurate description of aRecord Producer.

It allows users tocreate recordsin a specifiedtask table (Incident, Change, Request, etc.)through theService Catalog.

Why the Other Options Are Incorrect:A. A Record Producer is a type of Catalog Item that is used for Requests, not Services (Incorrect)

Record Producers are not limited to Requests.

They can create various types of records, including Incidents, Change Requests, and HR Cases.

B. A Record Producer creates user records (Incorrect)

A Record Producerdoes not create user records(users are managed in thesys_usertable).

Instead, itcreates task-based recordsin other tables likeincidentorsc_task.

C. A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests (Incorrect)

Order Guides, not Record Producers, handlebundling multiple Catalog Items into a single request.

ARecord Producer creates a single recordin a defined table.

Comparison: Record Producer vs. Other Catalog ItemsFeature

Record Producer

Standard Catalog Item

Order Guide

Creates a record in a ServiceNow table

Yes

No

No

Used to order physical/digital goods

No

Yes

Yes

Can bundle multiple requests

No

No

Yes

Uses a form-based submission

Yes

Yes

Yes

ServiceNow providesfive primary rolesthat define access and permissions within the platform. These roles help structure user responsibilities and ensure that users only have access to the necessary functions.

Thehighest level of accessin ServiceNow.

Can manage all platform features, applications, data, and configurations.

Has control overusers, security settings, system properties, and scripting capabilities.

Example: A ServiceNow admin configuring new workflows, modifying tables, or setting up instance-wide settings.

Manages specific applications or functionalities within ServiceNow.

Includes roles such as:

knowledge_admin(Manages Knowledge Base)

report_admin(Manages Reports)

catalog_admin(Manages Service Catalog)

Example: A Knowledge Base Administrator controlling access to articles and updating knowledge categories.

Users with theITIL rolewho perform IT Service Management (ITSM) tasks.

Cancreate, update, and resolve recordssuch as incidents, problems, changes, and requests.

Example: A service desk agent handling incidents and requests.

Users with theApprover rolecanapprove or reject requests, such as change requests or access requests.

Can view or modify approval records directed to them but cannot fulfill other ITIL tasks.

Example: A manager approving a new software installation request.

Basic userswith no assigned roles.

Cansubmit requests, view their own tickets, and access public pages(e.g., Knowledge Base, Catalog).

Example: An employee submitting a request for laptop repair via the ServiceNow portal.

1. System Administrator (admin)2. Specialized Administrator3. Fulfiller (ITIL Role)4. Approver5. Requester (Employee Self-Service - ESS)

These roles form thefoundation of role-based access control (RBAC)in ServiceNow.

They ensure that usersonly access the data and functions relevant to their job responsibilities.

Additional roles can be assigned based on business needs, but these five cover the core platform functionalities.

Why These Are the Provided Roles in ServiceNow:

ServiceNow Documentation:User Roles in ServiceNow

CSA Exam Guide:CoversSystem Administrator, Specialized Administrator, Fulfiller, Approver, and Requesteras the standard user roles.

Reference from CSA Documentation:Thus, the correct answer is:

A. System Administrator, B. Specialized Administrator, C. Fulfiller, D. Approver, E. Requester

ARelated Listin ServiceNow is used to display records from other tables that are related to the current record. It helps users view and manage associated records without navigating away from the main record they are working on.

Related Lists appear at the bottom of a form view.

They display records from tables that have a relationship (via reference fields, many-to-many relationships, or database joins) with the current table.

Users can add, remove, or modify related records directly from the Related List, depending on their permissions.

Key Features of Related Lists:Why "D. To present related records" is the correct answer?Related Lists show records from another table that have a relationship with the current record. For example:

AnIncidentrecord may have a Related List showing allTasksassociated with it.

AUserrecord may have a Related List displayingGroup Memberships.

AChange Requestrecord may have a Related List displaying all relatedCI (Configuration Items).

Option A: "To create a one-to-many relationship"– Incorrect. While Related Lists often display one-to-many relationships, they do not create them. Relationships are defined throughreference fields,many-to-many tables, ordatabase joins.

Option B: "To dot-walk to a core table"– Incorrect. Dot-walking allows users to access related fields from referenced records, but it is not the purpose of a Related List.

Option C: "To present related fields"– Incorrect. Related Lists display related records, not just individual fields. Related fields can be accessed using dot-walking or reference fields but are not the same as Related Lists.

ServiceNow Product Documentation - Related Lists

ServiceNow CSA Study Guide - Configuring Forms and Lists

ServiceNow Docs: Relationships in Tables

Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation: