CSA Exam Dumps - ServiceNow Certified System Administrator

In ServiceNow,Import Setsallow administrators toimport and transform datafrom external sources into ServiceNow tables. The platform supports multiple file formats for importing data, includingXML, CSV, and Excel.

XML (Extensible Markup Language)

Used for structured data exchange between systems.

ServiceNow canimport XML filescontaining records formatted according to its schema.

CSV (Comma-Separated Values)

One of the most common formats for bulk data imports.

ServiceNow can processCSV filesand map them to target tables.

Excel (XLS/XLSX)

ServiceNow allows direct imports fromMicrosoft Excel spreadsheets.

Users can upload Excel files via the Import Set UI.

Supported Data Formats for Import Sets:

Import Data:The user uploads a supported file (XML, CSV, or Excel) into an Import Set table.

Mapping:The imported data is mapped to target tables using aTransform Map.

Transformation & Processing:Data is transformed, validated, and inserted into the correct destination tables.

How Import Sets Work in ServiceNow:

A. CSS, SOAP, and Excel→CSS is a styling language, and SOAP is a protocol, not a data format.

C. SOAP, REST, and XML→SOAP and REST areweb service protocols, not file formats used for import sets. XML is valid but alone is insufficient.

D. XML, SOAP, and CSS→SOAP and CSS are incorrect as they are not standard import file formats.

Why Other Options Are Incorrect:

ServiceNow Documentation:Importing Data into ServiceNow

CSA Exam Guide:Coverssupported data formats for Import Sets (XML, CSV, and Excel).

AnUpdate Setin ServiceNow is a mechanism used tocapture configuration changes(such as UI policies, business rules, client scripts, and more) from one instance and move them to another. This ensures that customizations and modifications can be transferred across different ServiceNow instances efficiently.

The process ofretrieving an Update Setfrom another instance follows these key steps:

Verify Update Set is Complete

Before moving an Update Set, it must be marked asCompleteto ensure that all related changes are included.

Navigate toSystem Update Sets > Local Update Setsand confirm that the status is set toComplete.

If the status isIn Progress, the Update Set cannot be retrieved.

Retrieve Update Set

In thetarget instance, navigate toSystem Update Sets > Retrieved Update Sets.

Click"Retrieve Update Set"and provide the remote instance’s URL where the update set exists.

The system will fetch the Update Set from the source instance.

Preview Update Set

Before applying changes, ServiceNow provides apreview optionto check for potential errors or collisions with existing customizations.

Click"Preview Update Set"to initiate validation.

The preview will highlight any skipped records, collisions, or missing dependencies.

Commit Update Set

If the preview is successful (i.e., no critical errors), click"Commit Update Set"to apply the changes to the instance.

Once committed, the changes in the Update Set will be merged into the system's configuration.

"Commit" is the correct final step– after previewing, the Update Set must becommittedto take effect.

"Apply" is incorrect– ServiceNow does not use "Apply" in the Update Set process; instead, it uses "Commit."

"Test Connection" is not part of the Update Set retrieval process– it is relevant forMID Server connectivitybut not for Update Sets.

Why the Correct Answer is "D. Verify Update Set is Complete, Retrieve, Preview, Commit"Thus, the correct sequence is:

✔Verify Update Set is Complete → Retrieve → Preview → Commit

ServiceNow CSA Official Documentation– Update Set Management

ServiceNow Docs - Update Sets(Search for "Update Set Lifecycle")

ServiceNow Community Best Practices on Update Sets

ServiceNow Community(Search for "Best Practices for Update Sets")

ServiceNow Learning Portal - Admin Fundamentals

Available via ServiceNow Now Learning Platform(Look under "Instance Configuration" and "Update Sets")

References from Certified System Administrator (CSA) Documentation:

InServiceNow (and databases in general), data is stored intables, which consist of:

Columns (Fields):Representindividual data attributes(e.g., Name, Email, Status).

Rows (Records):Representindividual entriesin the table (e.g., a specific Incident or User).

Key Concepts:Table

Columns (Fields)

Rows (Records)

Incident

Number, Caller, Priority, Description

Each unique incident entry

User

Name, Email, Role, Department

Each individual user record

A column represents a single field (data attribute), such as "Priority" or "Short Description."

A row represents a record (entry in the table), such as an individual incident or user.

A. A column is a field in the database and a record is one user→Incorrect

Records are not limited to users; a record could be an Incident, Change, or any other entry.

C. A column is one field and a record is one column→Incorrect

Arecord is not a single column; a record consists of multiple fields (columns).

D. A column contains data from one user and a record is one set of fields→Incorrect

Columns contain data for all users/records, not just one user.

A record is one row, not just a set of fields.

Why is "B. A column is one field and a record is one row" the Correct Answer?Why the Other Options Are Incorrect?

ServiceNow Docs: Understanding Tables and Fieldshttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/metadata/concept/c_TablesAndFields.html

References from Certified System Administrator (CSA) Documentation:

TheCommon Service Data Model (CSDM)is a framework provided by ServiceNow that ensures your application's data correctly maps to theConfiguration Management Database (CMDB)tables. It standardizes howconfiguration items (CIs), services, and relationshipsare structured within the CMDB.

Standardized Data Model:Ensures consistent and correct CMDB data structuring.

Alignment with CMDB Best Practices:Helps businesses align their IT assets, services, and business functions effectively.

Better Service Mapping:Provides structured relationships between business services and their technical components.

Compliance & Governance:Ensuresdata integrityby enforcing best practices for CMDB population.

Key Functions of CSDM:

Incorrect Answer Choices Explanation:B. Service Mapping Utility (SMU)– Service Mapping is used fordiscovering and mapping dependenciesbut is not a data model framework.

C. Service Schema Map (SSM)– No such official term exists in ServiceNow documentation.

D. CMDB Class Manager (CMDBCM)– This is a tool used tomanage CI classesbut does not define a data model framework like CSDM.

E. CI Class Manager (CICM)– Incorrect term; CMDB Class Manager is used for CI class hierarchy management, not for mapping applications to CMDB tables.

ServiceNow Documentation: Common Service Data Model (CSDM)CSDM Overview

ServiceNow CMDB Best PracticesCMDB and CSDM Alignment

Official CSA Documentation Reference:

Access Control rules in ServiceNow define who cancreate, read, write, or deleterecords in a table or specific fields. These rules are applied at thetable or field leveland follow a specificnaming convention:

TableName.FieldName

Naming Convention for Access Control Rules:

If an Access Control rule applies to a specifictable, its format isTableName(e.g.,incident).

If it applies to a specificfield, it followsTableName.FieldName(e.g.,incident.major_incident).

Major Incident is a field in the Incident table:

Theincidenttable represents the ITSMIncident Management module.

Major Incidentis aspecific fieldwithin theincidenttable.

To apply anAccess Control Ruleto this field, the rule name must beincident.major_incident.

A. Incident.Major_Incident:Incorrect because ServiceNow Access Control rulesdo not use uppercase table or field names—they are alwayslowercase.

B. incident=>major_incident:Incorrect syntax—ServiceNow does not use=>in Access Control names.

C. incident<=>major_incident:Incorrect syntax—ServiceNow does not use<=>in rule naming conventions.

D. incident||major_incident:Incorrect syntax—ServiceNow does not use||(logical OR) in Access Control naming.

ServiceNow Access Control Rules Guide:ServiceNow Docs

How to Create and Manage Access Control Rules in ServiceNow

Why is the Correct Answer "incident.major_incident"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:By usingincident.major_incident, we correctly definefield-level securityfor theMajor Incidentfield in theIncident table.

InServiceNow,UI Actionsare used to addinteractive elementslikebuttons, links, and context menu itemsto forms and lists. They can triggerscripts, workflows, or other actionswhen clicked.

Form Buttons– Buttons that appear on a form (e.g.,Save, Update, Resolve Incident).

List Buttons– Buttons that appear in a list view and perform actions on multiple records.

Related Links– Links that appear in theRelated Linkssection of a form and provide quick navigation or actions.

Common Types of UI Actions:SinceForm Buttons, List Buttons, and Related Linksare alltypes of UI Actions, they arevalid UI Actions.

Search is a built-in system functionalitythat allows users to find records but doesnot involve UI Actions.

UI Actionsexecute predefined actions, whereasSearch simply retrieves and filters data.

ServiceNow search functions (Global Search, List Search, and Quick Search)arenot part of UI Actions.

B. Form Buttons→Valid UI Action

Appears on forms (e.g.,Submit, Save, Update).

C. List Buttons→Valid UI Action

Used in list views for bulk actions (e.g.,Close All, Approve Selected).

D. Related Links→Valid UI Action

Provides quick links in forms (e.g.,View CI Details, Reopen Ticket).

ServiceNow Docs: UI Actions Overviewhttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/form-administration/concept/c_UIActions.html

ServiceNow CSA Official Training Guide (UI Actions & User Interface Customization)

Why "Search" is NOT a UI Action?Why the Other Options Are UI Actions?References from Certified System Administrator (CSA) Documentation:

Thekey differencebetweenReportingandPerformance Analytics (PA)is how they handle data over time.

Showsreal-time datafrom tables.

Runs queries on dataat the momentthe report is generated.

Cannot analyze historical trendsunless data is manually stored.

Used forstatic reports, lists, charts, or dashboards.

Capturessnapshotsof data at scheduled intervals (e.g., daily, weekly).

Tracks trends and KPIs (Key Performance Indicators)over time.

Helps organizationsforecast and analyze historical patterns.

Used forbusiness intelligence and proactive decision-making.

ReportingPerformance Analytics (PA)

Incorrect Answer Choices Explanation:B. Performance Analytics can show trends; Reports cannot.

Reporting can show trends usingaggregated data(e.g., grouped by date), butPA is specifically designedfor tracking trends over time.

C. Reports can be run on a scheduled basis; Performance Analytics cannot.

BothReports and PA can be scheduledto run at regular intervals.

D. Performance Analytics data can be published to Dashboards; Reports cannot.

Reportscanbe published todashboards, just like Performance Analytics.

E. Performance Analytics shows KPIs; Reporting does not.

Reports candisplay KPIsusing calculated metrics and aggregations, butPA is optimizedfor KPI tracking over time.

Performance Analytics vs. Reporting

ServiceNow Reporting Overview

Official CSA Documentation Reference:

When usingHigh Security Settingsin ServiceNow, administrators often gaintemporary elevated privileges. To revert to normal security levels, they mustlog out and back into refresh their session.

High Security Settingsprovide elevated security configurations and mayoverride standard role-based access controls.

Logging outclears any temporary security settingsand restores normal administrator privileges.

This is therecommended practiceafter making security changes.

Why is Option B Correct?

Why Are the Other Options Incorrect?A. Select Normal role

Incorrectbecausethere is no "Normal" rolein ServiceNow.

C. Use System Administration > Normal Security module

Incorrectbecausethere is no "Normal Security" modulein ServiceNow.

D. Select Global Update Set

Incorrectbecause Update Sets controlcustomizations and configurations,not security settings.

E. End Impersonation

Incorrectbecause ending impersonation onlyswitches back to the admin accountif you were impersonating a user.

Itdoes not resetsecurity settings from High Security Mode.

ServiceNow CSA Guide - High Security Settings

ServiceNow Best Practices - Managing Security Configurations

References to Official Certified System Administrator (CSA) Documentation: