CSA Exam Dumps - ServiceNow Certified System Administrator

In ServiceNow, when a user wants topersonalize the layout of the columnsin arelated list, they need to click theGear icon (⚙️).

Navigate to a record that contains arelated list.

Look at the top-right corner of the related list for theGear icon.

Click theGear iconto open the "Personalize List Columns" interface.

From there, the user canadd, remove, or rearrange columnsin the related list.

A. Magnifier– A magnifying glass is typically used forsearch functionsbut not for column customization.

B. Context Menu– The context menu (right-click) providesother actionsbut does not allow column layout changes.

C. Pencil– A pencil icon typically representseditingbut not column layout customization.

ServiceNow Personalizing List Views

ServiceNow CSA Training Module:"Personalizing Lists and Forms"

How It Works:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

Knowledge Management (KM)in ServiceNow is the process that enables users tocreate, categorize, review, approve, and browse important informationin acentralized repositorythat is shared across the organization.

Key Features of Knowledge Management:Centralized knowledge basefor storing important information.

Categorization and taggingfor easy search and retrieval.

Approval workflowsto ensure content accuracy.

Role-based access control(User Criteria) for managing visibility.

Integration with Self-Service and Service Catalogfor user assistance.

Example Use Case:A company’sIT support teamdocuments solutions to common IT issues. Employees cansearch the Knowledge Basefor solutions before opening a ticket, reducing the number of support requests.

A. Self-Service Management →Incorrect

Self-Serviceallows users to submit requests and incidents but doesnot manage knowledge articlessystematically.

C. Knowledge-Centered Management →Incorrect

No such term as"Knowledge-Centered Management"in ServiceNow.

The correct industry term isKnowledge-Centered Service (KCS), but ServiceNow usesKnowledge Management (KM).

D. Information Portal Management →Incorrect

No such concept in ServiceNow; portals provide UI access but do not manage structured knowledge bases.

E. Business Information Management →Incorrect

Business Information Management (BIM)focuses onbusiness data strategy, notknowledge sharing.

Why Other Options Are Incorrect?

Knowledge Management Overview

Creating and Managing Knowledge Articles

Official ServiceNow Documentation Reference:

When working withHigh Security Settingsin ServiceNow (such assecurity_admin role), the systemtemporarily elevates your security privileges. To return tonormal admin security levels, the most effective way is tolog out and log back in.

Resets Elevated Security Permissions

Thesecurity_adminrole istemporarily assignedand will beremoved upon logout.

Logging out ensures that you return todefault admin security levels.

Prevents Unintended Access

If you remain inHigh Security Mode, you might makeunauthorized changes.

Logging outensures security compliance.

Best Practice in ServiceNow Security Administration

ServiceNow recommendslogging out after making security changestoavoid accidentally altering critical configurations.

Why Logging Out and Back In is the Correct Answer?

A. Use System Administration > Normal Security moduleIncorrect– No such module exists in ServiceNow.

B. Select Normal roleIncorrect– Youcannot manually remove thesecurity_adminrole. It expires uponsession logout.

D. Select Global Update SetIncorrect– TheUpdate Set selection does not affect security roles.

E. End impersonationIncorrect–Ending impersonation only applies when using the "Impersonate User" feature. It doesnot affect elevated security roles.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Managing High Security Settings📖Elevating Security Roles in ServiceNow

ServiceNow Docs – Logging Out to Reset Security Roles📖Best Practices for Security Admin Role

Official ServiceNow Documentation References:

Conclusion:The correct answer is:

C. Log out and back in

Logging outremoves elevated security roles, restoringnormal admin security levels.

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:

InServiceNow, Favorites allow users to quickly access frequently usedmodules, records, lists, or reports. Favorites can be customized, including renaming them, changing their icons, or modifying their colors.

Changing the Label of a FavoriteTorename or edit a Favorite, you must use thePencil icon (✏️), which indicatesedit mode.

Navigate to theApplication Navigatoron the left-hand side.

Locate theFavoritessection.

Hover over the favorite item you want to rename.

Click on thePencil icon(✏️) to open the edit menu.

Update thelabel(name) and other properties like color or icon.

ClickSaveto apply changes.

A. Clock(Incorrect)

TheClock icontypically representsrecently accessed items, not Favorites.

B. Hamburger(Incorrect)

TheHamburger menu (☰)represents navigation menus but is not used to edit Favorites.

D. Three dots(Incorrect)

TheThree dots (â‹®)often indicate a menu with additional options but do not specifically edit Favorites.

E. Triangle(Incorrect)

NoTriangle iconis used for renaming Favorites.

F. Star(Incorrect)

TheStar icon (⭐)is used toadd or removeFavorites, but not to rename them.

ServiceNow Favorites Overview:https://docs.servicenow.com/en-US/bundle/utah-platform-user-interface/page/administer/navigation-and-ui/task/t_CreateFavorites.html

Steps to Change the Label of a Favorite:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:

In ServiceNow,Pluginsare used to activate additional applications or functionalities within a development instance. A plugin is apackage of features, configurations, and applicationsthat extends the platform’s capabilities.

Plugins introduce new capabilities– They allow you to enable or disable specific functionalities, such as ITSM, CMDB, HR Service Delivery, and Performance Analytics.

Plugins can be installed or activatedfrom theSystem Definition > Pluginsmodule.

Some plugins are available by default, while others require activation by an administrator or ServiceNow support.

Plugins can depend on other plugins, meaning some functionality requires multiple plugins to be activated.

A. App Package:No such term in ServiceNow. Applications in ServiceNow are delivered viaPlugins or App Engine Studio, not "App Package."

B. Updated Pack:Not a ServiceNow term. ServiceNow updates are delivered aspatches or application updates, not an "Updated Pack."

C. Patch:Apatchis a minor update or bug fix released by ServiceNow but does not introduce new functionality.

E. App Updated Set:Update Setstrack changes in a development instance but are used formigrating configurationsbetween instances, not for activating functionality.

ServiceNow Plugins Documentation:ServiceNow Docs

Managing and Activating Plugins in ServiceNow(Admin Guide)

Why is the Correct Answer "Plugin"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:

In ServiceNow,Record Producersallow users to create records in tables through a user-friendly interface in the Service Catalog. Since the goal is to enableonly first-line workersto order the T-shirt, we need to control access based on their role.

ARecord Producerin the Service Catalog is the best way to gather user input (size, color, etc.) and create a new order record in the system.

The"Available For"list allows administrators to restrict access to specificusers or roles.

TheFirst Line [sn_first_line]role is explicitly designed to includeonly first-line workerswhile excluding managers.

Why is Option A Correct?Why Are the Other Options Incorrect?B. Create Catalog Item and use the Not Available list to specify the Manager Group

Catalog Itemsare valid for this use case but using the"Not Available For"list is a less effective approach.

If newmanager rolesorgroupsare added in the future, this method won’t automatically exclude them.

It’s better toexplicitly definewho can access the item rather than relying on exclusions.

C. Create Catalog Item and use the Available For list to specify ITIL [itil] role

TheITIL roleis typically assigned to Service Desk personnel and IT staff,not first-line workers.

This approach would allowmany unintended usersto request the T-shirt.

D. Create Order Guide and use the User Criteria list to specify First Line [sn_first_line] role

Order Guidesare used to bundle multiple catalog items and guide users through a complex ordering process.

Since this scenario only involves asingle item (T-shirt request),using an Order Guide is unnecessary.

ServiceNow Service Catalog Management - Record Producers

ServiceNow User Criteria and Access Control Best Practices

ServiceNow CSA Guide - Managing Roles and Access Restrictions

References to Official Certified System Administrator (CSA) Documentation:

In ServiceNow,Priorityis achoice field, meaning it has predefined values (e.g., 1 - Critical, 2 - High, etc.). If a customer wants to change the values to displayP1, P2, P3, P4consistently across all tasks, you must modify thechoice list valuesfor the Priority field.

Right-click on the Priority fieldin the Incident form.

Select“Show Choices”from the context menu.

In theChoice List Entriestable, modify theLabelvalues to match the internal terminology (P1, P2, P3, P4).

Ensure that the changes applyto all Task-related tables(such as Incident, Change, and Problem).

The“Show Choices”option displays the choice list for that specific field, allowing modifications to the values displayed in the dropdown.

This ensures consistency across all records using thePriorityfield.

A. Configure Lists:Configures list views,not choice field values.

B. Show Options:Not a valid option in ServiceNow for modifying choice fields.

C. Configure Task:Configures the task table settings,not choice list values.

E. Show Choice List:Not a valid ServiceNow menu option.

F. Configure Options:Not a valid option in ServiceNow for modifying choice fields.

Modifying Choice Lists in ServiceNow:ServiceNow Docs

How to Customize Dropdown Fields in ServiceNow

Steps to Modify the Priority Field Choices:Why is the Correct Answer "Show Choices"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:Using“Show Choices”, administrators can updatechoice valueswhile preserving the existingbackend values, ensuring consistency in workflows and reports.