CSA Exam Dumps - ServiceNow Certified System Administrator

In ServiceNow,Tagsare used tocategorize, flag, and quickly locate recordswithin the system. Tags help users organize records for easy retrieval and filtering.

User-created or system-defined tagsallow for custom categorization of records.

Tags can beapplied to any record, such asincidents, changes, knowledge articles, or tasks.

Users canfilter records based on tagsfor quick access.

Tags arepersonal(for individual users) orglobal(shared across users).

Incident Management:

A user can tag"High Priority"incidents for quick reference.

Knowledge Base Articles:

Articles related topassword resetcan be tagged as"Password Issues"for easier searchability.

Service Catalog Requests:

Users can tag frequently used catalog items as"Common Requests".

Key Features of Tags in ServiceNow:Example Use Cases of Tags:

Tags categorize and organize records, making them easy to find.

They act ascustom labelsthat help users filter and retrieve records efficiently.

They arebuilt-in featuresin ServiceNow and can be managed from theTag Management module.

Why "C. Tags" is the Correct Answer?

A. Search – Incorrect

TheSearch functionhelps users find records but does not categorize or flag them.

B. Favorites – Incorrect

Favoritesallow users tobookmark frequently accessed modules and reports, but they do not categorize records.

D. Bookmarks – Incorrect

Bookmarksare not a native ServiceNow feature for categorizing records;Favoritesserve this function instead.

Explanation of Incorrect Options:

ServiceNow Docs: Using Tags to Organize Records

ServiceNow CSA Study Guide – Navigating and Searching in ServiceNow

ServiceNow Product Documentation: Managing and Filtering Tagged Records

References from Certified System Administrator (CSA) Documentation:

In ServiceNow, every record in a table has a unique 32-character identifier calledsys_id. This ID uniquely identifies a record and is stored in thesys_id fieldfor every table.

sys_id is a globally unique identifierassigned to every record in ServiceNow.

It is a 32-character hexadecimal string, ensuring uniqueness across instances.

It remains constant for a record, even if other fields in the record are modified.

sys_id is used in API calls, reference fields, and update setsto track records across environments.

A. sn_rec_id:No such field in ServiceNow.

B. rec_id:Not a valid field in ServiceNow.

C. u_id:Not a standard ServiceNow field. Custom fields may use "u_" prefix butu_id is not a system field.

E. sn_gu_id:No such field in ServiceNow.

F. sn_sys_id:No such standard field in ServiceNow.

G. id:Generic term, but not a standard field in ServiceNow.

ServiceNow Data Model and sys_id Explained: ServiceNow Docs

sys_id Best Practices for Data Management

Why is the Correct Answer "sys_id"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:Thesys_idis crucial for tracking and managing records efficiently in ServiceNow and plays a key role in integrations, workflows, and automation.

InServiceNow, you can add additional fields to a form using either:

Form Layout(for quick field additions)

Form Designer(for a drag-and-drop UI approach)

Context Menu > Configure > Form Layout (B)

This allows administrators toadd or remove fieldsin a simplelist-based interface.

Used when only minor modifications are needed.

Context Menu > Configure > Form Design (C)

Opens theForm Designer, adrag-and-drop UI editorfor configuring forms.

Allows users torearrange fields, sections, and tabseasily.

A. Context Menu > Form > Layout(Incorrect)

The correct path isConfigure > Form Layout, not "Form > Layout."

D. Right-click on header > Add > Field(Incorrect)

Right-clicking the form headerdoes not provide an option to add fields directly.

E. Context Menu > Form > Designer(Incorrect)

The correct option isConfigure > Form Design, not "Form > Designer."

F. Right-click on header > Configure > UX Dashboard(Incorrect)

UX Dashboards areused for analytics and reporting, not form configuration.

Form Layout in ServiceNow:https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/form-administration/task/t_ConfigureFormLayout.html

Form Designer Overview:https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/form-administration/concept/c_FormDesigner.html

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

Detailed Explanation:

In ServiceNow, when reporting data is required from multiple tables and dot-walking isn’t feasible, creating aDatabase Viewis often the best approach. A Database View allows joining multiple tables virtually without creating new records, making it highly efficient for reporting. This view can then be used as a data source for reports, pulling information across tables without physically combining data. According to ServiceNow documentation, this is especially useful for creating complex reports that rely on data relationships across tables without altering the underlying data structure. (Reference: ServiceNow Documentation - Database Views)

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TheCMDB Use Case Modeleris aframework in ServiceNowthat helpsmanage tables, Configuration Items (CIs), and relationshipsin theCMDBbased onspecific use cases.

Manages Tables and CIs for Specific Use Cases

Helpsorganizations align their CMDB with business needs.

Providesvisual modeling toolstostructure tables and relationships.

Supports CMDB Best Practices

Ensuresdata integrity, compliance, and governancein CMDB.

Helpsoptimize CMDB for ITSM, ITOM, and ITAM use cases.

Facilitates CMDB Implementation and Maintenance

Simplifies the process ofdefining relationships between CIs.

Enablesvisualization of how CIs interact within business services.

Why "CMDB Use Case Modeler" is the Correct Answer?

A. Common Service Data Model (CSDM) product viewIncorrect–CSDM is a frameworkfor structuring CMDB data butdoes not include a modeling toollike the CMDB Use Case Modeler.

B. Service DashboardIncorrect– No such featuredirectly manages tables and CIsfor a use case.

D. CI Use Case ModelerIncorrect– No standard"CI Use Case Modeler"exists in ServiceNow.

Incorrect Answer Choices Analysis:

ServiceNow Docs – CMDB Use Case Modeler📖Understanding CMDB Use Case Modeler

ServiceNow Docs – CSDM vs CMDB Use Case Modeler📖How CMDB Aligns with CSDM

Official ServiceNow Documentation References:

In ServiceNow,User Criteriais the mechanism used to control and determine user access toknowledge bases (KBs) and knowledge articles. User criteria define which users, groups, or roles canread, write, and contributeto a knowledge base or specific articles within it.

How User Criteria Works:User Criteria are applied at both theknowledge baselevel and theknowledge articlelevel to manage access. They can be configured with specific conditions to allow or restrict access based on:

Users(specific users can be added directly)

Groups(access can be granted to a specific user group)

Roles(users with specific roles can be given access)

Advanced conditions(such as department, company, location, etc.)

A knowledge base can havemultiple user criteria, and a single user criterion can apply to multiple knowledge bases.

Read User Criteria– Determines who can view the knowledge base or an article.

Write User Criteria– Determines who can create, edit, or contribute knowledge articles.

Exclusions– You can exclude users or groups from accessing specific knowledge bases or articles even if they meet other conditions.

A. sn_kb_read, sn_article_read:

These are not standard ServiceNow permissions for controlling knowledge access.

In ServiceNow, permissions are managed through roles and user criteria, not direct ACL names like these.

B. Privacy Settings:

ServiceNow does not use "Privacy Settings" as an access control mechanism for knowledge bases.

Privacy settings might be relevant in other contexts, such asuser profiles or system preferences, but not for knowledge access control.

C. Read Access Flag:

There is no "Read Access Flag" in ServiceNow's knowledge management module.

Access is controlled viaUser Criteria, Roles, and Knowledge Base Settings.

Key Features of User Criteria in Knowledge Management:Why Other Options Are Incorrect?Official ServiceNow Documentation References:For more details, refer to the official ServiceNow documentation:

User Criteria for Knowledge Bases

Managing Knowledge Base Access

Knowledge Management User Criteria

InServiceNow Flow Designer, aflowis an automated process that consists of actions, conditions, and triggers.Two key componentsdetermine when a flow should run:

Trigger

Defineswhenthe flow should execute.

Examples:

When arecord is created/updated/deleted.

When anAPI call is received.

On ascheduled basis.

Condition

Specifiesadditional criteriathat must be met for the flow to proceed.

Examples:

If thepriority is High.

If thestatus is Resolved.

Aflowis designed tosend an email notificationwhen ahigh-priority incident is assigned.

Trigger:"Incident table → When a record is updated."

Condition:"Priority = High AND State = Assigned."

A. Trigger and Condition Pill

No such term as "Condition Pill"exists in Flow Designer.

B. Scope and Trigger Condition

"Scope" defines theapplication boundary, not when a flow runs.

D. Trigger Criteria and Clock

"Clock" is not usedfor defining flow execution.

E. Condition and Table

Atable does not define when a flow runs; it only stores records.

Understanding Choice Fields in ServiceNow:

AChoice fieldprovides a drop-down list ofpredefined valuesthat users can select from.

These fields are useful whenstandardized inputsare required (e.g., Status: Open, In Progress, Closed).

Why "Choice" is the Correct Answer:

AChoice fieldstores predefined options that users can select from a dropdown.

It ensuresdata consistencyby limiting inputs to a set of defined values.

Administrators can configure Choice fields inSystem Definition → Tables & Columnsby adding choices to specific fields.

Why Other Answers Are Incorrect:

B. Picker→ ServiceNow does havereference pickers(e.g., User Picker, Date Picker), but these are not used for predefined choice selections.

C. Drop down→ While a Choice fieldappearsas a dropdown, "Drop down" is not an official ServiceNow field type.

D. Option→ "Option" is a general term and not a specific ServiceNow field type.

Best Practice Solution:

To create or modifyChoice fields, go toSystem Definition → Tables & Columns, select the desired table, and edit the field properties.

UseChoice Liststo manage predefined values efficiently.