CSA Exam Dumps - ServiceNow Certified System Administrator

TheFilter Navigatorin theApplication Navigatoris a powerful search tool inServiceNowthat allows users toquickly find applications and modulesby typing keywords instead of manually browsing through the navigation menu.

Quick Navigation:

Users can type thename of an application or moduleto locate it instantly.

Example: Typing"incident"in the Filter Navigator will show links to"Create New Incident," "All Incidents," "Open Incidents," etc.

Dynamic Filtering:

The list of applications and modulesdynamically updatesas you type.

Helps users findrelevant sectionswithout scrolling through the full menu.

Keyboard Navigation Support:

Users canuse the keyboard (arrow keys and Enter)to navigate through the filtered results.

Time-Saving Feature:

Reduces the need toexpand and collapse menus manually.

Especially useful fornew users or users working across multiple modules.

Key Functions of the Filter Navigator:Why Option B is Correct?The Filter Navigator is specifically designed to help users quickly search and navigate to applications and modules.

Why Other Options Are Incorrect?A. Filter applications in order of use→ Incorrect

The Filter Navigatordoes not sort applications by usage; it simply filters based on text input.

C. Collapse and expand applications→ Incorrect

Expanding/collapsing applications is donemanually, but the Filter Navigator is purely forsearching and filtering.

D. List applications in order of Top Requests→ Incorrect

The Filter Navigatordoes not rank applicationsby usage or requests. It onlyfiltersbased on search input.

ServiceNow Docs – Using the Filter Navigatorhttps://docs.servicenow.com

ServiceNow Learning – Application Navigator and UI Features

References from Certified System Administrator (CSA) Documentation:

ServiceNow allowsa single Catalog Itemto be published tomultiple service catalogs, avoiding duplication while ensuring accessibility for the right users.

Instead ofcreating duplicate catalog items(which would require managing two separate items with the same functionality), we createone Catalog Itemandpublish it in both catalogs (HR and Facilities).

This approach ensurescentralized managementwhile maintaining accessibility for both departments.

It simplifies updates—any changes to the form or workflow will apply toboth catalogs automatically.

Why is Option B Correct?

Why Are the Other Options Incorrect?A. Create one Catalog Item for HR Event Room Set Up and one for Facilities Event Room Set Up; then publish each to the appropriate Catalog.

Incorrectbecause it createsduplicate catalog itemswith thesame functionality, increasing maintenance effort.

C. Create one Catalog Item for Event Room Set Up; then publish to the Parent Catalog, which is accessible to both HR and Facilities.

Incorrectbecausethere is no "Parent Catalog" conceptin ServiceNow.

ServiceNow allowspublishing a single item to multiple catalogs, but there is no need for aparent catalog.

D. Create one Catalog Item for Event Room Set Up; then use ACLs to control access.

Incorrectbecause ACLsrestrict access at a field, table, or record level, but theydo not control where a Catalog Item appears.

Thecorrect approachis topublish the item to multiple catalogsrather than using ACLs.

ServiceNow Service Catalog Management - Publishing Items to Multiple Catalogs

ServiceNow ITSM - Best Practices for Catalog Item Reusability

ServiceNow CSA Guide - Managing Service Catalogs and Items

References to Official Certified System Administrator (CSA) Documentation:

To translateService Catalog itemsinto multiple languages in ServiceNow, theTranslation Framework plugin (com.glide.translation_framework)must be activated. This plugin enablesautomatic translation of text fields, including:

Service Catalog items

Knowledge Base articles

Field labels

UI components

Providesmulti-language supportfor catalog items.

Usesmachine translation or manual translation mapping.

Works with theServiceNow Language Packsto provide localized experiences.

Key Features of the Translation Framework Plugin:

TheTranslation Framework plugin (com.glide.translation_framework)is specifically designed to supportmulti-language content translationfor the Service Catalog.

It allows translation of catalog item descriptions, labels, and options without custom scripting.

Why "B. Translation Framework Plugin" is the Correct Answer?

A. Localization Framework Plugin (com.glide.localization_framework) – Incorrect

This plugin helps withlocalization settingsbut is not specifically for catalog item translation.

C. Multiple Language Framework Plugin (com.glide.multiple.language_framework) – Incorrect

No such plugin exists in ServiceNow.

D. Language AI Framework Plugin (com.glide.language.ai_framework) – Incorrect

This is not a valid ServiceNow plugin.

Explanation of Incorrect Options:

ServiceNow Docs: Translation Framework Plugin

ServiceNow CSA Study Guide – Multi-language Support

ServiceNow Product Documentation: Translating Service Catalog Items

References from Certified System Administrator (CSA) Documentation:

AUI Policyis the preferredno-codeapproach in ServiceNow to dynamically control themandatory, read-only, or visibilitystate of form fields based on specified conditions. Unlike Client Scripts, which require JavaScript coding, UI Policies provide aneasy-to-configure, rule-based solution.

They allow administrators tocontrol form behaviorwithout scripting.

They arefaster and more efficientthan Client Scripts.

Theyrun on the client-side, meaning changes occur dynamically as users interact with the form.

Defineconditions(e.g., "Priority is High").

Setactions(e.g., make "Due Date" mandatory, read-only, or hidden).

Apply the UI Policy to the form automatically when the condition is met.

A. UI Action→ UI Actions create buttons, links, or context menu items; they do not control form fields.

B. Client Script→ While Client Scripts can achieve similar functionality, they require JavaScript coding, making them alow-coderather than ano-codesolution.

C. UI Script→ UI Scripts are reusable JavaScript libraries, not designed for controlling form fields.

D. UI Rule→ No such feature exists in ServiceNow.

In ServiceNow,Data Sourcesdefine external data that can be imported into the platform. These sources feed data intoImport Sets, which are then transformed into ServiceNow tables.

Why These Options Are Correct?A. Local Sources (i.e. XML, CSV, Excel)

Allows importingstructured data filesstored locally or uploaded manually.

Commonly used forone-time data migrationsor periodic imports.

D. JDBC Connection

JDBC (Java Database Connectivity)allows ServiceNow to connect directly toexternal databases(e.g., MySQL, Oracle, SQL Server).

Useful forreal-time integrationswith legacy systems.

E. Network Server

Allows importing data from afile stored on a remote serverviaSFTP/FTP.

Common forautomated batch data imports.

F. LDAP Connection

LDAP (Lightweight Directory Access Protocol)allows ServiceNow to syncuser and group datafrom enterprise directories (e.g., Active Directory).

Used forHR, ITSM, and Identity Management.

Why Are the Other Options Incorrect?B. Implementation Spoke

Incorrectbecause "Implementation Spoke" isnot a data sourcebut aServiceNow IntegrationHub componentused for automating ITSM tasks.

C. DataHub

Incorrectbecause "DataHub" isnot a ServiceNow data source.

ServiceNow usesIntegrationHub, JDBC, REST, and SOAP APIsfor data ingestion.

ServiceNow Data Sources - Importing External Data

ServiceNow LDAP Integration - Best Practices

ServiceNow JDBC and File-Based Data Import Methods

References to Official Certified System Administrator (CSA) Documentation:

BothUI PoliciesandData Policiesare used to enforce rules on data in ServiceNow, but they work differently in terms ofwhere and howthey apply.

Key Differences Between UI Policies and Data Policies:Feature

UI Policy

Data Policy

Scope

Worksonly on formsin the user interface (UI)

Works onall data entry methods, including forms, imports, and web services

Execution

Runsclient-sidein the browser

Runsserver-sideon the database

Purpose

Dynamicallyshow/hide, make fields mandatory, or read-onlyon forms

Enforcesmandatory and read-only fieldsat thedatabase level

Applies to

Userinteractions on forms

All data sources(Forms, Import Sets, Web Services, API)

Conversion

Can be converted into Data Policies

Cannot be converted into UI Policies

Why "B. Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions" is Correct:Data Policies apply to all data entry methods, ensuring data integrity no matter how the data enters ServiceNow.

UI Policies only apply to the user interface (forms)and dynamically modify field behavior in real-time.

A. Data Policies run only after UI Policies run successfully→UI Policies and Data Policies work independently and do not depend on each other.

C. Data Policies can be converted into UI Policies, but UI Policies cannot be converted into Data Policies→The opposite is true: UI Policies can be converted into Data Policies, but not the other way around.

D. Data Policies run when data is entered through the form, by an Import Set, or by Web Services, while UI Policies are set only by web services→UI Policies arenot related to web services; they only apply to form interactions.

Why Other Options Are Incorrect:

ServiceNow Documentation:UI Policies vs. Data Policies

CSA Exam Guide:CoversUI Policies and Data Policies differencesin form and system-wide data enforcement.

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

B. Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions

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.

Flow Designeris ano-code/low-codeautomation tool in ServiceNow that enables users toorchestrate business processes across different serviceswith minimal technical knowledge. It allowsnon-technical usersto build complex workflows using drag-and-drop functionality.

No-Code/Low-Code Automation

Users candesign, test, and managebusiness processeswithout coding skills.

Actions can be executedsequentially or conditionallybased on logic.

Integration with ServiceNow Applications

Flow Designer works withIntegrationHub, allowing ServiceNow to interact with external systems like Slack, Microsoft Teams, and Jira.

Trigger-Based Execution

Flows can be triggeredby conditions, schedules, or user actions.

Prebuilt Spokes & Actions

ServiceNow providesprebuilt "Spokes"with reusable actions that simplify workflow automation.

A. Flow Manager(Incorrect)

No such module called "Flow Manager" exists in ServiceNow.

C. Flow Editor(Incorrect)

The term "Flow Editor" is not used in ServiceNow; the correct name isFlow Designer.

D. Workflow Editor(Incorrect)

Workflow Editoris part of the olderLegacy Workflow Engine, which requires scripting and is not recommended for no-code automation.

E. Workflow Designer(Incorrect)

This is not an official ServiceNow tool; Flow Designer has replaced older workflow tools for modern automation needs.

Flow Designer Overview:https://docs.servicenow.com/en-US/bundle/utah-automation/page/administer/flow-designer/concept/flow-designer.html

Building Flows in Flow Designer:https://docs.servicenow.com/en-US/bundle/utah-automation/page/administer/flow-designer/task/t_CreateFlow.html

Key Features of Flow Designer:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation: