CSA Exam Dumps - ServiceNow Certified System Administrator

In ServiceNow, when applying filters, theFunnel iconopens the condition builder, allowing users to set criteria for displaying records.

Understanding the requirement:

The user wants to seeIncidents where the state is ClosedORIncidents where the Assignment Group is Network.

The key word here isOR, meaning records satisfyingeithercondition should be displayed.

Steps to apply this filter in ServiceNow:

Click theFunnel iconto open the condition builder.

Define thefirst condition→ SelectState = Closed.

Click theORbutton (since we want records meeting either condition).

Define thesecond condition→ SelectAssignment Group = Network.

PressEnterto apply the filter.

Since the user wantseither condition to be true,ORis the correct logical operator.

PressingEnterafter defining the second conditionexecutes the filter.

A. Define the first condition; click AND button; define second condition; click Run:Incorrect becauseANDwould requireboth conditions to be true simultaneously, which is not what the user wants.

B. Define the first condition; click AND button; define second condition; press enter:Same issue as option A—AND willnarrow the resultsinstead ofexpanding them.

D. Define the first condition; click > icon on breadcrumb, define second condition; click Run:Thebreadcrumb navigationis used to modify filtersafter applying them, not to create them initially.

E. Define the first condition; click > icon on breadcrumb, define second condition; press enter:Same issue as option D—breadcrumb navigation is for modifying, not for initial filter creation.

Using Filters and Condition Builder in ServiceNow:ServiceNow Docs

ServiceNow Querying and Filtering Best Practices

Why is the Correct Answer "C"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:UsingORensures both conditions are considered independently, displaying incidents that are eitherClosedor assigned toNetwork.

To add a field to a form in ServiceNow, you can use two primary methods:

How to access:Right-click on the form header → SelectConfigure > Form Layout

Functionality:

Provides a simple interface toadd, remove, or reorder fieldson a form.

Allows adding new fields directly from the available database fields.

Suitable for basic form modifications without needing a drag-and-drop UI.

How to access:Click on thecontext menu(three horizontal bars on the top-left of the form) → SelectConfigure > Form Designer

Functionality:

Adrag-and-dropinterface to add, remove, or rearrange fields easily.

Enables more advanced customization, such as addingsections and UI policies.

Provides a visual representation of the form’s structure.

1. Configure > Form Layout2. Configure > Form Designer

Incorrect Answer Choices Explanation:A. Select Fields and Columns module– No such module exists for direct form editing. Fields are defined at the table level but not directly added to forms here.

D. Select Field Class Manager module– This module does not exist; it is not used for adding fields to forms.

ServiceNow Documentation: Form ConfigurationConfigure a Form

ServiceNow Form Designer GuideForm Designer

Official CSA Documentation Reference:

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:

AReference fieldin ServiceNow allows you tolook up values from another table, effectively creating a relationship between two tables. When a user selects a value in a reference field, they are selecting a record from the referenced table.

Stores asys_id(unique identifier) of a record from another table.

Displays a user-friendly label from the referenced record.

Allowsdot-walking, enabling access to related fields from the referenced table.

Incident Table (source table)→ Contains a"Caller"field that references theUser Table(sys_user).

TheCallerfield allows users to select a user from theUser Table.

B. Verity→ Not a valid field type in ServiceNow.

C. Options→ Options are typically used in choice lists, not for referencing another table.

D. Selections→ No such field type exists in ServiceNow.

E. Dot Walk→ Dot-walking is afeaturethat allows accessing related fields but is not a field type itself.

F. Lookup→ While "Lookup Select Box" exists, it functions differently by filtering choices rather than directly referencing another table.

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:

AnUpdate SetinServiceNowis a mechanism for capturing and migratingcustomizations and configurationsfrom one instance to another (e.g.,Development → Test → Production).

What is Captured in an Update Set?Update Sets recordconfiguration changes, such as:

Tables & Database Schema Changes(e.g., new tables, modified fields)

Form Layout & UI Changes(e.g., changes in form views, UI policies)

Schedules(e.g., Scheduled Jobs, Business Rules with scheduled actions)

Client Scripts(e.g., JavaScript running on the client side)

Business Rules, UI Actions, UI Policies

Workflows, Script Includes, ACLs (Access Control Rules)

Email Notifications, Dictionary Entries, Application Menus

What is NOT Captured in an Update Set?Data Records (e.g., Incident, Change Request, CMDB data)

Group Memberships & User Data

System Properties (some properties may require manual migration)

Attachments & Scheduled Reports

B. Changes made to tables, forms, views, and fields(Incorrect)

Views and Fieldsare part of UI changes, butschedules and client scriptsare also included in Update Sets, makingOption A more complete.

C. Changes made to tables, forms, Business Rules, and data records(Incorrect)

Data records (actual table entries like incidents or change requests) are NOT captured in Update Sets.

D. Changes made to tables, forms, groups, and configuration items (CIs)(Incorrect)

Groups and CIs (CMDB data) are considered data and are NOT included in Update Sets.

Instead,CIs should be migrated using Import Sets or CMDB data export/import.

Why Other Options Are Incorrect?

Understanding Update Sets

Update Sets Overview

What Gets Captured in Update Sets?

Best Practices for Using Update Sets

References from ServiceNow CSA Documentation: