CSA Exam Dumps - ServiceNow Certified System Administrator

An Update Set in ServiceNow is a mechanism for capturing and migrating customizations and configurations from one instance to another (e.g., Development → Test → Production).

What is Captured in an Update Set?Update Sets record configuration 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 Fields are part of UI changes, but schedules and client scripts are also included in Update Sets, making Option 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:

In ServiceNow, Access Control Rules (ACLs) determine who can create, read, write, delete, or execute records within a table. Each ACL rule evaluates three main permission requirements, all of which must be true for the rule to apply. These requirements are:

The Conditions field in an ACL specifies predefined logic that must be met for the rule to apply.

Example: An ACL might specify that a record is only accessible if the State field is set to "Open".

Conditions are evaluated first before checking roles or scripts.

ACLs can be restricted to users with specific roles.

If a user does not have the required role(s), the ACL denies access.

Example: Only users with the "itil" role can edit incidents.

If the ACL does not specify any role, all users may be eligible based on conditions and script evaluations.

ACL scripts provide advanced conditional logic using server-side JavaScript.

Scripts allow complex rule evaluation, such as checking whether a user is the record’s creator.

Example: A script could restrict access to records where current.requested_for == gs.getUserID() (only allow users to see their own requests).

If a script is present in an ACL, it must return true for access to be granted.

Access control rules are only granted when all three evaluations return true.

Conditions act as filters.

Roles define permissions based on user roles.

Scripts allow advanced access logic.

1. Conditions (A - Correct Answer)2. Roles (C - Correct Answer)3. Script (D - Correct Answer)Why "A. Conditions," "C. Roles," and "D. Script" are the Correct Answers?

B. Table – Incorrect

Access control applies to specific tables, but defining a table itself is not one of the permission checks.

E. Table." – Incorrect

This is an incorrectly formatted option and does not relate to access control evaluation.

F. Table.none – Incorrect

"Table.none" is not an evaluation factor in ACLs. Access control applies to table-level, field-level, and record-level, but "table.none" is not an access requirement.

Explanation of Incorrect Options:

ServiceNow Docs: Access Control Rules (ACLs) Overview

ServiceNow CSA Study Guide – Security and Access Control

ServiceNow Product Documentation: Evaluating ACLs and Permissions

References from Certified System Administrator (CSA) Documentation:

In ServiceNow, a group is a collection of users who share common responsibilities, such as handling incidents, approvals, or service requests.

Groups are stored in the sys_user_group table ✅

Each group is a record in the sys_user_group table, which manages user access and permissions.

Example: The "Service Desk" group (sys_user_group record) may contain multiple IT support users.

Groups are used for role assignments ✅

Instead of assigning roles directly to users, roles are assigned to groups for easier access management.

Groups can be used for approvals and task assignments ✅

Groups are often assigned to handle approval workflows, incident resolution, and change management tasks.

A. A group is one record stored in the Group Type [sys_user_group_type] table ❌ (Incorrect)

The sys_user_group_type table is used for categorizing groups, not storing actual group records.

C. A group defines a set of users that share the same location ❌ (Incorrect)

Incorrect: Groups are not location-based; they are used for task assignments, approvals, and permissions.

D. A group defines a set of users that share the same job title ❌ (Incorrect)

Incorrect: Users with the same job title may belong to different groups based on their responsibilities.

Key Details About Groups in ServiceNow:Why Other Options Are Incorrect?

Groups in ServiceNow

Managing User Groups

User and Group Management

ServiceNow User and Group Administration

References from ServiceNow CSA Documentation:Final Verification: ✅ Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.

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

Changing the Label of a FavoriteTo rename or edit a Favorite, you must use the Pencil icon (✏️), which indicates edit mode.

Navigate to the Application Navigator on the left-hand side.

Locate the Favorites section.

Hover over the favorite item you want to rename.

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

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

Click Save to apply changes.

A. Clock ❌ (Incorrect)

The Clock icon typically represents recently accessed items, not Favorites.

B. Hamburger ❌ (Incorrect)

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

D. Three dots ❌ (Incorrect)

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

E. Triangle ❌ (Incorrect)

No Triangle icon is used for renaming Favorites.

F. Star ❌ (Incorrect)

The Star icon (⭐) is used to add or remove Favorites, 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, when applying filters, the Funnel icon opens the condition builder, allowing users to set criteria for displaying records.

Understanding the requirement:

The user wants to see Incidents where the state is Closed OR Incidents where the Assignment Group is Network.

The key word here is OR, meaning records satisfying either condition should be displayed.

Steps to apply this filter in ServiceNow:

Click the Funnel icon to open the condition builder.

Define the first condition → Select State = Closed.

Click the OR button (since we want records meeting either condition).

Define the second condition → Select Assignment Group = Network.

Press Enter to apply the filter.

Since the user wants either condition to be true, OR is the correct logical operator.

Pressing Enter after defining the second condition executes the filter.

A. Define the first condition; click AND button; define second condition; click Run: ❌ Incorrect because AND would require both 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 will narrow the results instead of expanding them.

D. Define the first condition; click > icon on breadcrumb, define second condition; click Run: ❌ The breadcrumb navigation is used to modify filters after 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:Using OR ensures both conditions are considered independently, displaying incidents that are either Closed or assigned to Network.

In ServiceNow, Plugins are used to activate additional applications or functionalities within a development instance. A plugin is a package of features, configurations, and applications that 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 activated from the System Definition > Plugins module.

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 via Plugins or App Engine Studio, not "App Package."

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

C. Patch: ❌ A patch is a minor update or bug fix released by ServiceNow but does not introduce new functionality.

E. App Updated Set: ❌ Update Sets track changes in a development instance but are used for migrating configurations between 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:

ServiceNow allows a single Catalog Item to be published to multiple service catalogs, avoiding duplication while ensuring accessibility for the right users.

Instead of creating duplicate catalog items (which would require managing two separate items with the same functionality), we create one Catalog Item and publish it in both catalogs (HR and Facilities).

This approach ensures centralized management while maintaining accessibility for both departments.

It simplifies updates—any changes to the form or workflow will apply to both 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.

Incorrect because it creates duplicate catalog items with the same 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.

Incorrect because there is no "Parent Catalog" concept in ServiceNow.

ServiceNow allows publishing a single item to multiple catalogs, but there is no need for a parent catalog.

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

Incorrect because ACLs restrict access at a field, table, or record level, but they do not control where a Catalog Item appears.

The correct approach is to publish the item to multiple catalogs rather 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:

In ServiceNow, the Event Registry is a module that stores and defines all system events that can be triggered within the platform. Events in ServiceNow are used to trigger business rules, notifications, workflows, and integrations based on specific system activities.

The Event Registry [sysevent_register] table contains predefined and custom event definitions.

It allows developers and administrators to define new custom events.

Events can be triggered manually (via scripts) or automatically based on system actions.

Events are not tied to a specific timeframe but are available for use whenever triggered.

Triggering a Notification

When an incident is assigned, an event such as "incident.assigned" is triggered, which can send an email notification to the assigned user.

Initiating an Automated Workflow

When a new user is onboarded, an event like "user.onboarded" can trigger a workflow to create necessary accounts and permissions.

Logging Custom Events for Reporting

Custom events like "asset.verified" can be used to track when an asset verification process is completed.

Key Features of the Event Registry:Example Use Cases of the Event Registry:

The Event Registry is not a log of completed events but a repository of event definitions that can be triggered.

It defines both default and custom events that can be used across different system processes.

It is used for event-driven automation in ServiceNow.

Why "C. The Event Registry is a module that provides Event definitions" is the Correct Answer?

A. The Event Registry lists all Events that have successfully completed within a 24-hour period – Incorrect

This describes the Event Log [sysevent] table, not the Event Registry.

B. The Event Registry is a list of all Events that originate through an integration – Incorrect

The Event Registry is not specific to integrations; it applies to all events in the system.

D. The Event Registry is a list of all Events that have successfully completed after being Invoked by a script – Incorrect

Events triggered by scripts are logged in the Event Log, not the Event Registry.

Explanation of Incorrect Options:

ServiceNow Docs: Understanding the Event Registry

ServiceNow CSA Study Guide – Event Management

ServiceNow Product Documentation: Creating and Managing Events

References from Certified System Administrator (CSA) Documentation: