CSA Exam Dumps - ServiceNow Certified System Administrator

Flow Designer is a no-code/low-code automation tool in ServiceNow that enables users to orchestrate business processes across different services with minimal technical knowledge. It allows non-technical users to build complex workflows using drag-and-drop functionality.

No-Code/Low-Code Automation

Users can design, test, and manage business processes without coding skills.

Actions can be executed sequentially or conditionally based on logic.

Integration with ServiceNow Applications

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

Trigger-Based Execution

Flows can be triggered by conditions, schedules, or user actions.

Prebuilt Spokes & Actions

ServiceNow provides prebuilt "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 is Flow Designer.

D. Workflow Editor ❌ (Incorrect)

Workflow Editor is part of the older Legacy 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:

In ServiceNow, Visual Task Boards (VTBs) provide a Kanban-style interface to manage and track work. There are three main types of Visual Task Boards, but "Feature" is not one of them.

Freeform Board (✅ Valid Type)

Manually created boards where cards can be moved freely without predefined conditions.

Users can add and organize tasks as needed.

Example: Personal task management.

Guided Board (✅ Valid Type)

Created from a list view and linked to a ServiceNow table (e.g., Incident, Change, Task).

Cards on the board automatically update based on conditions.

Example: Managing Incidents or Change Requests.

Flexible Board (✅ Valid Type)

Similar to Guided Boards, but allows users to manually reorder tasks within lanes.

Offers more flexibility while still being linked to a data source.

Example: Sprint Planning or ITSM Workflows.

"Feature" is NOT a Visual Task Board type in ServiceNow.

ServiceNow does use the term "Feature" in Agile Development (for tracking high-level product functionalities), but it is not related to VTBs.

Types of Visual Task Boards in ServiceNow:Why is "Feature" Incorrect?

Why Other Options Are Correct?✅ Guided, Flexible, and Freeform are the three valid types of Visual Task Boards in ServiceNow.

Visual Task Boards Overview

ServiceNow Visual Task Boards

Types of Visual Task Boards

Creating and Using VTBs

References from ServiceNow CSA Documentation:

In ServiceNow, list filters allow users to define and apply specific conditions to refine data displayed in a list view. If an administrator or user wants to make a list filter available to everyone, they need to:

Assign a Name → The filter must be named so users can identify and reuse it.

Set Visibility → The filter’s visibility needs to be adjusted to “Everyone”, a specific group, or an individual user.

Save → The filter must be saved for it to be accessible in future sessions.

Apply a filter in a list view using the filter conditions.

Click the Save button.

Provide a name for the filter.

Under Visibility, select one of the following:

Me (Private) → Only the creator can use the filter.

Everyone (Public) → All users can access the filter.

Group → Assign the filter to a specific group.

Click Save to store the filter.

Steps to Make a List Filter Available to Everyone:

Why "B. Assign a Name, Set Visibility, and Save" is Correct:✅ Assign a Name → The filter needs an identifiable name for users.✅ Set Visibility → Determines whether everyone, a group, or just the creator can see the filter.✅ Save → Saves the filter for future use.

A. Make active, set visibility, and save → ❌ Filters do not have an "Active" state; they just need to be saved with the correct visibility settings.

C. Assign a group, set visibility, and save → ❌ Assigning a group is optional but does not apply to everyone.

D. Make active, assign a name, and save → ❌ "Make active" is not required; visibility settings control availability.

Why Other Options Are Incorrect:

ServiceNow Documentation: Creating and Sharing List Filters

CSA Exam Guide: Covers List Filters and visibility settings.

Reference from CSA Documentation:Thus, the correct answer is:✅ B. Assign a Name, Set Visibility, and Save

To create a new email notification in ServiceNow for users affected by network outages, you must navigate to the Notifications module under System Notification.

Navigate to:System Notification > Email > Notifications

Click New to create a new notification.

Configure the notification with the following:

Name: "Network Outage Notification"

Table: Select the relevant table (e.g., Incident, Task)

When to Send: Define the trigger (e.g., when an Incident is created or updated with a Network Outage category).

Who Will Receive: Specify affected users.

Message Content: Create the email subject and body using dynamic fields (such as affected user’s site).

Save and test the notification.

Notifications are managed in System Notification.

The Notifications module allows you to configure email triggers, recipients, conditions, and templates for system alerts.

B. Administration > Notification Overview: ❌ No such module in ServiceNow.

C. System Properties > Email > Settings: ❌ This configures email server settings, not individual notifications.

D. User Preferences > Email > Notifications: ❌ User preferences only enable or disable personal notifications, not create new ones.

E. Click Gear > Notifications > New: ❌ The gear icon does not provide access to email notifications.

Creating and Managing Email Notifications in ServiceNow: ServiceNow Docs

ServiceNow Notification Configuration Guide

Steps to Create a New Notification:Why is the Correct Answer "System Notification > Email > Notifications"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:By using System Notification > Email > Notifications, administrators can create a targeted email notification to alert users of network outages effectively.

In ServiceNow, a role is a record stored in the sys_user_role table that defines a set of permissions for users. Roles determine what users can see and do within the platform by granting access to applications, modules, and specific functionalities.

Stored in the sys_user_role table.

Assign permissions to users and groups.

Define access to applications, modules, and records.

Can be inherited by users through group membership.

Used in Access Control Rules (ACLs) to restrict or allow access to records.

Key Features of Roles in ServiceNow:Common Roles in ServiceNow:Role Name

Description

admin

Full system access, including configuration and security settings.

itil

Allows access to IT Service Management (ITSM) modules like Incident, Change, and Problem.

catalog_admin

Manages the Service Catalog.

knowledge_manager

Manages the Knowledge Base.

Roles are stored as records in the sys_user_role table.

Each role grants specific permissions to users.

Users can have multiple roles assigned to them.

B. A role is one record in the Role [user_sys_role] table – Incorrect

The correct table name is sys_user_role, not "user_sys_role".

C. A role is a persona used in Live Feed Chat – Incorrect

Live Feed is a collaboration tool, but roles are not personas for chat.

D. A role is a set of modules for a particular application – Incorrect

Roles grant access to modules, but they are not the modules themselves.

ServiceNow Docs: User Roles & Permissions

ServiceNow CSA Study Guide – Role-Based Access Control

ServiceNow Product Documentation: sys_user_role Table

Why "A. A role is one record in the Role [sys_user_role] table" is the Correct Answer?Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

A Service Level Agreement (SLA) in ServiceNow is a tracking mechanism that ensures tasks are completed within a specified time frame. SLAs help in monitoring and enforcing deadlines for various tasks, such as incidents, changes, or service requests.

Tracks Task Duration

SLAs calculate the elapsed time since a task was created and determine if it meets or breaches the defined resolution targets.

Ensures Timely Completion

SLAs define start, pause, and stop conditions based on specific criteria (e.g., an incident must be resolved within 8 hours).

Visual Indicators

SLAs include progress bars, warning alerts, and breach notifications to help users track deadlines.

Works with Business Rules and Workflows

SLAs can trigger escalations, notifications, or automated actions if a task is at risk of breaching the SLA.

A. Task Escalation Clock ❌ (Incorrect)

No such feature called "Task Escalation Clock" exists in ServiceNow. Escalations are handled using SLA workflows and escalation rules.

C. Inactivity Monitor ❌ (Incorrect)

The Inactivity Monitor is used to detect when a task has not been updated for a specific period, but it does not enforce time-bound completion.

D. Response Time Clock ❌ (Incorrect)

No specific "Response Time Clock" exists in ServiceNow. Response SLAs track the time taken to acknowledge a task, but this is part of the broader SLA system.

E. Business Time Remaining ❌ (Incorrect)

This is not a specific feature but rather a calculated field within SLAs that shows the time remaining before an SLA breaches.

Service Level Agreements (SLA) Overview:https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-level-management/concept/c_ServiceLevelAgreements.html

How SLAs Work in ServiceNow:https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-level-management/concept/slas-how-work.html

Key Features of SLAs in ServiceNow:Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:

In ServiceNow Role Management, a role is a collection of permissions that control what users can see and do within the platform.

Role Hierarchy (Role Inheritance)

Roles can contain other roles (known as nested roles).

When a user is assigned a parent role, they inherit all child roles within it.

Example:

The ITIL role includes incident_manager and problem_manager roles.

Assigning ITIL to a user automatically grants them all the permissions of the included roles.

Roles Are Assigned by Administrators

Typically, roles are assigned by a System Administrator or an authorized user.

Role-Based Access Control (RBAC)

ServiceNow uses RBAC to control access to applications, records, and actions.

B. Users can click on the Personalize Role feature to try different roles

Incorrect because users cannot manually switch roles unless they have the impersonation privilege.

C. A role is granted to a user by the System Administrator

Partially correct, but not the best answer because roles can also be assigned via groups or automated processes, not just by a System Administrator.

D. Each user has a role in the ServiceNow platform

Incorrect because not all users must have a role.

Example: A self-service user can access the system without having any specific role.

ServiceNow Docs: Role-Based Access Control (RBAC)https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/roles/reference/r_RBAC.html

ServiceNow CSA Official Training Guide (User & Role Management)

Key Characteristics of Role Assignment:Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms that roles can contain other roles, and when a user is assigned a role, they inherit all roles within it.

Update Sets in ServiceNow are used to capture customizations and configurations made in an instance, allowing these changes to be moved between instances (e.g., from development to test or production). ServiceNow provides best practices to ensure smooth migration and avoid issues with missing or conflicting updates.

What is an Update Set?

An Update Set is a collection of customizations (e.g., changes to forms, scripts, workflows, business rules) that can be moved from one instance to another.

It tracks changes in a controlled way, preventing accidental loss of configurations.

Why Avoid Using the Default Update Set?

The Default Update Set is automatically used when no other update set is selected.

It captures changes but should never be used for instance-to-instance migrations because:

It cannot be exported.

It contains system changes that are not logically grouped.

It can cause inconsistencies and missing dependencies when moving updates.

Instead, administrators should create a named Update Set for specific development work.

Understanding Update Sets in ServiceNow:

Why Answer "A" is Correct:✔️ "Avoid using the Default Update Set as an Update Set for moving customizations from instance to instance."

This follows ServiceNow’s best practices for managing Update Sets.

Using the Default Update Set can lead to missing updates, conflicts, and untracked changes, making migrations unreliable.

Why the Other Answers Are Incorrect:❌ B. "Before moving customizations from instance to instance with Update Sets, ensure that both instances are different versions."

Incorrect because ServiceNow recommends that instances be on the same version before applying Update Sets.

If instances are on different versions, the Update Set may include incompatible changes, causing failures.

❌ C. "Use the Baseline Update Set to store the contents of items after they are changed the first time."

Incorrect because there is no such thing as a "Baseline Update Set" in ServiceNow.

ServiceNow does not automatically create a backup of original configurations—administrators should manually create an Update Set before making changes.

❌ D. "Once an Update Set is closed as 'Complete,' change it back to 'In Progress' until it is applied to another instance."

Incorrect because a completed Update Set should not be reopened.

Once marked Complete, an Update Set is ready for export and migration. Reopening it can cause data integrity issues and confusion in version control.

ServiceNow CSA Study Guide – Update Sets & Configuration Management

ServiceNow Docs: Best Practices for Update Sets (ServiceNow Documentation)

ServiceNow Docs: Moving Customizations with Update Sets

References from the Certified System Administrator (CSA) Documentation: