CSA Exam Dumps - ServiceNow Certified System Administrator

The System Dictionary in ServiceNow stores and maintains the metadata about tables and fields in the platform. It contains definitions for each table and column, including field data types, default values, and attributes.

Stores table and field definitions, including:

Column names

Data types (e.g., String, Integer, Reference)

Attributes (e.g., unique, read-only, required)

Default values

Ensures data integrity by defining the structure of database tables.

Used by administrators to modify or extend existing tables.

Allows the creation of custom fields in tables.

Key Features of the System Dictionary (sys_dictionary Table):

Navigate to: System Definition → Dictionary

Search for a table or field to view its metadata.

Modify attributes (if needed) to customize table behavior.

How to Access the System Dictionary:

A. The human-readable labels and language settings – Incorrect.

Human-readable labels are stored in the sys_documentation table, not the System Dictionary.

C. The information on how tables relate to each other – Incorrect.

Table relationships are stored in the Schema Map, not the System Dictionary.

D. The language dictionary used for spell checking – Incorrect.

Spell checking and translations are managed in system localization settings, not the System Dictionary.

Explanation of Incorrect Answers:

ServiceNow Product Documentation → System Dictionary (sys_dictionary)

ServiceNow CSA Study Guide → Understanding Tables and Fields

ServiceNow Developer Documentation → Dictionary and Table Structure

References from Certified System Administrator (CSA) Documentation:Would you like me to verify another question? 🚀

LDAP (Lightweight Directory Access Protocol) Integration in ServiceNow enables organizations to connect their corporate directory services (such as Microsoft Active Directory) with their ServiceNow instance. This integration helps manage user authentication and data synchronization efficiently.

There are two key aspects of LDAP Integration in ServiceNow:

Authentication

LDAP is commonly used for user authentication, allowing users to log in to ServiceNow using their corporate credentials.

Instead of storing passwords in ServiceNow, authentication requests are sent to the LDAP server to verify the user's identity.

This helps in maintaining centralized identity management across the organization.

Data Population

LDAP can be used to import user and group information into ServiceNow.

This process is known as data synchronization, where attributes such as usernames, email addresses, department details, roles, and group memberships are pulled from LDAP and stored in ServiceNow.

This ensures that user information in ServiceNow is always up-to-date with the organization's directory.

B. Data Formatting –

While ServiceNow does process data from LDAP, "Data Formatting" is not an aspect of LDAP integration.

Formatting refers to structuring or modifying data but is not a core function of LDAP integration.

C. Authorization –

Authorization determines what a user can do after authentication, such as assigning roles and permissions.

While ServiceNow can use LDAP groups to assign roles, the integration itself focuses on Authentication and Data Population rather than defining permissions within ServiceNow.

ServiceNow Docs: LDAP Integration Overviewhttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/integrate/authentication/concept/c_LDAPIntegration.html

ServiceNow CSA Official Training Guide (LDAP Integration & User Authentication)

Why the Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation:This confirms that the two main aspects of LDAP Integration in ServiceNow are Authentication and Data Population.

A Record Producer in ServiceNow is a type of Catalog Item that allows users to create records in tables (such as Incidents, Change Requests, or HR Cases) from the Service Catalog. It provides a simplified and user-friendly interface for users to submit structured data without needing direct access to the actual form or database tables.

Key Features of a Record Producer:✔ Creates task-based records in the appropriate table (e.g., incident, sc_task, problem).✔ Uses a simplified form instead of the standard form view of a record.✔ Can trigger workflows and business rules when submitted.✔ Maps user inputs to table fields via Variable Mappings.

An employee wants to report a broken laptop but does not need to see the full Incident form.

The IT team creates a Record Producer named "Report an IT Issue" in the Service Catalog.

The Record Producer collects user input (e.g., issue description, urgency, contact information).

Upon submission, it creates an Incident record (incident table) in ServiceNow.

Example Use Case:

Why the Correct Answer is D:✅ D. A Record Producer is a type of a Catalog Item that allows users to create task-based records from the Service Catalog (Correct)

This is the most accurate description of a Record Producer.

It allows users to create records in a specified task table (Incident, Change, Request, etc.) through the Service Catalog.

Why the Other Options Are Incorrect:❌ A. A Record Producer is a type of Catalog Item that is used for Requests, not Services (Incorrect)

Record Producers are not limited to Requests.

They can create various types of records, including Incidents, Change Requests, and HR Cases.

❌ B. A Record Producer creates user records (Incorrect)

A Record Producer does not create user records (users are managed in the sys_user table).

Instead, it creates task-based records in other tables like incident or sc_task.

❌ C. A Record Producer is a type of Catalog Item that provides easy ordering by bundling requests (Incorrect)

Order Guides, not Record Producers, handle bundling multiple Catalog Items into a single request.

A Record Producer creates a single record in a defined table.

Comparison: Record Producer vs. Other Catalog ItemsFeature

Record Producer

Standard Catalog Item

Order Guide

Creates a record in a ServiceNow table

✅ Yes

❌ No

❌ No

Used to order physical/digital goods

❌ No

✅ Yes

✅ Yes

Can bundle multiple requests

❌ No

❌ No

✅ Yes

Uses a form-based submission

✅ Yes

✅ Yes

✅ Yes

ServiceNow Documentation: Record Producers Overview

ServiceNow Learning: Creating and Managing Record Producers

ServiceNow Docs: Service Catalog Fundamentals

References:

A Related List in ServiceNow is used to display records from other tables that are related to the current record. It helps users view and manage associated records without navigating away from the main record they are working on.

Related Lists appear at the bottom of a form view.

They display records from tables that have a relationship (via reference fields, many-to-many relationships, or database joins) with the current table.

Users can add, remove, or modify related records directly from the Related List, depending on their permissions.

Key Features of Related Lists:Why "D. To present related records" is the correct answer?Related Lists show records from another table that have a relationship with the current record. For example:

An Incident record may have a Related List showing all Tasks associated with it.

A User record may have a Related List displaying Group Memberships.

A Change Request record may have a Related List displaying all related CI (Configuration Items).

Option A: "To create a one-to-many relationship" – Incorrect. While Related Lists often display one-to-many relationships, they do not create them. Relationships are defined through reference fields, many-to-many tables, or database joins.

Option B: "To dot-walk to a core table" – Incorrect. Dot-walking allows users to access related fields from referenced records, but it is not the purpose of a Related List.

Option C: "To present related fields" – Incorrect. Related Lists display related records, not just individual fields. Related fields can be accessed using dot-walking or reference fields but are not the same as Related Lists.

ServiceNow Product Documentation - Related Lists

ServiceNow CSA Study Guide - Configuring Forms and Lists

ServiceNow Docs: Relationships in Tables

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

In ServiceNow, user records are stored in the User [sys_user] table. This table contains all user-related data, including usernames, email addresses, roles, department affiliations, and more.

User ID (user_name) – Unique identifier for the user.

First Name & Last Name (first_name, last_name) – User’s full name.

Email (email) – The user’s email address.

Department (department) – The department to which the user belongs.

Roles (roles) – List of assigned roles that determine access permissions.

Active (active) – Indicates whether the user account is active or inactive.

B. User [sys_user_group] – Incorrect. This table stores groups, not individual users.

C. User [syst_user_profile] – Incorrect. This table does not exist in ServiceNow.

D. User [user_profile] – Incorrect. There is no such table in ServiceNow.

ServiceNow Docs: User Administration – sys_user Table

ServiceNow CSA Study Guide – User and Group Administration

Key Fields in the sys_user Table:Explanation of Incorrect Options:References from Certified System Administrator (CSA) Documentation:

In ServiceNow Knowledge Management, flagging an article is a feature that allows users to report errors or issues within a knowledge article. This helps maintain article accuracy and ensures that outdated or incorrect information is addressed by knowledge managers.

Error Reporting ✅

Users can flag an article if they find incorrect, outdated, or misleading information.

Knowledge managers receive a notification about flagged articles and can review them for updates.

Article Quality Control ✅

Helps improve knowledge base content by allowing users to point out inaccuracies.

Ensures that knowledge articles remain relevant and useful.

Notifying Knowledge Managers ✅

Flagged articles appear in the Knowledge Base Administration module, allowing managers to track and resolve flagged issues.

A. To mark an article to read later ❌

Incorrect: There is no built-in "read later" feature in ServiceNow Knowledge Management.

Instead, users can bookmark an article for quick access.

B. Allow a user to submit feedback about an article ❌

Incorrect:

Feedback is submitted through the Feedback feature, which allows users to rate articles and provide comments.

Flagging is specifically for error reporting, not general feedback.

Key Purposes of Flagging an Article:Why Other Options Are Incorrect?

Flagging Knowledge Articles

Flagging an Article for Review

Managing Flagged Articles

Knowledge Management Administration

References from ServiceNow CSA Documentation:

Workflows in ServiceNow are typically moved between instances using Update Sets. Update Sets serve as a mechanism for capturing customizations and migrating them across different environments, such as Development (Dev) → Test → Production (Prod).

Recording Customizations:

When a workflow is modified or created, its changes are recorded in an Update Set if the Update Set is active.

Capturing Related Records:

Workflows consist of multiple components (e.g., activities, conditions, transitions).

Update Sets capture the Workflow Version and associated Workflow Activities.

Exporting and Importing:

The Update Set containing the workflow is exported from the source instance (e.g., Dev).

It is then imported into the target instance (e.g., Test or Prod).

Commit the Update Set:

After import, the Update Set must be reviewed and committed to apply the changes in the target instance.

B. Workflows are moved using Transform Maps ❌

Incorrect: Transform Maps are used for importing and mapping data from external sources into ServiceNow tables, not for migrating configurations like workflows.

C. Workflows are moved using Application Sets ❌

Incorrect: There is no such thing as "Application Sets" in ServiceNow. However, Applications (Scoped Apps) can be moved using Application Repositories (App Repo) or Update Sets, but this is different from standard Workflow migration.

D. Workflows cannot be moved between instances ❌

Incorrect: Workflows can be moved using Update Sets, and in scoped applications, they can also be packaged with the application.

How Update Sets Work for Workflows?Why Other Options Are Incorrect?

ServiceNow Product Documentation - Update Sets

Update Sets Overview

Moving Customizations Using Update Sets

ServiceNow Workflows

Workflow Management

References from ServiceNow CSA Documentation:

The History section in the Application Navigator tracks recently visited records, lists, and forms within ServiceNow. This feature allows users to quickly navigate back to previously accessed content without searching manually.

What Appears in the History Section?The History section logs user activity related to:

Records (✅ Option A) – Recently viewed records from any table, such as incidents, requests, or tasks.

Lists (✅ Option C) – Any list views a user has accessed, such as Incident List or Change Request List.

Forms (✅ Option D) – Any individual record viewed in form view, such as an incident form or user form.

Why is Option B (UI Pages) Correct?❌ UI Pages do NOT appear in the History section.

UI Pages are special custom pages built with Jelly scripting and used for custom interfaces, portals, and dashboards (e.g., Service Portal pages).

Since they do not represent individual records, lists, or forms, they are not included in the user’s History tracking.

Why Are the Other Options Incorrect?❌ A. Records

Records are individual database entries (e.g., specific incidents, change requests, or users).

Since records are frequently accessed, they are logged in History.

❌ C. Lists

Lists display multiple records from a table (e.g., all open incidents).

Since users navigate through lists frequently, they are logged in History.

❌ D. Forms

Forms are used to view or edit individual records (e.g., an incident form).

Since forms are commonly accessed, they are logged in History.

Reference from Certified System Administrator (CSA) Documentation:📌 ServiceNow Docs – Application Navigator & History🔗 ServiceNow Application Navigator Documentation

"The History section of the Application Navigator displays a list of the records, lists, and forms that you have recently accessed."

"Custom UI Pages are not included in History tracking."