CSA Exam Dumps - ServiceNow Certified System Administrator

In ServiceNow, a List is a visual representation of multiple records from a table. Lists allow users to view, filter, sort, and interact with records in a structured tabular format.

Displays multiple records from a table.

Columns represent fields of the table.

Users can personalize the list (e.g., adjust columns, apply filters, and sort).

Common Actions:

Inline editing

Searching

Exporting data

Grouping and filtering

A. View ❌

A View defines how data is displayed, but it is not a list itself.

Example: Different form views can be created for the same table.

B. Dashboard ❌

A Dashboard is a visual representation of reports and performance analytics.

It does not display raw table records directly.

C. Panel ❌

No such term as "Panel" exists in ServiceNow for displaying records from a table.

Key Features of Lists:Why Other Options Are Incorrect?

Lists Overview

ServiceNow Lists Documentation

Personalizing Lists

List Personalization Guide

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

In ServiceNow’s Service Catalog, the display sequence of variables within a Catalog Item is controlled by the Order field in the Variable form. The Order field determines the position in which the variables appear when a user fills out a catalog item. Lower values appear first, and higher values appear later.

(A) The Default Value field in the Catalog Item form – Incorrect

The Default Value field sets an initial value for a variable but does not control the display sequence. It is used to pre-fill a value when the form loads.

(B) The Sequence field in the Catalog Item form – Incorrect

There is no such field called "Sequence" in the Catalog Item form. The field that determines the sequence of variables is the Order field in the Variable form.

(C) The Order field in the Variable form – Correct

Each variable in a catalog item has an Order field.

Variables with a lower order number are displayed before those with a higher order number.

If multiple variables have the same order value, ServiceNow orders them based on internal system processing order.

(D) The Choice field in the Variable form – Incorrect

The Choice field applies only to Multiple Choice, Select Box, and Radio Button variables, determining the selectable options for users. It does not control the display sequence of variables in a catalog item form.

Explanation of Each Option:

It is a best practice to use incremental numbering (e.g., 100, 200, 300, etc.) for order values instead of consecutive numbers (e.g., 1, 2, 3). This makes it easier to insert new variables later without having to renumber existing ones.

The order values are respected unless a layout configuration (e.g., multi-column form layout) changes the positioning.

ServiceNow Docs: Creating and Configuring Service Catalog Variables

https://docs.servicenow.com

ServiceNow Community Best Practices for Service Catalog Variables

https://community.servicenow.com

Additional Notes & Best Practices:References from Certified System Administrator (CSA) Documentation:

In ServiceNow, the Service Catalog is the primary module where users can order services and products offered by various departments. The Service Catalog provides a centralized portal for users to browse and request IT, HR, Facilities, Finance, and other departmental services in a structured and automated way.

The Service Catalog is a self-service interface where users can request predefined services, products, and resources.

It acts as a digital storefront for an organization's internal and external services.

Each service request follows a workflow that may include approvals, task assignments, and fulfillment processes.

Service Offerings:

Users can request hardware (laptops, mobile devices, monitors), software, access permissions, or HR-related services (e.g., PTO requests, onboarding).

Structured Request Fulfillment:

Each request follows a workflow with assigned tasks to the appropriate fulfillment teams.

Example: A request for a new laptop is routed to IT Support for approval and processing.

Automation and Approvals:

Some catalog items require managerial or departmental approvals before fulfillment.

Example: Requesting access to restricted applications might need approval from an IT admin.

Integration with Incident, Change, and Asset Management:

The Service Catalog can trigger change requests, incidents, and asset updates as part of the fulfillment process.

Access Through the Self-Service Portal:

Users can access the Service Catalog via the Self-Service Portal for quick and easy navigation.

What is the Service Catalog?Key Features of the Service Catalog:

Why Option A (Service Catalog) is Correct?✅ The Service Catalog is the correct place to order services and products offered by different departments in ServiceNow.✅ It provides a structured and automated way to request, approve, and fulfill service requests.

Why Other Options Are Incorrect?❌ B. Self-Service – The Self-Service Portal provides access to the Service Catalog but is not where services are ordered directly.❌ C. Service Department – No such module exists in ServiceNow. Departments use the Service Catalog to provide services.❌ D. Customer Service – The Customer Service Management (CSM) module is for external customers, not internal service requests.

ServiceNow Docs – Service Catalog Overviewhttps://docs.servicenow.com

ServiceNow Learning – Self-Service & Service Catalog Best Practices

References from Certified System Administrator (CSA) Documentation:

In ServiceNow, administrators can check which release version is running on an instance by navigating to the Stats module. This module provides various system statistics, including the current release name, build number, and other important system details.

Navigate to System Diagnostics → Stats (or simply type “Stats” in the navigation filter).

Scroll down to find the Build name and Version fields.

The displayed version follows the standard ServiceNow naming convention (e.g., "Washington DC Patch 2 Hotfix 1").

How to Check the Release Version via Stats Module:

A. Memory Stats module:

This module provides memory consumption details and performance-related information, but it does not show the instance version.

C. System.upgraded table:

While this table records upgrade history and past version changes, it does not display the current version running on the instance.

D. Transactions log:

This log captures user activities and system transactions but does not provide release version details.

Why Other Options Are Incorrect:

ServiceNow Documentation: View system version details

Certified System Administrator (CSA) Study Guide: Covers System Diagnostics → Stats Module as a key method to verify the running release version.

Reference from CSA Documentation:

In ServiceNow, Client Scripts are used to execute JavaScript code on the client-side (browser) to control form behavior, validate data, or enhance user interaction.

Types of Client Scripts in ServiceNow:There are four types of Client Scripts supported in ServiceNow:

onLoad (✅ Option D)

Runs when a form loads.

Used to pre-fill fields, hide/show elements, or set default values.

Example: Automatically setting the "Priority" field to High when a new incident is created.

onChange (✅ Option F)

Runs when a specific field value changes.

Used for dynamic form behavior, such as making fields mandatory based on another field's value.

Example: If "Category" is changed to "Hardware," then show the "Hardware Type" field.

onSubmit (✅ Option A)

Runs when the form is submitted.

Used for final validation before allowing submission.

Example: Preventing submission if a mandatory field is left empty.

onCellEdit (✅ Option C)

Runs when a cell value is edited inline in a list view.

Used to trigger immediate validation or updates without opening the full form.

Example: Displaying an alert when a user directly changes an incident's priority from a list view.

Why Are the Other Options Incorrect?❌ B. onUpdate

No "onUpdate" client script type exists in ServiceNow.

"onUpdate" is relevant in Business Rules, not Client Scripts.

❌ E. onEdit

No "onEdit" client script type exists.

Similar functionality can be achieved with "onChange" or "onCellEdit" scripts.

❌ G. onSave

No "onSave" client script type exists.

"onSubmit" handles validation before saving a record.

Reference from Certified System Administrator (CSA) Documentation:📌 ServiceNow Docs – Client Scripts🔗 ServiceNow Client Scripts Documentation

"Client Scripts can be onLoad, onChange, onSubmit, or onCellEdit depending on when they execute."

Conclusion:✅ The correct answers are:

A. onSubmit (Runs when submitting a form)

C. onCellEdit (Runs when editing a list cell)

D. onLoad (Runs when a form loads)

F. onChange (Runs when a field value changes)

In ServiceNow’s Service Catalog, variables are used to capture user input when they request catalog items. These variables allow for dynamic and customized data collection for different service requests.

Among the options provided, the three valid variable types that can be added to a Service Catalog Item are:

Multiple Choice:

This variable type presents users with multiple predefined options, but only allows them to select one answer.

Example: "What type of laptop do you need?" with options: MacBook, Windows Laptop, Chromebook.

Select Box:

Similar to Multiple Choice but presented in a drop-down format, making it useful when space needs to be conserved in a form.

Example: "Select your department" with a drop-down list of IT, HR, Finance, etc.

Checkbox:

A simple True/False variable that allows users to check a box to indicate a selection.

Example: "Do you need an external monitor?" (Checkbox can be checked for 'Yes' or left unchecked for 'No').

Option A (True/False, Multiple Choice, and Ordered)

True/False is not a variable type in the Service Catalog. ServiceNow uses Checkbox for Boolean (Yes/No) values instead.

Ordered is not a valid Service Catalog variable type.

Option B (True/False, Checkbox, and Number List)

True/False is incorrect (ServiceNow uses "Checkbox" instead).

Number List is not a valid Service Catalog variable type.

Option C (Number List, Single Line Text, and Reference)

Number List is not a valid variable type.

Single Line Text and Reference are valid variables but were not all correct in this case.

ServiceNow Docs: Service Catalog Variableshttps://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-catalog-management/concept/c_ServiceCatalogVariables.html

ServiceNow CSA Official Training Guide (Service Catalog & Request Management)

Why the other options are incorrect?References from Certified System Administrator (CSA) Documentation:

n ServiceNow, the List Editor allows users to edit field values directly within a list without opening the record in a form. This feature is particularly useful for making quick modifications to multiple records without the need to open each one individually.

Users navigate to a list view of records (e.g., an incident list).

If a field is editable via the List Editor, clicking on it will allow inline editing.

After making changes, users can press Enter or click outside the field to save.

Inline Editing: Users can modify fields directly from the list.

Multi-Row Editing: Certain fields support bulk updates.

Security Controls: Admins can control which fields are editable via List Editor through dictionary settings.

Audit and History Tracking: Changes made via List Editor are logged for tracking purposes.

A. Data Editor: No such term as "Data Editor" exists in ServiceNow.

B. Edit Menu: This does not refer to inline editing; instead, it's a general menu for editing options.

D. Form Designer: Used for configuring form layouts, not for inline editing.

ServiceNow Product Documentation → Lists and List Editing

ServiceNow CSA Exam Guide → Covers List Editor as a core feature of instance configuration.

How List Editor Works:Key Features of List Editor:Why Other Options Are Incorrect:Reference from CSA Documentation:This verifies that List Editor is the correct answer.

In ServiceNow, Access Control Rules (ACLs) define the permissions required for users to interact with records, fields, or UI actions. ACLs are enforced at the database level and are evaluated before granting access to a user.

Access Control rules can be configured using three primary permission requirements:

Roles define a set of permissions assigned to users.

Access Control rules can require users to have a specific role (e.g., admin, itil, catalog_admin) to perform an action on a table, field, or record.

Example:

A rule might state: Only users with the itil role can read the Incident table.

Conditional expressions allow access based on a specified condition.

These conditions are evaluated at runtime, and access is granted if they are met.

Example:

A condition could be: "Allow access if the record's 'State' field is 'New'".

This would mean that users can only modify records if their state is "New".

Scripts allow advanced, custom logic to determine access.

ACLs support server-side scripts (written in JavaScript) that use the gs.hasRole(), current object, or other logic to evaluate whether a user should have access.

Example:

1. Roles (Correct - ✅)2. Conditional Expressions (Correct - ✅)3. Scripts (Correct - ✅)javascript

CopyEdit

// Allow access only if the user is the requester of the record

answer = current.requested_for == gs.getUserID();

Scripts provide flexibility by allowing complex access conditions beyond simple roles or expressions.

C. Assignment Rules ❌ (Incorrect)

Assignment Rules are used to automatically assign records to users or groups based on conditions.

They do not define access control permissions.

E. User Criteria ❌ (Incorrect)

User Criteria is used in Service Catalog and Knowledge Base (KB) to control access to catalog items or knowledge articles.

It is not used for ACLs at the table/field level.

F. Groups ❌ (Incorrect)

Groups are collections of users but cannot be directly used in ACLs.

Instead, roles (which are often assigned to groups) are used to define ACL permissions.

Why Other Options Are Incorrect?

ServiceNow Product Documentation - Access Control Rules

Access Control Rules Overview

Defining Access Control Rules

ServiceNow Security Model

Role-Based Access

Scripted ACLs

References from ServiceNow CSA Documentation: