CSA Exam Dumps - ServiceNow Certified System Administrator

In ServiceNow Knowledge Management, several features help support continuous improvement of knowledge articles by allowing users to provide feedback, ratings, and flag issues. These features ensure that knowledge remains accurate, relevant, and useful over time.

B. Add Comments ✅

Allows users to provide feedback directly on knowledge articles.

Comments help knowledge managers refine content based on user suggestions.

D. Tag as Helpful ✅

Users can mark an article as helpful, indicating that it provided useful information.

Helps knowledge managers assess the article’s effectiveness.

E. Flag Article ✅

Users can flag an article if they find inaccuracies or outdated content.

Flags alert knowledge managers to review and update the content.

F. Rate with Stars ✅

Users can rate an article using a star-based rating system (e.g., 1 to 5 stars).

This helps knowledge managers understand which articles are high-quality vs. low-quality.

A. Submit KB Errata ❌

No such built-in feature exists in ServiceNow Knowledge Management.

C. CC Click Frowning Icon ❌

No such feature exists. ServiceNow provides a "Helpful" or "Flag" option instead.

A Schema Map in ServiceNow provides a visual representation of a table's relationships, including its extensions, references, and dependencies. This is useful for administrators and developers to understand how data is structured within an instance.

Navigate to System Definition > Tables

Select the desired table (e.g., incident, task, cmdb_ci, etc.)

Scroll to the "Related Links" section at the bottom of the form

Click "Show Schema Map"

How to Access the Schema Map for a Table:This will open a graphical representation of the table, showing:✅ Tables that extend from the selected table✅ Tables that reference the selected table✅ Fields that establish relationships

A. System Dictionary > Show Schema Map; Select Table

The Schema Map is not accessed via the System Dictionary.

C. System Definition > Show Schema Map; Select Table

There is no direct "Show Schema Map" menu under System Definition; you must go through Tables first.

D. System Definition > Dictionary: Select Table; Go to Related Links and click Show Schema Map

The Dictionary module does not provide a Schema Map option directly for tables.

Schema Maps Overview

Viewing Table Relationships with Schema Map

Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:

In ServiceNow Access Control Rules (ACLs), if an administrator wants to grant access to all rows and all fields of a custom table (e.g., customer table) to specific roles (customer_table_admin and customer_table_user), they should create an ACL rule using the format:

➡️ tablename.*

For the Customer Table, the correct ACL format is:

➡️ customer.*

This rule allows both customer_table_admin and customer_table_user full access to all fields and records in the customer table.

A. customer.all ❌

Incorrect syntax; ServiceNow does not use .all in ACL rules.

C. customer.field ❌

This would apply only to a specific field, not all rows and fields.

D. customer.none ❌

No such ACL naming convention exists in ServiceNow.

Detailed Explanation:In ServiceNow, users with the Impersonate role can impersonate other users to troubleshoot and validate user permissions and experiences. However, System Administrator accounts cannot be impersonated to maintain security and prevent unintended administrative access. This restriction ensures that sensitive administrative functions are secure and can only be accessed directly. (Reference: ServiceNow Documentation - User Impersonation and Security Restrictions)

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Employee Self-Service (ESS) is the interface in ServiceNow that allows employees to:

Search for knowledge articles.

Submit service requests.

View notifications and communication updates.

ESS is designed to provide a simple, user-friendly interface for employees to interact with IT and other departments.

Explanation of Incorrect Options:

Customer Service Management (A) → Used for customer support, not internal employee requests.

Service Portal (B) → A broader framework that ESS can be built on, but ESS is the specific user interface for employee interactions.

One Stop Shop (D) → Not a standard ServiceNow term or interface.

Detailed Explanation:To assign a task to themselves, users in ServiceNow can:

Option A: Use the check box to select the record, then click the Person icon to assign it.

Option B: Select the Task number and use the Assign to me UI action available on the form. These methods provide quick ways for users to take ownership of tasks directly from the list view. (Reference: ServiceNow Documentation - Task Assignment and List Actions)

In ServiceNow List Views, users can customize and personalize the displayed columns to fit their needs.

Open any list view (e.g., Incidents, Requests).

Click the Gear icon (âš™) in the top-right corner of the list.

The Personalize List Columns window appears.

Select or remove columns as needed.

Click Save to apply changes.

Steps to Personalize List Layout (Columns):This customization is user-specific, meaning it only affects the logged-in user’s view.

B. Select the column to be personalized > Click Edit icon (Penal) > Choose options to personalize ❌

No Edit icon (Pencil) for column customization exists in List Views.

C. Context Menu > View > Personalize ❌

The Context Menu (right-click menu) allows you to filter or sort data but does not customize columns.

D. Select the column to be personalized and right-click the header > Choose options to personalize ❌

Right-clicking the column header provides sorting and grouping options, not full column customization.

In ServiceNow Knowledge Management, User Criteria is used to control access to knowledge bases (KBs) and articles based on user attributes such as company, department, group, and roles.

Understanding the Given Criteria:Criteria

Value

Companies

ACME North America

Department

HR

Groups

ACME Manager

Match All

Yes

The Match All: Yes setting means that only users who meet ALL the specified criteria will have access.

Who Gets Access?✅ Users must be:

A member of the ACME Manager group

Part of the HR department

An employee of ACME North America

B. Employees of ACME North America, who are members of HR Department or the ACME Manager group → ❌ Incorrect

The "OR" condition is incorrect because Match All: Yes requires users to meet ALL conditions.

C. Users which are members of either ACME North America, or HR Department, or ACME Manager Group → ❌ Incorrect

Again, Match All: Yes means users must meet all criteria, not just one.

D. Member of the ACME Manager group, and HR department, regardless of geography → ❌ Incorrect

Company (ACME North America) is part of the criteria, so it cannot be ignored.

Why Other Options Are Incorrect?

User Criteria for Knowledge Bases

Managing Knowledge Base Access

Official ServiceNow Documentation Reference: