CSA Exam Dumps - ServiceNow Certified System Administrator

The Activity Stream in ServiceNow records all updates, comments, work notes, and system events related to a record.

To filter the Activity log to show only Work Notes, follow these steps:

Locate the Activity Stream section on the form.

Click the Funnel (Filter) icon.

Select Work Notes to display only the relevant updates.

This allows the subject matter expert to focus only on work notes left by other users, ensuring quick access to important information.

A. Click Context menu > Work Notes View ❌

There is no default "Work Notes View" option in the context menu for filtering the Activity log.

B. Click Personalize icon and select Activity Stream ❌

The Personalize icon is used for UI preferences, not for filtering work notes.

C. Right-click form header > Form Layout > Add Work Notes Section ❌

Adding a "Work Notes" field to the form does not filter the existing activity log.

E. Click Context menu > History ❌

The History option tracks user navigation and does not filter Work Notes in the Activity log.

In ServiceNow, Templates are used to quickly populate fields in a form with pre-defined values, improving efficiency and consistency.

C. Stamp ✅

The Stamp icon (🖂) on the form header provides access to Template features.

Clicking this icon allows users to apply pre-configured templates to quickly fill out form fields.

Users can also create, manage, and apply personal or global templates from this menu.

Example Usage:

A Service Desk Agent applying an "Urgent Incident" template to auto-fill priority, assignment group, and category fields.

A. Paper Clip ❌

The Paper Clip icon is used for attaching files to a record, not for templates.

B. More Options (…) ❌

The More Options menu provides additional record actions, but templates are accessed through the Stamp icon.

D. Context Menu ❌

The Context Menu (right-click or three-line menu) provides form options but does not directly access templates.

ServiceNow Documentation: Using Form Templates

ServiceNow Admin Guide: Creating and Managing Templates

Correct Answer Explanation:Incorrect Answer Choices Explanation:References:

Activity Formatter is a UI element in ServiceNow forms that logs all updates, comments, and history related to a task.

It consolidates user interactions and system-generated updates in one place.

Understanding CMDB and Use Case Modeler:

The CMDB (Configuration Management Database) contains information about Configuration Items (CIs) and their relationships.

CMDB Use Case Modeler is a tool within ServiceNow that helps users visualize and analyze CIs and tables related to a specific business use case.

Why CMDB Use Case Modeler is the Correct Answer:

It maps tables and CIs to specific use cases, providing an organized view of how different components interact.

It helps analyze dependencies and understand the impact of changes on IT services.

It assists with troubleshooting and compliance checks by offering a graphical representation of CIs.

Why Other Answers Are Incorrect:

A. Scenario Dashboard → Not a recognized ServiceNow tool for viewing CIs or tables related to a use case.

B. CI Use Case Modeler → No such feature exists; it may be confused with the correct answer (CMDB Use Case Modeler).

D. Common Service Data Model (CSDM) product view → The CSDM provides a standardized framework for organizing CMDB data but does not specifically offer a tool for viewing tables and CIs related to a use case.

Best Practice Solution:

To access CMDB Use Case Modeler in ServiceNow:

Navigate to CMDB Workspace → Use Case Modeler

Select the relevant use case and analyze the related CIs and tables

Ensure that your CMDB is properly populated and maintained to get accurate results.

The Activity Stream icon (Live Feed) allows users to monitor real-time updates on records assigned to them. This is particularly useful for task workers who need to track customer responses, status changes, and work progress without manually refreshing records.

Navigate to My Work List (or any list view showing assigned tasks).

Click the Activity Stream (Live Updates) icon at the top of the list.

A real-time updates frame appears, showing all changes to the listed records.

A. Open an Agent Workspace tab for each record he wants to monitor ❌

While Agent Workspace offers real-time updates, opening multiple tabs is inefficient and unnecessary when live updates can be monitored in a single stream.

B. Select Service Desk > My Work Dashboard ❌

The My Work Dashboard provides an overview of assigned tasks but does not show live updates.

C. Click on the eyeglass icon to expand the Monitor frame ❌

There is no "eyeglass icon" used for monitoring updates in ServiceNow.

An Update Set in ServiceNow is a container that captures configuration changes (such as form modifications, business rules, or UI policies) made in an instance. These changes can then be migrated from a development (Dev) environment to a test or production environment.

Key Features of Update Sets:✔ Captures form modifications, ACLs, scripts, and configurations.✔ Helps in migrating changes between instances (Dev → Test → Prod).✔ Ensures consistency across environments.

B. Transform maps ❌

Used for mapping data fields during an import, not for migrating configuration changes.

C. System dictionaries ❌

Defines table and field attributes but does not store configuration changes for migration.

D. Import sets ❌

Used for importing external data into ServiceNow, not for transferring configuration changes.

Detailed Explanation:In ServiceNow, when reporting data is required from multiple tables and dot-walking isn’t feasible, creating a Database View is often the best approach. A Database View allows joining multiple tables virtually without creating new records, making it highly efficient for reporting. This view can then be used as a data source for reports, pulling information across tables without physically combining data. According to ServiceNow documentation, this is especially useful for creating complex reports that rely on data relationships across tables without altering the underlying data structure. (Reference: ServiceNow Documentation - Database Views)

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Flow Designer in ServiceNow allows users to automate workflows with actions. Actions are reusable operations that execute tasks like creating records, sending notifications, and approvals.

A. Wait for Condition ✅

This action pauses the flow until a specified condition is met.

Example: Wait until an Incident is resolved before proceeding with follow-up actions.

B. Ask for Approval ✅

Sends an approval request to a user or group.

Example: Ask a manager for approval before escalating an incident.

C. Create Record ✅

Creates a new record in any table.

Example: Create a new Change Request when an Incident reaches a critical priority.

F. Look Up Record ✅

Retrieves records based on specified criteria.

Example: Find the user’s manager based on the requested user’s ID.

D. Wait for Match ❌

There is no core Flow Designer action called "Wait for Match."

This is likely confused with "Wait for Condition", which is the correct action.

E. Look for Update ❌

There is no standard action named "Look for Update."

Instead, flows use "Wait for Condition" or "Look Up Record" to detect changes.

ServiceNow Documentation: Flow Designer Actions

ServiceNow Training: Using Flow Designer

Correct Answers Explanation:Incorrect Answer Choices Explanation:References: