CSA Exam Dumps - ServiceNow Certified System Administrator

In ServiceNow, when viewing a list view, you can easily filter out specific values by right-clicking on the field value and selecting "Filter Out". This action dynamically updates the filter to exclude records with that value.

Navigate to the Incident List.

Locate a record with State = Resolved.

Right-click on the "Resolved" value in the State column.

Select "Filter Out" from the context menu.

The list automatically refreshes, showing only incidents excluding "Resolved".

A. On the list of records, locate the right-click on the Resolved value, select Exclude.

"Exclude" is not an option in the ServiceNow list filter menu. The correct option is "Filter Out".

B. Click Funnel icon, click AND, Select Resolved, is Not State click Run.

The funnel icon opens the filter panel, but this answer is unnecessarily complex. Right-clicking and filtering out is faster.

C. On state column title, right-click, select Filter Out > Resolved.

You cannot right-click the column title to filter out a specific value; you must right-click on a specific field value.

D. On Search, select State, type not Resolved, press enter.

The correct syntax in the filter bar is "State != Resolved", but right-clicking is a more user-friendly method.

ServiceNow Filtering and List Views

ServiceNow CSA Training Module: "Working with Lists and Filters"

Steps to Exclude Incidents with the State "Resolved":Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

Importing spreadsheet data into a ServiceNow table follows a structured process that ensures data is accurately mapped and transformed before being added to the target table. The correct process consists of three main steps:

Navigate to System Import Sets > Load Data.

Upload the spreadsheet (CSV, Excel, etc.) or connect to an external data source.

The system creates an Import Set Table to temporarily store the imported data.

A Transform Map is created to define how fields from the Import Set map to fields in the target table (e.g., incident, cmdb_ci).

Field mappings can be manually configured or auto-mapped if field names match.

Coalesce fields are defined to prevent duplicate records by identifying unique keys.

The Transform Map is executed, transferring data from the Import Set to the final target table.

Any transformation scripts (such as data conversions) are applied during this process.

The imported data is now available in the production table.

1. Load Data (Import Set Creation)2. Create Transform Map (Mapping Fields to Target Table)3. Run Transform (Apply Data to the Target Table)

B. Select Import Set, Select Transform Map, Run Transform

You must first load data before selecting an Import Set. Import Sets are created after data is loaded into the system.

C. Select Data Source, Schedule Transform

While Data Sources define where data comes from, they do not load data directly. Scheduling transformations is optional, but it's not the primary step-by-step method for importing data.

D. Define Data Source, Select Transform Map, Run Transform

Defining a Data Source is part of setting up external integrations, but it is not required for a basic spreadsheet import.

Why Other Answers Are Incorrect:

ServiceNow Data Import and Transform Maps

ServiceNow CSA Training Module: "Importing Data and Managing Import Sets"

References from Certified System Administrator (CSA) Official Documentation:

Detailed Explanation:In ServiceNow, list views can be customized to group records by specific fields to enhance data organization. To group records by the Category column:

Option A allows administrators to use the list context menu to group records by category, providing easy data visualization based on the selected column.

Option D involves using the Group icon (usually located in the column header) and selecting the category for grouping. These grouping options simplify navigating and analyzing data by sorting records based on relevant columns, like Category. (Reference: ServiceNow Documentation - List Controls and List Context Menu)

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When setting a data policy in ServiceNow, it applies to all data entered into the platform, regardless of whether the data comes from:

UI Forms

Import Sets

Web Services (APIs, integrations, etc.)

Where Does the Data Policy Run?✅ Data Policies Run on the Server-Side

Data policies enforce data consistency and validation at the server level.

They apply uniformly across all data entry points, ensuring that validation rules are enforced before storing data in the database.

A. Client → ❌ Incorrect

Data Policies do not run on the client-side (browser).

Client Scripts and UI Policies handle client-side validation.

C. Browser → ❌ Incorrect

Data Policies do not operate within the browser; they work at the database level on the server.

D. Network → ❌ Incorrect

ServiceNow does not enforce policies at the network layer; all validations occur on the application server (Server-Side Processing).

Why Other Options Are Incorrect?Key Differences Between Data Policies and Other Validation Methods:Validation Type

Runs On

Applies To

Purpose

Data Policy

Server

UI, Import Sets, Web Services

Enforces rules across all data sources

UI Policy

Client (Browser)

UI Forms

Dynamically changes form behavior

Client Script

Client (Browser)

UI Forms

Runs JavaScript in the user's browser

Business Rule

Server

Database Transactions

Executes logic when records are inserted, updated, or deleted

Data Policies Overview

Difference Between UI Policies and Data Policies

Official ServiceNow Documentation Reference:

In ServiceNow, groups are stored in the sys_user_group table. This table defines groups of users who share common responsibilities, such as IT support teams, HR teams, or security teams.

Groups are used to assign roles and permissions to multiple users at once.

Common groups include Service Desk, IT Support, Change Advisory Board (CAB), and HR teams.

The sys_user_group table is linked to sys_user (Users) and sys_user_role (Roles).

B. Group [sn_sys_user_group] – No such table prefix (sn_) exists for user groups in ServiceNow.

C. User Group [user_groups] – Incorrect table name; ServiceNow follows the sys_ naming convention.

D. User Groups [sn_user_groups] – Not a valid ServiceNow table.

E. Groups [sys_user_groups] – Incorrect pluralization; ServiceNow tables typically use singular names (e.g., sys_user_group).

ServiceNow sys_user_group Table Documentation

ServiceNow CSA Training Module: "User and Group Administration"

Key Details about sys_user_group:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

In ServiceNow, user records are stored in the sys_user table. This table contains all user-related information such as username, email, department, roles, and active status.

sys_user Table Structure:

Stores all user accounts in the system.

Contains fields like user_name, email, first_name, last_name, and roles.

Administrators can manage users via User Administration > Users in the ServiceNow navigation panel.

B. User [sn_user] – There is no such table named sn_user in ServiceNow.

C. User [u_sys_user] – The u_ prefix indicates a custom table, which is not the default ServiceNow table.

D. User [s_user] – This table does not exist in ServiceNow.

Spokes in ServiceNow IntegrationHub are pre-built connectors that allow organizations to integrate with external systems without requiring custom scripting. They provide low-code/no-code solutions, making integrations faster and more scalable.

A. Reduces the need for code ✅

Spokes come with prebuilt actions, reducing the need for custom scripting.

Example: Instead of writing a REST API script to send a message via Slack, a Slack Spoke provides an action for it.

B. Features scale and control mechanisms ✅

Spokes support enterprise scalability with built-in governance, security, and control mechanisms.

Example: Rate limits prevent excessive API calls, ensuring stability in large-scale integrations.

D. Ensures discoverability and reuse ✅

Spokes allow actions to be reused across different flows and automations.

This enhances maintainability by ensuring integrations are not duplicated.

C. Free spokes are available in the ServiceNow Store ❌

While some spokes are free, many require a separate license.

IntegrationHub Standard and Enterprise subscriptions cover most advanced spokes.

E. Automated event management ❌

Event Management is part of ITOM, not IntegrationHub Spokes.

While spokes trigger actions based on events, they do not manage events like ITOM Event Management.

ServiceNow Documentation: IntegrationHub and Spokes

ServiceNow Developer Guide: Using Spokes in Flow Designer

Correct Answers Explanation:Incorrect Answer Choices Explanation:References:

ServiceNow Notifications are used to inform users about events or activities occurring within the system. They can be triggered based on system events and can be delivered via multiple channels, such as email, SMS, and push notifications.

How Notifications Work:

Triggered by events (e.g., when an incident is assigned to a user).

Configurable through System Notification > Email > Notifications.

Can be sent via Email, SMS, or Push Notifications.

B. Alerts – Alerts provide system messages but are not tied to the notification system.

C. Texts – Not a ServiceNow feature; SMS notifications are handled within the Notification system.

D. Events – Events trigger notifications but do not directly inform users.

E. Emails – Email is one of the delivery methods for notifications, but Notifications is the actual ServiceNow feature managing them.