CSA Exam Dumps - ServiceNow Certified System Administrator

In ServiceNow, a user only sees modules and records they have permission for, based on roles and group memberships. If an IT user can only see Self-Service, it's likely because they lack the required roles for IT tasks.

B. His user account does not belong to any groups that contain the ITIL role ✅

The ITIL role is assigned via user groups (e.g., "Service Desk," "IT Support").

If the user is not in an ITIL role group, they will not see IT-related modules.

D. His user account does not have the ITIL role ✅

The ITIL role (itil) is required to access Incidents, Changes, Tasks, and Service Catalog Management.

Without it, the user only sees Self-Service options (e.g., requesting services, reporting issues).

A. His user account failed LDAP authentication ❌

If LDAP authentication failed, the user would not be able to log in at all.

The issue here is role-based access, not authentication.

C. His user account was not approved by his manager ❌

User approval may be required for account creation, but it does not affect role permissions.

E. His user account is not logged in properly ❌

If the user was not logged in properly, they would not see any homepage at all.

The issue here is limited access due to missing roles.

ServiceNow Documentation: User Roles and Permissions

ServiceNow Best Practices: Managing ITIL Roles and Groups

Correct Answers Explanation:Incorrect Answer Choices Explanation:References:

In ServiceNow, Related Lists display records that are linked to the current record through relationships. To manage records within a Related List, the following buttons are commonly used:

1. "New" Button✅ Creates a new record in the related list

Example: In the User Form, the "Groups" related list has a "New" button to add a new Group membership.

2. "Add" Button✅ Adds an existing record to the related list

Example: In the Incident Form, the "Affected CIs" related list has an "Add" button to associate existing CIs with the incident.

3. "Edit" Button✅ Modifies existing relationships

Opens a multi-record selection view, allowing users to add or remove multiple related records at once.

Example: Editing User Roles in the User Form allows selecting multiple roles at once.

A. Publish❌ Incorrect – "Publish" is used in Knowledge Management for articles, not related lists.

D. Manage❌ Incorrect – There is no standard "Manage" button in Related Lists.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Related Lists Overview📖 Using Related Lists

ServiceNow Docs – Configuring Related Lists📖 Configuring Related Lists

Official ServiceNow Documentation References:

In the Data Visualization configuration panel, users can define how data is presented. The available options include:

Metrics (A) → Used to track and visualize performance over time.

Chart mapping (D) → Displays data in a graphical format like bar charts, pie charts, and line graphs.

Explanation of Incorrect Options:

Time maps (B) → Not a standard Data Visualization component in ServiceNow.

Configuration items (C) → Refers to CMDB records, not a visualization method.

Data sources (E) → Provides data but is not a visualization method.

Both UI Policies and Data Policies are used to enforce rules on data in ServiceNow, but they work differently in terms of where and how they apply.

Key Differences Between UI Policies and Data Policies:Feature

UI Policy

Data Policy

Scope

Works only on forms in the user interface (UI)

Works on all data entry methods, including forms, imports, and web services

Execution

Runs client-side in the browser

Runs server-side on the database

Purpose

Dynamically show/hide, make fields mandatory, or read-only on forms

Enforces mandatory and read-only fields at the database level

Applies to

User interactions on forms

All data sources (Forms, Import Sets, Web Services, API)

Conversion

Can be converted into Data Policies

Cannot be converted into UI Policies

Why "B. Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions" is Correct:✅ Data Policies apply to all data entry methods, ensuring data integrity no matter how the data enters ServiceNow.✅ UI Policies only apply to the user interface (forms) and dynamically modify field behavior in real-time.

A. Data Policies run only after UI Policies run successfully → ❌ UI Policies and Data Policies work independently and do not depend on each other.

C. Data Policies can be converted into UI Policies, but UI Policies cannot be converted into Data Policies → ❌ The opposite is true: UI Policies can be converted into Data Policies, but not the other way around.

D. Data Policies run when data is entered through the form, by an Import Set, or by Web Services, while UI Policies are set only by web services → ❌ UI Policies are not related to web services; they only apply to form interactions.

Why Other Options Are Incorrect:

ServiceNow Documentation: UI Policies vs. Data Policies

CSA Exam Guide: Covers UI Policies and Data Policies differences in form and system-wide data enforcement.

Reference from CSA Documentation:Thus, the correct answer is:✅ B. Data Policies run regardless of how data is entered into ServiceNow, while UI Policies are used for form interactions

In ServiceNow, UI Policies and Data Policies serve different but complementary purposes in controlling data behavior and enforcing business rules.

UI Policies are client-side rules that dynamically change form behavior based on user interactions.

They enable administrators to show/hide fields, make fields read-only, or set fields as mandatory dynamically.

UI Policies only apply when a user is interacting with a form through the ServiceNow UI (Client-side execution).

These policies do not enforce rules if data is added via an Import Set, API, or background script.

Data Policies enforce rules server-side, meaning they apply regardless of how data is entered (e.g., form submission, Import Sets, SOAP/REST API calls, or Business Rules).

They ensure data integrity by making fields mandatory, setting read-only properties, or applying other restrictions.

Data Policies can apply conditions globally, unlike UI Policies, which work only in the UI context.

UI Policies:Data Policies:Key Differences:Feature

UI Policy

Data Policy

Scope

Affects only forms (Client-side)

Affects all data entry points (Server-side)

Execution Location

Runs in the browser

Runs on the server

Triggers

User interaction on the form

Any data entry method (Forms, Import Sets, API, etc.)

Enforcement

Works only when using the UI

Applies even when data is added outside the UI

"Data Policies run regardless of how data is entered into ServiceNow" → Correct, because Data Policies enforce rules whether the data is entered via UI, API, Import Sets, or other means.

"UI Policies are used for form interactions" → Correct, because UI Policies apply only to client-side form behavior.

Option A: Incorrect. UI Policies are not set by web services; they are applied when interacting with forms.

Option B: Incorrect. While some Data Policies can be converted into UI Policies, the reverse is not true in all cases.

Option D: Incorrect. UI Policies and Data Policies operate independently, and Data Policies do not depend on UI Policies running first.

Why Option C is Correct:Why Other Options are Incorrect:

References:For official documentation, refer to:

ServiceNow Docs - UI Policies

ServiceNow Docs - Data Policies

ServiceNow Community - UI Policy vs Data Policy

A UI Policy is the preferred no-code approach in ServiceNow to dynamically control the mandatory, read-only, or visibility state of form fields based on specified conditions. Unlike Client Scripts, which require JavaScript coding, UI Policies provide an easy-to-configure, rule-based solution.

They allow administrators to control form behavior without scripting.

They are faster and more efficient than Client Scripts.

They run on the client-side, meaning changes occur dynamically as users interact with the form.

Define conditions (e.g., "Priority is High").

Set actions (e.g., make "Due Date" mandatory, read-only, or hidden).

Apply the UI Policy to the form automatically when the condition is met.

A. UI Action → UI Actions create buttons, links, or context menu items; they do not control form fields.

B. Client Script → While Client Scripts can achieve similar functionality, they require JavaScript coding, making them a low-code rather than a no-code solution.

C. UI Script → UI Scripts are reusable JavaScript libraries, not designed for controlling form fields.

D. UI Rule → No such feature exists in ServiceNow.

In ServiceNow, System Import Sets is the primary application used to import and transform data from external sources into the platform. It provides a structured way to load data into tables while allowing data transformation and mapping before final insertion.

Data Loading from External Sources:

Supports imports from CSV, Excel, XML, JSON, and JDBC databases.

Allows data from external systems to be brought into ServiceNow.

Staging Area for Data Processing:

Imported data first enters a temporary staging table (Import Set Table).

Data can then be transformed before being committed to the target table.

Data Mapping and Transformation:

Uses Transform Maps to map fields from the Import Set Table to the Target Table.

Supports automatic field mapping and scripted transformations.

Data Cleansing and Validation:

Duplicate records can be detected and removed.

Invalid or missing data can be corrected before insertion.

Navigate to System Import Sets (All → System Import Sets → Load Data).

Upload the data file (CSV, XML, JSON, etc.).

Create a Transform Map to define how data is mapped to the target table.

Run the transformation to move data from the Import Set Table to the final table.

Verify the data in the target table.

A company imports employee records from an external HR system (CSV file).

The System Import Sets module loads this data into a staging table.

A Transform Map moves the data into the User [sys_user] table.

Key Features of System Import Sets:Steps to Load Data Using Import Sets:Example Use Case:

Why Option C (System Import Sets) is Correct?✅ System Import Sets is the primary tool for loading data into ServiceNow from external sources.

Why Other Options Are Incorrect?❌ A. Service Level Management → Incorrect

Service Level Management (SLM) is used to track Service Level Agreements (SLAs), not to import data.

❌ B. Configuration → Incorrect

Configuration Management (CMDB) helps track configuration items (CIs) but does not handle data imports.

❌ D. System Update Sets → Incorrect

Update Sets are used to move configurations and customizations between instances, not to import data.

ServiceNow Docs – Importing Data with System Import Setshttps://docs.servicenow.com

ServiceNow Learning – Data Import & Transformation Best Practices

ServiceNow Developer Portal – Using Import Sets Efficiently

References from Certified System Administrator (CSA) Documentation: