CSA Exam Dumps - ServiceNow Certified System Administrator

In ServiceNow, Tags are used to categorize, flag, and quickly locate records within the system. Tags help users organize records for easy retrieval and filtering.

User-created or system-defined tags allow for custom categorization of records.

Tags can be applied to any record, such as incidents, changes, knowledge articles, or tasks.

Users can filter records based on tags for quick access.

Tags are personal (for individual users) or global (shared across users).

Incident Management:

A user can tag "High Priority" incidents for quick reference.

Knowledge Base Articles:

Articles related to password reset can be tagged as "Password Issues" for easier searchability.

Service Catalog Requests:

Users can tag frequently used catalog items as "Common Requests".

Key Features of Tags in ServiceNow:Example Use Cases of Tags:

Tags categorize and organize records, making them easy to find.

They act as custom labels that help users filter and retrieve records efficiently.

They are built-in features in ServiceNow and can be managed from the Tag Management module.

Why "C. Tags" is the Correct Answer?

A. Search – Incorrect

The Search function helps users find records but does not categorize or flag them.

B. Favorites – Incorrect

Favorites allow users to bookmark frequently accessed modules and reports, but they do not categorize records.

D. Bookmarks – Incorrect

Bookmarks are not a native ServiceNow feature for categorizing records; Favorites serve this function instead.

Explanation of Incorrect Options:

ServiceNow Docs: Using Tags to Organize Records

ServiceNow CSA Study Guide – Navigating and Searching in ServiceNow

ServiceNow Product Documentation: Managing and Filtering Tagged Records

References from Certified System Administrator (CSA) Documentation:

In Performance Analytics (PA), long-term signals are key performance indicators (KPIs) that help organizations make data-driven decisions for sustained workflow stability. These KPIs provide trends over time, allowing businesses to analyze patterns, predict future performance, and optimize workflows for efficiency.

Track Trends Over Time → Identify slow-moving changes and patterns.

Support Predictive Analysis → Help in making data-driven strategic decisions.

Reduce Unplanned Changes → Avoid reactive decisions by monitoring historical data.

Incident Backlog Over Time → Measures incident accumulation to prevent delays.

Change Success Rate → Analyzes how well changes are implemented without failures.

Mean Time to Resolution (MTTR) → Tracks how long it takes to resolve incidents.

How Long-Term Signals Help in Workflow Stability:Example KPIs Used in Performance Analytics:

Why "A. Long-term signals" is Correct:✅ Long-term signals provide historical trends that help organizations maintain stable workflows.

B. Non-signals → ❌ No such term exists in Performance Analytics.

C. Anti-signals → ❌ Not a recognized Performance Analytics term.

D. Stability signals → ❌ Misleading term; long-term signals are what provide stability insights.

Why Other Options Are Incorrect:

ServiceNow Documentation: Performance Analytics Overview

CSA Exam Guide: Covers long-term KPI tracking for workflow stability.

Reference from CSA Documentation:Thus, the correct answer is:✅ A. Long-term signals

In ServiceNow, an Event is a system-generated notification that indicates an occurrence within the platform. Events are triggered automatically or manually when specific conditions are met and can be used to initiate notifications, business rules, workflows, or integrations.

Events Indicate That Something Has Happened

Example: When an Incident is assigned, an event like "incident.assigned" can be triggered.

These events do not execute actions themselves, but they notify other processes to take action.

Events Are Stored in the [sys_event] Table

The Event Log (System Policy > Events > Event Log) records all generated events.

Administrators can monitor what events were triggered, their sources, and timestamps.

Events Can Be Used for Notifications & Workflows

Example: An event "incident.closed" can be configured to send a "Thank You" email to the requester.

Example: A custom event "task.overdue" can be used to trigger a workflow escalation.

Events signal that something has happened, allowing other processes (like email notifications or workflows) to react.

They do not execute actions themselves but notify scripts, business rules, or workflows.

Key Characteristics of Events in ServiceNow:Why is "B. An Event is an indication to the ServiceNow processes that something has occurred" the Correct Answer?

A. "An Event is a trigger that has a direct response in the platform" → ❌ Incorrect

Events themselves do not trigger direct responses; they only notify the system about occurrences.

The system must be configured to respond to an event (e.g., via a Business Rule, Notification, or Script Action).

C. "An Event is an indicator that a Priority 1 (P1) Incident has been logged" → ❌ Incorrect

While ServiceNow can generate an event when a P1 Incident is logged, events are not limited to incidents.

Events apply to all ServiceNow processes (incidents, changes, tasks, etc.).

D. "An Event is a recognized, scheduled occurrence of a process" → ❌ Incorrect

Events are not scheduled; they are triggered by system activities (e.g., record updates, conditions met).

Scheduled Jobs or Scheduled Scripts handle time-based automation, not events.

Why the Other Options Are Incorrect?

Navigate to: System Policy > Events > Event Log

Review the event records, including event names, sources, and timestamps.

Navigate to: System Policy > Events > Registry to see predefined event names.

Use Event Registry to create new events that trigger notifications or workflows.

How to View and Use Events in ServiceNow?

ServiceNow Docs: Events in ServiceNowhttps://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/events/reference/r_Events.html

ServiceNow CSA Official Training Guide (Event Management & Notifications)

References from Certified System Administrator (CSA) Documentation:This confirms that "An Event is an indication to the ServiceNow processes that something has occurred" is the correct answer.

In ServiceNow, the Task [task] table is a core table that provides a set of standard fields used by multiple tables that extend it, including:

Incident [incident]

Problem [problem]

Change Request [change_request]

Service Request [sc_request]

These tables inherit fields from the Task table, ensuring consistency in assignments, state management, and workflows.

Standard Fields:

Assigned To

Assignment Group

Priority

State

Created By / Updated By

Short Description / Description

Extensibility:

The Incident, Problem, and Change tables all extend the Task table, inheriting its fields.

Developers can add additional fields while keeping core task properties intact.

The Task table is the primary table for work-related records in ServiceNow.

It standardizes fields across multiple ITSM modules.

B. Assignment [assignment] → ❌ Incorrect

There is no standard "Assignment" table in ServiceNow.

Assignments are managed through the Task table via the Assigned To and Assignment Group fields.

C. Service [service] → ❌ Incorrect

There is no generic "Service" table that acts as a core table for ITSM processes.

Service-related items are stored in different tables, such as cmdb_ci_service (for service records).

D. Workflow [workflow] → ❌ Incorrect

The Workflow table is used for managing automated workflows and does not store task-related records.

Key Features of the Task Table:Why is "A. Task [task]" the Correct Answer?Why the Other Options Are Incorrect?

ServiceNow Docs: Task Table Overviewhttps://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/incident-management/concept/task-table.html

References from Certified System Administrator (CSA) Documentation:This confirms that the Task table is the core table that extends to Incident, Problem, and other related tables.

In ServiceNow Reporting, Function Fields are used to perform calculations, manipulate text, and transform data in a report. These fields allow users to apply arithmetic operations, coalescing, concatenation, and length calculations on existing data.

Arithmetic Operations – Perform addition, subtraction, multiplication, and division on numeric fields.

Coalesce – Combine multiple fields into one (useful for handling NULL values).

Concatenation – Join multiple string fields together (e.g., combining first and last names).

Length Calculation – Measure the length of a text field (e.g., checking character count in a description field).

Function fields are designed specifically for calculations and data transformations in reports.

They allow advanced data processing without requiring scripting.

A. Sourcing Fields → ❌ Incorrect

"Sourcing Fields" is not a valid term in ServiceNow reporting.

C. Computational Fields → ❌ Incorrect

While this term sounds relevant, ServiceNow does not use "Computational Fields" in reporting.

D. Calculation Fields → ❌ Incorrect

"Calculation Fields" is not an official ServiceNow reporting term.

Function fields handle calculations, not a separate category called "Calculation Fields."

Key Functions of Function Fields:Why is "B. Function Fields" the Correct Answer?Why the Other Options Are Incorrect?

ServiceNow Docs: Function Fields in Reportinghttps://docs.servicenow.com/en-US/bundle/utah-performance-analytics-and-reporting/page/use/reporting/concept/c_FunctionField.html

References from Certified System Administrator (CSA) Documentation:This confirms that "Function Fields" is the correct answer for performing arithmetic, coalescing, concatenation, and length calculations in reporting.

In ServiceNow, an Update Set is a mechanism used to capture customizations made in an instance and move them to another instance (e.g., from development to production). However, certain elements are not included in an Update Set by default.

Homepages (A) – ✅ Correct

Homepages are stored as user-specific or global content, and they are not included in update sets by default.

To migrate them, you need to manually export/import them or use the sys_portal_page_set table.

Data (B) – ✅ Correct

Update Sets do not include actual data, such as incident records, user records, or CMDB data.

Only configuration changes (like fields, forms, and workflows) are captured.

Data migration must be handled separately using Data Export or Integration methods.

Published Workflows (C) – ✅ Correct

Once a workflow is published, it is stored as a runtime instance and not automatically included in an Update Set.

To capture it, you must manually update the workflow before moving it in an Update Set.

Report Definitions (H) – ✅ Correct

Reports and their configurations are not automatically included in Update Sets.

You must manually include them by marking them as "Captured in Update Set."

D. Business Rules ✅ (Captured in Update Sets)

E. Schedules ✅ (Captured in Update Sets)

F. Database changes ✅ (Captured in Update Sets)

G. Related Lists ✅ (Captured in Update Sets)

I. Scheduled Jobs ✅ (Captured in Update Sets)

J. Client Scripts ✅ (Captured in Update Sets)

K. Views ✅ (Captured in Update Sets)

ServiceNow Update Sets Overview: https://docs.servicenow.com/en-US/bundle/utah-application-development/page/build/system-update-sets/concept/c_UpdateSets.html

ServiceNow Update Set Best Practices: https://docs.servicenow.com/en-US/bundle/utah-application-development/page/build/system-update-sets/concept/update-set-best-practices.html

Items NOT Included in Update Sets (By Default):Items That ARE Included in Update Sets (By Default):Official References from Certified System Administrator (CSA) Documentation: