Pass the ServiceNow Certified System Administrator CSA Questions and answers with CertsForce

In ServiceNow,Priorityis achoice field, meaning it has predefined values (e.g., 1 - Critical, 2 - High, etc.). If a customer wants to change the values to displayP1, P2, P3, P4consistently across all tasks, you must modify thechoice list valuesfor the Priority field.

Right-click on the Priority fieldin the Incident form.

Select“Show Choices”from the context menu.

In theChoice List Entriestable, modify theLabelvalues to match the internal terminology (P1, P2, P3, P4).

Ensure that the changes applyto all Task-related tables(such as Incident, Change, and Problem).

The“Show Choices”option displays the choice list for that specific field, allowing modifications to the values displayed in the dropdown.

This ensures consistency across all records using thePriorityfield.

A. Configure Lists:Configures list views,not choice field values.

B. Show Options:Not a valid option in ServiceNow for modifying choice fields.

C. Configure Task:Configures the task table settings,not choice list values.

E. Show Choice List:Not a valid ServiceNow menu option.

F. Configure Options:Not a valid option in ServiceNow for modifying choice fields.

Modifying Choice Lists in ServiceNow:ServiceNow Docs

How to Customize Dropdown Fields in ServiceNow

Steps to Modify the Priority Field Choices:Why is the Correct Answer "Show Choices"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:Using“Show Choices”, administrators can updatechoice valueswhile preserving the existingbackend values, ensuring consistency in workflows and reports.

In ServiceNow,Data Sourcesdefine external data that can be imported into the platform. These sources feed data intoImport Sets, which are then transformed into ServiceNow tables.

Why These Options Are Correct?A. Local Sources (i.e. XML, CSV, Excel)

Allows importingstructured data filesstored locally or uploaded manually.

Commonly used forone-time data migrationsor periodic imports.

D. JDBC Connection

JDBC (Java Database Connectivity)allows ServiceNow to connect directly toexternal databases(e.g., MySQL, Oracle, SQL Server).

Useful forreal-time integrationswith legacy systems.

E. Network Server

Allows importing data from afile stored on a remote serverviaSFTP/FTP.

Common forautomated batch data imports.

F. LDAP Connection

LDAP (Lightweight Directory Access Protocol)allows ServiceNow to syncuser and group datafrom enterprise directories (e.g., Active Directory).

Used forHR, ITSM, and Identity Management.

Why Are the Other Options Incorrect?B. Implementation Spoke

Incorrectbecause "Implementation Spoke" isnot a data sourcebut aServiceNow IntegrationHub componentused for automating ITSM tasks.

C. DataHub

Incorrectbecause "DataHub" isnot a ServiceNow data source.

ServiceNow usesIntegrationHub, JDBC, REST, and SOAP APIsfor data ingestion.

ServiceNow Data Sources - Importing External Data

ServiceNow LDAP Integration - Best Practices

ServiceNow JDBC and File-Based Data Import Methods

References to Official Certified System Administrator (CSA) Documentation:

Thecorrect answer is "Flows", which refers toFlow Designerin ServiceNow.

Flow Designeris ano-code/low-code automation toolthat allows users to automatebusiness logicfor a specific application or process, such as:

Approvals

Task creation

Notifications

Record operations(such as updating or deleting records)

AFlowis a sequence of automated actions that are triggered by specific events.

It ispart of Flow Designer, which is themodern alternative to the legacy Workflow Engine.

It providestrigger-based execution, meaning it can run when a record is created, updated, or upon a specific condition.

B. Action Sequences(Incorrect)

No such term exists in ServiceNow.

C. Action Sets(Incorrect)

No such feature exists in ServiceNow.

D. Task Flows(Incorrect)

This is not a term used in ServiceNow automation.

E. Flow Diagrams(Incorrect)

While Flow Designervisually representsflows, there isno feature named "Flow Diagrams"in ServiceNow.

Flow Designer Overview:https://docs.servicenow.com/bundle/utah-automation/page/administer/flow-designer/concept/flow-designer.html

How to Create and Use Flows:https://docs.servicenow.com/en-US/bundle/utah-automation/page/administer/flow-designer/task/t_CreateFlow.html

Why "Flows" is the Correct Answer:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:

When creating acustom table in ServiceNow, the platform automatically assigns a table name prefixed with"u_"to differentiatecustomtables fromout-of-the-box (OOB) tables.

The default prefix"u_"is applied to allcustom global tables.

The table name follows the format:"u_" + [custom name].

Example:

If you create a table named"abc", the system assigns it the table name:u_abc.

All custom tables created by usersautomatically receive the "u_" prefix.

Prevents conflicts withServiceNow’s internal tables.

Ensurescustom tables are easy to identify.

Naming Convention for Custom Tables:Why "C. u_abc" is Correct?

A. snc_abc – Incorrect

"snc_" is not used for custom tables; it is reserved forinternal ServiceNow functionality.

B. abc – Incorrect

Custom tablesdo not use raw names; they always include a prefix (u_).

D. sys_abc – Incorrect

"sys_" is reserved forsystem tables(e.g.,sys_user,sys_db_object).

Explanation of Incorrect Options:

ServiceNow Docs: Creating Custom Tables

ServiceNow CSA Study Guide – Table Administration

ServiceNow Product Documentation: Understanding Table Naming Conventions

References from Certified System Administrator (CSA) Documentation:

TheApplication Navigatorin ServiceNow allows users to quickly filter and locateapplications, modules, and menusby typing keywords in thefilter field.

When you type"service"into the filter field,only modules containing the word "service"in theirname or pathwill be displayed.

Analysis of Each Option:Option

Contains "service"?

Appears in Navigator?

A. Configuration > Business Services

"Business Services" contains "service"

Appears

B. Self-Service > Knowledge

"Self-Service" contains "service"

Appears

C. Service Portal > Widgets

"Service Portal" contains "service"

Appears

D. Incident > Assigned to me

Does NOT contain "service"

Does NOT appear

Since"Incident > Assigned to me"doesnotcontain the word"service", itwould NOT appearin theApplication Navigatorwhen filtering by"service".

Configuration > Business Services

The"Business Services"module underConfigurationincludes the word"service".

Self-Service > Knowledge

The"Self-Service"application contains the word"service", so this module appears.

Service Portal > Widgets

The"Service Portal"module contains the word"service", making it visible.

Incident > Assigned to me

Thisdoes NOT contain "service"in its path, so it willnotappear.

Why the Other Options Appear in the Application Navigator?

ServiceNow Docs: Using the Application Navigatorhttps://docs.servicenow.com/en-US/bundle/utah-platform-user-interface/page/administer/navigation/concept/c_NavigatingThePlatform.html

References from Certified System Administrator (CSA) Documentation:This confirms that"Incident > Assigned to me" would NOT appearin the Application Navigator when filtering by"service".

BothUI PoliciesandData Policiesare used to enforce rules on data in ServiceNow, but they work differently in terms ofwhere and howthey apply.

Key Differences Between UI Policies and Data Policies:Feature

UI Policy

Data Policy

Scope

Worksonly on formsin the user interface (UI)

Works onall data entry methods, including forms, imports, and web services

Execution

Runsclient-sidein the browser

Runsserver-sideon the database

Purpose

Dynamicallyshow/hide, make fields mandatory, or read-onlyon forms

Enforcesmandatory and read-only fieldsat thedatabase level

Applies to

Userinteractions 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 arenot 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:CoversUI Policies and Data Policies differencesin 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,User Criteriais thebest methodfor controllingwho can see or request catalog items. To ensure that onlyHR Department Managerscan view the service catalog item, we need to applyUser Criteriaby adding theDepartment Manager group.

Navigate toService Catalog > Catalog Items.

Open the specific catalog item.

Scroll down to theAvailable Forsection.

ClickEditand selectUser Criteria.

Add theDepartment Manager group.

Save the changes.

Steps to Restrict Catalog Item Visibility Using User Criteria:????Effect:Only users in theDepartment Manager groupwill be able to see and request this catalog item.

Incorrect Answer Choices Explanation:A. Specify the Dept_Mgr role on the catalog content block

Rolescontrol system permissions but are not used tofilter visibilityof catalog items.

C. Add the Department Manager group to the catalog item’s ACL

Access Control Lists (ACLs)restrict who canmodifya catalog item but do not control visibility.

D. Only publish the item in the HR service catalog

Publishing an item in a specificcatalogdoes not restrict access to a specificuser group.

E. Use a Dept_Mgr ACL on the HR service catalog

ACLs arenot the correct approachfor managing catalog item visibility;User Criteriais the best practice.

ServiceNow User Criteria for Service Catalog

Restricting Access to Service Catalog Items

Official CSA Documentation Reference:

InServiceNow IntegrationHub, third-party API integrations within aFlow Designerflow are known asspokes. Aspokeis a scoped application containingFlow Designer actions and subflowsthat allow the flow to interact with external systems or ServiceNow applications.

Spokes in IntegrationHub

Aspokeis a collection ofpredefinedandcustomactions, subflows, and data streamsused to integrate with external systems.

Spokes provide ano-code/low-codeapproach to integrating third-party applications.

Examples ofprebuilt spokesavailable in ServiceNow include:

Slack Spoke(for Slack API integrations)

Microsoft Teams Spoke(for Teams integration)

Jira Spoke(for integrating with Atlassian Jira)

How Spokes Work

When a flow needs to interact with an external system (e.g., sending data to Jira or retrieving information from Slack), itcalls an action from a spoke.

Each spoke containsmultiple predefined actionsthat execute API requests or perform tasks like creating records, updating data, or fetching information.

Comparison with Other Options

A. an action→ Incorrect

Actions are individual steps in a flow, not the complete integration package. Actions exist inside spokes.

C. a connection→ Incorrect

Aconnectionis a configuration that stores authentication details (e.g., API keys, OAuth tokens) used by a spoke.

D. an integration step→ Incorrect

No such term as “integration step” exists in ServiceNow IntegrationHub.

ServiceNow Docs - IntegrationHub Overview:https://docs.servicenow.com/en-US/bundle/utah-integrationhub/page/integrate/integrationhub/concept/integrationhub-overview.html

ServiceNow Docs - Spokes in Flow Designer:https://docs.servicenow.com/en-US/bundle/utah-integrationhub/page/administer/integrationhub-spokes/concept/available-spokes.html

Key Concepts Related to IntegrationHub and SpokesOfficial References from the Certified System Administrator (CSA) Documentation: