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

In ServiceNowKnowledge Management, access to knowledge articles is controlled through access settings in theKnowledge Baserecord. The"Can Read"tab is used to specify which users, groups, or roles canview knowledge articlesin a particular Knowledge Base.

????Why "Can Read"?

TheCan Readlist defines theusers, groups, or roles that can access and view articlesin a specific Knowledge Base.

This ensures thatsensitive or restricted knowledge is only available to authorized users.

If no restrictions are set in theCan Readtab, the knowledge base ispublicly accessibleto all users.

????Steps to Configure "Can Read" Permissions:

Navigate toKnowledge Management > Knowledge Bases.

Open a specificKnowledge Base record.

Go to theCan Readtab.

Add the users, groups, or roles that should be able to read the articles.

Save the record.

????Incorrect Options Explained:

A. Access List– No such tab exists in Knowledge Management.

B. Can Access– Incorrect name; the correct tab isCan Read.

C. Accessible to– Does not exist in the Knowledge Base settings.

????Reference:

ServiceNow Knowledge Management User Roles

Managing Knowledge Base Access

Assigning work tasks to aGroupinstead of anindividualoffers flexibility, better workload management, and ensures tasks are handled efficiently.

Group members can choose their tasks from "My Groups Work"

The"My Groups Work"module in ServiceNow allows group members to see all unassigned tasks for their group and take ownership of available tasks.

This is particularly useful when multiple team members share responsibility for completing tasks.

Groups can assign tasks to users based on on-call schedules

ServiceNow’sOn-Call Schedulingfeature allows automatic assignment of tasks to available members based on a predefined schedule.

This ensures that work is distributed fairly among team members who are on shift.

Site support members can pick tasks, based on Location

Tasks can be assigned dynamically based on thelocation of the request.

This is particularly useful for IT support teams, field service teams, and facilities management teams, where physical presence is required to complete a task.

Groups can assign tasks to users based on skills

UsingSkill-Based Routing, ServiceNow can match tasks to users who have the right skills for the job.

For example, if a request requires expertise in "Windows Server Management," the system will assign it to a group member with that skill.

E. Group members can avoid tasks that are nearing SLA breach

This is incorrect because ServiceNowprioritizes SLA breachesand usually escalates such tasks rather than allowing users to avoid them.

F. Groups can assign tasks to users based on availability

WhileOn-Call Schedulingcan assign tasks based on availability, ServiceNow doesnotautomatically assign tasks dynamically based on real-time availability. Availability tracking isnota standard assignment mechanism in ServiceNow unless customized.

ServiceNow Product Documentation→ "Assigning Tasks to Groups"

ServiceNow Product Documentation→ "On-Call Scheduling"

ServiceNow Product Documentation→ "Skill-Based Routing"

Benefits of Assigning Tasks to a Group:Incorrect Answers Explanation:References from Certified System Administrator (CSA) Documentation:

SpokesinServiceNow IntegrationHubare pre-built connectors that allow organizations to integrate with external systemswithout requiring custom scripting. They providelow-code/no-codesolutions, making integrations faster and more scalable.

A. Reduces the need for code

Spokes come withprebuilt actions, reducing the need forcustom scripting.

Example: Instead of writing aREST API scriptto send a message viaSlack, aSlack Spokeprovides anactionfor it.

B. Features scale and control mechanisms

Spokes supportenterprise scalabilitywith built-ingovernance, security, and controlmechanisms.

Example:Rate limitsprevent excessive API calls, ensuring stability inlarge-scaleintegrations.

D. Ensures discoverability and reuse

Spokes allowactionsto bereusedacross different flows and automations.

Thisenhances maintainabilityby ensuring integrations are not duplicated.

C. Free spokes are available in the ServiceNow Store

Whilesomespokes are free,many require a separate license.

IntegrationHub Standard and Enterprisesubscriptions cover most advanced spokes.

E. Automated event management

Event Managementis part ofITOM, notIntegrationHub Spokes.

While spokestrigger actionsbased on events, theydo not manage eventslike ITOM Event Management.

ATransform Mapin ServiceNow is used to define howimported datafrom external sources (such as CSV files, Excel sheets, or third-party integrations) is mapped into thetarget tablewithin the platform.

They allowadministratorsto definefield mappingsbetween theimport set tableand thetarget table.

Can includefield transformations, such as converting data formats or merging values.

Supportscriptedtransformations usingonBefore and onAfter scripts.

A. Field Transform– No such module exists in ServiceNow. Transform Maps handle field transformations.

C. Schema Map– The Schema Mapvisualizestable relationships but doesnothandle data imports.

D. Import Map– This isnot a valid ServiceNow module. The correct term isTransform Map.

ServiceNow Transform Maps Documentation

ServiceNow CSA Training Module:"Importing Data and Transform Maps"

Key Features of Transform Maps:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

Client Scriptsin ServiceNow are scripts that runon the client-side (browser)and execute in real-time based on user interactions with a form.

B. A client script

Runs in the user’s browserwhen they interact with the form.

Can trigger alerts, field changes, or validationsinstantly.

Example:

If a user changes thePriorityfield on anIncident form, aClient Scriptcan:

Display analert

Change other field values (e.g., auto-setImpact and Urgency)

Validate input before submission

A. A server script

Server-side scripts executeon the server, not in the browser.

These includeBusiness Rules, Script Includes, and Scheduled Jobs.

They runafter form submission, not during real-time user interactions.

C. A fix script

Fix scripts areone-time scriptsused fordata correctionsorinstance updates.

They donotexecute based on form interactions.

D. A business rule

Business Rulesrunon the serverand typically triggeron record insert, update, or delete.

They donotprovide real-time alerts in the user’s browser.

In ServiceNow, when working with large lists of records, users canquickly filterrecords based on specific column values using built-in list functionalities.

A. On the list, locate and right-click on the value Hardware, select Show Matching

This is thefastestway to filter a list.

Steps:

Locate a record with theCategory = Hardwarevalue.

Right-clickon the word "Hardware."

Select"Show Matching"from the context menu.

The list is now filtered to display only records withCategory = Hardware.

B. Click Funnel icon, type Hardware, and click enter

TheFunnel icon(Filter) is used to createadvanced filters, but youcannot directly type"Hardware" into it.

You would need to manually create a filter condition:

Category→is→Hardware

C. On the Category column header, right-click and select Show > Hardware

Incorrect terminology—There is no"Show > Hardware"option.

Instead, you would need to useShow Matching(Answer A).

D. Right-click on magnifier, type Hardware, and click enter

There is no"magnifier"(search icon) method that filters records this way.

E. On Breadcrumb, click > icon, type Hardware, and click enter

Breadcrumbsprovide a visual representation ofexisting filters, but you cannotdirectly type values into breadcrumbs.

In ServiceNow, theDependency Viewprovides aninteractive graphical interfaceto visualizeConfiguration Items (CIs) and their relationships. It helps IT teams understand the dependencies between infrastructure components, applications, and services.

Graphical Representation of CI Relationships:

Displays Configuration Items (CIs) and their dependencies usinga dynamic, interactive visualization.

Useslines/arrowsto represent relationships such asdepends on, runs on, hosted by, etc.

Real-Time Impact Analysis:

Helps identifyhow an outage or change to one CI affects related components.

Useful forchange management, incident resolution, and troubleshooting.

Integration with CMDB (Configuration Management Database):

Dependency Views pull data from theCMDBand display it visually.

SupportsITSM (IT Service Management), ITOM (IT Operations Management), and IT Asset Management.

Supports Multiple Relationship Types:

Application-to-Application relationships

Infrastructure dependencies (e.g., servers, databases, cloud resources)

Business Services mapping to technical services

A. CSDM SchemaIncorrect – TheCommon Service Data Model (CSDM)is a framework for organizingCMDB data models, but it does not provide agraphical interfacefor visualizing dependencies.

B. Business Service MapIncorrect – Business Service Maps arepart of Service Mapping(ITOM feature), showinghigh-level business service dependencies, butDependency Viewprovides a more detailed, real-time interactive visualization ofCIs in CMDB.

D. CI Class MapIncorrect – The CI Class Map showsCMDB class structures, not live dependency relationships between CIs.

ServiceNow Docs – Dependency Views????Dependency Views Overview

ServiceNow Community – CMDB Best Practices????CMDB and Dependency Views

Key Features of Dependency View:Incorrect Answer Choices Analysis:Official ServiceNow Documentation References:Conclusion:The correct answer isC. Dependency Viewbecause it provides amodern interactive graphical interfaceto visualizeCIs and their relationshipsinCMDB.

InServiceNow Flow Designer, aflowis an automated process that consists of actions, conditions, and triggers.Two key componentsdetermine when a flow should run:

Trigger

Defineswhenthe flow should execute.

Examples:

When arecord is created/updated/deleted.

When anAPI call is received.

On ascheduled basis.

Condition

Specifiesadditional criteriathat must be met for the flow to proceed.

Examples:

If thepriority is High.

If thestatus is Resolved.

Aflowis designed tosend an email notificationwhen ahigh-priority incident is assigned.

Trigger:"Incident table → When a record is updated."

Condition:"Priority = High AND State = Assigned."

A. Trigger and Condition Pill

No such term as "Condition Pill"exists in Flow Designer.

B. Scope and Trigger Condition

"Scope" defines theapplication boundary, not when a flow runs.

D. Trigger Criteria and Clock

"Clock" is not usedfor defining flow execution.

E. Condition and Table

Atable does not define when a flow runs; it only stores records.

In ServiceNow,UI Actionsare customizable elements that enhance user interaction withforms,lists, and other UI components. When applied to forms, UI Actions allow users to trigger workflows, scripts, or system operations efficiently.

A. Form Context Menu

TheForm Context Menu(accessible by right-clicking on a form header or field) contains UI Actions such as:

Save,Insert,Insert and Stay,Configure Form Layout, etc.

Admins can customize this menu to include additional actions.

C. Form Buttons

Buttonsappear at the top or bottom of a form, allowing users to take specific actions.

Examples include:

Submit,Update,Resolve,Approve,Reject

These actions can be customized using UI Action scripting.

D. Form Links

Form Linksappear as clickable links at the bottom of a form.

Example:

“Show Related Incidents”link on an incident form.

These links allow users to navigate quickly between related records.

B. Form View

Form Viewis a layout configuration that determines how fields appear but isnota UI Action.

UI Actionstriggeractions, while Form Viewsdefine appearance.

E. Form Columns

Form Columnsrefer to the arrangement of fields within a form.

Columns help withform designbut do not serve as UI Actions.