Certified System Administrator - (CSA) Exam Questions

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Question 11 Single Choice

The user has asked you to set up a completely new process. What will you use?

A- Workflow

B- Flow

Explanation

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Use Flow Designer when:

Instance is running Kingston release or later.
Process owners need to use natural language and low code way to automate approvals, task, notifications and record operations.
New logic needs to be developed and it has not been created in workflow.
Business logic needs to use the library of reusable actions across multiple flows.

Explanation

Use Flow Designer when:

Instance is running Kingston release or later.
Process owners need to use natural language and low code way to automate approvals, task, notifications and record operations.
New logic needs to be developed and it has not been created in workflow.
Business logic needs to use the library of reusable actions across multiple flows.

Question 12 Single Choice

Which term best describes something that is created, has worked performed upon it, and is eventually moved to a state of closed?

A- task

B- flow

C- event

D- report

Explanation

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Only tasks use states, so they can be moved to closed. We can work on it.

Explanation

Only tasks use states, so they can be moved to closed. We can work on it.

Question 13 Multiple Choice

Which are valid Service Now User Authentication Methods?

Select 3 answers.

A- XML feed

B- LDAP

C- FTP authentication

D- Local Database

E- SSO

Explanation

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Explanation

Question 14 Single Choice

What is a characteristic of importing data into ServiceNow?

A- Any user can manage and set up import sets

B- An existing Transform Map can be used multiple times on the same import set

C- An existing Transform Map can be used one time on the same import set

D- Coalesce fields are used only after running Transform

Explanation

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An existing Transform Map can be used multiple times on the same import set is a characteristic of importing data into ServiceNow. Transform Maps are used to map data from an import set to fields in a ServiceNow table. Once a Transform Map is created, it can be used multiple times on the same import set or on different import sets that have the same data structure. This makes it easier to import data into ServiceNow, especially if you need to import the same type of data on a regular basis.

Explanation

Question 15 Single Choice

Which role can manage multiple knowledge bases?

A- sn_kb_admin

B- kb_admin

C- knowledge_base_admin

D- knowledge_admin

Explanation

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Explanation

Question 16 Single Choice

What are examples of Core tables in the ServiceNow platform?

A- User, Task, Incident

B- Work, Caller, Timecard

C- Team, Party, Awards

D- Configuration, Connect, Chat

Explanation

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Watch a quick video to get familiar with tables: https://www.youtube.com/watch?v=a7Nrz0OU8XM

Explanation

Watch a quick video to get familiar with tables: https://www.youtube.com/watch?v=a7Nrz0OU8XM

Question 17 Single Choice

An IT manager is responsible for the Network and Hardware assignment groups, each group contains 5 team members. These team members are working on many tasks, but the manager cannot see any tasks on the Service Desk > My Groups Work list. What could explain this?

A- The manager does not have the itil role.

B- The manager is not a member of the Service Desk group.

C- The manager is not a member of the Network and Hardware groups.

D- The Service Desk > My Groups Work list shows active work tasks that are not yet assigned

Explanation

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A user has to be a member of the group to see tasks for these groups in 'My Groups Work' module. Review the below screenshot:

1. Bow Ruggeri is not a member of Network group

2. He doesn't see Network task in the 'My Group Work' module

Explanation

A user has to be a member of the group to see tasks for these groups in 'My Groups Work' module. Review the below screenshot:

1. Bow Ruggeri is not a member of Network group

2. He doesn't see Network task in the 'My Group Work' module

Question 18 Single Choice

How to combine data from two tables in a report?

A- Related Lists

B- Many to Many

C- Database View

D- Join

Explanation

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A database view defines table joins for reporting purposes.

For example, a database view can join the Incident table to the Metric Definition and Metric Instance tables. This view can be used to report on incident metrics and may include fields from any of these three tables.

Several useful database views are installed with the Database View plugin and the Database Views for Service Management plugin. These database views cover most metric reporting needs and greatly reduce the need to define new ones.

Any user who can create a report can use database views as the report source, but ACLs on the underlying tables are honored.

Explanation

A database view defines table joins for reporting purposes.

Any user who can create a report can use database views as the report source, but ACLs on the underlying tables are honored.

Question 19 Single Choice

How can the abbreviation CSDM be expanded?

A- Common Service Data Model

B- Customer Service Data Model

C- Customer System Data Media

D- Common System Database Model

Explanation

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https://www.servicenow.com/docs/bundle/washingtondc-servicenow-platform/page/product/csdm-implementation/concept/csdm-landing-page.html

Explanation

https://www.servicenow.com/docs/bundle/washingtondc-servicenow-platform/page/product/csdm-implementation/concept/csdm-landing-page.html

Question 20 Multiple Choice

The ServiceNow platform includes which types of interfaces?

Select 3 answers.

A- Service Portals

B- Now Mobile Apps

C- Field Service Taskboard

D- Agent Control Center

E- Back Office Dashboard

F- Now Platformֲ® User Interfaces

Explanation

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