ServiceNow Updated CSA Exam Questions and Answers by malek

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:

In ServiceNow, when applying filters, the Funnel icon opens the condition builder, allowing users to set criteria for displaying records.

Understanding the requirement:

The user wants to see Incidents where the state is Closed OR Incidents where the Assignment Group is Network.

The key word here is OR, meaning records satisfying either condition should be displayed.

Steps to apply this filter in ServiceNow:

Click the Funnel icon to open the condition builder.

Define the first condition → Select State = Closed.

Click the OR button (since we want records meeting either condition).

Define the second condition → Select Assignment Group = Network.

Press Enter to apply the filter.

Since the user wants either condition to be true, OR is the correct logical operator.

Pressing Enter after defining the second condition executes the filter.

A. Define the first condition; click AND button; define second condition; click Run: ❌ Incorrect because AND would require both conditions to be true simultaneously, which is not what the user wants.

B. Define the first condition; click AND button; define second condition; press enter: ❌ Same issue as option A—AND will narrow the results instead of expanding them.

D. Define the first condition; click > icon on breadcrumb, define second condition; click Run: ❌ The breadcrumb navigation is used to modify filters after applying them, not to create them initially.

E. Define the first condition; click > icon on breadcrumb, define second condition; press enter: ❌ Same issue as option D—breadcrumb navigation is for modifying, not for initial filter creation.

Using Filters and Condition Builder in ServiceNow: ServiceNow Docs

ServiceNow Querying and Filtering Best Practices

Why is the Correct Answer "C"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:Using OR ensures both conditions are considered independently, displaying incidents that are either Closed or assigned to Network.

In ServiceNow Flow Designer, a data pill represents variables, record fields, or outputs from previous steps that can be used dynamically in the flow.

Data pills allow flow designers to reference record data without manually specifying table fields.

Dragging a data pill onto a flow step ensures that the correct values are automatically mapped from the referenced record.

This is the recommended method for using record data within a flow.

Why is Option D Correct?

Why Are the Other Options Incorrect?❌ A. Drag the table icon onto the flow definition

Incorrect because Flow Designer does not use table icons for referencing records.

Instead, it utilizes data pills and actions to retrieve and manipulate record data.

❌ B. Use the condition builder to specify the desired values

Incorrect because the condition builder is used for decision logic (e.g., If-Else conditions), not for referencing record data.

❌ C. Specify the source table on the data pill related list

Incorrect because you cannot manually specify a table in a data pill.

Data pills are automatically created when an action retrieves data from a record.

❌ E. Add the table reference using the slush bucket

Incorrect because slush buckets are used in ServiceNow for selecting multiple items (e.g., roles, groups), not for referencing record data in a flow.

ServiceNow Flow Designer - Using Data Pills

ServiceNow Flow Designer - Best Practices for Record Referencing

ServiceNow ITSM - Automating Workflows with Flow Designer

References to Official Certified System Administrator (CSA) Documentation:

In ServiceNow, every record in a table has a unique 32-character identifier called sys_id. This ID uniquely identifies a record and is stored in the sys_id field for every table.

sys_id is a globally unique identifier assigned to every record in ServiceNow.

It is a 32-character hexadecimal string, ensuring uniqueness across instances.

It remains constant for a record, even if other fields in the record are modified.

sys_id is used in API calls, reference fields, and update sets to track records across environments.

A. sn_rec_id: ❌ No such field in ServiceNow.

B. rec_id: ❌ Not a valid field in ServiceNow.

C. u_id: ❌ Not a standard ServiceNow field. Custom fields may use "u_" prefix but u_id is not a system field.

E. sn_gu_id: ❌ No such field in ServiceNow.

F. sn_sys_id: ❌ No such standard field in ServiceNow.

G. id: ❌ Generic term, but not a standard field in ServiceNow.

ServiceNow Data Model and sys_id Explained: ServiceNow Docs

sys_id Best Practices for Data Management

Why is the Correct Answer "sys_id"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:The sys_id is crucial for tracking and managing records efficiently in ServiceNow and plays a key role in integrations, workflows, and automation.