ServiceNow Updated CSA Exam Questions and Answers by emrys

In ServiceNow Knowledge Management, users can provide feedback on published knowledge articles by flagging them. This feedback helps knowledge managers and authors identify errors, outdated information, or areas for improvement.

To view feedback left on a published article, there are two primary pathways:

Pathway 1: Knowledge Base > My Knowledge > Flagged Articles

This option allows knowledge managers and authors to see all flagged articles they have authored or have access to within a specific Knowledge Base.

Location: Knowledge Base → My Knowledge → Flagged Articles

Pathway 2: Knowledge > My Articles > Flagged

This option lets authors view only their own articles that have been flagged.

Location: Knowledge → My Articles → Flagged

A. Knowledge > Articles > My Flagged

There is no direct "My Flagged" option under Knowledge > Articles.

D. Knowledge > Articles > Published

This shows all published articles but does not specifically show flagged (feedback) articles.

Navigate to Knowledge > My Articles > Flagged.

OR navigate to Knowledge Base > My Knowledge > Flagged Articles.

Open a flagged article to review the feedback comments and reason for the flagging.

ServiceNow Docs: Managing Knowledge Feedback and Flagged Articleshttps://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/knowledge-management/task/review-article-feedback.html

ServiceNow CSA Official Training Guide (Knowledge Management & Feedback Handling)

Why the Other Options Are Incorrect?How to View Feedback in ServiceNow?References from Certified System Administrator (CSA) Documentation:This confirms that the correct pathways to view feedback on published articles are "Knowledge Base > My Knowledge > Flagged Articles" and "Knowledge > My Articles > Flagged".

When importing data into ServiceNow, an Import Set is created, and a Transform Map is used to map data from the Import Set table to a target table (such as incident, cmdb_ci, or user).

A Transform Map defines how data from an Import Set is transferred to the target table. One of its key characteristics is that it can be used multiple times on the same import set to reprocess data or correct mapping errors.

Import Set Table:

Temporary storage for incoming data.

Data remains in the Import Set table until transformed.

Transform Map:

A reusable mapping that determines how fields in the Import Set correspond to fields in the target table.

Can be run multiple times on the same Import Set data.

Coalesce Fields:

Used before transformation to determine whether to update existing records or create new ones.

Key Characteristics of Importing Data in ServiceNow:

You import a CSV file into an Import Set Table.

You apply a Transform Map to map data to the User (sys_user) table.

If an issue occurs, you can rerun the Transform Map on the same Import Set instead of reimporting the file.

Example Scenario:

A. An existing Transform Map can be used one time on the same import set – Incorrect.

Transform Maps can be reused multiple times on the same Import Set data.

B. Coalesce fields are used only after running Transform – Incorrect.

Coalesce fields are used before transformation to determine if a record should be updated or inserted.

C. Any user can manage and set up import sets – Incorrect.

Only users with the appropriate roles (such as import_admin or admin) can manage Import Sets.

Explanation of Incorrect Answers:

ServiceNow Product Documentation → Import Sets and Transform Maps

ServiceNow CSA Study Guide → Data Import and Management

ServiceNow Knowledge Base → Understanding Coalesce Fields in Import Sets

References from Certified System Administrator (CSA) Documentation:

In ServiceNow, each Knowledge Base (KB) can have unique configurations, including lifecycle workflows, user criteria, category structures, and management assignments. This flexibility allows organizations to manage knowledge articles according to different business needs, departments, or service functions.

Each knowledge base can have a custom workflow that defines how articles are created, reviewed, published, and retired.

Examples of workflow stages: Draft → Review → Published → Retired.

Workflows ensure proper governance and content accuracy before publishing.

ServiceNow allows administrators to define User Criteria to control who can read, create, or contribute to a knowledge base.

Example:

IT Knowledge Base is only accessible to users with the ITIL role.

HR Knowledge Base is only available to HR employees.

Each knowledge base can have a unique category hierarchy to organize articles efficiently.

Example:

IT KB Categories: Hardware, Software, Network.

HR KB Categories: Benefits, Policies, Payroll.

Different knowledge bases can have different owners or managers.

Example:

IT KB is managed by IT Support Team.

HR KB is managed by HR Admins.

ServiceNow allows multiple knowledge bases with distinct configurations.

Each knowledge base can have its own workflow, user criteria, categories, and managers.

This ensures flexibility and proper governance in knowledge management.

ServiceNow Docs: Knowledge Management Overview

ServiceNow CSA Study Guide – Knowledge Base Administration

ServiceNow Product Documentation: Configuring Knowledge Bases

Key Aspects of Knowledge Base Customization:1. Unique Lifecycle Workflows2. User Criteria (Access Control)3. Category Structures4. Management AssignmentsWhy "A. True" is the Correct Answer?References from Certified System Administrator (CSA) Documentation:

A formatter in ServiceNow is a UI element that is added to a form to display useful information that is not stored as a field in the database record.

It enhances the form UI by providing additional context or tools for users.

Formatters do not store data in the underlying database table.

They are drag-and-drop elements that can be added to forms using the Form Layout editor.

Activity Formatter – Displays the history of updates, comments, and work notes.

Process Flow Formatter – Shows a graphical representation of the record's workflow.

Parent Breadcrumb Formatter – Displays the hierarchy of parent-child relationships.

CI Relations Formatter – Shows Configuration Item (CI) relationships in CMDB.

User Approval Formatter – Displays approval status and history.

Key Characteristics of a Formatter:Common Examples of Formatters in ServiceNow:

Why is Option B Correct?✅ A formatter is a form element used to display information that is not a field in the record.

It provides additional visual or functional elements on a form without altering stored data.

Why Are the Other Options Incorrect?❌ A. "A formatter allows you to configure applications on your instance."

Incorrect: Formatters do not configure applications; they only modify the form layout for better user experience.

Correct Alternative: Application configuration is done via System Applications or Application Navigator.

❌ C. "A formatter allows you to populate fields automatically."

Incorrect: Formatters do not fill or modify fields.

Correct Alternative: Business Rules, Client Scripts, and UI Policies handle field population.

❌ D. "A formatter is a set of conditions applied to a table to help find and work with data."

Incorrect: The correct term for this is a Filter or Condition Builder, not a Formatter.

Correct Alternative: Filters are used in List Views, Reports, and Business Rules.

Reference from Certified System Administrator (CSA) Documentation:???? ServiceNow Docs – Form Layout and Formatters???? ServiceNow Formatters Documentation

"A formatter is a form element that displays information that is not a field in the record but enhances the user experience."