ServiceNow Updated CSA Exam Questions and Answers by imran

The CI Dependency View Map in ServiceNow is a graphical representation of the relationships and dependencies between Configuration Items (CIs) within the Configuration Management Database (CMDB). Right-clicking on a CI in the Dependency View provides additional options for analyzing its impact and history.

A. View Affected CIs ✅

Shows all CIs impacted by the selected CI.

Example: If a database server goes down, this option lists all applications and services affected.

B. View Related Tasks ✅

Displays tasks (e.g., Incidents, Changes, Problems) associated with the selected CI.

Example: Viewing all open Incidents related to a server CI.

C. View Recent Outages ✅

Shows recently reported outages linked to the selected CI.

Useful for analyzing recurring issues or identifying historical failures.

D. View Cases ❌

Cases are used in Customer Service Management (CSM), not in CMDB CI dependency maps.

E. View Knowledge ❌

While Knowledge Articles may reference a CI, this is not an option in the CI Dependency View Map.

ServiceNow Documentation: CI Dependency Views

CMDB Best Practices: Understanding CI Relationships

Correct Answers Explanation:Incorrect Answer Choices Explanation:References:

Process Automation Designer (PAD) is a feature in ServiceNow that allows business process owners to create unified and digitized cross-enterprise processes using a task board interface.

Organizes multiple flows into a single process

Uses a visual task board-style interface to manage process stages

Integrates with Flow Designer to create, manage, and execute automation tasks

Allows role-based task assignment and collaboration

Key Features of Process Automation Designer:Use Case Example:Imagine a company has a New Employee Onboarding process that involves:

IT setting up hardware

HR completing paperwork

Security providing building access

Instead of managing this manually across multiple flows, Process Automation Designer brings all these steps into one unified process, making it easy to track and automate.

A. Flow Designer → ❌ Incorrect

Flow Designer is used to create individual automated workflows, but it does not provide a unified digitized task board.

C. Process Workflow Designer → ❌ Incorrect

No feature called "Process Workflow Designer" exists in ServiceNow.

D. Workflow Editor → ❌ Incorrect

Workflow Editor (Legacy tool) is used to create graphical workflows, but it does not support cross-enterprise digitized task boards.

Why Other Options Are Incorrect?

Process Automation Designer Overview

Using Process Automation Designer

Official ServiceNow Documentation Reference:

When importing data into ServiceNow via an Import Set, the system determines whether to update existing records or create new ones based on the Coalesce field setting.

If no Coalesce Field is defined, ServiceNow treats every imported row as a new record.

The import process does not check for existing records, meaning no records in the target table are updated.

This can result in duplicate entries if the imported data includes records that already exist in the target table.

A Coalesce Field is used to match incoming data to existing records.

If a matching record is found, it is updated instead of inserting a new one.

If no matching record is found, a new record is created.

Behavior When No Coalesce Field is Specified:How Coalescing Works:Incorrect Answers Explanation:A. All rows are rejected from the import, as coalesce field is required ❌

This is incorrect because the import does not require a coalesce field to proceed. The system will still import all rows.C. Duplicate rows are rejected from the import ❌

Without a coalesce field, duplicates are not rejected. Instead, every row is inserted as a new record, even if it already exists in the target table.D. All rows are treated as new records, but errors will be flagged in the import log ❌

Errors are only flagged in cases of data mismatches, validation failures, or incorrect mappings, not just because coalescing is missing.

ServiceNow Documentation → "Importing Data - Coalescing Best Practices"

ServiceNow Import Set Documentation → "Understanding Import Set Behavior Without Coalescing"

References from Certified System Administrator (CSA) Documentation:

In ServiceNow Service Catalog, the best practice for handling accessory selections is to use variables or variable sets within a single catalog item rather than creating multiple separate catalog items.

A. Create a Catalog Item for the tablet and add a checkbox variable for each accessory option.✅ Correct – Adding checkbox variables for accessories allows users to select multiple options within a single request.

Example variables:

[✓] Carrying Case

[✓] Screen Cleaner

[✓] Tablet Stand

[✓] Screen Protector

This makes ordering simpler and more user-friendly.

B. Create a Catalog Item for the tablet, and add a variable set to the form for accessory options.✅ Correct – A Variable Set is a reusable collection of variables that can be applied to multiple catalog items.

This approach is beneficial if multiple devices (e.g., laptop, phone, tablet) share the same accessory options.

The Variable Set can include checkboxes for selecting accessories.

E. In Shopping Cart configuration, select the option to show the "Add Accessories" button.✅ Correct – Enabling the "Add Accessories" button in the Shopping Cart allows users to add related products as separate items in their order.

This works well when accessories are separate items in the catalog but need to be linked for convenience.

Best Practices for Configuring the Tablet and Accessories:

C. Create one Catalog Item for each: tablet, carrying case, screen cleaner, tablet stand, and screen protector.❌ Incorrect – This forces users to order accessories separately, making the process less efficient.

Best practice is to keep accessories within the same form unless they are standalone items.

D. Create a Record Producer, and on the form, add a checkbox variable for each accessory option.❌ Incorrect – Record Producers create records in tables (e.g., Incident, Request, HR Case) but are not used for Service Catalog ordering.

The correct approach is to use a Catalog Item with variables instead.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Creating and Managing Catalog Items???? Creating Service Catalog Items

ServiceNow Docs – Variable Sets???? Service Catalog Variable Sets

ServiceNow Docs – Shopping Cart Configuration???? Shopping Cart Configuration

Official ServiceNow Documentation References:

Conclusion:The correct answers are:✅ A. Create a Catalog item for the tablet and add checkbox variables for accessories.✅ B. Use a Variable Set for the accessory options.✅ E. Enable the "Add Accessories" button in Shopping Cart configuration.

This approach enhances user experience, ensures flexibility, and aligns with ServiceNow Service Catalog best practices.