ServiceNow Updated CSA Exam Questions and Answers by enid

ServiceNow uses a hierarchical structure to manage Service Catalog requests:

REQ (Request Record)

The Request (REQ#) is the parent record that represents the entire service request submitted by a user.

It groups all requested items and their associated tasks.

Found in the sc_request table.

RITM (Requested Item Record)

The Requested Item (RITM#) is the specific catalog item ordered by the user within a request.

A single REQ can have multiple RITMs if the user ordered multiple items in a single request.

Found in the sc_req_item table.

TASK (Catalog Task Record)

The Task (TASK#) is the individual fulfillment action required to complete the requested item.

A single RITM can have multiple tasks, each assigned to different fulfillment teams.

Found in the sc_task table.

Why Answer "C" is Correct:✔️ REQ (Number) > RITM (Number) > TASK (Number)

This is the correct path because it follows the ServiceNow fulfillment structure:

REQ (Request) – Tracks the entire request.

RITM (Requested Item) – Tracks individual items within the request.

TASK (Catalog Task) – Tracks the specific tasks needed to complete the requested item.

This path allows an administrator to drill down from the overall Request (REQ#) to individual Requested Items (RITM#) and finally to the Tasks (TASK#) assigned to fulfill those items.

Why the Other Answers Are Incorrect:❌ A. RITM (Number) > REQ (Number) > PROCUREMENT (Number)

Incorrect because the REQ# (Request) comes first before the RITM# (Requested Item).

Also, PROCUREMENT# is not always part of the fulfillment flow unless the item requires procurement (e.g., purchasing hardware).

❌ B. REQ (Number) > RITM (Number) > PROCUREMENT (Number)

Incorrect because not all requests involve procurement.

The last step should be TASK (sc_task), not PROCUREMENT unless it's a procurement-related request.

❌ D. FULFILLMENT (Number) > RITM (Number) > TASK (Number)

Incorrect because "FULFILLMENT" is not a standard record type in ServiceNow.

The correct hierarchy starts with REQ# (sc_request), not "FULFILLMENT."

ServiceNow CSA Study Guide – Service Catalog & Request Fulfillment

ServiceNow Docs: Request Fulfillment Process (ServiceNow Documentation)

ServiceNow Tables & Data Model (sc_request, sc_req_item, sc_task)

References from the Certified System Administrator (CSA) Documentation:

In ServiceNow, a List is a visual representation of multiple records from a table. Lists allow users to view, filter, sort, and interact with records in a structured tabular format.

Displays multiple records from a table.

Columns represent fields of the table.

Users can personalize the list (e.g., adjust columns, apply filters, and sort).

Common Actions:

Inline editing

Searching

Exporting data

Grouping and filtering

A. View ❌

A View defines how data is displayed, but it is not a list itself.

Example: Different form views can be created for the same table.

B. Dashboard ❌

A Dashboard is a visual representation of reports and performance analytics.

It does not display raw table records directly.

C. Panel ❌

No such term as "Panel" exists in ServiceNow for displaying records from a table.

Key Features of Lists:Why Other Options Are Incorrect?

Lists Overview

ServiceNow Lists Documentation

Personalizing Lists

List Personalization Guide

References from ServiceNow CSA Documentation:Final Verification: ✅ Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.

In ServiceNow, UI Policies allow administrators to dynamically control form fields based on conditions without using scripts. With UI Policies, you can change the behavior of a field by making it:

Read-only → The user can view the field but cannot edit it.

Mandatory → The field becomes required, and the user must fill it out before submitting the form.

Hidden → The field is removed from visibility on the form.

Explanation of Each Option:✅ A. Read-only – Correct

A UI Policy can make a field read-only, meaning users can see the field but cannot modify its value.

Example: A field like Request Number (REQ0001) is typically read-only after submission.

❌ B. Write-only – Incorrect

ServiceNow does not have a "write-only" field setting in UI Policies.

If a field is editable, users can both read and write; if it’s hidden or read-only, writing is not possible.

❌ C. Necessary – Incorrect

There is no "Necessary" field state in ServiceNow UI Policies.

If the intent is to make a field required, the correct term is "Mandatory".

✅ D. Mandatory – Correct

UI Policies can make a field mandatory, requiring the user to enter a value before submitting the form.

Example: An Incident Description field might be mandatory before an incident is submitted.

❌ E. Empty – Incorrect

UI Policies cannot directly enforce an "empty" state. However, a default value could be cleared using a client script, but this is not a UI Policy feature.

✅ F. Hidden – Correct

UI Policies can hide a field, making it invisible on the form.

Example: A "Manager Approval" field may be hidden until a certain condition (e.g., request cost > $1000) is met.

Final Answer:✅ Read-only✅ Mandatory✅ Hidden

ServiceNow Docs – UI Policies and UI Policy Actionshttps://docs.servicenow.com

ServiceNow Learning – Form Configuration & UI Policies

ServiceNow Developer Portal – Controlling Form Behavior with UI Policies

References from Certified System Administrator (CSA) Documentation:

Importing spreadsheet data into a ServiceNow table follows a structured process that ensures data is accurately mapped and transformed before being added to the target table. The correct process consists of three main steps:

Navigate to System Import Sets > Load Data.

Upload the spreadsheet (CSV, Excel, etc.) or connect to an external data source.

The system creates an Import Set Table to temporarily store the imported data.

A Transform Map is created to define how fields from the Import Set map to fields in the target table (e.g., incident, cmdb_ci).

Field mappings can be manually configured or auto-mapped if field names match.

Coalesce fields are defined to prevent duplicate records by identifying unique keys.

The Transform Map is executed, transferring data from the Import Set to the final target table.

Any transformation scripts (such as data conversions) are applied during this process.

The imported data is now available in the production table.

1. Load Data (Import Set Creation)2. Create Transform Map (Mapping Fields to Target Table)3. Run Transform (Apply Data to the Target Table)

B. Select Import Set, Select Transform Map, Run Transform

You must first load data before selecting an Import Set. Import Sets are created after data is loaded into the system.

C. Select Data Source, Schedule Transform

While Data Sources define where data comes from, they do not load data directly. Scheduling transformations is optional, but it's not the primary step-by-step method for importing data.

D. Define Data Source, Select Transform Map, Run Transform

Defining a Data Source is part of setting up external integrations, but it is not required for a basic spreadsheet import.

Why Other Answers Are Incorrect:

ServiceNow Data Import and Transform Maps

ServiceNow CSA Training Module: "Importing Data and Managing Import Sets"

References from Certified System Administrator (CSA) Official Documentation: