CSA Exam Questions Tutorials

A Transform Map in ServiceNow is used to define how imported data from external sources (such as CSV files, Excel sheets, or third-party integrations) is mapped into the target table within the platform.

They allow administrators to define field mappings between the import set table and the target table.

Can include field transformations, such as converting data formats or merging values.

Support scripted transformations using onBefore and onAfter scripts.

A. Field Transform – No such module exists in ServiceNow. Transform Maps handle field transformations.

C. Schema Map – The Schema Map visualizes table relationships but does not handle data imports.

D. Import Map – This is not a valid ServiceNow module. The correct term is Transform Map.

ServiceNow Transform Maps Documentation

ServiceNow CSA Training Module: "Importing Data and Transform Maps"

Key Features of Transform Maps:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

When moving homepages or dashboards between ServiceNow instances (e.g., from development to production), they are not automatically included in an update set. Instead, they must be manually added to the update set before migration.

C. Manually add them to the update set ✅

Homepages and dashboards do not get included in update sets by default.

To move them, you must:

Navigate to System UI > Homepage Admin > Pages or Performance Analytics > Dashboards

Select the homepage or dashboard you want to move.

Use the Add to Update Set function to include them in your active update set.

Once added, move the update set to another instance and commit it.

A. Create a separate update set for them ❌

While it's a good practice to keep UI elements in separate update sets, it is not a requirement.

Homepages/dashboards can be added to any active update set manually.

B. They are automatically added to the update set ❌

Incorrect—ServiceNow does not automatically add homepages or dashboards to update sets.

D. They cannot be moved via update set ❌

Incorrect—They can be moved via update sets, but they must be manually added.

ServiceNow Documentation: Moving Homepages and Dashboards Between Instances

ServiceNow Best Practices: Working with Update Sets

Correct Answer Explanation:Incorrect Answer Choices Explanation:References:

Detailed Explanation:In ServiceNow, the sys_id field serves as a unique identifier for every record within the platform’s database. The sys_id is a 32-character globally unique identifier (GUID) that ServiceNow automatically generates for each record, ensuring that every record is uniquely identifiable and can be referenced across the system. This sys_id is essential for integrations, queries, and relationships between records. (Reference: ServiceNow Documentation - Record Identification and sys_id Field)

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In ServiceNow, a user only sees modules and records they have permission for, based on roles and group memberships. If an IT user can only see Self-Service, it's likely because they lack the required roles for IT tasks.

B. His user account does not belong to any groups that contain the ITIL role ✅

The ITIL role is assigned via user groups (e.g., "Service Desk," "IT Support").

If the user is not in an ITIL role group, they will not see IT-related modules.

D. His user account does not have the ITIL role ✅

The ITIL role (itil) is required to access Incidents, Changes, Tasks, and Service Catalog Management.

Without it, the user only sees Self-Service options (e.g., requesting services, reporting issues).

A. His user account failed LDAP authentication ❌

If LDAP authentication failed, the user would not be able to log in at all.

The issue here is role-based access, not authentication.

C. His user account was not approved by his manager ❌

User approval may be required for account creation, but it does not affect role permissions.

E. His user account is not logged in properly ❌

If the user was not logged in properly, they would not see any homepage at all.

The issue here is limited access due to missing roles.

ServiceNow Documentation: User Roles and Permissions

ServiceNow Best Practices: Managing ITIL Roles and Groups

Correct Answers Explanation:Incorrect Answer Choices Explanation:References: