New Release CSA Certified System Administrator Questions

When importing data into ServiceNow, data integrity and accuracy are critical. ServiceNow recommends cleaning and verifying data before importing it into the system.

Obsolete or inaccurate data can cause duplicate or incorrect records.

Pre-cleaning ensures only relevant, high-quality data is loaded into ServiceNow.

Improves system performance by preventing unnecessary data clutter.

Identify and remove obsolete records (e.g., inactive users, old assets).

Fix formatting issues (e.g., date formats, duplicate values).

Verify data mappings to ensure correct field alignment.

Use a small test import before a full-scale import.

Best Practice: Clean Data Before ImportingRecommended Pre-Import Steps:

A. Adjust your Transform maps, after the data is loaded into the target table → ❌ Incorrect

Transform Maps should be set before importing, not after.

Adjusting them afterward may require reloading data.

B. Use extremely large Import Sets, instead of multiple large Import Sets → ❌ Incorrect

Large imports can cause performance issues.

Best practice: Use incremental imports with data validation.

C. Create a new Import Set table for each new data load → ❌ Incorrect

Reusing Import Set tables is more efficient.

New tables are needed only for major structural differences.

E. Monitor data quality and clean imported data, using the Data Scrub Workspace → ❌ Incorrect

No such feature as "Data Scrub Workspace" exists in ServiceNow.

Data should be cleaned before importing, not after.

Why Other Options Are Incorrect?

Best Practices for Importing Data

Preparing Data for Import

To change the default layout of a task list in ServiceNow, you should right-click on any column header and select Configure > List Layout.

Navigate to the Task list view (e.g., Incident, Change, or another task-based list).

Right-click on any column header (e.g., "Number" or "Short Description").

Select Configure > List Layout.

Add, remove, or reorder columns as required.

Click Save to apply changes.

B. Right-click List Gear icon > Configure > Columns

The Gear icon (⚙) allows personalizing columns for an individual user, but does not change the default list layout for all users.

C. Click List Context Menu > Personalize List

Personalization only affects the user’s view, not the global list layout.

D. Click List Context Menu > Configure Columns

There is no "Configure Columns" option in the list context menu; the correct path is "Configure > List Layout".

ServiceNow List Layout Configuration

ServiceNow CSA Training Module: "Working with Lists and Configuring Layouts"

Steps to Modify the Task List Layout:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

In ServiceNow, when viewing a list view, you can easily filter out specific values by right-clicking on the field value and selecting "Filter Out". This action dynamically updates the filter to exclude records with that value.

Navigate to the Incident List.

Locate a record with State = Resolved.

Right-click on the "Resolved" value in the State column.

Select "Filter Out" from the context menu.

The list automatically refreshes, showing only incidents excluding "Resolved".

A. On the list of records, locate the right-click on the Resolved value, select Exclude.

"Exclude" is not an option in the ServiceNow list filter menu. The correct option is "Filter Out".

B. Click Funnel icon, click AND, Select Resolved, is Not State click Run.

The funnel icon opens the filter panel, but this answer is unnecessarily complex. Right-clicking and filtering out is faster.

C. On state column title, right-click, select Filter Out > Resolved.

You cannot right-click the column title to filter out a specific value; you must right-click on a specific field value.

D. On Search, select State, type not Resolved, press enter.

The correct syntax in the filter bar is "State != Resolved", but right-clicking is a more user-friendly method.

ServiceNow Filtering and List Views

ServiceNow CSA Training Module: "Working with Lists and Filters"

Steps to Exclude Incidents with the State "Resolved":Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

In ServiceNow Knowledge Management, access to who can write articles in a knowledge base is controlled using the "Can Contribute" permission.

The "Can Contribute" tab allows administrators to specify which users or groups can create, edit, and manage knowledge articles within a specific knowledge base.

For example:

If a user is granted "Can Contribute" access, they can write and edit knowledge articles.

If a user only has "Can Read" access, they can view articles but cannot create or modify them.

A. Can Read ❌ – Defines who can view knowledge articles, but not who can write them.

B. Can Write ❌ – No such tab exists in ServiceNow knowledge base settings. Instead, the correct term is "Can Contribute."

D. Can Author ❌ – "Can Author" is not an official permission setting in ServiceNow. The correct term is "Can Contribute."

E. Cannot Author ❌ – No such option exists in ServiceNow Knowledge Base permissions.