ServiceNow Updated CSA Exam Questions and Answers by rosalind

In ServiceNow Incident Management, work notes are used to capture technical and internal updates for an incident. These notes are stored in the Activity Log whenever the incident is saved.

The Work Notes field is used for internal communication among support teams.

When an incident is updated and saved, all work notes are appended to the Activity Log (a complete history of the incident).

The Activity Log provides a chronological record of all changes, including work notes, field updates, and system-generated messages.

Understanding Work Notes and the Activity Log:Why Option A is Correct?✅ "All Work Notes field text is recorded in the Activity Log" – This is correct because every time an incident is saved, the Work Notes are appended to the Activity Log.

Why Other Options Are Incorrect?❌ B. Work Notes field text is overwritten each time work is logged → Incorrect because Work Notes are appended, not overwritten. Previous work notes remain visible in the Activity Log.

❌ C. Impact is calculated by adding Priority and Urgency → Incorrect because Impact, Urgency, and Priority are independent fields, though Priority is determined based on Impact + Urgency via business rules.

❌ D. Additional Comments are cleared and recorded in Work Notes → Incorrect because Additional Comments (for customer-facing communication) and Work Notes (for internal teams) are separate fields. Additional Comments are not cleared upon save.

ServiceNow Docs – Incident Management: Work Notes and Activity Loghttps://docs.servicenow.com

ServiceNow Learning – Understanding the Incident Activity Stream

ServiceNow Best Practices – Internal vs. External Communication in Incidents

References from Certified System Administrator (CSA) Documentation:

A Business Rule in ServiceNow is a server-side script that executes when records are inserted, updated, deleted, or queried in a specified table. Business Rules allow automation and customization of workflows by defining logic that runs under specific conditions.

Table (B) – ✅ Correct

A Business Rule must be associated with a specific table where it will execute (e.g., Incident, Change, Task).

This determines which records the rule applies to.

Script to Run (E) – ✅ Correct

A script must be provided when defining advanced logic in a Business Rule.

Business Rules use server-side JavaScript to perform various actions, such as setting field values, enforcing validation, or triggering workflows.

Timing (H) – ✅ Correct

The execution timing of a Business Rule determines when it runs relative to a database transaction.

Business Rules can run:

Before (before record is saved)

After (after record is saved)

Async (after the transaction completes)

Display (when a form loads)

Condition to Evaluate (I) – ✅ Correct

Conditions define when the Business Rule should execute based on specific criteria.

Example: A Business Rule might run only when the priority is set to High.

A. UI Action ❌ (Incorrect)

UI Actions (buttons, links, context menus) are separate from Business Rules and are used for UI customization.

C. Fields to update ❌ (Incorrect)

While Business Rules can update fields, you do not specify "fields to update" as a required setting. Instead, updates are made via scripts within the rule.

D. Who can run ❌ (Incorrect)

Business Rules always run on the server-side and do not require user-specific execution settings.

F. Application Scope ❌ (Incorrect)

Although Business Rules belong to an application scope, this is automatically determined based on the current application.

G. Update Set ❌ (Incorrect)

Business Rules are captured in an Update Set, but this is not a configuration setting while creating the rule.

ServiceNow Business Rules Overview:https://docs.servicenow.com/bundle/utah-application-development/page/script/server-scripting/concept/business-rules.html

Creating Business Rules:https://docs.servicenow.com/en-US/bundle/utah-application-development/page/script/server-scripting/task/t_CreateABusinessRule.html

Key Elements to Specify When Creating a Business Rule:Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:

In ServiceNow, Priority is a choice field, meaning it has predefined values (e.g., 1 - Critical, 2 - High, etc.). If a customer wants to change the values to display P1, P2, P3, P4 consistently across all tasks, you must modify the choice list values for the Priority field.

Right-click on the Priority field in the Incident form.

Select “Show Choices” from the context menu.

In the Choice List Entries table, modify the Label values to match the internal terminology (P1, P2, P3, P4).

Ensure that the changes apply to all Task-related tables (such as Incident, Change, and Problem).

The “Show Choices” option displays the choice list for that specific field, allowing modifications to the values displayed in the dropdown.

This ensures consistency across all records using the Priority field.

A. Configure Lists: ❌ Configures list views, not choice field values.

B. Show Options: ❌ Not a valid option in ServiceNow for modifying choice fields.

C. Configure Task: ❌ Configures the task table settings, not choice list values.

E. Show Choice List: ❌ Not a valid ServiceNow menu option.

F. Configure Options: ❌ Not a valid option in ServiceNow for modifying choice fields.

Modifying Choice Lists in ServiceNow: ServiceNow Docs

How to Customize Dropdown Fields in ServiceNow

Steps to Modify the Priority Field Choices:Why is the Correct Answer "Show Choices"?Why Not the Other Options?References from the Certified System Administrator (CSA) Official Documentation:Using “Show Choices”, administrators can update choice values while preserving the existing backend values, ensuring consistency in workflows and reports.

Importing data into ServiceNow from a spreadsheet involves a structured process to ensure data integrity and proper mapping. The three main steps in the process are:

The first step in importing data into ServiceNow is to load the spreadsheet into an Import Set table.

This can be done through the System Import Sets > Load Data module.

The system will create a temporary table (Import Set) where the data will be staged before being transformed into target tables.

A Transform Map is required to map fields from the Import Set table to the target table in ServiceNow.

Transform Maps define how data from the source (Import Set table) will be transferred and transformed into the destination table (e.g., Incident, User, CMDB, etc.).

The Transform Map allows for additional transformations such as coalescing records (to avoid duplicates) and scripting for data manipulation.

After configuring the Transform Map, the final step is to Run Transform, which applies the mappings and moves the data from the Import Set table to the target table.

This process ensures that the imported data is correctly integrated into the ServiceNow instance and adheres to the configured rules.

Option A: "Select Data Source, Schedule Transform" – Incorrect because selecting a data source is part of data import, but "scheduling" a transform is not a required step in the standard import process.

Option C: "Define Data Source, Select Transform Map, Run Transform" – Incorrect because "Define Data Source" is more relevant when setting up external data imports. The process must begin with "Load Data" rather than defining the data source.

Option D: "Select Import Set, Select Transform Map, Run Transform" – Incorrect because an Import Set must first be created by loading data before it can be selected.

ServiceNow Docs: Importing Data Overview

ServiceNow Docs: Creating a Transform Map

ServiceNow Docs: Running a Transform Map

Step 1: Load DataStep 2: Create Transform MapStep 3: Run TransformWhy Other Options Are Incorrect?References from Certified System Administrator (CSA) Documentation: