ServiceNow Updated CSA Exam Questions and Answers by zendaya

In ServiceNow, a User is a record stored in the User [sys_user] table. This table contains details about every user in the system, including their name, email, roles, department, and more.

Stores Core User Information

Each user in ServiceNow is represented as a record in this table.

Standard fields include:

User ID

Name

Email

Roles

Department

Location

Supports Authentication and Permissions

Users are assigned roles and groups, which control what they can access in ServiceNow.

Authentication methods like LDAP, SSO, OAuth, and Local Authentication rely on this table.

Integrates with Other ServiceNow Modules

Users in sys_user are referenced in various tables, such as:

sys_user_role (User Roles)

sys_user_group (User Groups)

sys_user_has_role (Mapping between Users and Roles)

Key Characteristics of the User [sys_user] Table:

A. A user is a record stored in the User Preference [sys_user_preference] table❌ Incorrect – The sys_user_preference table stores user-specific preferences (e.g., UI settings, default views), not user records.

B. A User is a record stored in the Profile [sys_user_profile] table❌ Incorrect – There is no standard "sys_user_profile" table in ServiceNow.

C. A user is a field in the LDAP integration❌ Incorrect – While LDAP can import users into ServiceNow, users themselves are stored in the sys_user table, not in an LDAP-specific field.

Incorrect Answer Choices Analysis:

ServiceNow Docs – User Administration???? Managing Users in ServiceNow

ServiceNow Docs – User Table (sys_user)???? sys_user Table Overview

Official ServiceNow Documentation References:

Conclusion:The correct answer is:✅ D. A user is a record stored in the User [sys_user] table

All user records in ServiceNow are stored in the sys_user table, making it the central repository for user management, authentication, and access control.

In ServiceNow, tables follow an inheritance model, where tables can be extended from other tables. The distinction between Base Class tables and Parent Class tables is as follows:

Base Class Table:

A Base Class table is not extended from any other table.

It exists at the top level in the table hierarchy.

Example: Task [task], Configuration Item [cmdb_ci] are base tables.

Parent Class Table:

A Parent Class table may be extended from another table but also has tables extending from it.

It acts as a bridge between the base table and other extended tables.

Example: Change Request [change_request] extends from Task [task], making Task the base class and Change Request a parent class to other change-related tables.

A. Base Class tables always have tables extended from them, Parent tables do not have tables extended from them.

Incorrect because not all base tables have extensions.

Parent tables do have extended tables.

C. Extended tables can be extended from Parent tables or Base tables, but they cannot be extended from both.

Incorrect because extended tables can inherit from other extended tables in a multi-level hierarchy.

D. Extended tables are always extended from Parent tables, Extended tables are usually extended from Base tables.

Incorrect because extended tables can come from either Base or Parent tables, not just Parent tables.

Table Inheritance in ServiceNow

Extending Tables

Definitions:Why Other Options Are Incorrect?Official ServiceNow Documentation Reference:

An Update Set in ServiceNow is a container that captures configuration changes (such as form modifications, business rules, or UI policies) made in an instance. These changes can then be migrated from a development (Dev) environment to a test or production environment.

Key Features of Update Sets:✔ Captures form modifications, ACLs, scripts, and configurations.✔ Helps in migrating changes between instances (Dev → Test → Prod).✔ Ensures consistency across environments.

B. Transform maps ❌

Used for mapping data fields during an import, not for migrating configuration changes.

C. System dictionaries ❌

Defines table and field attributes but does not store configuration changes for migration.

D. Import sets ❌

Used for importing external data into ServiceNow, not for transferring configuration changes.

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: