ServiceNow Updated CSA Exam Questions and Answers by taron

In ServiceNow, the Favorites feature allows users to quickly access frequently used modules, applications, or records. Users can customize Favorites by changing the icon and color.

To edit a favorite, you need to:

Open the Application Navigator.

Locate your Favorites list.

Click the Pencil (✏) icon next to the favorite you want to edit.

Choose a new icon and color.

Save the changes.

A. Star ❌

The Star icon is used to add or remove a favorite but not for editing.

B. Triangle ❌

No Triangle icon is used for Favorites customization.

D. Clock ❌

The Clock icon represents recently viewed items, not Favorite customization.

In ServiceNow, tasks (such as Incidents, Change Requests, and Service Requests) can be assigned to individual users or groups to manage workload distribution efficiently.

A. Groups ✅

Groups in ServiceNow represent a collection of users with common roles or responsibilities.

Tasks are often assigned to groups first, allowing any member to take ownership.

Example:

IT Support Group for handling incident tickets.

Change Advisory Board (CAB) for approving changes.

B. Users ✅

Individual users can receive task assignments directly.

Assigned users are responsible for completing or updating the task.

Example:

A specific Service Desk Agent assigned to resolve an incident.

C. Departments ❌

Departments in ServiceNow represent organizational divisions (e.g., HR, IT, Finance), but they do not receive task assignments.

Assignments are made to groups or individuals within departments, not the department itself.

D. Teams ❌

"Teams" is not a structured entity in ServiceNow for task assignments.

While some organizations may informally refer to groups as "teams," the platform recognizes Groups and Users as valid task recipients.

Official ServiceNow Documentation: Assigning Tasks

ServiceNow Administration Guide: Users and Groups

Correct Answers Explanation:Incorrect Answer Choices Explanation:References:

ServiceNow uses Import Sets to bring data from various sources (such as CSV files, Excel spreadsheets, or external databases) into ServiceNow tables. Import Sets provide a flexible way to map incoming data into ServiceNow’s database structure.

A. Import Set ✅

Import Sets are a temporary staging table where external data is first loaded.

A Transform Map is then used to map and transfer data from the Import Set table into the target table (e.g., Incident, Change Request, CMDB, etc.).

Common use cases:

Importing user records from an external HR system.

Migrating CI data into the CMDB.

Loading historical incident records into ServiceNow.

B. Update Set ❌

Update Sets are used for moving customizations (such as UI changes, workflows, or scripts) between instances, not for importing data.

C. Data Pack ❌

No such standard feature in ServiceNow called "Data Pack."

Possibly confused with Data Sources, which define external data locations but do not perform imports themselves.

D. Transform Set ❌

Incorrect terminology—ServiceNow uses Transform Maps, not "Transform Sets."

Transform Maps define how data in an Import Set is mapped to target tables, but the import process itself is handled by Import Sets.

ServiceNow Documentation: Importing Data with Import Sets

ServiceNow Developer Guide: Transform Maps Overview

Correct Answer Explanation:Incorrect Answer Choices Explanation:References:

In ServiceNow, the table configuration page allows administrators to modify table settings, fields, relationships, and properties.

To access this page from a form view, you must use the Form Context Menu (☰ in the top-left corner of the form) and navigate to:

???? Configure > Table

This will open the Table Configuration Page, where you can:

View and edit table properties.

Manage fields, relationships, and indexing.

Configure security settings (ACLs) for the table.

Open a record in a form view (e.g., a Catalog Task form).

Click the Form Context menu (☰ at the top-left).

Select "Configure" from the dropdown.

Click "Table" to access the Table Configuration Page.

Step-by-Step Navigation:

Why "Configure > Table" is the Correct Answer?✅ Directly accesses the table's configuration page✅ Allows modification of table-level settings✅ Best practice method for modifying table properties

A. The Form Context menu > View > Table❌ Incorrect – There is no "View > Table" option in the context menu.

C. The Form Context menu > Configure > Dictionary❌ Incorrect – The "Dictionary" option allows editing individual field properties but not the entire table configuration.

D. The Form Context menu > View > Show Table❌ Incorrect – No such "Show Table" option exists in the Form Context Menu.

Incorrect Answer Choices Analysis:

ServiceNow Docs – Configuring Tables???? Table Administration

ServiceNow Docs – Modifying Table Properties???? Configuring a Table

Official ServiceNow Documentation References:

Conclusion:The correct answer is:✅ B. The Form Context menu > Configure > Table

This is the correct navigation path to access the table configuration page from a form in ServiceNow.