CSA Questions Bank

In ServiceNow,Import Setsallow administrators toimport and transform datafrom external sources into ServiceNow tables. The platform supports multiple file formats for importing data, includingXML, CSV, and Excel.

XML (Extensible Markup Language)

Used for structured data exchange between systems.

ServiceNow canimport XML filescontaining records formatted according to its schema.

CSV (Comma-Separated Values)

One of the most common formats for bulk data imports.

ServiceNow can processCSV filesand map them to target tables.

Excel (XLS/XLSX)

ServiceNow allows direct imports fromMicrosoft Excel spreadsheets.

Users can upload Excel files via the Import Set UI.

Supported Data Formats for Import Sets:

Import Data:The user uploads a supported file (XML, CSV, or Excel) into an Import Set table.

Mapping:The imported data is mapped to target tables using aTransform Map.

Transformation & Processing:Data is transformed, validated, and inserted into the correct destination tables.

How Import Sets Work in ServiceNow:

A. CSS, SOAP, and Excel→CSS is a styling language, and SOAP is a protocol, not a data format.

C. SOAP, REST, and XML→SOAP and REST areweb service protocols, not file formats used for import sets. XML is valid but alone is insufficient.

D. XML, SOAP, and CSS→SOAP and CSS are incorrect as they are not standard import file formats.

Why Other Options Are Incorrect:

ServiceNow Documentation:Importing Data into ServiceNow

CSA Exam Guide:Coverssupported data formats for Import Sets (XML, CSV, and Excel).

TheApplication Navigatorin ServiceNow allows users to quickly filter and locateapplications, modules, and menusby typing keywords in thefilter field.

When you type"service"into the filter field,only modules containing the word "service"in theirname or pathwill be displayed.

Analysis of Each Option:Option

Contains "service"?

Appears in Navigator?

A. Configuration > Business Services

"Business Services" contains "service"

Appears

B. Self-Service > Knowledge

"Self-Service" contains "service"

Appears

C. Service Portal > Widgets

"Service Portal" contains "service"

Appears

D. Incident > Assigned to me

Does NOT contain "service"

Does NOT appear

Since"Incident > Assigned to me"doesnotcontain the word"service", itwould NOT appearin theApplication Navigatorwhen filtering by"service".

Configuration > Business Services

The"Business Services"module underConfigurationincludes the word"service".

Self-Service > Knowledge

The"Self-Service"application contains the word"service", so this module appears.

Service Portal > Widgets

The"Service Portal"module contains the word"service", making it visible.

Incident > Assigned to me

Thisdoes NOT contain "service"in its path, so it willnotappear.

Why the Other Options Appear in the Application Navigator?

ServiceNow Docs: Using the Application

References from Certified System Administrator (CSA) Documentation:This confirms that"Incident > Assigned to me" would NOT appearin the Application Navigator when filtering by"service".

InServiceNow,Flows (Flow Designer)is the recommended way tomanage multi-level approvals and notificationsfor catalog items like ordering a new iPhone.

Why Flows?

✔Automates Approval Processes– Flows allowsequential and parallel approval stepsto ensure that the request goes through multiple levels of approval.

✔Built-in Notifications– Automatically sendsemail or system notificationsto requesters andapprovers at each step.

✔Low-Code Solution– Eliminates the need for complex scripting by using agraphical interfaceto configure approvals and actions.

A user submits a request for anew iPhonethrough theService Catalog.

TheFlow Designer workflowstarts and routes the request to thefirst-level approver.

If approved, it moves to thesecond-level approver.

Notificationsare sent to the requestor and approvers at each step.

A. Parent-Child Approvers

No such built-in feature exists in ServiceNow. Approvals are handled viaFlow DesignerorWorkflow Engine.

B. Approval Chains

Approval Chains are not an officialServiceNow feature. The correct term isFlow Designer Approval Actions.

D. Approval Criteria

ServiceNow usesconditionsto define approval requirements, butApproval Criteriais not a standalone feature.

E. Approver Delegates

Delegates allow users toassign approvals to others, but theydo not manage multi-level approvals.