ServiceNow CSA Questions Answers

InPerformance Analytics (PA),long-term signalsarekey performance indicators (KPIs) that help organizations make data-driven decisions for sustained workflow stability. These KPIs providetrends over time, allowing businesses to analyze patterns, predict future performance, and optimize workflows for efficiency.

Track Trends Over Time→ Identify slow-moving changes and patterns.

Support Predictive Analysis→ Help in making data-driven strategic decisions.

Reduce Unplanned Changes→ Avoid reactive decisions by monitoringhistorical data.

Incident Backlog Over Time→ Measures incident accumulation to prevent delays.

Change Success Rate→ Analyzes how well changes are implemented without failures.

Mean Time to Resolution (MTTR)→ Tracks how long it takes to resolve incidents.

How Long-Term Signals Help in Workflow Stability:Example KPIs Used in Performance Analytics:

Why "A. Long-term signals" is Correct:Long-term signals provide historical trends that help organizations maintain stable workflows.

B. Non-signals→No such term exists in Performance Analytics.

C. Anti-signals→Not a recognized Performance Analytics term.

D. Stability signals→Misleading term; long-term signalsare what provide stability insights.

Why Other Options Are Incorrect:

ServiceNow Documentation:Performance Analytics Overview

CSA Exam Guide:Coverslong-term KPI tracking for workflow stability.

Reference from CSA Documentation:Thus, the correct answer is:

A. Long-term signals

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 theSystem Import Sets > Load Datamodule.

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

ATransform Mapis 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 ascoalescing records(to avoid duplicates) and scripting for data manipulation.

After configuring the Transform Map, the final step is toRun 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:

InServiceNow, agroupis acollection of userswho share common responsibilities, such as handling incidents, approvals, or service requests.

Groups are stored in thesys_user_grouptable

Eachgroupis arecord in thesys_user_grouptable, which manages user access and permissions.

Example: The "Service Desk" group (sys_user_grouprecord) may contain multiple IT support users.

Groups are used for role assignments

Instead of assigning roles directly to users,roles are assigned to groupsfor easier access management.

Groups can be used for approvals and task assignments

Groups are often assigned to handleapproval workflows, incident resolution, and change management tasks.

A. A group is one record stored in the Group Type [sys_user_group_type] table(Incorrect)

Thesys_user_group_typetable is used for categorizing groups,not storing actual group records.

C. A group defines a set of users that share the same location(Incorrect)

Incorrect: Groups arenot location-based; they are used fortask assignments, approvals, and permissions.

D. A group defines a set of users that share the same job title(Incorrect)

Incorrect: Users with the same job titlemay belong to different groupsbased on their responsibilities.

Key Details About Groups in ServiceNow:Why Other Options Are Incorrect?

Groups in ServiceNow

Managing User Groups

User and Group Management

ServiceNow User and Group Administration

References from ServiceNow CSA Documentation:Final Verification:Answer is 100% correct and aligned with official ServiceNow Certified System Administrator (CSA) documentation.

TheFilter Navigatorin theApplication Navigatoris a powerful search tool inServiceNowthat allows users toquickly find applications and modulesby typing keywords instead of manually browsing through the navigation menu.

Quick Navigation:

Users can type thename of an application or moduleto locate it instantly.

Example: Typing"incident"in the Filter Navigator will show links to"Create New Incident," "All Incidents," "Open Incidents," etc.

Dynamic Filtering:

The list of applications and modulesdynamically updatesas you type.

Helps users findrelevant sectionswithout scrolling through the full menu.

Keyboard Navigation Support:

Users canuse the keyboard (arrow keys and Enter)to navigate through the filtered results.

Time-Saving Feature:

Reduces the need toexpand and collapse menus manually.

Especially useful fornew users or users working across multiple modules.

Key Functions of the Filter Navigator:Why Option B is Correct?The Filter Navigator is specifically designed to help users quickly search and navigate to applications and modules.

Why Other Options Are Incorrect?A. Filter applications in order of use→ Incorrect

The Filter Navigatordoes not sort applications by usage; it simply filters based on text input.

C. Collapse and expand applications→ Incorrect

Expanding/collapsing applications is donemanually, but the Filter Navigator is purely forsearching and filtering.

D. List applications in order of Top Requests→ Incorrect

The Filter Navigatordoes not rank applicationsby usage or requests. It onlyfiltersbased on search input.

ServiceNow Docs – Using the Filter

ServiceNow Learning – Application Navigator and UI Features

References from Certified System Administrator (CSA) Documentation: