SNOW-CSA Practice Test 11 — 15 Questions

Question 1

Match each ServiceNow UI element to its description.

Question 2

An administrator wants to send an email notification when a change request state changes to 'scheduled'. The notification should be sent to the change manager. Which two fields must be configured in the notification record?

Accepted Answer

"Who will receive" tab: add 'Change manager' role to 'Recipients'. Option C is correct because the 'Who will receive' tab allows you to specify the recipients of the notification by role, user, or group. Adding the 'Change manager' role ensures that all users with that role receive the email when the notification triggers. Option D is correct because the 'When to send' tab defines the condition that must be met for the notification to fire; setting it to 'State changes to scheduled' ensures the notification is sent precisely when the change request state transitions to 'scheduled'.

Answer

"Advanced" tab: register an event to trigger the notification

Answer

"Email template" tab: select an existing template

Question 3

An administrator needs to delete a large number of records from the cmdb_ci table based on a condition. Which method is recommended for bulk deletion to ensure data integrity and performance?

Accepted Answer

Use a GlideRecord script with deleteMultiple() to delete all matching records in one transaction.. Option C is correct because deleteMultiple() processes all matching records in a single database transaction, ensuring data integrity by respecting business rules, ACLs, and database constraints while offering better performance than iterating individual deletes. This method is specifically designed for bulk deletion in ServiceNow, balancing efficiency with platform safety.

Answer

Use a script that iterates and deletes each record using glideRecord.delete().

Answer

Use a direct SQL DELETE statement in a background script.

Answer

Use the 'Delete all records in this table' option in the table configuration.

Question 4

An administrator is troubleshooting why a CMDB CI's last discovered date is not updating after a successful discovery run. The CI is in a valid state and the discovery schedule runs. What could be the cause?

Accepted Answer

The reconciliation rule is set to 'Manual' and the discovered data conflicts with existing data.. Option C is correct because when a reconciliation rule is set to 'Manual', the CMDB will not automatically update CI attributes with discovered data if there is a conflict with existing data. The CI remains in its last discovered state until a manual reconciliation is performed, even if the discovery run succeeds and the CI is valid.

Answer

The CMDB identification rule has a condition that excludes this CI from updates.

Answer

The discovery source is set to 'ServiceNow' but the CI was created manually.

Answer

The CI is a parent class and child class discovery is updating child records.

Question 5

Which role is required to create and manage catalog items?

Accepted Answer

catalog_admin. The catalog_admin role is specifically designed to grant users the ability to create, modify, and manage catalog items, categories, and variables within the Service Catalog module. This role provides the necessary permissions to access the 'Maintain Items' module and related catalog administration features, which are not available with standard user roles.

Answer

snc_platform_user

Answer

admin

Answer

itil

Question 6

A pivot table report shows 'Number' as the column and 'Assigned to' as the row. The 'Value' field is set to 'Count'. What does each cell represent?

Accepted Answer

The number of incidents assigned to that user. In a ServiceNow pivot table, when 'Number' is the column and 'Assigned to' is the row with 'Value' set to 'Count', each cell counts the number of records (incidents) that have a specific 'Number' value and are assigned to a specific user. This directly corresponds to the number of incidents assigned to that user for that particular number value, making D correct.

Answer

The average number of incidents per group

Answer

The number of tasks closed by each user

Answer

The total number of incidents in the system

Question 7

A catalog item uses a Variable Editor to capture complex data. The user submits the request but the variable data is not stored in the sys_variable_value table. What could be the reason?

Accepted Answer

The variable is not configured to 'Store value'.. Option A is correct because the 'Store value' checkbox on a variable definition controls whether the submitted value is persisted in the sys_variable_value table. If this checkbox is unchecked, the variable's data is captured during the request but is not saved to the database, which matches the symptom described in the question.

Answer

The variable is set to 'Read only'.

Answer

The Variable Editor is not included in the catalog item's workflow.

Answer

The variable type is 'Lookup Select'.

Question 8

A system administrator wants to create a catalog item that allows users to request a new software license. The item needs to have a variable that lets the user choose the software from a list, and then automatically calculate the cost based on the license type and quantity. Which variable type should be used for the software selection?

Accepted Answer

Lookup Select. A Lookup Select variable type is correct because it allows the user to choose a software from a list defined in a lookup table, and it can store a reference to the lookup record while also enabling dynamic calculations (e.g., cost based on license type and quantity) via catalog client scripts or variable conditions. Unlike a Select Box, a Lookup Select maintains a separate table of options that can be easily updated without modifying the catalog item, and it supports advanced features like dependent lookups and default values from the lookup table.

Answer

Reference

Answer

Select Box

Answer

Record Producer

Question 9

An administrator wants to enforce that when the 'state' field of an incident is set to 'Resolved', the 'resolution_notes' field must be filled. Which approach should be used?

Accepted Answer

Create a UI Policy that sets the 'resolution_notes' field to mandatory when state is 'Resolved'. Option C is correct because a UI Policy can set mandatory on the field based on a condition without requiring server-side coding. Option A requires coding, option B is server-side but less user-friendly, option D doesn't enforce mandatory.

Answer

Create a data policy with a condition on the state field

Answer

Create a data lookup condition on the incident table

Answer

Create a business rule that checks the condition and shows an error message

Question 10

An ACL on the Task table has a role condition requiring the 'itil' role. A user with the 'itil' role is trying to update a task but is denied. Which TWO factors could be causing this? (Select two.)

Accepted Answer

The update operation requires a specific condition script that returns false.. Options A and D are correct. A condition script that returns false would deny access. Another more specific ACL that denies access would take precedence. Option B is wrong because roles do not deny; they allow. Option C is wrong because the user has the required role. Option E is wrong because record locking is not ACL-related.

Answer

The user also has a role that denies access.

Answer

The record is locked by another user.

Answer

The ACL is set to 'Create' instead of 'Write'.

Question 11

An administrator needs to send an email notification to the manager of the caller when an incident is assigned to a specific group. Which combination of notification configuration is correct?

Accepted Answer

Condition: 'Assignment group changes to '; Recipient: Caller's manager.. Option D is correct because the requirement is to notify the caller's manager when an incident is assigned to a specific group. The condition 'Assignment group changes to ' triggers the notification precisely when the assignment group changes to the target group, and the recipient 'Caller's manager' ensures the email goes to the manager of the person who reported the incident. This matches the exact business need without extraneous conditions or incorrect recipients.

Answer

Condition: 'Record is inserted'; Recipient: Manager of the assignment group.

Answer

Condition: 'Assigned to changes to Caller's manager'; Recipient: Caller.

Answer

Condition: 'State changes'; Recipient: Caller via email client.

Question 12

A system administrator needs to prevent users from deleting any records in the 'incident' table. Which method will achieve this most effectively?

Accepted Answer

Create an application ACL on the incident table with the 'delete' operation set to 'no access'. Option C is correct because an 'application' record ACL with the 'delete' operation set to 'no access' explicitly denies delete permissions for all users. Options A and B only affect display or creation. Option D affects updating, not deleting.

Answer

Create a write ACL on the incident table with condition 'false'

Answer

Create a read ACL on the incident table with condition 'false'

Answer

Set the incident table 'Update' access to 'none' in the table configuration

Question 13

A company has an advanced business rule running on the 'incident' table with condition 'current.state == 2' (In Progress). The business rule creates a new child incident and also updates a field on the parent. However, when a state changes from 1 to 2 via a sys_created_by script, the child incident is created but the parent field is not updated. What is the most likely reason?

Accepted Answer

The business rule runs 'before' and there is an uncaught script error that aborts the update. Option D is correct because if the business rule runs 'before', the update to the parent happens before the database operation, and if there is an error in the script (perhaps due to a glideRecord operation that fails silently), the update may not persist. Option A is less likely because the condition matches. Option B would affect child creation too. Option C would affect all updates, not just the field update.

Answer

The business rule condition is not met

Answer

The child incident creation also fails

Answer

The business rule runs 'after' instead of 'before'

Question 14

Which TWO of the following are valid ways to control the visibility of a field on a form for specific users?

Accepted Answer

Create a UI Policy that sets the field's 'visible' attribute to false based on user role. Option A is correct because a UI Policy runs on the client side and can set the 'visible' attribute of a field to false based on conditions such as user role. This directly controls the field's visibility on the form for specific users without affecting server-side access.

Answer

Create a Data Policy with a read condition

Answer

Create a Client Script that sets g_form.setVisible() on load

Answer

Create a Business Rule that hides the field

Question 15

What is the default behavior of an ACL if no ACL record exists for a given operation?

Accepted Answer

Deny access.. Option B is correct because ServiceNow denies access by default. Option A is wrong because default is deny, not allow. Option C is wrong because no prompt is shown. Option D is wrong because it does not log; it denies silently.

Answer

Log the attempt and allow.

Answer

Prompt the user for confirmation.

Answer

Allow access.