SNOW-CSA Practice Test 15 — 15 Questions

Question 1

Drag and drop the steps to configure an outbound email account in ServiceNow into the correct order.

Accepted Answer

Create a new outbound email account record, then select SMTP type, then provide server and authentication details, then test and activate.. Outbound email accounts require SMTP type and proper server details for sending emails.

Answer

Create a new outbound email account record, then provide server and authentication details, then select SMTP type, then test and activate.

Answer

Select SMTP type, then create a new outbound email account record, then provide server and authentication details, then test and activate.

Answer

Create a new outbound email account record, then select SMTP type, then test and activate, then provide server and authentication details.

Question 2

An administrator notices that a CMDB CI class is not visible in the class hierarchy. The class exists in the database but cannot be selected when creating a new CI. What is the likely cause?

Accepted Answer

The class is marked as 'abstract'.. In ServiceNow, a CI class marked as 'abstract' exists in the database but is not intended for direct instantiation. Abstract classes serve as templates for inheritance and are hidden from the 'New CI' selection list, which is why the administrator cannot select it when creating a new CI.

Answer

The class is retired.

Answer

The class has no parent.

Answer

The class has a missing table extension.

Question 3

A ServiceNow administrator is preparing to import a large CSV file containing user data into the User [sys_user] table. The file includes a column for 'manager' that contains the email address of the manager. The administrator wants to ensure that the manager field is correctly populated with a reference to the manager's user record. Which import set feature should be used to map the email address to the correct manager record?

Accepted Answer

Create a transform map field mapping that uses a script to look up the manager's sys_id by email and sets the manager field.. The correct method is to create a transform map field mapping with a script that looks up the manager's sys_id by email and sets the manager field. This script runs during transformation and resolves the email to the correct user record. Coalesce is for preventing duplicates, not for resolving references. Altering the staging table schema is not appropriate. Simply mapping without a script fails because the reference field expects a sys_id.

Answer

Use the 'Map to target field' option and select 'Manager' as the target field, then enable 'Coalesce' on the email column.

Answer

Set the import set table's manager column to be a reference field to the User table.

Answer

Use a coalesce field on the manager column to match the email address to the User table.

Question 4

An SLA is defined for incident resolution with a 4-hour breach timer. The SLA should not count time when the incident is in 'Awaiting Customer' status. The administrator has configured a pause condition on the SLA definition. However, when the state changes to 'Awaiting Customer', the SLA timer continues to run. The administrator wants to troubleshoot the issue. What should the administrator check first?

Accepted Answer

Verify the SLA pause condition script or condition.. The pause condition on the SLA definition is the primary mechanism that stops the breach timer when the incident enters a specific state, such as 'Awaiting Customer'. If the timer continues to run despite the state change, the most likely cause is that the pause condition script or condition is incorrectly configured, not evaluating to true, or missing entirely. The administrator should first verify this condition before investigating other potential issues.

Answer

Ensure the business rule that triggers SLA recalculation is active.

Answer

Check the SLA metric timeline.

Answer

Check the SLA schedule for the 'Pause' field.

Question 5

A ServiceNow administrator needs to create a database view that combines data from the cmdb_ci_server table and the cmdb_ci_netgear table. What is the correct method to achieve this?

Accepted Answer

Use the Database Views module to create a view with join conditions.. The Database Views module in ServiceNow allows administrators to create a view that combines data from multiple tables using SQL-like join conditions. This is the standard, no-code method to create a virtual table that merges fields from cmdb_ci_server and cmdb_ci_netgear without modifying the underlying schema or duplicating data.

Answer

Use the CMDB Explorer to merge CI classes.

Answer

Write a custom script to join tables and store results in a new table.

Answer

Create a report and save it as a view.

Question 6

A workflow includes an 'Approval' activity that requires approval from the user's manager. However, the approval is not being assigned to the manager. What should be checked first?

Accepted Answer

The 'Approver' field in the approval activity properties. The 'Approver' field in the approval activity properties defines who receives the approval request. If it is not set to the user's manager (e.g., using the 'Manager' field from the sys_user table or a reference to the user's manager), the approval will not route correctly. This is the most direct and likely cause, so it should be checked first before investigating other potential issues.

Answer

The user's delegation settings in the user profile

Answer

The workflow stage before the approval activity

Answer

The conditions on the approval activity

Question 7

Refer to the exhibit. An administrator runs Discovery on a switch and receives this payload. However, the CI is not created in the CMDB. The Discovery log shows 'Identification rule did not match any CI. Creating new CI failed because of duplicate serial number?'. What is the most likely cause?

Accepted Answer

There is already a CI with the same serial number.. The error message 'Creating new CI failed because of duplicate serial number' directly indicates that a CI with the same serial number already exists in the CMDB. ServiceNow enforces uniqueness on the serial number field for hardware CIs; when Discovery attempts to create a new CI but finds a matching serial number, the operation fails. This is why option B is correct.

Answer

The class 'Network Gear' is invalid.

Answer

The identification rule is misconfigured.

Answer

The serial number field is missing from the payload.

Question 8

A company has a custom table 'u_asset' and wants the 'Asset' module in the application navigator to show only records where 'active=true'. How can this be achieved?

Accepted Answer

Set a condition on the 'Filter' property of the module. The 'Filter' property on a module in the application navigator allows you to define a condition (e.g., 'active=true') that restricts which records from the underlying table are displayed when the module is clicked. This is the standard method for scoping module results without altering security or user interface behavior globally.

Answer

Use an ACL to restrict access

Answer

Create a UI policy on the table

Answer

Add a client script to the list

Question 9

Which three conditions are required for a catalog item to appear in the Service Portal? (Choose three.)

Accepted Answer

The catalog item must be in a category that is published to the portal.. A catalog item must be in a category that is published to the Service Portal because the portal only displays items from categories that have been explicitly published. If the category is not published, the item will not appear regardless of other settings.

Answer

The catalog item must have a mandatory variable.

Answer

The user must have the 'catalog_admin' role.

Question 10

A service desk manager wants to ensure that when a new server CI is created in ServiceNow, it is automatically assigned to the correct support group based on the CI's class and location. The manager asks an administrator to configure a rule that sets the support group field during CI creation. Which feature should the administrator use?

Accepted Answer

A business rule on the CI table that runs before insert and sets the support group based on class and location.. To automatically set a field on CI creation, a before insert business rule on the CI table is the appropriate tool. It can read the class and location of the incoming CI and assign the correct support group before the record is saved, ensuring data consistency without manual intervention.

Answer

A CMDB Health Dashboard rule that assigns support groups to non-compliant CIs.

Answer

A CMDB CI Class Manager policy that maps support group by class and location.

Answer

A data lookup rule on the CI table that returns the support group based on class and location.

Question 11

A CMDB administrator needs to ensure that all CIs of class 'Database' have a mandatory attribute 'environment' populated with either 'Production', 'Test', or 'Development'. Which ServiceNow feature should be used to enforce this data integrity requirement?

Accepted Answer

Data Policies. Data Policies are the correct feature to enforce mandatory field values and validation rules at the database level, regardless of how the record is created or updated. By applying a Data Policy to the Database class, the administrator ensures that every CI of that class has the 'environment' field set to one of the allowed values, maintaining data integrity across all entry points.

Answer

CMDB Health Dashboard

Answer

Access Control Lists (ACLs)

Answer

UI Policies

Question 12

Which TWO conditions must be met for a catalog item to appear in the service catalog on the portal? (Choose two.)

Accepted Answer

The item is in 'Published' state.. Option B is correct because a catalog item must be in the 'Published' state to be visible in the service catalog; items in Draft, Retired, or other non-published states are hidden from the portal. Option E is correct because the 'Available for' field (the user criteria / entitlement) must include the current user's roles, groups, or specific users, otherwise the item is filtered out even if published. Option A is not required, since a workflow is optional for a catalog item to be orderable and visible. Option C is not required, as an active category is not a mandatory condition for the item to appear, though categories help organize the catalog. Option D is not required, because a price of 0 is not a visibility condition; priced items can still appear in the catalog.

Answer

The item has a workflow attached.

Answer

The item is in an active category.

Answer

The item has a price of 0.

Question 13

Which THREE are true about Service Portal widgets?

Accepted Answer

Widgets can be secured through roles.. Option B is correct because Service Portal widgets support access control: a widget instance can be restricted by setting the 'Roles' field (or by checking roles in the widget's server script), so only users with the specified roles can see or use it. Option D is correct because widgets are reusable and can be nested — a widget's HTML template can include another widget via the sp-widget directive (or by embedding it in the client template), enabling composition of complex portals from smaller widgets. Option E is correct because a standard Service Portal widget consists of a client controller (AngularJS controller running in the browser) and a server script (executed server-side to fetch data and expose it to the client), along with HTML/CSS templates and an optional client script. Option A is not correct because widgets also use HTML templates, CSS/SCSS, and AngularJS client scripts, not JavaScript alone. Option C is not correct because widgets can retrieve data from any table or external source through their server script (e.g., GlideRecord queries), not only Service Portal tables.

Answer

Widgets must be written in JavaScript only.

Answer

Widgets can only display data from the Service Portal tables.

Question 14

Which THREE of the following are benefits of using Flow Designer over traditional Workflow for automation in ServiceNow?

Accepted Answer

Built-in error handling and retry logic. Option B is correct because Flow Designer provides native error handling through error-boundary paths on actions and steps, along with configurable retry logic, so failures can be caught and remediated without custom scripting. Option C is correct because Flow Designer offers a low-code, drag-and-drop visual interface where actions, flow logic, and data pills are configured declaratively, reducing reliance on scripts compared to the traditional Workflow editor. Option E is correct because a single flow can be triggered by multiple event types, including record-based triggers (created, updated, deleted), scheduled triggers, and REST or other inbound triggers, giving greater reuse and flexibility. Option A is incorrect because Flow Designer is specifically designed to minimize advanced scripting, not require it. Option D is incorrect because Flow Designer is not positioned as delivering better performance than Workflow; the benefits are around design, maintainability, and error handling rather than raw execution speed.

Answer

Requires advanced scripting

Answer

Provides better performance than Workflow

Question 15

An administrator has configured a report on the Incident table showing the count of incidents by assignment group. The report shows data for the current week, but the numbers seem too low. The administrator suspects that incidents resolved before the current week are not being included. What should the administrator check first?

Accepted Answer

Check the condition (prompt) filter of the report to see if there is a time-based filter that limits to the current week.. The report's condition filter (often called a 'prompt' or 'filter condition') directly controls which records are included. If a time-based condition like 'Opened > Current week' or 'Resolved > Current week' is applied, it would exclude incidents resolved before the current week, causing the low count. The administrator should first inspect the filter conditions to see if such a restriction exists.

Answer

Check the 'Time scale' setting and ensure it is set to 'All' instead of 'Current week'.

Answer

Check the type of the report (e.g., bar chart vs pie chart) as some types only show aggregated data.

Answer

Check the 'Group by' field to ensure it is set to 'Assigned to' instead of 'Assignment group'.