SNOW-CSA Practice Test 18 — 15 Questions

Question 1

Which role is required to create and manage catalog items?

Accepted Answer

admin. Both the admin and catalog_admin roles have the necessary permissions to create and manage catalog items. The admin role provides unrestricted access to all ServiceNow modules, including the Service Catalog, making it fully capable of managing catalog items. The catalog_admin role is specifically designed for catalog management, granting granular permissions to create, modify, and manage catalog items, categories, and variables. The other roles listed lack the required privileges for catalog item creation and management.

Answer

snc_platform_user

Answer

itil

Question 2

Drag and drop the steps to create a new application scope in ServiceNow into the correct order.

Accepted Answer

Open Application Studio, then Click Create Application, then Enter application name and description, then Click Submit. The correct sequence for creating a new application scope in ServiceNow starts with opening Application Studio, then clicking the 'Create Application' button to display the creation form. Next, you enter the application name and optional description, and finally click 'Submit' to complete the process. This order ensures all necessary UI components are available at each step.

Answer

Click Create Application, then Enter application name and description, then Click Submit, then Open Application Studio

Answer

Enter application name and description, then Open Application Studio, then Click Create Application, then Click Submit

Answer

Open Application Studio, then Enter application name and description, then Click Create Application, then Click Submit

Question 3

A new administrator needs to view the relationships between CIs. Which TWO tables store information about CI relationships? (Select two.)

Accepted Answer

cmdb_rel_type. The `cmdb_rel_type` table defines the types of relationships that can exist between configuration items (CIs), such as 'Depends on' or 'Runs on'. Option C is correct because the `cmdb_rel_ci` table stores the actual relationship instances, linking two CIs together with a specific relationship type. Together, these two tables provide the schema and data for CI relationships in the ServiceNow CMDB.

Answer

cmdb_ci_service

Answer

cmdb_ci

Answer

cmdb_ci_relationship

Question 4

An administrator needs to provide a custom view for the Incident table that hides the 'Description' field and reorders fields for a specific group of users. The view should be accessible from the form context menu. Which approach should the administrator take?

Accepted Answer

Create a new view for the Incident table and assign it to a user criteria that includes the group.. Creating a new view for the Incident table and assigning it to a user criteria that includes the group allows the administrator to define a custom form layout (hiding the 'Description' field and reordering fields) that is automatically applied to all members of that group. Views are the native mechanism in ServiceNow for providing different form configurations to different users based on user criteria, and they are accessible from the form context menu via the 'View' option.

Answer

Create a UI Policy that hides the 'Description' field and reorders fields for the specific group.

Answer

Use the 'Personalize Form' option to rearrange fields and share the view with the group.

Answer

Write a Business Rule that updates the form configuration when the group members open a record.

Question 5

A CMDB administrator wants to identify which user last updated a CI record. Which table contains this information?

Accepted Answer

sys_audit. The sys_audit table stores the audit history of all field-level changes made to CI records, including the user who made the update, the timestamp, and the old and new values. When a CMDB administrator needs to identify the last user to update a CI, querying sys_audit with the appropriate filter on the record's sys_id and ordering by the 'sys_created_on' field descending will reveal the most recent change and its author.

Answer

sys_user

Answer

sys_ci

Answer

sys_metadata

Question 6

A business rule is configured to run on 'after' update. Which TWO of the following conditions would cause the rule to execute? (Select two.)

Accepted Answer

The condition checkbox is unchecked (no condition).. When the condition checkbox is unchecked, the business rule has no condition script, so it always executes on the specified event (after update). Option D is correct because a condition script that returns true explicitly tells the rule to run. The 'after' update timing means the rule runs after the database write, but the condition still controls whether execution occurs.

Answer

The condition script returns false.

Answer

The condition checkbox is checked but script returns false.

Answer

The table is not the specified table.

Question 7

A ServiceNow administrator needs to create a report that shows the number of incidents opened each month for the last 12 months. The report should display a bar chart with months on the x-axis and count on the y-axis. Which report type and grouping should the administrator use?

Accepted Answer

Bar chart, group by Month on the Opened field. A bar chart is ideal for comparing discrete categories (months) over time, and grouping by Month on the Opened field aggregates incident counts per month. This meets the requirement of showing the number of incidents opened each month for the last 12 months with months on the x-axis and count on the y-axis.

Answer

List report, sort by Opened

Answer

Pie chart, group by Month on the Opened field

Answer

Line chart, group by Day on the Opened field

Question 8

An administrator imports data from a CSV file into the 'cmdb_ci' table using a transform map. The import set row contains fields 'name', 'serial_number', and 'manufacturer'. The transform map has a field mapping for 'name' with a co-paste of 'name' and 'serial_number'. Another mapping for 'serial_number' uses a script to concatenate 'SN-' prefix. The 'manufacturer' field is not mapped. After the import, the resulting 'name' field contains 'Laptop123, SN-12345' and 'serial_number' contains 'SN-12345'. Which statement best describes the outcome?

Accepted Answer

The 'name' field contains 'Laptop123, SN-12345' and 'serial_number' contains 'SN-12345'. The transform map's field mapping for 'name' uses a co-paste of 'name' and 'serial_number', which concatenates the source values with a comma and space, resulting in 'Laptop123, SN-12345'. The mapping for 'serial_number' uses a script that adds the 'SN-' prefix to the source 'serial_number' value, producing 'SN-12345'. The unmapped 'manufacturer' field is simply ignored during import, causing no failure. Therefore, the outcome matches option B exactly.

Answer

The import fails because the 'manufacturer' field is not mapped

Answer

The 'name' field contains 'Laptop123, 12345' because the script for 'serial_number' overrides the co-paste for 'name'

Answer

The 'serial_number' field remains '12345' because the co-paste mapping for 'name' consumed the source field

Question 9

During a workflow, a catalog item's quantity variable 'qty' must be validated to be between 1 and 10. If the value is outside this range, the request should be rejected with a message. Which approach should the administrator take?

Accepted Answer

Add a 'Before Order' script in the catalog item that validates and aborts if invalid.. The 'Before Order' script runs server-side when the user clicks the 'Order Now' button, allowing the administrator to validate the 'qty' variable and use `gs.addErrorMessage()` followed by `current.abortAction()` to reject the request with a message. This approach ensures the validation occurs at the point of submission, before the request is processed, and provides immediate feedback to the user.

Answer

Create a Catalog Client Script with 'onChange' event to validate and show error.

Answer

Create a UI Policy to set the variable as mandatory and add a condition.

Answer

Set the variable's 'Type' to 'Integer' and add a 'Min' and 'Max' attribute.

Question 10

An administrator wants to automate the fulfillment of a catalog item that requires approval from the user's manager. Which combination of features should be used?

Accepted Answer

Flow Designer with Approval step. Flow Designer provides a native Approval step that can be configured to route the request to the user's manager via the Manager field on the sys_user record. This allows the entire fulfillment process—including approval and subsequent actions—to be automated within a single Flow, eliminating the need for separate approval engine configurations or manual intervention.

Answer

Virtual Agent and Flow Designer

Answer

Record Producer and Virtual Agent

Answer

Approval Engine and Email Notification

Question 11

Which module is used to create and manage record producers?

Accepted Answer

Service Catalog > Record Producers. Record producers are a type of catalog item that allows users to submit records directly from the Service Catalog. They are created and managed under Service Catalog > Record Producers, where you define the target table, form fields, and mapping logic to generate a new record in the platform upon submission.

Answer

Process Automation > Record Producers

Answer

Service Portal > Record Producers

Answer

System Definition > Record Producers

Question 12

Refer to the exhibit. The business rule is set to run 'before' update. When a user changes the state to 'Resolved' (value 3), the comments field is updated. However, the change does not appear on the form after save. What is the most likely reason?

Accepted Answer

The script uses current.update() causing recursion and rollback.. Calling current.update() inside a 'before' business rule triggers the same business rule again, causing recursion. ServiceNow detects this recursion and rolls back the update to prevent an infinite loop, so the comment field change is not saved. A 'before' business rule should modify fields directly without calling update(), as the system handles the save automatically.

Answer

The state condition is incorrect because state 3 is not 'Resolved'.

Answer

The script should use current.setValue() instead of assignment.

Answer

The business rule should be 'after' instead of 'before'.

Question 13

An administrator notices that a UI policy on the Incident form is not firing for a specific user role. The UI policy is set to 'Run script' and has conditions on the 'State' field. The script uses g_form.setValue to set a field. What is the most likely reason the UI policy fails to execute for that role?

Accepted Answer

The UI policy condition uses a field that the role cannot see due to field-level security. UI policies execute client-side, and if a field used in the condition (e.g., 'State') is hidden from the user's role due to field-level security (FLS), the client-side script cannot read the field's value. This causes the condition to evaluate as false or undefined, preventing the UI policy from firing. The g_form.setValue call in the script would also fail silently if the target field is not visible or accessible to the role.

Answer

The UI policy is configured to run on the server side

Answer

The role does not have read access to the field being set

Answer

The UI policy is set to 'Run script' but the script has a syntax error

Question 14

A large enterprise uses ServiceNow for IT Service Management. They have recently configured SLA definitions for incident management with a 4-hour resolution time during business hours (Monday-Friday, 8 AM to 6 PM, excluding holidays). The SLA is triggered when an incident is created with priority=2 and assigned to the 'Hardware Support' group. After one week, the IT manager notices that some priority=2 incidents assigned to 'Hardware Support' are not showing any SLA timer. Upon investigation, you find that the incidents were created on weekends and the SLA condition includes 'Assigned to group is Hardware Support'. The SLA definition has 'Start condition' set to 'State changes to In Progress' and 'Pause condition' set to 'State changes to On Hold'. The incidents were created with state 'New' and then assigned to the group, but they remain in 'New' state. How should you fix the issue so that the SLA starts correctly?

Accepted Answer

Change the start condition to trigger on incident creation or when assigned to group. The SLA start condition is currently set to 'State changes to In Progress', but the incidents remain in 'New' state after being assigned to the group. Since the SLA is not starting, you need to change the start condition to trigger on incident creation or when assigned to the group, ensuring the SLA timer begins even if the state does not change to In Progress.

Answer

Remove the pause condition so the SLA continues even when on hold

Answer

Update the condition to include 'Assigned to group is Hardware Support AND Priority is 2'

Answer

Modify the SLA schedule to include weekends

Question 15

Which TWO are benefits of using Service Catalog with Record Producers?

Accepted Answer

Ability to create records in any table. Record Producers can be configured to create records in any table, not just the task or incident tables. This allows organizations to automate record creation across custom tables, extending the flexibility of Service Catalog beyond standard ITSM processes.

Answer

No need to design a flow

Answer

Support for order guides

Answer

Automatic variable creation