SNOW-CSA Practice Test 19 — 15 Questions

Question 1

A performance issue is reported on the Change Request list view: it takes several seconds to load. The list has 5000 records and uses several calculated fields. Which optimization should be applied first?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Create a new list view that includes only essential columns. Reducing the number of columns in a list view minimizes the data retrieved per row, directly addressing the performance bottleneck caused by calculated fields. Calculated fields are evaluated for every row on every load, so removing unnecessary columns reduces server-side computation and database query overhead. This is the most effective first optimization as it targets the root cause without increasing data volume or altering system thresholds.

Answer

Add a group by condition on the list view

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Set the list control to 'Auto' to reduce data threshold

Answer

Increase the 'glide.ui.list.threshold' system property to 10000

Question 2

You are a ServiceNow administrator for a large enterprise. The company has a custom application that uses a table 'u_asset_tracking' to track IT assets. The table has a before insert business rule that sets the 'u_assigned_to' field to the current user if the field is empty. Recently, the security team reported that some users are able to view asset records that they should not see. After investigation, you find that the 'u_asset_tracking' table has no ACLs defined, and the default table ACL allows read access to all authenticated users. The business rule is working correctly. You need to restrict read access so that users can only see records where 'u_assigned_to' is themselves or where they are in the same 'u_department' as the record's 'u_department'. You must ensure that the solution does not affect other tables. Which approach should you take?

Accepted Answer

Create a new ACL for the 'u_asset_tracking' table with type 'record', operation 'read', condition script 'current.u_assigned_to == gs.getUserID() || current.u_department == gs.getUser().getDepartment()', and set order to 0. Ensure 'Requires role' is unchecked.. It creates a record-level ACL with a condition script that enforces row-level security: users can only read records where they are the assigned user or share the same department. The order of 0 ensures this ACL is evaluated before the default table ACL, and leaving 'Requires role' unchecked allows the condition to grant access without requiring a specific role, thus restricting read access based solely on the condition.

Answer

Modify the default table ACL for the 'u_asset_tracking' table to require the 'asset_user' role.

Answer

Add a business rule to restrict read access by deleting records from the glide record set.

Answer

Create a new ACL for the 'u_asset_tracking' table with type 'record', operation 'read', condition script 'current.u_assigned_to == gs.getUserID()', and require the 'asset_user' role.

Question 3

A scheduled report is set to run daily but does not execute. What is the most likely cause?

Accepted Answer

The user who created the schedule is inactive.. ServiceNow schedules are tied to the user who created them. If that user becomes inactive, the system disables the schedule to prevent unauthorized execution. The scheduled report will not run until the user is reactivated or the schedule is reassigned to an active user.

Answer

The schedule is not active.

Answer

The report is not shared.

Answer

The report contains too many rows.

Question 4

A user reports that a catalog item is not visible to them, but other users in the same department can see it. What is the most likely cause?

Accepted Answer

User criteria restricts visibility. User criteria is a visibility rule applied to catalog items that restricts which users or groups can see the item in the service catalog. If one user cannot see the item while others in the same department can, the most likely cause is that the user criteria on the catalog item excludes that specific user, either by user, role, group, or location criteria.

Answer

The item is in a different category

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The item is out of stock

Answer

The item is not active

Question 5

A company is implementing Virtual Agent to handle common password reset requests. The conversation flow should ask the user to verify their identity using their employee ID and date of birth. Which Virtual Agent topic design should be used to collect this information?

Accepted Answer

Use a topic with variables to prompt for employee ID and date of birth. Virtual Agent topics are designed to handle conversational flows by using topic-level variables to prompt users for information step by step. This allows the bot to collect the employee ID and date of birth in a structured, interactive manner, which is exactly what the password reset scenario requires.

Answer

Create a flow that uses user input via flow variables

Answer

Use a record producer to capture the information

Answer

Configure a catalog item with variables and embed it in Virtual Agent

Question 6

A large organization with 5,000 employees uses ServiceNow for IT service management. They have implemented a comprehensive service catalog with over 200 catalog items, each containing between 10 and 30 variables. Recently, users have reported that catalog items take more than 10 seconds to load in the Service Portal, leading to frustration and abandoned requests. The administrator has analyzed portal performance and found that the catalog item forms are slow to render, especially items with many variables and complex client scripts. The system logs show no errors, and the portal server resources are adequate. The administrator notes that many catalog items have multiple Catalog Client Scripts that execute on load, performing tasks such as populating dropdowns and validating user data. The goal is to improve load times without removing any variables or eliminating client-side logic. Which action should the administrator take first?

Accepted Answer

Implement catalog item variable sets to group variables and reduce the number of distinct variables.. Implementing catalog item variable sets reduces the number of distinct variables by grouping related variables into reusable sets. This decreases the complexity of the form rendering process in Service Portal, as the platform can load and cache variable sets more efficiently than individual variables. By reducing the total variable count, the client-side processing overhead is lowered, directly addressing the slow load times without removing variables or client scripts.

Answer

Reduce the number of variables by combining them into a single 'Additional Details' text area variable.

Answer

Convert all Catalog Client Scripts to Catalog UI Policies to reduce client-side processing.

Answer

Enable the 'Cache Catalog Item' option on each catalog item to store the form data.

Question 7

A company's CMDB has been populated with configuration items (CIs) from various discovery sources. However, when querying the CMDB for all Windows servers, the result set is missing some servers that are known to exist. The administrator has verified that the servers are discovered and appear in the discovery logs. What is the most likely cause of this issue?

Accepted Answer

The missing servers are classified under a different CMDB class than the one being queried.. The CMDB organizes CIs into a hierarchical class structure (e.g., cmdb_ci_server, cmdb_ci_win_server). If a Windows server is classified under a different parent class (e.g., cmdb_ci_linux_server due to misclassification or a custom class), a query filtering specifically on the Windows server class will exclude it. Discovery populates the CI with the correct class based on the identification and classification rules, but manual reclassification or an incorrect identification rule can place the CI in a different class, making it invisible to class-specific queries.

Answer

The missing servers are duplicates and have been merged into other CIs.

Answer

The missing servers have a status of 'Retired' in the CMDB.

Answer

The user running the query does not have the cmdb_read role.

Question 8

Drag and drop the steps to create a new Business Rule in ServiceNow into the correct order.

Accepted Answer

Navigate to System Definition > Business Rules, then Click 'New', then Configure rule (name, table, condition, order), then Write script, set Active, and Submit. The correct order starts by navigating to System Definition > Business Rules to access the Business Rules module. Then click 'New' to create a new rule. Next, configure the rule by setting the name, table, condition, and order to define when it runs. After configuration, write the script that contains the logic to execute. Finally, set the rule as active and click Submit to save and enable it. This sequence ensures that the rule is properly defined before writing the script and that all settings are complete before activating.

Answer

Click 'New', then Navigate to System Definition > Business Rules, then Configure rule, then Write script and Submit

Answer

Navigate to System Definition > Business Rules, then Configure rule, then Click 'New', then Write script and Submit

Answer

Navigate to System Definition > Business Rules, then Click 'New', then Write script, then Configure rule and Submit

Question 9

An organization is importing help desk tickets from a legacy system using ServiceNow Import Sets. The import runs successfully, but no records are created in the Incident table. Which two steps should the administrator verify to resolve this issue?

Accepted Answer

Confirm the Data Source is associated with the Import Set Row.. The Data Source must be associated with the Import Set Row to define how the incoming data is parsed and mapped. Without this association, the Import Set cannot process the data correctly, even if the import runs without errors. This is a fundamental requirement in ServiceNow's import architecture.

Answer

Ensure the import source is an email integration.

Answer

Review the Import Set Row condition field to ensure it is not set to 'Skip'.

Answer

Check that the Import Set table has a 'Staging Table' defined.

Question 10

A company wants to allow users to reset their own passwords through the portal. Which feature should be enabled?

Accepted Answer

Password Reset. The Password Reset feature in ServiceNow allows users to reset their own passwords through the portal without requiring administrator intervention. This is achieved by configuring password reset policies, security questions, and email verification, enabling self-service password management directly within the platform.

Answer

SSO Configuration

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LDAP Integration

Answer

Virtual Agent

Question 11

An administrator wants to create a homepage that displays a filtered list of high-priority incidents assigned to the current user. Which widget should be used?

Accepted Answer

Dashboard widget with a list report. The Dashboard widget with a list report is correct because it allows an administrator to embed a filtered list report directly on a homepage. By configuring the report to filter for 'high-priority incidents' and setting the condition 'Assigned to is current user', the widget dynamically displays only the relevant records for the logged-in user, meeting the requirement without custom scripting.

Answer

Content Selector widget

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HTML widget with embedded Jelly script

Answer

Metric tag widget

Question 12

A workflow on a catalog item has a 'Set Values' activity that sets the variable 'state' to 'approved'. The workflow then proceeds to a 'Task' activity. However, the task is never created. The log shows the workflow completed successfully. What is a possible reason?

Accepted Answer

The condition on the 'Task' activity evaluated to false. The 'Task' activity in a ServiceNow workflow has a condition property that must evaluate to true for the task to be created. If the condition evaluates to false, the workflow engine skips the activity entirely and continues to the next step, logging the workflow as completed successfully without creating the task. This matches the symptom where the 'Set Values' activity runs (setting state to 'approved') but no task appears.

Answer

The 'Set Values' activity failed silently

Answer

The catalog item's 'Run workflow' flag is unchecked

Answer

The workflow is set to run asynchronously and the task is delayed

Question 13

Match each ServiceNow acronym to its full form.

Accepted Answer

CMDB: Configuration Management Database. These are common ServiceNow acronyms. The correct matches are: CMDB = Configuration Management Database, SLA = Service Level Agreement, ITSM = IT Service Management, KB = Knowledge Base. Common confusions involve swapping the definitions of CMDB and SLA.

Answer

CMDB: Service Level Agreement

Answer

SLA: Configuration Management Database

Question 14

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.. A catalog item must be in the 'Published' state to be visible in the service catalog on the portal. The 'Published' state indicates that the item has been approved and is ready for end users to request. Items in 'Draft' or 'Retired' states are hidden from the portal, regardless of other configurations.

Answer

The item has a workflow attached.

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The item is in an active category.

Answer

The item has a price of 0.

Question 15

After applying a new theme, some modules are missing from the application navigator. What is the most likely cause?

Accepted Answer

Modules are inactive. When a new theme is applied in ServiceNow, the theme controls the visual styling but does not control which modules appear in the application navigator. Modules are missing because they are set to inactive, which hides them from the navigator regardless of the active theme. The most likely cause is that the modules themselves have been deactivated, often due to a system property or upgrade that changed their active state.

Answer

Theme overrides the navigation

Answer

User roles changed

Answer

Cache needs refresh