SNOW-CSA Practice Test 2 — 10 Questions

Question 1

Which THREE are components of the Employee Center portal?

Accepted Answer

Knowledge Base. The Employee Center portal is a dedicated self-service portal in ServiceNow that provides employees with a unified interface to access common services. The Knowledge Base is a core component because it allows employees to search for and read articles to resolve issues without creating a ticket, directly supporting self-service and deflection.

Answer

Flow Designer

Answer

Instance Dashboard

Question 2

An administrator is configuring a Virtual Agent topic to handle common IT questions. Which three components are required to build a basic topic? (Choose three.)

Accepted Answer

A trigger phrase that users type to invoke the topic.. A trigger phrase is required because it defines the user input that initiates the Virtual Agent topic. Without a trigger phrase, the system has no way to match user utterances to the correct topic, making it impossible to start the conversation flow.

Answer

A catalog item that the topic will order.

Answer

A knowledge base article to provide the answer.

Question 3

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 4

A company needs to import data from a CSV file into the User table. The CSV includes fields for first name, last name, email, and department. However, the import fails because some email addresses are invalid. Which feature in ServiceNow can be used to prevent invalid emails from being imported?

Accepted Answer

Transform Map with condition scripts. A Transform Map with condition scripts allows you to validate incoming data before it is written to the target table. In this scenario, you can add a script to the transform map that checks each email address against a regular expression pattern (e.g., RFC 5322) and skips or rejects rows with invalid emails, preventing them from being imported into the User table.

Answer

Data Source configuration

Answer

Import Set Row

Answer

Import Set Table API

Question 5

Refer to the exhibit. This script runs in a background script. Which set of records will be printed?

Accepted Answer

Incidents with state=3 AND priority<=3 AND assigned_to is not null. The script uses a GlideRecord query on the Incident table with an encoded query string 'state=3^priority<=3^assigned_toISNOTEMPTY'. This filters for records where state equals 3 (which corresponds to 'On Hold' in the default incident state model), priority is less than or equal to 3, and the assigned_to field is not empty. The while loop iterates over the matching records and prints each one, so only incidents meeting all three conditions are output.

Answer

Incidents with state=3 AND assigned_to is not null

Answer

Incidents with priority<=3

Answer

All incidents

Question 6

A large enterprise uses ServiceNow for IT Service Management. They have a custom application that generates incidents automatically from monitoring alerts. The incidents are assigned to the 'Monitoring Queue' group. Recently, the team noticed that some incidents are not being assigned to any group and remain unassigned. Upon investigation, the administrator finds that the assignment rule for the 'Monitoring Queue' group uses a condition 'Category = Network' AND 'Impact = 3'. However, many alerts have 'Category' set to 'Network' but 'Impact' left blank. The administrator needs to ensure that all incidents from monitoring alerts with 'Category = Network' are assigned to the 'Monitoring Queue' group, regardless of impact. What should the administrator do?

Accepted Answer

Modify the existing assignment rule condition to 'Category = Network' only. Modifying the assignment rule condition to only check 'Category = Network' ensures that all incidents with that category are assigned to the 'Monitoring Queue' group, regardless of whether 'Impact' is blank or has any other value. Assignment rules in ServiceNow evaluate conditions against the current record; removing the 'Impact = 3' clause eliminates the dependency on that field. This directly addresses the requirement that incidents from monitoring alerts with 'Category = Network' must always be assigned, even when 'Impact' is not populated.

Answer

Modify the existing assignment rule condition to 'Category = Network' OR 'Impact = 3'

Answer

Create a second assignment rule with condition 'Category = Network' and 'Impact is empty'

Answer

Set a default assignment on the Incident table to assign all unassigned incidents to the Monitoring Queue group

Question 7

A ServiceNow administrator is responsible for importing data from an external HR system into the Employee table. The import set uses a transform map that creates new records and updates existing ones based on the employee number. Recently, the administrator noticed that some existing records are being incorrectly duplicated. The transform map is configured with a coalesce on the 'Employee Number' field. After reviewing the import log, the administrator finds that the import set rows are being processed, but the coalesce is not matching correctly. The HR system sends data with employee numbers that have leading zeros, but the ServiceNow employee number field is stored without leading zeros. For example, employee number '0123' in the source is '123' in ServiceNow. The administrator needs to fix this issue without modifying the HR system data. Which course of action should the administrator take?

Accepted Answer

Add a script in the transform map to remove leading zeros from the employee number before the coalesce runs.. The coalesce operation in a transform map runs before field mapping scripts, so a script placed in the transform map's 'Script' field (or a 'Before' script) can normalize the source value by removing leading zeros before the coalesce attempts to match. This ensures the incoming '0123' is converted to '123' and correctly matches the existing record in the Employee table.

Answer

Modify the import set table to store employee numbers as strings with leading zeros.

Answer

Change the coalesce field to a different unique field such as email address.

Answer

Use a before business rule on the Employee table to trim leading zeros on the employee number field.

Question 8

Which THREE of the following are true regarding Business Rules?

Accepted Answer

They can be used to perform data validation before a record is saved. Option C is correct because Business Rules in ServiceNow are server-side scripts that run before a database operation (before insert/update/delete/query) and are commonly used to validate data before the record is committed. Option D is correct because Business Rules support an asynchronous checkbox, which lets the rule run in the background after the database operation so it does not delay the user's transaction. Option E is correct because a Business Rule's When setting can be before or after, and it can be scoped to fire on insert, update, delete, or query operations. Option A is incorrect because Business Rules execute on the server, not the client side (client-side logic is handled by Client Scripts, UI Policies, or UI Actions). Option B is incorrect because Business Rules do not automatically fire on every record in the database; they fire only when the specified database operation occurs on a record and the rule's conditions are met.

Answer

They are executed on the client side to improve performance

Answer

They automatically fire on every record in the database when created

Question 9

A multinational company has implemented a Service Catalog to streamline IT requests. The catalog item 'New Laptop Request' includes a workflow that routes approvals based on the cost center of the requester. Recently, several requests submitted by employees in the Finance department are stuck in 'Submitted' state without any approval activity. The workflow has a condition that checks the variable 'cost_center' and if it equals 'Finance', the approval is sent to the Finance manager. Other requests from departments like HR and Marketing proceed normally. The administrator has verified that the 'Finance' cost center value is correctly entered on the requests, the users have appropriate roles, and the approval assignments are active. What is the most likely cause of the issue?

Accepted Answer

The workflow condition that triggers the Finance approval stage is not evaluating correctly.. The issue is that the workflow condition checking the 'cost_center' variable for 'Finance' is not evaluating correctly, causing the approval stage to be skipped or not triggered. Since other departments work fine, the workflow logic itself is likely flawed—perhaps due to a data type mismatch (e.g., comparing a string to a different type) or a typo in the condition script. The administrator has verified data entry, roles, and approval assignments, so the root cause is the condition logic in the workflow.

Answer

The approval rule should be changed to auto-approve for Finance.

Answer

The workflow approval timeout is set too short and needs to be increased.

Answer

The catalog item should be reconfigured to not use a workflow.

Question 10

Which CMDB relationship type should be used to represent that a server is physically installed in a rack?

Accepted Answer

Contains. The 'Contains' relationship type is correct because it models a parent-child containment hierarchy in the CMDB, where the rack is the container and the server is the contained item. This aligns with the CMDB's ability to represent physical location and dependencies, ensuring accurate service mapping and impact analysis.

Answer

Depends on

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Runs on

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Connected to