SNOW-CSA Practice Test 20 — 15 Questions

Question 1

Which TWO are true about Service Level Agreements (SLAs) in ServiceNow?

Accepted Answer

A Business Rule can be used to pause or cancel an SLA.. Business Rules in ServiceNow can be configured to pause or cancel an SLA based on specific conditions, such as changes in state or assignment. This is achieved by writing a Business Rule that triggers on the appropriate table (e.g., task) and uses the `stopSLA()` or `pauseSLA()` methods on the SLA record. This allows administrators to automate SLA lifecycle management without manual intervention.

Answer

SLAs are defined per user to track individual performance.

Answer

SLAs can only be created for the Incident table.

Answer

Once an SLA is breached, it is automatically deleted from the system.

Question 2

A ServiceNow administrator is designing a catalog workflow that requires approval from the user's manager only if the total cost of the request exceeds $500. Which workflow configuration should be used?

Accepted Answer

Add an Approval - User activity with a Condition that checks if the variable 'total_cost' is greater than 500.. The Approval - User activity allows you to specify a single user (the manager) and attach a condition that evaluates the 'total_cost' variable. When the condition is true (total_cost > 500), the approval activity runs; otherwise, it is skipped. This directly implements the requirement for manager approval only when the cost exceeds $500.

Answer

Add an Approval - Group activity and set the 'Approval Group' to 'Manager's Group'.

Answer

Set the variable 'total_cost' as 'Required If' a condition.

Answer

Use an Approval Group activity and add the manager as a member.

Question 3

Which role is required to create a report in the Reporting module?

Accepted Answer

report_admin. The report_admin role is required to create reports in the Reporting module because it grants full administrative permissions over reports, including creation, editing, and deletion. The report_user role only allows viewing and running existing reports, not creating new ones.

Answer

admin

Answer

report_user

Answer

report_creator

Question 4

Refer to the exhibit. A catalog task for a software request with cost $6000 is in progress. The flow is waiting at the 'Manager Approval' step. What is the current approval state?

Accepted Answer

Approval is waiting for any member of IT Managers group to approve or reject. The flow is waiting at the 'Manager Approval' step, which is configured to use the 'IT Managers' approval group. In ServiceNow, when an approval is assigned to a group, the approval state shows as 'Waiting for approval' until any member of that group approves or rejects it. Since the task is still in progress and the flow is paused at this step, the current approval state is that it is waiting for any member of the IT Managers group to act.

Answer

Approval has been approved by Jane Smith

Answer

Approval is waiting for John Doe

Answer

Approval has been rejected by Bob Lee

Question 5

Which THREE actions can be performed using UI policies? (Choose three.)

Accepted Answer

Make a field read-only. UI policies can set the 'read-only' attribute on a field, preventing users from modifying its value based on conditions. This is a core function of UI policies, which control field behavior on a form without requiring server-side scripting.

Answer

Set a field's default value

Answer

Create a new field on the form

Question 6

After importing data, some records show as 'Ignored' in the import log. What is the most likely cause?

Accepted Answer

Coalesce matched an existing record and the transform map action is 'Insert only'.. When a transform map uses the 'Insert only' action and the Coalesce function finds a match on the source and target fields, the import engine ignores the record to prevent duplicates. This is a standard behavior in ServiceNow where coalesce is used to identify existing records, and if the action is set to 'Insert only', no update occurs, resulting in an 'Ignored' status in the import log.

Answer

The source field was empty and the target field is optional.

Answer

A field mapping script returned null for a mandatory target field.

Answer

The transform map condition evaluated to false.

Question 7

A user reports that a catalog item's 'Requested for' field is not being set correctly after submission. The catalog item uses a workflow that includes a 'Set Requested For' activity. What is the most likely cause?

Accepted Answer

The 'Set Requested For' activity is configured with a static user value. The 'Set Requested For' activity in a ServiceNow workflow explicitly overrides the 'Requested for' field on the catalog item. If it is configured with a static user value, it will always set that user regardless of who submitted the request, causing the reported issue. This is the most direct cause because the activity's configuration takes precedence over the default behavior of populating the field with the requester.

Answer

The workflow context variable for requested for is missing

Answer

The workflow is not published

Answer

The catalog item variable mapping is incorrectly configured

Question 8

A ServiceNow administrator wants to archive old CMDB history records that are older than 12 months to improve performance. Which approach should be used?

Accepted Answer

Use the 'Archive Old Records' functionality in CMDB Workspace. The CMDB Workspace provides a built-in 'Archive Old Records' functionality specifically designed to move old CMDB history records (e.g., from the `cmdb_ci_history` table) to an archive table, improving performance without data loss. This approach is supported by ServiceNow's recommended best practices for managing CMDB history data, as it preserves records for compliance while reducing the active table size.

Answer

Increase the 'CMDB History Pruning Frequency' property

Answer

Manually delete rows from the 'cmdb_ci_history' table using SQL

Answer

Run a scheduled report to export and then delete records

Question 9

At the current time (09:45), what is the total pause duration for this SLA instance?

Accepted Answer

15 minutes. The SLA instance was paused at 09:30 and resumed at 09:45, resulting in a total pause duration of 15 minutes. In ServiceNow, SLA pause duration is calculated as the cumulative time between pause and resume actions, excluding the paused time from the SLA clock.

Answer

0 minutes

Answer

45 minutes

Answer

30 minutes

Question 10

In an import set, where is the staged data stored before transformation?

Accepted Answer

Import set row table (sys_import_set_row). In ServiceNow, during the import set process, raw data from a data source is first loaded into the import set row table (sys_import_set_row). This table acts as a staging area. Only after transformation maps are applied does the data move to the target table (e.g., incident). Therefore, staged data before transformation resides in the import set row table, not the target table.

Answer

Target table (e.g., incident)

Answer

Transform map table

Answer

Data source table

Question 11

A catalog item is configured but does not appear in the Service Portal for end users. The item is categorized under 'Software' and the catalog is 'IT Services'. The Service Portal widget 'sc_category_item' is used. Which of the following is the most likely reason?

Accepted Answer

The catalog item's 'Portal' field is empty or set to the wrong portal.. The most likely reason is that the catalog item's 'Portal' field is empty or set to the wrong portal. In ServiceNow, the 'Portal' field on a catalog item determines which Service Portal(s) the item appears in. If this field does not include the target portal (e.g., 'IT Services'), the item will not be visible in that portal's catalog, even if the 'sc_category_item' widget is used. This is a common configuration oversight.

Answer

The catalog item's 'Order' field is set to 0.

Answer

The catalog item has a 'Roles' restriction that does not include the user's role.

Answer

The catalog item's 'Module' is not set to 'Service Catalog'.

Question 12

An organization has a Service Level Agreement (SLA) defined on the Incident table with a condition of 'Category is Network' and a duration of 4 hours. The SLA is triggered when the incident state changes from 'New' to 'In Progress'. A network incident is created and assigned to the Network Support group. The incident state is changed to 'In Progress' immediately. After 3 hours, the incident is resolved. However, the SLA shows a breach despite the resolution being within 4 hours. What is the most likely cause?

Accepted Answer

The SLA stop condition is set to 'State is Resolved', but the SLA was paused due to a schedule (e.g., after-hours pause) and the pause time was not counted, causing the actual working time to exceed 4 hours.. The most likely cause is that the SLA stop condition is set to 'State is Resolved', but the SLA timer was paused due to a schedule (e.g., after-hours) at the time the incident was resolved. Because the timer was paused, the stop condition was not evaluated immediately. When the schedule resumed, the working timer continued to run, and by the time the stop condition was evaluated, the accumulated working time had already exceeded the 4-hour duration, resulting in a breach. In ServiceNow, SLA timers that are paused do not trigger stop conditions until they resume, which can cause breaches even when the incident is resolved within the expected real-time window.

Answer

The SLA is assigned to the Network Support group, but the assignment group was changed during the incident.

Answer

The SLA duration is defined in business hours, and the incident was created after business hours, so the elapsed time counted only business hours, making the 4-hour window longer in real time.

Answer

The SLA condition 'Category is Network' was not evaluated correctly because the category field was updated after the SLA was triggered.

Question 13

A large organization with 15,000 active users recently migrated from UI15 to UI16. Users are now reporting that form load times have increased significantly, especially on the Incident form, which has many sections and fields. The system administrator notices that the form is taking over 8 seconds to load. The administrator has checked the server logs and found that the majority of time is spent on 'getFormMeta' calls. The Incident form uses several UI policies, client scripts, and catalog client scripts. There are no business rules with heavy scripts on the table. Which course of action should the administrator take to improve form load performance?

Accepted Answer

Review and disable unnecessary UI policies that are set to run on form load. The 'getFormMeta' call retrieves the form's structure, including all UI policies, client scripts, and related metadata. UI policies that run on form load are executed server-side during this call, and excessive or unnecessary UI policies can significantly increase load time. Disabling UI policies that are not needed on form load directly reduces the metadata payload and processing time, improving performance.

Answer

Request an upgrade to the latest ServiceNow release which includes performance improvements

Answer

Set the system property 'glide.ui.form.load.max_sections' to 5 to limit sections

Answer

Convert client scripts to UI policies to leverage server-side execution

Question 14

Which TWO of the following are best practices when working with ACLs?

Accepted Answer

Ensure ACLs are scoped to the application that needs them. ACLs should be scoped to the specific application that requires them. This ensures that only the necessary records and fields are accessible, following the principle of least privilege. Overly broad ACLs can expose sensitive data and violate data security requirements.

Answer

Always create a single, broad ACL that covers all needs

Answer

Grant 'read' access to all users on all tables to simplify administration

Answer

Write complex scripts in ACLs to handle all edge cases

Question 15

An admin has set up an SLA on the Incident table with a condition 'Priority = 1' and a duration of 1 hour. The SLA is triggered when the incident state becomes 'In Progress'. The SLA definition includes a business schedule that only counts business hours (9 AM to 5 PM, Monday-Friday). An incident with Priority 1 is created at 4:30 PM on Friday and state is changed to 'In Progress' at 4:45 PM. At what time will the SLA breach if it is not resolved?

Accepted Answer

9:45 AM Monday.. The SLA has a duration of 1 hour but uses a business schedule that only counts hours between 9 AM and 5 PM, Monday through Friday. The incident entered 'In Progress' at 4:45 PM on Friday, so only 15 minutes of business time remain that day (4:45 PM to 5:00 PM). The remaining 45 minutes of SLA duration must be fulfilled starting Monday at 9:00 AM, pushing the breach time to 9:45 AM Monday.

Answer

5:45 PM Friday.

Answer

4:45 PM Saturday.

Answer

4:45 PM Monday.