SNOW-CSA Practice Exam 3 — 20 Questions

Question 1

Refer to the exhibit. This ACL is applied to the Incident table for 'write' operation. A user is editing their own incident but is still denied. What is the issue?

Accepted Answer

The script returns true but another ACL denies.. When an ACL is applied to a table for 'write' operations, multiple ACLs can evaluate the same operation. Even if one ACL (the one shown) returns true, another ACL on the same table for the same operation may return false, causing the overall write to be denied. The exhibit shows a script that checks `current.caller_id == gs.getUserID()`, which should allow the user to edit their own incident, but another ACL with a higher order or a different condition is blocking the write.

Answer

The script returns false because current.caller_id is not the user's sys_id.

Answer

The ACL is set to 'read' instead of 'write'.

Answer

The user does not have the necessary role.

Question 2

A user is able to view records in the Incident table but cannot edit them. Which ACL type is preventing the edit?

Accepted Answer

write. (write). In ServiceNow, the write ACL controls the ability to update or edit existing records. Since the user can view records (read ACL allows this) but cannot edit them, the write ACL is the one blocking the operation. The write ACL is evaluated when a user attempts to modify a record after it has been created.

Answer

read

Answer

create

Answer

delete

Question 3

A catalog item has a variable 'category' (choice) and 'subcategory' (select box). When a user selects 'hardware' for category, the subcategory dropdown shows laptop and desktop. When 'software' is selected, it shows Operating System and Office Suite. However, users report that after selecting category, the subcategory dropdown does not update. What is the most likely cause?

Accepted Answer

The script incorrectly uses g_form.getControl instead of g_form.setOptions on the variable. The script must use `g_form.setOptions()` to dynamically update the choices of a select box variable (subcategory) based on the selected category. Using `g_form.getControl()` only retrieves the DOM element but does not modify the variable's options; it is typically used for UI manipulation like disabling or styling, not for updating choice lists. The failure to call `setOptions` means the subcategory dropdown never receives the new list of options, so it remains unchanged.

Answer

The 'subcategory' variable is not a select box but a reference field

Answer

The script returns on isLoading, which prevents the update

Answer

The onChange event is not triggered because the category field is a choice list

Question 4

A business rule set to run 'async' is supposed to update a large number of child records. The administrator notices that the updates are not being applied consistently. What is the most likely reason?

Accepted Answer

The async queue processes multiple instances simultaneously, causing race conditions. When a business rule is set to run 'async', it executes asynchronously via the system's queue. If the business rule updates a large number of child records, multiple instances of the same async business rule can be processed simultaneously by different queue workers. This concurrency can lead to race conditions, where one instance reads stale data or overwrites changes made by another instance, resulting in inconsistent updates.

Answer

The business rule condition is incorrect

Answer

The system property 'glide.sys.schedulers.max_threads' is set too low

Answer

The business rule is running 'before' instead of 'after'

Question 5

An ACL has a condition script that returns true if the user is a member of the 'service_desk' group and the record's 'state' is 'New'. The ACL type is 'read'. A user in the 'service_desk' group reports that they cannot see a record with state 'New'. What is the most likely cause?

Accepted Answer

The condition script does not have a default return false statement, so it returns undefined.. In ServiceNow, ACL condition scripts that lack an explicit return statement will return undefined, which is a falsy value. When the condition script returns undefined, the ACL does not grant read access, effectively denying the user from seeing the record even though they meet the intended group and state criteria. This is a common pitfall where developers forget to add a default return true or return false at the end of the script.

Answer

The ACL is defined on a different table that extends 'incident'.

Answer

The script uses gs.hasRole('service_desk') which checks role, not group membership.

Answer

Another read ACL exists that explicitly denies read access to the 'service_desk' group.

Question 6

A consultant is designing a CMDB for a large enterprise. The data from multiple discovery tools is being imported into the CMDB. Some CIs are being duplicated due to minor differences in serial numbers. Which approach best prevents duplicates without losing data integrity?

Accepted Answer

Set a 'unique' constraint on the Serial Number field. Setting a 'unique' constraint on the Serial Number field prevents duplicate CIs by enforcing that no two records can have the same serial number at the database level. This approach preserves data integrity because it blocks insertion of duplicates rather than merging or overwriting existing data, which could cause loss of attribute history or relationships.

Answer

Configure a reconciliation rule to merge duplicates automatically

Answer

Use a data certification rule to validate serial numbers

Answer

Instruct the discovery teams to manually de-duplicate

Question 7

A CMDB administrator runs a report and finds that the count of CIs in a certain class is unexpectedly low. They suspect that some CIs were deleted accidentally. How can they verify this?

Accepted Answer

Check the sys_audit table for delete records.. The sys_audit table records all insert, update, and delete operations on CMDB CIs. By querying this table for records with the operation type 'delete' and the affected CI class, the administrator can confirm whether CIs were deleted and identify when and by whom. This is the standard method for auditing historical changes in ServiceNow.

Answer

Query the sys_archive table.

Answer

Use the CMDB Rollback feature.

Answer

Restore from backup.

Question 8

What is the purpose of the 'cmdb_rel_ci' table?

Accepted Answer

It stores the actual relationships between CIs.. The 'cmdb_rel_ci' table in ServiceNow stores the actual relationships between Configuration Items (CIs). Each row in this table represents a specific instance of a relationship, linking a parent CI to a child CI via a defined relationship type, enabling the CMDB to model dependencies and connectivity in the infrastructure.

Answer

It stores the CI classification rules.

Answer

It stores the CI hierarchy tree.

Answer

It stores the list of all relationship types.

Question 9

A company wants to ensure that when a server CI is retired, all its associated running services are automatically updated to reflect the retirement. What is the best practice?

Accepted Answer

Use the CI Lifecycle Manager to define a retirement business rule.. The CI Lifecycle Manager provides a dedicated framework for defining lifecycle states and automating actions when a CI transitions between states, such as retirement. By configuring a retirement business rule within the CI Lifecycle Manager, you can automatically update or retire all associated running services when a server CI is retired, ensuring consistency without manual intervention.

Answer

Configure a business rule on the CI class to update related CIs on state change.

Answer

Use the Relationship Viewer to manually edit each relationship.

Answer

Create a scheduled job to check for retired CIs and update dependencies.

Question 10

An SLA definition is configured to start when an incident's state changes to 'In Progress'. However, the SLA is not starting for incidents that are moved to 'In Progress'. The incident's assignment group is 'IT Support' and the SLA condition includes an additional filter: 'category = network'. What is the most likely cause?

Accepted Answer

The incident's category is not 'network'.. The SLA condition includes an additional filter requiring 'category = network'. If the incident's category is not set to 'network', the SLA will not start regardless of the state change to 'In Progress'. This is because SLA conditions in ServiceNow are evaluated as a whole; all conditions must be met for the SLA to begin.

Answer

The SLA schedule is set to 24x7 but the incident was created outside business hours.

Answer

The SLA definition has a pause condition that triggers on state change.

Answer

The SLA definition is on the 'task' table instead of 'incident'.

Question 11

During peak usage, the Employee Center portal becomes slow. The administrator wants to improve performance without changing the user interface. What is the best practice approach?

Accepted Answer

Enable caching for widgets. Enabling caching for widgets reduces server load and improves page load times by storing rendered widget output in memory, allowing subsequent requests to serve cached content without re-executing the underlying scripts or queries. This directly addresses performance degradation during peak usage without altering the user interface, making it the best practice approach.

Answer

Increase the instance size

Answer

Remove all widgets from the homepage

Answer

Disable the search feature

Question 12

An administrator is troubleshooting issues with the CMDB identification and reconciliation engine. Which three components are part of the identification and reconciliation process? (Choose three.)

Accepted Answer

Reconciliation rules. Reconciliation rules (B) are a core component of the CMDB identification and reconciliation process because they define how to handle duplicate or conflicting CIs during the reconciliation phase. These rules determine which data source takes precedence, whether to merge or overwrite attributes, and how to resolve conflicts between multiple sources. Without reconciliation rules, the system cannot maintain a single authoritative view of each CI.

Answer

Transform maps

Answer

CI Class Manager

Question 13

Drag and drop the steps to set up an SLA definition in ServiceNow into the correct order.

Accepted Answer

1. Create an SLA Definition record
2. Define the condition for when the SLA applies (e.g., based on category and priority)
3. Define the time metrics (start, pause, stop conditions and breach time)
4. Define the schedule or business hours for the SLA. The correct sequence for setting up an SLA definition in ServiceNow starts with creating the SLA Definition record, then specifying the condition that determines when the SLA is applied (e.g., based on task type, category, or priority). Next, you define the time metrics, including start, pause, stop conditions, and the breach time. Finally, you associate a schedule (business hours) to calculate elapsed time accurately. This order ensures logical progression from creation to applicability to timing.

Answer

1. Create an SLA Definition record
2. Define the time metrics (start, pause, stop conditions and breach time)
3. Define the condition for when the SLA applies (e.g., based on category and priority)
4. Define the schedule or business hours for the SLA

Answer

1. Define the schedule or business hours for the SLA
2. Create an SLA Definition record
3. Define the condition for when the SLA applies (e.g., based on category and priority)
4. Define the time metrics (start, pause, stop conditions and breach time)

Answer

1. Create an SLA Definition record
2. Define the time metrics (start, pause, stop conditions and breach time)
3. Define the schedule or business hours for the SLA
4. Define the condition for when the SLA applies (e.g., based on category and priority)

Question 14

An administrator needs to send an email notification to the manager of the caller when an incident is assigned to a specific group. Which combination of notification configuration is correct?

Accepted Answer

Condition: 'Assignment group changes to '; Recipient: Caller's manager.. The requirement is to notify the caller's manager when an incident is assigned to a specific group. The condition 'Assignment group changes to ' triggers the notification precisely when the assignment group changes to the target group, and the recipient 'Caller's manager' ensures the email goes to the manager of the person who reported the incident. This matches the exact business need without extraneous conditions or incorrect recipients.

Answer

Condition: 'Record is inserted'; Recipient: Manager of the assignment group.

Answer

Condition: 'Assigned to changes to Caller's manager'; Recipient: Caller.

Answer

Condition: 'State changes'; Recipient: Caller via email client.

Question 15

In the CMDB, what is the purpose of the 'cmdb_ci' table?

Accepted Answer

It is the base table for all hardware and software CI classes.. The 'cmdb_ci' table is the base (or parent) table for all hardware and software Configuration Item (CI) classes in the ServiceNow CMDB. It defines common fields such as name, serial number, and operational status, which are inherited by all child CI tables (e.g., cmdb_ci_server, cmdb_ci_software_product). This design follows a single-table inheritance model, ensuring consistency across all CI types.

Answer

It stores the discovery schedule and probes.

Answer

It contains the CMDB health rules.

Answer

It stores relationships between configuration items.

Question 16

A company is implementing a CMDB cleanup strategy and needs to identify CIs that are no longer in use. Which THREE methods can help identify outdated CIs? (Select three.)

Accepted Answer

Reviewing CI last discovered date.. The 'Last Discovered' date field on a CI record indicates when the CI was last seen by a discovery probe. If this date is significantly old, it suggests the CI may no longer be active or in use, making it a reliable method for identifying outdated CIs during a CMDB cleanup.

Answer

Checking CI status field for 'Retired'.

Answer

Manually auditing each CI in the CMDB.

Question 17

An import set row shows as 'Error' with message 'Invalid table name'. What is the cause?

Accepted Answer

The target table does not exist.. The 'Invalid table name' error occurs when the import set row references a target table that does not exist in the ServiceNow instance. The import set table stores the raw data, but the transform map must map to an existing target table (e.g., 'incident', 'cmdb_ci_server'). If the target table name is misspelled, deleted, or never created, the system cannot resolve it and throws this error.

Answer

The staging table is not defined.

Answer

The import set source file is corrupt.

Answer

The transform map references a missing table.

Question 18

Which THREE of the following are required for ServiceNow Discovery to successfully populate the CMDB?

Accepted Answer

Valid credentials for the target devices. Valid credentials (Option B) are required because ServiceNow Discovery uses SNMP, SSH, WMI, or REST to probe target devices. Without correct credentials, the MID Server cannot authenticate to the device, so it cannot read configuration data or populate CI attributes in the CMDB.

Answer

The CMDB CI tables with open ACLs

Answer

The Identification and Reconciliation Engine (IRE) enabled

Question 19

An administrator needs to identify which CI(s) are affected by a recent network outage. Which table should be queried to find the relationship between CIs and incidents?

Accepted Answer

task_ci. The task_ci table stores the direct relationship between tasks (including incidents) and configuration items (CIs). When an administrator needs to identify which CIs are affected by a specific incident, querying task_ci with the incident's sys_id will return the associated CIs. This table is the standard ServiceNow junction table for linking any task record (such as an incident) to CIs.

Answer

cmdb_ci

Answer

sys_ci_relation

Answer

cmdb_rel_ci

Question 20

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