SNOW-CSA Practice Exam 3 — 20 Questions

Question 1

Refer to the exhibit. A catalog client script with the above code runs on load of a catalog item. Which statement is true?

Accepted Answer

The script will run on every page load and set the category to 'software'.. The `onLoad` catalog client script runs every time the catalog item form is loaded, and the code `g_form.setValue('category', 'software')` unconditionally sets the category field to 'software' on each load. This overrides any previous value or user input from a prior session, ensuring the field is always set to 'software' when the form renders.

Answer

The category variable will be set to 'software' only if the user does not change it.

Answer

The script will cause an error because onLoad should use g_form.setDisplay.

Answer

The script will only run if the variable 'category' is visible.

Question 2

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 3

A large enterprise uses ServiceNow for IT Service Management. They have a complex SLA structure with multiple SLA definitions on the Incident table. Each SLA definition has conditions based on category, priority, and assignment group. The company recently merged with another organization, and the new combined company has doubled the number of incidents. The SLA performance has degraded significantly: SLA breaches have increased by 40%, and the SLA engine is taking longer to process. The system administrator has checked the instance health and found that the SLA job is running but taking an average of 5 minutes per execution, and there are often multiple instances of the SLA job queued. The administrator needs to improve SLA performance without changing the business requirements. Which course of action is most effective?

Accepted Answer

Consolidate similar SLA definitions by using conditions with OR operators and simplify the SLA structure to reduce the number of active SLA definitions.. Consolidating SLA definitions reduces the number of active SLA records that the SLA job must evaluate per incident. The SLA job iterates through all active SLA definitions for each incident; fewer definitions mean fewer evaluations per incident, directly reducing processing time and the likelihood of queued job instances. This approach preserves all business requirements by using OR conditions to combine similar rules rather than removing them.

Answer

Schedule the SLA job to run only during business hours to reduce off-hours processing.

Answer

Disable SLA evaluation for incidents with low priority (4 and 5) to reduce volume.

Answer

Increase the SLA job interval from 1 minute to 5 minutes to reduce the frequency of execution.

Question 4

A user can see a catalog item in the Service Portal but when they click on it, they get an error 'Item not available'. What is the most likely reason?

Accepted Answer

The item's 'Available for' condition is not met.. The error 'Item not available' when clicking a catalog item in Service Portal typically occurs because the item's 'Available for' condition evaluates to false for the current user. This condition can be based on user criteria, such as location, department, or other variables, and when unmet, the item appears in the catalog but cannot be requested. Option C is correct because this is the most common cause of the described behavior.

Answer

The user does not have the appropriate role to view the item.

Answer

The Service Portal catalog page is misconfigured.

Answer

The catalog item is set to 'Inactive'.

Question 5

An import set fails with error 'Import set row processing error'. The transform map uses a script that references a table that does not exist. What is the first step to resolve this?

Accepted Answer

Update the transform script to reference a valid table. The import set row processing error specifically states that the referenced table does not exist. The appropriate first step is to update the transform script to reference a valid table that exists in the instance. Changing the scope (Option C) would not resolve the issue if the table truly does not exist—it only changes which tables are accessible, but if the table is missing entirely, no scope change will make it appear. Therefore, the correct action is to fix the script.

Answer

Re-create the import set definition

Answer

Change the data source type

Answer

Run the import set in a different scope

Question 6

A company has implemented a service catalog for IT requests. The catalog item 'New Laptop' includes variables for hardware specifications. After submission, the request is assigned to the hardware team. However, the hardware team reports that they cannot see the user's preferred operating system choice. What is the most likely cause?

Accepted Answer

The catalog item variable is not mapped to the corresponding task variable.. In ServiceNow, when a catalog item is submitted, the requested item (RITM) is created. If the catalog item is configured to generate a task (e.g., for the hardware team), the variables from the catalog item must be explicitly mapped to the task via the 'Variable Mappings' related list on the task's variable model or the catalog item's task configuration. Without this mapping, the operating system variable's value is stored only on the RITM and is not passed to the task, making it invisible to the hardware team. Option A correctly identifies this missing mapping as the root cause.

Answer

The user did not fill in the variable.

Answer

The variable is not added to the 'Request' form.

Answer

The variable is not set to 'Mandatory'.

Question 7

Which TWO of the following are true about business rules in ServiceNow? (Choose two.)

Accepted Answer

They can be configured to run 'before' or 'after' a database operation.. Option B is correct because ServiceNow business rules support a 'when' setting that determines execution timing relative to the database operation, with the primary choices being 'before' (runs before the record is saved to the database) and 'after' (runs after the record is saved), plus 'async' and 'display' variants. Option D is correct because business rules can be triggered on specific database events, and the available 'when' triggers include display, before insert/update/delete/query, after insert/update/delete/query, and async, allowing logic to run on those operations. Option A is incorrect because business rules can exist in scoped applications, not only the global scope. Option C is incorrect because scheduling is handled by scheduled jobs (or scheduled script executions), not by business rules. Option E is incorrect because business rules execute server-side; client-side immediate feedback is provided by client scripts, UI policies, or catalog client scripts.

Answer

They are only available in the global scope.

Answer

They can be scheduled to run at specific times.

Answer

They run on the client side to provide immediate feedback.

Question 8

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 9

You are a ServiceNow administrator for a healthcare organization. The CMDB contains sensitive patient data under strict compliance rules. You need to ensure that only authorized users can view the full details of certain CIs, while still allowing change management to reference the CIs. What is the best practice to achieve this?

Accepted Answer

Use Access Controls (ACLs) to restrict read access to the sensitive CI records.. Access Controls (ACLs) are the correct mechanism to restrict read access to sensitive CI records while still allowing Change Management to reference them. ACLs can be configured to grant read access only to authorized users or roles, and the cmdb_ci table or specific CI records can be targeted. This ensures compliance with data privacy rules without removing the CIs from the CMDB or breaking downstream processes like change requests that need to link to those CIs.

Answer

Move the sensitive CIs to a separate CMDB instance.

Answer

Encrypt the fields containing sensitive data.

Answer

Remove the sensitive CIs from the CMDB and maintain them externally.

Question 10

A consultant is designing the CMDB for a large enterprise. The company wants to track relationships between business services, applications, and infrastructure components. Which relationship model should be used to represent that a business service depends on an application, which in turn depends on a server?

Accepted Answer

Dependency relationship (structural). A dependency relationship (structural) is the correct model because it explicitly captures the directional 'depends on' nature of the chain: a business service relies on an application, which in turn relies on a server. In ServiceNow CMDB, structural dependency relationships (e.g., 'Depends on' or 'Used by') are designed to represent these hierarchical, transitive dependencies between CIs, enabling impact analysis and root cause mapping.

Answer

Membership relationship

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Ownership relationship

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Connectivity relationship

Question 11

A catalog item has a variable 'Department' and another 'Cost Center'. The Cost Center should only be visible when Department is 'IT'. Which configuration is most efficient?

Accepted Answer

Catalog UI policy with a condition on Department. A Catalog UI Policy can conditionally show or hide variables on a catalog item based on the value of another variable (e.g., Department = 'IT') without requiring a record to exist or a submission to occur. It runs client-side in real-time as the user fills out the form, making it the most efficient and immediate approach for controlling visibility based on a field value.

Answer

Workflow stage that sets visibility after submission

Answer

Catalog client script on the Cost Center variable's onChange event

Answer

Variable set with a condition on Department

Question 12

An organization uses an approval process for all catalog requests. They want a delegated approver to be able to approve on behalf of the manager. Which configuration is required?

Accepted Answer

Set the 'Approval Delegation' property to true and configure delegates on the user record.. ServiceNow requires both the 'Approval Delegation' system property to be set to true and the delegate to be configured on the user record of the approver. This two-part configuration enables a delegated approver to act on behalf of the manager during an approval process, ensuring the delegation is recognized by the approval engine.

Answer

Enable 'Approval Delegation' on the system property only.

Answer

Use the 'Delegate' related list on the approval rule.

Answer

Configure the delegate in the user record of the approver.

Question 13

A user wants to create a report that shows the number of incidents by category for each month. Which report type best achieves this?

Accepted Answer

Bar chart with category on X-axis, count on Y-axis, and group by month.. A bar chart with category on the X-axis, count on the Y-axis, and grouping by month directly visualizes the number of incidents per category for each month. This report type uses a grouped bar chart, which allows the viewer to compare incident counts across categories while seeing the monthly breakdown side by side, fulfilling the user's requirement to show both dimensions clearly.

Answer

Bar chart with category on X-axis and count on Y-axis.

Answer

List report with category and month columns.

Answer

Pie chart by category.

Answer

Line chart with date on X-axis and count on Y-axis.

Question 14

An administrator creates a notification for the 'incident' table to send an email when the state changes to 'resolved'. The notification works for most users, but some users report not receiving the email. What is the most likely cause?

Accepted Answer

The users have set their 'Notification' preference to 'Do not send' for that type.. The most likely cause is that the users have configured their personal Notification preference to 'Do not send' for that notification type. In ServiceNow, users can override system-level notification settings by setting their preference to suppress specific notification types, which would prevent the email from being sent even though the notification is active and properly configured.

Answer

The notification weight is set too high.

Answer

The notification is not set to 'Active'.

Answer

The notification does not have an email template selected.

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

Question 16

Which TWO of the following are benefits of using Service Catalog record producers to automate request fulfillment?

Accepted Answer

They allow administrators to define variables to capture user input.. Option D is correct because record producers let an administrator define variables (such as reference, choice, or string fields) that capture the user's input and map it into the fields of the record being created, which is the core mechanism for gathering request data. Option E is correct because record producers can be configured with a catalog task or workflow that automatically generates catalog tasks assigned to the appropriate fulfillment group, driving the request through to completion. Option A is not correct because record producers create records (for example, incidents or requests) from user input; they do not automatically author knowledge articles from submissions. Option B is not correct because record producers are typically custom-built by administrators rather than delivered as pre-configured base-system items. Option C is not correct because SLA compliance is governed by SLA definitions and workflows, not by the record producer itself.

Answer

They automatically create knowledge articles from user submissions.

Answer

They are delivered as pre-configured items in the base system.

Answer

They enforce SLA compliance automatically.

Question 17

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 18

During a CMDB audit, an administrator discovers duplicate CI records for the same network switch. The switch is identified by its serial number. The identification rule currently uses IP address and MAC address as identifiers. What is the most likely cause of the duplicate records?

Accepted Answer

The serial number is not included in the identification rule.. The duplicate CI records exist because the identification rule does not include the serial number, which is the unique hardware identifier for the switch. Without it, the system cannot reliably match the discovered switch to an existing CI, so a new record is created each time the switch is discovered with a different IP or MAC address. Including the serial number in the identification rule ensures that the same physical device is always reconciled to the same CI record.

Answer

There is a conflict in the class hierarchy.

Answer

The discovery source is set to ServiceNow Discovery only, but multiple sources exist.

Answer

The reconciliation rule is set to manual mode.

Question 19

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. In ServiceNow, CI relationships are stored using two tables: cmdb_rel_type (option B), which defines the types of relationships that can exist between CIs (such as 'Depends on' or 'Contains'), and cmdb_rel_ci (option C), which stores the actual relationship records linking one CI to another. Option B is correct because it provides the relationship type definitions referenced by relationship records, and option C is correct because it is the table where the parent-child or dependency links between CIs are actually recorded. Option A (cmdb_ci_service) is a CMDB CI class table for business services, not a relationship table. Option D (cmdb_ci) is the base CI table holding CI records themselves, not their relationships. Option E (cmdb_ci_relationship) is not the correct table name used by ServiceNow for storing CI relationships.

Answer

cmdb_ci_service

Answer

cmdb_ci

Answer

cmdb_ci_relationship

Question 20

Refer to the exhibit. A workflow includes a 'Run Script' activity with the above configuration. What will happen when the workflow reaches this activity?

Accepted Answer

The script runs and updates the current record's state to pending.. The 'Run Script' activity in a ServiceNow workflow executes the provided script when the workflow reaches that activity. The script uses the 'current' GlideRecord object, which is automatically available in workflow scripts and represents the record that triggered the workflow. The 'current.state = 3' line sets the state field to the value for 'pending' (typically 3 in the standard incident or task table), and 'current.update()' commits this change to the database, so the record's state is updated to pending.

Answer

The script will cause an error because current is not defined in workflow.

Answer

The script runs but current.update() is unnecessary because state is set automatically.

Answer

The script only runs when the workflow is started, not when the activity is reached.