SNOW-CSA Practice Test 24 — 15 Questions

Question 1

A ServiceNow administrator notices that the CMDB contains duplicate CI records for the same server. The duplicates were created by different discovery sources. Which TWO actions should the administrator take to resolve this issue and prevent future duplicates? (Choose two.)

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

Accepted Answer

Use the 'Reconcile' operation in the CMDB Workspace to manually merge the duplicates.. The 'Reconcile' operation in the CMDB Workspace allows an administrator to manually review and merge duplicate CI records, which is necessary when duplicates are created by different discovery sources and automatic rules cannot resolve the conflict. This action directly resolves the existing duplicate records by consolidating them into a single authoritative CI.

Answer

Run the 'Remove Duplicate CIs' scheduled job with the 'Delete' flag enabled.

Answer

Set the 'Identification Engine' to automatically merge duplicate CIs based on serial number.

Answer

Update the discovery source rules to exclude the duplicate server from future discovery.

Question 2

An SLA is defined with a condition of 'Priority is 1' and 'State is not Closed'. A task has Priority=1 and State=New. The SLA starts. Later the task is assigned and Priority is changed to 2, then back to 1. What happens to the SLA?

Accepted Answer

The SLA stops and a new SLA instance starts when priority returns to 1. When the priority changes from 1 to 2, the SLA condition 'Priority is 1' is no longer met, so the SLA stops. When priority returns to 1, a new SLA instance starts because the condition is re-evaluated from scratch; the SLA does not resume the previous timer. This is standard behavior for SLA definitions with conditions that are not based on a single continuous state.

Answer

The SLA pauses and resumes

Answer

The SLA stops and resumes with the same elapsed time

Answer

The SLA continues running because it started when conditions were met

Question 3

Refer to the exhibit. An administrator created the above Flow Designer action script to retrieve user details. When tested, the action returns 'User not found' for a valid user sys_id. What is the most likely cause?

Accepted Answer

The get method should be called with one argument: the sys_id.. In GlideRecord, the `get()` method with a single argument (the sys_id) retrieves a record by its unique system identifier. The script incorrectly passes two arguments (`inputs.user_sys_id` and a table name), which causes the method to fail and return false, leading to the 'User not found' message. The proper syntax is `gr.get(inputs.user_sys_id)`.

Answer

The script is missing a condition check.

Answer

The variable 'inputs.user_sys_id' is not being passed correctly.

Answer

The 'get' method should use the first parameter as table name.

Question 4

An administrator imports a CSV file into the incident table using an import set. After the import, several records are duplicated. What is the most likely cause?

Accepted Answer

The transform map does not have a coalesce field set.. The transform map lacks a coalesce field, which is required to match incoming records to existing records in the target table. Without a coalesce field, the import set treats every row as a new record, causing duplicates even if the CSV contains unique data. Coalesce fields define the unique key (e.g., sys_id or number) used to prevent duplicate inserts.

Answer

The CSV contained duplicate rows.

Answer

The target table has an index on the number field.

Answer

The import set row limit was exceeded.

Question 5

A catalog item has a variable with a mandatory condition: if the variable 'category' is 'software', then 'software name' is mandatory. This is best implemented using:

Accepted Answer

UI Policy. A UI Policy is the correct choice because it allows you to define a mandatory condition on a catalog item variable without writing any code. In this case, you would create a UI Policy that runs when the 'category' variable is 'software', and within that policy set the 'software name' variable's mandatory attribute to true. This is the standard, no-code approach for enforcing variable-level mandatory conditions in Service Catalog.

Answer

Catalog Client Script

Answer

ACL

Answer

Variable Condition

Question 6

Refer to the exhibit. A UI Policy is configured with the above condition script to make the 'work_notes' field mandatory when state is 1 and caller_id is valid. When the state is 1 and caller_id is empty, the mandatory attribute is not applied. What is the cause?

Accepted Answer

The isValid() method is not available in UI Policy context. The `isValid()` method is a GlideRecord method that operates on the server side, not a client-side method available in UI Policy scripts. UI Policies run on the client side (in the browser), so `isValid()` is not defined in that context, causing the condition to fail silently or not behave as expected. This is why the mandatory attribute is not applied when `caller_id` is empty, even though the script intends to check for a valid record.

Answer

The condition uses '&&' instead of '||'

Answer

There is a syntax error in the script

Answer

The caller_id field is empty

Question 7

Refer to the exhibit. A user with the itil role can read incidents only if their department matches the property 'dept_hr_id'. What happens if the script is removed?

Accepted Answer

All itil users can read incidents.. The script in the ACL condition enforces the department match requirement. Removing the script removes that condition, leaving only the 'itil' role requirement. Since the ACL still requires the 'itil' role, all users with that role can read all incidents, regardless of department.

Answer

No users can read incidents.

Answer

All users can read incidents.

Answer

Only itil users whose department matches can read incidents.

Question 8

A system administrator wants to prevent users from changing the value of a field after the record is saved. Which two features can be used to enforce this? (Choose two.)

Accepted Answer

Data Policy (update). (Data Policy (update)) is correct because a Data Policy with an 'update' condition can enforce that a field's value cannot be changed once the record is saved. It runs server-side during the update operation and can prevent the update from completing if the field value differs from the stored value. Option E (Dictionary (read only)) is correct because setting the 'Read only' attribute on a dictionary entry makes the field non-editable on forms and also prevents updates via web services or other server-side operations, effectively locking the value after the record is saved.

Answer

Business Rule (before query)

Answer

Client Script (onSubmit)

Answer

UI Policy (on load)

Question 9

Refer to the exhibit. A user with the admin role but not a member of the admin_group is denied write access to the sys_user table. What is the most likely explanation?

Accepted Answer

The ACL script overrides the condition and returns false because the user is not in admin_group.. The exhibit shows an ACL script that returns false if the user is not a member of the admin_group, regardless of the admin role. Since the user has the admin role but is not in admin_group, the script override forces the ACL to deny write access. This is the most likely explanation because the script condition takes precedence over the role requirement.

Answer

The user has the admin role, but the admin_group does not exist.

Answer

The ACL requires both the admin role and membership in admin_group, but the condition only checks the role.

Answer

The condition gs.getUserID() == 'admin' evaluates to false for the user.

Question 10

You are troubleshooting an issue with the Virtual Agent chatbot. Users report that when they ask the chatbot 'How do I reset my password?', the chatbot responds with 'I'm sorry, I don't understand that question.' However, the chatbot correctly answers other questions like 'What is the IT support number?' The password reset topic is configured with a user input of 'password reset' and a response that provides instructions. The chatbot's NLU model has been trained with over 50 utterances for the password reset topic. The issue started after a recent update to the chatbot's configuration. What is the most likely cause?

Accepted Answer

The password reset topic is inactive. The issue started after a recent configuration update, and the password reset topic is correctly configured with a user input and response. The most likely cause is that the topic was accidentally set to inactive, which prevents the chatbot from matching any user utterances to it, even though the NLU model is trained. An inactive topic will not be considered during intent classification, resulting in the fallback response.

Answer

The password reset topic was deleted

Answer

The NLU model needs more training utterances

Answer

The user input does not match any utterances exactly

Question 11

A company wants to allow managers to view all incidents, but only their own direct reports' incidents to be editable. Which ACL approach is most efficient?

Accepted Answer

Create a read ACL for managers and a write ACL with a script condition checking manager relationship.. It uses a read ACL to grant all managers view access to all incidents, and a separate write ACL with a script condition that dynamically checks whether the incident's assigned user is a direct report of the current manager. This approach is efficient as it avoids duplicating ACLs per manager or per group, leveraging a single script condition to enforce the manager–direct report relationship at runtime.

Answer

Use a business rule to set a field indicating editable and use ACL on that field.

Answer

Use role-based ACLs and assign a separate role for each manager.

Answer

Create separate write ACLs for each manager's direct reports.

Question 12

A company has a custom table 'u_employee_data' with a before query business rule that sets 'u_department' to 'Engineering' when the current user is in the 'ITIL' role. After the business rule is activated, users in the 'ITIL' role report that when they query the table, they see only records with department 'Engineering'. However, the business rule is intended to set the default department for new records only. What is the most likely cause?

Accepted Answer

The business rule is running on 'before query' instead of 'before insert'.. The business rule is configured to run on the 'before query' operation, which means it executes every time a query is made against the 'u_employee_data' table. This causes the condition to set the 'u_department' field to 'Engineering' for all records returned by the query, effectively filtering the result set to only those with that department. The intended behavior is to set the default department only when a new record is created, which requires the business rule to run on the 'before insert' operation instead.

Answer

The business rule should be set to 'async' to avoid affecting queries.

Answer

The business rule is set to run on the client side instead of server side.

Answer

The condition script uses 'gs.getUser().hasRole("ITIL")' incorrectly.

Question 13

A company wants to allow users to submit requests for new software without any manual intervention. Which self-service feature should be used to automate the request process?

Accepted Answer

Record Producer. A Record Producer is the correct self-service feature because it allows users to submit requests for new software through a catalog item without any manual intervention. It automatically creates a record (e.g., a catalog task or request) in the platform based on the user's submission, enabling a fully automated request process.

Answer

Approval Engine

Answer

SLA Definition

Answer

Flow Designer

Question 14

A user reports that the 'My Work' module is missing from the application navigator. The administrator has assigned the user the 'sn_hr_core.hr_case_agent' role. Which step should the administrator take to troubleshoot this issue?

Accepted Answer

Check the sys_module list for role requirements on the 'My Work' module.. The 'My Work' module is a standard application module that may have role-based visibility restrictions defined in the sys_module record. By checking the sys_module list, the administrator can verify if the 'sn_hr_core.hr_case_agent' role is included in the required roles for the module. If the role is missing, the module will not appear in the application navigator for that user.

Answer

Ask the user to clear their browser cache and reload the instance.

Answer

Deactivate and reactivate the 'My Work' module in the application navigator.

Answer

Assign the user the 'admin' role to ensure full access.

Question 15

Which TWO of the following are valid ways to control the visibility of a field on a form for specific users?

Accepted Answer

Create a UI Policy that sets the field's 'visible' attribute to false based on user role. A UI Policy runs on the client side and can set the 'visible' attribute of a field to false based on conditions such as user role. This directly controls the field's visibility on the form for specific users without affecting server-side access.

Answer

Create a Data Policy with a read condition

Answer

Create a Client Script that sets g_form.setVisible() on load

Answer

Create a Business Rule that hides the field