SNOW-CSA Practice Test 4 — 25 Questions

Question 1

Refer to the exhibit. A catalog item 'Laptop Request' requires approval from the 'IT Hardware Approvers' group. The approval rule is 'Any one approves'. What is the current approval state for the request?

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

Accepted Answer

Waiting for any member of IT Hardware Approvers to approve. The approval rule 'Any one approves' means that the request is approved as soon as a single member of the 'IT Hardware Approvers' group approves it. Since no approval action has been taken yet, the current state is 'Waiting for any member of IT Hardware Approvers to approve'. This is the default pending state for an approval rule set to 'Any' in ServiceNow.

Answer

Approved by Jane Smith

Answer

Waiting for John Doe specifically

Answer

Rejected by Bob Lee

Question 2

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.

Question 3

During an import, a transform field mapping uses a script to generate a value. The script runs but the target field is empty. What is the first thing to check?

Accepted Answer

The script returns a value.. The most common reason a script runs but the target field remains empty is that the script does not return a value. In ServiceNow transform maps, the script must explicitly use the `return` statement to output a value that will be written to the target field. If the script executes but lacks a return, or returns null/undefined, the field will be empty regardless of other correct configurations.

Answer

The field mapping's 'Field name' is correct.

Answer

The script is in the correct script include.

Answer

The staging table has the field.

Question 4

Which two of the following are built-in actions in Flow Designer that require no script to configure? (Choose two.)

Accepted Answer

Send an email. The Send Email action in Flow Designer is a pre-built, out-of-box action that requires no scripting. It allows you to configure email recipients, subject, and body using a graphical interface, leveraging the platform's notification engine without any JavaScript.

Answer

Execute a JavaScript script

Answer

Schedule a flow trigger

Answer

Create a report

Question 5

A catalog item has a variable called 'cost_center' that references the 'cost_centers' table. The variable is mandatory and must be filled before submission. However, users report that they can submit the item without selecting a cost center. The mandatory attribute is set to true. What is the most likely cause?

Accepted Answer

A UI Policy with mandatory set to false is overriding the variable mandatory setting. A UI Policy with mandatory set to false runs on the client side and can override the mandatory attribute defined on the variable itself. When the UI Policy executes, it sets the variable's mandatory property to false, allowing the catalog item to be submitted without selecting a cost center, even though the variable's mandatory attribute is true.

Answer

A client script sets the mandatory attribute to false on load

Answer

The reference qualifier is too restrictive

Answer

The variable is not in the correct order on the form

Question 6

Which TWO actions can an administrator perform using the 'Application Navigator' module (sys_app_module)? (Choose two.)

Accepted Answer

Change the order of modules within a menu.. Option A is correct because the Application Navigator module record (sys_app_module) includes an Order field that controls the sequence in which modules appear within their parent menu, so an administrator can change the order of modules within a menu. Option D is correct because a sys_app_module record can be configured as a Link type, where the Link type field lets you point the module to a specific URL or to a report, rather than to a table list or a record. Options B, C, and E are not actions performed through the Application Navigator module: UI Policies are separate records (sys_ui_policy) that control form field visibility and behavior, filter conditions for a module are set on the module's associated list/filter, not as a UI Policy, and the default form view is configured through form view and sys_user_preference settings, not the sys_app_module record.

Answer

Create a UI Policy that shows or hides the module.

Answer

Define a filter condition for the module's menu.

Answer

Set the default view for a form.

Question 7

A large enterprise uses ServiceNow for IT Service Management. They have recently configured SLA definitions for incident management with a 4-hour resolution time during business hours (Monday-Friday, 8 AM to 6 PM, excluding holidays). The SLA is triggered when an incident is created with priority=2 and assigned to the 'Hardware Support' group. After one week, the IT manager notices that some priority=2 incidents assigned to 'Hardware Support' are not showing any SLA timer. Upon investigation, you find that the incidents were created on weekends and the SLA condition includes 'Assigned to group is Hardware Support'. The SLA definition has 'Start condition' set to 'State changes to In Progress' and 'Pause condition' set to 'State changes to On Hold'. The incidents were created with state 'New' and then assigned to the group, but they remain in 'New' state. How should you fix the issue so that the SLA starts correctly?

Accepted Answer

Change the start condition to trigger on incident creation or when assigned to group. The SLA start condition is currently set to 'State changes to In Progress', but the incidents remain in 'New' state after being assigned to the group. Since the SLA is not starting, you need to change the start condition to trigger on incident creation or when assigned to the group, ensuring the SLA timer begins even if the state does not change to In Progress.

Answer

Remove the pause condition so the SLA continues even when on hold

Answer

Update the condition to include 'Assigned to group is Hardware Support AND Priority is 2'

Answer

Modify the SLA schedule to include weekends

Question 8

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.)

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 9

When creating a new form section, which configuration ensures the section appears on the form for all users?

Accepted Answer

Roles field left blank. Leaving the Roles field blank on a form section means no role restrictions are applied, making the section visible to all users by default. In ServiceNow, form sections are controlled by the 'Roles' field; if it is empty, the section is not filtered by any role and appears for everyone. This is the standard configuration for universal visibility.

Answer

Visibility set to 'Everyone'

Answer

Condition set to true

Answer

Order set to 1

Question 10

Refer to the exhibit. An administrator runs this script in a background script. What is the effect?

Accepted Answer

It approves all pending approvals for the current user.. The script uses `GlideRecord` to query the `sysapproval_approver` table for records where `approver` equals the current user's sys_id and `state` is 'pending'. It then sets each record's `state` to 'approved' and updates it. This approves only the pending approvals assigned to the current user, not all approvals in the system.

Answer

It approves all approvals in the system.

Answer

It will cause an infinite loop.

Answer

It will fail because 'approval_for' is not a valid field.

Question 11

Which of the following best describes the purpose of a 'Script Include' in ServiceNow?

Accepted Answer

To encapsulate reusable server-side logic. A Script Include in ServiceNow is designed to encapsulate reusable server-side logic that can be called from other server-side scripts, such as Business Rules, Scheduled Jobs, or other Script Includes. It promotes code modularity and reusability by defining functions or classes that execute on the server instance, not on the client. Option D correctly identifies this core purpose.

Answer

To run automated actions on a schedule

Answer

To set field values dynamically based on conditions

Answer

To define client-side behavior when a form loads

Question 12

Drag and drop the steps to create a new Business Rule in ServiceNow into the correct order.

Accepted Answer

Navigate to System Definition > Business Rules, then Click 'New', then Configure rule (name, table, condition, order), then Write script, set Active, and Submit. The correct order starts by navigating to System Definition > Business Rules to access the Business Rules module. Then click 'New' to create a new rule. Next, configure the rule by setting the name, table, condition, and order to define when it runs. After configuration, write the script that contains the logic to execute. Finally, set the rule as active and click Submit to save and enable it. This sequence ensures that the rule is properly defined before writing the script and that all settings are complete before activating.

Answer

Click 'New', then Navigate to System Definition > Business Rules, then Configure rule, then Write script and Submit

Answer

Navigate to System Definition > Business Rules, then Configure rule, then Click 'New', then Write script and Submit

Answer

Navigate to System Definition > Business Rules, then Click 'New', then Write script, then Configure rule and Submit

Question 13

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 14

A company has a catalog item that allows users to request a new laptop. The item has a variable for 'Laptop Model' which is a reference to the 'cmdb_ci_computer' table. Recently, users have been complaining that they are seeing laptops that are not available (e.g., already assigned or retired). The administrator wants to filter the variable to show only laptops that are in stock and not assigned. Which approach should the administrator take?

Accepted Answer

Add a reference qualifier to the variable that filters by 'install_status' and 'assigned_to' is empty.. A reference qualifier on the variable allows the administrator to define a condition that filters the records shown in the reference field. By setting the qualifier to filter where 'install_status' indicates 'In Stock' and 'assigned_to' is empty, only available laptops are displayed to users. This directly addresses the requirement without altering data or permissions.

Answer

Configure ACLs to hide assigned laptops from users.

Answer

Set a default value on the variable to a valid laptop.

Answer

Create a business rule that deletes assigned laptops from the table.

Question 15

A service desk manager wants to create a report showing the number of incidents resolved within SLA for each assignment group over the last 30 days. Which report type should be used?

Accepted Answer

Bar chart grouped by assignment group with color for SLA status. A bar chart grouped by assignment group with color for SLA status allows the manager to see both the count of incidents per group and how many were resolved within versus outside SLA. This directly answers the requirement to show 'the number of incidents resolved within SLA for each assignment group' over the last 30 days.

Answer

Line chart of daily resolved incidents

Answer

Bar chart showing total incidents per group

Answer

Pie chart showing SLA compliance percentage

Question 16

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

Accepted Answer

Make a field read-only. UI policies in ServiceNow are client-side rules that dynamically change the behavior of form fields at runtime, and option B (make a field read-only) is correct because a UI policy action can set the 'Read only' attribute to true so users cannot edit the field. Option C (make a field mandatory) is correct because UI policies can toggle the 'Mandatory' attribute, forcing the user to populate the field before saving. Option E (hide a field) is correct because UI policies can set the 'Visible' attribute to false, removing the field from the form display. Option A (set a field's default value) is not a UI policy action — default values are configured via the dictionary Default value or a before-insert business rule/script, not UI policies. Option D (create a new field on the form) is not a UI policy action — fields are created by adding columns to the table (dictionary entries) and placing them on the form via the form designer/layout, not through UI policies.

Answer

Set a field's default value

Answer

Create a new field on the form

Question 17

A user reports that the 'My Tasks' module they frequently use has disappeared from the left navigation. Other users can still see it. What is the most likely cause?

Accepted Answer

The user accidentally used 'Personalize' and hid the module from their navigation. The 'Personalize' feature in ServiceNow allows users to hide modules from their own left navigation without affecting other users. When a user right-clicks a module and selects 'Personalize', they can choose to hide it, which removes it only from their view. Since other users can still see the module, this indicates a user-specific change rather than a global or role-based one.

Answer

A system property was changed that hides the module for all users

Answer

The module was deleted from the application menu by an admin

Answer

The user's role was changed and they no longer have access to the module

Question 18

Refer to the exhibit. A catalog item has a variable 'department' (choice list with values 'IT', 'HR', 'Finance') and a variable 'cost_center' (choice list initially empty). The client script is supposed to add an option to 'cost_center' when 'department' is set to 'IT'. However, when a user selects 'IT', no new option appears. What is the most likely reason?

Accepted Answer

The variable 'cost_center' is not a 'Choice' variable type.. The `g_form.addOption()` method only works on variables of type 'Choice' (or similar select-type variables like 'Select Box'). If 'cost_center' is not a Choice variable, the client script cannot dynamically add options to it, and the method call silently fails or has no effect. In ServiceNow, only choice-based variable types support runtime option manipulation via client-side APIs.

Answer

The script is a server-side script and cannot use 'g_form'.

Answer

The script needs to call 'g_form.clearOptions()' before adding options.

Answer

The method should be 'g_form.addOption()' with different syntax.

Question 19

A user complains that when they submit a catalog item, they receive an error: 'The variable is mandatory but has no value.' However, the variable is not marked as mandatory in the item's variable definition. What could be the cause?

Accepted Answer

A Catalog Client Script of type 'onSubmit' sets the variable mandatory.. A Catalog Client Script of type 'onSubmit' can dynamically set a variable as mandatory using the `g_form.setMandatory('variable_name', true)` method. This overrides the variable's definition in the catalog item, causing the 'mandatory but has no value' error even when the variable is not marked mandatory in the item's variable definition.

Answer

A Business Rule on the request table sets the variable mandatory.

Answer

A UI Policy on the record producer makes the variable mandatory.

Answer

The variable is mandatory in the parent catalog category.

Question 20

A catalog item has a variable 'Country' and another 'State'. The State variable should be mandatory only when Country is 'USA'. What is the most efficient way to achieve this?

Accepted Answer

Catalog UI policy with condition on Country. The most efficient way is to use a Catalog UI Policy (Option A). A Catalog UI Policy can set the mandatory attribute of a variable based on a condition on another variable, such as making 'State' mandatory when 'Country' equals 'USA'. This is declarative and requires no scripting. Option B (Workflow with a 'Set Mandatory' activity) acts after submission and cannot make a field mandatory before submission. Option C (Variable set with mandatory condition) is for grouping variables and does not enforce mandatory conditions. Option D (Catalog client script on Country's onChange event) is possible but requires more coding and is less supportable than a UI Policy.

Answer

Workflow with a 'Set Mandatory' activity

Answer

Variable set with mandatory condition

Answer

Catalog client script on Country's onChange event