SNOW-CSA Practice Test 3 — 10 Questions

Question 1

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 2

A user reports that when they submit a catalog item from the Service Portal, they do not receive an email notification confirming the request. The notification is configured on the Request table. What is the likely issue?

Accepted Answer

The notification is not active for the specific catalog item. Notifications in ServiceNow are evaluated against the table they are configured on, but they also require the 'Active' checkbox to be enabled for the specific catalog item. If the notification is not active for that catalog item, it will not trigger when the request is submitted, even if the notification is configured on the Request table. The user's report indicates the notification exists but is not firing, pointing to a per-item activation issue.

Answer

The notification is set to 'Send me a copy' only

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The user does not have the 'Receive email' role

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The notification lacks a condition

Question 3

Which TWO options are valid ways to schedule a report in ServiceNow?

Accepted Answer

Schedule to run once at a specific time. ServiceNow allows scheduling a report to run once at a specific date and time, which is useful for one-time deliveries or ad-hoc reporting needs. This is configured in the report's Schedule tab by setting the frequency to 'Once' and specifying the exact run time.

Answer

Schedule to run hourly

Answer

Schedule to run immediately

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Schedule to run only when conditions change

Question 4

A company's CMDB has duplicate CIs for the same server due to conflicting identification rules. The admin notices that some CIs are being merged incorrectly. What is the best practice to resolve this issue?

Accepted Answer

Review and refine the identification rules to ensure uniqueness criteria are correctly defined.. Duplicate CIs in the CMDB arise from conflicting or poorly defined identification rules. The best practice is to review and refine these rules to ensure each CI has a unique set of identifying attributes (e.g., serial number, MAC address, or FQDN). This prevents incorrect merges and maintains data integrity without relying on manual cleanup or timeout adjustments.

Answer

Increase the reconciliation engine's timeout value.

Answer

Run the CI Class Manager to delete duplicate CIs.

Answer

Disable all identification rules and use manual reconciliation.

Question 5

Which TWO options are true regarding import set transform maps?

Accepted Answer

Transform scripts can access both source and target records. Transform scripts in ServiceNow run during the transform map execution and have access to both the source record (via the 'source' object) and the target record (via the 'target' object). This allows scripts to read, compare, and modify data from both sides, enabling complex data transformation logic.

Answer

Transform maps run in the context of the source table

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Each field mapping can have a unique coalesce field

Answer

Import sets automatically deduplicate based on sys_id

Question 6

An administrator notices that a flow that runs when a catalog item is submitted is failing because the flow tries to update a record that the flow's user (system) does not have permission to update. What is the best practice to address this?

Accepted Answer

Change the flow to run as the requestor. Flows can be configured to run as a specific user. Setting the flow to run as the requestor ensures permissions are based on the user who submitted the request, which typically has appropriate access. Granting additional roles to the system user is not recommended. Using a run script action or business rule does not address the permission issue directly.

Answer

Use a business rule instead

Answer

Grant the flow's user the necessary roles

Answer

Use a run script action

Question 7

Refer to the exhibit. An administrator created a catalog item using a record producer. When a user submits the request, the record producer fails to create the requested item. The log shows a missing mandatory field error. What is the most likely cause?

Accepted Answer

A mandatory field in the target table is not mapped by the record producer.. The error message 'missing mandatory field' directly indicates that a field in the target table, which is required (mandatory), has not been mapped by the record producer. In ServiceNow, when a record producer creates a record, it must map variables or fields to all mandatory fields in the target table; if any mandatory field is left unmapped, the system will fail to insert the record and log this specific error.

Answer

The record producer is not mapped to the correct table.

Answer

The 'model' variable is not mapped to a field in the target table.

Answer

The record producer is inactive.

Question 8

Which two statements about UI Policies are true? (Choose two.)

Accepted Answer

They can be used to set field values.. UI Policies can set field values on the client side using the 'Set field values' section within the UI Policy configuration. This allows administrators to automatically populate or modify field values based on conditions, such as setting a category field when a certain priority is selected, without requiring a server round trip.

Answer

They are always executed on form load.

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They can be used to cancel a form submission.

Answer

They run on the server side.

Question 9

An administrator needs to create a UI action that appears on the form context menu for the Incident table, but only when the record is in 'In Progress' state. Which configuration is required?

Accepted Answer

Set the condition on the UI action to 'current.state == 2'. UI actions can have a condition field that evaluates server-side JavaScript. Setting the condition to 'current.state == 2' ensures the UI action appears only when the Incident record's state field equals the 'In Progress' value (typically 2 in the default state model). This is the standard, built-in mechanism for controlling UI action visibility based on record data.

Answer

Create a UI policy that changes the form when state is 'In Progress'

Answer

Write an ACL on the UI action table

Answer

Assign the UI action to a role that only users in this state have

Question 10

A record producer is configured to create a task when a user submits a form from the service portal. The task is created but the variables from the form are not mapped. What is the most likely cause?

Accepted Answer

The 'Variable mapping' section of the record producer is not configured. The record producer's 'Variable mapping' section is responsible for explicitly mapping form variables to fields on the target table. When this section is left unconfigured, the system creates the task record but does not transfer variable values from the service portal form, even if the form is submitted successfully. This is a common oversight because the record producer itself is triggered correctly, but the variable data is not passed without explicit mapping.

Answer

The record producer's mandatory fields are not all filled

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The target table does not have the same fields as the source

Answer

The service portal is not configured to pass variables to the record producer