SNOW-CSA Practice Test 35 — 15 Questions

Question 1

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 2

A ServiceNow administrator is configuring a Catalog Item to handle employee laptop requests. Which TWO of the following are valid methods to automatically populate a variable's value based on the requester's information? (Choose two.)

Accepted Answer

Use a Catalog Client Script (onLoad) with g_form.setValue() to set the variable from the user's record.. A Catalog Client Script with an onLoad event can use the g_form.setValue() method to populate a variable from the requester's user record. This script runs before the form is rendered, allowing dynamic population of fields based on the current user's sys_user data. Option E is correct because a Variable Default Value can include a GlideRecord script that queries the sys_user table to set the variable's initial value based on the requester's information, such as their department or location.

Answer

Use a Catalog Data Lookup Rule to reference the user's department.

Answer

Use a Flow Designer flow triggered on 'Request created' to update the variable after submission.

Answer

Use a Business Rule on the Catalog Item table to set the variable.

Question 3

A company wants to ensure that only authorized changes to the CMDB are allowed. Which THREE of the following mechanisms can help enforce this?

Accepted Answer

CMDB Health Definitions with remediation tasks. CMDB Health Definitions can include remediation tasks that automatically or manually enforce compliance by correcting unauthorized changes to CI attributes. These tasks are triggered when a health score falls below a threshold, ensuring that only authorized modifications persist in the CMDB.

Answer

The Identification and Reconciliation Engine (IRE)

Answer

Scheduled Discovery jobs

Question 4

A ServiceNow administrator needs to create a report that shows all incidents with a priority of '1 - Critical' that have been assigned to the 'Hardware' assignment group. The report should only include incidents that were created in the last 30 days. Which approach should the administrator take to create this report?

Accepted Answer

Create a report using the 'Incidents' module, add a condition for 'Priority equals 1 - Critical' AND 'Assignment group equals Hardware', then use the 'Created on' condition with 'On or after (relative) today - 30 days'.. It uses the 'Incidents' module (which automatically restricts the report to the Incident table) and applies the correct condition syntax for a relative date range: 'On or after (relative) today - 30 days'. This ensures only incidents created within the last 30 days are included, while the other conditions filter for priority '1 - Critical' and assignment group 'Hardware'.

Answer

Create a report using the 'Tasks' table, filter by 'Incident' and then apply the conditions for priority, assignment group, and created on.

Answer

Create a report using the 'Incidents' module, add a condition for 'Priority equals 1 - Critical' AND 'Assignment group equals Hardware' AND 'Created on is relative today - 30 days'.

Answer

Create a report using the 'Assignment groups' module, then filter incidents with priority critical.

Question 5

A notification is configured to send an email when a new incident is created. The email template uses the field 'Short Description', but the email shows empty for that field. The template is correct. What is the most likely cause?

Accepted Answer

The 'Short Description' field is not populated at the time the notification is sent. The notification fires when the incident is created, but the 'Short Description' field may not yet be populated at that exact moment if the record is saved before the field is filled. Notifications are triggered by the database write operation, and if the field is empty at that time, the email template will render it as blank, even though the template itself is correct.

Answer

The notification is not set to fire on create

Answer

The email template has a syntax error

Answer

The 'Short Description' field is read-only on the form

Question 6

Which THREE factors should be considered when customizing navigation in ServiceNow? (Choose three.)

Accepted Answer

Performance impact of custom UI16 navigation. Custom UI16 navigation items, such as custom modules or menus, can introduce performance overhead due to additional server-side processing, ACL evaluations, and UI rendering. ServiceNow recommends evaluating the number and complexity of custom navigation elements to avoid degrading page load times and user experience.

Answer

Session timeout settings for inactive users

Answer

Application scope of the modules

Question 7

A ServiceNow administrator is troubleshooting a notification issue. The company has a 'Customer Satisfaction Survey' notification that is supposed to send an email to the 'caller' of an incident when the incident state changes to 'Resolved' (state=6). The notification is configured with table 'incident', condition 'state changes to 6', and recipient 'caller'. However, the email is not being sent. The administrator checks the system log and finds no errors. The notification has an advanced script that checks if the 'caller' has a valid email address. The script is: if (current.caller_id.email == '') { return false; }. The administrator confirms that the caller's email field is populated. What is the most likely reason the notification is not sending?

Accepted Answer

The advanced script should be removed because it is blocking valid emails.. The advanced script in the notification must explicitly return true to send the email. If no value is returned, the notification is suppressed. The script only returns false when the email is an empty string; otherwise it falls through without returning a value, which blocks the notification even when the caller has a valid email. Removing the script eliminates this blockage and allows the notification to send as intended. The condition 'state changes to 6' correctly triggers on transition to Resolved, and the recipient field 'caller' is properly configured. The other options suggest changes that would not fix the real issue.

Answer

The notification condition should be 'state is 6' rather than 'state changes to 6'.

Answer

The script should check for null instead of empty string.

Answer

The recipient field should use the email field directly instead of the reference 'caller'.

Question 8

A company uses SLAs on Incident records. They want to notify the assignment group when an SLA is about to breach (within 10 minutes). Which THREE actions can be used to achieve this?

Accepted Answer

Create a notification that triggers on the 'SLA Warning' event.. The 'SLA Warning' event is a predefined event that fires when an SLA is within its warning threshold. By creating a notification that triggers on this event, you can send an alert to the assignment group when the SLA is about to breach within 10 minutes, as the warning threshold can be configured on the SLA definition.

Answer

Create a business rule on the Incident table that checks the SLA percentage.

Answer

Create a scheduled job that runs every minute to check SLA percentages.

Question 9

An administrator notices that a CMDB CI class is not visible in the class hierarchy. The class exists in the database but cannot be selected when creating a new CI. What is the likely cause?

Accepted Answer

The class is marked as 'abstract'.. In ServiceNow, a CI class marked as 'abstract' exists in the database but is not intended for direct instantiation. Abstract classes serve as templates for inheritance and are hidden from the 'New CI' selection list, which is why the administrator cannot select it when creating a new CI.

Answer

The class is retired.

Answer

The class has no parent.

Answer

The class has a missing table extension.

Question 10

A workflow includes an 'Approval' activity that requires approval from the user's manager. However, the approval is not being assigned to the manager. What should be checked first?

Accepted Answer

The 'Approver' field in the approval activity properties. The 'Approver' field in the approval activity properties defines who receives the approval request. If it is not set to the user's manager (e.g., using the 'Manager' field from the sys_user table or a reference to the user's manager), the approval will not route correctly. This is the most direct and likely cause, so it should be checked first before investigating other potential issues.

Answer

The user's delegation settings in the user profile

Answer

The workflow stage before the approval activity

Answer

The conditions on the approval activity

Question 11

A small business uses ServiceNow for internal services. The catalog item 'New Employee Onboarding' includes a variable set with a variable 'Start Date'. The workflow sends an email notification to HR when the start date is within 7 days of submission. Currently, the notification is sent immediately upon request submission even if the start date is months away. The workflow has a 'Send Event' activity that triggers a notification. How should the administrator fix this?

Accepted Answer

Add a condition on the 'Send Event' activity to only proceed if the 'Start Date' variable is within 7 days of now.. The 'Send Event' activity in a workflow can have a condition that evaluates the 'Start Date' variable against the current date and time. By adding a condition that checks if the start date is within 7 days of now, the workflow will only proceed to send the event (and trigger the notification) when the condition is met, preventing premature notifications.

Answer

Modify the notification record to include a condition on the 'Start Date' field.

Answer

Add a 'Mandatory Condition' on the 'Start Date' variable to require it to be within 7 days.

Answer

Create a business rule on the 'sc_req_item' table that checks the start date and sends the notification.

Question 12

Refer to the exhibit. An administrator imports these system properties into a ServiceNow instance. After the import, what is the expected impact on the UI?

Accepted Answer

Rich text fields will no longer have the ability to insert/edit tables. The exhibit shows system properties that disable the 'glide.ui.richtext[2].table' and 'glide.ui.richtext[3].table' properties. These properties control whether the table insert/edit button is available in rich text fields. Setting them to 'false' removes the table functionality from the rich text editor toolbar, so users can no longer insert or edit tables in rich text fields.

Answer

It will prevent users from editing list records in a UI16 form

Answer

Buttons will lose their shadow effect

Answer

No change because system properties are not used in UI

Question 13

Which TWO data sources are commonly used to import data into ServiceNow via Import Sets? (Choose two.)

Accepted Answer

CSV. CSV files are a standard data source for Import Sets in ServiceNow because they provide a simple, structured format that can be easily mapped to target tables via the Import Set Row (sys_import_set_row) and Staging Table (sys_import_set) mechanism. The Import Set functionality natively supports CSV parsing, allowing administrators to upload comma-separated values directly through the UI or via the Import Set REST API endpoint.

Answer

Email

Answer

REST

Answer

LDAP

Question 14

Refer to the exhibit. The script runs but no output is produced. What is the most likely cause?

Accepted Answer

The field 'u_environment' does not exist on records with sys_class_name='cmdb_ci_server'.. The script uses `getValue('u_environment')` on a GlideRecord query for `cmdb_ci` with `sys_class_name='cmdb_ci_server'`. If the field `u_environment` does not exist on that table or class, `getValue` returns null, and the `gs.print` statement outputs nothing (or an empty string). The script runs without error, but no output is produced because the field is missing, not because the query returns zero rows.

Answer

The table 'cmdb_ci' has no records with sys_class_name='cmdb_ci_server'.

Answer

The orderByDesc method is misspelled (should be orderByDescending).

Answer

The script lacks point number of rows (no rows with condition).

Question 15

Refer to the exhibit. An administrator runs Discovery on a switch and receives this payload. However, the CI is not created in the CMDB. The Discovery log shows 'Identification rule did not match any CI. Creating new CI failed because of duplicate serial number?'. What is the most likely cause?

Accepted Answer

There is already a CI with the same serial number.. The error message 'Creating new CI failed because of duplicate serial number' directly indicates that a CI with the same serial number already exists in the CMDB. ServiceNow enforces uniqueness on the serial number field for hardware CIs; when Discovery attempts to create a new CI but finds a matching serial number, the operation fails. This is why option B is correct.

Answer

The class 'Network Gear' is invalid.

Answer

The identification rule is misconfigured.

Answer

The serial number field is missing from the payload.