SNOW-CSA Practice Test 5 — 10 Questions

Question 1

Refer to the exhibit. This ACL is applied to the Incident table for 'write' operation. A user is editing their own incident but is still denied. What is the issue?

Accepted Answer

The script returns true but another ACL denies.. When an ACL is applied to a table for 'write' operations, multiple ACLs can evaluate the same operation. Even if one ACL (the one shown) returns true, another ACL on the same table for the same operation may return false, causing the overall write to be denied. The exhibit shows a script that checks `current.caller_id == gs.getUserID()`, which should allow the user to edit their own incident, but another ACL with a higher order or a different condition is blocking the write.

Answer

The script returns false because current.caller_id is not the user's sys_id.

Answer

The ACL is set to 'read' instead of 'write'.

Answer

The user does not have the necessary role.

Question 2

A user is able to view records in the Incident table but cannot edit them. Which ACL type is preventing the edit?

Accepted Answer

write. (write). In ServiceNow, the write ACL controls the ability to update or edit existing records. Since the user can view records (read ACL allows this) but cannot edit them, the write ACL is the one blocking the operation. The write ACL is evaluated when a user attempts to modify a record after it has been created.

Answer

read

Answer

create

Answer

delete

Question 3

A catalog item has a variable 'category' (choice) and 'subcategory' (select box). When a user selects 'hardware' for category, the subcategory dropdown shows laptop and desktop. When 'software' is selected, it shows Operating System and Office Suite. However, users report that after selecting category, the subcategory dropdown does not update. What is the most likely cause?

Accepted Answer

The script incorrectly uses g_form.getControl instead of g_form.setOptions on the variable. The script must use `g_form.setOptions()` to dynamically update the choices of a select box variable (subcategory) based on the selected category. Using `g_form.getControl()` only retrieves the DOM element but does not modify the variable's options; it is typically used for UI manipulation like disabling or styling, not for updating choice lists. The failure to call `setOptions` means the subcategory dropdown never receives the new list of options, so it remains unchanged.

Answer

The 'subcategory' variable is not a select box but a reference field

Answer

The script returns on isLoading, which prevents the update

Answer

The onChange event is not triggered because the category field is a choice list

Question 4

A business rule set to run 'async' is supposed to update a large number of child records. The administrator notices that the updates are not being applied consistently. What is the most likely reason?

Accepted Answer

The async queue processes multiple instances simultaneously, causing race conditions. When a business rule is set to run 'async', it executes asynchronously via the system's queue. If the business rule updates a large number of child records, multiple instances of the same async business rule can be processed simultaneously by different queue workers. This concurrency can lead to race conditions, where one instance reads stale data or overwrites changes made by another instance, resulting in inconsistent updates.

Answer

The business rule condition is incorrect

Answer

The system property 'glide.sys.schedulers.max_threads' is set too low

Answer

The business rule is running 'before' instead of 'after'

Question 5

An ACL has a condition script that returns true if the user is a member of the 'service_desk' group and the record's 'state' is 'New'. The ACL type is 'read'. A user in the 'service_desk' group reports that they cannot see a record with state 'New'. What is the most likely cause?

Accepted Answer

The condition script does not have a default return false statement, so it returns undefined.. In ServiceNow, ACL condition scripts that lack an explicit return statement will return undefined, which is a falsy value. When the condition script returns undefined, the ACL does not grant read access, effectively denying the user from seeing the record even though they meet the intended group and state criteria. This is a common pitfall where developers forget to add a default return true or return false at the end of the script.

Answer

The ACL is defined on a different table that extends 'incident'.

Answer

The script uses gs.hasRole('service_desk') which checks role, not group membership.

Answer

Another read ACL exists that explicitly denies read access to the 'service_desk' group.

Question 6

A consultant is designing a CMDB for a large enterprise. The data from multiple discovery tools is being imported into the CMDB. Some CIs are being duplicated due to minor differences in serial numbers. Which approach best prevents duplicates without losing data integrity?

Accepted Answer

Set a 'unique' constraint on the Serial Number field. Setting a 'unique' constraint on the Serial Number field prevents duplicate CIs by enforcing that no two records can have the same serial number at the database level. This approach preserves data integrity because it blocks insertion of duplicates rather than merging or overwriting existing data, which could cause loss of attribute history or relationships.

Answer

Configure a reconciliation rule to merge duplicates automatically

Answer

Use a data certification rule to validate serial numbers

Answer

Instruct the discovery teams to manually de-duplicate

Question 7

A CMDB administrator runs a report and finds that the count of CIs in a certain class is unexpectedly low. They suspect that some CIs were deleted accidentally. How can they verify this?

Accepted Answer

Check the sys_audit table for delete records.. The sys_audit table records all insert, update, and delete operations on CMDB CIs. By querying this table for records with the operation type 'delete' and the affected CI class, the administrator can confirm whether CIs were deleted and identify when and by whom. This is the standard method for auditing historical changes in ServiceNow.

Answer

Query the sys_archive table.

Answer

Use the CMDB Rollback feature.

Answer

Restore from backup.

Question 8

What is the purpose of the 'cmdb_rel_ci' table?

Accepted Answer

It stores the actual relationships between CIs.. The 'cmdb_rel_ci' table in ServiceNow stores the actual relationships between Configuration Items (CIs). Each row in this table represents a specific instance of a relationship, linking a parent CI to a child CI via a defined relationship type, enabling the CMDB to model dependencies and connectivity in the infrastructure.

Answer

It stores the CI classification rules.

Answer

It stores the CI hierarchy tree.

Answer

It stores the list of all relationship types.

Question 9

A company wants to ensure that when a server CI is retired, all its associated running services are automatically updated to reflect the retirement. What is the best practice?

Accepted Answer

Use the CI Lifecycle Manager to define a retirement business rule.. The CI Lifecycle Manager provides a dedicated framework for defining lifecycle states and automating actions when a CI transitions between states, such as retirement. By configuring a retirement business rule within the CI Lifecycle Manager, you can automatically update or retire all associated running services when a server CI is retired, ensuring consistency without manual intervention.

Answer

Configure a business rule on the CI class to update related CIs on state change.

Answer

Use the Relationship Viewer to manually edit each relationship.

Answer

Create a scheduled job to check for retired CIs and update dependencies.

Question 10

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'.