SNOW-CSA Practice Questions 1 — 50 Questions

Question 1

A company wants to allow users to reset their own passwords through the portal. Which feature should be enabled?

Accepted Answer

Password Reset. The Password Reset feature in ServiceNow allows users to reset their own passwords through the portal without requiring administrator intervention. This is achieved by configuring password reset policies, security questions, and email verification, enabling self-service password management directly within the platform.

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SSO Configuration

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LDAP Integration

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Virtual Agent

Question 2

Which TWO conditions must be met for a business rule to execute on a table? (Choose TWO.)

Accepted Answer

The business rule must be associated with a table.. Option A is correct because a business rule is table-scoped: it only runs when it is defined on (associated with) the table whose records trigger it, and it fires on the specified insert, update, delete, query, or display events for that table. Option B is correct because the rule's condition (the filter/condition script) must evaluate to true for the triggering record, and an empty condition is treated as always true, so the rule executes. Option C is incorrect because roles are not required in the Condition tab; role restrictions are optional and belong to access control, not a mandatory execution condition. Option D is incorrect because an 'Advanced' script is only one possible action type; a rule can run with a simple field-value action or a script, so an advanced script is not required. Option E is incorrect because order controls the sequence in which multiple rules run, not whether a rule executes; there is no requirement that the order be less than 100.

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The business rule must have at least one role specified in the 'Condition' tab.

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The business rule must have an 'Advanced' script defined.

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The business rule must have an order less than 100.

Question 3

Drag and drop the steps to activate a plugin in ServiceNow into the correct order.

Accepted Answer

Navigate to System Applications > All, find the plugin, click the plugin name, click Activate.. Activating a plugin in ServiceNow requires following the correct sequence: first navigate to the plugin list via System Applications > All, then locate the desired plugin, select it, and finally click the Activate button. Any deviation from this order will result in an error or missing functionality.

Answer

Navigate to System Applications > All, click Activate, find the plugin, click the plugin name.

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Find the plugin, navigate to System Applications > All, click the plugin name, click Activate.

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Click the plugin name, navigate to System Applications > All, find the plugin, click Activate.

Question 4

A company has implemented a complex service catalog workflow that includes multiple approval stages and manual tasks. Recently, some requests have been stuck in the 'Pending' state without progressing. The administrator has verified that the approval conditions are met and the approval records are created. What is the most likely cause?

Accepted Answer

The 'Transition condition' on the workflow states is not met.. In a Service Catalog workflow, states have transition conditions that must evaluate to true for the workflow to move from one state to the next. Even if approval conditions are met and approval records exist, if the transition condition on the 'Pending' state is not satisfied (e.g., a variable value, a condition script returning false, or a missing prerequisite), the request remains stuck. This is a common cause of stalled workflows when all other configuration appears correct.

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The workflow's 'Run As' property is not set to a user with sufficient permissions.

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The workflow is not published.

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The approval rules are running in the wrong order.

Question 5

An administrator needs to make a catalog item's variable options appear as a dropdown list on the catalog item form. The variable currently displays as text. Which variable type should be selected?

Accepted Answer

Choice. The Choice variable type is specifically designed to present a dropdown list of predefined options. It allows administrators to define the available choices and control what users can select. The other variable types provide free text, record references, or binary input, none of which produce the required dropdown behavior for a fixed set of options.

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Yes/No

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Single Line Text

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Reference

Question 6

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.

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

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Write an ACL on the UI action table

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

Question 7

What is the purpose of the 'Flow Designer'?

Accepted Answer

To create and manage automated workflows without scripting. Flow Designer is a low-code/no-code automation tool in ServiceNow that enables administrators and developers to create, configure, and manage automated workflows—such as approvals, notifications, and record updates—without writing any JavaScript or scripting. It uses a visual drag-and-drop interface to build flows, actions, and triggers, directly supporting the platform's automation capabilities. Option A (design custom forms) is incorrect because that is the purpose of Form Designer, not Flow Designer. Option B (configure reports and dashboards) is the function of Performance Analytics or Reports module. Option D (manage user roles) is handled by Role Administration. Therefore, only Option C correctly identifies the purpose of Flow Designer.

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To design custom forms

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To configure reports and dashboards

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To manage user roles

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.

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It stores the CI classification rules.

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It stores the CI hierarchy tree.

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It stores the list of all relationship types.

Question 9

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

Accepted Answer

Open the Reports module, then Select a table, then Define report criteria, then Save the report.. The correct sequence for creating a new report in ServiceNow begins by opening the Reports module, then selecting a table as the data source, followed by defining report criteria such as filters or conditions, and finally saving the report. This order ensures that each step builds logically on the previous one, from accessing the tool to specifying data and saving the configuration.

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Select a table, then Open the Reports module, then Define report criteria, then Save the report.

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Open the Reports module, then Define report criteria, then Select a table, then Save the report.

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Open the Reports module, then Select a table, then Save the report, then Define report criteria.

Question 10

Drag and drop the steps to set up an SLA definition in ServiceNow into the correct order.

Accepted Answer

1. Create an SLA Definition record
2. Define the condition for when the SLA applies (e.g., based on category and priority)
3. Define the time metrics (start, pause, stop conditions and breach time)
4. Define the schedule or business hours for the SLA. The correct sequence for setting up an SLA definition in ServiceNow starts with creating the SLA Definition record, then specifying the condition that determines when the SLA is applied (e.g., based on task type, category, or priority). Next, you define the time metrics, including start, pause, stop conditions, and the breach time. Finally, you associate a schedule (business hours) to calculate elapsed time accurately. This order ensures logical progression from creation to applicability to timing.

Answer

1. Create an SLA Definition record
2. Define the time metrics (start, pause, stop conditions and breach time)
3. Define the condition for when the SLA applies (e.g., based on category and priority)
4. Define the schedule or business hours for the SLA

Answer

1. Define the schedule or business hours for the SLA
2. Create an SLA Definition record
3. Define the condition for when the SLA applies (e.g., based on category and priority)
4. Define the time metrics (start, pause, stop conditions and breach time)

Answer

1. Create an SLA Definition record
2. Define the time metrics (start, pause, stop conditions and breach time)
3. Define the schedule or business hours for the SLA
4. Define the condition for when the SLA applies (e.g., based on category and priority)

Question 11

Which THREE are components of the Employee Center portal?

Accepted Answer

Knowledge Base. The Employee Center portal is a dedicated self-service portal in ServiceNow that provides employees with a unified interface to access common services. The Knowledge Base is a core component because it allows employees to search for and read articles to resolve issues without creating a ticket, directly supporting self-service and deflection.

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Flow Designer

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Instance Dashboard

Question 12

An administrator is configuring a Virtual Agent topic to handle common IT questions. Which three components are required to build a basic topic? (Choose three.)

Accepted Answer

A trigger phrase that users type to invoke the topic.. A trigger phrase is required because it defines the user input that initiates the Virtual Agent topic. Without a trigger phrase, the system has no way to match user utterances to the correct topic, making it impossible to start the conversation flow.

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A catalog item that the topic will order.

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A knowledge base article to provide the answer.

Question 13

An administrator wants to automate the fulfillment of a catalog item that requires approval from the user's manager. Which combination of features should be used?

Accepted Answer

Flow Designer with Approval step. Flow Designer provides a native Approval step that can be configured to route the request to the user's manager via the Manager field on the sys_user record. This allows the entire fulfillment process—including approval and subsequent actions—to be automated within a single Flow, eliminating the need for separate approval engine configurations or manual intervention.

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Virtual Agent and Flow Designer

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Record Producer and Virtual Agent

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Approval Engine and Email Notification

Question 14

A company needs to import data from a CSV file into the User table. The CSV includes fields for first name, last name, email, and department. However, the import fails because some email addresses are invalid. Which feature in ServiceNow can be used to prevent invalid emails from being imported?

Accepted Answer

Transform Map with condition scripts. A Transform Map with condition scripts allows you to validate incoming data before it is written to the target table. In this scenario, you can add a script to the transform map that checks each email address against a regular expression pattern (e.g., RFC 5322) and skips or rejects rows with invalid emails, preventing them from being imported into the User table.

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Data Source configuration

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Import Set Row

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Import Set Table API

Question 15

Refer to the exhibit. This script runs in a background script. Which set of records will be printed?

Accepted Answer

Incidents with state=3 AND priority<=3 AND assigned_to is not null. The script uses a GlideRecord query on the Incident table with an encoded query string 'state=3^priority<=3^assigned_toISNOTEMPTY'. This filters for records where state equals 3 (which corresponds to 'On Hold' in the default incident state model), priority is less than or equal to 3, and the assigned_to field is not empty. The while loop iterates over the matching records and prints each one, so only incidents meeting all three conditions are output.

Answer

Incidents with state=3 AND assigned_to is not null

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Incidents with priority<=3

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All incidents

Question 16

A large enterprise uses ServiceNow for IT Service Management. They have a custom application that generates incidents automatically from monitoring alerts. The incidents are assigned to the 'Monitoring Queue' group. Recently, the team noticed that some incidents are not being assigned to any group and remain unassigned. Upon investigation, the administrator finds that the assignment rule for the 'Monitoring Queue' group uses a condition 'Category = Network' AND 'Impact = 3'. However, many alerts have 'Category' set to 'Network' but 'Impact' left blank. The administrator needs to ensure that all incidents from monitoring alerts with 'Category = Network' are assigned to the 'Monitoring Queue' group, regardless of impact. What should the administrator do?

Accepted Answer

Modify the existing assignment rule condition to 'Category = Network' only. Modifying the assignment rule condition to only check 'Category = Network' ensures that all incidents with that category are assigned to the 'Monitoring Queue' group, regardless of whether 'Impact' is blank or has any other value. Assignment rules in ServiceNow evaluate conditions against the current record; removing the 'Impact = 3' clause eliminates the dependency on that field. This directly addresses the requirement that incidents from monitoring alerts with 'Category = Network' must always be assigned, even when 'Impact' is not populated.

Answer

Modify the existing assignment rule condition to 'Category = Network' OR 'Impact = 3'

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Create a second assignment rule with condition 'Category = Network' and 'Impact is empty'

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Set a default assignment on the Incident table to assign all unassigned incidents to the Monitoring Queue group

Question 17

A ServiceNow administrator is responsible for importing data from an external HR system into the Employee table. The import set uses a transform map that creates new records and updates existing ones based on the employee number. Recently, the administrator noticed that some existing records are being incorrectly duplicated. The transform map is configured with a coalesce on the 'Employee Number' field. After reviewing the import log, the administrator finds that the import set rows are being processed, but the coalesce is not matching correctly. The HR system sends data with employee numbers that have leading zeros, but the ServiceNow employee number field is stored without leading zeros. For example, employee number '0123' in the source is '123' in ServiceNow. The administrator needs to fix this issue without modifying the HR system data. Which course of action should the administrator take?

Accepted Answer

Add a script in the transform map to remove leading zeros from the employee number before the coalesce runs.. The coalesce operation in a transform map runs before field mapping scripts, so a script placed in the transform map's 'Script' field (or a 'Before' script) can normalize the source value by removing leading zeros before the coalesce attempts to match. This ensures the incoming '0123' is converted to '123' and correctly matches the existing record in the Employee table.

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Modify the import set table to store employee numbers as strings with leading zeros.

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Change the coalesce field to a different unique field such as email address.

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Use a before business rule on the Employee table to trim leading zeros on the employee number field.

Question 18

Which THREE of the following are true regarding Business Rules?

Accepted Answer

They can be used to perform data validation before a record is saved. Option C is correct because Business Rules in ServiceNow are server-side scripts that run before a database operation (before insert/update/delete/query) and are commonly used to validate data before the record is committed. Option D is correct because Business Rules support an asynchronous checkbox, which lets the rule run in the background after the database operation so it does not delay the user's transaction. Option E is correct because a Business Rule's When setting can be before or after, and it can be scoped to fire on insert, update, delete, or query operations. Option A is incorrect because Business Rules execute on the server, not the client side (client-side logic is handled by Client Scripts, UI Policies, or UI Actions). Option B is incorrect because Business Rules do not automatically fire on every record in the database; they fire only when the specified database operation occurs on a record and the rule's conditions are met.

Answer

They are executed on the client side to improve performance

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They automatically fire on every record in the database when created

Question 19

A multinational company has implemented a Service Catalog to streamline IT requests. The catalog item 'New Laptop Request' includes a workflow that routes approvals based on the cost center of the requester. Recently, several requests submitted by employees in the Finance department are stuck in 'Submitted' state without any approval activity. The workflow has a condition that checks the variable 'cost_center' and if it equals 'Finance', the approval is sent to the Finance manager. Other requests from departments like HR and Marketing proceed normally. The administrator has verified that the 'Finance' cost center value is correctly entered on the requests, the users have appropriate roles, and the approval assignments are active. What is the most likely cause of the issue?

Accepted Answer

The workflow condition that triggers the Finance approval stage is not evaluating correctly.. The issue is that the workflow condition checking the 'cost_center' variable for 'Finance' is not evaluating correctly, causing the approval stage to be skipped or not triggered. Since other departments work fine, the workflow logic itself is likely flawed—perhaps due to a data type mismatch (e.g., comparing a string to a different type) or a typo in the condition script. The administrator has verified data entry, roles, and approval assignments, so the root cause is the condition logic in the workflow.

Answer

The approval rule should be changed to auto-approve for Finance.

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The workflow approval timeout is set too short and needs to be increased.

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The catalog item should be reconfigured to not use a workflow.

Question 20

Which CMDB relationship type should be used to represent that a server is physically installed in a rack?

Accepted Answer

Contains. The 'Contains' relationship type is correct because it models a parent-child containment hierarchy in the CMDB, where the rack is the container and the server is the contained item. This aligns with the CMDB's ability to represent physical location and dependencies, ensuring accurate service mapping and impact analysis.

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Depends on

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Runs on

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Connected to