SNOW-CSA Practice Questions 2 — 50 Questions

Question 1

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 2

An administrator is troubleshooting issues with the CMDB identification and reconciliation engine. Which three components are part of the identification and reconciliation process? (Choose three.)

Accepted Answer

Reconciliation rules. Reconciliation rules (B) are a core component of the CMDB identification and reconciliation process because they define how to handle duplicate or conflicting CIs during the reconciliation phase. These rules determine which data source takes precedence, whether to merge or overwrite attributes, and how to resolve conflicts between multiple sources. Without reconciliation rules, the system cannot maintain a single authoritative view of each CI.

Answer

Transform maps

Answer

CI Class Manager

Question 3

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 4

An administrator needs to send an email notification to the manager of the caller when an incident is assigned to a specific group. Which combination of notification configuration is correct?

Accepted Answer

Condition: 'Assignment group changes to '; Recipient: Caller's manager.. The requirement is to notify the caller's manager when an incident is assigned to a specific group. The condition 'Assignment group changes to ' triggers the notification precisely when the assignment group changes to the target group, and the recipient 'Caller's manager' ensures the email goes to the manager of the person who reported the incident. This matches the exact business need without extraneous conditions or incorrect recipients.

Answer

Condition: 'Record is inserted'; Recipient: Manager of the assignment group.

Answer

Condition: 'Assigned to changes to Caller's manager'; Recipient: Caller.

Answer

Condition: 'State changes'; Recipient: Caller via email client.

Question 5

In the CMDB, what is the purpose of the 'cmdb_ci' table?

Accepted Answer

It is the base table for all hardware and software CI classes.. The 'cmdb_ci' table is the base (or parent) table for all hardware and software Configuration Item (CI) classes in the ServiceNow CMDB. It defines common fields such as name, serial number, and operational status, which are inherited by all child CI tables (e.g., cmdb_ci_server, cmdb_ci_software_product). This design follows a single-table inheritance model, ensuring consistency across all CI types.

Answer

It stores the discovery schedule and probes.

Answer

It contains the CMDB health rules.

Answer

It stores relationships between configuration items.

Question 6

A company is implementing a CMDB cleanup strategy and needs to identify CIs that are no longer in use. Which THREE methods can help identify outdated CIs? (Select three.)

Accepted Answer

Reviewing CI last discovered date.. The 'Last Discovered' date field on a CI record indicates when the CI was last seen by a discovery probe. If this date is significantly old, it suggests the CI may no longer be active or in use, making it a reliable method for identifying outdated CIs during a CMDB cleanup.

Answer

Checking CI status field for 'Retired'.

Answer

Manually auditing each CI in the CMDB.

Question 7

An import set row shows as 'Error' with message 'Invalid table name'. What is the cause?

Accepted Answer

The target table does not exist.. The 'Invalid table name' error occurs when the import set row references a target table that does not exist in the ServiceNow instance. The import set table stores the raw data, but the transform map must map to an existing target table (e.g., 'incident', 'cmdb_ci_server'). If the target table name is misspelled, deleted, or never created, the system cannot resolve it and throws this error.

Answer

The staging table is not defined.

Answer

The import set source file is corrupt.

Answer

The transform map references a missing table.

Question 8

Which THREE of the following are required for ServiceNow Discovery to successfully populate the CMDB?

Accepted Answer

Valid credentials for the target devices. Valid credentials (Option B) are required because ServiceNow Discovery uses SNMP, SSH, WMI, or REST to probe target devices. Without correct credentials, the MID Server cannot authenticate to the device, so it cannot read configuration data or populate CI attributes in the CMDB.

Answer

The CMDB CI tables with open ACLs

Answer

The Identification and Reconciliation Engine (IRE) enabled

Question 9

An administrator needs to identify which CI(s) are affected by a recent network outage. Which table should be queried to find the relationship between CIs and incidents?

Accepted Answer

task_ci. The task_ci table stores the direct relationship between tasks (including incidents) and configuration items (CIs). When an administrator needs to identify which CIs are affected by a specific incident, querying task_ci with the incident's sys_id will return the associated CIs. This table is the standard ServiceNow junction table for linking any task record (such as an incident) to CIs.

Answer

cmdb_ci

Answer

sys_ci_relation

Answer

cmdb_rel_ci

Question 10

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.

Answer

Flow Designer

Answer

Instance Dashboard

Question 11

An administrator notices that a scheduled import set runs successfully, but the imported records do not appear in the target table. The import log shows no errors. What is the most likely cause?

Accepted Answer

The transform map has no field mappings defined. When an import set runs successfully with no errors but records do not appear in the target table, the most likely cause is that the transform map has no field mappings defined. Without field mappings, the transform map cannot map source fields to target table columns, so no data is written to the target table even though the import set job completes without errors.

Answer

The coalesce field is set incorrectly

Answer

The import set run was scheduled during off-hours

Answer

The data source has been aborted

Question 12

A company has a custom table 'u_asset' and wants the 'Asset' module in the application navigator to show only records where 'active=true'. How can this be achieved?

Accepted Answer

Set a condition on the 'Filter' property of the module. The 'Filter' property on a module in the application navigator allows you to define a condition (e.g., 'active=true') that restricts which records from the underlying table are displayed when the module is clicked. This is the standard method for scoping module results without altering security or user interface behavior globally.

Answer

Use an ACL to restrict access

Answer

Create a UI policy on the table

Answer

Add a client script to the list

Question 13

Which THREE are correct about form views? (Choose three.)

Accepted Answer

A form view defines which fields are displayed and their layout.. Form views in ServiceNow are the primary mechanism for controlling which fields appear on a form and how they are arranged (e.g., order, sections, and visibility). The view definition is stored in the 'sys_ui_view' table and can be customized per table to tailor the user experience without altering the underlying data model.

Answer

Form views can be imported from other instances.

Answer

A form view can only contain one section.

Question 14

A company has implemented a service catalog for IT requests. The catalog item 'New Laptop' includes variables for hardware specifications. After submission, the request is assigned to the hardware team. However, the hardware team reports that they cannot see the user's preferred operating system choice. What is the most likely cause?

Accepted Answer

The catalog item variable is not mapped to the corresponding task variable.. In ServiceNow, when a catalog item is submitted, the requested item (RITM) is created. If the catalog item is configured to generate a task (e.g., for the hardware team), the variables from the catalog item must be explicitly mapped to the task via the 'Variable Mappings' related list on the task's variable model or the catalog item's task configuration. Without this mapping, the operating system variable's value is stored only on the RITM and is not passed to the task, making it invisible to the hardware team. Option A correctly identifies this missing mapping as the root cause.

Answer

The user did not fill in the variable.

Answer

The variable is not added to the 'Request' form.

Answer

The variable is not set to 'Mandatory'.

Question 15

Which THREE elements are required when creating a new report in the Reporting module? (Choose three.)

Accepted Answer

Report name. Every report in ServiceNow must have a unique Report name to identify and save it in the Reporting module. Without a name, the system cannot store or retrieve the report, and the Save button remains disabled until a name is provided.

Answer

Condition

Answer

Group by field

Question 16

A notification is configured to send an email when an incident is assigned to a user. However, users are receiving duplicate emails. Which of the following is the most likely cause?

Accepted Answer

The notification has 'Who will receive' set to both 'Assigned user' and 'User in group'.. When 'Who will receive' is set to both 'Assigned user' and 'User in group', the notification can be sent to the same user twice if that user is both the assigned user and a member of the group. This is a common cause of duplicate emails in ServiceNow notifications, as the system evaluates each recipient list independently and sends separate emails.

Answer

The notification is triggered by a business rule that runs on after update.

Answer

The notification has two separate conditions that both evaluate to true.

Answer

The notification is set to 'Send for each record' and the record is being updated multiple times.

Question 17

A company wants to allow users to request IT equipment through the service portal. They need a catalog item that includes a variable for selecting a laptop model, and the request should be automatically assigned to the hardware team. What is the best way to accomplish the automatic assignment?

Accepted Answer

Create an assignment rule with the condition matching the catalog item.. Assignment rules in ServiceNow are specifically designed to automatically populate the 'Assigned to' field based on conditions such as the catalog item. By creating an assignment rule with a condition matching the catalog item (e.g., 'cat_item = IT Laptop Request'), the system will automatically assign the resulting request to the hardware team upon submission, without requiring additional scripting or manual intervention.

Answer

Create a business rule on the request table that assigns upon submission.

Answer

Set the 'Assigned to' field in the catalog item definition.

Answer

Use Flow Designer to assign based on the catalog item.

Question 18

An administrator notices that a scheduled flow designed to send approval reminders is not triggering. The flow is set to run on the sysapproval_approver table with a condition of 'state = requested'. What is the most likely cause?

Accepted Answer

The flow's trigger type is 'Data Trigger' and not scheduled. A scheduled flow that is not triggering on the sysapproval_approver table despite a valid condition most likely has its trigger type set to 'Data Trigger' instead of 'Scheduled'. A scheduled flow requires the trigger type to be explicitly set to 'Scheduled' to run at defined intervals; if it is set to 'Data Trigger', it will only execute on record creation or update, not on a time-based schedule.

Answer

The flow is deactivated

Answer

The flow is scoped incorrectly

Answer

The condition is incorrect

Question 19

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. Business Rules in ServiceNow are server-side scripts that execute before or after a database operation, and they are commonly used to validate data before the record is saved. By using the 'Before' order, a business rule can check field values and abort the save if validation fails, ensuring data integrity.

Answer

They are executed on the client side to improve performance

Answer

They automatically fire on every record in the database when created

Question 20

An administrator wants to create a dashboard with multiple reports that automatically refresh every 5 minutes. Which feature should be used?

Accepted Answer

Dashboard with auto-refresh property. A dashboard in ServiceNow can have its auto-refresh property set to a specific interval, such as every 5 minutes, which automatically refreshes all reports on the dashboard simultaneously. This meets the administrator's requirement without manual intervention or additional scheduling.

Answer

Homepage with iframe

Answer

Performance Analytics indicator

Answer

Report scheduling