SNOW-CSA Practice Questions 2 — 50 Questions

Question 1

A company wants to block all update operations on the 'problem' table for users with only the 'itil' role, except for the user who created the record. Which ACL configuration should be used?

Accepted Answer

Create an ACL with type 'record', operation 'write', role 'itil', condition script 'current.created_by != gs.getUserID()', and set 'Requires role' true.. Option C is correct because it uses a condition script that denies write access to users with the 'itil' role when the current record's creator is not the logged-in user. The ACL type 'record' with operation 'write' and 'Requires role' checked ensures that only users with the 'itil' role are evaluated, and the condition script 'current.created_by != gs.getUserID()' returns true for users who did not create the record, thus blocking their update operations. This matches the requirement to block all updates except for the record creator.

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Create an ACL with type 'record', operation 'write', role 'itil', condition script 'current.assignment_group == gs.getUser().getMyGroups()', and set 'Requires role' true.

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Create an ACL with type 'record', operation 'write', role 'itil', condition script empty, and uncheck 'Requires role'.

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Create an ACL with type 'record', operation 'write', role 'itil', condition script 'current.created_by == gs.getUserID()', and set 'Requires role' true.

Question 2

A transform map for importing incidents uses a co-paste field mapping for 'short_description' that references the source field 'caller_id'. The import fails with the error shown. What is the most likely cause?

Accepted Answer

The import set does not contain a column named 'caller_id'. The error indicates that the transform map is trying to reference a source field named 'caller_id' via a co-paste field mapping, but the import set table does not contain a column with that name. Co-paste mappings combine source fields from the import set row, so if 'caller_id' is missing from the import set columns, the transform engine cannot find the data and fails. Option B correctly identifies that the import set lacks the required column.

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The 'caller_id' field in the target table is read-only

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The target table 'incident' does not have a 'caller_id' field

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The co-paste function cannot combine more than two fields

Question 3

A junior administrator configures the above business rule and ACL. When a user without any role opens an incident with category 'database' and state 1, the priority is set to 1 correctly. However, the user cannot view the incident record. What is the most likely reason?

Accepted Answer

The ACL requires a role (empty role list means no role requirement? Actually requires role checked, but no roles listed means any authenticated user, but unauthenticated? The user has no role, and condition fails because assignment group mismatch.. Option C is correct because the ACL condition checks if the assignment group's sys_id matches a value, but the user has no role and the assignment group field likely stores the display value (group name) rather than the sys_id. This mismatch causes the ACL to deny read access, even though the business rule sets the priority correctly. The empty role list in the ACL means no roles are required, but the condition still fails due to the sys_id vs. display value mismatch.

Answer

The ACL condition uses sys_id of assignment group, but the field stores display value.

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The business rule runs before insert, but the ACL check occurs after insert.

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The business rule order (100) is too low and another rule overrides the priority.

Question 4

Which TWO of the following are valid ways to trigger an SLA in ServiceNow? (Choose exactly 2.)

Accepted Answer

When a new incident is created with a specific category. Option B is correct because ServiceNow SLAs can be triggered by a condition defined in an SLA definition, such as when a new incident is created with a specific category. This is achieved by configuring the 'Start Condition' on the SLA definition to evaluate field values like 'Category' upon record creation.

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When a task is not updated for 24 hours

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When a scheduled job runs at a specific time each day

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Automatically for every record in the incident table

Question 5

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 in ServiceNow is always scoped to a specific table; it cannot execute without being associated with one. The rule's 'Table' field defines the database table on which the rule triggers, and the platform checks this association before any execution logic runs.

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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 6

A ServiceNow administrator needs to create a report that shows the number of incidents opened each month for the last 12 months. The report should display a bar chart with months on the x-axis and count on the y-axis. Which report type and grouping should the administrator use?

Accepted Answer

Bar chart, group by Month on the Opened field. Option A is correct because a bar chart is ideal for comparing discrete categories (months) over time, and grouping by Month on the Opened field aggregates incident counts per month. This meets the requirement of showing the number of incidents opened each month for the last 12 months with months on the x-axis and count on the y-axis.

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List report, sort by Opened

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Pie chart, group by Month on the Opened field

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Line chart, group by Day on the Opened field

Question 7

An administrator imports data from a CSV file into the 'cmdb_ci' table using a transform map. The import set row contains fields 'name', 'serial_number', and 'manufacturer'. The transform map has a field mapping for 'name' with a co-paste of 'name' and 'serial_number'. Another mapping for 'serial_number' uses a script to concatenate 'SN-' prefix. The 'manufacturer' field is not mapped. After the import, the resulting 'name' field contains 'Laptop123, SN-12345' and 'serial_number' contains 'SN-12345'. Which statement best describes the outcome?

Accepted Answer

The 'name' field contains 'Laptop123, SN-12345' and 'serial_number' contains 'SN-12345'. The transform map's field mapping for 'name' uses a co-paste of 'name' and 'serial_number', which concatenates the source values with a comma and space, resulting in 'Laptop123, SN-12345'. The mapping for 'serial_number' uses a script that adds the 'SN-' prefix to the source 'serial_number' value, producing 'SN-12345'. The unmapped 'manufacturer' field is simply ignored during import, causing no failure. Therefore, the outcome matches option B exactly.

Answer

The import fails because the 'manufacturer' field is not mapped

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The 'name' field contains 'Laptop123, 12345' because the script for 'serial_number' overrides the co-paste for 'name'

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The 'serial_number' field remains '12345' because the co-paste mapping for 'name' consumed the source field

Question 8

An organization wants to allow managers to approve requests from their direct reports through the mobile app. Which type of approval rule should be configured?

Accepted Answer

Approval - Manager. The Approval - Manager rule is correct because it automatically routes approval requests to the manager of the requester based on the manager relationship defined in the user record. This rule is specifically designed for scenarios where managers need to approve requests from their direct reports, leveraging the built-in manager hierarchy in ServiceNow.

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User approval

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Role approval

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Group approval

Question 9

A developer writes the script include above to create an approval record. When the method is called from a business rule on the requested item table, the approval is created but assigned to the wrong user. What is the most likely cause?

Accepted Answer

The method uses gs.getUser() which returns the current user running the script, not the intended approver. The script uses `gs.getUser()` to set the approver, which returns the user currently running the script (the system user or the user triggering the business rule), not the intended approver. In ServiceNow, `gs.getUser()` retrieves the session user, which in a business rule context is the user who triggered the rule, not necessarily the user who should approve the request. To assign the correct approver, the script should reference a field from the current record (e.g., `current.approver`) or use a specific user sys_id.

Answer

The method should use 'new GlideRecord' instead of 'var gr'

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The method is not using the correct GlideRecord table name

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The method should call rec.update() after inserting the approval

Question 10

A user reports that after clicking 'New' on the incident module, the form loads but the 'Category' field is missing. Other users see the field. What is the most likely cause?

Accepted Answer

The user has a personal form layout that removed the field. Option C is correct because the user's personal form layout can override the default form view, removing fields like 'Category' for that specific user while others see the field. This is a common scenario where a user has customized their own form layout, either intentionally or accidentally, by dragging the field off the form or using the personalization options.

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The field is hidden by a UI policy

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The field is not in the default form view

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The user's role does not have read access to the field

Question 11

An administrator wants to create a new view called 'Mobile View' for the incident form to optimize it for mobile devices. Where should this view be created?

Accepted Answer

On the 'incident' table record under 'Views'. Option B is correct because views for specific tables, such as the 'incident' table, are created directly on the table record under the 'Views' related list. This allows the administrator to define a custom layout optimized for mobile devices, which is then stored as a 'sys_ui_view' record associated with the table. The platform uses this view when the 'Mobile View' is selected or when the form is accessed from a mobile device.

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On the 'sys_ui_section' table

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In the 'sys_ui_view' table directly

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In the 'Application Navigator' module

Question 12

An administrator needs to ensure that when a user changes the 'State' field to 'Resolved' on an incident form, the 'Resolution Notes' field becomes mandatory. What should be configured?

Accepted Answer

UI policy. A UI policy is the correct choice because it allows you to make a field mandatory based on a condition on the same form without requiring a server round-trip. When the 'State' field changes to 'Resolved', the UI policy can set the 'Resolution Notes' field to mandatory, and it runs client-side in real-time as the user interacts with the form.

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Business rule

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Client script with onChange event

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Data policy

Question 13

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. Option B is correct because 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)

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Scheduled Discovery jobs

Question 14

A consultant is designing the CMDB for a large enterprise. The company wants to track relationships between business services, applications, and infrastructure components. Which relationship model should be used to represent that a business service depends on an application, which in turn depends on a server?

Accepted Answer

Dependency relationship (structural). A dependency relationship (structural) is the correct model because it explicitly captures the directional 'depends on' nature of the chain: a business service relies on an application, which in turn relies on a server. In ServiceNow CMDB, structural dependency relationships (e.g., 'Depends on' or 'Used by') are designed to represent these hierarchical, transitive dependencies between CIs, enabling impact analysis and root cause mapping.

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Membership relationship

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Ownership relationship

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Connectivity relationship

Question 15

During a CMDB health review, an administrator finds that many CI records have the same serial number but different names and IP addresses. What is the most likely root cause?

Accepted Answer

The identification rule for the CI class does not include the serial number.. The correct answer is C because the identification rule determines which fields are used to uniquely identify a CI. If the serial number is not included in the identification rule, the CMDB cannot detect duplicates based on serial number, allowing multiple CIs with the same serial number but different names and IP addresses to be created. This is a common misconfiguration that leads to CI proliferation and data inconsistency.

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The CMDB has a scheduled job that deletes old CIs.

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The CI class has a unique constraint on the name field.

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The reconciliation rule is set to 'Create' instead of 'Update'.

Question 16

An administrator inspects the IRE log and sees the exhibit. The IRE created a new CI despite finding a match on serial_number. What is the most likely reason?

Accepted Answer

The identification rule for cmdb_ci_server does NOT include serial_number.. Option C is correct because the IRE uses identification rules to determine which attributes are used for matching CIs. If the identification rule for cmdb_ci_server does NOT include serial_number, then even though a match on serial_number exists, the IRE will not consider it a match and will create a new CI. The IRE only reconciles based on the attributes defined in the identification rule.

Answer

The identification rule for cmdb_ci_server includes serial_number.

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The IRE is configured to always create new records regardless of matches.

Answer

The existing CI has a different name, so IRE considers it a different CI.

Question 17

Which TWO of the following are valid CI relationship types in ServiceNow?

Accepted Answer

Member of. Option C is correct because 'Member of' is a predefined CI relationship type in ServiceNow's CMDB, used to indicate that a CI belongs to a group or cluster, such as a server being a member of a cluster. This relationship is part of the standard CMDB relationship model and is commonly used for grouping CIs like applications, clusters, or business services.

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Uses

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Connects to

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Owns

Question 18

A company is using multiple data sources (Discovery, SCCM, and manual imports) to populate the CMDB. They notice that some CI attributes are being overwritten incorrectly. Which feature should be used to define which data source is authoritative for specific attributes?

Accepted Answer

Identification and Reconciliation Engine (IRE) with reconciliation rules. The Identification and Reconciliation Engine (IRE) with reconciliation rules is the correct feature because it allows administrators to define which data source is authoritative for specific CI attributes. When multiple sources populate the CMDB, reconciliation rules determine the priority of data sources, ensuring that attributes from a higher-priority source overwrite those from lower-priority sources, preventing incorrect overwrites.

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CMDB Data Source rules

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Import set transform maps

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Business rules with condition on source field

Question 19

An administrator runs a CMDB health report for the CI class cmdb_ci_server and sees the exhibit. Which attribute is the highest priority to populate first?

Accepted Answer

Serial number (serial_number). The CMDB health report shows that the serial_number attribute has the lowest population percentage (e.g., 45%) compared to other attributes. Serial numbers are critical for hardware asset identification, warranty validation, and integration with external asset management systems. Populating serial_number first ensures accurate CI identification and reduces duplicate or orphaned records, which is a foundational step in CMDB data quality.

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Operating system (os)

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Model ID (model_id)

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Manufacturer

Question 20

An administrator discovers that a scheduled discovery job is creating duplicate CI records for the same physical server. The server has two IP addresses (one for management, one for production). What is the most likely cause?

Accepted Answer

The identification rule for the CI class does not include a unique hardware identifier like serial number.. Option C is correct because ServiceNow's CMDB uses identification rules to determine whether a discovered CI is new or matches an existing record. For a physical server with multiple IP addresses, the identification rule must include a unique hardware identifier such as a serial number (e.g., from SMBIOS) to prevent duplicate CIs. Without that, the system may treat each IP address as a separate CI, even though they belong to the same server.

Answer

The discovery schedule is set to run too frequently.

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The discovery job is configured to scan only the management IP.

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The server has too many IP addresses for discovery to handle.