SNOW-CSA Practice Test 9 — 10 Questions

Question 1

Which TWO actions can an administrator perform using the 'Application Navigator' module (sys_app_module)? (Choose two.)

Accepted Answer

Change the order of modules within a menu.. Option A is correct because the Application Navigator module record (sys_app_module) includes an Order field that controls the sequence in which modules appear within their parent menu, so an administrator can change the order of modules within a menu. Option D is correct because a sys_app_module record can be configured as a Link type, where the Link type field lets you point the module to a specific URL or to a report, rather than to a table list or a record. Options B, C, and E are not actions performed through the Application Navigator module: UI Policies are separate records (sys_ui_policy) that control form field visibility and behavior, filter conditions for a module are set on the module's associated list/filter, not as a UI Policy, and the default form view is configured through form view and sys_user_preference settings, not the sys_app_module record.

Answer

Create a UI Policy that shows or hides the module.

Answer

Define a filter condition for the module's menu.

Answer

Set the default view for a form.

Question 2

A large enterprise uses ServiceNow for IT Service Management. They have recently configured SLA definitions for incident management with a 4-hour resolution time during business hours (Monday-Friday, 8 AM to 6 PM, excluding holidays). The SLA is triggered when an incident is created with priority=2 and assigned to the 'Hardware Support' group. After one week, the IT manager notices that some priority=2 incidents assigned to 'Hardware Support' are not showing any SLA timer. Upon investigation, you find that the incidents were created on weekends and the SLA condition includes 'Assigned to group is Hardware Support'. The SLA definition has 'Start condition' set to 'State changes to In Progress' and 'Pause condition' set to 'State changes to On Hold'. The incidents were created with state 'New' and then assigned to the group, but they remain in 'New' state. How should you fix the issue so that the SLA starts correctly?

Accepted Answer

Change the start condition to trigger on incident creation or when assigned to group. The SLA start condition is currently set to 'State changes to In Progress', but the incidents remain in 'New' state after being assigned to the group. Since the SLA is not starting, you need to change the start condition to trigger on incident creation or when assigned to the group, ensuring the SLA timer begins even if the state does not change to In Progress.

Answer

Remove the pause condition so the SLA continues even when on hold

Answer

Update the condition to include 'Assigned to group is Hardware Support AND Priority is 2'

Answer

Modify the SLA schedule to include weekends

Question 3

A ServiceNow administrator notices that the CMDB contains duplicate CI records for the same server. The duplicates were created by different discovery sources. Which TWO actions should the administrator take to resolve this issue and prevent future duplicates? (Choose two.)

Accepted Answer

Use the 'Reconcile' operation in the CMDB Workspace to manually merge the duplicates.. The 'Reconcile' operation in the CMDB Workspace allows an administrator to manually review and merge duplicate CI records, which is necessary when duplicates are created by different discovery sources and automatic rules cannot resolve the conflict. This action directly resolves the existing duplicate records by consolidating them into a single authoritative CI.

Answer

Run the 'Remove Duplicate CIs' scheduled job with the 'Delete' flag enabled.

Answer

Set the 'Identification Engine' to automatically merge duplicate CIs based on serial number.

Answer

Update the discovery source rules to exclude the duplicate server from future discovery.

Question 4

When creating a new form section, which configuration ensures the section appears on the form for all users?

Accepted Answer

Roles field left blank. Leaving the Roles field blank on a form section means no role restrictions are applied, making the section visible to all users by default. In ServiceNow, form sections are controlled by the 'Roles' field; if it is empty, the section is not filtered by any role and appears for everyone. This is the standard configuration for universal visibility.

Answer

Visibility set to 'Everyone'

Answer

Condition set to true

Answer

Order set to 1

Question 5

Refer to the exhibit. An administrator runs this script in a background script. What is the effect?

Accepted Answer

It approves all pending approvals for the current user.. The script uses `GlideRecord` to query the `sysapproval_approver` table for records where `approver` equals the current user's sys_id and `state` is 'pending'. It then sets each record's `state` to 'approved' and updates it. This approves only the pending approvals assigned to the current user, not all approvals in the system.

Answer

It approves all approvals in the system.

Answer

It will cause an infinite loop.

Answer

It will fail because 'approval_for' is not a valid field.

Question 6

Which of the following best describes the purpose of a 'Script Include' in ServiceNow?

Accepted Answer

To encapsulate reusable server-side logic. A Script Include in ServiceNow is designed to encapsulate reusable server-side logic that can be called from other server-side scripts, such as Business Rules, Scheduled Jobs, or other Script Includes. It promotes code modularity and reusability by defining functions or classes that execute on the server instance, not on the client. Option D correctly identifies this core purpose.

Answer

To run automated actions on a schedule

Answer

To set field values dynamically based on conditions

Answer

To define client-side behavior when a form loads

Question 7

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

Accepted Answer

Navigate to System Definition > Business Rules, then Click 'New', then Configure rule (name, table, condition, order), then Write script, set Active, and Submit. The correct order starts by navigating to System Definition > Business Rules to access the Business Rules module. Then click 'New' to create a new rule. Next, configure the rule by setting the name, table, condition, and order to define when it runs. After configuration, write the script that contains the logic to execute. Finally, set the rule as active and click Submit to save and enable it. This sequence ensures that the rule is properly defined before writing the script and that all settings are complete before activating.

Answer

Click 'New', then Navigate to System Definition > Business Rules, then Configure rule, then Write script and Submit

Answer

Navigate to System Definition > Business Rules, then Configure rule, then Click 'New', then Write script and Submit

Answer

Navigate to System Definition > Business Rules, then Click 'New', then Write script, then Configure rule and Submit

Question 8

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 9

A company has a catalog item that allows users to request a new laptop. The item has a variable for 'Laptop Model' which is a reference to the 'cmdb_ci_computer' table. Recently, users have been complaining that they are seeing laptops that are not available (e.g., already assigned or retired). The administrator wants to filter the variable to show only laptops that are in stock and not assigned. Which approach should the administrator take?

Accepted Answer

Add a reference qualifier to the variable that filters by 'install_status' and 'assigned_to' is empty.. A reference qualifier on the variable allows the administrator to define a condition that filters the records shown in the reference field. By setting the qualifier to filter where 'install_status' indicates 'In Stock' and 'assigned_to' is empty, only available laptops are displayed to users. This directly addresses the requirement without altering data or permissions.

Answer

Configure ACLs to hide assigned laptops from users.

Answer

Set a default value on the variable to a valid laptop.

Answer

Create a business rule that deletes assigned laptops from the table.

Question 10

A service desk manager wants to create a report showing the number of incidents resolved within SLA for each assignment group over the last 30 days. Which report type should be used?

Accepted Answer

Bar chart grouped by assignment group with color for SLA status. A bar chart grouped by assignment group with color for SLA status allows the manager to see both the count of incidents per group and how many were resolved within versus outside SLA. This directly answers the requirement to show 'the number of incidents resolved within SLA for each assignment group' over the last 30 days.

Answer

Line chart of daily resolved incidents

Answer

Bar chart showing total incidents per group

Answer

Pie chart showing SLA compliance percentage