SNOW-CSA Multiple Select — 20 Questions

Question 1

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 2

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 3

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 4

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.

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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 5

An administrator is troubleshooting an import that is failing silently. The import set rows show 'Processed' with no errors, but no records are created or updated in the target table. Which THREE areas should the admin investigate?

Accepted Answer

Check if the coalescing field is set correctly in the transform map.. The coalescing field in the transform map determines how ServiceNow matches incoming records to existing records in the target table. If the coalescing field is misconfigured or missing, the import may appear to process successfully (rows show 'Processed') but no records are created or updated because the system cannot identify which records to insert or update, leading to a silent failure.

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Check if the target table has a 'sys_id' field.

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Check if the import set table is set as the target table.

Question 6

Which TWO conditions must be met for a UI Policy to run on a form?

Accepted Answer

The condition script must return true. A UI Policy's condition script must evaluate to true for the policy to execute its actions on the form. The condition script is a server-side script that returns a boolean value; if it returns true, the UI Policy's actions (such as setting fields mandatory, visible, or read-only) are applied. Without a true condition, the UI Policy will not run, regardless of other settings.

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The form must be in edit mode

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The user must have the admin role

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The UI Policy must be set to 'Run on load'

Question 7

An administrator is setting up an import set to load data from a CSV file into the Incident table. Which TWO of the following are required steps in the import process?

Accepted Answer

Create an import set table to store the imported data.. An import set table must be created to temporarily store the raw data from the CSV file before any transformation occurs. This table acts as a staging area, allowing the system to hold the imported records and then apply a transform map to map and move the data into the target Incident table. Without an import set table, there is no structure to receive the incoming CSV data.

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Schedule the import to run automatically.

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Use the Import Set Row API to create a transform map.

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Create a data lookup table to standardize values.

Question 8

Which TWO of the following are valid ways to modify the layout of a form in ServiceNow?

Accepted Answer

Using the Form Designer. The Form Designer is the dedicated tool in ServiceNow for modifying form layouts, including rearranging fields, adding sections, and configuring field properties. It provides a drag-and-drop interface to control the position and visibility of fields on a form, making it a primary method for layout changes.

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Creating an Access Control Rule (ACL)

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Modifying the Dictionary Override

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Creating a report on the table

Question 9

Which TWO of the following are true about business rules in ServiceNow? (Choose two.)

Accepted Answer

They can be configured to run 'before' or 'after' a database operation.. Option B is correct because ServiceNow business rules support a 'when' setting that determines execution timing relative to the database operation, with the primary choices being 'before' (runs before the record is saved to the database) and 'after' (runs after the record is saved), plus 'async' and 'display' variants. Option D is correct because business rules can be triggered on specific database events, and the available 'when' triggers include display, before insert/update/delete/query, after insert/update/delete/query, and async, allowing logic to run on those operations. Option A is incorrect because business rules can exist in scoped applications, not only the global scope. Option C is incorrect because scheduling is handled by scheduled jobs (or scheduled script executions), not by business rules. Option E is incorrect because business rules execute server-side; client-side immediate feedback is provided by client scripts, UI policies, or catalog client scripts.

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They are only available in the global scope.

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They can be scheduled to run at specific times.

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They run on the client side to provide immediate feedback.

Question 10

Which TWO are benefits of using Service Catalog with Record Producers?

Accepted Answer

Ability to create records in any table. Record Producers can be configured to create records in any table, not just the task or incident tables. This allows organizations to automate record creation across custom tables, extending the flexibility of Service Catalog beyond standard ITSM processes.

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No need to design a flow

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Support for order guides

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Automatic variable creation

Question 11

Which TWO of the following are benefits of using Service Catalog record producers to automate request fulfillment?

Accepted Answer

They allow administrators to define variables to capture user input.. Option D is correct because record producers let an administrator define variables (such as reference, choice, or string fields) that capture the user's input and map it into the fields of the record being created, which is the core mechanism for gathering request data. Option E is correct because record producers can be configured with a catalog task or workflow that automatically generates catalog tasks assigned to the appropriate fulfillment group, driving the request through to completion. Option A is not correct because record producers create records (for example, incidents or requests) from user input; they do not automatically author knowledge articles from submissions. Option B is not correct because record producers are typically custom-built by administrators rather than delivered as pre-configured base-system items. Option C is not correct because SLA compliance is governed by SLA definitions and workflows, not by the record producer itself.

Answer

They automatically create knowledge articles from user submissions.

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They are delivered as pre-configured items in the base system.

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They enforce SLA compliance automatically.

Question 12

A new administrator needs to view the relationships between CIs. Which TWO tables store information about CI relationships? (Select two.)

Accepted Answer

cmdb_rel_type. In ServiceNow, CI relationships are stored using two tables: cmdb_rel_type (option B), which defines the types of relationships that can exist between CIs (such as 'Depends on' or 'Contains'), and cmdb_rel_ci (option C), which stores the actual relationship records linking one CI to another. Option B is correct because it provides the relationship type definitions referenced by relationship records, and option C is correct because it is the table where the parent-child or dependency links between CIs are actually recorded. Option A (cmdb_ci_service) is a CMDB CI class table for business services, not a relationship table. Option D (cmdb_ci) is the base CI table holding CI records themselves, not their relationships. Option E (cmdb_ci_relationship) is not the correct table name used by ServiceNow for storing CI relationships.

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cmdb_ci_service

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cmdb_ci

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cmdb_ci_relationship

Question 13

Which two statements about UI Policies are true? (Choose two.)

Accepted Answer

They can be used to set field values.. UI Policies can set field values on the client side using the 'Set field values' section within the UI Policy configuration. This allows administrators to automatically populate or modify field values based on conditions, such as setting a category field when a certain priority is selected, without requiring a server round trip.

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They are always executed on form load.

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They can be used to cancel a form submission.

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They run on the server side.

Question 14

Which two of the following are built-in actions in Flow Designer that require no script to configure? (Choose two.)

Accepted Answer

Send an email. The Send Email action in Flow Designer is a pre-built, out-of-box action that requires no scripting. It allows you to configure email recipients, subject, and body using a graphical interface, leveraging the platform's notification engine without any JavaScript.

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Execute a JavaScript script

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Schedule a flow trigger

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Create a report

Question 15

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.

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Define a filter condition for the module's menu.

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Set the default view for a form.

Question 16

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.

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

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

Question 17

Which THREE actions can be performed using UI policies? (Choose three.)

Accepted Answer

Make a field read-only. UI policies in ServiceNow are client-side rules that dynamically change the behavior of form fields at runtime, and option B (make a field read-only) is correct because a UI policy action can set the 'Read only' attribute to true so users cannot edit the field. Option C (make a field mandatory) is correct because UI policies can toggle the 'Mandatory' attribute, forcing the user to populate the field before saving. Option E (hide a field) is correct because UI policies can set the 'Visible' attribute to false, removing the field from the form display. Option A (set a field's default value) is not a UI policy action — default values are configured via the dictionary Default value or a before-insert business rule/script, not UI policies. Option D (create a new field on the form) is not a UI policy action — fields are created by adding columns to the table (dictionary entries) and placing them on the form via the form designer/layout, not through UI policies.

Answer

Set a field's default value

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Create a new field on the form

Question 18

Refer to the exhibit. A ServiceNow administrator has created an SLA definition for critical incidents. Which TWO statements accurately describe the behavior of this SLA?

Accepted Answer

The SLA will start when an incident with priority 1 is created.. The SLA definition is configured to start when an incident is created with priority 1, as indicated by the 'Start condition' set to 'Priority is 1' and 'Start type' set to 'Created'. Option E is correct because the 'Stop condition' is set to 'State is 6 (Resolved)', which means the SLA timer will stop once the incident reaches the Resolved state.

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The SLA will reset if the incident priority changes to a higher value.

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The SLA will pause when the incident is placed on hold (state=3).

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The SLA applies to incidents with priority 1 and priority 2.

Question 19

Which TWO are best practices for managing catalog items in a ServiceNow instance?

Accepted Answer

Test catalog items in a sub-production instance before moving to production. Testing catalog items in a sub-production instance (e.g., a development or test instance) before moving them to production is a fundamental best practice in ServiceNow. This allows you to validate variable behavior, workflow logic, and UI policies without risking disruption to live users. ServiceNow recommends using update sets or application repositories to promote tested catalog items from a sub-production instance to production.

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Assign each catalog item to exactly one category

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Clone production catalog items to test instance for testing

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Use database views to display catalog item details

Question 20

Which THREE of the following are best practices for CMDB data maintenance? (Choose exactly 3.)

Accepted Answer

Scheduled reconciliation to identify and merge duplicates. Option A is correct because scheduled reconciliation compares CMDB records against authoritative sources and identifies duplicate or stale CIs, allowing them to be merged or retired so the CMDB stays accurate and trustworthy. Option D is correct because regular data certification requires CI owners to review and attest to the accuracy of their records, which enforces accountability and catches data-quality drift before it affects ITIL processes like incident and change management. Option E is correct because imported data (for example, from discovery, asset feeds, or HR systems) becomes stale over time, so defining data refresh schedules keeps attributes such as owner, location, and status current. Option B is wrong because disabling discovery removes the automated source of truth and guarantees the CMDB will drift out of date, and Option C is wrong because manually updating all CI attributes is error-prone, unscalable, and defeats the purpose of automated discovery and reconciliation.

Answer

Disabling discovery for all CIs to prevent changes

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Manually updating all CI attributes