SNOW-CSA Reporting, SLA and Imports Practice Test 2 — 15 Questions

Question 1

An SLA is paused due to a pause condition. The administrator wants to permanently stop tracking SLA for a specific incident. What should be done?

Accepted Answer

Set the SLA state to 'Cancelled' on the indicator.. Setting the SLA state to 'Cancelled' on the indicator permanently stops tracking for that specific incident without affecting other incidents or the SLA definition. This action marks the SLA as no longer applicable, and the system will not continue to calculate or update the SLA for that record.

Answer

Remove the incident from the SLA definition condition.

Answer

Set the SLA definition to inactive.

Answer

Delete the SLA record from the SLA table.

Question 2

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 3

An SLA definition has a duration of 8 hours and a schedule of 9am-5pm weekdays. An incident is updated to a state that triggers the SLA at 3pm on Friday. What is the expected breach time?

Accepted Answer

3pm Monday. The SLA is defined with a duration of 8 hours and a schedule of 9am-5pm weekdays. The incident triggers the SLA at 3pm on Friday. Since the SLA clock only runs during the defined schedule (9am-5pm weekdays), only 2 hours of the 8-hour duration are consumed on Friday (3pm to 5pm). The remaining 6 hours must be completed starting at 9am on Monday, resulting in a breach time of 3pm on Monday.

Answer

11am Monday

Answer

7pm Friday

Answer

9am Monday

Question 4

Refer to the exhibit. An SLA definition has the condition shown. An incident is created with state=2, category='network', assignment_group=null, and caller_id=user1. Will the SLA start?

Accepted Answer

No, because the assignment_group is empty.. The SLA definition includes a condition that requires assignment_group to be populated. Since the incident has assignment_group=null, the condition is not fully met, and the SLA will not start. SLAs in ServiceNow only start when all conditions in the definition are satisfied; a null value for a required field causes the condition to fail.

Answer

No, because the caller_id condition is not met.

Answer

No, because the category does not match.

Answer

Yes, because the condition is partially met.

Question 5

Refer to the exhibit. An import set has a row with short_description='Test', category='network', and number='INC001'. The target table has an existing record with number='INC001' and description='Old Desc'. What will happen when the transform runs?

Accepted Answer

The existing record is updated with description='Test'.. The transform uses the coalesce field 'number' to match the incoming record (number='INC001') with the existing target record (number='INC001'). Since a match is found, the transform performs an update operation. The short_description field from the import set row ('Test') is mapped to the description field on the target table, so the existing record's description is updated to 'Test'.

Answer

The transform fails due to coalesce conflict.

Answer

A new record is created.

Answer

No action because coalesce field is invalid.

Question 6

Refer to the exhibit. A scheduled report is configured as shown but does not execute. What is the most likely cause?

Accepted Answer

The state is set to 'ready' instead of 'active'.. A scheduled report must have its state set to 'active' to execute. The 'ready' state indicates the report is configured and ready to run but is not yet enabled for automatic execution. Only reports in the 'active' state will trigger based on their schedule.

Answer

The time_of_day is set incorrectly.

Answer

The frequency is set to daily but the report is not scheduled.

Answer

The report lacks required roles.

Question 7

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 8

A company has an SLA definition that starts when the state is 'New' and pauses when the state is 'On Hold'. A task is created with state 'New' at 10:00 AM. At 10:30 AM, the state is changed to 'In Progress'. At 11:00 AM, the state is changed to 'On Hold' for 30 minutes, then back to 'In Progress' at 11:30 AM. The task is resolved at 12:00 PM. The SLA has a 2-hour duration. What is the elapsed time used for SLA compliance?

Accepted Answer

1 hour 30 minutes. The SLA definition starts when the state is 'New' and pauses when the state is 'On Hold'. The task was in 'New' from 10:00 to 10:30 (30 minutes), then 'In Progress' from 10:30 to 11:00 (30 minutes), then 'On Hold' from 11:00 to 11:30 (30 minutes, paused), then 'In Progress' from 11:30 to 12:00 (30 minutes). The total elapsed time for SLA compliance is the sum of non-paused time: 30 + 30 + 30 = 1 hour 30 minutes, which is within the 2-hour SLA duration.

Answer

2 hours

Answer

1 hour 30 minutes from state change to resolve

Answer

1 hour

Question 9

A pivot table report shows 'Number' as the column and 'Assigned to' as the row. The 'Value' field is set to 'Count'. What does each cell represent?

Accepted Answer

The number of incidents assigned to that user. In a ServiceNow pivot table, when 'Number' is the column and 'Assigned to' is the row with 'Value' set to 'Count', each cell counts the number of records (incidents) that have a specific 'Number' value and are assigned to a specific user. This directly corresponds to the number of incidents assigned to that user for that particular number value, making D correct.

Answer

The average number of incidents per group

Answer

The number of tasks closed by each user

Answer

The total number of incidents in the system

Question 10

An import set transform map has a field mapping that uses a 'Run script' action. The script sets a reference field by querying the target table. However, the import fails with a 'Null reference' error. What is the most likely issue?

Accepted Answer

The script is not using the correct record identifier. When a transform map field mapping uses a 'Run script' action to set a reference field, the script must return a valid sys_id (or a GlideRecord object) that corresponds to an existing record in the target table. The 'Null reference' error occurs because the script is not correctly identifying the target record—likely because it is querying with an incorrect identifier (e.g., using a display value instead of sys_id, or querying the wrong field). The script must use the correct record identifier to retrieve the reference record; otherwise, the returned value is null, causing the import to fail.

Answer

The target field is read-only

Answer

The transform map is set to 'Atomic update'

Answer

The coalesce field is set incorrectly

Question 11

Which TWO options are valid ways to schedule a report in ServiceNow?

Accepted Answer

Schedule to run once at a specific time. Option C is correct because ServiceNow scheduled reports support a 'Once' run type, where you specify a single date and time for the report to execute, making 'run once at a specific time' a valid scheduling configuration. Option E is correct because ServiceNow also supports recurring schedules such as 'Weekly,' where you select the day(s) of the week and time for the report to run repeatedly. Option A is not a valid scheduled report frequency in ServiceNow's standard scheduling options (the recurring choices are Daily, Weekly, Monthly, Periodically, and Once), so 'hourly' is not selectable. Option B is incorrect because 'run immediately' is an on-demand execution, not a scheduled run type. Option D is incorrect because scheduled reports run on time-based schedules, not condition-change triggers.

Answer

Schedule to run hourly

Answer

Schedule to run immediately

Answer

Schedule to run only when conditions change

Question 12

Which THREE options are valid fields in an SLA definition?

Accepted Answer

Breach condition. In an SLA definition, the Start condition (E) is the trigger that begins the SLA clock, such as when an incident is created or when it enters a specific state, so it is a valid field. The Stop condition (D) defines when the SLA clock stops, for example when the incident is resolved or closed, making it a valid field. The Breach condition (B) specifies the threshold at which the SLA is considered violated, such as when the elapsed time exceeds the defined target, so it is also valid. Reset condition (A) is not a standard SLA field; while some systems may have pause or reset-like behaviors, the canonical SLA fields are start, stop, and breach conditions. Exclusion condition (C) is likewise not a standard SLA field; exclusions are typically handled through schedules or filters rather than a dedicated SLA condition field.

Answer

Reset condition

Answer

Exclusion condition

Question 13

Which TWO options are true regarding import set transform maps?

Accepted Answer

Transform scripts can access both source and target records. Option A is correct because transform scripts (such as onBefore, onAfter, and onComplete scripts) execute within the transform map's processing context and can reference both the source import set row via the 'source' object and the target record being created or updated via the 'target' object. Option B is correct because coalesce fields define the matching criteria a transform map uses to determine whether an incoming source row corresponds to an existing target record; when a match is found, the transform updates that record rather than inserting a new one. Option C is incorrect because transform maps run in the context of the target table, not the source table, since they write records into the target. Option D is incorrect because coalesce is defined at the transform map level, not per individual field mapping, so all field mappings share the same coalesce field(s). Option E is incorrect because import sets do not automatically deduplicate on sys_id; deduplication only occurs when a coalesce field is explicitly configured on the transform map.

Answer

Transform maps run in the context of the source table

Answer

Each field mapping can have a unique coalesce field

Answer

Import sets automatically deduplicate based on sys_id

Question 14

A high-priority incident is created on Monday at 16:30 (within schedule). The incident is assigned to an agent at 17:00. The state changes to 'In Progress' at 17:30. What is the SLA breach time?

Accepted Answer

17:30. The SLA breach time is calculated as the start time plus the resolution duration, minus any paused time. The start time is 16:30 (creation within schedule). No pauses are specified. However, the resolution duration is not provided in the question. Without this duration, a specific breach time cannot be determined from the given information. Therefore, none of the options (17:00, 16:30, 17:30, 18:00) can be confirmed as the correct breach time.

Answer

17:00

Answer

16:30

Answer

18:00

Question 15

Based on the exhibit, why did the transform create or update zero records?

Accepted Answer

The script on the category field has an error. The script on the category field contains an error that causes the transform to fail silently, resulting in zero records being created or updated. In ServiceNow, a transform script that throws an unhandled exception or returns an unexpected value (e.g., 'false' or 'skip') will abort the mapping for that row, and if it affects all rows, no records are processed. The exhibit likely shows a script that either has a syntax error or logic that prevents any row from passing through the transform map.

Answer

The assigned_to field mapping is missing a coalesce

Answer

The staging table does not match the target table

Answer

The coalesce field is set incorrectly