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

Question 1

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.

Answer

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

Answer

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

Answer

The co-paste function cannot combine more than two fields

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. Option B is correct because 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 company needs to import data from a CSV file into the User table. The CSV includes fields for first name, last name, email, and department. However, the import fails because some email addresses are invalid. Which feature in ServiceNow can be used to prevent invalid emails from being imported?

Accepted Answer

Transform Map with condition scripts. Option C is correct because a Transform Map with condition scripts allows you to validate incoming data before it is written to the target table. In this scenario, you can add a script to the transform map that checks each email address against a regular expression pattern (e.g., RFC 5322) and skips or rejects rows with invalid emails, preventing them from being imported into the User table.

Answer

Data Source configuration

Answer

Import Set Row

Answer

Import Set Table API

Question 4

Which TWO are true about Service Level Agreements (SLAs) in ServiceNow?

Accepted Answer

A Business Rule can be used to pause or cancel an SLA.. Option A is correct because Business Rules in ServiceNow can be configured to pause or cancel an SLA based on specific conditions, such as changes in state or assignment. This is achieved by writing a Business Rule that triggers on the appropriate table (e.g., task) and uses the `stopSLA()` or `pauseSLA()` methods on the SLA record. This allows administrators to automate SLA lifecycle management without manual intervention.

Answer

SLAs are defined per user to track individual performance.

Answer

SLAs can only be created for the Incident table.

Answer

Once an SLA is breached, it is automatically deleted from the system.

Question 5

Drag and drop the steps to configure an outbound email account in ServiceNow into the correct order.

Question 6

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

Question 7

Match each ServiceNow acronym to its full form.

Question 8

Match each ServiceNow UI element to its description.

Question 9

A ServiceNow administrator creates a new report showing incident counts by category. After sharing the report with the IT team, some users report they cannot see the report in their navigation menu. What is the most likely cause?

Accepted Answer

The report is not marked as public.. Option C is correct because reports in ServiceNow are private by default, meaning only the creator can see them. To make a report visible to other users in the navigation menu, the report must be marked as 'Public' in its properties. Without this setting, users without direct access to the report's URL will not see it in their module list.

Answer

The report is scheduled to run at night.

Answer

The users do not have the required roles to view the report.

Answer

The report uses an unsupported chart type.

Question 10

An SLA definition is configured to start when an incident's state changes to 'In Progress'. However, the SLA is not starting for incidents that are moved to 'In Progress'. The incident's assignment group is 'IT Support' and the SLA condition includes an additional filter: 'category = network'. What is the most likely cause?

Accepted Answer

The incident's category is not 'network'.. The SLA condition includes an additional filter requiring 'category = network'. If the incident's category is not set to 'network', the SLA will not start regardless of the state change to 'In Progress'. This is because SLA conditions in ServiceNow are evaluated as a whole; all conditions must be met for the SLA to begin.

Answer

The SLA schedule is set to 24x7 but the incident was created outside business hours.

Answer

The SLA definition has a pause condition that triggers on state change.

Answer

The SLA definition is on the 'task' table instead of 'incident'.

Question 11

An import set row fails with the error 'Coalesce field not found on target table'. What is the most common cause?

Accepted Answer

The coalesce field is not mapped in the transform map.. The 'Coalesce field not found on target table' error occurs when the transform map specifies a coalesce field that is not mapped to any target column in the transform map. The coalesce field is used to determine whether an import set row should update an existing record or create a new one; if the field is not mapped, the system cannot locate it on the target table during the coalesce operation, triggering this error. Option A correctly identifies that the coalesce field is missing from the transform map's field mappings, which is the most common root cause.

Answer

The import set row is missing data in the coalesce field.

Answer

The staging table is incorrectly configured.

Answer

The target table does not have the specified coalesce field.

Question 12

Which two actions should be taken to ensure a dashboard is visible to all members of the 'service_desk' role? (Choose two.)

Accepted Answer

Set the dashboard's visibility to 'Public'.. Setting a dashboard's visibility to 'Public' (Option A) makes it accessible to all users, including those in the 'service_desk' role, without requiring individual ACL entries. This is the simplest method to ensure universal visibility within the instance. Additionally, configuring the 'Can read' ACL (Option D) to explicitly include the 'service_desk' role grants read-level access, which is necessary when the dashboard is not set to Public but must be restricted to specific roles. Together, these actions ensure the dashboard is visible to all members of the 'service_desk' role.

Answer

Add the dashboard to a module in the application menu.

Answer

Publish the dashboard to a homepage.

Answer

Grant the 'report_admin' role to all service desk members.

Question 13

Which three conditions must be met for an SLA to start automatically when a new incident is created? (Choose three.)

Accepted Answer

The incident matches the SLA's conditions.. Option A is correct because an SLA timer will only start automatically for a new incident if the incident record matches the conditions defined in the SLA definition. These conditions are typically set as a filter condition on the SLA Definition record (e.g., 'Priority is 1' or 'Category is Network'). If the incident does not satisfy these conditions, the SLA will not be applied or started.

Answer

The SLA schedule includes the current time.

Answer

The incident has a 'watch_list' set.

Question 14

An import set row is being transformed but the target record is not updated. Which two possible causes should the administrator investigate? (Choose two.)

Accepted Answer

The transform map's 'Action' field is set to 'Create' instead of 'Create or Update'.. Option B is correct because the transform map's 'Action' field determines whether the import set row creates a new record or updates an existing one. If set to 'Create', the system will never attempt to update an existing target record, even if a matching record is found. Setting it to 'Create or Update' allows the transform to update the target record when a match exists.

Answer

The staging table's 'Target table' field is set to the wrong table.

Answer

The transform map has the 'Coalesce' field set but no matching record exists.

Answer

The import set row has a 'state' value that is invalid.

Question 15

An administrator imports a CSV file into the incident table using an import set. After the import, several records are duplicated. What is the most likely cause?

Accepted Answer

The transform map does not have a coalesce field set.. Option C is correct because the transform map lacks a coalesce field, which is required to match incoming records to existing records in the target table. Without a coalesce field, the import set treats every row as a new record, causing duplicates even if the CSV contains unique data. Coalesce fields define the unique key (e.g., sys_id or number) used to prevent duplicate inserts.

Answer

The CSV contained duplicate rows.

Answer

The target table has an index on the number field.

Answer

The import set row limit was exceeded.

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

Exhibit

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

Exhibit