SNOW-CSA Reporting, SLA and Imports Practice Test 5 — 15 Questions

Question 1

An SLA is breached, but the breach time appears incorrect. The SLA definition uses a business schedule that excludes weekends. The incident was created on Friday at 5 PM and breached on Monday at 8 AM. Why did the breach time not exclude the weekend?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

The business schedule is not attached to the SLA definition. For an SLA to use a business schedule to calculate breach time, the schedule must be attached to the SLA definition. If the schedule is not attached, the SLA clock runs based on calendar time without excluding weekends. In this scenario, the incident was created at 5 PM on Friday and breached at 8 AM on Monday, which is exactly 63 hours later—consistent with calendar time (24 hours Friday to Saturday, 24 hours Saturday to Sunday, 15 hours Sunday 8 AM to Monday 8 PM? Wait recalc: Friday 5 PM to Monday 8 AM is 63 hours? Actually, Friday 5 PM to Monday 8 AM is 63 hours? No: Friday 5 PM to Saturday 5 PM = 24h, to Sunday 5 PM = 48h, to Monday 5 AM = 60h, to Monday 8 AM = 63h. That is calendar time. If the schedule were attached excluding weekends, the clock would have stopped at Friday 5 PM and resumed Monday 8 AM (if schedule starts at 8 AM), so breach would be at Monday 5 PM? Actually, if SLA duration is e.g., 24 hours, and schedule excludes weekends, the breach time would be Monday 5 PM (24 hours of schedule time). But here breach is at Monday 8 AM, which is exactly calendar time, indicating the schedule was not applied. Therefore, the business schedule is not attached to the SLA definition.

Answer

The schedule's 'Use schedule for progress' is unchecked

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The SLA condition is not met

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The schedule's time zone is incorrect

Question 2

In an import set, where is the staged data stored before transformation?

Accepted Answer

Import set row table (sys_import_set_row). In ServiceNow, during the import set process, raw data from a data source is first loaded into the import set row table (sys_import_set_row). This table acts as a staging area. Only after transformation maps are applied does the data move to the target table (e.g., incident). Therefore, staged data before transformation resides in the import set row table, not the target table.

Answer

Target table (e.g., incident)

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Transform map table

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Data source table

Question 3

A manager wants to share a dashboard with the entire team without granting individual roles. What is the easiest way to achieve this?

Accepted Answer

Set the dashboard to 'Public'. Setting the dashboard to 'Public' is the easiest way because it makes the dashboard accessible to all users without granting any roles. This satisfies the requirement of sharing with the entire team without individual role assignments. Adding to a role would grant access only to those with that role, which is not the easiest method and contradicts the condition of not granting roles.

Answer

Create a report link and share via email

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Publish the dashboard to a homepage

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Add the dashboard to a role

Question 4

The SLA condition script above is used in an SLA definition. Standard incident states are: 1=New, 2=In Progress, 3=On Hold, 6=Resolved, 7=Closed. What is the effect of this condition?

Accepted Answer

The SLA starts when the incident state is 'Active'. The condition script evaluates the incident state and returns true when the state is not 1 (New), 2 (In Progress), 3 (On Hold), 6 (Resolved), or 7 (Closed). Since the standard states are numeric, any state value that does not match these numbers—such as a custom state labeled 'Active' with a value like 4 or 5—will cause the script to return true, starting the SLA. This is why option B is correct: the SLA starts when the incident state is 'Active', assuming 'Active' is a custom state not in the standard list.

Answer

The SLA does not start for any state

Answer

The SLA starts when the incident state is 'In Progress'

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The SLA starts when the incident state is 'New'

Question 5

The JSON above shows part of a transform map configuration. What will happen when an import set row containing a value in the 'short_desc' field is processed?

Accepted Answer

An existing incident record is updated with the short_description. The transform map configuration shown in the JSON includes a field mapping where 'short_desc' from the import set row is mapped to 'short_description' on the Incident table. When an import set row contains a value in 'short_desc', the transform engine will use the coalesce setting (if enabled) to match an existing incident record based on a unique identifier (e.g., number or sys_id). If a match is found, the existing incident is updated with the new short_description value; otherwise, a new incident would be created. Since the question implies the coalesce is set to true (common in such configurations), the correct behavior is an update to an existing incident record.

Answer

A task record is created instead

Answer

The import fails because the target field name is incorrect

Answer

A new incident record is created with the short_description populated

Question 6

Which TWO conditions must be true for an SLA to start tracking on an incident? (Choose two.)

Accepted Answer

The SLA definition is set to Active. An SLA definition must be set to 'Active' for it to start tracking on an incident. Only active SLA definitions are evaluated and applied to records; inactive definitions are ignored by the system. This ensures that only intended and configured SLAs are enforced.

Answer

The incident is assigned to a group

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The incident is in a state of 'New'

Answer

The SLA definition has a business schedule attached

Question 7

Which TWO data sources are commonly used to import data into ServiceNow via Import Sets? (Choose two.)

Accepted Answer

CSV. CSV files are a standard data source for Import Sets in ServiceNow because they provide a simple, structured format that can be easily mapped to target tables via the Import Set Row (sys_import_set_row) and Staging Table (sys_import_set) mechanism. The Import Set functionality natively supports CSV parsing, allowing administrators to upload comma-separated values directly through the UI or via the Import Set REST API endpoint.

Answer

Email

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REST

Answer

LDAP

Question 8

Which THREE elements are required when creating a new report in the Reporting module? (Choose three.)

Accepted Answer

Report name. Every report in ServiceNow must have a unique Report name to identify and save it in the Reporting module. Without a name, the system cannot store or retrieve the report, and the Save button remains disabled until a name is provided.

Answer

Condition

Answer

Group by field

Question 9

A ServiceNow administrator wants to share a report with the Sales team. The Sales team members do not have direct read access to the underlying table, but they need to see the report results. Which action should the administrator take?

Accepted Answer

Add the report to a dashboard and share the dashboard with the Sales team, ensuring the dashboard's 'Use dashboard owner's security context' option is enabled.. Enabling the 'Use dashboard owner's security context' option on a shared dashboard allows users without direct read access to the underlying table to view the report results. This works by executing the report queries under the security context of the dashboard owner, bypassing the viewers' lack of table permissions while still respecting the owner's access rights.

Answer

Schedule the report to be sent via email to the Sales team daily.

Answer

Export the report to PDF and email it manually.

Answer

Set the report's 'Share with' field to the Sales team group.

Question 10

During an import, the source data contains duplicate records that should be ignored (not imported). The target table has a unique key field u_employee_id. Which configuration in the transform map will prevent these duplicates from creating new records?

Accepted Answer

Set the 'Coalesce' field to true on the field mapping for u_employee_id.. Setting the 'Coalesce' field to true on the field mapping for u_employee_id tells the transform map to use that field as the key for deduplication. When coalesce is enabled, the import engine checks if a record with the same value in that field already exists in the target table; if it does, the incoming record is skipped (not imported). This directly prevents duplicate records from being created without requiring custom scripting or additional configuration.

Answer

Use a script in the 'On Before' transform to check for existing records.

Answer

Set the 'Reject duplicates' checkbox on the transform map.

Answer

Configure a business rule on the target table to reject duplicates.

Question 11

An SLA is defined with a condition that triggers only when a field 'priority' is 1 or 2. However, some tickets with priority 1 are not getting SLA attached. What should the administrator check first?

Accepted Answer

Check the SLA definition condition.. The SLA definition condition determines when the SLA starts. Since the condition should trigger for priority 1 or 2, but some priority 1 tickets are not attaching, the first step is to verify the condition is correctly configured and not missing any additional conditions that might prevent attachment.

Question 12

A user wants to create a report that shows the number of incidents by category for each month. Which report type best achieves this?

Accepted Answer

Bar chart with category on X-axis, count on Y-axis, and group by month.. A bar chart with category on the X-axis, count on the Y-axis, and grouping by month directly visualizes the number of incidents per category for each month. This report type uses a grouped bar chart, which allows the viewer to compare incident counts across categories while seeing the monthly breakdown side by side, fulfilling the user's requirement to show both dimensions clearly.

Answer

Bar chart with category on X-axis and count on Y-axis.

Answer

List report with category and month columns.

Answer

Pie chart by category.

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Line chart with date on X-axis and count on Y-axis.

Question 13

After importing data, some records show as 'Ignored' in the import log. What is the most likely cause?

Accepted Answer

Coalesce matched an existing record and the transform map action is 'Insert only'.. When a transform map uses the 'Insert only' action and the Coalesce function finds a match on the source and target fields, the import engine ignores the record to prevent duplicates. This is a standard behavior in ServiceNow where coalesce is used to identify existing records, and if the action is set to 'Insert only', no update occurs, resulting in an 'Ignored' status in the import log.

Answer

The source field was empty and the target field is optional.

Answer

A field mapping script returned null for a mandatory target field.

Answer

The transform map condition evaluated to false.

Question 14

An SLA is defined to pause when state is 'Awaiting Customer'. The SLA timer continues to run even when the state changes to that value. What should the administrator check first?

Accepted Answer

Verify the SLA pause condition script or condition.. The SLA timer continues to run despite the state being 'Awaiting Customer', which indicates that the pause condition is not being evaluated correctly. The administrator must first verify the SLA pause condition script or condition to ensure it properly triggers a pause when the state changes to 'Awaiting Customer'. If the condition is misconfigured or not returning true, the timer will not pause as expected.

Answer

Ensure the business rule that triggers SLA recalculation is active.

Answer

Check the SLA schedule for the 'Pause' field.

Answer

Check the SLA metric timeline.

Question 15

A scheduled report is generated but not sending email notifications to recipients. What should the administrator check first?

Accepted Answer

Check the email notification configuration for the scheduled report.. The most likely cause of a scheduled report generating but not sending email notifications is a misconfiguration in the email notification settings for that specific schedule. The administrator should first verify that the 'Send email' checkbox is enabled, that valid recipients are listed, and that the notification is not being suppressed by a condition or an inactive email account. Checking the email notification configuration directly addresses the delivery mechanism, which is the immediate point of failure.

Answer

Check the report source definition.

Answer

Check the report filter to ensure data exists.

Answer

Check the report output format (e.g., PDF, CSV).