- A
The average calculation is using median instead of mean.
Why wrong: Using median would affect the average value but would not exclude records.
- B
The report is based on a saved search that excludes incidents with 'Closed' state.
Why wrong: Incidents that are resolved but not yet closed are included; the filter already captures resolved incidents.
- C
The report filter excludes incidents with state 'Resolved'.
Why wrong: The filter already includes resolved incidents via 'Resolved time is not empty'.
- D
The report uses a relative time filter that filters on the 'Created' date instead of the 'Resolved' date, excluding older incidents that were resolved in the last month.
Relative time filters default to the current date; if set to 'Created' in last month, it misses incidents created earlier but resolved recently.
SNOW-CSA Reporting, SLA and Imports Practice Question
This SNOW-CSA practice question tests your understanding of reporting, sla and imports. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
A manager requests a report showing the average time to resolve incidents, grouped by assignment group, for the last month. The administrator creates a report on the Incident table using a bar chart with a 'Group By' on Assignment group and a 'Aggregate' on Resolved time (duration). The report displays an average that seems too low. Upon investigation, the administrator notices that incidents with very long resolution times (e.g., over 30 days) are not included in the report. The report filter is set to 'Active = false' and 'Resolved time is not empty'. The administrator suspects the time filter is incorrect. What is the most likely cause of the missing long-duration incidents?
Clue words in this question
Noticing these words before you look at the options changes how you read each choice.
Clue:
"most likely"Why it matters: Probability qualifier — the question wants the most probable cause or outcome, not a guaranteed one. Eliminate low-probability options.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
The report uses a relative time filter that filters on the 'Created' date instead of the 'Resolved' date, excluding older incidents that were resolved in the last month.
Option D is correct because the report uses a relative time filter that defaults to filtering on the 'Created' date rather than the 'Resolved' date. This means only incidents created within the last month are considered, even if they were resolved later. Incidents with very long resolution times (e.g., over 30 days) that were created before the filter window but resolved in the last month are excluded, causing the average to appear too low.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
The average calculation is using median instead of mean.
Why it's wrong here
Using median would affect the average value but would not exclude records.
- ✗
The report is based on a saved search that excludes incidents with 'Closed' state.
Why it's wrong here
Incidents that are resolved but not yet closed are included; the filter already captures resolved incidents.
- ✗
The report filter excludes incidents with state 'Resolved'.
Why it's wrong here
The filter already includes resolved incidents via 'Resolved time is not empty'.
- ✓
The report uses a relative time filter that filters on the 'Created' date instead of the 'Resolved' date, excluding older incidents that were resolved in the last month.
Why this is correct
Relative time filters default to the current date; if set to 'Created' in last month, it misses incidents created earlier but resolved recently.
Clue confirmation
The clue word "most likely" in the question point toward this answer.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that candidates assume the time filter automatically applies to the resolution date when the report is about resolved incidents, but ServiceNow defaults to the 'Created' date unless explicitly changed, causing older resolved incidents to be missed.
Detailed technical explanation
How to think about this question
In ServiceNow, relative time filters in reports apply to a specific date field, defaulting to 'Created' if not explicitly set. When filtering on 'Resolved' date, the administrator must select the 'Resolved' field in the time filter condition. This is a common pitfall because the 'Created' field is often the default in list views and reports, leading to unintended exclusion of records resolved within the time range but created outside it. In real-world scenarios, this can skew SLA metrics and resolution time averages, especially for long-running incidents.
KKey Concepts to Remember
- Read the scenario before looking for a memorised answer.
- Find the constraint that changes the correct option.
- Eliminate answers that are true in general but not in this case.
TExam Day Tips
- Watch for words such as best, first, most likely and least administrative effort.
- Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A practitioner preparing for the SNOW-CSA exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
Got this wrong? Here's your next step.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
- →
Reporting, SLA and Imports — study guide chapter
Learn the concepts, then practise the questions
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FAQ
Questions learners often ask
What does this SNOW-CSA question test?
Reporting, SLA and Imports — This question tests Reporting, SLA and Imports — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: The report uses a relative time filter that filters on the 'Created' date instead of the 'Resolved' date, excluding older incidents that were resolved in the last month. — Option D is correct because the report uses a relative time filter that defaults to filtering on the 'Created' date rather than the 'Resolved' date. This means only incidents created within the last month are considered, even if they were resolved later. Incidents with very long resolution times (e.g., over 30 days) that were created before the filter window but resolved in the last month are excluded, causing the average to appear too low.
What should I do if I get this SNOW-CSA question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Are there clue words in this question I should notice?
Yes — watch for: "most likely". Probability qualifier — the question wants the most probable cause or outcome, not a guaranteed one. Eliminate low-probability options.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
About these practice questions
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Last reviewed: Jun 24, 2026
This SNOW-CSA practice question is part of Courseiva's free ServiceNow certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the SNOW-CSA exam.
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