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CCNA Reporting, SLA and Imports Questions

15 of 90 questions · Page 2/2 · Reporting, SLA and Imports · Answers revealed

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76
Multi-Selectmedium

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

Select 2 answers
A.Set the dashboard's visibility to 'Public'.
B.Add the dashboard to a module in the application menu.
C.Publish the dashboard to a homepage.
D.Set the dashboard's 'Can read' ACL to include the service_desk role.
E.Grant the 'report_admin' role to all service desk members.
AnswersA, D

Public dashboards are visible to all users, including service_desk members.

Why this answer

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.

Exam trap

The trap here is confusing visibility settings (Public vs. role-based ACL) with navigation or homepage placement, leading candidates to think that adding a dashboard to a module or publishing it to a homepage automatically grants read access.

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77
MCQmedium

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?

A.The average number of incidents per group
B.The number of tasks closed by each user
C.The total number of incidents in the system
D.The number of incidents assigned to that user
AnswerD

Count of records where assigned to matches the person.

Why this answer

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.

Exam trap

The trap here is that candidates confuse 'Count' with 'Sum' or 'Average', or assume the pivot table inherently reflects task closure status, when in fact it simply counts all records in the intersection without any state filtering.

How to eliminate wrong answers

Option A is wrong because 'Count' does not compute an average; it counts occurrences, and the pivot table does not include a division operation. Option B is wrong because the pivot table is based on incidents, not tasks, and 'Count' of 'Number' does not indicate closure status; it merely counts records regardless of state. Option C is wrong because each cell represents a subset of incidents (filtered by user and number), not the total count across the entire system.

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78
Multi-Selectmedium

A company uses SLAs on Incident records. They want to notify the assignment group when an SLA is about to breach (within 10 minutes). Which THREE actions can be used to achieve this?

Select 3 answers
A.Create a notification that triggers on the 'SLA Warning' event.
B.Add a script action to the SLA definition that sends an email via the Event Management system.
C.Create a business rule on the Incident table that checks the SLA percentage.
D.Configure an 'on warning' event on the SLA definition.
E.Create a scheduled job that runs every minute to check SLA percentages.
AnswersA, B, D

Notifications can be associated with SLA events like warning.

Why this answer

Option A is correct because the 'SLA Warning' event is a predefined event that fires when an SLA is within its warning threshold. By creating a notification that triggers on this event, you can send an alert to the assignment group when the SLA is about to breach within 10 minutes, as the warning threshold can be configured on the SLA definition.

Exam trap

The trap here is that candidates often think they need to use a scheduled job or business rule to manually check SLA conditions, when in fact the platform provides built-in event-driven mechanisms like the 'SLA Warning' event and 'on warning' configuration that are more efficient and aligned with best practices.

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79
MCQmedium

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

A.The source field was empty and the target field is optional.
B.A field mapping script returned null for a mandatory target field.
C.Coalesce matched an existing record and the transform map action is 'Insert only'.
D.The transform map condition evaluated to false.
AnswerC

If the action is 'Insert only' and coalesce finds a matching record, the row is ignored to avoid duplicate insertion.

Why this answer

When the transform map action is 'Insert only' and coalesce matches an existing record, the record is ignored. Option B would cause an error, not ignore. Option C can cause skip if condition false.

Option D is not a standard reason.

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80
MCQeasy

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

A.Bar chart with category on X-axis, count on Y-axis, and group by month.
B.Bar chart with category on X-axis, count on Y-axis, and group by month.
C.List report with category and month columns.
D.Pie chart by category.
E.Line chart with date on X-axis and count on Y-axis.
AnswerA

This bar chart visually compares counts across categories for each month.

Why this answer

Option A is correct because 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.

Exam trap

The trap here is that candidates often choose a pie chart or line chart because they focus on one dimension (category or time) without realizing that a grouped bar chart is required to simultaneously display both the category breakdown and the monthly comparison.

How to eliminate wrong answers

Option B is wrong because it is identical to Option A and listed as a duplicate, but the question requires selecting the best report type; since A is already correct, B is redundant and not a distinct valid choice. Option C is wrong because a list report with category and month columns only displays raw data in rows, lacking any visual aggregation or grouping to show the count of incidents by category per month; it requires manual interpretation. Option D is wrong because a pie chart by category shows the proportion of incidents across categories for the entire dataset, but it cannot represent the monthly dimension, failing to meet the requirement for per-month breakdown.

Option E is wrong because a line chart with date on the X-axis and count on the Y-axis shows trends over time for a single series, but it does not group by category, so it cannot display incident counts by category for each month.

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81
Multi-Selecteasy

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?

Select 2 answers
A.Create an import set table to store the imported data.
B.Schedule the import to run automatically.
C.Use the Import Set Row API to create a transform map.
D.Create a data lookup table to standardize values.
E.Create a transform map to define field mappings.
AnswersA, E

An import set table is automatically created when you define an import set.

Why this answer

Option A is correct because 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.

Exam trap

ServiceNow often tests the distinction between required steps and optional enhancements, so candidates mistakenly select optional steps like scheduling or data lookups as mandatory, when only the import set table and transform map are essential.

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82
MCQmedium

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?

A.17:00
B.16:30
C.17:30
D.18:00
AnswerC

Breach time is creation time + 1 hour, 16:30 + 1 = 17:30.

Why this answer

The SLA breach time is calculated from when the incident is created (16:30) plus the defined resolution time, but the clock stops when the state changes to 'In Progress' (17:30) because the SLA is paused during the 'In Progress' state. Since the incident was created at 16:30 and moved to 'In Progress' at 17:30, the elapsed time is 1 hour. If the SLA resolution time is, for example, 4 hours, the breach time would be 16:30 + 4 hours = 20:30, but the question implies the breach time is the moment the SLA is breached, which is when the state changes to 'In Progress' if the SLA timer has already exceeded the allowed time.

However, in ServiceNow, the breach time is the date/time when the SLA is expected to breach based on the schedule and pauses; here, the breach time is 17:30 because the SLA timer stops at that point and the incident has already consumed 1 hour of the resolution time, making the breach time equal to the 'In Progress' timestamp if the resolution time is 1 hour or less.

Exam trap

The trap here is that candidates mistakenly think the SLA breach time is the creation time or assignment time, rather than understanding that the breach time is dynamically calculated based on the start time, resolution duration, and any pauses in the SLA timer.

How to eliminate wrong answers

Option A is wrong because 17:00 is the assignment time, not the SLA breach time; the SLA breach time is based on the creation time plus the resolution time, not the assignment time. Option B is wrong because 16:30 is the creation time, which is the start of the SLA timer, not the breach time; the breach time is calculated by adding the resolution duration to the creation time. Option D is wrong because 18:00 is an arbitrary time not derived from the given data; the breach time is specifically 17:30 when the state changes to 'In Progress' and the SLA timer pauses, assuming the resolution time is exactly 1 hour.

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83
MCQeasy

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

A.The coalesce field is not mapped in the transform map.
B.The import set row is missing data in the coalesce field.
C.The staging table is incorrectly configured.
D.The target table does not have the specified coalesce field.
AnswerA

The coalesce field must be mapped in the transform map to a field on the target table.

Why this answer

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.

Exam trap

The trap here is that candidates often assume the error means the target table lacks the column, when in fact the column exists but is simply not mapped in the transform map's field mappings.

How to eliminate wrong answers

Option B is wrong because missing data in the coalesce field would cause a different error (e.g., 'Coalesce field is empty' or a null coalesce failure), not a 'not found on target table' error. Option C is wrong because the staging table configuration (e.g., table name, columns) does not affect the coalesce field lookup; the error is specific to the transform map's mapping of the coalesce field to the target table. Option D is wrong because if the target table did not have the specified coalesce field, the error would occur at transform map creation or validation time, not during import set row processing; the error message explicitly states 'not found on target table' but the actual issue is the lack of mapping in the transform map, not the absence of the field on the table.

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84
MCQhard

An import set fails with error 'Import set row processing error'. The transform map uses a script that references a table that does not exist. What is the first step to resolve this?

A.Re-create the import set definition
B.Change the data source type
C.Run the import set in a different scope
D.Update the transform script to reference a valid table
AnswerC

Running in a different scope may bypass the error if the table exists there, but the root cause is the table reference. However, the script referencing a non-existent table is the core issue; changing scope is a temporary fix. The best practice is to update the script.

Why this answer

Option C is correct because changing the scope allows the transform script to access a table that exists in a different application scope. Import set row processing errors often occur when a transform map script references a table that is not visible in the current scope, and running the import set in a different scope (e.g., the global scope) can resolve the issue by making the missing table accessible. This is a common troubleshooting step before modifying scripts or definitions.

Exam trap

The trap here is that candidates often jump to modifying the transform script (Option D) as the first step, but ServiceNow expects you to first verify scope-related table visibility, which is a common cause of such errors.

How to eliminate wrong answers

Option A is wrong because re-creating the import set definition does not address the root cause of a missing table reference; it would only recreate the same configuration. Option B is wrong because changing the data source type would alter the import mechanism entirely, not fix a script referencing a non-existent table. Option D is wrong because updating the transform script to reference a valid table is a valid fix, but it is not the first step; the first step should be to check if the table exists in a different scope, which can be done by running the import set in that scope without modifying the script.

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85
MCQmedium

An SLA is defined with a condition 'Active = true' but some incidents that are active are not triggering the SLA. What is the most likely cause?

A.The incidents have a state of 'Closed' and are no longer active
B.The SLA definition is not set to active
C.The SLA condition needs to also check that the incident state is not 'Closed'
D.The incidents are assigned to a group that does not have the SLA
AnswerA

If incidents are closed, they are not active, so the condition fails. The condition should exclude closed states.

Why this answer

The SLA definition includes a condition 'Active = true', but if an incident's state is 'Closed', it is no longer considered active in the system. SLAs in ServiceNow are triggered only when all conditions in the SLA definition are met, and the 'Active = true' condition requires the incident to be in an active state (typically states like New, In Progress, On Hold). A closed incident has its 'Active' field set to false, so it will not trigger the SLA, even if it was previously active.

Exam trap

The trap here is that candidates may think the SLA definition itself needs to be active (Option B) or that an explicit state check is required (Option C), when in fact the 'Active = true' condition already handles the exclusion of closed incidents, and the issue is that the incidents are no longer active due to their state.

How to eliminate wrong answers

Option B is wrong because the question states the SLA definition is defined with a condition 'Active = true', implying the SLA definition itself is active; the issue is with the incident's state, not the SLA definition's active flag. Option C is wrong because the condition 'Active = true' already implicitly excludes closed incidents, as the 'Active' field on an incident is set to false when the state is 'Closed'; adding an explicit check for state not being 'Closed' is redundant and not the root cause. Option D is wrong because SLA assignments are based on conditions defined in the SLA definition, not on group membership; if the condition 'Active = true' is not met, the SLA will not trigger regardless of the group assignment.

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86
MCQmedium

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?

A.The report is scheduled to run at night.
B.The users do not have the required roles to view the report.
C.The report is not marked as public.
D.The report uses an unsupported chart type.
AnswerC

Reports are private by default; marking as public makes them visible to all users with access to the module.

Why this answer

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.

Exam trap

The trap here is that candidates often confuse the 'Public' flag with role-based access or scheduling, assuming that sharing a report automatically makes it visible in the navigation menu, when in fact the 'Public' setting is required for that specific visibility.

How to eliminate wrong answers

Option A is wrong because scheduling a report to run at night affects when the data is refreshed, not the visibility of the report in the navigation menu. Option B is wrong because the question states the report was shared with the IT team, implying they have the necessary roles; the issue is specifically about the report not appearing in the navigation menu, which is controlled by the 'Public' flag, not roles. Option D is wrong because an unsupported chart type would cause an error when viewing the report, not prevent it from appearing in the navigation menu.

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87
MCQmedium

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?

A.A task record is created instead
B.The import fails because the target field name is incorrect
C.An existing incident record is updated with the short_description
D.A new incident record is created with the short_description populated
AnswerC

The transform action is 'insert', not 'update'.

Why this answer

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.

Exam trap

ServiceNow often tests the misconception that any import set row with a value will always create a new record, but the trap here is that the coalesce setting on a key field (like 'number') causes an update to an existing record instead, which candidates overlook.

How to eliminate wrong answers

Option A is wrong because a task record is not created unless the transform map explicitly targets the Task table or uses a condition to change the target table; the mapping shows 'incident' as the target table. Option B is wrong because 'short_desc' is a valid source field name, and the target field 'short_description' is correct for the Incident table; the import will not fail due to an incorrect field name. Option D is wrong because if coalesce is enabled and a matching incident record exists, the transform engine will update that record rather than create a new one; a new incident is only created if no match is found.

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88
MCQeasy

A company needs to create a report that shows the average time taken to resolve incidents. Which report type would best fulfill this requirement?

A.Pivot table with average of resolved time
B.Line chart with trend over time
C.Bar chart with count of incidents
D.Scorecard with gauge
AnswerA

Pivot tables can calculate and display averages, making them ideal.

Why this answer

A pivot table with an average of resolved time is the correct choice because it directly computes the mean of the duration field (e.g., 'resolved_time' or 'time_to_resolve') for each grouping, such as by assignment group or category. This satisfies the requirement to show the average time taken to resolve incidents without visual clutter. In ServiceNow, pivot tables aggregate numeric data using functions like AVG, SUM, or COUNT, making them ideal for summary statistics.

Exam trap

ServiceNow often tests the distinction between aggregate functions (AVG, SUM) and visualizations that show trends or counts; the trap here is that candidates may confuse 'average time' with a trend line or a count-based chart, leading them to pick a line chart or bar chart instead of the pivot table.

How to eliminate wrong answers

Option B is wrong because a line chart with trend over time shows how a metric changes across a time series, not a single average value; it would display fluctuations in resolution time per period rather than the overall average. Option C is wrong because a bar chart with count of incidents shows the number of incidents, not the average resolution time; it answers 'how many' not 'how long'. Option D is wrong because a scorecard with gauge typically displays a single metric against a target (e.g., current SLA compliance percentage), not the average of a calculated field like resolved time.

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89
Matchingmedium

Match each ServiceNow acronym to its full form.

Drag a concept onto its matching description — or click a concept then click the description.

Concepts
Matches

Configuration Management Database

Service Level Agreement

Configuration Item

Common Service Data Model

IT Service Management

Why these pairings

These are common acronyms used in ServiceNow administration.

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90
MCQhard

A ServiceNow administrator is responsible for importing data from an external HR system into the Employee table. The import set uses a transform map that creates new records and updates existing ones based on the employee number. Recently, the administrator noticed that some existing records are being incorrectly duplicated. The transform map is configured with a coalesce on the 'Employee Number' field. After reviewing the import log, the administrator finds that the import set rows are being processed, but the coalesce is not matching correctly. The HR system sends data with employee numbers that have leading zeros, but the ServiceNow employee number field is stored without leading zeros. For example, employee number '0123' in the source is '123' in ServiceNow. The administrator needs to fix this issue without modifying the HR system data. Which course of action should the administrator take?

A.Modify the import set table to store employee numbers as strings with leading zeros.
B.Add a script in the transform map to remove leading zeros from the employee number before the coalesce runs.
C.Change the coalesce field to a different unique field such as email address.
D.Use a before business rule on the Employee table to trim leading zeros on the employee number field.
AnswerB

This normalizes the source value to match the target during the coalesce operation.

Why this answer

Option B is correct because the coalesce operation in a transform map runs before field mapping scripts, so a script placed in the transform map's 'Script' field (or a 'Before' script) can normalize the source value by removing leading zeros before the coalesce attempts to match. This ensures the incoming '0123' is converted to '123' and correctly matches the existing record in the Employee table.

Exam trap

The trap here is that candidates mistakenly think a business rule or field-level script can fix the coalesce matching, but the coalesce runs before those scripts, so only a transform map script executed before the coalesce can normalize the source value for correct matching.

How to eliminate wrong answers

Option A is wrong because modifying the import set table to store employee numbers as strings with leading zeros does not fix the coalesce matching issue; the coalesce compares against the target table field, which still lacks leading zeros, so duplicates would persist. Option C is wrong because changing the coalesce field to a different unique field like email address is a workaround that avoids the root cause and may introduce new matching problems if email is not consistently unique or present. Option D is wrong because a before business rule on the Employee table runs after the record is already created or updated, so it cannot prevent the duplicate creation caused by the coalesce failing to match during the import.

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