CCNA Reporting, SLA and Imports Questions — Page 2 of 2

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

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.

Practice this question →

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 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.

Exam trap

The trap here is that candidates often confuse 'Ignored' with 'Skipped' or 'Error', not realizing that 'Ignored' specifically results from a coalesce match combined with an 'Insert only' action, rather than from field-level issues or condition failures.

How to eliminate wrong answers

Option A is wrong because an empty source field with an optional target field does not cause an 'Ignored' status; it typically results in a successful import with a null value in the target field. Option B is wrong because a field mapping script returning null for a mandatory target field would cause an error or a skipped record, not an 'Ignored' status; the import log would show a failure or error, not 'Ignored'. Option D is wrong because if the transform map condition evaluates to false, the record is skipped entirely and not processed, which would not appear as 'Ignored' in the import log; instead, it would be omitted from the import results.

Practice this question →

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 and count on Y-axis.

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

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.

Why this answer

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.

Practice this question →

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

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.

Practice this question →

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.

Practice this question →

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

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.

Practice this question →

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

With coalescing enabled on a key field like 'number', the import set row updates an existing incident record that matches the key, including the short_description field.

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.

Practice this question →

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.

Practice this question →

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 ServiceNow acronyms. The correct matches are: CMDB = Configuration Management Database, SLA = Service Level Agreement, ITSM = IT Service Management, KB = Knowledge Base. Common confusions involve swapping the definitions of CMDB and SLA.

Practice this question →

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

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.

Practice this question →