Service Level Agreements

A customer service manager needs a report showing the average duration of Resolution SLAs broken down by Account. Which table should be the source of this report?

An administrator needs to modify how SLA stages are displayed on CSM cases. Where are SLA stages primarily defined and managed in ServiceNow?

When configuring a Service Level Agreement (SLA) for CSM cases, an administrator wants the SLA duration to be calculated using only business hours instead of 24x7. Where should the administrator define these business hours?

A CSM client requires different SLA durations depending on the SLA Tier associated with the Customer Account. How should the implementation specialist achieve this?

An implementation specialist is troubleshooting why an SLA is not attaching to a newly created CSM case. Upon checking the SLA Definition, the specialist notices the 'Target' field is set to 'Resolution'. What is the primary function of the Target field in an SLA Definition?

Where can a customer service agent view the real-time status and timers of active SLAs attached to a specific Case record?

During a CSM implementation, an engineer writes a custom script to manually insert a Task SLA record. What core engine feature might be bypassed or corrupted if Task SLAs are created manually instead of letting the SLA engine handle them?

What is the purpose of the 'Reset' condition in an SLA Definition?

Which SLA stage indicates that the SLA has successfully met its stop condition before the breach time?

A CSM organization requires an SLA report that displays the percentage of cases resolved within the SLA per agent, grouped by month. Which reporting feature in ServiceNow is best suited to display this aggregated compliance percentage directly?

What is the default table that stores active and historical SLA instances attached to customer service cases?

Which field on the SLA Definition form determines whether the SLA calculates elapsed time starting from the exact moment the Case was created, even if the SLA definition was created after the case?

A CSM team wants to ensure that when a case's priority changes from Medium to Critical, the existing SLA is recalculated to reflect the shorter critical SLA duration. Which SLA feature supports this requirement?

An implementation specialist is configuring SLA definitions for a CSM portal. Which TWO factors should the specialist consider when deciding whether to use an SLA Workflow versus modern SLA Email Notifications? (Choose two.)

An administrator is troubleshooting why an SLA timer is incorrectly continuing to run while a CSM Case is in a paused state. Which THREE common configuration issues should the administrator investigate? (Choose three.)

Which TWO actions occur automatically when a CSM Case SLA reaches its breach threshold? (Choose two.)

An implementation specialist is designing a reporting strategy for CSM Service Level Agreements. Which THREE metrics or tables are critical for comprehensive SLA reporting? (Choose three.)

Which TWO methods can be used to apply a custom business schedule to a CSM SLA Definition? (Choose two.)

When configuring SLA workflows for CSM, which TWO activities are commonly used to handle escalation tasks or notifications? (Choose two.)

Which TWO statements are true regarding how the SLA engine handles Case re-opening scenarios? (Choose two.)

Which TWO options describe valid methods for displaying SLA countdown timers in CSM Workspace or Service Portal? (Choose two.)

An administrator is reviewing SLA system properties and performance. Which THREE factors significantly impact SLA engine calculation performance in a high-volume CSM environment? (Choose three.)

An enterprise CSM customer requires strict auditing of SLA modifications. Which THREE tables or logs are involved when tracking changes to SLA definitions and runtime instances? (Choice three.)

An implementation specialist is troubleshooting an issue where SLAs are attaching multiple times to the same CSM case. Which THREE configuration errors typically cause duplicate SLA attachment? (Choose three.)

An administrator needs to configure a Service Level Agreement (SLA) that applies specifically to High priority Case records when opened for VIP accounts. Where should this condition be defined?

A Customer Service Manager reports that Case SLAs are still running even after a case has been placed in 'Awaiting Problem' state. How should the administrator resolve this issue?

A CSM implementation team wants to report on the percentage of Case SLAs that breached within the last quarter, broken down by Account. Which reporting source or table is best suited for this requirement?

When configuring Service Level Agreements in Customer Service Management, which record type defines the time allowed to resolve a case based on priority?

A CSM customer requires their SLAs to respect the specific operating hours of different regional support centers. Where is this time zone and schedule association configured?

Which TWO of the following components are mandatory when creating a new SLA Definition in ServiceNow CSM? (Choose two.)

When designing SLA escalation workflows for CSM, which TWO methods can be utilized to notify stakeholders before an SLA breaches? (Choose two.)

An implementation specialist is configuring a CSM SLA for a case that requires a response within 2 hours, but only during business hours (Monday-Friday, 9 AM to 5 PM). The SLA should pause outside business hours. The specialist creates a schedule named 'Business Hours' with the correct time periods. Which configuration must be applied to the SLA definition to ensure the SLA only counts time within the schedule?

A CSM implementation team is configuring an SLA Definition on the Case [sn_customerservice_case] table. The customer service manager requires that the SLA pause counting whenever the case enters the 'Awaiting Customer' state, and resume counting only when the case returns to a work-in-progress state. What should the administrator configure to meet this requirement?

A CSM administrator needs to ensure that the resolution SLA for a case only counts time during the customer's contracted support hours, which are Monday through Friday, 08:00 to 18:00, excluding company holidays. Which configuration on the SLA Definition accomplishes this?

A CSM implementation team needs SLA timers on customer service cases to pause automatically whenever a case is in the 'Awaiting Customer' state and resume when the customer responds. The team has already created an SLA Definition named 'Case Resolution SLA' with a Start condition of 'Case is opened'. Which configuration should the team apply next to meet this requirement?

A CSM implementation team is configuring SLA Definitions for customer service cases. The business requires that a case's resolution SLA timer only counts time when the case state is not 'Awaiting Customer' and not 'Awaiting Problem'. Which configuration approach should the team use?

A CSM process owner wants a breach notification email sent to the case assignment group when a case SLA approaches its breach time, and a second notification when the breach actually occurs. The team already has an SLA Definition with correct Start, Pause, and Stop conditions. Which configuration should the team use to trigger these notifications at the right times?

A CSM implementation must ensure SLA Definitions correctly respect the support hours of different regions. The team is configuring business schedules and needs to understand how the SLA engine applies them. Which TWO statements accurately describe how SLA Definitions interact with business schedules in CSM? (Choose two.)

A CSM implementation includes an SLA Definition with a Start condition that triggers when a case is created for a specific customer account. The business now wants to exclude cases that are created with the 'Internal' case type from this SLA. How should the implementation team modify the SLA Definition?

A CSM administrator is troubleshooting why a newly created SLA Definition is not attaching to cases. The definition has a valid Start condition, a correct schedule, and a target of eight hours. Cases are being created and updated normally. Which field should the administrator check first to confirm the definition applies to the Case table?

A CSM administrator is configuring an SLA Definition for customer service cases. The business wants the SLA timer to start when a case is assigned to a specific assignment group, and to stop when the case is closed. Which condition types should be used for Start and Stop respectively?