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?

An implementation specialist needs to configure an SLA definition in CSM that applies specifically to Case records where the Priority is Critical and the Account is VIP. Which table should the specialist select as the base table for this SLA definition?

A CSM project requires an SLA to pause whenever a Case is placed in the 'Awaiting Vendor' state. Where must this pause condition be configured so that the Task SLA engine recognizes it?

When setting up Service Level Agreements for CSM, which type of SLA measures the time taken to assign a case to an agent or group?

An organization wants to trigger a notification to the CSM manager immediately when a Case SLA reaches 75% of its allotted time without being met. Which feature of the SLA engine should be utilized?

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 case has multiple SLAs attached: Resolution SLA and Response SLA. The Response SLA has breached, but the Case is subsequently resolved within the Resolution SLA timeframe. How does the base system Task SLA engine update the overall Case priority color or indicator?

When a Case is cancelled, what happens to its currently running attached SLAs by default?

Which role is typically required to create and modify SLA Definitions in a CSM implementation?

Which condition type in an SLA Definition specifies when the SLA timer should stop counting?

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?

An enterprise CSM deployment requires that when an SLA reaches its breach time, a high-priority incident is automatically created via an SLA workflow. Which activity should be added to the SLA workflow to achieve this?

A company notices that legacy CSM cases are having their attached SLAs retroactively modified when an administrator updates an SLA Definition. How can an administrator prevent retroactive adjustments to already completed or running SLAs?

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?

An administrator wants to ensure that all CSM cases created for VIP accounts use a specific 4-hour resolution SLA, overriding any other general SLA definitions that might match. How is precedence handled among multiple matching SLA definitions?

An administrator is configuring a Service Level Agreement and wants the duration to be dynamically set based on a field value (e.g., case impact) rather than a fixed duration. How should this be configured?

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?

An implementation specialist notices that SLA workflow notifications are firing twice for a single breach event. Upon inspecting the SLA Definition, what is the most likely cause of this behavior?

A CSM customer wants SLAs to apply only when a Case is created via the Customer Support Portal, and not when created via Email or Phone. How should the administrator configure the SLA Definition to support this?

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

An organization requires that when a CSM case SLA is paused, the elapsed time calculation must exclude non-business days and hours, but when the SLA is running, it should use a 24x7 schedule. Can an SLA definition use different schedules for running and paused states?

A CSM manager reports that SLA breach reports are inaccurate because cancelled cases are still showing as 'Breached' in historical reporting. How can an administrator correct this for existing records and prevent it moving forward?

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 administrator is asked to configure a custom SLA stage that triggers when an SLA is within 15 minutes of breaching. Where must this custom stage be added so that the SLA engine recognizes and applies it correctly?

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.)

A CSM client wants to ensure that SLAs do not attach to internal maintenance cases. Which THREE mechanisms can an implementation specialist use to exclude these cases? (Choose three.)

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 administrator is configuring a complex SLA workflow for CSM that includes timer activities and conditional branches. Which THREE behaviors should the administrator keep in mind regarding SLA workflow execution? (Choose 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.)

When setting up SLA Definitions for CSM Accounts in different geographic regions, which TWO mechanisms ensure that correct holiday schedules are applied? (Choose two.)

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?

An implementation specialist needs to ensure that when a Customer Service Case is reopened, any previously breached SLA is ignored and a new SLA instance is generated. Which SLA engine property or setting controls this behavior?

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?

An administrator is configuring a complex SLA workflow for high-severity CSM cases. The workflow needs to send a notification when 75% of the SLA duration has elapsed. Which activity should be used in the SLA workflow to achieve this?

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 administrator is troubleshooting why certain Case SLAs are not pausing when expected. Which THREE factors or configurations should the administrator verify? (Choose three.)