CIS-CSM Service Level Agreements — 10 Questions

Question 1

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?

Accepted Answer

Task SLA [task_sla]. Task SLA [task_sla] stores instances of SLAs attached to tasks, making it the correct table for reporting on SLA durations and compliance.

Answer

SLA Definition [contract_sla]

Answer

Metric Instance [metric_instance]

Answer

Case [sn_customerservice_case]

Question 2

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

Accepted Answer

In the SLA Stages [sla_stage] table or choice list on Task SLA stage field. SLA stages are managed via SLA stage configuration records and choice lists on the Task SLA table.

Answer

In the SLA Engine Properties module

Answer

In Service Portal widget configurations

Answer

In the Workflow Editor stage mapping settings

Question 3

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?

Accepted Answer

Task [task]. The Task SLA definition uses the Task table or its extended tables. Since Case extends Task, the Task table is the correct base table, and conditions are used to filter by Priority and Account.

Answer

Case [sn_customerservice_case]

Answer

SLA Definition [contract_sla]

Answer

Customer Account [customer_account]

Question 4

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?

Accepted Answer

In the SLA Definition record using the Pause condition field. Pause conditions are configured directly within the SLA Definition record using the Pause condition builder.

Answer

In a Business Rule running on the Task SLA table

Answer

In the SLA Workflow using a Timer activity

Answer

In the SLA Definition record using the Pause condition field

Question 5

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?

Accepted Answer

Response SLA. Response SLAs track the time from creation to first response or assignment, whereas Resolution SLAs track total time to close.

Answer

Customer SLA

Answer

Resolution SLA

Answer

Operational SLA

Question 6

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?

Accepted Answer

SLA Percentage Timers or SLA stages configuration. SLA percentages and thresholds are managed via SLA Percentage Timer or SLA workflow milestones, specifically configured using SLA plugin features like SLA Workflows or breach thresholds.

Answer

SLA Properties set in Service Level Management properties

Answer

SLA Workflow with a Workflow Timer set to 75%

Answer

Data Policy enforcing notification fields at 75%

Question 7

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?

Accepted Answer

In the SLA Definition record under the Schedule field. Business hours are defined in the Schedule [cmn_schedule] table and then referenced within the SLA Definition record.

Answer

In the Dictionary entry for the Case priority field

Answer

In the System Properties under com.glide.sla.business_hours

Answer

In the Workflow properties of the attached SLA workflow

Question 8

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?

Accepted Answer

The Case SLA indicator shows 'Breached' because at least one attached SLA has breached.. The system evaluates active SLAs. If any attached SLA breaches, the task SLA indicator generally reflects the worst state (Breached).

Answer

The system automatically cancels the Response SLA breach when the Resolution SLA is met.

Answer

The Case indicator remains normal because the Resolution SLA was met.

Answer

The SLA engine deletes the Response SLA record to keep reporting clean.

Question 9

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

Accepted Answer

They are automatically cancelled by the SLA engine.. When a task is cancelled, active task SLAs are automatically cancelled by the SLA engine.

Answer

They are deleted from the database immediately.

Answer

They remain paused indefinitely.

Answer

They continue running until they reach their breach time.

Question 10

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

Accepted Answer

sla_admin or admin. SLA configuration requires specialized administrative privileges, typically provided by the SLA Admin role.

Answer

sn_customerservice_manager

Answer

sn_customerservice_agent

Answer

itil