CIS-CSM Service Level Agreements Practice Test 2 — 15 Questions

Question 1

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?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Uncheck the 'Retroactive' checkbox on the SLA Definition record. The Retroactive start and Retroactive fields control whether past records are re-evaluated, but to protect completed/running SLAs, retroactivity settings must be properly understood.

Answer

Delete the SLA Definition before making updates

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Disable the SLA background worker thread

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Lock the Task SLA table using Access Control Lists (ACLs)

Question 2

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?

Accepted Answer

Automatic schedule calculation, stage progression, and workflow attachment managed by the SLA engine.. The SLA engine automatically evaluates definitions, conditions, and schedules. Manual creation bypasses schedule calculations and workflow attachments.

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The system will throw a severe security exception due to table-level ACL restrictions.

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Dictionary overrides on the task_sla table will fail to load.

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The scheduled job processor will immediately delete the manually inserted record.

Question 3

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

Accepted Answer

To cancel the existing SLA instance and restart it from the beginning. Reset conditions cause the SLA to cancel its current instance and start a brand new one from zero.

Answer

To retroactively change the duration of the SLA

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To pause the SLA timer until further notice

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To mark the SLA as successfully completed

Question 4

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

Accepted Answer

Completed. Completed is the stage assigned when an SLA stops successfully.

Answer

Cancelled

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Breached

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Achieved

Question 5

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?

Accepted Answer

The SLA Definition with the lowest Order value takes precedence.. SLA definitions can use order fields or specificity to determine precedence when multiple definitions match.

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All matching SLAs attach simultaneously, creating multiple competing timers.

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The system prompts the user to select the correct SLA during case creation.

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ServiceNow processes SLAs alphabetically by name.

Question 6

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?

Accepted Answer

Set the Duration type to 'User specified' and select a duration field from the Task table.. Duration type on SLA Definitions can be set to 'User specified' or derived from a duration field on the task table.

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Use a Workflow timer activity with a dynamic script.

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Create a client script that calculates the milliseconds and injects them into the SLA engine.

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Write an After Insert business rule that modifies the duration field on the contract_sla table.

Question 7

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?

Accepted Answer

Performance Analytics (PA) Indicator with an SLA breakdown. Performance Analytics allows tracking KPIs such as SLA compliance percentages over time.

Answer

Standard List Report with grouping enabled

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Database View combining Case and Sys_User tables

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Pie chart generated from the Task SLA table

Question 8

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?

Accepted Answer

Both an SLA Workflow and SLA Email Notifications are configured to trigger on the same breach event.. Duplicate triggers can occur if both a legacy SLA workflow and modern SLA email/notification features are configured simultaneously for breach.

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The Task SLA table has duplicate dictionary entries.

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The background worker job is scheduled to run twice every minute.

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The Case table business rules are firing recursively.

Question 9

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?

Accepted Answer

Configure the SLA Definition start condition to filter where Contact type is 'Self-Service' or 'Portal'.. Using the Case 'Contact type' or 'Source' field in the Start condition of the SLA Definition.

Answer

Modify the Service Portal widget script to attach the SLA manually.

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Use Data Policies to block SLAs on non-portal channels.

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Create an inbound email action to delete SLAs for email cases.

Question 10

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

Accepted Answer

Task SLA [task_sla]. Task SLA [task_sla] is the table storing all runtime SLA instances.

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SLA Log [sla_log]

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SLA Workflow [sla_workflow]

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Contract SLA [contract_sla]

Question 11

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?

Accepted Answer

No, an SLA definition references a single schedule that governs the calendar calculation for duration and elapsed time.. Standard SLA definitions accept a single schedule per definition record.

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Yes, by attaching two conflicting workflows simultaneously.

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Yes, by checking the 'Dual Schedule' checkbox on the Task SLA form.

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Yes, by configuring separate schedules in the Advanced SLA property table.

Question 12

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?

Accepted Answer

Ensure the task state change to Cancelled triggers the Task SLA cancellation logic, and update past records via batch script.. SLA engine configuration or retroactive cleanup, but ensuring task cancellation correctly cancels active SLAs resolves future cases.

Answer

Manually update every past task_sla record using a background script.

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Delete all breached records from the task_sla table.

Question 13

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?

Accepted Answer

Retroactive. The Retroactive setting controls historical calculation from task creation.

Answer

Relative Duration

Answer

Auto-start

Answer

Retroactive pause

Question 14

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?

Accepted Answer

Reset condition. Reset or Cancel and restart conditions, or specialized SLA reset rules.

Answer

Automatic duration stretching

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Dynamic Priority override property

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SLA Workflow Timer extension

Question 15

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?

Accepted Answer

In the SLA Stage [sla_stage] choice list on the Task SLA table dictionary.. Stages are maintained via choice lists on the Task SLA stage field and engine workflow configurations.

Answer

In the Service Level Management Properties module under 'Custom Stages'.

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In the Dictionary Override of the Case table.

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In the SLA Definition condition builder as an explicit stage filter.