CIS-CSM Service Level Agreements Practice Test 3 — 15 Questions

Question 1

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.)

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

Accepted Answer

Modern SLA Notifications are easier to maintain for simple email alerts at specific percentages without building full workflow graphs.. SLA workflows provide advanced branching and task creation, while modern SLA notifications offer simpler email configurations without complex workflow maintenance.

Answer

SLA Workflows are mandatory for all CSM implementations starting in Vancouver.

Answer

SLA Workflows can only be attached to Incident tables and cannot be used with CSM Cases.

Answer

Modern SLA Notifications execute faster because they bypass the workflow engine entirely.

Question 2

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.)

Accepted Answer

The Case state value being used in practice does not match the backend choice value specified in the pause condition.. Investigate pause condition syntax, active pause states, and conflicting definitions.

Answer

The system property com.glide.sla.pause_enabled is set to false.

Answer

The Task SLA table has read-only ACLs preventing the state update.

Question 3

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

Accepted Answer

The Task SLA record's Stage field is updated to 'Breached'.. Upon breach, the Task SLA record stage updates to Breached and breach time is logged.

Answer

The Case priority is automatically downgraded to Low.

Answer

All attached SLAs on the case are permanently locked from further updates.

Answer

The parent CSM Case record is automatically deleted to maintain database performance.

Question 4

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.)

Accepted Answer

Task SLA [task_sla] table for tracking runtime durations, breach counts, and compliance percentages.. Task SLA, duration fields, and breach flags form the foundation of SLA reporting.

Answer

SLA Workflow [sla_workflow] table for analyzing workflow canvas execution durations.

Answer

Sys Audit [sys_audit] table for tracking every second elapsed on active SLA timers.

Question 5

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

Accepted Answer

Selecting a predefined schedule directly in the Schedule field on the SLA Definition record.. Schedules can be selected directly on the SLA definition or determined dynamically via script/schedule source fields.

Answer

Hardcoding business hours directly into the SLA workflow JavaScript activities.

Answer

Writing a client script that injects calendar hours into the browser DOM.

Answer

Modifying the default system timezone property in basic settings.

Question 6

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.)

Accepted Answer

Configure explicit exclusion criteria in the Start condition of the SLA Definition (e.g., Category != Maintenance).. Exclusions can be handled via start conditions, category filters, or domain separation/account criteria.

Answer

Delete the Task SLA table dictionary entry for maintenance records.

Answer

Disable the SLA engine for the maintenance user profile.

Question 7

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

Accepted Answer

Notification activity to send emails to managers or support groups upon breach or warning.. Notification and Create Task activities are standard in SLA workflows.

Answer

Client Script activity to pop up alerts on agent screens.

Answer

Rollback activity to reset the entire CSM case to New status.

Answer

Database View activity to merge table schemas mid-workflow.

Question 8

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

Accepted Answer

If start conditions are met upon re-opening a Case, a new Task SLA instance can be automatically generated.. Re-opening cases can trigger new SLA instances if configured via reset/start conditions.

Answer

Re-opening a case automatically deletes all previous task_sla records to maintain a clean slate.

Answer

Active SLAs are automatically resumed from their exact previous pause point without generating new instances.

Answer

The system prevents cases from being re-opened if an SLA has breached.

Question 9

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

Accepted Answer

Using the Task SLAs related list or workspace SLA component.. Timers appear via specialized workspace components and form formatters/widgets.

Answer

Modifying CSS style sheets on the sys_user table.

Answer

Creating a custom database view that renders graphical timers.

Answer

Injecting raw HTML via Client Scripts into the form header.

Question 10

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.)

Accepted Answer

The complexity and frequency of start, stop, pause, and reset condition evaluations across active task records.. Complex conditions, frequent state updates, and schedule evaluations impact SLA engine performance.

Answer

The number of active agents logged into the Service Portal concurrently.

Answer

The color scheme chosen for SLA indicators on workspace list views.

Question 11

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.)

Accepted Answer

Task SLA [task_sla] table where runtime instance adjustments are recorded.. Audit logs, SLA definitions, and task SLA tables track modifications.

Answer

Workflow Context [wf_context] table for auditing SLA email deliveries.

Answer

Service Portal Widget Log [sp_widget_log] for tracking portal SLA rendering.

Question 12

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.)

Accepted Answer

SLA workflow timers are independent of the core SLA schedule unless explicitly scripted.. SLA workflows attach upon SLA start, detach upon stop/cancel, and operate asynchronously.

Answer

SLA workflows automatically modify the base duration of the Task SLA record upon completion.

Answer

SLA workflows run synchronously on the client browser before the form saves.

Question 13

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.)

Accepted Answer

Business rules on the Case table manually trigger SLA creation while the background engine is also running.. Overlapping conditions, multiple matching definitions without ordering, or re-triggering rules cause duplicates.

Answer

The Task SLA table has duplicate dictionary overrides.

Answer

The com.glide.sla.duplicate_prevention property is set to true.

Question 14

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

Accepted Answer

Associating regional holiday schedules with the specific Schedule [cmn_schedule] referenced in the SLA Definition.. Schedules support child schedules and timezone/holiday associations.

Answer

Hardcoding regional holidays into client-side UI policies for each agent.

Answer

Changing the global system language property to match the region.

Answer

Using Data Policies to enforce regional timezones on the Case form.

Question 15

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?

Accepted Answer

In the SLA Definition Start condition field. The SLA definition table (sla) uses the 'Start condition' field to determine when the SLA lifecycle begins, allowing administrators to filter by Priority and Account tier.

Answer

In the System Properties table under SLA configuration

Answer

In the Contract Service Commitment related list

Answer

In the SLA Workflow Timer activity parameters