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

Question 1

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?

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

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.

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In the Dictionary entry for the Case priority field

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

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In the Workflow properties of the attached SLA workflow

Question 2

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

Accepted Answer

Create separate SLA Definitions with appropriate start conditions referencing the Account Tier.. Using dot-walking in the SLA Definition's start/stop conditions or defining separate SLA definitions filtered by account tier.

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Modify the base system SLA Workflow script to query account tiers dynamically.

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Configure a client script to prompt the agent for the duration when the case is opened.

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Write a custom business rule to overwrite the duration field on the task_sla table.

Question 3

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?

Accepted Answer

It specifies the type of SLA timer (e.g., Resolution, Response) and sets the metric objective type.. The Target field dictates which type of metric or countdown timer is being evaluated (e.g., Response, Resolution).

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It determines which user group receives breach notifications.

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It restricts the SLA to a specific customer tier.

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It defines the specific workflow that executes when the SLA breaches.

Question 4

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

Accepted Answer

In the Task SLAs related list on the Case form. Agents view attached SLAs on the Case form, typically in a related list named Task SLAs.

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In the SLA Definitions module under System Policy

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In the System Log module

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In the Metric Definitions table list view

Question 5

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 6

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. The Reset condition in an SLA Definition determines when an SLA timer should be cancelled and restarted from the beginning. This is used when a significant event occurs that invalidates the current SLA progress, such as a case being reassigned or a priority change, requiring the SLA to be recalculated based on the new conditions.

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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 7

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.

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Cancelled

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Breached

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Achieved

Question 8

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.

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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 9

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

Accepted Answer

Task SLA [task_sla]. The Task SLA [task_sla] table in ServiceNow stores SLA instances that are attached to tasks, including customer service cases (which are tasks). It contains active and historical SLA records, tracking the state, stage, and timing of each SLA. This is the default table for SLA instances on cases.

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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 10

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 field on the SLA Definition form determines whether the SLA starts calculating from the exact moment the task was created, even if the SLA definition was created later. When set to true, the SLA will retroactively apply to tasks that were created before the SLA definition existed. This ensures that elapsed time is calculated from the task's creation time.

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Relative Duration

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Auto-start

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Retroactive pause

Question 11

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.

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Automatic duration stretching

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Dynamic Priority override property

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SLA Workflow Timer extension

Question 12

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.)

Accepted Answer

Modern SLA Notifications are easier to maintain for simple email alerts at specific percentages without building full workflow graphs.. Option D is correct because modern SLA Email Notifications are purpose-built for straightforward, threshold-based email alerts (for example, firing at 50%, 75%, or 100% of an SLA target) and are configured declaratively, so they avoid the overhead of designing, versioning, and maintaining a full workflow graph. Option E is correct because SLA Workflows run on the workflow engine and therefore support advanced programmatic logic such as conditional branching, scripted activities, spawning sub-tasks, and outbound integrations (e.g., REST/SOAP calls) when a breach or threshold is reached. Option A is wrong because SLA Workflows are not mandatory for all CSM implementations in Vancouver; both workflow-based and modern notification-based SLAs remain supported configuration choices. Option B is wrong because SLA Workflows are not restricted to the Incident table and can be attached to CSM Case tables and other task-based tables. Option C is wrong because modern SLA Notifications do not bypass the workflow engine for the sake of raw speed; they are a simplified configuration surface, not a performance architecture that skips the engine.

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

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

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

Question 13

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.

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

Question 14

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'.. When a CSM Case SLA reaches its breach threshold, the Task SLA record's Stage field is automatically updated to 'Breached' (option B), reflecting that the SLA has passed its breach time and moving it into the breached lifecycle stage. Simultaneously, the 'Has breached' flag on the Task SLA record is set to true (option D), which is the boolean field ServiceNow uses to indicate the SLA has breached and to drive breach-related reporting and conditions. Option A is incorrect because priority is not automatically downgraded to Low on breach; SLA breach does not alter the case priority in that manner. Option C is incorrect because attached SLAs are not permanently locked from updates on breach; they continue to be processed and can be updated. Option E is incorrect because breaching an SLA never deletes the parent CSM Case record; deletion is not an automatic breach action.

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The Case priority is automatically downgraded to Low.

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

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

Question 15

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.. Option C, the Task SLA [task_sla] table, is correct because it is the transactional record that stores each task's SLA instance, including fields like business duration, elapsed time, breach time, and has_breached, which are the foundation for runtime duration, breach count, and compliance percentage reporting. Option D, the Contract SLA [contract_sla] table, is correct because it holds the SLA definition configuration—such as target thresholds, schedule, and start/stop/pause conditions—which is needed to report on the SLA terms and targets themselves. Option E, Performance Analytics indicators targeting SLA breach counts and resolution rates, is correct because PA indicators and breakdowns aggregate task_sla data into trended KPIs, enabling comprehensive SLA performance reporting beyond raw table queries. Option A is not correct because the SLA Workflow [sla_workflow] table relates to Workflow/Flow execution on the SLA engine, not to the SLA runtime durations or compliance metrics required for SLA reporting. Option B is not correct because the Sys Audit [sys_audit] table records field-level change history for auditing, not the elapsed seconds on active SLA timers, which are stored on task_sla.

Answer

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

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