CIS-CSM Service Level Agreements Practice Test 4 — 15 Questions

Question 1

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.

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Modifying the default system timezone property in basic settings.

Question 2

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.. Option C is correct because the Notification activity in SLA workflows is specifically designed to send email notifications to managers, support groups, or other stakeholders when an SLA breach or warning threshold is reached, which is a standard escalation mechanism. Option E is correct because the Create Task activity automatically generates escalation or follow-up tasks (such as task records assigned to a group or user) when an SLA threshold is breached or about to breach, ensuring the escalation is tracked and actioned. Option A is not correct because Client Scripts run on the client side for form behavior and cannot reliably drive SLA workflow escalation or notifications. Option B is not correct because Rollback resets a workflow to a prior activity state and does not reset a CSM case to New status, nor is it an escalation mechanism. Option D is not correct because Database View is a reporting/data-access construct for joining tables, not a workflow activity used for escalation.

Answer

Client Script activity to pop up alerts on agent screens.

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

Answer

Database View activity to merge table schemas mid-workflow.

Question 3

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.. Option A is correct because the SLA engine evaluates start conditions whenever a Case is re-opened; if those conditions are satisfied, it creates a new Task SLA instance rather than reusing an old one. Option C is correct because completed task_sla records are retained in the system, preserving SLA history for audit and reporting instead of being removed. Option B is wrong because re-opening a Case never deletes prior task_sla records. Option D is wrong because the engine does not resume an old SLA from its previous pause point; it generates a new instance when start conditions are met. Option E is wrong because a prior breach does not block a Case from being re-opened.

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 4

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.. Option A is correct because the Task SLAs related list and the SLA component in CSM Workspace/Agent Workspace are the standard, supported ways to surface SLA records and their countdown/breach timing directly on a task record. Option C is correct because Service Portal provides SLA widgets (e.g., the SLA timer/countdown widget) that render real-time countdown bars for end users on portal pages. Option B is wrong because CSS on sys_user has nothing to do with SLA timers and cannot render countdown logic. Option D is wrong because a database view is a read-only joined data source, not a rendering mechanism for graphical timers. Option E is wrong because injecting raw HTML via Client Scripts is unsupported, insecure, and not a valid method for displaying SLA countdowns.

Answer

Modifying CSS style sheets on the sys_user table.

Answer

Creating a custom database view that renders graphical timers.

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Injecting raw HTML via Client Scripts into the form header.

Question 5

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.. Option A is correct because the SLA engine must continuously evaluate start, stop, pause, and reset conditions against active task records, so both the complexity of those conditions and how often they are evaluated directly drive processing load in a high-volume CSM environment. Option C is correct because a large task_sla table combined with missing or improper indexes on custom condition fields forces expensive table scans and slow queries each time the engine processes SLA records. Option D is correct because elapsed-time calculations depend on calendar schedules, and frequent or complex custom calendars (with many entries, time zones, or exceptions) increase the work required to compute business elapsed time. Option B is not correct because the number of concurrent Service Portal agents affects portal and session load, not the SLA engine's calculation workload. Option E is not correct because indicator color schemes are purely cosmetic UI settings and have no impact on SLA calculation 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 6

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.. Option A is correct because the Task SLA [task_sla] table stores the runtime SLA instances attached to task records, so any adjustments to an active SLA (such as pausing, restarting, or recalculating) are recorded there. Option C is correct because the System Audit [sys_audit] table automatically captures field-level changes on audited tables, including Contract SLA and Task SLA records, providing the strict change history required for SLA modifications. Option E is correct because the Contract SLA [contract_sla] table holds the SLA definitions themselves, so updates to SLA definitions are persisted and tracked on that table. Option B is incorrect because Workflow Context [wf_context] stores workflow execution context data, not SLA email delivery auditing. Option D is incorrect because Service Portal Widget Log [sp_widget_log] is unrelated to SLA definition or runtime change tracking.

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 7

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.. Option A is correct because manually invoking SLA creation from a Case business rule (e.g., via GlideRecord inserts into task_sla or calling SLAController) runs in parallel with the SLA background engine, so the same case can get two SLA records for one definition. Option B is correct because a misconfigured reset condition (wrong field, operator, or value) makes the SLA cancel and restart repeatedly, and each restart attaches a new Task SLA record, producing apparent duplicates. Option D is correct because when multiple active SLA Definitions share identical or overlapping start conditions with different order values, the engine evaluates more than one as true and attaches each matching definition to the same case. Option C is not a typical cause: duplicate dictionary overrides on task_sla would affect field behavior, not trigger additional SLA attachments. Option E is not a cause: setting com.glide.sla.duplicate_prevention to true enables duplicate prevention rather than producing duplicates.

Answer

The Task SLA table has duplicate dictionary overrides.

Answer

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

Question 8

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

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In the Contract Service Commitment related list

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In the SLA Workflow Timer activity parameters

Question 9

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?

Accepted Answer

Configure the Pause condition on the SLA Definition to evaluate when the State is Awaiting Problem. The Pause condition on the SLA Definition should be configured to evaluate when the Case State is 'Awaiting Problem'. This pauses the SLA timer while the case is in that state, preventing the SLA from running. It is the standard way to handle SLA pauses for specific states.

Answer

Update the SLA Workflow to include a Timer activity for the Awaiting state

Answer

Create a Business Rule on the Case table to pause the task_sla record

Answer

Modify the Stop condition to include the Awaiting Problem state

Question 10

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?

Accepted Answer

Task SLA [task_sla] table. The Task SLA [task_sla] table is the correct reporting source because it stores one record per task-SLA pairing, including the SLA definition, the task, the stage (In Progress, Breached, Achieved), and the breach time. To report on percentage of case SLAs breached by account, you join task_sla to the case (via the task field) and then to the account, filtering on stage=Breached and the time range. This is the standard table for SLA breach reporting.

Answer

Customer Service Case [sn_customerservice_case] table using SLA related metrics

Answer

Metric Instance [metric_instance] table

Answer

SLA Definition [sys_sla] table

Question 11

When configuring Service Level Agreements in Customer Service Management, which record type defines the time allowed to resolve a case based on priority?

Accepted Answer

SLA Definition. The SLA Definition record is the core configuration object in ServiceNow CSM that specifies the target duration for resolving a case, segmented by priority. It contains the conditions, schedule, and duration fields that determine the time allowed. When an SLA Definition matches a case, the system creates a Task SLA Instance to track the actual elapsed time against that target. Therefore, the record type that defines the allowed time is the SLA Definition.

Answer

Contract Service Commitment

Answer

Task SLA Instance

Answer

SLA Workflow

Question 12

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?

Accepted Answer

On the SLA Definition record. SLA schedules and time zones are defined directly on the SLA Definition record using the Schedule source and Schedule fields.

Answer

In the User profile of the assigned Customer Service Agent

Answer

On the Account record under Regional Settings

Answer

Via System Schedule Properties globally

Question 13

Which TWO of the following components are mandatory when creating a new SLA Definition in ServiceNow CSM? (Choose two.)

Accepted Answer

Table. In ServiceNow CSM, an SLA Definition requires a Table (Option A) because the SLA must be bound to a specific task table (e.g., sn_customerservice_case) to know which records it applies to, and it requires a Duration (Option E), which defines the target time (e.g., a specific amount of time or a relative duration calculated from a start condition) that the SLA measures against. These two fields are mandatory on the SLA Definition form; without a table the SLA has no scope, and without a duration there is no target to breach or meet. Option B (SLA Workflow) is not mandatory—workflows are optional automation that can be attached but are not required to define an SLA. Option C (Associated Entitlement) is not mandatory because entitlements are optional and used to determine which SLA applies to a customer or contract, not a required field on the SLA Definition itself. Option D (Retroactive start field value) is not mandatory; retroactive start is an optional setting that allows the SLA to begin based on a past field value rather than the default creation/start time.

Answer

SLA Workflow

Answer

Associated Entitlement

Answer

Retroactive start field value

Question 14

When designing SLA escalation workflows for CSM, which TWO methods can be utilized to notify stakeholders before an SLA breaches? (Choose two.)

Accepted Answer

Configuring Workflow Notification activities triggered by SLA stage transitions. Option A is correct because Workflow Notification activities can be placed on SLA stage transitions (for example, when an SLA moves to an 'About to breach' or 'Escalated' stage), letting the workflow proactively email stakeholders before the breach occurs. Option D is correct because an SLA Percentage Timer (e.g., at 75% or 90% of the SLA duration) can be added to the SLA workflow, and when that timer fires it triggers a Notification activity to warn stakeholders ahead of the breach. Option B is wrong because the SLA Definition Stop condition only determines when an SLA stops (such as on case resolution or a field change); it does not generate email events. Option C is wrong because Client Scripts run in the browser on form events like onLoad, onChange, or onSubmit, not on server-side SLA timer expiration. Option E is wrong because the Schedule source defines the business calendar/schedule used to calculate SLA duration, not an email notification mechanism.

Answer

Modifying the SLA Definition Stop condition to fire email events

Answer

Writing a Client Script on the Case form to send emails on timer expiration

Answer

Setting the SLA Definition Schedule source to Email Notification

Question 15

An implementation specialist is configuring a CSM SLA for a case that requires a response within 2 hours, but only during business hours (Monday-Friday, 9 AM to 5 PM). The SLA should pause outside business hours. The specialist creates a schedule named 'Business Hours' with the correct time periods. Which configuration must be applied to the SLA definition to ensure the SLA only counts time within the schedule?

Accepted Answer

Set the 'Schedule' field on the SLA definition to 'Business Hours' and set the 'Schedule source' to 'SLA definition'.. To ensure the SLA only counts time within business hours, the administrator must set the 'Schedule' field to the 'Business Hours' schedule and set the 'Schedule source' to 'SLA definition'. This tells the SLA engine to use the schedule defined on the SLA definition itself. The 'Schedule source' field is critical; if set incorrectly, the SLA may ignore the schedule or use a different one, leading to inaccurate elapsed time. This configuration ensures the SLA pauses outside the defined business hours, meeting the requirement.

Answer

Set the 'Schedule' field on the SLA definition to 'Business Hours' and set the 'Schedule source' to 'Task SLA'.

Answer

Set the 'Schedule' field on the SLA definition to 'Business Hours' and set the 'Schedule source' to 'Task SLA' if the task has a schedule, otherwise it falls back to the SLA definition.

Answer

Set the 'Schedule' field on the SLA definition to 'Business Hours' and leave the 'Schedule source' field empty, as it defaults to the SLA definition.