CIS-CSM Service Level Agreements Practice Question
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?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
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 analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
The system automatically cancels the Response SLA breach when the Resolution SLA is met.
Why it's wrong here
Meeting one SLA does not retroactively cancel the breach state of a different completed SLA.
- ✗
The Case indicator remains normal because the Resolution SLA was met.
Why it's wrong here
A breach on any attached SLA typically causes the task's SLA indicator to show breached.
- ✗
The SLA engine deletes the Response SLA record to keep reporting clean.
Why it's wrong here
SLA records are preserved for auditing and reporting purposes and are never automatically deleted upon resolution.
- ✓
The Case SLA indicator shows 'Breached' because at least one attached SLA has breached.
Why this is correct
The Task SLA engine rolls up the worst-case state of all attached active or completed SLAs onto the parent task record.
Visual reference
About these practice questions
This CIS-CSM question is part of Courseiva's 328-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official ServiceNow exam blueprint
This CIS-CSM practice question is part of Courseiva's free ServiceNow certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CIS-CSM exam.