CIS-CSM Service Level Agreements Practice Question
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.)
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
✓
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 analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Configure explicit exclusion criteria in the Start condition of the SLA Definition (e.g., Category != Maintenance).
Why this is correct
Start conditions can exclude specific categories, subcategories, or types.
- ✓
Assign a specialized Order and make sure maintenance cases match a higher-priority SLA definition with no actions.
Why this is correct
Using precedence and specialized definitions is a valid architectural pattern.
- ✓
Use the 'Exclude' related list or advanced script inclusion filters on the SLA definition.
Why this is correct
Advanced filtering options exist to exclude specific records or conditions.
- ✗
Delete the Task SLA table dictionary entry for maintenance records.
Why it's wrong here
Dictionary entries apply globally to tables, not individual records.
- ✗
Disable the SLA engine for the maintenance user profile.
Why it's wrong here
Users do not have SLA engine toggles on profiles.
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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
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