CIS-CSM Service Level Agreements Practice Question
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?
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
✓
Performance Analytics (PA) Indicator with an SLA breakdown
Performance Analytics allows tracking KPIs such as SLA compliance percentages over time.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Standard List Report with grouping enabled
Why it's wrong here
List reports show raw rows, not complex calculated percentages over time like compliance rates.
- ✓
Performance Analytics (PA) Indicator with an SLA breakdown
Why this is correct
Performance Analytics widgets and indicators calculate compliance rates over time and support breakdowns by agent and month.
- ✗
Database View combining Case and Sys_User tables
Why it's wrong here
Database views link data schemas but do not natively render calculated KPI scorecards.
- ✗
Pie chart generated from the Task SLA table
Why it's wrong here
Pie charts are poor for time-series monthly trending data.
Visual reference
About these practice questions
One of 328 original CIS-CSM practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. 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.