CIS-CSM Service Level Agreements Practice Question
A CSM project requires an SLA to pause whenever a Case is placed in the 'Awaiting Vendor' state. Where must this pause condition be configured so that the Task SLA engine recognizes it?
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
✓
In the SLA Definition record using the Pause condition field
Pause conditions are configured directly within the SLA Definition record using the Pause condition builder.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
In a Business Rule running on the Task SLA table
Why it's wrong here
Custom business rules on Task SLA are discouraged for native pause logic, as the SLA engine handles this out of the box.
- ✗
In the SLA Workflow using a Timer activity
Why it's wrong here
Timers in workflows are for delays, not for managing the internal Pause state of the Task SLA engine.
- ✗
In the SLA Definition record using the Pause condition field
Why it's wrong here
Wait, the pause condition is configured directly on the SLA Definition record. Let's check option D.
- ✓
In the SLA Definition record using the Pause condition field
Why this is correct
The SLA Definition form provides a dedicated 'Pause condition' field specifically designed to handle pause triggers like specific Case states.
About these practice questions
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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
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.