CIS-CSM Case Management Practice Question
A customer service supervisor wants to ensure that cases flagged with a 'High' priority have a target resolution time of 8 hours, regardless of the account tier. Which feature should be used to define this metric?
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
✓
Service Level Agreement (SLA) Definition
SLA Definitions evaluate conditions such as Priority = High to attach specific duration target definitions.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Case Escalation Rule
Why it's wrong here
Escalation rules change priority or assign groups based on missed milestones, but do not define the baseline metric target.
- ✓
Service Level Agreement (SLA) Definition
Why this is correct
An SLA definition establishes the conditions (e.g., Priority is High) and the duration target (8 hours) for case resolution.
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Matching Rule
Why it's wrong here
Matching rules find similar records or assign agents based on criteria.
- ✗
Assignment Rule
Why it's wrong here
Assignment rules only determine ownership of a record.
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.