CIS-CSM Service Level Agreements Practice Question
An administrator is asked to configure a custom SLA stage that triggers when an SLA is within 15 minutes of breaching. Where must this custom stage be added so that the SLA engine recognizes and applies it correctly?
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 Stage [sla_stage] choice list on the Task SLA table dictionary.
Stages are maintained via choice lists on the Task SLA stage field and engine workflow configurations.
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 the Service Level Management Properties module under 'Custom Stages'.
Why it's wrong here
SLM properties do not manage custom UI/engine stages directly.
- ✗
In the Dictionary Override of the Case table.
Why it's wrong here
Task SLA stages belong to the Task SLA table, not the Case table.
- ✓
In the SLA Stage [sla_stage] choice list on the Task SLA table dictionary.
Why this is correct
Adding custom stages requires updating the choices on the 'stage' field of the Task SLA table and aligning workflow/engine logic.
- ✗
In the SLA Definition condition builder as an explicit stage filter.
Why it's wrong here
Condition builders filter records; they do not define global engine stages.
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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.