CIS-CSM Account And Contact Management Practice Question
An enterprise customer has purchased a contract that covers support requests only during standard business hours (Monday-Friday, 9 AM - 5 PM). Where should this time restriction be linked to ensure cases adhere to the contract terms?
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
✓
SLA Definition / Schedule
Entitlements are tied to Service Level Agreements (SLAs) which incorporate schedules.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Account Operating Hours
Why it's wrong here
Accounts do not have a native operating hours field that governs case consumption directly.
- ✗
Entitlement Schedule
Why it's wrong here
Schedules are typically referenced within SLAs tied to entitlements.
- ✓
SLA Definition / Schedule
Why this is correct
SLAs referenced by entitlements utilize schedules to calculate business hours.
- ✗
Contact Time Zone
Why it's wrong here
Time zones affect display times, not contractual coverage hours.
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.