CIS-CSM Service Level Agreements Practice Question
An implementation specialist is troubleshooting an issue where SLAs are attaching multiple times to the same CSM case. Which THREE configuration errors typically cause duplicate SLA attachment? (Choose three.)
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
✓
Business rules on the Case table manually trigger SLA creation while the background engine is also running.
Overlapping conditions, multiple matching definitions without ordering, or re-triggering rules cause duplicates.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Business rules on the Case table manually trigger SLA creation while the background engine is also running.
Why this is correct
Mixing manual scripted creation with automatic engine triggers creates duplicate instances.
- ✓
A reset condition is incorrectly configured, causing the SLA to constantly cancel and restart in an infinite loop.
Why this is correct
A poorly configured reset condition causes rapid cancellation and re-attachment of SLA instances.
- ✗
The Task SLA table has duplicate dictionary overrides.
Why it's wrong here
Dictionary overrides do not cause SLA instance duplication.
- ✓
Multiple active SLA Definitions have identical or overlapping start conditions and distinct orders that allow both to evaluate as true.
Why this is correct
If definitions have overlapping conditions and distinct rules without proper mutually exclusive filters, multiple SLAs attach.
- ✗
The com.glide.sla.duplicate_prevention property is set to true.
Why it's wrong here
Enabling duplicate prevention would prevent duplicates, not cause them.
About these practice questions
Courseiva writes every CIS-CSM question from scratch — 330 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or 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.