CIS-CSM Service Level Agreements Practice Question
When configuring Service Level Agreements in Customer Service Management, which record type defines the time allowed to resolve a case based on priority?
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
The SLA Definition record defines the parameters, schedule, duration, and conditions for service level agreements.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Contract Service Commitment
Why it's wrong here
Service commitments link SLAs to contracts or entitlements, but do not define the underlying timer logic.
- ✓
SLA Definition
Why this is correct
SLA Definitions hold the core configuration, including duration and target percentages.
- ✗
Task SLA Instance
Why it's wrong here
Task SLA instances are generated runtime records, not the configuration definition.
- ✗
SLA Workflow
Why it's wrong here
Workflows manage notifications and escalations, not the target duration definition.
Visual reference
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.