CIS-CSM Service Level Agreements Practice Question
When configuring SLA workflows for CSM, which TWO activities are commonly used to handle escalation tasks or notifications? (Choose two.)
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
✓
Notification activity to send emails to managers or support groups upon breach or warning.
Notification and Create Task activities are standard in SLA workflows.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Client Script activity to pop up alerts on agent screens.
Why it's wrong here
Workflows run server-side and cannot execute client scripts directly.
- ✗
Rollback activity to reset the entire CSM case to New status.
Why it's wrong here
Rolling back cases destroys agent progress and is not an SLA function.
- ✓
Notification activity to send emails to managers or support groups upon breach or warning.
Why this is correct
Notification activities alert stakeholders at specific workflow steps.
- ✗
Database View activity to merge table schemas mid-workflow.
Why it's wrong here
Database views are database-level structures, not workflow activities.
- ✓
Create Task activity to automatically generate escalation or follow-up tasks.
Why this is correct
Create Task generates actionable follow-ups when thresholds are reached.
About these practice questions
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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.