CIS-CSM Service Level Agreements Practice Question
When setting up SLA Definitions for CSM Accounts in different geographic regions, which TWO mechanisms ensure that correct holiday schedules are applied? (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
✓
Associating regional holiday schedules with the specific Schedule [cmn_schedule] referenced in the SLA Definition.
Schedules support child schedules and timezone/holiday associations.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Associating regional holiday schedules with the specific Schedule [cmn_schedule] referenced in the SLA Definition.
Why this is correct
Schedules support child schedules and entries for holidays, which can be linked to SLA definitions.
- ✗
Hardcoding regional holidays into client-side UI policies for each agent.
Why it's wrong here
Holidays must be handled server-side via calendar schedules, not UI policies.
- ✓
Filtering SLA definitions by Account Region or Country so the appropriate schedule is attached.
Why this is correct
Using definition conditions tied to account region routes cases to the correct regional SLA definition.
- ✗
Changing the global system language property to match the region.
Why it's wrong here
Language properties affect translation, not calendar holiday schedules.
- ✗
Using Data Policies to enforce regional timezones on the Case form.
Why it's wrong here
Data policies do not handle schedule calendar math.
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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
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