CIS-CSM Service Level Agreements Practice Question
Which field on the SLA Definition form determines whether the SLA calculates elapsed time starting from the exact moment the Case was created, even if the SLA definition was created after the case?
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
✓
Retroactive
The Retroactive setting controls historical calculation from task creation.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Retroactive
Why this is correct
Checking the Retroactive checkbox makes the SLA calculate its start time based on the task's creation date.
- ✗
Relative Duration
Why it's wrong here
Relative duration refers to scheduling constructs, not retroactivity.
- ✗
Auto-start
Why it's wrong here
Auto-start is not a standard field on SLA definitions.
- ✗
Retroactive pause
Why it's wrong here
Retroactive pause is not a standard field name.
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.