CIS-CSM Service Level Agreements Practice Question
Which TWO methods can be used to apply a custom business schedule to a CSM SLA Definition? (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
✓
Selecting a predefined schedule directly in the Schedule field on the SLA Definition record.
Schedules can be selected directly on the SLA definition or determined dynamically via script/schedule source fields.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Hardcoding business hours directly into the SLA workflow JavaScript activities.
Why it's wrong here
Hardcoding calendar math in scripts is a severe anti-pattern.
- ✓
Selecting a predefined schedule directly in the Schedule field on the SLA Definition record.
Why this is correct
The standard method is selecting a schedule record in the SLA definition form.
- ✗
Writing a client script that injects calendar hours into the browser DOM.
Why it's wrong here
Client scripts cannot modify backend calendar calculations.
- ✗
Modifying the default system timezone property in basic settings.
Why it's wrong here
Timezone properties affect global display, not specific business schedules.
- ✓
Referencing a schedule dynamically through a schedule source field on the Task or SLA definition.
Why this is correct
Advanced configurations support dynamic schedule resolution via script or source fields.
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.