SNOW-CSA Reporting, SLA and Imports Practice Question
A company uses SLAs on Incident records. They want to notify the assignment group when an SLA is about to breach (within 10 minutes). Which THREE actions can be used to achieve this?
⚠ Common exam trap
Test-takers frequently think they need to use a scheduled job or business rule to manually check SLA conditions, when in fact the platform provides built-in event-driven mechanisms like the 'SLA Warning' event and 'on warning' configuration that are more efficient and aligned with best practices.
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
✓
Create a notification that triggers on the 'SLA Warning' event.
The 'SLA Warning' event is a predefined event that fires when an SLA is within its warning threshold. By creating a notification that triggers on this event, you can send an alert to the assignment group when the SLA is about to breach within 10 minutes, as the warning threshold can be configured on the SLA definition.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Create a notification that triggers on the 'SLA Warning' event.
Why this is correct
Notifications can be associated with SLA events like warning.
- ✓
Add a script action to the SLA definition that sends an email via the Event Management system.
Why this is correct
Script actions can be added to SLA events to execute custom code.
- ✗
Create a business rule on the Incident table that checks the SLA percentage.
Why it's wrong here
Business rules run on database operations, not on SLA timing events.
- ✓
Configure an 'on warning' event on the SLA definition.
Why this is correct
The on warning event can trigger actions when the SLA is within a certain percentage of breach.
- ✗
Create a scheduled job that runs every minute to check SLA percentages.
Why it's wrong here
Scheduled jobs are not efficient and not part of SLA automation.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This SNOW-CSA 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 SNOW-CSA exam.