- A
The SLA stop condition is set to 'State is Resolved', but the SLA was paused due to a schedule (e.g., after-hours pause) and the pause time was not counted, causing the actual working time to exceed 4 hours.
If the SLA has a schedule that pauses during non-business hours, the elapsed business time may exceed 4 hours even if real time is less.
- B
The SLA is assigned to the Network Support group, but the assignment group was changed during the incident.
Why wrong: SLA is based on the incident record, not the assignment group.
- C
The SLA duration is defined in business hours, and the incident was created after business hours, so the elapsed time counted only business hours, making the 4-hour window longer in real time.
Why wrong: Business hours would extend real time, not cause a breach within 3 hours.
- D
The SLA condition 'Category is Network' was not evaluated correctly because the category field was updated after the SLA was triggered.
Why wrong: The condition is evaluated at trigger time; changes after do not affect SLA.
SNOW-CSA Reporting, SLA and Imports Practice Question
This SNOW-CSA practice question tests your understanding of reporting, sla and imports. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
An organization has a Service Level Agreement (SLA) defined on the Incident table with a condition of 'Category is Network' and a duration of 4 hours. The SLA is triggered when the incident state changes from 'New' to 'In Progress'. A network incident is created and assigned to the Network Support group. The incident state is changed to 'In Progress' immediately. After 3 hours, the incident is resolved. However, the SLA shows a breach despite the resolution being within 4 hours. What is the most likely cause?
Clue words in this question
Noticing these words before you look at the options changes how you read each choice.
Clue:
"most likely"Why it matters: Probability qualifier — the question wants the most probable cause or outcome, not a guaranteed one. Eliminate low-probability options.
Clue:
"immediately / without restart"Why it matters: Time or reboot constraint — the correct answer must take effect right away without requiring a reboot or reload.
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
The SLA stop condition is set to 'State is Resolved', but the SLA was paused due to a schedule (e.g., after-hours pause) and the pause time was not counted, causing the actual working time to exceed 4 hours.
Option A is correct because the SLA breach occurred despite the incident being resolved within 4 hours of moving to 'In Progress'. The most likely cause is that the SLA stop condition is set to 'State is Resolved', but the SLA was paused due to a schedule (e.g., after-hours pause) and the pause time was not counted, causing the actual working time to exceed 4 hours. In ServiceNow, SLA schedules define when the clock is running; if the incident was resolved during a pause period, the SLA timer would have stopped only when the schedule resumed, and the elapsed working time could exceed the 4-hour duration.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
The SLA stop condition is set to 'State is Resolved', but the SLA was paused due to a schedule (e.g., after-hours pause) and the pause time was not counted, causing the actual working time to exceed 4 hours.
Why this is correct
If the SLA has a schedule that pauses during non-business hours, the elapsed business time may exceed 4 hours even if real time is less.
Clue confirmation
The clue words "most likely", "immediately / without restart" in the question point toward this answer.
Related concept
Read the scenario before looking for a memorised answer.
- ✗
The SLA is assigned to the Network Support group, but the assignment group was changed during the incident.
Why it's wrong here
SLA is based on the incident record, not the assignment group.
- ✗
The SLA duration is defined in business hours, and the incident was created after business hours, so the elapsed time counted only business hours, making the 4-hour window longer in real time.
Why it's wrong here
Business hours would extend real time, not cause a breach within 3 hours.
- ✗
The SLA condition 'Category is Network' was not evaluated correctly because the category field was updated after the SLA was triggered.
Why it's wrong here
The condition is evaluated at trigger time; changes after do not affect SLA.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that candidates assume the SLA timer runs continuously from trigger to stop, ignoring the impact of schedules and pause conditions that can cause a breach even when the actual working time is within the defined duration.
Detailed technical explanation
How to think about this question
ServiceNow SLA schedules use a 'running' clock that pauses during defined non-working hours (e.g., weekends, holidays). When an SLA is paused, the 'Pause Duration' field accumulates the paused time, and the 'Elapsed Time' field only counts working time. If the stop condition (e.g., 'State is Resolved') occurs during a pause period, the SLA does not stop until the schedule resumes, potentially causing a breach even if the working time was under the duration. This behavior is controlled by the 'Schedule' field on the SLA definition and the 'Pause on' conditions.
KKey Concepts to Remember
- Read the scenario before looking for a memorised answer.
- Find the constraint that changes the correct option.
- Eliminate answers that are true in general but not in this case.
TExam Day Tips
- Watch for words such as best, first, most likely and least administrative effort.
- Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A practitioner preparing for the SNOW-CSA exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
Got this wrong? Here's your next step.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
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Reporting, SLA and Imports — study guide chapter
Learn the concepts, then practise the questions
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FAQ
Questions learners often ask
What does this SNOW-CSA question test?
Reporting, SLA and Imports — This question tests Reporting, SLA and Imports — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: The SLA stop condition is set to 'State is Resolved', but the SLA was paused due to a schedule (e.g., after-hours pause) and the pause time was not counted, causing the actual working time to exceed 4 hours. — Option A is correct because the SLA breach occurred despite the incident being resolved within 4 hours of moving to 'In Progress'. The most likely cause is that the SLA stop condition is set to 'State is Resolved', but the SLA was paused due to a schedule (e.g., after-hours pause) and the pause time was not counted, causing the actual working time to exceed 4 hours. In ServiceNow, SLA schedules define when the clock is running; if the incident was resolved during a pause period, the SLA timer would have stopped only when the schedule resumed, and the elapsed working time could exceed the 4-hour duration.
What should I do if I get this SNOW-CSA question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Are there clue words in this question I should notice?
Yes — watch for: "most likely", "immediately / without restart". Probability qualifier — the question wants the most probable cause or outcome, not a guaranteed one. Eliminate low-probability options.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Last reviewed: Jun 11, 2026
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.
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