SNOW-CSA Reporting, SLA and Imports Practice Question
An SLA is defined to pause when state is 'Awaiting Customer'. The SLA timer continues to run even when the state changes to that value. What should the administrator check first?
⚠ Common exam trap
Many candidates confuse the SLA schedule's pause functionality (which pauses based on time) with the pause condition (which pauses based on record state or other criteria), leading them to select Option B instead of C.
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
✓
Verify the SLA pause condition script or condition.
The SLA timer continues to run despite the state being 'Awaiting Customer', which indicates that the pause condition is not being evaluated correctly. The administrator must first verify the SLA pause condition script or condition to ensure it properly triggers a pause when the state changes to 'Awaiting Customer'. If the condition is misconfigured or not returning true, the timer will not pause as expected.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Ensure the business rule that triggers SLA recalculation is active.
Why it's wrong here
Recalculation is important, but if the pause condition never triggered, recalculation won't help.
- ✗
Check the SLA schedule for the 'Pause' field.
Why it's wrong here
SLA schedule defines business hours and excludes pauses; it does not have a 'Pause' field.
- ✓
Verify the SLA pause condition script or condition.
Why this is correct
The pause condition specifies when the timer should be paused; if it's incorrect or not evaluating to true, the timer will not pause.
- ✗
Check the SLA metric timeline.
Why it's wrong here
The timeline shows historical timer data but does not indicate the cause of configuration issues.
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