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SNOW-CSA Self-Service and Automation Practice Question
Drag and drop the steps to set up an SLA definition in ServiceNow into the correct order.
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
✓
1. Create an SLA Definition record 2. Define the condition for when the SLA applies (e.g., based on category and priority) 3. Define the time metrics (start, pause, stop conditions and breach time) 4. Define the schedule or business hours for the SLA
The correct sequence for setting up an SLA definition in ServiceNow starts with creating the SLA Definition record, then specifying the condition that determines when the SLA is applied (e.g., based on task type, category, or priority). Next, you define the time metrics, including start, pause, stop conditions, and the breach time. Finally, you associate a schedule (business hours) to calculate elapsed time accurately. This order ensures logical progression from creation to applicability to timing.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
1. Create an SLA Definition record 2. Define the condition for when the SLA applies (e.g., based on category and priority) 3. Define the time metrics (start, pause, stop conditions and breach time) 4. Define the schedule or business hours for the SLA
Why this is correct
This is the correct order because you first create the definition, then set conditions to determine which tasks trigger the SLA, then define the timing metrics based on those conditions, and finally associate a schedule to calculate elapsed time.
- ✗
1. Create an SLA Definition record 2. Define the time metrics (start, pause, stop conditions and breach time) 3. Define the condition for when the SLA applies (e.g., based on category and priority) 4. Define the schedule or business hours for the SLA
Why it's wrong here
This is incorrect because the condition must be defined before the time metrics; otherwise, the time metrics have no context for when they apply.
- ✗
1. Define the schedule or business hours for the SLA 2. Create an SLA Definition record 3. Define the condition for when the SLA applies (e.g., based on category and priority) 4. Define the time metrics (start, pause, stop conditions and breach time)
Why it's wrong here
This is incorrect because the schedule is part of the SLA definition and should be defined after the definition and conditions are established, not first.
- ✗
1. Create an SLA Definition record 2. Define the time metrics (start, pause, stop conditions and breach time) 3. Define the schedule or business hours for the SLA 4. Define the condition for when the SLA applies (e.g., based on category and priority)
Why it's wrong here
This is incorrect because the condition is essential to know which tasks the SLA applies to before defining time metrics and schedule; otherwise, the SLA might apply incorrectly.
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Courseiva writes every SNOW-CSA question from scratch — 504 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
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.