The correct answer is that SLA definitions can specify a start condition based on a record field value, and Business Rules can be configured to pause or cancel an SLA based on specific conditions. This is correct because ServiceNow’s SLA lifecycle management relies on start conditions—such as a field changing to a particular state—to trigger the clock, while Business Rules use methods like `stopSLA()` or `pauseSLA()` to automate pauses or cancellations when conditions like assignment or state changes occur. On the ServiceNow CSA exam, this tests your understanding of how SLAs are not static; they are dynamic processes governed by conditions and automation. A common trap is assuming SLAs only start on creation or can only be paused manually, but the exam emphasizes that both field-based triggers and automated Business Rules are valid. Memory tip: think “Start on field, stop by rule” to recall the two correct truths.
SNOW-CSA Reporting, SLA and Imports Practice Question
This SNOW-CSA practice question tests your understanding of reporting, sla and imports. This is a configuration task: choose the command set that satisfies every stated requirement. Small differences — like 'secret' vs 'password' or 'transport input ssh' vs 'all' — change whether the answer is correct. 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.
Which TWO are true about Service Level Agreements (SLAs) in ServiceNow?
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
A Business Rule can be used to pause or cancel an SLA.
Option A is correct because Business Rules in ServiceNow can be configured to pause or cancel an SLA based on specific conditions, such as changes in state or assignment. This is achieved by writing a Business Rule that triggers on the appropriate table (e.g., task) and uses the `stopSLA()` or `pauseSLA()` methods on the SLA record. This allows administrators to automate SLA lifecycle management without manual intervention.
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.
✓
A Business Rule can be used to pause or cancel an SLA.
Why this is correct
Business Rules can update SLA records using the SLA API.
Related concept
Read the scenario before looking for a memorised answer.
✓
SLA definitions can specify a start condition based on a record field value.
Why this is correct
Start conditions are part of SLA definition setup.
Related concept
Read the scenario before looking for a memorised answer.
✗
SLAs are defined per user to track individual performance.
Why it's wrong here
SLAs are defined on record conditions, not per user.
✗
SLAs can only be created for the Incident table.
Why it's wrong here
SLAs can be applied to any task table.
✗
Once an SLA is breached, it is automatically deleted from the system.
Why it's wrong here
Breached SLAs remain in the system for reporting.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that candidates often assume SLAs are only for the Incident table (Option D) or that breached SLAs are deleted (Option E), but ServiceNow allows SLAs on multiple task tables and retains breached SLAs for historical analysis.
Detailed technical explanation
How to think about this question
Under the hood, ServiceNow SLAs are implemented via the `contract_sla` table, which stores SLA instances tied to specific records. The start condition in an SLA definition can be a condition builder expression (e.g., `state=2` for 'In Progress'), and the system uses a scheduled job (SLA Breach Job) to check for breaches every minute. A real-world scenario: an SLA for a critical incident might be paused when the incident is placed on hold (via a Business Rule) and resumed when the hold is removed, ensuring accurate time tracking.
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.
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: A Business Rule can be used to pause or cancel an SLA. — Option A is correct because Business Rules in ServiceNow can be configured to pause or cancel an SLA based on specific conditions, such as changes in state or assignment. This is achieved by writing a Business Rule that triggers on the appropriate table (e.g., task) and uses the `stopSLA()` or `pauseSLA()` methods on the SLA record. This allows administrators to automate SLA lifecycle management without manual intervention.
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.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
About these practice questions
Courseiva creates original exam-style practice questions with explanations and wrong-answer analysis. It does not publish real exam questions, exam dumps, or protected exam content. Learn why practice questions differ from exam dumps →
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. Which TWO of the following are valid ways to trigger an SLA in ServiceNow? (Choose exactly 2.)
medium
A.When a task is not updated for 24 hours
✓ B.When a new incident is created with a specific category
C.When a scheduled job runs at a specific time each day
D.Automatically for every record in the incident table
✓ E.When an incident is reassigned to a different assignment group
Why B: Option B is correct because ServiceNow SLAs can be triggered by a condition defined in an SLA definition, such as when a new incident is created with a specific category. This is achieved by configuring the 'Start Condition' on the SLA definition to evaluate field values like 'Category' upon record creation.
Last reviewed: Jun 11, 2026
Question Discussion
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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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