SNOW-CSA Reporting, SLA and Imports Practice Question
Which TWO are true about Service Level Agreements (SLAs) in ServiceNow?
⚠ Common exam trap
A common mix-up: candidates 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.
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
✓
A Business Rule can be used to pause or cancel an SLA.
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.
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.
- ✓
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.
- ✗
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.
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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.