SNOW-CSA Reporting, SLA and Imports Practice Question
Which TWO of the following are valid ways to trigger an SLA in ServiceNow? (Choose exactly 2.)
⚠ Common exam trap
Many candidates confuse SLA start conditions with SLA breach conditions or time-based triggers, leading candidates to select options that describe when an SLA is breached (A) or a recurring job (C) rather than how an SLA is initiated.
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
✓
When a new incident is created with a specific category
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.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
When a task is not updated for 24 hours
Why it's wrong here
SLA triggers require a condition on the record, not a timeout.
- ✓
When a new incident is created with a specific category
Why this is correct
SLA definitions can have start conditions based on record creation and field values.
- ✗
When a scheduled job runs at a specific time each day
Why it's wrong here
SLA triggers are based on record events, not time-based jobs.
- ✗
Automatically for every record in the incident table
Why it's wrong here
SLA definitions apply based on conditions, not to all records.
- ✓
When an incident is reassigned to a different assignment group
Why this is correct
The SLA definition's start condition can include changes in assignment.
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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.