ServiceNow CIS-CSM free question 4 / 10 · Domain 4: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting
Yamada, who handles global support, created a business hours schedule of weekdays 9:00-17:00 and set its time zone to Asia/Tokyo. If this schedule is also used for the SLA of a US customer's case, how are the business hours counted?
- Differently for each person, by the time zone of whoever is looking at the case
- As 9:00-17:00 Tokyo time, whatever the customer's local time is
- In the instance's system default time zone, with the Tokyo setting on the schedule ignored
- Converted to the time zone on the customer record, as 9:00-17:00 in US local time
Show the answer and explanation
Answer: B
Why this is correct
The Time Zone field of a schedule sets the time zone the schedule is defined in. When a schedule is defined in a specific time zone, users in other time zones see the same hours with their own time zone applied, so a schedule set to Asia/Tokyo counts 9:00-17:00 Tokyo time for every case.
Why the other options are wrong
"Converted to the time zone on the customer record, as 9:00-17:00 in US local time" … Following a local time is what a Floating schedule does, relative to the process accessing it. A schedule set to Asia/Tokyo stays on Tokyo hours.
"Differently for each person, by the time zone of whoever is looking at the case" … Users in other time zones see the same hours converted to their own time zone. The hours being counted do not change.
"In the instance's system default time zone, with the Tokyo setting on the schedule ignored" … The schedule's Time Zone field is what is used. Only a Floating schedule takes its time zone from whatever is accessing it.
Key point
For global support, the usual setup is a schedule per region and SLA definitions that match those schedules.
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