ServiceNow CIS-FSM free question 1 / 10 · Domain 1: Field Service Management Fundamentals
A work order was created with priority 4 (Low). A day later the dispatcher changes it to priority 2 (High). What does the Field Service Management SLAs page say happens to the SLA?
- The current SLA stays on the work order, and the SLA timer keeps running as before
- The SLA for the new priority replaces the current one, and the SLA timer starts over again
- The current SLA stays on the work order, and the SLA timer starts again from zero
- The SLA for the new priority replaces the current one, and the SLA timer keeps running
Show the answer and explanation
Answer: D
Why this is correct
When you create a work order, the system automatically assigns it a default SLA based on its priority level. If you change the priority of the work order, the system cancels the current SLA and applies the SLA appropriate for the new priority, and the SLA timer continues to run even if the priority is changed. Here the work order moves from WM - 5 business days, which is for priority 4 (Low), to WM - Same business day, which is for priority 2 (High) or 1 (Critical). Keeping the timer running means the time already spent still counts against the new target.
Why the other options are wrong
"The SLA for the new priority replaces the current one, and the SLA timer starts over again" … The timer does not start again. The page says the SLA timer continues to run even if the priority is changed.
"The current SLA stays on the work order, and the SLA timer keeps running as before" … The current SLA does not stay. If you change the priority, the system cancels the current SLA and applies the SLA appropriate for the new priority.
"The current SLA stays on the work order, and the SLA timer starts again from zero" … Neither part matches. The current SLA is cancelled and replaced by the one for the new priority, and the timer continues to run.
The SLA covers every task
A note says the SLA applies to the work order, and all associated work order tasks must be completed within the SLA time period to meet it. WM - Next business day is for priority 3 (Moderate). Users with wm_admin can create and edit SLAs or delete them from work orders, and changes are used in new work orders, not in existing ones.
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