Hi @SumartyaS
I’m not saying this isn’t the right place to ask questions—definitely, it is the best place to ask. However, the questions you’re asking are part of the training, and I’m 100% sure they’re covered in the labs as well.
As a trainer, I can say that if you read the eBook word by word, you’ll find the answers to these questions. You seem confused because you’re referring to different sites where people give varying answers. Instead of considering the eBook or training as the source of truth, you’re coming here.
If you read the eBook or simply open the training and look up your SLA topic, you’ll find these answers exactly as they are.
*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
****************************************************************************************************************
