On the first SLA knowledge check, the question asks "How does the passed deadline interval differ from the goal and deadline intervals?". This question shows the correct answer as being "Goal and deadline intervals do not repeat". While this is true, there is another option that states "Goal and deadline intervals begin at the start of the assignment, case, or step" that shows as incorrect, however the explanation for why it's wrong literally states "The goal and deadline intervals are measured from when the step, assignment, or case begins". That's exactly what the question states and is also what the previous page gave as the correct answer.
Am I missing something or is this question incorrectly giving two correct answers?
Further, another answer option listed as incorrect is "Goal and deadline intervals have limited escalation options" which I would argue is also correct, as they have fewer escalation options than the Passed Deadline interval.
I suppose this question asks for the most important distinction of passed deadline from goal and deadline and since the former repeats and the latter ones don't , so the most appropriate choice is that passed deadline repeats while goal and deadline don't. I've also gone through this question and was confused with so many likely correct options, but I guess it's asking for the most appropriate one.
The Knowledge Check should have two correct answers, as you noted. The differences between the passed deadline interval and the goal/deadline intervals are the ability to repeat, and when the interval begins.
However, all service level intervals have the same number of escalation actions.
Well, the knowledge check does have 2 correct answers... but only one shows as "correct", the other shows as it's incorrect. I thought pass deadline had additional escalation actions such as resolving, routing to another user, etc. Can you do those things from goal and deadline as well?