ServiceNow · Free Practice Questions · Last reviewed May 2026
30real exam-style questions organised by domain, each with the correct answer highlighted and a plain-English explanation of why it's right — and why the others are wrong.
A customer service agent receives a case that requires input from a third-party vendor who does not have access to the ServiceNow instance. What is the standard CSM feature used to collaborate with external stakeholders via email?
Work Notes
Additional Comments (Customer visible)
Writing in the Additional Comments field triggers outbound emails to external customers/contacts, capturing their replies back into the case timeline.
Major Case Workbench
Workspace Agent Chat
An implementation specialist is configuring Case Creation channels and needs to allow end-users to create cases via inbound emails. Which table must be monitored by the Inbound Email Actions to generate sn_customerservice_case records?
cmn_communication_channel
sys_email_mailbox
sys_email
Inbound email actions evaluate records on the Email (sys_email) table as they are received to determine what action to take.
sn_customerservice_case
An administrator needs to configure case creation so that cases submitted from the Consumer Portal automatically assign to a specific dedicated support queue. Where should this routing configuration be established?
Case Service Level Agreements
Assignment Data Policies
Portal Widget Properties
AWA Queue Conditions
AWA queue conditions evaluate incoming records, such as cases from the Consumer Portal, and route them to the designated queue.
A customer service manager wants to track how long cases remain in the 'Awaiting Info' state before moving back to 'In Progress'. Which ServiceNow feature should be utilized to measure this specific duration?
Data Lookup Definitions
Case Lifecycle Reports
SLA Definitions with Pause Conditions
By configuring an SLA with a pause condition matching the 'Awaiting Info' state, the system accurately measures elapsed active time versus paused time.
Metric Definitions
An agent is working on a complex case and realizes that multiple other customers are reporting the exact same service outage. The agent needs to elevate this incident to a major case. Which role is required to create and manage Major Cases?
sn_major_case_mgmt.manager
The Major Case Manager role grants full access to create, manage, and oversee major cases.
sn_customerservice_agent
sn_customerservice_manager
itil
An implementation specialist is setting up Case Lifecycle Management and needs to configure state transitions so that a case cannot move directly from 'New' to 'Closed'. Where are these state transition rules defined in CSM?
Dictionary Overrides
Client Scripts
State Model Definitions
State models and state transition tables define valid path transitions from one state to another for CSM tables.
Workflow Activity Properties
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Practice this domainAn administrator needs to restrict access to a specific community forum so that only members of a specific Account or Partner organization can view and participate. Where is this security established?
Dictionary overrides on the community table
Access Control Lists (ACLs) on the sys_user table
User Criteria associated with the specific Community or Forum record
Correct. User criteria are utilized across CSM portals and communities to restrict visibility to targeted audiences (such as specific accounts or consumers).
Client Scripts running on the portal login page
An organization wants to ensure that inappropriate community posts are automatically flagged for review before they become publicly visible on the CSM portal. Which configuration should the administrator implement?
Configure moderation rules in Community Administration to intercept and flag content matching specific criteria
Correct. Community moderation rules allow organizations to automatically flag content based on keywords, spam patterns, or author thresholds.
Modify the Case creation UI Policy
Write an inbound email action on the kb_knowledge table
Set the system property glide.cs.moderation.auto_delete to true
What is the primary purpose of implementing peer-to-peer support forums within the ServiceNow CSM application?
To enable deflection by allowing customers to find answers from other users
Correct. Community forums leverage collective user knowledge to resolve issues without agent intervention.
To host secure, encrypted messaging between enterprise clients and executives
To track employee performance metrics and KPIs
To replace internal IT ticketing systems
A community moderator wants to convert a popular, unresolved peer-to-peer community question into a formal customer service case because it requires specialized backend engineering support. How should the moderator achieve this in ServiceNow CSM?
Export the thread to XML and import it into the Case table
Change the table name of the record from community content to case via background scripts
Use the 'Create Case' action directly from the community thread moderation menu
Correct. ServiceNow CSM provides an integrated feature allowing moderators to escalate a community thread into a formal case while retaining reference links.
Manually copy and paste the forum text into a new record on the sn_customerservice_case form
A community manager needs to configure reputation points and badges for active users who frequently answer questions in the peer-to-peer forums. Where is this configured in ServiceNow CSM?
Community Administration > Reputation Setup
Correct. Community Administration > Reputation Setup governs how users earn points for activities like posting, commenting, and having answers marked correct.
User Administration > Badges
Customer Service > Administration > Reputation
Collaboration > Gamification > Badges
An administrator is troubleshooting a scenario where community discussions are not appearing in Contextual Search results during case creation. Which table must be indexed or included in the Contextual Search table configurations to resolve this issue?
kb_knowledge
sn_communities_content
Correct. sn_communities_content is the primary table storing community content that needs to be configured in search sources for Contextual Search.
sn_customerservice_case
sys_user
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Practice this domainAn agent is viewing a case and wants to create a new knowledge article capturing the troubleshooting steps taken. Which UI action facilitates this directly from the case form?
Create Knowledge
The 'Create Knowledge' UI action allows agents to generate a draft knowledge article pre-populated with case short description and description.
Convert to Article
Publish to Knowledge Base
Send Knowledge Article
A CSM knowledge base needs to support translation management. When a translated version of an article is published, what happens to the workflow state of the original source article?
The source article remains published
Publishing a translated article does not alter the workflow state of the primary source article.
The source article is automatically retired
The source article is deleted to prevent duplication
The source article reverts to draft status pending review
A customer service manager wants to restrict a specific knowledge base so that only external consumers with a specific product entitlement can view its articles. Which feature should the specialist configure?
Dynamic filter options on sn_customerservice_case table
Customer Service Entitlements related list on the Knowledge Base
Access Control Lists (ACLs) on the kb_knowledge table
User Criteria applied to the Knowledge Base record
User Criteria applied directly to the Can Read and Cannot Read related lists on the Knowledge Base form control article visibility for consumers and partners.
An agent resolves a CSM case by utilizing information from a published knowledge article. How can the agent link this article to the case for reporting and tracking purposes?
By changing the case state to 'Resolved with Knowledge'
By clicking the 'Attach' button in the Contextual Search results sidebar
Clicking 'Attach' creates a record in the m2m table linking the case and the knowledge article natively.
By updating the 'Knowledge Article' field on the case form header
By copying the article URL into the work notes
An implementation specialist is setting up feedback management for CSM knowledge articles. Where do user comments and ratings submitted via the Customer Service Portal get stored?
sn_customerservice_case_feedback table
kb_feedback table
The kb_feedback table stores article ratings, views, and comments submitted by users.
kb_knowledge table directly in the comments field
sys_journal_field table
A CSM customer service agent creates a case and notices that recommended knowledge articles are automatically suggested in the contextual sidebar. Where is this behavior configured in ServiceNow CSM?
Knowledge Management > Administration > Properties
Customer Service > Administration > Suggested Articles
Knowledge Bases > Properties > Contextual Suggestions
Contextual Search > Table Configurations
Table Configurations in Contextual Search link source forms like sn_customerservice_case to search contexts and result configurations.
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Practice this domainAn administrator needs to allow a partner organization to view and manage cases for multiple distinct end-customer accounts they support. Which CSM record type is specifically used to establish this business-to-business support network?
Contact association map
Customer relationship [customer_relationship]
Customer relationships define connections between accounts, such as partner-to-customer links.
Account hierarchy tree
Consumer relationship
An organization has a complex account structure where subsidiary accounts report to a regional parent account, which in turn reports to a global headquarters. A CSM administrator needs to ensure that cases created by contacts at a subsidiary account can be viewed by agents managing the global parent account. Which feature should be configured?
Consumer linkage rules
Account relationship definitions
Account hierarchy roll-up
Account hierarchy roll-up configuration allows parent accounts to view cases and assets of child accounts.
Account escalation rules
An enterprise customer requests that their primary IT director be given administrative privileges over all other contacts belonging to their corporate account within the Customer Service Portal. Which role should be assigned to this contact?
sn_customerservice.admin
This role allows external contacts to manage other contacts and cases within their account.
sn_customerservice_agent
sn_customerservice.consumer
sn_customerservice.partner
A Customer Service Agent is reviewing a case submitted by a contact from Acme Corp. The agent needs to verify if the contact is authorized to submit cases for this account. Where does CSM validate the relationship between a Contact and an Account?
Through the Entitlement [ast_entitlement] table
Through the Customer Relationship [customer_relationship] table
Through the Account Contact [sn_customerservice_account_contact] relationship table
Through the Account field directly populated on the Contact record
Each contact record references its parent account using the Account field.
A system administrator is setting up entitlements for a major account. The account has a total of 100 support hours per year, regardless of which contact submits the case. Which field on the Entitlement form should be configured to enforce this account-wide limit?
Service contract
Product
Contact
Account
Setting the Account field restricts the entitlement pool to all contacts belonging to that specific account.
A customer service manager wants to restrict specific contacts within an account from viewing cases opened by other contacts at the same account. Where can an administrator configure this restriction?
Customer Service Properties module
System properties in Customer Service define whether contacts can view all cases for their account or only their own.
Entitlement configuration
Contact role mapping table
Account form related lists
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Practice this domainA customer service manager needs a report showing the average duration of Resolution SLAs broken down by Account. Which table should be the source of this report?
SLA Definition [contract_sla]
Task SLA [task_sla]
The Task SLA table contains runtime records of all attached SLAs, capturing exact durations, breach status, and related task details.
Metric Instance [metric_instance]
Case [sn_customerservice_case]
An administrator needs to modify how SLA stages are displayed on CSM cases. Where are SLA stages primarily defined and managed in ServiceNow?
In the SLA Engine Properties module
In the SLA Stages [sla_stage] table or choice list on Task SLA stage field
SLA stages (such as In Progress, Paused, Completed, Cancelled) are defined as choices on the stage field of the Task SLA table and managed through stage configuration records.
In Service Portal widget configurations
In the Workflow Editor stage mapping settings
An implementation specialist needs to configure an SLA definition in CSM that applies specifically to Case records where the Priority is Critical and the Account is VIP. Which table should the specialist select as the base table for this SLA definition?
Case [sn_customerservice_case]
SLA Definition [contract_sla]
Customer Account [customer_account]
Task [task]
SLA definitions in ServiceNow are created on the SLA Definition [contract_sla] table and target the Task table, which automatically includes all extended tables such as Case.
A CSM project requires an SLA to pause whenever a Case is placed in the 'Awaiting Vendor' state. Where must this pause condition be configured so that the Task SLA engine recognizes it?
In a Business Rule running on the Task SLA table
In the SLA Workflow using a Timer activity
In the SLA Definition record using the Pause condition field
In the SLA Definition record using the Pause condition field
The SLA Definition form provides a dedicated 'Pause condition' field specifically designed to handle pause triggers like specific Case states.
When setting up Service Level Agreements for CSM, which type of SLA measures the time taken to assign a case to an agent or group?
Customer SLA
Response SLA
Response SLAs are commonly used to measure the time it takes to acknowledge or initially assign a case.
Resolution SLA
Operational SLA
An organization wants to trigger a notification to the CSM manager immediately when a Case SLA reaches 75% of its allotted time without being met. Which feature of the SLA engine should be utilized?
SLA Properties set in Service Level Management properties
SLA Workflow with a Workflow Timer set to 75%
SLA Percentage Timers or SLA stages configuration
SLA definitions support stages and workflow triggers that can fire notifications at specific percentage thresholds like 50%, 75%, or 100%.
Data Policy enforcing notification fields at 75%
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Practice this domainThe CIS-CSM exam has 200 questions and must be completed in 120 minutes. The passing score is 700/1000.
Scenario-based questions covering exam objectives with detailed answer explanations.
The exam covers 5 domains: Case Management, Communities, Knowledge Management, Account And Contact Management, Service Level Agreements. Questions are weighted by domain — higher-weight domains appear more on your actual exam.
No. These are original exam-style practice questions written against the official ServiceNow CIS-CSM exam objectives. They are not copied from the real exam. Courseiva focuses on genuine understanding, not memorisation of braindumps.
Courseiva tracks your accuracy per domain and routes you toward weak areas automatically. Free, no account required.