CIS-CSM Practice Test 1 — 10 Questions

Question 1

An organization notices that community search results are returning outdated and low-quality posts. Which feature should an administrator configure to improve search relevancy for community content?

Accepted Answer

AI Search search profile configurations and search sources. AI Search search profiles, stop words, synonyms, and result improvement rules can be configured to tune search relevancy for community content.

Answer

UI Actions on the Incident table

Answer

Dictionary search flags on the task table

Answer

Email notification templates

Question 2

Which TWO actions can a community moderator perform to maintain order and quality in peer-to-peer support forums? (Choose two.)

Accepted Answer

Delete or edit inappropriate user-submitted posts. Option A is correct because community moderators are granted moderation rights over user-generated content, allowing them to delete or edit posts that violate forum guidelines, contain spam, or are otherwise inappropriate, which directly maintains order and quality in peer-to-peer support forums. Option E is correct because locking a discussion thread prevents further replies, which moderators use to stop off-topic arguments, flame wars, or outdated threads from continuing, thereby preserving forum quality. Options B, C, and D are not appropriate moderator actions: reassigning system-wide ITIL task queues (B) is an administrative/fulfillment function, modifying core ServiceNow system properties (C) requires elevated system administrator privileges, and creating new database tables via Studio (D) is a platform development task, none of which fall within the scope of community moderation.

Answer

Reassign system-wide ITIL task queues

Answer

Directly modify core ServiceNow system properties (sys_properties)

Answer

Create new database tables via Studio

Question 3

When configuring a Service Level Agreement (SLA) for CSM cases, an administrator wants the SLA duration to be calculated using only business hours instead of 24x7. Where should the administrator define these business hours?

Accepted Answer

In the SLA Definition record under the Schedule field. Business hours are defined in the Schedule [cmn_schedule] table and then referenced within the SLA Definition record.

Answer

In the Dictionary entry for the Case priority field

Answer

In the System Properties under com.glide.sla.business_hours

Answer

In the Workflow properties of the attached SLA workflow

Question 4

What is the result of using a 'Case Template' on a case record?

Accepted Answer

It populates fields with predefined data. A Case Template in ServiceNow CSM pre-populates case fields with predefined values when applied to a case record. Templates can set short description, description, category, subcategory, priority, assignment group, and other fields, saving agents from manual entry and enforcing consistency. Applying a template does not create, archive, or reassign the case by itself.

Answer

It archives the case

Answer

It changes the case owner

Answer

It creates a new case

Question 5

Which TWO of the following are valid ways for a customer to interact with a case?

Accepted Answer

Adding a comment on the portal. Option B is correct because customers can add comments to a case through the self-service portal, which appends their input to the case activity stream and notifies the assigned agent. Option E is correct because replying to a case-related email notification routes the response back into the case record as an additional comment or reply, keeping the interaction tracked. Options A, C, and D are not valid customer interactions: editing the case state directly, deleting the case, and updating system properties are privileged administrative or agent-level actions, not self-service capabilities available to customers.

Answer

Editing the case state directly

Answer

Deleting the case

Answer

Updating system properties

Question 6

What is the primary difference between a Customer Service Contact and a Customer Service Consumer?

Accepted Answer

Contacts are associated with a business account, whereas consumers represent individual people. Contacts belong to corporate accounts; consumers are individual standalone users.

Answer

Contacts can log in to the portal, whereas consumers cannot

Answer

Contacts require the ITIL role

Answer

Consumers can purchase products, whereas contacts cannot

Question 7

A Customer Service Manager wants to establish a B2B service model where multiple subsidiaries report to a single global enterprise account. Which ServiceNow CSM feature should be configured to support this parent-child account relationship?

Accepted Answer

Account hierarchy related list on the Account form. Account hierarchies allow organizations to structure accounts in parent-child relationships, enabling visibility of cases, assets, and entitlements down the hierarchy.

Answer

Enterprise service mapping module

Answer

Consumer relationship management rules

Answer

Contact relationship mapping table

Question 8

An administrator is troubleshooting why an SLA timer is incorrectly continuing to run while a CSM Case is in a paused state. Which THREE common configuration issues should the administrator investigate? (Choose three.)

Accepted Answer

The Case state value being used in practice does not match the backend choice value specified in the pause condition.. Investigate pause condition syntax, active pause states, and conflicting definitions.

Answer

The system property com.glide.sla.pause_enabled is set to false.

Answer

The Task SLA table has read-only ACLs preventing the state update.

Question 9

An administrator needs to configure a Service Level Agreement (SLA) that applies specifically to High priority Case records when opened for VIP accounts. Where should this condition be defined?

Accepted Answer

In the SLA Definition Start condition field. The SLA definition table (sla) uses the 'Start condition' field to determine when the SLA lifecycle begins, allowing administrators to filter by Priority and Account tier.

Answer

In the System Properties table under SLA configuration

Answer

In the Contract Service Commitment related list

Answer

In the SLA Workflow Timer activity parameters

Question 10

When a case is linked to a problem, what is the default behavior regarding the case's 'State' field when the problem is resolved?

Accepted Answer

The case state remains unchanged. In ServiceNow CSM, resolving a problem does not automatically change the state of linked cases. The case state remains unchanged unless an agent explicitly performs a cascade resolution action. This is the default behavior — linkage is informational and does not force state transitions.

Answer

The case automatically closes

Answer

The case is moved to 'Pending'

Answer

The case is moved to 'Work in Progress'