CIS-CSM Practice Test 10 — 10 Questions

Question 1

Which THREE conditions must be met for a contact to successfully submit a case via the Customer Service Portal? (Choose three.)

Accepted Answer

The contact must possess appropriate portal user roles (e.g., sn_customerservice.customer).. Option B is correct because a contact needs a portal user role such as sn_customerservice.customer to be authorized to access and submit cases through the Customer Service Portal. Option C is correct because both the contact record and its associated sys_user record must be active; an inactive user or contact cannot authenticate or submit cases. Option D is correct because the contact must be linked to a valid Account, which establishes the customer relationship required for case creation in Customer Service Management. Option A is not required because the itil role is an internal fulfiller role, not a portal user role, and would not by itself grant portal case submission. Option E is not required because asset administrator is an unrelated role for managing assets, not for submitting customer service cases.

Answer

The contact must possess the itil role.

Answer

The contact must be assigned as an asset administrator.

Question 2

Which TWO options describe how entitlements are consumed when cases are created? (Choose two.)

Accepted Answer

Decrementing units based on elapsed time or effort hours spent on the case.. Option C is correct because entitlement consumption can be time- or effort-based: the system decrements the entitled units according to elapsed time or the effort hours logged against the case, which is a standard consumption model for support/service entitlements. Option E is correct because the other common consumption model is per-case: each case creation decrements the entitlement balance by the defined number of units, so the count of cases created directly reduces the remaining entitlement. Options A and B are incorrect because spare-parts stock deduction and agent vacation balances are inventory and HR data, not entitlement consumption mechanisms tied to case creation. Option D is incorrect because automatically charging a linked credit card at case resolution is a billing/payment action, not a way entitlement units are consumed when a case is created.

Answer

Deducting stock from internal spare parts inventory.

Answer

Modifying internal agent vacation balances.

Answer

Automatically charging a linked credit card upon case resolution.

Question 3

A company implements multilingual knowledge bases for global CSM operations. Which THREE behaviors or features are associated with knowledge translation management in ServiceNow? (Choose three.)

Accepted Answer

Each translation has its own workflow state and can be published independently. Option A is correct because in ServiceNow Knowledge Management each translation is a separate knowledge article with its own lifecycle, so it carries its own workflow state (e.g., Draft, Review, Published) and can be published independently of the source article. Option C is correct because translated articles are created as distinct knowledge records that are linked back to the original source article via the translation relationship, rather than overwriting the source content. Option D is correct because ServiceNow serves the appropriate translation by matching the user's portal language preference to the language field of the available translated article. Option B is wrong because translation approval follows the configured knowledge workflow and can be performed by knowledge owners, managers, or other designated approvers, not exclusively the system administrator. Option E is wrong because translating an article does not retire the source article; the original remains active and is simply linked to its translations.

Answer

Translations must be approved by the system administrator only

Answer

Translating an article automatically retires the source article

Question 4

Which THREE features are provided out-of-the-box by the Consumer Service Portal in ServiceNow CSM? (Choose three.)

Accepted Answer

Management of household or family member relationships. The Consumer Service Portal is designed for B2C interactions, offering consumer-specific registration, profile management, and case tracking without requiring an enterprise account structure.

Answer

Bulk asset ordering and enterprise contract renewals

Answer

Ability to manage corporate child accounts and view company asset hierarchies

Question 5

A company has enabled external community integration with CSM. Customers frequently post troubleshooting questions on the community. When a community question is successfully resolved by a peer or agent, what mechanism can be used to convert that community thread into an official knowledge base article?

Accepted Answer

Use the 'Create Knowledge' UI action on the community question record. The 'Create Knowledge' UI action on a community question record lets an agent or moderator convert a resolved community thread into a draft knowledge article, preserving the question and accepted answer content. This is the built-in mechanism for promoting community knowledge into the official knowledge base.

Answer

Run a background script to export community posts to XML

Answer

Set up a scheduled Data Import job for community tables

Answer

Configure an Inbound Email Action on the knowledge base table

Question 6

Which THREE components are typically customizable within a CSM portal Community Home page layout using Service Portal Designer or UI Builder? (Choose three.)

Accepted Answer

Recent activity feeds and top contributor leaderboards. Options A, C, and E are correct because Service Portal Designer and UI Builder let portal admins compose the Community Home page from configurable widgets and layout containers. A is right because recent activity feeds and top contributor leaderboards are standard community widgets that can be placed, reordered, and configured on the home page. C is right because hero banners and welcome messaging are presentation components commonly customized to brand and greet portal users. E is right because featured discussion widgets and trending topic carousels are also configurable community widgets that surface content on the home page. Options B and D are incorrect because MySQL schema/primary keys and core platform Java runtime classes are backend platform internals, not page-layout components exposed in Service Portal Designer or UI Builder.

Answer

The underlying MySQL database schema and table primary keys

Answer

Core platform Java runtime classes

Question 7

A CSM administrator wants to configure an entitlement that automatically decrements remaining units when a case is resolved for specific assets owned by an account. Which field relationship must be established on the Entitlement record?

Accepted Answer

Asset. In Salesforce Field Service/CRM entitlement management, the Asset lookup on the Entitlement record is what ties the entitlement to specific customer-owned assets, enabling the system to decrement remaining units when a case on that asset is resolved. Without the Asset relationship, the entitlement cannot scope consumption to individual assets.

Answer

Product model

Answer

Location

Answer

Service SLA

Question 8

A customer service supervisor wants to ensure that cases flagged with a 'High' priority have a target resolution time of 8 hours, regardless of the account tier. Which feature should be used to define this metric?

Accepted Answer

Service Level Agreement (SLA) Definition. A Service Level Agreement (SLA) Definition in ServiceNow is used to define target resolution times based on conditions such as priority. By creating an SLA definition with a condition of 'Priority = High' and a target of 8 hours, the supervisor can ensure that all high-priority cases, regardless of account tier, have the same resolution target. This is the standard feature for time-based commitments.

Answer

Case Escalation Rule

Answer

Matching Rule

Answer

Assignment Rule

Question 9

Which THREE methods can be used to populate the Account field on a newly created case? (Choose three.)

Accepted Answer

Manually selected by an internal service agent during case creation.. Option A is correct because an internal service agent can manually select the Account field on the case record during case creation, which is a standard supported method for populating that lookup. Option C is correct because when a contact logged into a portal (customer portal or Experience Cloud site) creates a case, the case's Account field is automatically populated based on that contact's primary account, since the contact is associated with an account. Option E is correct because Salesforce Email-to-Case can automatically resolve and populate the Account field by matching the sender's email domain to an account, provided the appropriate email-to-case account matching/domain configuration is enabled. Option B is not correct because the system clock timezone is unrelated to the Account lookup and cannot populate it. Option D is not correct because the internal agent's department is not a field that drives Account inheritance on a case; Account is populated via the contact, manual selection, or email domain matching, not the agent's department.

Answer

Automatically populated by the system clock timezone.

Answer

Inherited automatically from the internal agent's department.

Question 10

An enterprise account has negotiated an entitlement that allows support cases for specific product models only. When a contact attempts to submit a case for an unsupported product model, how does CSM restrict or warn the user?

Accepted Answer

The system prevents case submission or flags out-of-entitlement based on configuration. CSM entitlement checks evaluate whether the selected product model is covered by the account's entitlement. When a contact submits a case for an unsupported product model, the system either blocks submission or flags the case as out-of-entitlement based on configuration (e.g., entitlement business rules or case type settings). This enforces the negotiated support scope.

Answer

An email is sent to the product manufacturer

Answer

The account is automatically downgraded

Answer

The product is automatically removed from the case form