CIS-CSM Practice Test 12 — 15 Questions

Question 1

An administrator needs to modify how SLA stages are displayed on CSM cases. Where are SLA stages primarily defined and managed in ServiceNow?

Accepted Answer

In the SLA Stages [sla_stage] table or choice list on Task SLA stage field. SLA stages are managed via SLA stage configuration records and choice lists on the Task SLA table.

Answer

In the SLA Engine Properties module

Answer

In Service Portal widget configurations

Answer

In the Workflow Editor stage mapping settings

Question 2

Which TWO actions can be performed from a Case record to initiate cross-functional collaboration in Customer Service Management? (Choose two.)

Accepted Answer

Create Major Case Candidate. Option C, Create Major Case Candidate, is correct because from a Case record an agent can flag the case as a major case candidate, which triggers the major case management process and engages cross-functional teams (such as incident, problem, and change management) to collaborate on high-impact issues. Option D, Create Problem, is correct because a case can be promoted to a Problem record, which is the ITIL-based mechanism for root-cause analysis and cross-functional collaboration across teams to prevent recurrence. Options A, B, and E are incorrect because overriding ACLs, purging closed cases, and modifying SLA Definition schedules are administrative or platform-level tasks, not actions that initiate cross-functional collaboration from a Case record.

Answer

Override Access Control Lists (ACLs)

Answer

Purge Closed Cases

Answer

Modify the SLA Definition schedule

Question 3

When a contact submits a case through the Customer Service Portal, how is the Account field on the case automatically populated?

Accepted Answer

It is automatically populated based on the contact's associated account. The system auto-populates the account based on the logged-in contact's primary account association.

Answer

It defaults to the parent account of the entire instance

Answer

It is left blank for agent review

Answer

It requires manual entry by the contact

Question 4

Which TWO scenarios represent valid use cases for the Customer Relationship [customer_relationship] table rather than the standard Account Parent field? (Choose two.)

Accepted Answer

Establishing peer relationships or joint ventures where neither account is a strict subsidiary of the other.. The customer_relationship table handles peer relationships, partnerships, and complex non-hierarchical ties.

Answer

Assigning individual contacts to accounts.

Answer

Creating a simple corporate headquarters to regional subsidiary tree structure.

Answer

Linking consumers to business accounts.

Question 5

A 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?

Accepted Answer

Task SLA [task_sla]. Task SLA [task_sla] stores instances of SLAs attached to tasks, making it the correct table for reporting on SLA durations and compliance.

Answer

SLA Definition [contract_sla]

Answer

Metric Instance [metric_instance]

Answer

Case [sn_customerservice_case]

Question 6

A CSM organization requires an SLA report that displays the percentage of cases resolved within the SLA per agent, grouped by month. Which reporting feature in ServiceNow is best suited to display this aggregated compliance percentage directly?

Accepted Answer

Performance Analytics (PA) Indicator with an SLA breakdown. Performance Analytics allows tracking KPIs such as SLA compliance percentages over time.

Answer

Standard List Report with grouping enabled

Answer

Database View combining Case and Sys_User tables

Answer

Pie chart generated from the Task SLA table

Question 7

When designing SLA escalation workflows for CSM, which TWO methods can be utilized to notify stakeholders before an SLA breaches? (Choose two.)

Accepted Answer

Configuring Workflow Notification activities triggered by SLA stage transitions. Option A is correct because Workflow Notification activities can be placed on SLA stage transitions (for example, when an SLA moves to an 'About to breach' or 'Escalated' stage), letting the workflow proactively email stakeholders before the breach occurs. Option D is correct because an SLA Percentage Timer (e.g., at 75% or 90% of the SLA duration) can be added to the SLA workflow, and when that timer fires it triggers a Notification activity to warn stakeholders ahead of the breach. Option B is wrong because the SLA Definition Stop condition only determines when an SLA stops (such as on case resolution or a field change); it does not generate email events. Option C is wrong because Client Scripts run in the browser on form events like onLoad, onChange, or onSubmit, not on server-side SLA timer expiration. Option E is wrong because the Schedule source defines the business calendar/schedule used to calculate SLA duration, not an email notification mechanism.

Answer

Modifying the SLA Definition Stop condition to fire email events

Answer

Writing a Client Script on the Case form to send emails on timer expiration

Answer

Setting the SLA Definition Schedule source to Email Notification

Question 8

Which component manages the routing of incoming cases based on agent availability and skills?

Accepted Answer

Advanced Work Assignment. Advanced Work Assignment (AWA) in ServiceNow is the component that routes incoming work items (cases, incidents, chats) to agents based on availability, capacity, and skills. It uses service channels, queues, and assignment rules that consider agent presence, skill matching, and workload to determine the best agent for each item. This is the correct answer for skill- and availability-based routing.

Answer

Service Level Agreements

Answer

Assignment Rules

Answer

Flow Designer

Question 9

A CSM customer requires their SLAs to respect the specific operating hours of different regional support centers. Where is this time zone and schedule association configured?

Accepted Answer

On the SLA Definition record. SLA schedules and time zones are defined directly on the SLA Definition record using the Schedule source and Schedule fields.

Answer

In the User profile of the assigned Customer Service Agent

Answer

On the Account record under Regional Settings

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Via System Schedule Properties globally

Question 10

An administrator is configuring federated search across multiple ServiceNow instances or external repositories to include community discussions in CSM case deflection. Which framework enables this integration?

Accepted Answer

AI Search External Content Sources. AI Search External Content Sources is the ServiceNow framework that indexes and federates content from external repositories — including other ServiceNow instances, websites, and third-party knowledge bases — so it can surface in search results alongside native KB articles. In CSM, this is what allows community discussion content to appear in case deflection search results. The framework uses crawlers and connectors to build a unified search index across sources.

Answer

Inbound email REST APIs

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JDBC data source imports

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MID Server LDAP integration

Question 11

An implementation specialist is setting up Knowledge Management feedback tasks. When a customer flags a knowledge article as 'Not Helpful' on the Customer Service Portal, what record is automatically generated by default?

Accepted Answer

A Knowledge Feedback Task record. When a user marks a knowledge article as 'Not Helpful' on the Customer Service Portal, ServiceNow automatically creates a Knowledge Feedback Task record by default. This task is routed to the knowledge base owner or assigned group for review and article improvement. It is the standard feedback loop in Knowledge Management v3 (KCS-style) that closes the gap between user experience and article quality.

Answer

An Incident record for application troubleshooting

Answer

A Quality Assurance task on the sn_customerservice_qa table

Answer

A CSM Case record assigned to the Knowledge team

Question 12

What happens to a community discussion thread when it is locked by a moderator?

Accepted Answer

Users can no longer post new replies to the thread, but existing content remains visible. Locking a thread prevents users from adding further replies or comments to it while keeping the existing content visible.

Answer

The thread is automatically converted into an IT incident

Answer

Only system administrators can view the thread

Answer

The thread is permanently deleted from the database

Question 13

During an upgrade, customized portal widgets for the community home page stop rendering correctly. Where should an administrator look to check for widget dependency issues or script errors?

Accepted Answer

Service Portal Widget logs and browser console for JavaScript errors. When customized portal widgets fail after an upgrade, the Service Portal Widget logs and the browser console are the primary diagnostic tools. Widget logs capture server-side script errors from the widget's server script, while the browser console reveals client-side JavaScript errors from the widget's client controller or template rendering. Together they pinpoint dependency or API changes introduced by the upgrade.

Answer

The system upgrade history table (sys_upgrade_history) exclusively

Answer

The Dictionary Entries table

Answer

The Email Outbox table

Question 14

When configuring entitlements in ServiceNow CSM, which THREE criteria can be used to restrict or determine when an entitlement applies to an incoming case? (Choose three.)

Accepted Answer

Account. Entitlements can be matched against specific accounts, products, assets, and contacts to control service levels and consumption.

Answer

Geographic Region

Answer

Case Priority

Question 15

Which THREE factors are critical when designing peer-to-peer support communities to ensure effective case deflection? (Choose three.)

Accepted Answer

Organizing forums into logical, easy-to-navigate categories. Option A is correct because organizing forums into logical, easy-to-navigate categories lets users quickly locate the relevant discussion board and existing threads, which directly increases the likelihood they find an answer without opening a support case. Option B is correct because indexing community content and adding it to Contextual Search sources surfaces peer-generated answers alongside knowledge articles during case creation, enabling deflection at the point of need. Option D is correct because encouraging members and experts to mark accepted answers identifies verified, trustworthy solutions and improves the ranking and reuse of the best content, which strengthens deflection. Option C is not appropriate because disabling authentication invites spam and abuse, degrading content quality and trust rather than improving deflection. Option E is not appropriate because manually hardcoding community replies into static knowledge articles is unscalable and bypasses the dynamic, searchable community model that drives effective deflection.

Answer

Disabling all authentication requirements so anonymous bots can spam the forums

Answer

Hardcoding all community replies into static knowledge articles manually