CIS-CSM Practice Test 14 — 15 Questions

Question 1

Where can agents see the 'Case priority' calculated?

Accepted Answer

Case form. Priority is typically visible on the case form header or field section.

Answer

Workflow properties

Answer

Knowledge portal

Answer

System logs

Question 2

Which THREE of the following are valid ways to assign a case?

Accepted Answer

Advanced Work Assignment (AWA). Cases can be assigned via manual entry, assignment rules, or AWA.

Answer

Knowledge base workflow

Answer

System backup jobs

Question 3

Which form view is typically presented when an agent clicks on an Account record from a Case form in CSM?

Accepted Answer

Customer Service view. Agents view customer details using standard form views optimized for CSM.

Answer

Default view

Answer

Consumer view

Answer

ITIL view

Question 4

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.. Entitlements decrement units based on number of cases or elapsed time (hours).

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 5

Which THREE methods can administrators use to import legacy account and contact data into ServiceNow CSM? (Choose three.)

Accepted Answer

REST or SOAP Web Services APIs.. Data imports can be performed using CSV/Excel load sets, custom transform maps, or REST/SOAP web services.

Answer

Manually editing database tables via direct SQL queries.

Answer

Automatic conversion of all internal users into customer contacts.

Question 6

A customer service manager wants to review cases that have been escalated by angry customers. Which module in CSM provides a centralized dashboard view of all escalated cases?

Accepted Answer

Escalated Cases Dashboard / Workspace View. Escalation management dashboards provide visibility into escalated cases across the enterprise.

Answer

Major Case Management Overview

Answer

Customer Service Data Archiving

Answer

System Diagnostics Module

Question 7

Which TWO components are typically included in a CSM Case Playbook configuration? (Choose two.)

Accepted Answer

Stages representing high-level milestones. Playbooks utilize Playbook activities, stages, and process automation designer flows to guide agents.

Answer

Automatic agent stock trading execution

Answer

Physical warehouse shipping labels

Answer

Direct hardware firmware flashing scripts

Question 8

If a case remains in the 'New' state despite assignment, which configuration area should be inspected first?

Accepted Answer

Business Rules. Business rules or flow triggers that manage the lifecycle state are often the cause of state transitions.

Answer

Dictionary settings

Answer

Assignment Rules

Answer

ACLs

Question 9

Which THREE of the following items can be included in a Case Template?

Accepted Answer

Priority. Templates can set specific field values for consistency in creation.

Answer

Record attachment

Answer

User password

Question 10

An agent is trying to add a new contact to an account, but the contact already exists as a user in the system linked to a different account. What is the correct procedure to handle this scenario in CSM?

Accepted Answer

Associate the existing contact to the new account using the Account Contact relationship. Contacts can be associated with multiple accounts using account contact relationships if enabled.

Answer

Delete the existing user record and create a new one

Answer

Change the Account field on the existing contact record directly

Answer

Convert the contact into a consumer

Question 11

Which ServiceNow module allows customer service managers to view and manage the hierarchical structure of parent and child accounts?

Accepted Answer

Account Hierarchy. The Account Hierarchy module provides a visual tree view of account structures.

Answer

Customer Tree

Answer

Organization Map

Answer

Account Relationships Manager

Question 12

An administrator is configuring domain separation for a global CSM deployment. Accounts must be isolated so that regional service agents can only view accounts belonging to their specific geographic domain. Which mechanism enforces this separation?

Accepted Answer

Domain Path [sys_domain] field on the Account record. Data separation across accounts and related cases in a multi-tenant environment is handled via Domain Separation.

Answer

Entitlement scoping

Answer

Assignment rules

Answer

Account Access Control Lists (ACLs)

Question 13

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. Entitlement checking evaluates product eligibility during case creation.

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

Question 14

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).. Portal case submission requires an active user record, a valid account association, and appropriate portal roles.

Answer

The contact must possess the itil role.

Answer

The contact must be assigned as an asset administrator.

Question 15

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?

Accepted Answer

SLA Definitions with Pause Conditions. Service Level Agreements (SLAs), specifically SLA definitions with pause conditions, track the time spent in specific states like Awaiting Info.

Answer

Data Lookup Definitions

Answer

Case Lifecycle Reports

Answer

Metric Definitions