CIS-CSM Practice Test 14 — 15 Questions

Question 1

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.. Option A is correct because ServiceNow exposes REST and SOAP Web Services APIs (e.g., the Table API and Import Set API) that administrators can call to programmatically insert legacy account and contact records into CSM tables such as customer_account and customer_contact. Option C is correct because the standard Import Set mechanism—configuring a Data Source (file, JDBC, LDAP, etc.) with a Transform Map—is the canonical, supported way to load and map legacy account and contact data into CSM tables. Option E is correct because the Easy Import feature lets administrators load data from Excel templates, automatically creating the Data Source, staging table, and Transform Map needed to import accounts and contacts. Option B is not appropriate because direct SQL edits against the ServiceNow database bypass business rules, audit trails, and platform integrity, and are not a supported import method. Option D is incorrect because ServiceNow does not automatically convert all internal users (sys_user records) into customer contacts; that mapping requires deliberate configuration and data work.

Answer

Manually editing database tables via direct SQL queries.

Answer

Automatic conversion of all internal users into customer contacts.

Question 2

Which TWO of the following statements are true regarding the distinction between Accounts and Consumers in ServiceNow CSM? (Choose two.)

Accepted Answer

Accounts can have multiple associated contacts, whereas consumers represent single individuals.. Option A is correct because in ServiceNow CSM an Account is a company or organization record that can be associated with multiple Contacts (the people who work for or interact on behalf of that account), while a Consumer is a single individual record representing a person who does business directly with the organization, so the one-to-many versus one-to-one distinction is accurate. Option E is correct because Accounts model the business-to-business (B2B) relationship where the customer is an organization, whereas Consumers model the business-to-consumer (B2C) relationship where the customer is an individual person. The remaining options are false: Consumers do not require the ITIL role to submit cases (they use the customer/consumer roles and the CSM portal, not ITIL), Accounts can own assets (assets can be associated with an account or a consumer), and Consumers are not required to be linked to a parent account since they represent standalone individuals.

Answer

Consumers require the ITIL role to submit cases, whereas accounts do not.

Answer

Accounts cannot own assets, whereas consumers can.

Answer

Consumers must be linked to a parent account.

Question 3

Which TWO methods can be used to establish relationships between accounts in ServiceNow CSM? (Choose two.)

Accepted Answer

Using the Customer Relationship [customer_relationship] table for peer or partner links.. Option A is correct because the Customer Relationship [customer_relationship] table is the ServiceNow CSM mechanism for modeling non-hierarchical account-to-account links, such as peer, partner, or affiliate relationships, by defining relationship types between two account records. Option B is correct because the Parent field on the Account record establishes the hierarchical (parent-child) structure used for corporate account hierarchies, allowing child accounts to roll up to a parent account. Option C is incorrect because ITIL roles are user authorization constructs and do not create any relationship between account records. Option D is incorrect because Transform Maps are used for importing and mapping data during import sets, not for establishing runtime relationships between existing accounts. Option E is incorrect because shared consumer profiles relate to consumer user data and do not define account-to-account relationships in CSM.

Answer

Assigning identical ITIL roles to all accounts.

Answer

Using Transform Maps to merge separate account databases.

Answer

Creating shared consumer profiles.

Question 4

Which THREE attributes can be used to categorize or segment Accounts in ServiceNow CSM? (Choose three.)

Accepted Answer

Account Tier (e.g., Tier 1, Tier 2). Account Tier (B) is a standard CSM attribute used to segment accounts by service level or importance, such as Tier 1, Tier 2, or Tier 3, so it correctly categorizes accounts. Account Type (D) distinguishes accounts as Customer, Partner, Prospect, etc., which is a core segmentation dimension in CSM account management. Geographic Region or Location (E) is also a valid segmentation attribute, allowing accounts to be grouped by region, country, or site for reporting and assignment. Case resolution code (A) belongs to case closure data, not account categorization, and CPU clock speed (C) is a hardware specification unrelated to account segmentation.

Answer

Case resolution code

Answer

CPU clock speed

Question 5

Which TWO of the following can be used to track case performance?

Accepted Answer

Standard Reports. Standard Reports (A) are correct because they let you build and schedule reports on case records (e.g., open, closed, and aging cases) to measure case performance over time. Performance Analytics Dashboards (D) are correct because they provide interactive, time-series KPIs and trend visualizations (such as case resolution time and backlog) for ongoing case performance tracking. The Table dictionary (B) only defines table schema and field attributes, so it does not report on case metrics. System logs (C) record technical events for troubleshooting, not case performance. An Email client (E) is unrelated to tracking case performance.

Answer

Table dictionary

Answer

System logs

Answer

Email client

Question 6

An implementation specialist is configuring Case Creation channels in CSM. Which THREE channels are supported natively out-of-the-box? (Choose three.)

Accepted Answer

Virtual Agent / Live Chat. Option B (Virtual Agent / Live Chat) is correct because ServiceNow CSM natively supports chat and Virtual Agent as case creation channels through the Interaction and chat interfaces, allowing cases to be created directly from a chat conversation. Option C (Customer Service Portal / Consumer Portal) is correct because the CSM portals ship with out-of-the-box case creation widgets and record producers that let customers and consumers submit cases via the portal. Option D (Inbound Email) is correct because CSM includes native inbound email processing (via Email Service / inbound actions) that automatically creates or updates cases from received emails. Option A (Physical Mail OCR Scanner) is not a native channel—CSM does not include an out-of-the-box OCR scanner integration for physical mail. Option E (Automated Fax-to-Server Protocol) is not a native channel either; fax handling would require custom integration and is not a standard out-of-the-box case creation channel.

Answer

Physical Mail Optical Character Recognition (OCR) Scanner

Answer

Automated Fax-to-Server Protocol

Question 7

An administrator needs to ensure that when a contact is deactivated in ServiceNow CSM, their active portal sessions are terminated and they can no longer log in. Which base table field change triggers this behavior?

Accepted Answer

Setting the 'Active' field to false on the associated sys_user record. In ServiceNow CSM, contacts are stored in the customer_contact table, which extends sys_user. Deactivating the associated sys_user record (by setting Active to false) is what actually disables login and terminates active sessions, because authentication is tied to the sys_user record. The contact record's own Active field controls whether the contact appears in CSM contexts but does not govern authentication.

Answer

Setting the 'Active' field to false on the Contact record

Answer

Revoking the sn_customerservice_contact role

Answer

Deleting the Account Contact relationship record

Question 8

When configuring community forum settings, an administrator enables 'Expert Recognition'. What does this feature typically accomplish?

Accepted Answer

Displays badges and highlights contributions from users who frequently provide accepted answers. Expert recognition highlights users who have high reputation points or a high volume of accepted answers, displaying badges next to their usernames.

Answer

Sends financial rewards directly to user bank accounts

Answer

Automatically grants system administrator privileges to top posters

Answer

Automatically closes cases assigned to the user

Question 9

An agent needs to create a follow-up case that is related to an existing parent case, where the child case inherits specific account and product details. What is the standard UI action available on the Case form to accomplish this?

Accepted Answer

Create Child Case. The 'Create Child Case' UI action on the Case form is the standard ServiceNow CSM mechanism for spawning a follow-up case that is linked to an existing parent case via the parent-child relationship. It automatically copies relevant account, contact, and product context from the parent so the agent does not have to re-enter inherited details. This relationship is stored on the child case's parent field, enabling hierarchical case tracking.

Answer

Convert to Major Case

Answer

Create Problem

Answer

Escalate Case

Question 10

An organization has implemented custom security constraints for community content using custom scripting in User Criteria. When a user navigates to a community forum, performance is degraded. What is the recommended best practice to optimize script-based User Criteria in communities?

Accepted Answer

Ensure user criteria scripts are optimized, lightweight, and leverage caching to prevent performance bottlenecks. Script-based user criteria should be cached where possible and kept lightweight, as they execute frequently during portal rendering and search queries.

Answer

Replace all user criteria with synchronous client-side JavaScript

Answer

Disable security checks entirely for community content

Answer

Store user criteria results in client browser cookies

Question 11

A CSM client has multiple subsidiary companies, each with its own brand and customer base. They want to ensure that knowledge articles created by Subsidiary A are never visible to users of Subsidiary B, even though both share the same ServiceNow instance. How should the specialist architect the Knowledge Bases?

Accepted Answer

Create separate Knowledge Bases for each subsidiary and assign distinct User Criteria. Creating a separate Knowledge Base per subsidiary and assigning distinct User Criteria is the standard ServiceNow pattern for multi-tenant knowledge isolation within a single instance. User Criteria on a Knowledge Base controls which users can read, contribute to, or administer articles in that base, so Subsidiary A's users simply never match the criteria for Subsidiary B's base. This approach is supported natively by the Knowledge Management plugin and requires no domain separation licensing.

Answer

Use Data Separation plugins with Domain Separation active on the kb_knowledge table

Answer

Apply Customer Product Entitlements directly to the article metadata fields

Answer

Create a single Knowledge Base and use article-level ACLs for filtering

Question 12

A support organization has noticed that community users are frequently asking questions that are already answered in published Knowledge base articles. To maximize case deflection via community content, what primary feature should the administrator integrate with the community search?

Accepted Answer

AI Search with configured Genius Results and Result Sources spanning both Knowledge and Communities. Intelligent Search configuration allows communities to leverage AI Search to surface both community threads and Knowledge articles, maximizing case deflection.

Answer

Email notifications triggered upon every forum post creation

Answer

Connect Support queues directly to the community homepage widget

Answer

Automated Incident Creation business rules on the sn_communities_content table

Question 13

A CSM administrator is troubleshooting why a newly published knowledge article is not appearing in portal searches. The article is published, and the user has read access to the knowledge base. What is another common configuration cause to check?

Accepted Answer

Check AI Search or Contextual Search Source configurations and search profile index status. When a published knowledge article with correct user read access still fails to appear in portal search results, the most common remaining cause is a search configuration issue rather than a permissions or content issue. AI Search (or legacy Contextual Search) uses search sources, search profiles, and indexed search tables that must include the knowledge base and be properly indexed. If the search source is not attached to the portal's search profile, or the index has not been refreshed, the article will not surface even though it is published and readable.

Answer

Verify that the user's browser cache has been cleared on the instance node

Answer

The article's workflow state must be manually synced with AI Search indexer tables

Answer

Ensure the article has at least 5 positive ratings before indexing

Question 14

An implementation specialist is troubleshooting an issue where SLAs are attaching multiple times to the same CSM case. Which THREE configuration errors typically cause duplicate SLA attachment? (Choose three.)

Accepted Answer

Business rules on the Case table manually trigger SLA creation while the background engine is also running.. Option A is correct because manually invoking SLA creation from a Case business rule (e.g., via GlideRecord inserts into task_sla or calling SLAController) runs in parallel with the SLA background engine, so the same case can get two SLA records for one definition. Option B is correct because a misconfigured reset condition (wrong field, operator, or value) makes the SLA cancel and restart repeatedly, and each restart attaches a new Task SLA record, producing apparent duplicates. Option D is correct because when multiple active SLA Definitions share identical or overlapping start conditions with different order values, the engine evaluates more than one as true and attaches each matching definition to the same case. Option C is not a typical cause: duplicate dictionary overrides on task_sla would affect field behavior, not trigger additional SLA attachments. Option E is not a cause: setting com.glide.sla.duplicate_prevention to true enables duplicate prevention rather than producing duplicates.

Answer

The Task SLA table has duplicate dictionary overrides.

Answer

The com.glide.sla.duplicate_prevention property is set to true.

Question 15

When configuring Case Resolution Workflows, what are THREE key considerations or components an administrator must account for? (Choose three.)

Accepted Answer

Mandatory fields required before a case can transition to Resolved. Option A is correct because a Case Resolution Workflow must enforce the mandatory fields (for example, resolution type, root cause, or resolution description) that the system requires before a case can be moved to the Resolved state, otherwise the transition will be blocked. Option B is correct because resolution is the natural trigger point for customer satisfaction surveys, so the workflow must define the trigger conditions (such as status change to Resolved or a specific resolution code) that fire the survey request. Option E is correct because state transition rules are a core component of the workflow: they restrict invalid path movements (for example, preventing a case from jumping from New directly to Resolved without passing through In Progress) and keep the case lifecycle consistent. Option C is not correct because deleting all related attachments on resolution is not a standard or required workflow consideration and would typically destroy audit evidence. Option D is not correct because automatically dispatching hardware replacements for all case types is a business-specific action, not a general Case Resolution Workflow component, and it would be inappropriate for non-hardware cases.

Answer

Mandatory deletion of all related attachments upon resolution

Answer

Automatic hardware replacement dispatch for all case types