CIS-CSM Practice Test 15 — 15 Questions

Question 1

An organization utilizes CSM Case Categories and Subcategories. Which TWO statements are true regarding how category hierarchies affect case management configuration? (Choose two.)

Accepted Answer

Categories can be utilized within SLA definitions to apply specific service levels based on the issue type.. Option B is correct because CSM Case Categories and Subcategories are reference fields that can be selected as conditions in SLA definitions, allowing different service levels to be applied based on the issue type (e.g., a 'Hardware' category triggering a shorter response target than a 'General Inquiry'). Option D is correct because category and subcategory values are valid condition fields in Assignment Rules, enabling cases to be routed to specialized assignment groups based on the issue type selected. Option A is incorrect because categories are administrator-maintained reference data, not hardcoded system lists, so they can be created, modified, and deactivated. Option C is incorrect because categories do not automatically generate Problem records; Problem creation is driven by separate processes or business rules, not by category selection alone. Option E is incorrect because categories do not replace Matching Rules, which serve a distinct purpose of matching cases to entitlements, contracts, or service commitments.

Answer

Categories are hardcoded system lists that cannot be modified by administrators.

Answer

Categories automatically generate Problem records upon case creation.

Answer

Categories replace the need for Matching Rules entirely.

Question 2

An implementation specialist is setting up Case Lifecycle Management and needs to configure state transitions so that a case cannot move directly from 'New' to 'Closed'. Where are these state transition rules defined in CSM?

Accepted Answer

State Model Definitions. CSM uses Customer Service State Model configurations to restrict allowed transitions between case states.

Answer

Dictionary Overrides

Answer

Client Scripts

Answer

Workflow Activity Properties

Question 3

An administrator is configuring AI Search for a CSM portal. Which THREE features are specific capabilities of AI Search compared to legacy Text Search in ServiceNow Knowledge Management? (Choose three.)

Accepted Answer

Automatic spelling correction and synonym handling. AI Search in ServiceNow Knowledge Management is built on a semantic, ML-driven engine rather than the legacy Zing text index, so option A is correct: it performs automatic spelling correction and synonym handling to match user queries to relevant knowledge articles even when terms are misspelled or phrased differently. Option C is correct because AI Search applies Natural Language Understanding (NLU) to interpret user intent and context, enabling intent-based querying instead of relying purely on keyword tokenization. Option E is correct because AI Search surfaces Genius Results, which display a direct answer or best-match knowledge article at the top of the results list, a capability not present in legacy Text Search. Option B is incorrect because exact string matching with strict wildcard requirements describes the limitations of legacy text search, not AI Search, which is fuzzy and semantic. Option D is incorrect because AI Search does not mandate SQL table joins for every query; it uses its own indexed search infrastructure and relevance ranking rather than requiring relational joins per search.

Answer

Exact string matching only with strict wildcard requirements

Answer

Mandatory execution of SQL table joins for every search query

Question 4

An organization uses Major Case Management and needs to automatically invite stakeholders to a major case meeting as soon as a major case is proposed. Which feature facilitates this capability?

Accepted Answer

Communication Plans. Communication Plans in CSM allow administrators to define automated sequences of communications (emails, meetings, tasks) that trigger based on case events. When a major case is proposed, a communication plan can automatically invite stakeholders to the major case meeting by sending calendar invitations and notifications. This is the purpose-built feature for orchestrating stakeholder engagement during major case lifecycles.

Answer

Advanced Work Assignment Plans

Answer

Outbound Email Templates only

Answer

Case Playbook Stages

Question 5

Which TWO actions occur automatically when a CSM Case SLA reaches its breach threshold? (Choose two.)

Accepted Answer

The Task SLA record's Stage field is updated to 'Breached'.. When a CSM Case SLA reaches its breach threshold, the Task SLA record's Stage field is automatically updated to 'Breached' (option B), reflecting that the SLA has passed its breach time and moving it into the breached lifecycle stage. Simultaneously, the 'Has breached' flag on the Task SLA record is set to true (option D), which is the boolean field ServiceNow uses to indicate the SLA has breached and to drive breach-related reporting and conditions. Option A is incorrect because priority is not automatically downgraded to Low on breach; SLA breach does not alter the case priority in that manner. Option C is incorrect because attached SLAs are not permanently locked from updates on breach; they continue to be processed and can be updated. Option E is incorrect because breaching an SLA never deletes the parent CSM Case record; deletion is not an automatic breach action.

Answer

The Case priority is automatically downgraded to Low.

Answer

All attached SLAs on the case are permanently locked from further updates.

Answer

The parent CSM Case record is automatically deleted to maintain database performance.

Question 6

A customer service agent receives an email from a contact whose email domain matches multiple accounts in the system. How does CSM handle account resolution for inbound email by default?

Accepted Answer

It leaves the account unpopulated or flags the case for manual agent review due to ambiguity. By default, when an inbound email's domain matches multiple accounts, CSM cannot deterministically resolve the correct account, so it leaves the account field unpopulated or flags the case for manual review. This prevents misrouting the case to an incorrect account. The agent must then manually select the appropriate account based on additional context.

Answer

It rejects the email and sends an error notification

Answer

It automatically selects the account with the highest tier

Answer

It creates a new account for every inbound email

Question 7

Which TWO of the following are primary channels for creating a CSM case?

Accepted Answer

Service Portal. Option A (Service Portal) is correct because the Service Portal is a primary self-service interface where users can submit a CSM case directly through a catalog item or record producer, making it a standard intake channel. Option E (Email) is correct because CSM supports inbound email actions that automatically create cases from messages sent to a designated support email address, making email another primary channel. Option B (Knowledge base) is incorrect because it is a repository of articles for self-help, not a case-creation channel. Option C (Dashboards) is incorrect because dashboards only visualize data and do not create cases. Option D (System logs) is incorrect because logs record system events for troubleshooting and do not serve as a case intake mechanism.

Answer

Knowledge base

Answer

Dashboards

Answer

System logs

Question 8

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. In CSM, a contact can be linked to multiple accounts through the Account Contact relationship (the account_contact / customer_contact relationship table), so the correct procedure is to associate the existing contact with the new account rather than duplicating or deleting records. This preserves the single user/contact identity while enabling multi-account relationships.

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 9

A CSM implementation specialist needs to ensure that agents can only view knowledge articles that are relevant to their assigned customer accounts and products. Which Knowledge Management feature should they configure to restrict article visibility based on the user's company and product associations?

Accepted Answer

User Criteria. User Criteria is the correct feature because it enables dynamic access control based on user attributes such as company, department, or product entitlements. By configuring user criteria, the specialist can ensure agents only see articles relevant to their assigned accounts and products, meeting the requirement precisely.

Answer

Knowledge Article Versions

Answer

Article Templates

Answer

Knowledge Bases

Question 10

When configuring Service Level Agreements in Customer Service Management, which record type defines the time allowed to resolve a case based on priority?

Accepted Answer

SLA Definition. The SLA Definition record is the core configuration object in ServiceNow CSM that specifies the target duration for resolving a case, segmented by priority. It contains the conditions, schedule, and duration fields that determine the time allowed. When an SLA Definition matches a case, the system creates a Task SLA Instance to track the actual elapsed time against that target. Therefore, the record type that defines the allowed time is the SLA Definition.

Answer

Contract Service Commitment

Answer

Task SLA Instance

Answer

SLA Workflow

Question 11

An administrator is setting up Advanced Work Assignment (AWA) for CSM cases. Which THREE components must be configured to ensure cases are successfully routed to available agents using AWA? (Choose three.)

Accepted Answer

Matching Rules to evaluate agent skills and criteria. Option A (Matching Rules) is correct because AWA uses matching rules to evaluate an agent's skills, capacity, and other criteria against the requirements of an incoming work item, determining which agents are eligible to receive the case. Option B (Assignment Queues) is correct because AWA routes work items through assignment queues, which group incoming work items and define the agents or groups eligible to receive them. Option D (AWA Service Channel for CSM Case) is correct because AWA requires a service channel record that connects the work item source (CSM Case) to the AWA routing engine, enabling cases to be pushed to agents. Option C (Major Case Task Definitions) is incorrect because these define task templates for major case management and are unrelated to the AWA routing pipeline. Option E (Dictionary Overrides for the Assigned To field) is incorrect because dictionary overrides customize field behavior or labels and play no role in AWA's skill-based routing of cases.

Answer

Major Case Task Definitions

Answer

Dictionary Overrides for the Assigned To field

Question 12

What is the default table that stores active and historical SLA instances attached to customer service cases?

Accepted Answer

Task SLA [task_sla]. The Task SLA [task_sla] table in ServiceNow stores SLA instances that are attached to tasks, including customer service cases (which are tasks). It contains active and historical SLA records, tracking the state, stage, and timing of each SLA. This is the default table for SLA instances on cases.

Answer

SLA Log [sla_log]

Answer

SLA Workflow [sla_workflow]

Answer

Contract SLA [contract_sla]

Question 13

An implementation specialist is configuring Knowledge Management feedback handling. They want to ensure that when a knowledge article receives a rating of 2 stars or lower, an automated notification is sent to the article author. How is this achieved?

Accepted Answer

Configuring a Notification on the kb_feedback table with a condition where Rating is less than or equal to 2. To send an automated notification when a knowledge article receives a rating of 2 stars or lower, you configure a Notification on the kb_feedback table with a condition where Rating is less than or equal to 2. This directly triggers the notification based on the feedback record.

Answer

Modifying the baseline Knowledge Management workflow script

Answer

Setting up a Business Rule on sn_customerservice_case

Answer

Enabling Performance Analytics indicator email triggers

Question 14

Which TWO metrics are typically tracked to measure the success and health of a customer service community? (Choose two.)

Accepted Answer

Case deflection rate attributed to community search and content. Case deflection rate attributed to community search and content (C) is a core community health metric because it quantifies how often users resolve issues through self-service community content instead of opening support cases, directly tying the community to reduced support costs and faster resolution. The ratio of questions with accepted answers and active contributors (D) measures both content quality and engagement, since accepted-answer ratios show whether peer responses actually solve problems while active-contributor counts indicate a sustainable, growing knowledge base. By contrast, physical server CPU utilization (A) is an infrastructure monitoring metric unrelated to community success, average hardware repair time in the warehouse (B) is a logistics/operations measure, and failed login attempts due to expired LDAP passwords (E) is an identity and access management or authentication health indicator, none of which reflect customer service community performance.

Answer

Physical server CPU utilization percentages

Answer

Average hardware repair time in the warehouse

Answer

Number of failed login attempts due to expired LDAP passwords

Question 15

An implementation specialist is configuring feedback task routing for a CSM knowledge base. Which THREE factors determine who receives a knowledge feedback task when negative feedback is submitted? (Choose three.)

Accepted Answer

The author of the specific knowledge article. In ServiceNow knowledge feedback routing, when negative feedback is submitted, the task can be directed to the author of the specific knowledge article (A), since that person is typically responsible for reviewing and improving the content. It can also route to the Knowledge Base owner or manager specified on the Knowledge Base record (B), who is accountable for the overall knowledge base. Additionally, configured feedback assignment rules or properties (C) determine the actual recipient by defining routing logic, such as assignment groups or default assignees. The primary customer contact (D) is the feedback submitter, not a recipient, and the system administrator (E) is not exclusively targeted by feedback routing.

Answer

The primary customer contact associated with the portal session

Answer

The ServiceNow system administrator user record exclusively