CIS-CSM Practice Test 16 — 15 Questions

Question 1

Which TWO options describe valid methods for displaying SLA countdown timers in CSM Workspace or Service Portal? (Choose two.)

Accepted Answer

Using the Task SLAs related list or workspace SLA component.. Option A is correct because the Task SLAs related list and the SLA component in CSM Workspace/Agent Workspace are the standard, supported ways to surface SLA records and their countdown/breach timing directly on a task record. Option C is correct because Service Portal provides SLA widgets (e.g., the SLA timer/countdown widget) that render real-time countdown bars for end users on portal pages. Option B is wrong because CSS on sys_user has nothing to do with SLA timers and cannot render countdown logic. Option D is wrong because a database view is a read-only joined data source, not a rendering mechanism for graphical timers. Option E is wrong because injecting raw HTML via Client Scripts is unsupported, insecure, and not a valid method for displaying SLA countdowns.

Answer

Modifying CSS style sheets on the sys_user table.

Answer

Creating a custom database view that renders graphical timers.

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Injecting raw HTML via Client Scripts into the form header.

Question 2

A CSM implementation team wants to report on the percentage of Case SLAs that breached within the last quarter, broken down by Account. Which reporting source or table is best suited for this requirement?

Accepted Answer

Task SLA [task_sla] table. The Task SLA [task_sla] table is the correct reporting source because it stores one record per task-SLA pairing, including the SLA definition, the task, the stage (In Progress, Breached, Achieved), and the breach time. To report on percentage of case SLAs breached by account, you join task_sla to the case (via the task field) and then to the account, filtering on stage=Breached and the time range. This is the standard table for SLA breach reporting.

Answer

Customer Service Case [sn_customerservice_case] table using SLA related metrics

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Metric Instance [metric_instance] table

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SLA Definition [sys_sla] table

Question 3

Which state does a case go into after an agent has finished working on it and it is ready to be closed?

Accepted Answer

Resolved. After an agent finishes working on a case and it is ready to be closed, the case moves to the 'Resolved' state. Resolution indicates the work is complete and the case is awaiting confirmation or auto-closure. 'Closed' is the final state that follows resolution, not the state entered immediately after work is finished.

Answer

Closed

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Work in Progress

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Pending

Question 4

A company uses multiple knowledge bases for different product lines in CSM. They want agents to default to searching only the product-specific knowledge base when working on a case related to that product. How can this be configured?

Accepted Answer

By configuring Contextual Search Contexts and Search Criterias with conditional filters based on case fields. Configuring Contextual Search Contexts and Search Criterias with conditional filters based on case fields allows agents to default to searching only the product-specific knowledge base when working on a case related to that product. This leverages the case's product field to dynamically filter the knowledge base.

Answer

By setting the 'Default Knowledge Base' user preference

Answer

By writing a client script on the kb_knowledge table

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By modifying the global search CSS style sheet

Question 5

When configuring search sources for Contextual Search in CSM case creation, which record type must be defined to enable searching across external knowledge repositories like SharePoint?

Accepted Answer

Contextual Search Source. To enable Contextual Search across external knowledge repositories like SharePoint, you must define a Contextual Search Source record. This record type configures the external connector (REST or pre-built), authentication, and result mapping so that the Contextual Search engine can query the external repository when an agent is working a case. It is the specific record type that bridges external knowledge into contextual search.

Answer

External Knowledge Connector Map

Answer

Knowledge Base Integration Rule

Answer

CSM Federation Rule

Question 6

Which TWO benefits do organizations realize by integrating community forums with customer service management cases? (Choose two.)

Accepted Answer

Deflecting inbound cases by providing self-service peer answers. Option A is correct because integrating community forums with customer service management lets customers find peer-provided answers to common questions, which deflects inbound cases before they are ever formally opened and reduces agent workload. Option D is correct because the integration gives moderators a seamless path to escalate or convert an unresolved community question directly into a formal case, preserving the thread's context and routing it to the right service queue. The remaining options do not belong: B is unrelated to forum-to-case integration and blockchain is not used to encrypt customer passwords in this context, C concerns hardware provisioning rather than knowledge and case workflows, and E is false because community self-service supplements rather than replaces customer service agents.

Answer

Encrypting all customer passwords with blockchain technology

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Automatically provisioning physical hardware for customers

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Eliminating the need for any customer service agents

Question 7

A customer service agent needs to escalate a complex case to a back-office team without losing the context of the current customer interaction. Which feature should the agent use to initiate this process while keeping the original case active?

Accepted Answer

Create Child Case. In ServiceNow Customer Service Management, creating a child case allows an agent to escalate a complex issue to a back-office team while preserving the link to the original case and its context. The parent case remains active, and the child case inherits relevant information (account, contact, short description) so the back-office team has full context. This is the standard pattern for multi-team case handling without losing the customer interaction thread.

Answer

Major Case Management

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Transfer Case

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Close Case

Question 8

Which TWO methods can be used to categorize knowledge articles in ServiceNow Knowledge Management? (Choose two.)

Accepted Answer

Hierarchical categories defined within each Knowledge Base. Option A is correct because ServiceNow Knowledge Management supports hierarchical categories defined within each Knowledge Base, allowing articles to be organized in a structured, parent-child taxonomy that reflects the knowledge domain. Option B is correct because tags can be applied to knowledge articles to provide flexible, cross-cutting grouping that is independent of the rigid category hierarchy, making it easier to surface related articles across different categories. Options C, D, and E are not valid categorization methods for knowledge articles: Service Portal Taxonomy Node mappings are used for portal navigation and taxonomy, not as a Knowledge Management article categorization mechanism; automatic Business Rule category generators are not a standard ServiceNow feature for categorizing knowledge articles; and Customer Service Case Entitlement categories relate to case entitlement and support eligibility, not knowledge article classification.

Answer

Service Portal Taxonomy Node mappings only

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Automatic Business Rule category generators

Answer

Customer Service Case Entitlement categories

Question 9

Which TWO of the following actions can a manager perform on a case?

Accepted Answer

Reassign to another team. In a case-management system, a manager can reassign a case to another team (option B) because case ownership and queue routing are standard supervisory functions that let work be redistributed to the appropriate support group. A manager can also escalate the case (option E), which raises its priority or routes it to a higher support tier for faster resolution. These two actions are typical case-lifecycle operations available to a manager role. By contrast, changing the case record number (A) is not a normal manager action because record identifiers are system-generated and immutable, modifying system tables (C) is a database-administration task outside the manager role, and deleting the customer (D) is a data-management operation, not a case action.

Answer

Change case record number

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Modify system tables

Answer

Delete the customer

Question 10

An implementation specialist is configuring Contextual Search for CSM cases. When an agent opens a case with a specific Product and Category, the system should automatically suggest relevant knowledge articles from a specific Knowledge Base. Where should the specialist configure this specific matching rule?

Accepted Answer

Contextual Search Search Contexts. The specific matching rule that determines which knowledge articles are suggested based on case attributes like Product and Category is configured in Contextual Search Search Contexts. A Search Context defines the conditions (e.g., case.product=XYZ, case.category=Software) and the associated Knowledge Bases or Search Sources to query, so when an agent opens a matching case, the relevant articles are surfaced automatically.

Answer

Article Feedback Property Table

Answer

Case Management Properties

Answer

Knowledge Management Service Portal Settings

Question 11

Which tool in ServiceNow allows administrators to visualize the lifecycle of a case?

Accepted Answer

Process Automation Designer. Process Automation Designer is the ServiceNow tool purpose-built for visualizing and orchestrating multi-step, cross-process lifecycles, including the end-to-end lifecycle of a case in CSM. It provides a playbook-style, stage-and-activity view that shows where a case is in its journey and what actions are pending. This makes it the correct answer for visualizing a case lifecycle.

Answer

Workflow Editor

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Flow Designer

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Business Rules

Question 12

Which portal page serves as the entry point for users browsing community forums, blogs, and topics in the CSM portal?

Accepted Answer

Community Home. The Community Home page is the designated portal page that serves as the entry point for users to browse community forums, blogs, and topics. It aggregates community content and provides navigation to all community sections. Other portal pages serve different functions like catalog browsing or incident management.

Answer

Catalog Home

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Incident Overview Page

Answer

Knowledge Base Landing Page

Question 13

A customer service agent receives a call from an individual inquiring about a product purchased for personal use. The agent opens a case. Which record type should populate the Account/Consumer field on the case form?

Accepted Answer

Consumer. In ServiceNow CSM, when an individual purchases a product for personal use, they are considered a Consumer, not a business Account. The Account/Consumer field on the case form should therefore be populated with a Consumer record. This ensures the case is associated with the correct customer type and that appropriate business logic (e.g., entitlements, SLAs) applies.

Answer

Account

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Partner

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Internal Contact

Question 14

What is the purpose of the 'Reset' condition in an SLA Definition?

Accepted Answer

To cancel the existing SLA instance and restart it from the beginning. The Reset condition in an SLA Definition determines when an SLA timer should be cancelled and restarted from the beginning. This is used when a significant event occurs that invalidates the current SLA progress, such as a case being reassigned or a priority change, requiring the SLA to be recalculated based on the new conditions.

Answer

To retroactively change the duration of the SLA

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To pause the SLA timer until further notice

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To mark the SLA as successfully completed

Question 15

An organization wants to escalate cases automatically if they are not resolved within 24 hours. Which tool should be used?

Accepted Answer

Service Level Management (SLAs). Service Level Management (SLAs) in ServiceNow is designed to track time-based commitments on records such as cases. An SLA definition can specify a 24-hour resolution target, and when the SLA breaches or is about to breach, it can trigger escalations, notifications, and workflow actions automatically. This is the purpose-built tool for time-based escalation.

Answer

Business Rules

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Flow Designer

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Workflow Designer

Answer

Assignment Rules