CIS-CSM Practice Test 18 — 15 Questions

Question 1

Where can an agent view the history of all communications sent and received for a specific case?

Accepted Answer

Activity Stream. The Activity Stream (Work Notes/Comments) provides a chronological record of all interactions.

Answer

Case Task list

Answer

Customer profile

Answer

Related Links

Question 2

Which field on the Case form is mandatory to transition a case from 'New' to 'Work in Progress' using the default CSM workflow?

Accepted Answer

Assigned to. The Assigned to or Assignment group is typically required to progress beyond the New state.

Answer

Priority

Answer

Expected resolution date

Answer

Closure code

Question 3

Which THREE of the following are considered 'Work Channels' in CSM?

Accepted Answer

Phone. Chat, Email, and Phone are traditional service channels.

Answer

Script logs

Answer

Knowledge base

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. Major Case Management includes integration with communication plans and task templates to automate stakeholder notifications and meetings.

Answer

Advanced Work Assignment Plans

Answer

Outbound Email Templates only

Answer

Case Playbook Stages

Question 5

Which TWO of the following are valid ways for a customer to interact with a case?

Accepted Answer

Adding a comment on the portal. Comments and the portal are primary interaction methods.

Answer

Editing the case state directly

Answer

Deleting the case

Answer

Updating system properties

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. CSM supports multiple multi-channel entry points including portals, email, chat, and telephony integrations.

Answer

Physical Mail Optical Character Recognition (OCR) Scanner

Answer

Automated Fax-to-Server Protocol

Question 7

When mapping a problem to a case, what happens if the 'Propagate updates' checkbox is selected?

Accepted Answer

Work notes and comments are copied to the child cases. Propagating updates ensures that work notes or comments added to the Problem are synced to the linked child cases.

Answer

The case is unlinked

Answer

The case is automatically closed

Answer

The problem priority is updated to match the case

Question 8

What is the advantage of using 'Record Producers' in the Service Portal?

Accepted Answer

They simplify case creation for users with a guided interface. Record producers provide a user-friendly interface to create records, mapping inputs directly to fields.

Answer

They allow for real-time chat

Answer

They replace the need for an assignment group

Answer

They enable automated email responses

Question 9

A company wants to allow customers to create cases via email. Where is the mapping between the incoming email headers and the case fields configured?

Accepted Answer

Inbound Email Actions. Inbound Email Actions are used to process incoming emails and map data to specific fields on target tables.

Answer

Email Filters

Answer

Email Client Template

Answer

Case Creation Map

Question 10

When configuring Major Case Management, what is the impact of promoting a child case to a major case?

Accepted Answer

The case is removed from its current major case hierarchy. Promoting a child case to major case removes it from the parent-child relationship and allows it to function as a standalone major case.

Answer

All other child cases are closed

Answer

The case status changes to Resolved

Answer

The case is deleted

Question 11

Which role is specifically required to create and manage Major Cases within the CSM application?

Accepted Answer

sn_major_inc_mgmt.major_issue_manager. The 'sn_major_inc_mgmt.major_issue_manager' role provides the authority to manage major cases.

Answer

itil

Answer

admin

Answer

sn_customerservice.manager

Question 12

Which field on the Case form captures the customer's summary of the issue?

Accepted Answer

Short description. The Short description field is the standard field for the issue title or summary.

Answer

Work notes

Answer

Comments

Answer

Description

Question 13

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. Child cases allow agents to create related cases for specialized teams while keeping the parent case active to track the overarching customer issue.

Answer

Major Case Management

Answer

Transfer Case

Answer

Close Case

Question 14

To enable case-to-problem linkage, which ServiceNow module must be active and properly configured to ensure that problem records can impact multiple related cases?

Accepted Answer

Problem Management. The Problem Management module is required to establish the relationship between cases and problems.

Answer

Change Management

Answer

Knowledge Management

Answer

Service Level Management

Question 15

Which role is the minimum required for a user to manage their own profile and cases on the portal?

Accepted Answer

sn_customerservice.customer. The 'sn_customerservice.customer' role is standard for external users.

Answer

itil

Answer

sn_customerservice.manager

Answer

admin