CIS-CSM Practice Test 18 — 15 Questions

Question 1

When using 'Case Templates', what is the primary benefit for an agent?

Accepted Answer

They reduce manual data entry and standardize case information. Case Templates pre-populate fields such as short description, category, priority, assignment group, and related task templates, so agents start from a standardized baseline instead of typing everything manually. The primary benefit is reduced manual data entry and consistent case information across the team, which improves routing, reporting, and resolution speed. Templates do not inherently assign the case, bypass SLAs, or auto-close it.

Answer

They automatically assign the case to the agent

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They bypass SLA calculations

Answer

They automate the closing of the case

Question 2

An implementation specialist is troubleshooting article versioning behavior in a CSM environment. Which THREE statements regarding knowledge article versioning are correct? (Choose three.)

Accepted Answer

Administrators can view previous versions of an article from the Versions related list.. Option A is correct because the Versions related list on a knowledge article record lets administrators (and other authorized users) view and compare prior versions of the article, which is the standard mechanism for auditing version history. Option C is correct because when a checked-out draft is published, the previously published version is automatically moved to an archived/older version state, preserving the prior content in the version history. Option D is correct because checking out a published article creates a new draft version for editing while the existing published version remains live and viewable to readers until the draft is published. Option B is incorrect because article versioning is a baseline knowledge management capability and does not depend on activating the Domain Separation plugin. Option E is incorrect because checking out a published article does not unpublish the live version; the published version stays available to readers until the new draft is published.

Answer

Article versioning requires the activation of Domain Separation plugin.

Answer

Checking out a published article automatically unpublishes the live version immediately.

Question 3

An enterprise CSM customer wants to integrate external knowledge repositories into their ServiceNow CSM portal search. Which THREE mechanisms or steps are required to achieve this? (Choose three.)

Accepted Answer

Mapping external result fields to ServiceNow search result display fields. Option B is correct because external search results must be mapped to ServiceNow search result display fields (such as title, snippet, URL, and source) so the portal can render federated results consistently with native knowledge results. Option C is correct because integrating an external repository requires configuring a Search Source, typically via a REST integration or a pre-built connector, which defines how ServiceNow queries the external system and retrieves results. Option E is correct because the Search Source must then be attached to the applicable Search Profile or Contextual Search Context so it is actually invoked when users search from the CSM portal. Option A is incorrect because converting external articles into PDF attachments on case records does not create a searchable federated integration and is not how external content is surfaced in portal search. Option D is incorrect because modifying the core kb_knowledge table schema to store external articles locally is unnecessary, unsupported as a design pattern, and defeats the purpose of federated search against external repositories.

Answer

Converting all external articles into PDF attachments on case records

Answer

Modifying the core kb_knowledge table schema to store external articles locally

Question 4

When configuring the Assignment Workbench for CSM, what can you use to influence the agent selection process?

Accepted Answer

Agent Schedule and Skills. The Assignment Workbench uses agent schedules (availability/shift) and skills (competency matching) to influence which agents are eligible and best-suited for a case. These are the core inputs to the routing/selection logic, ensuring work goes to an available agent with the right expertise.

Answer

Case Urgency

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Case Channel

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Case Category

Question 5

Which TWO tools help maintain data consistency in cases?

Accepted Answer

Data Policies. Data Policies (B) are correct because they define enforceable rules for how case data is created, validated, updated, and retained, which directly prevents inconsistent or non-compliant data entry across cases. Case Templates (C) are correct because they standardize the fields, required values, and structure of a case, so every case is captured with the same consistent format and mandatory information. Together, these two mechanisms enforce consistency at both the governance level (policies) and the data-capture level (templates). Public forums (A) are informal discussion channels and do not enforce or maintain data consistency. User avatars (D) are purely cosmetic profile images with no bearing on data integrity. System updates (E) may change platform behavior or patch software, but they are not a tool for maintaining case data consistency.

Answer

Public forums

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User avatars

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System updates

Question 6

What is the purpose of the 'Case Task' in the CSM application?

Accepted Answer

To delegate sub-tasks to different teams. A Case Task in CSM is a child record used to break a case into smaller units of work that can be assigned to different teams or individuals. This enables parallel or sequential delegation of sub-tasks while the parent case tracks overall progress. It is the standard mechanism for multi-team case handling.

Answer

To notify the customer

Answer

To create an incident record

Answer

To archive the case

Question 7

Which path in the Navigator is used to define new Case Types?

Accepted Answer

Customer Service > Administration > Case Types. New Case Types in CSM are defined by navigating to Customer Service > Administration > Case Types in the Navigator. This module lets administrators create and configure case type records that extend the base case table and drive the case type selector on case creation. It is the canonical administrative path for case type configuration.

Answer

Service Desk > Configuration

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Customer Service > Case > All

Answer

System Definition > Tables

Question 8

Which THREE of the following are benefits of the Case-to-Problem linkage?

Accepted Answer

Faster resolution of systemic issues. Option B is correct because linking related cases to a single problem record lets support teams identify and fix the underlying systemic issue once, so all affected cases benefit from the same root-cause fix and resolve faster. Option D is correct because the case-to-problem linkage aggregates multiple cases under one problem, giving a consolidated view that makes reporting on root causes and recurring trends far simpler. Option E is correct because once cases are linked to a problem, agents can push a single bulk update or notification to all linked cases instead of updating each one individually. Option A is not a benefit of the linkage, since case-to-problem association does not add or affect storage capacity. Option C is not a benefit either, because the linkage does not automatically delete cases; cases remain as records for tracking and audit purposes.

Answer

Increased storage capacity

Answer

Automatic deletion of all cases

Question 9

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

Accepted Answer

Phone. In CSM (Customer Service Management), 'Work Channels' are the communication conduits through which agents interact with customers to resolve cases, and the three correct answers here are Phone (A), Chat (B), and Email (C). Phone (A) is a work channel because inbound and outbound calls are logged as interactions and can create or update cases directly from the agent workspace. Chat (B) is a work channel because real-time messaging sessions with customers are captured as interactions and can be converted into cases or used to resolve them. Email (C) is a work channel because inbound emails generate cases or interactions and outbound replies are tracked against the case record. Script logs (D) do not belong because they are diagnostic or execution records of server-side scripts, not a customer communication medium. Knowledge base (E) does not belong because it is a repository of articles used for reference and self-service, not a channel through which work interactions are conducted.

Answer

Script logs

Answer

Knowledge base

Question 10

When setting up a new community in ServiceNow CSM, an administrator can configure different types of content formats to encourage user participation. Which TWO content types are supported natively in ServiceNow Communities? (Choose two.)

Accepted Answer

Blogs (allowing authors to publish posts and readers to comment). Option B is correct because ServiceNow Communities natively supports Blogs, where authors can publish posts and community members can read and comment on them, making it a core content format for encouraging participation. Option D is correct because Questions are a native Communities content type, featuring a question-and-answer model with accepted answer functionality to mark the best response. Option A is incorrect because live chat transcript logs are not a native Communities content type; live chat is a separate channel/feature and transcripts are not published as community content. Option C is incorrect because direct database SQL query forms are not a Communities content format and would pose security and data-access concerns. Option E is incorrect because automated patch deployment forms are not a native Communities content type; patch management belongs to IT Operations Management/ITSM processes, not community content.

Answer

Live chat transcript logs

Answer

Direct database SQL query forms

Answer

Automated patch deployment forms

Question 11

Which TWO roles or user groups typically interact with community moderation queues to review reported or flagged content? (Choose two.)

Accepted Answer

Users with the sn_communities_moderator role. Option A is correct because the sn_communities_moderator role is the dedicated ServiceNow Community role granted to users who work the moderation queues, where they review reported or flagged content and take actions such as approving, hiding, or deleting posts and comments. Option E is correct because Community Managers are the business-side user group that owns community governance and routinely monitors and processes the moderation queues to handle escalated or reported content. Option B is incorrect because DBAs manage database infrastructure and performance, not content moderation workflows. Option C is incorrect because ITIL dispatchers handle incident and request assignment, not community content review. Option D is incorrect because external consumers without portal accounts cannot access moderation queues, which require authenticated community roles.

Answer

Database administrators (DBA)

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ITIL dispatchers

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External consumers without portal accounts

Question 12

Which THREE security and compliance practices should be enforced within peer-to-peer customer communities? (Choose three.)

Accepted Answer

Enforcing User Criteria to restrict proprietary forums to authorized accounts only. Option A is correct because enforcing User Criteria in the community platform restricts access to proprietary forums so only authorized accounts (matching defined criteria such as company, role, or entitlement) can view or participate, preventing unauthorized disclosure. Option B is correct because publishing clear community guidelines and terms of use sets participant expectations for acceptable behavior, data handling, and consequences, which is a foundational compliance and governance control for peer-to-peer communities. Option C is correct because automated moderation rules that intercept posts containing PII or sensitive data provide a preventive technical control to stop accidental or malicious exposure of regulated information before it is published. Option D is incorrect because granting admin rights to all active posters violates least privilege and would let any participant alter community settings, moderate others, or access restricted content. Option E is incorrect because allowing anonymous users to view internal financial discussions without logging in removes authentication and authorization, exposing confidential financial data and breaching access-control and compliance requirements.

Answer

Granting admin rights to all active community posters

Answer

Allowing any anonymous user to view internal financial discussions without logging in

Question 13

A community member notices a spam post in a forum and wants to bring it to the attention of the moderators. What action should the user take on the post?

Accepted Answer

Click the 'Report' or 'Flag as Inappropriate' button on the post. Community users can flag or report content as inappropriate, which places it in a moderation queue for review.

Answer

Delete the post directly using administrative credentials

Answer

Submit a high-priority IT service desk incident

Answer

Close the forum category

Question 14

Which TWO actions occur when an Account record is marked as inactive in ServiceNow CSM? (Choose two.)

Accepted Answer

New cases cannot be submitted for the inactive account through the portal.. Option A is correct because marking an Account inactive in ServiceNow CSM blocks the creation of new cases for that account via the customer portal, since the portal's case-creation logic validates the account's active status before allowing submission. Option C is correct because deactivating an account does not cascade-close its existing cases; open cases remain open and must be closed or handled explicitly by agents or workflows. Option B is incorrect because installed base items are not automatically reassigned to internal stockrooms when an account is deactivated. Option D is incorrect because service contracts are not automatically deleted; they persist and are only affected by their own lifecycle rules. Option E is incorrect because contact records are not deleted from the database when an account is marked inactive.

Answer

All installed base items owned by the account are automatically reassigned to internal stockrooms.

Answer

Associated service contracts are automatically deleted.

Answer

All associated contact records are automatically deleted from the database.

Question 15

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. In the default Customer Service Management (CSM) workflow, the 'Assigned to' field is mandatory to move a case from 'New' to 'Work in Progress'. This ensures that every case in progress has a clear owner responsible for its resolution. Without an assignee, the case cannot be actively worked on, so the system enforces this requirement before allowing the state transition.

Answer

Priority

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Expected resolution date

Answer

Closure code