CIS-CSM Practice Test 19 — 15 Questions

Question 1

A company acquires another business. The administrator needs to reflect that Company B is now a subsidiary of Company A in ServiceNow CSM without losing historical case data. How should this be configured?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Set the Parent field on Company B account to Company A account. To reflect that Company B is now a subsidiary of Company A without losing historical case data, you should set the Parent field on the Company B account record to reference Company A. This establishes a hierarchical relationship between the two accounts while preserving all existing records and associations. It is the standard way to model corporate hierarchies in ServiceNow CSM.

Answer

Create a customer relationship record of type 'Subsidiary'

Answer

Reassign all contacts from Company B to Company A

Answer

Merge the two account records into a single record

Question 2

An administrator is setting up Case Escalation rules. Which THREE methods or triggers can be used to escalate a case? (Choose three.)

Accepted Answer

Manual escalation via the 'Escalate' UI action on the Case form. Option C is correct because a manual escalation is typically performed by an agent or user clicking the 'Escalate' UI action on the Case form, which changes the case state or escalation field. Option D is correct because Flow Designer flows or Business Rules can evaluate conditions (e.g., priority, age, customer tier) and automatically trigger escalation logic when those conditions are met. Option E is correct because SLA breaches or milestone events are standard triggers that can automatically escalate a case when a service target is missed or a critical milestone is reached. Option A is not correct because escalating on every keystroke in work notes is not a valid or meaningful trigger and would cause excessive, unintended escalations. Option B is not correct because a customer viewing the portal homepage has no relationship to case escalation and is not a supported escalation trigger.

Answer

Automatic escalation upon every keystroke in the work notes

Answer

Automatic escalation whenever a customer views the portal homepage

Question 3

A customer service manager wants to ensure that when a case is created for a VIP account, the case is automatically assigned to a specific assignment group and a notification is sent to the group manager. The manager asks an implementation specialist to configure this behavior. Which TWO components are required to achieve this? (Choose two.)

Accepted Answer

Notification. To automatically assign a case to a specific assignment group based on the VIP account condition, an Assignment Rule is the correct tool. To notify the group manager, a Notification is needed. Together, these two components meet the requirements without unnecessary scripting or complex workflows.

Answer

Business Rule

Answer

SLA Definition

Answer

Workflow

Question 4

A customer service manager wants to recognize community members who consistently provide helpful answers. The manager decides to award points for each accepted answer and to automatically grant a badge when a user reaches 100 points. Which ServiceNow Communities feature should the manager configure to implement this recognition program?

Accepted Answer

Reputation points and badges. Reputation points and badges are designed specifically for gamified recognition in ServiceNow Communities. Administrators can define point values for actions like accepted answers and set badge thresholds, such as 100 points, to automatically reward active contributors. Other features like user criteria, moderation queues, and notifications serve different purposes and cannot implement this recognition program.

Answer

User criteria and forum permissions

Answer

Notification preferences and subscriptions

Answer

Community moderation queues

Question 5

A customer service manager at a telecommunications company wants to ensure that when a case is created for a customer with multiple active cases, the system automatically links the new case to the existing ones based on matching values in the 'Customer' and 'Product' fields. Which CSM feature should the manager configure to achieve this?

Accepted Answer

Case Matching Rules. Case Matching Rules are designed to automatically identify and link cases that share common attributes. By configuring match criteria on fields such as Customer and Product, the system can detect existing open cases and create relationships. This reduces duplicate efforts and provides agents with a consolidated view. The other features do not perform case-to-case linking based on field values.

Answer

Case Templates

Answer

Case Assignment Rules

Answer

Case Escalation Rules

Question 6

A customer service agent is working on a case and needs to send a response to the customer that includes a personalized greeting, case details, and a resolution summary. The agent wants to ensure the email uses the correct customer name and case number automatically. Which feature should the agent use to compose this email?

Accepted Answer

Response Templates. Response Templates are built for agents to compose case-related emails quickly and accurately, automatically populating fields like customer name and case number. They ensure consistency and save time while allowing personalization. The other options are either for system-triggered notifications, subscription settings, or short chat messages, not for ad-hoc email responses from a case.

Answer

Quick Messages

Answer

Notification Preferences

Answer

Email Templates

Question 7

A customer service agent is working on a case and needs to add a comment that will be visible to the customer on the customer service portal. Which field should the agent use to ensure the comment is customer-visible?

Accepted Answer

Additional comments. In CSM, customer-visible communication is done through the Additional comments field. This field is exposed on the customer service portal and in email notifications, ensuring the customer sees the update. Work notes are strictly internal, while resolution notes and description serve different purposes. The agent should use Additional comments to add a customer-visible comment.

Answer

Work notes

Answer

Resolution notes

Answer

Description

Question 8

A customer service manager wants to ensure that when a contact is associated with multiple accounts, the contact can select the appropriate account when submitting a case through the Customer Service Portal. Which feature should the manager configure to enable this?

Accepted Answer

Add a reference field to the case creation form that allows the contact to choose from their associated accounts.. To allow a contact to choose among multiple associated accounts when creating a case, a reference field on the case form is needed, with a reference qualifier that filters accounts based on the contact's Customer Relationship records. This provides a user-friendly selection mechanism.

Answer

Use the 'Account' field on the Contact record to determine the account for the case.

Answer

Enable the 'Account selection' option in the portal widget configuration.

Answer

Configure the Customer Relationship table to automatically set the primary account on the case.

Question 9

A CSM implementation team is configuring an SLA Definition on the Case [sn_customerservice_case] table. The customer service manager requires that the SLA pause counting whenever the case enters the 'Awaiting Customer' state, and resume counting only when the case returns to a work-in-progress state. What should the administrator configure to meet this requirement?

Accepted Answer

Set the 'Pause condition' to 'State is Awaiting Customer' and the 'Resume condition' to 'State is In Progress' on the SLA Definition.. To pause an SLA during a specific case state and resume when the state changes, the SLA Definition provides dedicated Pause and Resume condition fields evaluated by the SLA engine. Configuring the Pause condition for the Awaiting Customer state and the Resume condition for a work-in-progress state preserves accumulated elapsed time while preventing the timer from advancing during customer wait periods.

Answer

Create a business rule that sets the SLA task's 'Active' field to false when the state changes to Awaiting Customer, and to true when it changes back.

Answer

Set the 'Stop condition' to 'State is Awaiting Customer' and rely on the SLA engine to automatically restart when the state changes.

Answer

Configure the 'Reset condition' to 'State is Awaiting Customer' so the SLA timer restarts from zero each time the case returns to work in progress.

Question 10

A CSM administrator is onboarding a new business customer, Northwind Traders. The account record already exists, but the administrator needs to relate the primary support contact to that account so the contact inherits the account's entitlement and can open cases from the Customer Service Portal. Which field on the contact record establishes this relationship?

Accepted Answer

Company. Relating a contact to a business customer is done through the Company reference on the contact record, which points to the Account. Once that reference is populated, the contact is recognized as belonging to Northwind Traders, inheriting the account's entitlements and gaining the ability to create and view cases scoped to that account. Other fields either serve different tables or represent unrelated CSM concepts.

Answer

Account

Answer

Parent

Answer

Consumer

Question 11

A CSM implementation specialist is configuring the case resolution process. They need to ensure that when a case is resolved, certain actions occur automatically. Which TWO of the following are valid ways to trigger actions upon case resolution? (Choose two.)

Accepted Answer

Business Rules. Business Rules and Workflows are both valid mechanisms to trigger automatic actions when a case is resolved. Business Rules are event-driven scripts that can execute on state change, while Workflows provide a structured process automation that can include resolution-triggered activities. The other options are client-side or time-based and cannot reliably perform server-side actions upon resolution.

Answer

Client Scripts

Answer

UI Policies

Answer

Scheduled Jobs

Question 12

A CSM agent is searching for knowledge articles using the Contextual Search on a case. The agent wants to find articles that contain the exact phrase 'password reset failed' but the search returns many irrelevant results. Which search technique should the agent use to narrow results to the exact phrase?

Accepted Answer

Enclose the phrase in double quotes: "password reset failed".. In ServiceNow search, including Contextual Search, double quotes around a phrase enforce an exact match of that phrase. This is the most effective way to narrow results to articles containing the specific sequence of words. Other operators like plus signs or wildcards do not guarantee phrase adjacency. Therefore, the agent should use double quotes to achieve the desired precision.

Answer

Use the plus sign before each word: +password +reset +failed.

Answer

Separate the words with commas: password, reset, failed.

Answer

Use the wildcard asterisk between words: password*reset*failed.

Question 13

A knowledge manager needs to configure a knowledge base so that articles automatically expire and are retired 90 days after their last review date. Which feature should be used to accomplish this?

Accepted Answer

Create a scheduled job that runs daily, checks articles where the last review date is more than 90 days ago, and sets their state to 'Retired'.. The most direct way to retire articles 90 days after their last review date is to create a scheduled job that identifies such articles and updates their state. ServiceNow does not provide an out-of-the-box automatic retirement based on review date, so a scheduled job is the appropriate solution. This approach is customizable and can be tailored to specific knowledge bases if needed.

Answer

Use the 'Article Retirement' workflow that is triggered when an article is published.

Answer

Configure the knowledge base's 'Retirement' policy to 90 days and set the 'Retire' action to automatic.

Answer

Set the 'Review date' field on the knowledge base to 90 days and enable 'Auto-retire'.

Question 14

A CSM implementation team is designing a model where a large enterprise account, Contoso, has multiple divisions, and each division must be tracked independently for cases and entitlements while still rolling up to Contoso. Which approach best models this requirement using standard CSM account structures?

Accepted Answer

Create separate account records for each division and set Contoso as the Parent of each division account.. Modeling each division as its own account and pointing its Parent field at Contoso produces a true account hierarchy. That hierarchy allows each division to own its contracts, entitlements, and contacts for independent case handling, while parent-based roll-up and reporting let leadership see consolidated Contoso activity. Flattening everything into one account or misusing contacts and consumers removes the structural separation the requirement depends on.

Answer

Create one Contoso account and add each division as a contact record under that account.

Answer

Create separate consumer records for each division and relate them to Contoso through the Consumer field.

Answer

Create one account for Contoso and store the division name in a custom text field on each case.

Question 15

A CSM implementation specialist is configuring knowledge article versioning. An author has checked out a published article, made edits, and then another author attempts to check out the same article. What happens?

Accepted Answer

The second author is blocked from checking out the article until the first author checks it in or the checkout is cancelled.. When an article is checked out, it is locked to the author who checked it out. Other users, regardless of role, cannot check it out until it is checked in or the checkout is cancelled. This prevents conflicting edits and maintains a single linear version history. The correct behavior is that the second author is blocked, ensuring version integrity and avoiding overwrites.

Answer

The second author can check out the article, creating a new version branch that merges automatically upon check-in.

Answer

The second author can check out the article and their edits overwrite the first author's changes.

Answer

The second author can check out the article only if they have the knowledge_admin role.