CIS-CSM Practice Test 2 — 10 Questions

Question 1

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 the minimum role required for a user to access the customer portal, manage their own profile, and view/create their own cases. This role grants the necessary read/write access scoped to the user's own records without granting agent or administrative privileges. Higher roles like manager or admin are not required for self-service portal access.

Answer

itil

Answer

sn_customerservice.manager

Answer

admin

Question 2

A Customer Service Manager reports that Case SLAs are still running even after a case has been placed in 'Awaiting Problem' state. How should the administrator resolve this issue?

Accepted Answer

Configure the Pause condition on the SLA Definition to evaluate when the State is Awaiting Problem. The Pause condition on the SLA Definition should be configured to evaluate when the Case State is 'Awaiting Problem'. This pauses the SLA timer while the case is in that state, preventing the SLA from running. It is the standard way to handle SLA pauses for specific states.

Answer

Update the SLA Workflow to include a Timer activity for the Awaiting state

Answer

Create a Business Rule on the Case table to pause the task_sla record

Answer

Modify the Stop condition to include the Awaiting Problem state

Question 3

During a CSM implementation, an engineer writes a custom script to manually insert a Task SLA record. What core engine feature might be bypassed or corrupted if Task SLAs are created manually instead of letting the SLA engine handle them?

Accepted Answer

Automatic schedule calculation, stage progression, and workflow attachment managed by the SLA engine.. The SLA engine automatically evaluates definitions, conditions, and schedules. Manual creation bypasses schedule calculations and workflow attachments.

Answer

The system will throw a severe security exception due to table-level ACL restrictions.

Answer

Dictionary overrides on the task_sla table will fail to load.

Answer

The scheduled job processor will immediately delete the manually inserted record.

Question 4

When linking a Case to a Problem record, what are THREE distinct benefits or behaviors enabled in CSM? (Choose three.)

Accepted Answer

Allowing multiple customer cases to be tied to a single root-cause problem record. Option A is correct because the core purpose of Case-to-Problem linking in CSM is to associate many individual customer cases with one Problem record that represents the shared root cause, enabling consolidated investigation. Option D is correct because, when configured, the Problem record can expose investigation status to linked customers, giving them visibility into the underlying issue without requiring per-case updates. Option E is correct because linking supports propagating updates or a resolution from the Problem down to its linked Cases, so resolving the root cause can cascade to all affected cases. Option B is not correct because problem work notes are internal and are not automatically inherited as customer-facing case comments. Option C is not correct because linking never purges linked cases from the database; cases remain as records for tracking and history.

Answer

Automatically inheriting problem work notes into customer-facing case comments

Answer

Automatically purging all linked cases from the database immediately

Question 5

Which THREE configuration steps are involved when setting up gamification and reputation management in CSM communities? (Choose three.)

Accepted Answer

Defining point values for specific community actions (e.g., creating a post, receiving an upvote). Option A is correct because gamification in CSM communities starts with defining point values for specific community actions such as creating a post or receiving an upvote, which drives user engagement scoring. Option B is correct because reputation rules are configured to translate accumulated points or activity into user tier levels or expert statuses, enabling recognition and progression. Option E is correct because creating custom badges and assigning threshold requirements is a core gamification step that visually rewards users for reaching defined milestones. Option C is incorrect because payroll bonus calculation is an HR/finance function, not part of community gamification or reputation management. Option D is incorrect because changing the core database engine to InnoDB is a database administration task unrelated to gamification configuration.

Answer

Writing custom business rules to calculate payroll bonuses

Answer

Changing core database engine settings to InnoDB

Question 6

A community user wants to follow a specific topic tag (e.g., #Billing) to receive updates whenever a new thread is created with that tag. How does the user achieve this?

Accepted Answer

Click 'Follow' or 'Subscribe' on the tag entity within the community portal. Users can subscribe or follow tags within the community interface to receive updates on discussions containing those tags.

Answer

Open a customer service case requesting tag notifications

Answer

Create a personal bookmark in their browser

Answer

Modify their email client rules to filter inbound mail

Question 7

How can a customer provide feedback on a resolved case?

Accepted Answer

By completing the Customer Satisfaction Survey. The Customer Satisfaction Survey in ServiceNow CSM is the standard mechanism for collecting feedback on resolved cases. When a case is closed, the system can automatically send a survey to the customer, who rates their experience. The results are stored and can be reported on for quality management.

Answer

By using the chat feature

Answer

By emailing the administrator

Answer

By commenting on the knowledge article

Question 8

A CSM customer service manager wants to audit all changes made to a knowledge article over its lifecycle, including who edited it and when. Which ServiceNow feature provides this audit trail?

Accepted Answer

The 'History' context menu / audit logs on the kb_knowledge record. ServiceNow automatically tracks changes to records via the audit history, accessible through the 'History' context menu on the kb_knowledge record or via the Sys Audit > History module. This audit trail records field-level changes, the user who made them, and timestamps, providing a complete lifecycle audit for knowledge articles. The 'History' context menu is the standard way to view this on any record, including kb_knowledge.

Answer

System Audit > Knowledge History

Answer

Customer Service > Audit Trails > Knowledge

Answer

Knowledge Management > Version Audit Reports

Question 9

A customer service organization requires that whenever a new contact is created for a strategic account, an approval task is automatically generated for the account manager. Which mechanism should an administrator use to implement this?

Accepted Answer

Flow Designer with a trigger on the Contact table. Flow Designer with a trigger on the Contact table is the correct mechanism to automatically generate an approval task for the account manager when a new contact is created for a strategic account. Flow Designer allows defining a trigger on record creation, with conditions to check the account tier, and then create an approval task. This is a declarative, low-code approach suitable for such automation.

Answer

Data Policy

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Client Script

Answer

Account Tier business rule

Question 10

What should an agent do if a case is misrouted to their team?

Accepted Answer

Reassign the case to the correct group. When a case lands with the wrong team, the correct action is to reassign it to the group that owns that case type so the right agents can work it within SLA. Reassignment preserves the case history, SLA timers, and audit trail, and routes the work to the appropriate queue. This is the standard CSM triage behavior for misrouted cases.

Answer

Ignore the case

Answer

Change the priority to low

Answer

Delete the case