CIS-CSM Practice Test 20 — 15 Questions

Question 1

A CSM process owner wants a breach notification email sent to the case assignment group when a case SLA approaches its breach time, and a second notification when the breach actually occurs. The team already has an SLA Definition with correct Start, Pause, and Stop conditions. Which configuration should the team use to trigger these notifications at the right times?

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

Accepted Answer

Configure the SLA Definition's 'Breach' and 'Warning' notification fields, or attach workflow activities that fire on the SLA's breach and warning events.. The SLA engine emits warning and breach events at the configured thresholds, and SLA Definitions provide notification fields plus workflow hooks for these events. Using these built-in mechanisms ensures notifications fire at the correct times regardless of case update activity, unlike business rules or scheduled reports that depend on other triggers.

Answer

Add a business rule on the case table that checks the SLA due date on every update and sends an email when the due date is within one hour.

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Create scheduled jobs that run every minute and query the task SLA table for records near or past breach, then send emails from the job script.

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Create a report scheduled to run hourly that lists cases with SLAs near breach, and configure the report to email the assignment group.

Question 2

A customer service agent at a CSM-enabled organization receives a call from an individual who is not employed by any business customer. The individual wants to log a complaint about a product they purchased directly. Which CSM record type should the agent use to represent this requester?

Accepted Answer

Consumer. Consumers exist precisely for individuals who contact the organization without belonging to a business customer. Creating a consumer record captures the requester's identity, supports portal access for complaint submission and tracking, and preserves the account table for organizations that hold contracts and entitlements. Accounts, contacts, and business locations all imply an organizational context this caller does not have.

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Contact

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Account

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Business Location

Question 3

An implementation specialist is configuring knowledge article versioning for a CSM knowledge base. When an author checks out a published article to make edits, what happens to the original published version?

Accepted Answer

The original published version remains published and visible, while a new draft version is created for editing.. ServiceNow knowledge versioning allows authors to check out a published article, which creates a new draft version while keeping the original published version live. This ensures continuous availability of the current content. Once the draft is published, it becomes the new published version, and the previous version is archived. The original published version is not altered until the new version is published.

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The original published version is moved to the 'Retired' state to indicate it is being replaced.

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The original published version is overwritten by the draft, and the previous content is lost unless manually saved.

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The original published version is immediately unpublished and hidden from users until the edits are complete.

Question 4

A CSM implementation team needs SLA timers on customer service cases to pause automatically whenever a case is in the 'Awaiting Customer' state and resume when the customer responds. The team has already created an SLA Definition named 'Case Resolution SLA' with a Start condition of 'Case is opened'. Which configuration should the team apply next to meet this requirement?

Accepted Answer

Set the SLA Definition's Pause condition to evaluate the case state as 'Awaiting Customer' and its Resume condition to evaluate the state as no longer 'Awaiting Customer'.. Pause and Resume conditions on an SLA Definition tell the SLA engine to suspend and later continue a running timer based on the task's current field values. For a case waiting on the customer, pausing on 'Awaiting Customer' and resuming when the state changes keeps the resolution target fair and accurate without ending the SLA or creating duplicate records.

Answer

Set the SLA Definition's Stop condition to evaluate the case state as 'Awaiting Customer' and create a second SLA Definition that starts when the customer responds.

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Create a workflow that sets the case's 'SLA due' field to a future date whenever the case enters 'Awaiting Customer'.

Answer

Set the SLA Definition's Start condition to exclude cases in 'Awaiting Customer' and rely on the default SLA engine schedule to skip non-working hours.

Question 5

A community manager wants to recognize the top contributors in the customer service community by automatically awarding a badge when a user's post receives 50 or more 'Helpful' votes. Which ServiceNow CSM feature should the manager use to configure this automated recognition?

Accepted Answer

Community badges. Community badges are the correct feature because they can be configured with specific criteria, such as a threshold of 'Helpful' votes, to automatically award a badge to a user. This provides a direct and automated way to recognize top contributors. Reputation rules, levels, and subscriptions serve different purposes—points, categorization, and notifications—and do not directly award badges based on vote counts.

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Community reputation rules

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Community subscriptions

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Community levels

Question 6

A CSM administrator needs to ensure that the resolution SLA for a case only counts time during the customer's contracted support hours, which are Monday through Friday, 08:00 to 18:00, excluding company holidays. Which configuration on the SLA Definition accomplishes this?

Accepted Answer

Set the 'Schedule' field on the SLA Definition to a business schedule that defines the support hours and holiday exclusions.. SLA Definitions reference a business schedule through the Schedule field, and the SLA engine consults that schedule when calculating business elapsed time. By attaching a schedule that defines Monday through Friday 08:00 to 18:00 and lists company holidays, the resolution SLA counts only contracted support hours and automatically excludes nights, weekends, and holidays.

Answer

Set the SLA Definition's 'Time zone' field to the customer's local time zone and set Duration to the number of support hours per week.

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Create a Pause condition that evaluates the current time against the support hours and pauses the SLA outside those hours.

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Set the 'Duration type' to 'Business elapsed time' and leave the Schedule field empty so the system uses its default 24x7 calendar.

Question 7

A CSM administrator is configuring the Customer Service Portal so that external users see the correct experience based on whether they are business contacts or individual consumers. Which TWO configuration considerations apply when setting up these user types? (Choose two.)

Accepted Answer

Consumers can be converted into contacts when they later join a business customer, preserving their case history.. Portal design hinges on the difference between contacts and consumers. Contacts belong to an account through the Company reference, so their case visibility is account-scoped and shared with authorized colleagues, while consumers see only their own records. Planning for transitions, such as a consumer later joining a business customer, keeps case history intact. Roles, mandatory account links, and blanket entitlement inheritance are all incorrect assumptions about how these user types operate.

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Consumers must always be linked to an account before they can register on the portal.

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Contact records automatically inherit every entitlement configured on any account in the same hierarchy.

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Both contacts and consumers must be assigned the customer service agent role to submit cases through the portal.

Question 8

A community moderator is reviewing a reported post that contains offensive language. The moderator wants to temporarily hide the post from public view while an investigation is conducted, but still allow the author to see it and receive feedback. Which moderation action should the moderator take?

Accepted Answer

Set the post's visibility to 'Private' or use the 'Hide' moderation action.. The correct moderation action is to hide the post or set its visibility to private. This temporarily removes the content from public view without deleting it, allowing the author to still access it and receive feedback. Other actions like permanent deletion, moving to another forum, or flagging for moderation do not achieve the specific requirement of temporary hiding while preserving author access.

Answer

Move the post to a hidden forum.

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Delete the post permanently.

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Mark the post as 'Needs moderation'.

Question 9

A community manager is configuring the integration between Communities and Customer Service Management. Which TWO actions are required to enable agents to create cases from community questions? (Choose two.)

Accepted Answer

Configure the 'Create Case from Question' UI action to be visible on the community question record for the appropriate roles.. To enable agents to create cases from community questions, two key actions are required: activating both the Communities and Customer Service Management plugins, and configuring the 'Create Case from Question' UI action to be visible for the appropriate roles. These steps provide the foundational integration and the user interface element that agents use to generate cases. Other options involve non-existent settings or roles that are not relevant to this functionality.

Answer

Assign the 'sn_communities.moderator' role to the agents who will create cases.

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Ensure that the community question table has a reference field to the Case table.

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Set the 'Enable Case Creation' property to true in the community configuration.

Question 10

A CSM implementation team is configuring SLA Definitions for customer service cases. The business requires that a case's resolution SLA timer only counts time when the case state is not 'Awaiting Customer' and not 'Awaiting Problem'. Which configuration approach should the team use?

Accepted Answer

Set the SLA Definition's 'Pause' condition to evaluate when the case state is 'Awaiting Customer' OR 'Awaiting Problem', and set the 'Stop' condition to evaluate when the case state is 'Closed'.. The Pause condition is specifically designed to temporarily stop the SLA timer while preserving the elapsed time, allowing it to resume when the pause condition is no longer met. Setting it to trigger on Awaiting Customer and Awaiting Problem ensures the timer only counts active work time. The Stop condition on Closed properly ends the SLA when the case is finalized.

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Set the SLA Definition's 'Reset' condition to evaluate when the case state is 'Awaiting Customer' OR 'Awaiting Problem', and set the 'Stop' condition to evaluate when the case state is 'Closed'.

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Set the SLA Definition's 'Start' condition to evaluate when the case state is not 'Awaiting Customer' and not 'Awaiting Problem', and set the 'Stop' condition to evaluate when the case state is 'Closed'.

Answer

Set the SLA Definition's 'Stop' condition to evaluate when the case state is 'Awaiting Customer' OR 'Awaiting Problem', and rely on a separate SLA Definition to handle the closed state.

Question 11

A CSM administrator is troubleshooting why a newly created SLA Definition is not attaching to cases. The definition has a valid Start condition, a correct schedule, and a target of eight hours. Cases are being created and updated normally. Which field should the administrator check first to confirm the definition applies to the Case table?

Accepted Answer

The 'Table' field on the SLA Definition, which specifies the task table the definition targets, such as the Case table.. An SLA Definition must reference the correct task table for the engine to evaluate it against those records. If the Table field points to a different table, cases never match and no task SLA records are created. Confirming the Table field is the fastest way to rule out a misconfigured target before investigating conditions or schedules.

Answer

The 'Workflow' field on the SLA Definition, which links the definition to a workflow for notifications.

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The 'Collection' field on the SLA Definition, which groups related definitions for reporting.

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The 'Type' field on the SLA Definition, which classifies the SLA as operational or underpinning.

Question 12

A CSM implementation specialist is configuring the knowledge article approval workflow. The requirement is that articles in the 'Review' state must be approved by a knowledge manager before they can be published. Which feature should be configured to enforce this?

Accepted Answer

Knowledge article workflow with an approval activity assigned to the knowledge manager role.. To enforce that articles in Review must be approved by a knowledge manager before publishing, the knowledge article workflow must include an approval activity assigned to the knowledge manager role. This creates a formal approval step that gates the transition to Published. Business rules, UI policies, and ACLs can restrict actions but do not provide the required approval mechanism.

Answer

A business rule that sets the article state to Published only if the approver field is populated.

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An access control list (ACL) that restricts write access to the State field to the knowledge_manager role.

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A UI policy that hides the Publish button from users without the knowledge_manager role.

Question 13

A CSM implementation must ensure SLA Definitions correctly respect the support hours of different regions. The team is configuring business schedules and needs to understand how the SLA engine applies them. Which TWO statements accurately describe how SLA Definitions interact with business schedules in CSM? (Choose two.)

Accepted Answer

If the SLA Definition has no schedule specified, the engine falls back to a 24x7 schedule, counting all calendar time.. The SLA engine uses the schedule on the SLA Definition to decide which time counts toward the target, and when no schedule is set it counts all calendar time. Regional support hours are therefore modeled by attaching the appropriate business schedule to each definition, not by setting a schedule on the case or expecting automatic recalculation of running SLAs.

Answer

Changing the schedule on an SLA Definition automatically recalculates breach times for all currently running SLA instances on open cases.

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A business schedule can be assigned to a case record directly, and the SLA engine reads the case's schedule instead of the definition's schedule.

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Business schedules can only be applied to SLAs on the Case table; other task tables ignore the schedule setting.

Question 14

A CSM implementation includes an SLA Definition with a Start condition that triggers when a case is created for a specific customer account. The business now wants to exclude cases that are created with the 'Internal' case type from this SLA. How should the implementation team modify the SLA Definition?

Accepted Answer

Add a condition to the Start condition that checks the case type is not 'Internal', ensuring the SLA does not start for internal cases.. The Start condition is the appropriate place to filter which cases receive an SLA. By adding a condition to exclude internal case types, the SLA will not attach to those cases, fulfilling the business requirement. Other conditions like Stop, Reset, or creating dummy SLAs do not prevent attachment and can lead to incorrect SLA records.

Answer

Create a new SLA Definition specifically for internal cases with no duration and no schedule, and assign it a higher priority than the original SLA Definition.

Answer

Modify the SLA Definition's 'Reset' condition to trigger when the case type is 'Internal', so the SLA timer resets and effectively does not count.

Answer

Add a condition to the Stop condition that checks the case type is 'Internal', so the SLA stops immediately if an internal case is created.

Question 15

A CSM administrator is configuring an SLA Definition for customer service cases. The business wants the SLA timer to start when a case is assigned to a specific assignment group, and to stop when the case is closed. Which condition types should be used for Start and Stop respectively?

Accepted Answer

Start: Assignment group changes to the specified group; Stop: Case state is Closed.. The Start condition should be set to evaluate when the assignment group changes to the specified group, ensuring the SLA timer begins at the correct moment. The Stop condition should be set to evaluate when the case state is Closed, as that is the defined end point. This combination precisely meets the business requirement.

Answer

Start: Case is assigned to any group; Stop: Case state is Closed.

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Start: Case is created; Stop: Case state is Closed.

Answer

Start: Assignment group changes to the specified group; Stop: Case is resolved.