CIS-CSM Practice Test 20 — 15 Questions

Question 1

Which role is typically required for a user to moderate community posts, approve pending content, and manage reported items?

Accepted Answer

sn_communities_moderator. The sn_communities_moderator role grants permissions to moderate community content.

Answer

knowledge_admin

Answer

sn_csm_admin

Answer

itil

Question 2

Which TWO actions can a community moderator perform to maintain order and quality in peer-to-peer support forums? (Choose two.)

Accepted Answer

Delete or edit inappropriate user-submitted posts. Community moderators have specific permissions to manage content integrity, including locking threads and deleting or editing inappropriate posts.

Answer

Reassign system-wide ITIL task queues

Answer

Directly modify core ServiceNow system properties (sys_properties)

Answer

Create new database tables via Studio

Question 3

Which TWO actions can a CSM agent perform when they identify that an existing knowledge article contains outdated information while working on a case? (Choose two.)

Accepted Answer

Flag the article or submit feedback indicating it is outdated. Agents can provide feedback or flag articles, and if permitted, check out/edit or create feedback tasks.

Answer

Automatically publish a new version without review

Answer

Delete the article directly from the Case related list

Answer

Reassign the knowledge base ownership to their own user record

Question 4

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

Accepted Answer

They reduce manual data entry and standardize case information. Templates pre-populate form fields, reducing manual data entry and ensuring consistency.

Answer

They automatically assign the case to the agent

Answer

They bypass SLA calculations

Answer

They automate the closing of the case

Question 5

A company wants to reward community members based on quality contributions rather than sheer quantity of posts. Which reputation rule setting should the administrator adjust?

Accepted Answer

Configure point weights to award higher points for accepted answers and upvotes than for basic post creation. Reputation rules can be weighted so that receiving accepted answers or upvotes awards significantly more points than simply creating a new thread.

Answer

Disable reputation points entirely and use manual spreadsheets

Answer

Require administrator approval for every single reply

Answer

Set maximum daily post limits to 1 per user

Question 6

Which TWO of the following roles are standard CSM roles?

Accepted Answer

sn_customerservice.customer. Customer and agent roles are fundamental to the CSM model.

Answer

sn_system_admin

Answer

sn_security_monitor

Answer

sn_network_engineer

Question 7

Which tool in ServiceNow allows administrators to visualize the lifecycle of a case?

Accepted Answer

Process Automation Designer. Process Automation Designer provides a visual representation of complex workflows including cases.

Answer

Workflow Editor

Answer

Flow Designer

Answer

Business Rules

Question 8

When creating a new record producer for CSM, what is the best practice for capturing 'Customer' information?

Accepted Answer

Use a Reference variable to the Account/Contact table. Using the 'Reference' variable type to the 'Account' or 'Contact' table ensures data integrity.

Answer

Hardcode the value in a script

Answer

Use a choice list

Answer

Create a string field

Question 9

Which of the following is a capability of 'Major Case Management'?

Accepted Answer

Mass update of related child cases. Major case management allows for mass updates and synchronization of related cases.

Answer

Bypassing the standard case workflow

Answer

Deletion of all child cases on resolution

Answer

Automatic creation of new child cases

Question 10

If an agent wants to ensure that a customer is notified when a work note is added to a case, which feature should they use?

Accepted Answer

Comments. By default, work notes are internal; 'Comments' notify the customer. Agents must use the correct field type.

Answer

Work notes

Answer

Email client

Answer

Activity stream

Question 11

Which TWO of the following are primary channels for creating a CSM case?

Accepted Answer

Service Portal. Email and Service Portal are the most common entry points for customers.

Answer

Knowledge base

Answer

Dashboards

Answer

System logs

Question 12

Which TWO of the following actions can a manager perform on a case?

Accepted Answer

Reassign to another team. Managers can reassign or escalate cases as part of their oversight role.

Answer

Change case record number

Answer

Modify system tables

Answer

Delete the customer

Question 13

Which component is required to enable Case-to-Problem linkage?

Accepted Answer

Problem Management Plugin. The Problem Management plugin must be active, and the Case-to-Problem linkage feature is enabled via the 'com.snc.problem_management' plugin and appropriate property settings.

Answer

Advanced Work Assignment

Answer

Service Portal

Answer

Case Types

Question 14

What is the result of using a 'Case Template' on a case record?

Accepted Answer

It populates fields with predefined data. Templates populate multiple fields automatically based on predefined values.

Answer

It archives the case

Answer

It changes the case owner

Answer

It creates a new case

Question 15

Which THREE things must be true for a Case Assignment Rule to execute?

Accepted Answer

The case must match the rule conditions. Rules require active status, matching conditions, and a defined destination.

Answer

The customer must approve

Answer

The case must be already closed