CIS-CSM Practice Exam 1 — 20 Questions

Question 1

An organization notices that community search results are returning outdated and low-quality posts. Which feature should an administrator configure to improve search relevancy for community content?

Accepted Answer

AI Search search profile configurations and search sources. AI Search search profiles, stop words, synonyms, and result improvement rules can be configured to tune search relevancy for community content.

Answer

UI Actions on the Incident table

Answer

Dictionary search flags on the task table

Answer

Email notification templates

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. Option A is correct because community moderators are granted moderation rights over user-generated content, allowing them to delete or edit posts that violate forum guidelines, contain spam, or are otherwise inappropriate, which directly maintains order and quality in peer-to-peer support forums. Option E is correct because locking a discussion thread prevents further replies, which moderators use to stop off-topic arguments, flame wars, or outdated threads from continuing, thereby preserving forum quality. Options B, C, and D are not appropriate moderator actions: reassigning system-wide ITIL task queues (B) is an administrative/fulfillment function, modifying core ServiceNow system properties (C) requires elevated system administrator privileges, and creating new database tables via Studio (D) is a platform development task, none of which fall within the scope of community moderation.

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

When configuring a Service Level Agreement (SLA) for CSM cases, an administrator wants the SLA duration to be calculated using only business hours instead of 24x7. Where should the administrator define these business hours?

Accepted Answer

In the SLA Definition record under the Schedule field. Business hours are defined in the Schedule [cmn_schedule] table and then referenced within the SLA Definition record.

Answer

In the Dictionary entry for the Case priority field

Answer

In the System Properties under com.glide.sla.business_hours

Answer

In the Workflow properties of the attached SLA workflow

Question 4

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

Accepted Answer

It populates fields with predefined data. A Case Template in ServiceNow CSM pre-populates case fields with predefined values when applied to a case record. Templates can set short description, description, category, subcategory, priority, assignment group, and other fields, saving agents from manual entry and enforcing consistency. Applying a template does not create, archive, or reassign the case by itself.

Answer

It archives the case

Answer

It changes the case owner

Answer

It creates a new case

Question 5

Which TWO of the following are valid ways for a customer to interact with a case?

Accepted Answer

Adding a comment on the portal. Option B is correct because customers can add comments to a case through the self-service portal, which appends their input to the case activity stream and notifies the assigned agent. Option E is correct because replying to a case-related email notification routes the response back into the case record as an additional comment or reply, keeping the interaction tracked. Options A, C, and D are not valid customer interactions: editing the case state directly, deleting the case, and updating system properties are privileged administrative or agent-level actions, not self-service capabilities available to customers.

Answer

Editing the case state directly

Answer

Deleting the case

Answer

Updating system properties

Question 6

What is the primary difference between a Customer Service Contact and a Customer Service Consumer?

Accepted Answer

Contacts are associated with a business account, whereas consumers represent individual people. Contacts belong to corporate accounts; consumers are individual standalone users.

Answer

Contacts can log in to the portal, whereas consumers cannot

Answer

Contacts require the ITIL role

Answer

Consumers can purchase products, whereas contacts cannot

Question 7

A Customer Service Manager wants to establish a B2B service model where multiple subsidiaries report to a single global enterprise account. Which ServiceNow CSM feature should be configured to support this parent-child account relationship?

Accepted Answer

Account hierarchy related list on the Account form. Account hierarchies allow organizations to structure accounts in parent-child relationships, enabling visibility of cases, assets, and entitlements down the hierarchy.

Answer

Enterprise service mapping module

Answer

Consumer relationship management rules

Answer

Contact relationship mapping table

Question 8

An administrator is troubleshooting why an SLA timer is incorrectly continuing to run while a CSM Case is in a paused state. Which THREE common configuration issues should the administrator investigate? (Choose three.)

Accepted Answer

The Case state value being used in practice does not match the backend choice value specified in the pause condition.. Investigate pause condition syntax, active pause states, and conflicting definitions.

Answer

The system property com.glide.sla.pause_enabled is set to false.

Answer

The Task SLA table has read-only ACLs preventing the state update.

Question 9

An administrator needs to configure a Service Level Agreement (SLA) that applies specifically to High priority Case records when opened for VIP accounts. Where should this condition be defined?

Accepted Answer

In the SLA Definition Start condition field. The SLA definition table (sla) uses the 'Start condition' field to determine when the SLA lifecycle begins, allowing administrators to filter by Priority and Account tier.

Answer

In the System Properties table under SLA configuration

Answer

In the Contract Service Commitment related list

Answer

In the SLA Workflow Timer activity parameters

Question 10

When a case is linked to a problem, what is the default behavior regarding the case's 'State' field when the problem is resolved?

Accepted Answer

The case state remains unchanged. In ServiceNow CSM, resolving a problem does not automatically change the state of linked cases. The case state remains unchanged unless an agent explicitly performs a cascade resolution action. This is the default behavior — linkage is informational and does not force state transitions.

Answer

The case automatically closes

Answer

The case is moved to 'Pending'

Answer

The case is moved to 'Work in Progress'

Question 11

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 12

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 13

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 14

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 15

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 16

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 17

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 18

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 19

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

Answer

Client Script

Answer

Account Tier business rule

Question 20

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