CIS-CSM Practice Exam 2 — 20 Questions

Question 1

Which TWO mechanisms are used to control and restrict case visibility among contacts belonging to the same corporate account? (Choose two.)

Accepted Answer

Account hierarchy roll-up rules.. Case visibility is governed by system properties determining whether contacts see all account cases or only their own, and contact relationships.

Answer

Business service portfolio catalogs.

Answer

ITIL role assignments on contact records.

Answer

Asset contact relationship mapping tables.

Question 2

A customer service manager wants to track community adoption metrics, such as deflection rates and most active contributors, directly within the CSM workspace. Which dashboard or workspace module supports this?

Accepted Answer

Performance Analytics dashboards for CSM Communities. Community analytics are available via Performance Analytics dashboards and CSM Workspace reporting components.

Answer

HR Service Delivery Analytics

Answer

ITSM Problem Management Analytics

Answer

Discovery Dashboard

Question 3

What is the primary purpose of implementing peer-to-peer support forums within the ServiceNow CSM application?

Accepted Answer

To enable deflection by allowing customers to find answers from other users. Peer-to-peer forums deflect inbound support cases by allowing customers to help each other solve common issues.

Answer

To host secure, encrypted messaging between enterprise clients and executives

Answer

To track employee performance metrics and KPIs

Answer

To replace internal IT ticketing systems

Question 4

Which THREE features are associated with Entitlements in ServiceNow CSM? (Choose three.)

Accepted Answer

Grouping under Service Contracts.. Entitlements track support units (cases or hours), can be restricted by products/assets, and are grouped by service contracts.

Answer

Automatic generation of billing invoices in financial ledgers.

Answer

Determining the internal agent salary scale.

Question 5

An organization wants to ensure that inappropriate community posts are automatically flagged for review before they become publicly visible on the CSM portal. Which configuration should the administrator implement?

Accepted Answer

Configure moderation rules in Community Administration to intercept and flag content matching specific criteria. Community moderation rules allow administrators to configure automated filters that flag posts containing specific keywords or reported criteria for moderator review.

Answer

Modify the Case creation UI Policy

Answer

Write an inbound email action on the kb_knowledge table

Answer

Set the system property glide.cs.moderation.auto_delete to true

Question 6

An organization requires that when a CSM case SLA is paused, the elapsed time calculation must exclude non-business days and hours, but when the SLA is running, it should use a 24x7 schedule. Can an SLA definition use different schedules for running and paused states?

Accepted Answer

No, an SLA definition references a single schedule that governs the calendar calculation for duration and elapsed time.. Standard SLA definitions accept a single schedule per definition record.

Answer

Yes, by attaching two conflicting workflows simultaneously.

Answer

Yes, by checking the 'Dual Schedule' checkbox on the Task SLA form.

Answer

Yes, by configuring separate schedules in the Advanced SLA property table.

Question 7

An administrator is asked to configure a custom SLA stage that triggers when an SLA is within 15 minutes of breaching. Where must this custom stage be added so that the SLA engine recognizes and applies it correctly?

Accepted Answer

In the SLA Stage [sla_stage] choice list on the Task SLA table dictionary.. Stages are maintained via choice lists on the Task SLA stage field and engine workflow configurations.

Answer

In the Service Level Management Properties module under 'Custom Stages'.

Answer

In the Dictionary Override of the Case table.

Answer

In the SLA Definition condition builder as an explicit stage filter.

Question 8

An implementation specialist is setting up Case Lifecycle Management and needs to configure state transitions so that a case cannot move directly from 'New' to 'Closed'. Where are these state transition rules defined in CSM?

Accepted Answer

State Model Definitions. CSM uses Customer Service State Model configurations to restrict allowed transitions between case states.

Answer

Dictionary Overrides

Answer

Client Scripts

Answer

Workflow Activity Properties

Question 9

An agent is reviewing a customer account and notices multiple duplicate contact records with slightly different email spellings. What is the best practice method to resolve this in CSM?

Accepted Answer

Use the Deduplication feature or merge contact records. Duplicate contact records should be resolved using standard data deduplication or merging features if available.

Answer

Update the email address on both records to match

Answer

Delete both records and create a new one

Answer

Deactivate both records and ignore them

Question 10

An implementation specialist is configuring community notification settings so users receive alerts regarding discussions they follow. Which TWO actions or components are part of configuring community notifications out-of-the-box? (Choose two.)

Accepted Answer

Modifying the Email Notification records configured for the sn_communities_content table. Community notifications rely on subscription preferences and specific notification definitions tailored for community content events.

Answer

Disabling the global system property glide.email.activity.community

Answer

Writing custom webhooks to an external mail server for every forum insert

Answer

Enabling Connect Chat routing rules for all community subscriptions

Question 11

A community moderator wants to convert a popular, unresolved peer-to-peer community question into a formal customer service case because it requires specialized backend engineering support. How should the moderator achieve this in ServiceNow CSM?

Accepted Answer

Use the 'Create Case' action directly from the community thread moderation menu. Moderators can use the out-of-the-box 'Create Case' UI action or contextual menu option available on community threads to seamlessly spin up a case.

Answer

Export the thread to XML and import it into the Case table

Answer

Change the table name of the record from community content to case via background scripts

Answer

Manually copy and paste the forum text into a new record on the sn_customerservice_case form

Question 12

A community member notices a spam post in a forum and wants to bring it to the attention of the moderators. What action should the user take on the post?

Accepted Answer

Click the 'Report' or 'Flag as Inappropriate' button on the post. Community users can flag or report content as inappropriate, which places it in a moderation queue for review.

Answer

Delete the post directly using administrative credentials

Answer

Submit a high-priority IT service desk incident

Answer

Close the forum category

Question 13

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 14

An implementation specialist is setting up a new Customer Service Management community and needs to allow community members to create new forums. Which role must be assigned to these members to enable forum creation if the default configuration is used?

Accepted Answer

sn_communities.forum_creator. In ServiceNow CSM Communities, the sn_communities.forum_creator role is specifically designed to allow users to create forums within community nodes depending on access control configurations.

Answer

sn_communities_admin

Answer

sn_communities_content_author

Answer

sn_communities_moderator

Question 15

An administrator is configuring the peer-to-peer support forums for a new customer service portal in ServiceNow. Where should the administrator define the specific roles required for users to create new forums and manage categories?

Accepted Answer

Community Administration > Forums. Community forum configuration, including user access roles and category management, is managed directly within the Community Administration settings in the CSM portal.

Answer

User Administration > Roles

Answer

Knowledge Management > Administration

Answer

Service Portal > Portals > Community

Question 16

An administrator is troubleshooting a scenario where community discussions are not appearing in Contextual Search results during case creation. Which table must be indexed or included in the Contextual Search table configurations to resolve this issue?

Accepted Answer

sn_communities_content. Contextual Search search sources must explicitly include the community content table (typically sn_communities_answer or related question/blog tables) to enable deflection.

Answer

kb_knowledge

Answer

sn_customerservice_case

Answer

sys_user

Question 17

Which THREE features are provided out-of-the-box by the Consumer Service Portal in ServiceNow CSM? (Choose three.)

Accepted Answer

Management of household or family member relationships. The Consumer Service Portal is designed for B2C interactions, offering consumer-specific registration, profile management, and case tracking without requiring an enterprise account structure.

Answer

Bulk asset ordering and enterprise contract renewals

Answer

Ability to manage corporate child accounts and view company asset hierarchies

Question 18

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 19

A customer service agent receives a case from a user who is registered as a consumer in the system (csm_consumer table), but the user now works for a corporate client and needs to be converted to a contact associated with an Account. What is the recommended administrative approach to handle this transition?

Accepted Answer

Change the table reference on the user record from csm_consumer to sys_user and populate the account field.. Transitioning a consumer to a contact involves creating the contact record linked to the account and migrating relevant historical context if necessary, as consumers and contacts reside on different tables.

Answer

Use the 'Convert to Contact' UI action available on the Consumer form.

Answer

Delete the consumer record and create a new contact record from scratch, losing all case history.

Answer

Merge the consumer record into the parent Account record using Data Deduplication.

Question 20

When setting up a new community in ServiceNow CSM, an administrator can configure different types of content formats to encourage user participation. Which TWO content types are supported natively in ServiceNow Communities? (Choose two.)

Accepted Answer

Blogs (allowing authors to publish posts and readers to comment). ServiceNow Communities support multiple content formats, such as questions, blogs, and standard discussion threads.

Answer

Live chat transcript logs

Answer

Direct database SQL query forms

Answer

Automated patch deployment forms