CIS-CSM Practice Exam 2 — 20 Questions

Question 1

Which THREE actions are available when viewing a Case in the 'Major Case' context?

Accepted Answer

Remove child cases. In the 'Major Case' context, the available actions include B. Remove child cases, which lets you detach linked child cases from the major case without deleting them; C. Add child cases, which lets you associate existing or new child cases to the major case for consolidated tracking; and D. Send broadcast communication, which lets you distribute updates to stakeholders involved in the major case. These three actions support the core purpose of a major case: managing a group of related cases and keeping responders informed. A. Reset the system is not a case-level action but a platform administration function, and E. Delete the major case record is not offered as a standard action in this context because major cases are typically closed or archived rather than deleted.

Answer

Reset the system

Answer

Delete the major case record

Question 2

When configuring Major Case Management, what is the impact of promoting a child case to a major case?

Accepted Answer

The case is removed from its current major case hierarchy. Promoting a child case to a major case in ServiceNow CSM removes it from its current major case hierarchy. This is because a case cannot simultaneously be a child of one major case and itself be a major case. The promotion process detaches it from the parent, allowing it to become a top-level major case.

Answer

All other child cases are closed

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The case status changes to Resolved

Answer

The case is deleted

Question 3

When utilizing Major Case Management, what happens to the child cases when a state change occurs on the primary Major Case?

Accepted Answer

Child cases are updated based on the 'Major Case Management' configuration properties.. In ServiceNow Major Case Management, when a state change occurs on the primary Major Case, the system propagates that change to all associated child cases according to the rules defined in the 'Major Case Management' configuration properties. These properties specify which fields (such as state) are synchronized and under what conditions, ensuring consistent lifecycle management across the case hierarchy. This automated behavior eliminates the need for manual updates and prevents child cases from becoming out of sync with the primary case.

Answer

Child cases remain unchanged until the agent manually updates them.

Answer

Child cases are automatically closed.

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Child cases are detached from the Major Case.

Question 4

A CSM organization requires that all newly created articles in the 'Customer Support' knowledge base must be approved by a Knowledge Manager before publication. Where is this approval workflow configured?

Accepted Answer

On the Knowledge Base form using the 'Workflow' or 'Article Workflow' field. The approval workflow for knowledge articles is configured on the Knowledge Base form via the 'Workflow' or 'Article Workflow' field, which associates a workflow (such as the standard Knowledge - Approval workflow) with the knowledge base. This workflow governs the article lifecycle, including the approval step before publication. Setting it at the KB level ensures all new articles in that base follow the approval process.

Answer

Inside the Contextual Search application rules

Answer

In the Knowledge Management Service Portal properties

Answer

Via System Policy > Approvals

Question 5

Which TWO methods can be used to apply a custom business schedule to a CSM SLA Definition? (Choose two.)

Accepted Answer

Selecting a predefined schedule directly in the Schedule field on the SLA Definition record.. Schedules can be selected directly on the SLA definition or determined dynamically via script/schedule source fields.

Answer

Hardcoding business hours directly into the SLA workflow JavaScript activities.

Answer

Writing a client script that injects calendar hours into the browser DOM.

Answer

Modifying the default system timezone property in basic settings.

Question 6

Where can a customer service agent view the real-time status and timers of active SLAs attached to a specific Case record?

Accepted Answer

In the Task SLAs related list on the Case form. Agents view attached SLAs on the Case form, typically in a related list named Task SLAs.

Answer

In the SLA Definitions module under System Policy

Answer

In the System Log module

Answer

In the Metric Definitions table list view

Question 7

A customer service director wants to evaluate the effectiveness of the peer-to-peer community in deflecting incoming cases and engaging users. Which THREE metrics or reports are typically reviewed for community performance in CSM? (Choose three.)

Accepted Answer

Average response time and resolution rate for unanswered questions. Option B is correct because community performance in CSM is measured by responsiveness and resolution quality — tracking average response time and the resolution rate for unanswered questions shows whether community members are actually resolving peer questions. Option D is correct because case deflection via community search is a core CSM community KPI: it quantifies how many incoming cases were avoided because users found answers in community articles or threads. Option E is correct because active community users and engagement trends over time indicate whether the peer-to-peer community is growing and sustaining participation, which directly affects deflection and self-service success. Options A and C are incorrect: hardware asset depreciation schedules are an asset management concern unrelated to community deflection, and network bandwidth utilization of the Service Portal node is an infrastructure capacity metric, not a measure of community effectiveness or user engagement.

Answer

Hardware asset depreciation schedules linked to community users

Answer

Network bandwidth utilization of the Service Portal node

Question 8

An administrator needs to customize the layout of the Community Home page in the CSM portal. Which tool should the administrator use to modify page widgets and layout?

Accepted Answer

UI Builder or Service Portal Designer. The Community Home page in the CSM portal is rendered through the Service Portal framework, so its widgets and layout are edited using UI Builder (for Next Experience pages) or the Service Portal Designer (for classic portal pages). These tools expose the container, row, column, and widget structure that makes up the page, allowing drag-and-drop customization. Workflow Editor, Form Design, and Menu Designer operate on different artifacts and cannot modify portal page layout.

Answer

Workflow Editor

Answer

Form Design

Answer

Menu Designer

Question 9

A company requires that when a case is created with a specific product, a related problem record must be automatically created and linked to the case. Where should the administrator configure this automation?

Accepted Answer

Customer Service Flow Designer. Customer Service Flow Designer is the declarative, low-code automation tool in ServiceNow CSM designed to orchestrate multi-step processes such as creating and linking related records. A flow triggered on Case creation can evaluate the product condition and automatically create a Problem record and establish the relationship. This is the recommended approach over custom scripting for maintainability and upgrade safety.

Answer

Business Rules on the Case table

Answer

Client Scripts on Case Form

Answer

Case Action Assignment Rules

Question 10

A CSM organization requires that certain knowledge articles are only accessible to corporate customers who have purchased a 'Premium Support' contract. Which mechanism should be used to enforce this?

Accepted Answer

User Criteria configured with Company or Script-based criteria. User Criteria are the native ServiceNow mechanism for controlling knowledge article visibility at the user/group level, and they support both Company-based criteria and Script-based criteria. A script-based User Criteria can query the customer's active contract (e.g., checking the contract type equals 'Premium Support') and grant or deny access accordingly. This is the intended, supported way to enforce entitlement-driven article visibility without custom ACLs.

Answer

Custom ACL scripts checking the customer's active contract type

Answer

Case Entitlement related lists on the article form

Answer

Service Portal Taxonomy rules

Question 11

What is the primary function of the 'Case Audit' history?

Accepted Answer

To provide a read-only log of changes made to the case record. The Case Audit history is a read-only, system-generated log of field-level changes made to the case record — who changed what field, when, and from what value to what value. It is the authoritative audit trail for compliance and troubleshooting, and agents cannot edit it.

Answer

To allow agents to edit past notes

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To record email delivery status

Answer

To track SLA time

Question 12

An agent is looking at an article on the CSM workspace and notices it is flagged as 'Outdated' by a customer. Where can the agent see this flag?

Accepted Answer

On the article form's feedback related list or feedback task. When a customer flags an article as 'Outdated' via the CSM portal feedback mechanism, ServiceNow creates a feedback record (kb_feedback) and optionally a feedback task. The agent can view this flag on the article form's 'Feedback' related list or in the associated feedback task, which shows the customer's comment and rating. This is where the 'Outdated' flag is surfaced for knowledge managers to act on.

Answer

Only in the system error logs

Answer

In the User Profile record of the customer

Answer

In the case work notes automatically

Question 13

A customer service manager wants to ensure that contacts belonging to a specific tier-one account receive priority handling whenever they log into the Customer Service Portal. Where is the account tier usually recorded?

Accepted Answer

Account Tier field on the Account record. The Account Tier field on the Account record is the standard location where the tier level (e.g., Gold, Silver, Bronze) is stored in CRM systems like Salesforce. This field drives entitlement, support priority, and routing rules, so contacts linked to a tier-one account inherit that priority when they log into the Customer Service Portal.

Answer

Customer Priority Matrix

Answer

Service Level Agreement Priority

Answer

Contact Classification table

Question 14

A user in the community forum provides the best answer to another user's question. Who has the authority to mark this reply as the 'Accepted Answer'?

Accepted Answer

The author of the question and designated community moderators. The author of the original question and users with community moderator roles can mark a reply as the accepted answer.

Answer

Only system administrators

Answer

Any authenticated portal user who views the thread

Answer

Only assigned customer service agents

Question 15

Which TWO of the following steps are required when configuring automated article suggestions for agents working in CSM Agent Workspace? (Choose two.)

Accepted Answer

Associate the Search Context with the Workspace Search Config or Table Configuration. Option B is correct because the Search Context record must be associated with the Workspace Search Config (or the relevant Table Configuration) so that the Agent Workspace knows which search context to invoke when generating article suggestions. Option E is correct because the Search Context itself must be configured with the appropriate Knowledge Base search sources, otherwise the context has nothing to query and no suggestions will be returned. Together, B and E form the required pairing: a properly sourced Search Context that is then linked to the workspace search configuration. Option A is wrong because legacy CMS site parameters are unrelated to Agent Workspace article suggestions. Option C is wrong because suggestions are delivered through the standard Search Context/Search Config framework, not a custom kb_knowledge business rule using WebSockets. Option D is wrong because modifying the global 'kb_suggestion_widget' UI macro is not a required configuration step and is not the supported mechanism for enabling suggestions.

Answer

Enable legacy CMS site parameters in System Properties

Answer

Write a custom business rule on kb_knowledge to push suggestions via WebSockets

Answer

Modify the global UI macro named 'kb_suggestion_widget'

Question 16

An implementation specialist is designing a reporting strategy for CSM Service Level Agreements. Which THREE metrics or tables are critical for comprehensive SLA reporting? (Choose three.)

Accepted Answer

Task SLA [task_sla] table for tracking runtime durations, breach counts, and compliance percentages.. Option C, the Task SLA [task_sla] table, is correct because it is the transactional record that stores each task's SLA instance, including fields like business duration, elapsed time, breach time, and has_breached, which are the foundation for runtime duration, breach count, and compliance percentage reporting. Option D, the Contract SLA [contract_sla] table, is correct because it holds the SLA definition configuration—such as target thresholds, schedule, and start/stop/pause conditions—which is needed to report on the SLA terms and targets themselves. Option E, Performance Analytics indicators targeting SLA breach counts and resolution rates, is correct because PA indicators and breakdowns aggregate task_sla data into trended KPIs, enabling comprehensive SLA performance reporting beyond raw table queries. Option A is not correct because the SLA Workflow [sla_workflow] table relates to Workflow/Flow execution on the SLA engine, not to the SLA runtime durations or compliance metrics required for SLA reporting. Option B is not correct because the Sys Audit [sys_audit] table records field-level change history for auditing, not the elapsed seconds on active SLA timers, which are stored on task_sla.

Answer

SLA Workflow [sla_workflow] table for analyzing workflow canvas execution durations.

Answer

Sys Audit [sys_audit] table for tracking every second elapsed on active SLA timers.

Question 17

Which ServiceNow module allows customer service managers to view and manage the hierarchical structure of parent and child accounts?

Accepted Answer

Account Hierarchy. The Account Hierarchy module in ServiceNow CSM provides a visual, tree-based interface for viewing and managing parent-child relationships between accounts. Customer service managers use it to navigate the organizational structure of business accounts and their subsidiaries. It is the dedicated UI for hierarchical account management in the CSM application.

Answer

Customer Tree

Answer

Organization Map

Answer

Account Relationships Manager

Question 18

A customer service supervisor wants to run a report showing all active entitlements for a specific account that are nearing their expiration date. Which table should the report be built on?

Accepted Answer

Entitlement [ast_entitlement]. The Entitlement [ast_entitlement] table is the correct choice because it is the ServiceNow table that stores entitlement records, including the entitlement's start and end dates and its associated account. To report on active entitlements nearing expiration for a specific account, you must query this table and filter on the account reference field and the end date. The other tables do not hold entitlement expiration data directly.

Answer

Service Contract [ast_contract]

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Account [customer_account]

Answer

Case [sn_customerservice_case]

Question 19

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 is specifically designed to grant users the ability to moderate community posts, approve pending content, and manage reported items within the ServiceNow Communities application. This role includes the necessary permissions to perform content moderation tasks such as reviewing flagged posts, approving or rejecting submissions, and handling user reports. Other roles like knowledge_admin, sn_csm_admin, and itil do not inherently include these community moderation privileges.

Answer

knowledge_admin

Answer

sn_csm_admin

Answer

itil

Question 20

What is the primary purpose of a Service Contract in ServiceNow CSM?

Accepted Answer

To group and manage entitlements and coverage terms for an account. A Service Contract in ServiceNow CSM is used to group and manage entitlements and coverage terms for an account. It defines the level of support, SLAs, and other contractual obligations that a customer is entitled to. This record is essential for determining which entitlements apply to a case or interaction, ensuring that service is delivered according to the agreed terms.

Answer

To store customer portal login credentials

Answer

To manage internal employee vacation schedules

Answer

To track software license compliance for internal hardware