CIS-CSM Practice Exam 3 — 20 Questions

Question 1

When configuring entitlements in ServiceNow CSM, which THREE criteria can be used to restrict or determine when an entitlement applies to an incoming case? (Choose three.)

Accepted Answer

Account. Entitlements can be matched against specific accounts, products, assets, and contacts to control service levels and consumption.

Answer

Geographic Region

Answer

Case Priority

Question 2

Which THREE factors are critical when designing peer-to-peer support communities to ensure effective case deflection? (Choose three.)

Accepted Answer

Organizing forums into logical, easy-to-navigate categories. Effective case deflection relies on discoverable content, clear categorization, and strong search indexing.

Answer

Disabling all authentication requirements so anonymous bots can spam the forums

Answer

Hardcoding all community replies into static knowledge articles manually

Question 3

Which role is typically required to create and modify SLA Definitions in a CSM implementation?

Accepted Answer

sla_admin or admin. SLA configuration requires specialized administrative privileges, typically provided by the SLA Admin role.

Answer

sn_customerservice_manager

Answer

sn_customerservice_agent

Answer

itil

Question 4

An administrator is setting up account and contact management in ServiceNow CSM. Which TWO of the following statements are true regarding the relationship between accounts and contacts? (Choose two.)

Accepted Answer

A single contact can be associated with multiple accounts using contact relationships or multiple contact-account mappings.. Contacts represent individuals working for an account. A contact can be associated with multiple accounts, and accounts can have multiple contacts.

Answer

Deactivating an account automatically deactivates all associated contact records in the system.

Answer

An account must have at least one primary contact designated at all times for case creation.

Answer

Contacts inherit all roles and permissions of their parent account automatically without user record configuration.

Question 5

A customer service agent wants to reference a community thread directly inside a customer case record. Which mechanism links a case to a community thread?

Accepted Answer

The Community Thread related list on the Case form. Many-to-many relationships or reference fields on the case table allow linking community threads or using built-in CSM related lists.

Answer

Attaching a PDF export of the browser screen

Answer

Writing a client script on the sys_user table

Answer

Changing the case category to 'Community'

Question 6

What happens to a community discussion thread when it is locked by a moderator?

Accepted Answer

Users can no longer post new replies to the thread, but existing content remains visible. Locking a thread prevents users from adding further replies or comments to it while keeping the existing content visible.

Answer

The thread is automatically converted into an IT incident

Answer

Only system administrators can view the thread

Answer

The thread is permanently deleted from the database

Question 7

An administrator needs to restrict access to a specific community forum so that only members of a specific Account or Partner organization can view and participate. Where is this security established?

Accepted Answer

User Criteria associated with the specific Community or Forum record. Community access can be controlled using User Criteria or Content Targeting rules linked to user criteria or accounts.

Answer

Dictionary overrides on the community table

Answer

Access Control Lists (ACLs) on the sys_user table

Answer

Client Scripts running on the portal login page

Question 8

An organization is launching its peer-to-peer support community. Where in the ServiceNow platform does an administrator configure the top-level categories and forums hierarchy for the community portal?

Accepted Answer

Community Administration > Forums. Community administration is managed via the CSM application modules, specifically the Communities section where forums, nodes, and categories are structured.

Answer

Service Portal > Pages > Community Portal

Answer

Customer Service > Administration > Properties

Answer

AI Search > Result Sources > Community

Question 9

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. Community analytics track engagement, case deflection success, and active user participation through reporting dashboards.

Answer

Hardware asset depreciation schedules linked to community users

Answer

Network bandwidth utilization of the Service Portal node

Question 10

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). Setting up community gamification involves defining badges, establishing point values for actions, and configuring reputation rules.

Answer

Writing custom business rules to calculate payroll bonuses

Answer

Changing core database engine settings to InnoDB

Question 11

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 12

A community moderator wants to convert a standard community question thread into a formal Customer Service case because the issue requires agent intervention. Which out-of-the-box feature should the moderator use from the moderator workspace or view?

Accepted Answer

Click the 'Create Case' UI action available on the community content record. ServiceNow provides an out-of-the-box action on community content to create a case, linking the community post directly to the newly created CSM case.

Answer

Run an on-demand background script to copy the discussion text into the Incident table

Answer

Change the state field of the community post directly to 'Converted to Case'

Answer

Export the discussion thread to XML and import it into the Case [sn_customerservice_case] table

Question 13

Which condition type in an SLA Definition specifies when the SLA timer should stop counting?

Accepted Answer

Stop condition. Stop conditions dictate when an SLA successfully completes (reaches its target).

Answer

Reset condition

Answer

Pause condition

Answer

Start condition

Question 14

A customer contact calls in to create a case on behalf of another user at a different account location. The service agent needs to verify the contact's authority to act on behalf of that account. What feature should the agent use to check authorized contacts?

Accepted Answer

The Authorized Contacts related list on the Account form.. The 'Account Contacts' related list or contact relationships on the Account form define who is authorized to contact support for that account.

Answer

The Customer Service Agent Authorization module.

Answer

The Contact Relationship Matrix plugin.

Answer

The Consumer Verification workflow engine.

Question 15

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 16

Which TWO metrics are typically tracked to measure the success and health of a customer service community? (Choose two.)

Accepted Answer

Case deflection rate attributed to community search and content. Community health is evaluated using metrics such as case deflection rates, active contributor counts, and accepted answer ratios.

Answer

Physical server CPU utilization percentages

Answer

Average hardware repair time in the warehouse

Answer

Number of failed login attempts due to expired LDAP passwords

Question 17

When troubleshooting why community posts are flagged by moderation rules, which THREE areas should an administrator investigate? (Choose three.)

Accepted Answer

User trust levels or author reputation thresholds that might bypass moderation. Investigating moderation flags involves reviewing moderation rule definitions, keyword filters, and audit logs.

Answer

Mid Server certificate expiration dates

Answer

The system mail boxes for outbound SMTP server status

Question 18

A CSM project requires an SLA to pause whenever a Case is placed in the 'Awaiting Vendor' state. Where must this pause condition be configured so that the Task SLA engine recognizes it?

Accepted Answer

In the SLA Definition record using the Pause condition field. Pause conditions are configured directly within the SLA Definition record using the Pause condition builder.

Answer

In a Business Rule running on the Task SLA table

Answer

In the SLA Workflow using a Timer activity

Answer

In the SLA Definition record using the Pause condition field

Question 19

A community manager needs to configure reputation points and badges for active users who frequently answer questions in the peer-to-peer forums. Where is this configured in ServiceNow CSM?

Accepted Answer

Community Administration > Reputation Setup. Reputation rules, point allocations, and badge achievements are maintained within the Reputation Management module of the Community application.

Answer

User Administration > Badges

Answer

Customer Service > Administration > Reputation

Answer

Collaboration > Gamification > Badges

Question 20

When planning a community implementation for a global enterprise, which THREE architectural considerations are critical for multi-language and multi-region support? (Choose three.)

Accepted Answer

Establishing regional or language-specific forum categories to group relevant discussions. Global community implementations require localization, translation support, and regional categorization strategies.

Answer

Requiring all global users to share a single unsegmented English-only forum

Answer

Hardcoding all English forum text into client scripts