CIS-CSM Practice Exam 4 — 20 Questions

Question 1

Which TWO benefits do organizations realize by integrating community forums with customer service management cases? (Choose two.)

Accepted Answer

Deflecting inbound cases by providing self-service peer answers. Integrating community forums and cases reduces case volume through deflection and allows seamless escalation when peer support is insufficient.

Answer

Encrypting all customer passwords with blockchain technology

Answer

Automatically provisioning physical hardware for customers

Answer

Eliminating the need for any customer service agents

Question 2

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 3

Which TWO roles or user groups typically interact with community moderation queues to review reported or flagged content? (Choose two.)

Accepted Answer

Users with the sn_communities_moderator role. Community managers and users with the community moderator role review and act on flagged content queues.

Answer

Database administrators (DBA)

Answer

ITIL dispatchers

Answer

External consumers without portal accounts

Question 4

An administrator is configuring Contextual Search to deflect cases using community content. They notice that internal-only community forums are appearing in search results for external consumers. How should the administrator fix this security exposure?

Accepted Answer

Ensure search sources and community forum user criteria exclude external consumers from internal forums. Contextual Search search sources respect user criteria and access controls, but search source configurations must ensure that restricted tables or forums apply appropriate query constraints.

Answer

Delete all search sources and rely entirely on global text search

Answer

Add a client script to hide search results in the browser DOM

Answer

Disable Contextual Search globally during business hours

Question 5

Which TWO mechanisms can an administrator use to restrict community forum visibility to specific customer accounts or tiers? (Choose two.)

Accepted Answer

User Criteria associated with forums or categories. Community visibility is controlled primarily via User Criteria and Content Targeting rules linked to accounts or entitlements.

Answer

Disabling the Service Portal header widget

Answer

Global UI Actions on the Incident form

Answer

Modifying the system-wide sn_customerservice_case dictionary

Question 6

When configuring community forum settings, an administrator enables 'Expert Recognition'. What does this feature typically accomplish?

Accepted Answer

Displays badges and highlights contributions from users who frequently provide accepted answers. Expert recognition highlights users who have high reputation points or a high volume of accepted answers, displaying badges next to their usernames.

Answer

Sends financial rewards directly to user bank accounts

Answer

Automatically grants system administrator privileges to top posters

Answer

Automatically closes cases assigned to the user

Question 7

When a Case is cancelled, what happens to its currently running attached SLAs by default?

Accepted Answer

They are automatically cancelled by the SLA engine.. When a task is cancelled, active task SLAs are automatically cancelled by the SLA engine.

Answer

They are deleted from the database immediately.

Answer

They remain paused indefinitely.

Answer

They continue running until they reach their breach time.

Question 8

Which THREE components are typically customizable within a CSM portal Community Home page layout using Service Portal Designer or UI Builder? (Choose three.)

Accepted Answer

Recent activity feeds and top contributor leaderboards. Portal page customization allows adjusting widget placement, banners, and layout structures.

Answer

The underlying MySQL database schema and table primary keys

Answer

Core platform Java runtime classes

Question 9

A CSM client wants to ensure that SLAs do not attach to internal maintenance cases. Which THREE mechanisms can an implementation specialist use to exclude these cases? (Choose three.)

Accepted Answer

Configure explicit exclusion criteria in the Start condition of the SLA Definition (e.g., Category != Maintenance).. Exclusions can be handled via start conditions, category filters, or domain separation/account criteria.

Answer

Delete the Task SLA table dictionary entry for maintenance records.

Answer

Disable the SLA engine for the maintenance user profile.

Question 10

An enterprise CSM deployment requires that when an SLA reaches its breach time, a high-priority incident is automatically created via an SLA workflow. Which activity should be added to the SLA workflow to achieve this?

Accepted Answer

Create Task activity configured to target the Incident table. The Create Task activity in Workflow editor allows the automated creation of records like incidents when an SLA breaches.

Answer

Notification activity with incident payload mapping

Answer

SLA Breach Action business rule

Answer

Run Script activity using current.insert() on the Incident table

Question 11

A CSM organization requires an SLA report that displays the percentage of cases resolved within the SLA per agent, grouped by month. Which reporting feature in ServiceNow is best suited to display this aggregated compliance percentage directly?

Accepted Answer

Performance Analytics (PA) Indicator with an SLA breakdown. Performance Analytics allows tracking KPIs such as SLA compliance percentages over time.

Answer

Standard List Report with grouping enabled

Answer

Database View combining Case and Sys_User tables

Answer

Pie chart generated from the Task SLA table

Question 12

A CSM case has multiple SLAs attached: Resolution SLA and Response SLA. The Response SLA has breached, but the Case is subsequently resolved within the Resolution SLA timeframe. How does the base system Task SLA engine update the overall Case priority color or indicator?

Accepted Answer

The Case SLA indicator shows 'Breached' because at least one attached SLA has breached.. The system evaluates active SLAs. If any attached SLA breaches, the task SLA indicator generally reflects the worst state (Breached).

Answer

The system automatically cancels the Response SLA breach when the Resolution SLA is met.

Answer

The Case indicator remains normal because the Resolution SLA was met.

Answer

The SLA engine deletes the Response SLA record to keep reporting clean.

Question 13

An administrator is troubleshooting a scenario where community users with the sn_communities_reader role cannot view content inside a newly created private forum. Which component should the administrator inspect first to resolve this access issue?

Accepted Answer

The User Criteria definitions mapped to the specific private forum record. Private forums in ServiceNow Communities utilize User Criteria to restrict access to specific segments of users, overriding standard public roles.

Answer

The Forum Access Control List (ACL) definitions for the sn_communities_forum table

Answer

The CSM Community Property table for the property glide.community.private.disable

Answer

The Portal Page widget security settings in Service Portal Configuration

Question 14

An implementation specialist is troubleshooting why an SLA is not attaching to a newly created CSM case. Upon checking the SLA Definition, the specialist notices the 'Target' field is set to 'Resolution'. What is the primary function of the Target field in an SLA Definition?

Accepted Answer

It specifies the type of SLA timer (e.g., Resolution, Response) and sets the metric objective type.. The Target field dictates which type of metric or countdown timer is being evaluated (e.g., Response, Resolution).

Answer

It determines which user group receives breach notifications.

Answer

It restricts the SLA to a specific customer tier.

Answer

It defines the specific workflow that executes when the SLA breaches.

Question 15

An implementation specialist needs to ensure that when a Customer Service Case is reopened, any previously breached SLA is ignored and a new SLA instance is generated. Which SLA engine property or setting controls this behavior?

Accepted Answer

Define a custom SLA Reset Rule associated with the SLA Definition. The Retroactive start and Replay features, along with legacy properties like com.snc.sla.retroactive.complex, dictate how task SLAs react to state changes and reopening.

Answer

Configure SLA Workflow Retroactive Pause parameters

Answer

Set the Retroactive start checkbox on the SLA definition and define appropriate reset conditions

Answer

Modify the 'com.snc.sla.engine.version' system property to legacy mode

Question 16

A CSM client requires different SLA durations depending on the SLA Tier associated with the Customer Account. How should the implementation specialist achieve this?

Accepted Answer

Create separate SLA Definitions with appropriate start conditions referencing the Account Tier.. Using dot-walking in the SLA Definition's start/stop conditions or defining separate SLA definitions filtered by account tier.

Answer

Modify the base system SLA Workflow script to query account tiers dynamically.

Answer

Configure a client script to prompt the agent for the duration when the case is opened.

Answer

Write a custom business rule to overwrite the duration field on the task_sla table.

Question 17

An administrator wants to ensure that all CSM cases created for VIP accounts use a specific 4-hour resolution SLA, overriding any other general SLA definitions that might match. How is precedence handled among multiple matching SLA definitions?

Accepted Answer

The SLA Definition with the lowest Order value takes precedence.. SLA definitions can use order fields or specificity to determine precedence when multiple definitions match.

Answer

All matching SLAs attach simultaneously, creating multiple competing timers.

Answer

The system prompts the user to select the correct SLA during case creation.

Answer

ServiceNow processes SLAs alphabetically by name.

Question 18

A company notices that legacy CSM cases are having their attached SLAs retroactively modified when an administrator updates an SLA Definition. How can an administrator prevent retroactive adjustments to already completed or running SLAs?

Accepted Answer

Uncheck the 'Retroactive' checkbox on the SLA Definition record. The Retroactive start and Retroactive fields control whether past records are re-evaluated, but to protect completed/running SLAs, retroactivity settings must be properly understood.

Answer

Delete the SLA Definition before making updates

Answer

Disable the SLA background worker thread

Answer

Lock the Task SLA table using Access Control Lists (ACLs)

Question 19

An administrator needs to modify how SLA stages are displayed on CSM cases. Where are SLA stages primarily defined and managed in ServiceNow?

Accepted Answer

In the SLA Stages [sla_stage] table or choice list on Task SLA stage field. SLA stages are managed via SLA stage configuration records and choice lists on the Task SLA table.

Answer

In the SLA Engine Properties module

Answer

In Service Portal widget configurations

Answer

In the Workflow Editor stage mapping settings

Question 20

A customer service manager needs a report showing the average duration of Resolution SLAs broken down by Account. Which table should be the source of this report?

Accepted Answer

Task SLA [task_sla]. Task SLA [task_sla] stores instances of SLAs attached to tasks, making it the correct table for reporting on SLA durations and compliance.

Answer

SLA Definition [contract_sla]

Answer

Metric Instance [metric_instance]

Answer

Case [sn_customerservice_case]