CIS-CSM Practice Test 3 — 25 Questions

Question 1

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 2

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 3

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 4

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 5

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 6

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 7

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 8

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 9

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 10

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

Question 11

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 12

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 13

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 14

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 15

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 16

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 17

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 18

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 19

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 20

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