CIS-CSM Practice Test 4 — 25 Questions

Question 1

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 2

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 3

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 4

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 5

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]

Question 6

An agent needs to escalate a case that is currently assigned to a group. Which tool provides the interface to track the escalation and define the 'Escalation Reason'?

Accepted Answer

Escalation Record. The Escalation feature in CSM provides a dedicated record to track the status, reason, and level of an escalation.

Answer

Work Notes

Answer

Case Task

Answer

Assignment Workbench

Question 7

An implementation specialist is configuring Knowledge Management integration with ServiceNow Communities. What is the primary purpose of enabling community question-to-article workflows in a CSM environment?

Accepted Answer

To allow community managers to promote verified answers into official knowledge base articles. Promoting validated answers from community discussions builds the knowledge base crowdsourced from expert customer interactions.

Answer

To replace the need for traditional case management workflows entirely

Answer

To automatically synchronize all community forum posts into draft knowledge articles daily

Answer

To grant community users direct write-access to internal knowledge bases

Question 8

A customer service manager wants to ensure that inappropriate language posted by peers in community forums is automatically blocked before becoming visible. Where should the administrator configure the automated profanity filtering for community content?

Accepted Answer

In the Community Moderation Properties and Banned Words configuration tables. Automated profanity screening in ServiceNow Communities is configured via the Community Moderation definitions and properties where banned words lists are evaluated.

Answer

In the User Criteria definition assigned to the Forums table

Answer

In the Forum Access Controls (ACLs) for the sn_communities_content table

Answer

In the Case Deflection Settings module under Community Configuration

Question 9

An implementation specialist is configuring SLA definitions for a CSM portal. Which TWO factors should the specialist consider when deciding whether to use an SLA Workflow versus modern SLA Email Notifications? (Choose two.)

Accepted Answer

Modern SLA Notifications are easier to maintain for simple email alerts at specific percentages without building full workflow graphs.. SLA workflows provide advanced branching and task creation, while modern SLA notifications offer simpler email configurations without complex workflow maintenance.

Answer

SLA Workflows are mandatory for all CSM implementations starting in Vancouver.

Answer

SLA Workflows can only be attached to Incident tables and cannot be used with CSM Cases.

Answer

Modern SLA Notifications execute faster because they bypass the workflow engine entirely.

Question 10

A support organization has noticed that community users are frequently asking questions that are already answered in published Knowledge base articles. To maximize case deflection via community content, what primary feature should the administrator integrate with the community search?

Accepted Answer

AI Search with configured Genius Results and Result Sources spanning both Knowledge and Communities. Intelligent Search configuration allows communities to leverage AI Search to surface both community threads and Knowledge articles, maximizing case deflection.

Answer

Email notifications triggered upon every forum post creation

Answer

Connect Support queues directly to the community homepage widget

Answer

Automated Incident Creation business rules on the sn_communities_content table

Question 11

Which SLA stage indicates that the SLA has successfully met its stop condition before the breach time?

Accepted Answer

Completed. Completed is the stage assigned when an SLA stops successfully.

Answer

Cancelled

Answer

Breached

Answer

Achieved

Question 12

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 13

An organization wants to trigger a notification to the CSM manager immediately when a Case SLA reaches 75% of its allotted time without being met. Which feature of the SLA engine should be utilized?

Accepted Answer

SLA Percentage Timers or SLA stages configuration. SLA percentages and thresholds are managed via SLA Percentage Timer or SLA workflow milestones, specifically configured using SLA plugin features like SLA Workflows or breach thresholds.

Answer

SLA Properties set in Service Level Management properties

Answer

SLA Workflow with a Workflow Timer set to 75%

Answer

Data Policy enforcing notification fields at 75%

Question 14

A CSM manager reports that SLA breach reports are inaccurate because cancelled cases are still showing as 'Breached' in historical reporting. How can an administrator correct this for existing records and prevent it moving forward?

Accepted Answer

Ensure the task state change to Cancelled triggers the Task SLA cancellation logic, and update past records via batch script.. SLA engine configuration or retroactive cleanup, but ensuring task cancellation correctly cancels active SLAs resolves future cases.

Answer

Manually update every past task_sla record using a background script.

Answer

Delete all breached records from the task_sla table.

Question 15

An administrator is configuring a complex SLA workflow for high-severity CSM cases. The workflow needs to send a notification when 75% of the SLA duration has elapsed. Which activity should be used in the SLA workflow to achieve this?

Accepted Answer

SLA Percentage Timer activity. In SLA workflows, the SLA Percentage Timer activity is designed specifically to pause workflow execution until a designated percentage (e.g., 75%) of the SLA time has elapsed.

Answer

SLA Breach Notification workflow action

Answer

Wait for condition activity evaluating task_sla.percentage

Answer

Standard Timer activity set to dynamic calculation

Question 16

An implementation specialist is configuring Case Creation channels and needs to allow end-users to create cases via inbound emails. Which table must be monitored by the Inbound Email Actions to generate sn_customerservice_case records?

Accepted Answer

sys_email. Inbound email actions process incoming emails and can create or update records on any table, but for CSM, they typically target the Case table (sn_customerservice_case).

Answer

cmn_communication_channel

Answer

sys_email_mailbox

Answer

sn_customerservice_case

Question 17

When setting up Service Level Agreements for CSM, which type of SLA measures the time taken to assign a case to an agent or group?

Accepted Answer

Response SLA. Response SLAs track the time from creation to first response or assignment, whereas Resolution SLAs track total time to close.

Answer

Customer SLA

Answer

Resolution SLA

Answer

Operational SLA

Question 18

An administrator is troubleshooting why an SLA timer is incorrectly continuing to run while a CSM Case is in a paused state. Which THREE common configuration issues should the administrator investigate? (Choose three.)

Accepted Answer

The Case state value being used in practice does not match the backend choice value specified in the pause condition.. Investigate pause condition syntax, active pause states, and conflicting definitions.

Answer

The system property com.glide.sla.pause_enabled is set to false.

Answer

The Task SLA table has read-only ACLs preventing the state update.

Question 19

An agent is viewing a case and wants to create a new knowledge article capturing the troubleshooting steps taken. Which UI action facilitates this directly from the case form?

Accepted Answer

Create Knowledge. The 'Create Knowledge' UI action on the case form transfers case details into a new draft knowledge article.

Answer

Convert to Article

Answer

Publish to Knowledge Base

Answer

Send Knowledge Article

Question 20

When designing SLA escalation workflows for CSM, which TWO methods can be utilized to notify stakeholders before an SLA breaches? (Choose two.)

Accepted Answer

Configuring Workflow Notification activities triggered by SLA stage transitions. Stakeholders can be notified via SLA workflow timers tied to percentage thresholds or via built-in SLA workflow notification activities.

Answer

Modifying the SLA Definition Stop condition to fire email events

Answer

Writing a Client Script on the Case form to send emails on timer expiration

Answer

Setting the SLA Definition Schedule source to Email Notification