CIS-CSM Practice Test 4 — 25 Questions

Question 1

Which TWO of the following are valid ways to create a Case in CSM?

Accepted Answer

Service Portal. Option B (Service Portal) is correct because CSM provides a self-service portal where customers can submit cases directly, which creates a Case record in the Customer Service Management application. Option C (Manual creation in the CSM module) is correct because agents can manually create cases from within the CSM interface, such as via the Case form or the 'Create Case' UI action. Option A (System Logs) is incorrect because system logs are diagnostic records, not a case-creation mechanism. Option D (Incident Management module) is incorrect because incidents are a separate ITSM record type and do not create CSM cases. Option E (Knowledge Base) is incorrect because knowledge articles provide information and do not create cases.

Answer

System Logs

Answer

Incident Management module

Answer

Knowledge Base

Question 2

An implementation specialist is configuring a CSM SLA for a case that requires a response within 2 hours, but only during business hours (Monday-Friday, 9 AM to 5 PM). The SLA should pause outside business hours. The specialist creates a schedule named 'Business Hours' with the correct time periods. Which configuration must be applied to the SLA definition to ensure the SLA only counts time within the schedule?

Accepted Answer

Set the 'Schedule' field on the SLA definition to 'Business Hours' and set the 'Schedule source' to 'SLA definition'.. To ensure the SLA only counts time within business hours, the administrator must set the 'Schedule' field to the 'Business Hours' schedule and set the 'Schedule source' to 'SLA definition'. This tells the SLA engine to use the schedule defined on the SLA definition itself. The 'Schedule source' field is critical; if set incorrectly, the SLA may ignore the schedule or use a different one, leading to inaccurate elapsed time. This configuration ensures the SLA pauses outside the defined business hours, meeting the requirement.

Answer

Set the 'Schedule' field on the SLA definition to 'Business Hours' and set the 'Schedule source' to 'Task SLA'.

Answer

Set the 'Schedule' field on the SLA definition to 'Business Hours' and set the 'Schedule source' to 'Task SLA' if the task has a schedule, otherwise it falls back to the SLA definition.

Answer

Set the 'Schedule' field on the SLA definition to 'Business Hours' and leave the 'Schedule source' field empty, as it defaults to the SLA definition.

Question 3

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 4

A CSM team wants to ensure that when a case's priority changes from Medium to Critical, the existing SLA is recalculated to reflect the shorter critical SLA duration. Which SLA feature supports this requirement?

Accepted Answer

Reset condition. Reset or Cancel and restart conditions, or specialized SLA reset rules.

Answer

Automatic duration stretching

Answer

Dynamic Priority override property

Answer

SLA Workflow Timer extension

Question 5

Which of the following is a capability of 'Major Case Management'?

Accepted Answer

Mass update of related child cases. Major Case Management in CSM provides the ability to mass update related child cases, allowing a major case manager to apply a single update (e.g., a work note or state change) across all linked child cases. This is a core capability for coordinating large incidents that spawn many individual cases. It does not bypass workflows or delete child cases.

Answer

Bypassing the standard case workflow

Answer

Deletion of all child cases on resolution

Answer

Automatic creation of new child cases

Question 6

An organization operates using an account-based service model. Which record serves as the primary organizational container for business customers in ServiceNow CSM?

Accepted Answer

Account [customer_account]. In ServiceNow CSM, the Account [customer_account] table is the primary organizational container for business customers when using the account-based service model. It represents a company or business entity that purchases or receives services, and it is the central record to which contacts, cases, contracts, and entitlements are linked. The customer_account table extends the core_company table, inheriting fields like name, address, and phone, but adds CSM-specific fields and relationships tailored for customer service management.

Answer

Company [core_company]

Answer

Enterprise [sn_customerservice_enterprise]

Answer

Organization [sys_organization]

Question 7

An implementation specialist is configuring community notification settings so users receive alerts regarding discussions they follow. Which TWO actions or components are part of configuring community notifications out-of-the-box? (Choose two.)

Accepted Answer

Modifying the Email Notification records configured for the sn_communities_content table. Community notifications rely on subscription preferences and specific notification definitions tailored for community content events.

Answer

Disabling the global system property glide.email.activity.community

Answer

Writing custom webhooks to an external mail server for every forum insert

Answer

Enabling Connect Chat routing rules for all community subscriptions

Question 8

Which TWO actions can a CSM agent perform when they identify that an existing knowledge article contains outdated information while working on a case? (Choose two.)

Accepted Answer

Flag the article or submit feedback indicating it is outdated. Option D is correct because ServiceNow Knowledge Management lets a CSM agent flag an article or submit article feedback (the 'Flag Article' UI action or feedback widget) to notify knowledge owners that content is outdated, without requiring author rights. Option E is correct because an agent who holds the knowledge author role can check out the article to create a draft version for editing, while agents without author permissions can still submit feedback to request an update. Option A is wrong because publishing a new version requires the proper workflow/review and approval steps; articles cannot be auto-published without review. Option B is wrong because deleting an article is a knowledge-base administrative action, not something done from the Case related list by a CSM agent. Option C is wrong because reassigning knowledge base ownership is an administrative configuration task, not an agent action on an outdated article.

Answer

Automatically publish a new version without review

Answer

Delete the article directly from the Case related list

Answer

Reassign the knowledge base ownership to their own user record

Question 9

A customer service manager notices that community members are posting duplicate questions across multiple forums, causing fragmentation. The manager wants to automatically suggest existing similar discussions when a user starts typing a new question. Which ServiceNow Community feature should be enabled?

Accepted Answer

Similarity search. Similarity search automatically compares new question text with existing community content and suggests similar discussions. This real-time suggestion reduces duplicate posts and fragmentation, directly addressing the manager's requirement.

Answer

Advanced search filters

Answer

Content moderation rules

Answer

Forum subscriptions

Question 10

A community moderator wants to convert a popular, unresolved peer-to-peer community question into a formal customer service case because it requires specialized backend engineering support. How should the moderator achieve this in ServiceNow CSM?

Accepted Answer

Use the 'Create Case' action directly from the community thread moderation menu. Moderators can use the out-of-the-box 'Create Case' UI action or contextual menu option available on community threads to seamlessly spin up a case.

Answer

Export the thread to XML and import it into the Case table

Answer

Change the table name of the record from community content to case via background scripts

Answer

Manually copy and paste the forum text into a new record on the sn_customerservice_case form

Question 11

When using 'Guided Decisions' in CSM, what are they designed to do?

Accepted Answer

Provide agents with a decision tree to handle specific case types. Guided Decisions in CSM provide agents with an interactive decision tree that walks them through a structured series of questions and branches to handle specific case types consistently. The outcome is a recommended path, resolution, or next action based on the agent's answers.

Answer

Automatically resolve cases

Answer

Route cases to the best agent

Answer

Create knowledge articles

Question 12

If a case remains in the 'New' state despite assignment, which configuration area should be inspected first?

Accepted Answer

Business Rules. When a case stays in the 'New' state even after assignment, the most likely culprit is a Business Rule that is either blocking the state transition, resetting the state, or failing silently during the update. Business Rules execute on insert/update/query and can override or abort state changes, so they are the first configuration area to inspect.

Answer

Dictionary settings

Answer

Assignment Rules

Answer

ACLs

Question 13

A CSM knowledge manager wants to report on how many cases were deflected (i.e., resolved without creating a case) due to users viewing knowledge articles on the Customer Service Portal. Which feature enables this metric?

Accepted Answer

Customer Service Deflection Tracking / Search Analytics feedback. Knowledge feedback and search analytics track deflection metrics when users indicate an article resolved their issue without case creation.

Answer

sn_customerservice_deflection table monitoring

Answer

Automatic Case Deflection Business Rule

Answer

Knowledge Base ROI Calculator Plugin

Question 14

A customer service manager wants to ensure that cases created via Email are automatically assigned to the correct specialized team. Which configuration should be used to achieve this?

Accepted Answer

Assignment rules. Assignment Rules in ServiceNow are the native mechanism for automatically routing records — including cases created via email — to the correct assignment group or user based on conditions such as category, priority, or source. They are evaluated on record creation and can target email-sourced cases specifically.

Answer

ACLs

Answer

Service Portal criteria

Answer

Business rules on the Email table

Question 15

A retail company is implementing ServiceNow CSM to support both individual retail shoppers and corporate business clients. Which foundational architectural difference distinguishes the consumer-based service model from the account-based service model?

Accepted Answer

Consumer models use the csm_consumer table instead of the Account and Contact tables, representing individuals directly.. The consumer model uses the Consumer (csm_consumer) table without accounts, whereas the account-based model uses Account (ast_customer / customer_account) and Contact (contact) tables.

Answer

Account-based models cannot track assets, whereas consumer models can.

Answer

Consumer models use standard Incident management tables instead of the Case table.

Answer

Consumer models require every individual to have a parent account for billing purposes.

Question 16

Which THREE conditions must be met for a contact to successfully submit a case via the Customer Service Portal? (Choose three.)

Accepted Answer

The contact must possess appropriate portal user roles (e.g., sn_customerservice.customer).. Option B is correct because a contact needs a portal user role such as sn_customerservice.customer to be authorized to access and submit cases through the Customer Service Portal. Option C is correct because both the contact record and its associated sys_user record must be active; an inactive user or contact cannot authenticate or submit cases. Option D is correct because the contact must be linked to a valid Account, which establishes the customer relationship required for case creation in Customer Service Management. Option A is not required because the itil role is an internal fulfiller role, not a portal user role, and would not by itself grant portal case submission. Option E is not required because asset administrator is an unrelated role for managing assets, not for submitting customer service cases.

Answer

The contact must possess the itil role.

Answer

The contact must be assigned as an asset administrator.

Question 17

Which TWO options describe how entitlements are consumed when cases are created? (Choose two.)

Accepted Answer

Decrementing units based on elapsed time or effort hours spent on the case.. Option C is correct because entitlement consumption can be time- or effort-based: the system decrements the entitled units according to elapsed time or the effort hours logged against the case, which is a standard consumption model for support/service entitlements. Option E is correct because the other common consumption model is per-case: each case creation decrements the entitlement balance by the defined number of units, so the count of cases created directly reduces the remaining entitlement. Options A and B are incorrect because spare-parts stock deduction and agent vacation balances are inventory and HR data, not entitlement consumption mechanisms tied to case creation. Option D is incorrect because automatically charging a linked credit card at case resolution is a billing/payment action, not a way entitlement units are consumed when a case is created.

Answer

Deducting stock from internal spare parts inventory.

Answer

Modifying internal agent vacation balances.

Answer

Automatically charging a linked credit card upon case resolution.

Question 18

A company implements multilingual knowledge bases for global CSM operations. Which THREE behaviors or features are associated with knowledge translation management in ServiceNow? (Choose three.)

Accepted Answer

Each translation has its own workflow state and can be published independently. Option A is correct because in ServiceNow Knowledge Management each translation is a separate knowledge article with its own lifecycle, so it carries its own workflow state (e.g., Draft, Review, Published) and can be published independently of the source article. Option C is correct because translated articles are created as distinct knowledge records that are linked back to the original source article via the translation relationship, rather than overwriting the source content. Option D is correct because ServiceNow serves the appropriate translation by matching the user's portal language preference to the language field of the available translated article. Option B is wrong because translation approval follows the configured knowledge workflow and can be performed by knowledge owners, managers, or other designated approvers, not exclusively the system administrator. Option E is wrong because translating an article does not retire the source article; the original remains active and is simply linked to its translations.

Answer

Translations must be approved by the system administrator only

Answer

Translating an article automatically retires the source article

Question 19

Which THREE features are provided out-of-the-box by the Consumer Service Portal in ServiceNow CSM? (Choose three.)

Accepted Answer

Management of household or family member relationships. The Consumer Service Portal is designed for B2C interactions, offering consumer-specific registration, profile management, and case tracking without requiring an enterprise account structure.

Answer

Bulk asset ordering and enterprise contract renewals

Answer

Ability to manage corporate child accounts and view company asset hierarchies

Question 20

A company has enabled external community integration with CSM. Customers frequently post troubleshooting questions on the community. When a community question is successfully resolved by a peer or agent, what mechanism can be used to convert that community thread into an official knowledge base article?

Accepted Answer

Use the 'Create Knowledge' UI action on the community question record. The 'Create Knowledge' UI action on a community question record lets an agent or moderator convert a resolved community thread into a draft knowledge article, preserving the question and accepted answer content. This is the built-in mechanism for promoting community knowledge into the official knowledge base.

Answer

Run a background script to export community posts to XML

Answer

Set up a scheduled Data Import job for community tables

Answer

Configure an Inbound Email Action on the knowledge base table