CIS-CSM Practice Test 5 — 25 Questions

Question 1

An implementation specialist needs to configure an SLA definition in CSM that applies specifically to Case records where the Priority is Critical and the Account is VIP. Which table should the specialist select as the base table for this SLA definition?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Task [task]. The Task SLA definition uses the Task table or its extended tables. Since Case extends Task, the Task table is the correct base table, and conditions are used to filter by Priority and Account.

Answer

Case [sn_customerservice_case]

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SLA Definition [contract_sla]

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Customer Account [customer_account]

Question 2

An administrator is configuring a Service Level Agreement and wants the duration to be dynamically set based on a field value (e.g., case impact) rather than a fixed duration. How should this be configured?

Accepted Answer

Set the Duration type to 'User specified' and select a duration field from the Task table.. Duration type on SLA Definitions can be set to 'User specified' or derived from a duration field on the task table.

Answer

Use a Workflow timer activity with a dynamic script.

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Create a client script that calculates the milliseconds and injects them into the SLA engine.

Answer

Write an After Insert business rule that modifies the duration field on the contract_sla table.

Question 3

Which TWO features are provided by the Major Case Management plugin? (Choose two.)

Accepted Answer

Major Case Workbench. Major Case Management provides dedicated workbenches, communication plans, and candidate case matching.

Answer

Automatic hardware inventory auditing

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Direct database schema modification tools

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Automated payroll calculation for agents

Question 4

An administrator needs to configure a Service Level Agreement (SLA) that applies specifically to High priority Case records when opened for VIP accounts. Where should this condition be defined?

Accepted Answer

In the SLA Definition Start condition field. The SLA definition table (sla) uses the 'Start condition' field to determine when the SLA lifecycle begins, allowing administrators to filter by Priority and Account tier.

Answer

In the System Properties table under SLA configuration

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In the Contract Service Commitment related list

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In the SLA Workflow Timer activity parameters

Question 5

During a CSM implementation, an engineer writes a custom script to manually insert a Task SLA record. What core engine feature might be bypassed or corrupted if Task SLAs are created manually instead of letting the SLA engine handle them?

Accepted Answer

Automatic schedule calculation, stage progression, and workflow attachment managed by the SLA engine.. The SLA engine automatically evaluates definitions, conditions, and schedules. Manual creation bypasses schedule calculations and workflow attachments.

Answer

The system will throw a severe security exception due to table-level ACL restrictions.

Answer

Dictionary overrides on the task_sla table will fail to load.

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The scheduled job processor will immediately delete the manually inserted record.

Question 6

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

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Dynamic Priority override property

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SLA Workflow Timer extension

Question 7

A CSM customer wants SLAs to apply only when a Case is created via the Customer Support Portal, and not when created via Email or Phone. How should the administrator configure the SLA Definition to support this?

Accepted Answer

Configure the SLA Definition start condition to filter where Contact type is 'Self-Service' or 'Portal'.. Using the Case 'Contact type' or 'Source' field in the Start condition of the SLA Definition.

Answer

Modify the Service Portal widget script to attach the SLA manually.

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Use Data Policies to block SLAs on non-portal channels.

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Create an inbound email action to delete SLAs for email cases.

Question 8

An administrator needs to configure case creation so that cases submitted from the Consumer Portal automatically assign to a specific dedicated support queue. Where should this routing configuration be established?

Accepted Answer

AWA Queue Conditions. Advanced Work Assignment (AWA) service channels and queue conditions route incoming work items from portals to the correct queues.

Answer

Case Service Level Agreements

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Assignment Data Policies

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Portal Widget Properties

Question 9

A CSM customer requires their SLAs to respect the specific operating hours of different regional support centers. Where is this time zone and schedule association configured?

Accepted Answer

On the SLA Definition record. SLA schedules and time zones are defined directly on the SLA Definition record using the Schedule source and Schedule fields.

Answer

In the User profile of the assigned Customer Service Agent

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On the Account record under Regional Settings

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Via System Schedule Properties globally

Question 10

A customer service organization wants to ensure that knowledge articles older than 12 months are automatically flagged for review. Where is article lifecycle expiration configured in ServiceNow Knowledge Management?

Accepted Answer

Knowledge Management > Administration > Properties. Properties on the knowledge base or global knowledge properties define expiration thresholds.

Answer

Lifecycle Management > Workflow Rules

Answer

Service Level Agreements (SLAs) on kb_knowledge table

Answer

Scheduled Jobs > Knowledge Expiration Engine

Question 11

A CSM administrator wants to track which knowledge articles are viewed most frequently by external customers on the Customer Service Portal. Which module provides this analytics report out of the box?

Accepted Answer

Knowledge > Overview or Knowledge Analytics dashboard. Knowledge Management reporting includes pre-built dashboards and modules for views and usage.

Answer

System Analytics > Knowledge Reporting

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Customer Service > Reports > Knowledge Views

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Knowledge > Administration > Article Usage

Question 12

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

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Automatic Case Deflection Business Rule

Answer

Knowledge Base ROI Calculator Plugin

Question 13

An administrator is setting up Advanced Work Assignment (AWA) for CSM cases. Which THREE components must be configured to ensure cases are successfully routed to available agents using AWA? (Choose three.)

Accepted Answer

Matching Rules to evaluate agent skills and criteria. AWA configuration requires service channels, queue definitions, and assignment rules or criteria to route work items effectively to qualified agents.

Answer

Major Case Task Definitions

Answer

Dictionary Overrides for the Assigned To field

Question 14

Which THREE of the following are benefits of the Case-to-Problem linkage?

Accepted Answer

Faster resolution of systemic issues. Linking improves reporting, bulk communication, and resolution consistency.

Answer

Increased storage capacity

Answer

Automatic deletion of all cases

Question 15

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. ServiceNow CSM includes functionality to convert resolved community threads or questions into knowledge articles to capture tribal knowledge and make it officially searchable.

Answer

Run a background script to export community posts to XML

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Set up a scheduled Data Import job for community tables

Answer

Configure an Inbound Email Action on the knowledge base table

Question 16

An implementation specialist is configuring feedback task routing for a CSM knowledge base. Which THREE factors determine who receives a knowledge feedback task when negative feedback is submitted? (Choose three.)

Accepted Answer

The author of the specific knowledge article. Feedback tasks route based on knowledge base ownership, manager configuration, or assignment rules.

Answer

The primary customer contact associated with the portal session

Answer

The ServiceNow system administrator user record exclusively

Question 17

An agent is working on a complex case and realizes that multiple other customers are reporting the exact same service outage. The agent needs to elevate this incident to a major case. Which role is required to create and manage Major Cases?

Accepted Answer

sn_major_case_mgmt.manager. The major_case_manager role or sn_major_case_mgmt.manager is required to create and manage major cases in Customer Service Management.

Answer

sn_customerservice_agent

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sn_customerservice_manager

Answer

itil

Question 18

An agent needs to create a follow-up case that is related to an existing parent case, where the child case inherits specific account and product details. What is the standard UI action available on the Case form to accomplish this?

Accepted Answer

Create Child Case. The 'Create Child Case' related link or UI action allows agents to spawn child cases directly linked to a parent case.

Answer

Convert to Major Case

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Create Problem

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Escalate Case

Question 19

An agent is reviewing a case and wants to see all historical cases submitted by the same account. Where can the agent view this relationship natively on the Case form?

Accepted Answer

Related Lists (Cases related to Account). Related lists at the bottom of the Case form display related records such as Account cases, child cases, and assets.

Answer

Major Case Workbench

Answer

Case Playbook Canvas

Answer

Customer Service SLA Timeline

Question 20

An organization utilizes CSM Case Categories and Subcategories. Which TWO statements are true regarding how category hierarchies affect case management configuration? (Choose two.)

Accepted Answer

Categories can be utilized within SLA definitions to apply specific service levels based on the issue type.. Categories can drive assignment rules and SLA definitions in CSM to automate routing and service level tracking based on the nature of the issue.

Answer

Categories are hardcoded system lists that cannot be modified by administrators.

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Categories automatically generate Problem records upon case creation.

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Categories replace the need for Matching Rules entirely.