CIS-CSM Practice Test 5 — 25 Questions

Question 1

A CSM knowledge manager wants to automatically suggest relevant knowledge articles to customers as they type a short description in the Customer Service Portal. Which ServiceNow feature should be enabled to provide this real-time article recommendation?

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

Accepted Answer

Contextual Search. Contextual Search is the correct feature because it actively monitors the short description field and retrieves relevant knowledge articles in real time, presenting them to the user. This proactive suggestion helps deflect cases and improves the customer self-service experience.

Answer

Article Templates

Answer

Knowledge Bases

Answer

Knowledge Article Feedback

Question 2

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

Answer

Direct database schema modification tools

Answer

Automated payroll calculation for agents

Question 3

Which field on the SLA Definition form determines whether the SLA calculates elapsed time starting from the exact moment the Case was created, even if the SLA definition was created after the case?

Accepted Answer

Retroactive. The Retroactive field on the SLA Definition form determines whether the SLA starts calculating from the exact moment the task was created, even if the SLA definition was created later. When set to true, the SLA will retroactively apply to tasks that were created before the SLA definition existed. This ensures that elapsed time is calculated from the task's creation time.

Answer

Relative Duration

Answer

Auto-start

Answer

Retroactive pause

Question 4

A company wants to allow customers to create cases via email. Where is the mapping between the incoming email headers and the case fields configured?

Accepted Answer

Inbound Email Actions. Inbound Email Actions in ServiceNow CSM are the mechanism that processes incoming emails and maps email header/body content to case fields. They define the conditions under which an email creates or updates a case and specify the field mappings (e.g., subject to short description, sender to caller). This is the correct location for configuring how email headers translate into case field values.

Answer

Email Filters

Answer

Email Client Template

Answer

Case Creation Map

Question 5

What is the primary purpose of implementing peer-to-peer support forums within the ServiceNow CSM application?

Accepted Answer

To enable deflection by allowing customers to find answers from other users. Peer-to-peer forums deflect inbound support cases by allowing customers to help each other solve common issues.

Answer

To host secure, encrypted messaging between enterprise clients and executives

Answer

To track employee performance metrics and KPIs

Answer

To replace internal IT ticketing systems

Question 6

Which TWO statements are true regarding how the SLA engine handles Case re-opening scenarios? (Choose two.)

Accepted Answer

If start conditions are met upon re-opening a Case, a new Task SLA instance can be automatically generated.. Option A is correct because the SLA engine evaluates start conditions whenever a Case is re-opened; if those conditions are satisfied, it creates a new Task SLA instance rather than reusing an old one. Option C is correct because completed task_sla records are retained in the system, preserving SLA history for audit and reporting instead of being removed. Option B is wrong because re-opening a Case never deletes prior task_sla records. Option D is wrong because the engine does not resume an old SLA from its previous pause point; it generates a new instance when start conditions are met. Option E is wrong because a prior breach does not block a Case from being re-opened.

Answer

Re-opening a case automatically deletes all previous task_sla records to maintain a clean slate.

Answer

Active SLAs are automatically resumed from their exact previous pause point without generating new instances.

Answer

The system prevents cases from being re-opened if an SLA has breached.

Question 7

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 8

If an agent wants to view all cases associated with a specific account, where is the best place to find this information?

Accepted Answer

Account related lists. The Account record in ServiceNow CSM includes related lists that surface all associated records, including Cases, so an agent can open the Account and view the Cases related list to see every case tied to that account. This is the standard, most efficient way to review account-level case history. It leverages the existing relationship between the Account and Case tables.

Answer

Service level agreements

Answer

Knowledge base

Answer

System logs

Question 9

Which TWO features assist users in discovering relevant community discussions without needing to browse every forum? (Choose two.)

Accepted Answer

Tagging content with keywords and following tags. Option B is correct because tagging content with keywords and letting users follow those tags surfaces relevant discussions automatically in their feeds, so they don't have to browse each forum manually. Option E is correct because Global Search or AI Search placed in the portal header lets users query the entire community and get ranked, relevant thread results directly from any page. The remaining options do not help discovery: hardcoded announcement banners (A) broadcast fixed messages and cannot be dismissed or personalized, manual XML exports (C) require downloading and parsing the whole database, and emailing support for thread lists (D) is a slow manual workaround rather than an in-portal discovery feature.

Answer

Hardcoded announcement banners that cannot be closed

Answer

Manual XML data exports of the entire database

Answer

Forcing users to email support to ask for thread lists

Question 10

Which THREE of the following are valid ways to assign a case?

Accepted Answer

Advanced Work Assignment (AWA). Advanced Work Assignment (AWA) is correct because it automatically routes cases to agents or queues based on service channel capacity, availability, and assignment criteria, making it a valid assignment mechanism. Assignment rules are correct because they let you define conditions (such as priority or category) that automatically assign a case to a specific user or group when the rule matches. Manual selection by an agent is correct because an agent can open an unassigned case and use the Assign button or assignment field to take ownership or route it to another user or queue. Knowledge base workflow is not correct because knowledge workflows manage article creation, approval, and publishing, not case ownership. System backup jobs are not correct because they are scheduled administrative tasks for data backup and have nothing to do with assigning cases.

Answer

Knowledge base workflow

Answer

System backup jobs

Question 11

An implementation specialist is configuring knowledge management for a CSM portal. Which TWO methods can be used to restrict access to a knowledge base so that only specific customer accounts can view its content? (Choose two.)

Accepted Answer

Using User Criteria with script support to evaluate account or entitlement matches. Option B is correct because User Criteria in ServiceNow Knowledge Management can include advanced scripts that evaluate the logged-in user's account, company, or entitlement data, allowing access to be granted only when a match is found. Option C is correct because User Criteria can be attached directly to a Knowledge Base record via the Can Read related list, which restricts visibility of all articles in that knowledge base to users who satisfy the criteria. Option A is not appropriate because roles are not assigned on the kb_knowledge form to control article visibility, and role-based access is not the mechanism for per-account knowledge restriction. Option D is incorrect because ACLs on kb_knowledge are not configured per customer account for this purpose and would not scale as the supported method. Option E is incorrect because Contextual Search Security Rules govern search result filtering, not direct knowledge base access control.

Answer

Assigning roles directly to customer contacts on the kb_knowledge form

Answer

Modifying Access Control Lists (ACLs) on the kb_knowledge table for each account

Answer

Configuring Contextual Search Security Rules

Question 12

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 13

Which TWO components are typically included in a CSM Case Playbook configuration? (Choose two.)

Accepted Answer

Stages representing high-level milestones. Option C is correct because a CSM Case Playbook is built around stages that represent high-level milestones in the case lifecycle, giving agents a structured progression from intake through resolution. Option D is correct because playbook activities are the concrete, guided steps that walk agents through collecting the specific data required at each stage, ensuring consistency and completeness. Options A, B, and E are incorrect because they describe unrelated automation or physical/logistics tasks—stock trading execution, warehouse shipping labels, and hardware firmware flashing—none of which are typical CSM Case Playbook configuration components.

Answer

Automatic agent stock trading execution

Answer

Physical warehouse shipping labels

Answer

Direct hardware firmware flashing scripts

Question 14

Which TWO of the following are key components of the CSM case lifecycle?

Accepted Answer

Case creation. Case creation (A) is a key component of the CSM case lifecycle because every case must first be instantiated with its record data, caller information, and initial categorization before any work can proceed. Case resolution (B) is equally essential, as it represents the point where the issue is confirmed fixed, the resolution notes are documented, and the case is moved to a closed state. Together, creation and resolution bracket the core lifecycle stages such as assignment, investigation, and update. Database indexing (C) is a performance optimization for data retrieval, not a lifecycle stage. System archiving (D) is a storage-management activity applied after cases are closed, not a defining lifecycle component. Hard-coding variables (E) is a poor development practice and has no role in the case lifecycle.

Answer

Database indexing

Answer

System archiving

Answer

Hard-coding variables

Question 15

An implementation specialist is setting up feedback management for CSM knowledge articles. Where do user comments and ratings submitted via the Customer Service Portal get stored?

Accepted Answer

kb_feedback table. The kb_feedback table is the dedicated ServiceNow table that stores all user-submitted comments and ratings for knowledge articles, whether they originate from the Customer Service Portal, the Knowledge Portal, or the standard Service Portal. Each record in kb_feedback references the parent article via the article field and captures the rating value, comments, and the user who submitted the feedback. This design keeps feedback data separate from the article content itself, allowing reporting and moderation without touching the kb_knowledge record.

Answer

sn_customerservice_case_feedback table

Answer

kb_knowledge table directly in the comments field

Answer

sys_journal_field table

Question 16

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 17

Which TWO actions can be performed from a Case record to initiate cross-functional collaboration in Customer Service Management? (Choose two.)

Accepted Answer

Create Major Case Candidate. Option C, Create Major Case Candidate, is correct because from a Case record an agent can flag the case as a major case candidate, which triggers the major case management process and engages cross-functional teams (such as incident, problem, and change management) to collaborate on high-impact issues. Option D, Create Problem, is correct because a case can be promoted to a Problem record, which is the ITIL-based mechanism for root-cause analysis and cross-functional collaboration across teams to prevent recurrence. Options A, B, and E are incorrect because overriding ACLs, purging closed cases, and modifying SLA Definition schedules are administrative or platform-level tasks, not actions that initiate cross-functional collaboration from a Case record.

Answer

Override Access Control Lists (ACLs)

Answer

Purge Closed Cases

Answer

Modify the SLA Definition schedule

Question 18

When a contact submits a case through the Customer Service Portal, how is the Account field on the case automatically populated?

Accepted Answer

It is automatically populated based on the contact's associated account. The system auto-populates the account based on the logged-in contact's primary account association.

Answer

It defaults to the parent account of the entire instance

Answer

It is left blank for agent review

Answer

It requires manual entry by the contact

Question 19

Which TWO scenarios represent valid use cases for the Customer Relationship [customer_relationship] table rather than the standard Account Parent field? (Choose two.)

Accepted Answer

Establishing peer relationships or joint ventures where neither account is a strict subsidiary of the other.. The customer_relationship table handles peer relationships, partnerships, and complex non-hierarchical ties.

Answer

Assigning individual contacts to accounts.

Answer

Creating a simple corporate headquarters to regional subsidiary tree structure.

Answer

Linking consumers to business accounts.

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]