CIS-CSM Practice Test 3 — 10 Questions

Question 1

Which THREE actions are available when viewing a Case in the 'Major Case' context?

Accepted Answer

Remove child cases. In the 'Major Case' context, the available actions include B. Remove child cases, which lets you detach linked child cases from the major case without deleting them; C. Add child cases, which lets you associate existing or new child cases to the major case for consolidated tracking; and D. Send broadcast communication, which lets you distribute updates to stakeholders involved in the major case. These three actions support the core purpose of a major case: managing a group of related cases and keeping responders informed. A. Reset the system is not a case-level action but a platform administration function, and E. Delete the major case record is not offered as a standard action in this context because major cases are typically closed or archived rather than deleted.

Answer

Reset the system

Answer

Delete the major case record

Question 2

When configuring Major Case Management, what is the impact of promoting a child case to a major case?

Accepted Answer

The case is removed from its current major case hierarchy. Promoting a child case to a major case in ServiceNow CSM removes it from its current major case hierarchy. This is because a case cannot simultaneously be a child of one major case and itself be a major case. The promotion process detaches it from the parent, allowing it to become a top-level major case.

Answer

All other child cases are closed

Answer

The case status changes to Resolved

Answer

The case is deleted

Question 3

When utilizing Major Case Management, what happens to the child cases when a state change occurs on the primary Major Case?

Accepted Answer

Child cases are updated based on the 'Major Case Management' configuration properties.. In ServiceNow Major Case Management, when a state change occurs on the primary Major Case, the system propagates that change to all associated child cases according to the rules defined in the 'Major Case Management' configuration properties. These properties specify which fields (such as state) are synchronized and under what conditions, ensuring consistent lifecycle management across the case hierarchy. This automated behavior eliminates the need for manual updates and prevents child cases from becoming out of sync with the primary case.

Answer

Child cases remain unchanged until the agent manually updates them.

Answer

Child cases are automatically closed.

Answer

Child cases are detached from the Major Case.

Question 4

A CSM organization requires that all newly created articles in the 'Customer Support' knowledge base must be approved by a Knowledge Manager before publication. Where is this approval workflow configured?

Accepted Answer

On the Knowledge Base form using the 'Workflow' or 'Article Workflow' field. The approval workflow for knowledge articles is configured on the Knowledge Base form via the 'Workflow' or 'Article Workflow' field, which associates a workflow (such as the standard Knowledge - Approval workflow) with the knowledge base. This workflow governs the article lifecycle, including the approval step before publication. Setting it at the KB level ensures all new articles in that base follow the approval process.

Answer

Inside the Contextual Search application rules

Answer

In the Knowledge Management Service Portal properties

Answer

Via System Policy > Approvals

Question 5

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 6

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 7

A customer service director wants to evaluate the effectiveness of the peer-to-peer community in deflecting incoming cases and engaging users. Which THREE metrics or reports are typically reviewed for community performance in CSM? (Choose three.)

Accepted Answer

Average response time and resolution rate for unanswered questions. Option B is correct because community performance in CSM is measured by responsiveness and resolution quality — tracking average response time and the resolution rate for unanswered questions shows whether community members are actually resolving peer questions. Option D is correct because case deflection via community search is a core CSM community KPI: it quantifies how many incoming cases were avoided because users found answers in community articles or threads. Option E is correct because active community users and engagement trends over time indicate whether the peer-to-peer community is growing and sustaining participation, which directly affects deflection and self-service success. Options A and C are incorrect: hardware asset depreciation schedules are an asset management concern unrelated to community deflection, and network bandwidth utilization of the Service Portal node is an infrastructure capacity metric, not a measure of community effectiveness or user engagement.

Answer

Hardware asset depreciation schedules linked to community users

Answer

Network bandwidth utilization of the Service Portal node

Question 8

An administrator needs to customize the layout of the Community Home page in the CSM portal. Which tool should the administrator use to modify page widgets and layout?

Accepted Answer

UI Builder or Service Portal Designer. The Community Home page in the CSM portal is rendered through the Service Portal framework, so its widgets and layout are edited using UI Builder (for Next Experience pages) or the Service Portal Designer (for classic portal pages). These tools expose the container, row, column, and widget structure that makes up the page, allowing drag-and-drop customization. Workflow Editor, Form Design, and Menu Designer operate on different artifacts and cannot modify portal page layout.

Answer

Workflow Editor

Answer

Form Design

Answer

Menu Designer

Question 9

A company requires that when a case is created with a specific product, a related problem record must be automatically created and linked to the case. Where should the administrator configure this automation?

Accepted Answer

Customer Service Flow Designer. Customer Service Flow Designer is the declarative, low-code automation tool in ServiceNow CSM designed to orchestrate multi-step processes such as creating and linking related records. A flow triggered on Case creation can evaluate the product condition and automatically create a Problem record and establish the relationship. This is the recommended approach over custom scripting for maintainability and upgrade safety.

Answer

Business Rules on the Case table

Answer

Client Scripts on Case Form

Answer

Case Action Assignment Rules

Question 10

A CSM organization requires that certain knowledge articles are only accessible to corporate customers who have purchased a 'Premium Support' contract. Which mechanism should be used to enforce this?

Accepted Answer

User Criteria configured with Company or Script-based criteria. User Criteria are the native ServiceNow mechanism for controlling knowledge article visibility at the user/group level, and they support both Company-based criteria and Script-based criteria. A script-based User Criteria can query the customer's active contract (e.g., checking the contract type equals 'Premium Support') and grant or deny access accordingly. This is the intended, supported way to enforce entitlement-driven article visibility without custom ACLs.

Answer

Custom ACL scripts checking the customer's active contract type

Answer

Case Entitlement related lists on the article form

Answer

Service Portal Taxonomy rules