CIS-CSM Practice Test 2 — 30 Questions

Question 1

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?

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

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 2

A community member notices a spam post in a forum and wants to bring it to the attention of the moderators. What action should the user take on the post?

Accepted Answer

Click the 'Report' or 'Flag as Inappropriate' button on the post. Community users can flag or report content as inappropriate, which places it in a moderation queue for review.

Answer

Delete the post directly using administrative credentials

Answer

Submit a high-priority IT service desk incident

Answer

Close the forum category

Question 3

When configuring a Service Level Agreement (SLA) for CSM cases, an administrator wants the SLA duration to be calculated using only business hours instead of 24x7. Where should the administrator define these business hours?

Accepted Answer

In the SLA Definition record under the Schedule field. Business hours are defined in the Schedule [cmn_schedule] table and then referenced within the SLA Definition record.

Answer

In the Dictionary entry for the Case priority field

Answer

In the System Properties under com.glide.sla.business_hours

Answer

In the Workflow properties of the attached SLA workflow

Question 4

An implementation specialist is setting up a new Customer Service Management community and needs to allow community members to create new forums. Which role must be assigned to these members to enable forum creation if the default configuration is used?

Accepted Answer

sn_communities.forum_creator. In ServiceNow CSM Communities, the sn_communities.forum_creator role is specifically designed to allow users to create forums within community nodes depending on access control configurations.

Answer

sn_communities_admin

Answer

sn_communities_content_author

Answer

sn_communities_moderator

Question 5

An administrator is configuring the peer-to-peer support forums for a new customer service portal in ServiceNow. Where should the administrator define the specific roles required for users to create new forums and manage categories?

Accepted Answer

Community Administration > Forums. Community forum configuration, including user access roles and category management, is managed directly within the Community Administration settings in the CSM portal.

Answer

User Administration > Roles

Answer

Knowledge Management > Administration

Answer

Service Portal > Portals > Community

Question 6

An administrator is troubleshooting a scenario where community discussions are not appearing in Contextual Search results during case creation. Which table must be indexed or included in the Contextual Search table configurations to resolve this issue?

Accepted Answer

sn_communities_content. Contextual Search search sources must explicitly include the community content table (typically sn_communities_answer or related question/blog tables) to enable deflection.

Answer

kb_knowledge

Answer

sn_customerservice_case

Answer

sys_user

Question 7

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 8

An organization notices that community search results are returning outdated and low-quality posts. Which feature should an administrator configure to improve search relevancy for community content?

Accepted Answer

AI Search search profile configurations and search sources. AI Search search profiles, stop words, synonyms, and result improvement rules can be configured to tune search relevancy for community content.

Answer

UI Actions on the Incident table

Answer

Dictionary search flags on the task table

Answer

Email notification templates

Question 9

A customer service agent receives a case from a user who is registered as a consumer in the system (csm_consumer table), but the user now works for a corporate client and needs to be converted to a contact associated with an Account. What is the recommended administrative approach to handle this transition?

Accepted Answer

Change the table reference on the user record from csm_consumer to sys_user and populate the account field.. Transitioning a consumer to a contact involves creating the contact record linked to the account and migrating relevant historical context if necessary, as consumers and contacts reside on different tables.

Answer

Use the 'Convert to Contact' UI action available on the Consumer form.

Answer

Delete the consumer record and create a new contact record from scratch, losing all case history.

Answer

Merge the consumer record into the parent Account record using Data Deduplication.

Question 10

When setting up a new community in ServiceNow CSM, an administrator can configure different types of content formats to encourage user participation. Which TWO content types are supported natively in ServiceNow Communities? (Choose two.)

Accepted Answer

Blogs (allowing authors to publish posts and readers to comment). ServiceNow Communities support multiple content formats, such as questions, blogs, and standard discussion threads.

Answer

Live chat transcript logs

Answer

Direct database SQL query forms

Answer

Automated patch deployment forms

Question 11

When configuring entitlements in ServiceNow CSM, which THREE criteria can be used to restrict or determine when an entitlement applies to an incoming case? (Choose three.)

Accepted Answer

Account. Entitlements can be matched against specific accounts, products, assets, and contacts to control service levels and consumption.

Answer

Geographic Region

Answer

Case Priority

Question 12

Which THREE factors are critical when designing peer-to-peer support communities to ensure effective case deflection? (Choose three.)

Accepted Answer

Organizing forums into logical, easy-to-navigate categories. Effective case deflection relies on discoverable content, clear categorization, and strong search indexing.

Answer

Disabling all authentication requirements so anonymous bots can spam the forums

Answer

Hardcoding all community replies into static knowledge articles manually

Question 13

Which role is typically required to create and modify SLA Definitions in a CSM implementation?

Accepted Answer

sla_admin or admin. SLA configuration requires specialized administrative privileges, typically provided by the SLA Admin role.

Answer

sn_customerservice_manager

Answer

sn_customerservice_agent

Answer

itil

Question 14

An administrator is setting up account and contact management in ServiceNow CSM. Which TWO of the following statements are true regarding the relationship between accounts and contacts? (Choose two.)

Accepted Answer

A single contact can be associated with multiple accounts using contact relationships or multiple contact-account mappings.. Contacts represent individuals working for an account. A contact can be associated with multiple accounts, and accounts can have multiple contacts.

Answer

Deactivating an account automatically deactivates all associated contact records in the system.

Answer

An account must have at least one primary contact designated at all times for case creation.

Answer

Contacts inherit all roles and permissions of their parent account automatically without user record configuration.

Question 15

A customer service agent wants to reference a community thread directly inside a customer case record. Which mechanism links a case to a community thread?

Accepted Answer

The Community Thread related list on the Case form. Many-to-many relationships or reference fields on the case table allow linking community threads or using built-in CSM related lists.

Answer

Attaching a PDF export of the browser screen

Answer

Writing a client script on the sys_user table

Answer

Changing the case category to 'Community'

Question 16

What happens to a community discussion thread when it is locked by a moderator?

Accepted Answer

Users can no longer post new replies to the thread, but existing content remains visible. Locking a thread prevents users from adding further replies or comments to it while keeping the existing content visible.

Answer

The thread is automatically converted into an IT incident

Answer

Only system administrators can view the thread

Answer

The thread is permanently deleted from the database

Question 17

An administrator needs to restrict access to a specific community forum so that only members of a specific Account or Partner organization can view and participate. Where is this security established?

Accepted Answer

User Criteria associated with the specific Community or Forum record. Community access can be controlled using User Criteria or Content Targeting rules linked to user criteria or accounts.

Answer

Dictionary overrides on the community table

Answer

Access Control Lists (ACLs) on the sys_user table

Answer

Client Scripts running on the portal login page

Question 18

An organization is launching its peer-to-peer support community. Where in the ServiceNow platform does an administrator configure the top-level categories and forums hierarchy for the community portal?

Accepted Answer

Community Administration > Forums. Community administration is managed via the CSM application modules, specifically the Communities section where forums, nodes, and categories are structured.

Answer

Service Portal > Pages > Community Portal

Answer

Customer Service > Administration > Properties

Answer

AI Search > Result Sources > Community

Question 19

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. Community analytics track engagement, case deflection success, and active user participation through reporting dashboards.

Answer

Hardware asset depreciation schedules linked to community users

Answer

Network bandwidth utilization of the Service Portal node

Question 20

Which THREE configuration steps are involved when setting up gamification and reputation management in CSM communities? (Choose three.)

Accepted Answer

Defining point values for specific community actions (e.g., creating a post, receiving an upvote). Setting up community gamification involves defining badges, establishing point values for actions, and configuring reputation rules.

Answer

Writing custom business rules to calculate payroll bonuses

Answer

Changing core database engine settings to InnoDB