CIS-CSM Practice Test 4 — 10 Questions

Question 1

What is the primary function of the 'Case Audit' history?

Accepted Answer

To provide a read-only log of changes made to the case record. The Case Audit history is a read-only, system-generated log of field-level changes made to the case record — who changed what field, when, and from what value to what value. It is the authoritative audit trail for compliance and troubleshooting, and agents cannot edit it.

Answer

To allow agents to edit past notes

Answer

To record email delivery status

Answer

To track SLA time

Question 2

An agent is looking at an article on the CSM workspace and notices it is flagged as 'Outdated' by a customer. Where can the agent see this flag?

Accepted Answer

On the article form's feedback related list or feedback task. When a customer flags an article as 'Outdated' via the CSM portal feedback mechanism, ServiceNow creates a feedback record (kb_feedback) and optionally a feedback task. The agent can view this flag on the article form's 'Feedback' related list or in the associated feedback task, which shows the customer's comment and rating. This is where the 'Outdated' flag is surfaced for knowledge managers to act on.

Answer

Only in the system error logs

Answer

In the User Profile record of the customer

Answer

In the case work notes automatically

Question 3

A customer service manager wants to ensure that contacts belonging to a specific tier-one account receive priority handling whenever they log into the Customer Service Portal. Where is the account tier usually recorded?

Accepted Answer

Account Tier field on the Account record. The Account Tier field on the Account record is the standard location where the tier level (e.g., Gold, Silver, Bronze) is stored in CRM systems like Salesforce. This field drives entitlement, support priority, and routing rules, so contacts linked to a tier-one account inherit that priority when they log into the Customer Service Portal.

Answer

Customer Priority Matrix

Answer

Service Level Agreement Priority

Answer

Contact Classification table

Question 4

A user in the community forum provides the best answer to another user's question. Who has the authority to mark this reply as the 'Accepted Answer'?

Accepted Answer

The author of the question and designated community moderators. The author of the original question and users with community moderator roles can mark a reply as the accepted answer.

Answer

Only system administrators

Answer

Any authenticated portal user who views the thread

Answer

Only assigned customer service agents

Question 5

Which TWO of the following steps are required when configuring automated article suggestions for agents working in CSM Agent Workspace? (Choose two.)

Accepted Answer

Associate the Search Context with the Workspace Search Config or Table Configuration. Option B is correct because the Search Context record must be associated with the Workspace Search Config (or the relevant Table Configuration) so that the Agent Workspace knows which search context to invoke when generating article suggestions. Option E is correct because the Search Context itself must be configured with the appropriate Knowledge Base search sources, otherwise the context has nothing to query and no suggestions will be returned. Together, B and E form the required pairing: a properly sourced Search Context that is then linked to the workspace search configuration. Option A is wrong because legacy CMS site parameters are unrelated to Agent Workspace article suggestions. Option C is wrong because suggestions are delivered through the standard Search Context/Search Config framework, not a custom kb_knowledge business rule using WebSockets. Option D is wrong because modifying the global 'kb_suggestion_widget' UI macro is not a required configuration step and is not the supported mechanism for enabling suggestions.

Answer

Enable legacy CMS site parameters in System Properties

Answer

Write a custom business rule on kb_knowledge to push suggestions via WebSockets

Answer

Modify the global UI macro named 'kb_suggestion_widget'

Question 6

An implementation specialist is designing a reporting strategy for CSM Service Level Agreements. Which THREE metrics or tables are critical for comprehensive SLA reporting? (Choose three.)

Accepted Answer

Task SLA [task_sla] table for tracking runtime durations, breach counts, and compliance percentages.. Option C, the Task SLA [task_sla] table, is correct because it is the transactional record that stores each task's SLA instance, including fields like business duration, elapsed time, breach time, and has_breached, which are the foundation for runtime duration, breach count, and compliance percentage reporting. Option D, the Contract SLA [contract_sla] table, is correct because it holds the SLA definition configuration—such as target thresholds, schedule, and start/stop/pause conditions—which is needed to report on the SLA terms and targets themselves. Option E, Performance Analytics indicators targeting SLA breach counts and resolution rates, is correct because PA indicators and breakdowns aggregate task_sla data into trended KPIs, enabling comprehensive SLA performance reporting beyond raw table queries. Option A is not correct because the SLA Workflow [sla_workflow] table relates to Workflow/Flow execution on the SLA engine, not to the SLA runtime durations or compliance metrics required for SLA reporting. Option B is not correct because the Sys Audit [sys_audit] table records field-level change history for auditing, not the elapsed seconds on active SLA timers, which are stored on task_sla.

Answer

SLA Workflow [sla_workflow] table for analyzing workflow canvas execution durations.

Answer

Sys Audit [sys_audit] table for tracking every second elapsed on active SLA timers.

Question 7

Which ServiceNow module allows customer service managers to view and manage the hierarchical structure of parent and child accounts?

Accepted Answer

Account Hierarchy. The Account Hierarchy module in ServiceNow CSM provides a visual, tree-based interface for viewing and managing parent-child relationships between accounts. Customer service managers use it to navigate the organizational structure of business accounts and their subsidiaries. It is the dedicated UI for hierarchical account management in the CSM application.

Answer

Customer Tree

Answer

Organization Map

Answer

Account Relationships Manager

Question 8

A customer service supervisor wants to run a report showing all active entitlements for a specific account that are nearing their expiration date. Which table should the report be built on?

Accepted Answer

Entitlement [ast_entitlement]. The Entitlement [ast_entitlement] table is the correct choice because it is the ServiceNow table that stores entitlement records, including the entitlement's start and end dates and its associated account. To report on active entitlements nearing expiration for a specific account, you must query this table and filter on the account reference field and the end date. The other tables do not hold entitlement expiration data directly.

Answer

Service Contract [ast_contract]

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Account [customer_account]

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Case [sn_customerservice_case]

Question 9

Which role is typically required for a user to moderate community posts, approve pending content, and manage reported items?

Accepted Answer

sn_communities_moderator. The sn_communities_moderator role is specifically designed to grant users the ability to moderate community posts, approve pending content, and manage reported items within the ServiceNow Communities application. This role includes the necessary permissions to perform content moderation tasks such as reviewing flagged posts, approving or rejecting submissions, and handling user reports. Other roles like knowledge_admin, sn_csm_admin, and itil do not inherently include these community moderation privileges.

Answer

knowledge_admin

Answer

sn_csm_admin

Answer

itil

Question 10

What is the primary purpose of a Service Contract in ServiceNow CSM?

Accepted Answer

To group and manage entitlements and coverage terms for an account. A Service Contract in ServiceNow CSM is used to group and manage entitlements and coverage terms for an account. It defines the level of support, SLAs, and other contractual obligations that a customer is entitled to. This record is essential for determining which entitlements apply to a case or interaction, ensuring that service is delivered according to the agreed terms.

Answer

To store customer portal login credentials

Answer

To manage internal employee vacation schedules

Answer

To track software license compliance for internal hardware