CIS-CSM Practice Test 6 — 10 Questions

Question 1

Which TWO of the following components are mandatory when creating a new SLA Definition in ServiceNow CSM? (Choose two.)

Accepted Answer

Table. In ServiceNow CSM, an SLA Definition requires a Table (Option A) because the SLA must be bound to a specific task table (e.g., sn_customerservice_case) to know which records it applies to, and it requires a Duration (Option E), which defines the target time (e.g., a specific amount of time or a relative duration calculated from a start condition) that the SLA measures against. These two fields are mandatory on the SLA Definition form; without a table the SLA has no scope, and without a duration there is no target to breach or meet. Option B (SLA Workflow) is not mandatory—workflows are optional automation that can be attached but are not required to define an SLA. Option C (Associated Entitlement) is not mandatory because entitlements are optional and used to determine which SLA applies to a customer or contract, not a required field on the SLA Definition itself. Option D (Retroactive start field value) is not mandatory; retroactive start is an optional setting that allows the SLA to begin based on a past field value rather than the default creation/start time.

Answer

SLA Workflow

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Associated Entitlement

Answer

Retroactive start field value

Question 2

An implementation specialist is troubleshooting why an SLA is not attaching to a newly created CSM case. Upon checking the SLA Definition, the specialist notices the 'Target' field is set to 'Resolution'. What is the primary function of the Target field in an SLA Definition?

Accepted Answer

It specifies the type of SLA timer (e.g., Resolution, Response) and sets the metric objective type.. The Target field dictates which type of metric or countdown timer is being evaluated (e.g., Response, Resolution).

Answer

It determines which user group receives breach notifications.

Answer

It restricts the SLA to a specific customer tier.

Answer

It defines the specific workflow that executes when the SLA breaches.

Question 3

When mapping a problem to a case, what happens if the 'Propagate updates' checkbox is selected?

Accepted Answer

Work notes and comments are copied to the child cases. When mapping a problem to a case in CSM, selecting the 'Propagate updates' checkbox ensures that work notes and comments added to the problem are copied to all associated child cases. This keeps case agents informed of problem investigation progress without manual duplication. It is a one-way propagation from problem to cases.

Answer

The case is unlinked

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The case is automatically closed

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The problem priority is updated to match the case

Question 4

If a customer service agent is unable to view the 'Major Case' tab on a case, what is the most likely cause?

Accepted Answer

The user does not have the necessary role. The most likely cause for an agent not seeing the 'Major Case' tab on a case is that the user lacks the necessary role. In ServiceNow, tab visibility is controlled by role-based access and UI policies or ACLs. Without the required role (e.g., sn_customerservice.major_case_manager), the tab will be hidden.

Answer

The case is not assigned to a group

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The form view is incorrect

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The case is not in the correct state

Question 5

An enterprise CSM customer uses internationalized knowledge bases. When a user accesses the Customer Service Portal in French, how does ServiceNow determine which translated article version to display?

Accepted Answer

It matches the user's active language preference/session language with the article's Language field. ServiceNow internationalized knowledge bases store translations as separate kb_knowledge records with a Language field, and the platform selects the version matching the user's active session language or language preference. When a user accesses the portal in French, the knowledge portal widget queries articles whose Language matches the user's language, falling back to the primary language if no translation exists. This is the baseline localization behavior for knowledge articles.

Answer

It queries the user's IP geolocation to select the corresponding regional language

Answer

It requires the agent to manually attach the French translation to the portal view

Answer

It always defaults to the primary knowledge base language and prompts the user via a banner

Question 6

A CSM organization requires that knowledge articles created by external partners must undergo a two-step approval process (first by a partner lead, then by an internal knowledge manager). How should this be implemented?

Accepted Answer

By configuring a multi-step approval workflow or Flow Designer flow assigned to the knowledge base. A two-step approval process (partner lead, then internal knowledge manager) is implemented by configuring a multi-step approval workflow or a Flow Designer flow assigned to the relevant knowledge base. ServiceNow knowledge approvals are workflow-driven, so sequential approvers are modeled as ordered approval activities within the workflow or flow.

Answer

By setting up multiple User Criteria records on the knowledge base

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By modifying the sn_customerservice_case approval engine

Answer

By configuring Contextual Search approval rules

Question 7

An enterprise CSM customer requires strict auditing of SLA modifications. Which THREE tables or logs are involved when tracking changes to SLA definitions and runtime instances? (Choice three.)

Accepted Answer

Task SLA [task_sla] table where runtime instance adjustments are recorded.. Option A is correct because the Task SLA [task_sla] table stores the runtime SLA instances attached to task records, so any adjustments to an active SLA (such as pausing, restarting, or recalculating) are recorded there. Option C is correct because the System Audit [sys_audit] table automatically captures field-level changes on audited tables, including Contract SLA and Task SLA records, providing the strict change history required for SLA modifications. Option E is correct because the Contract SLA [contract_sla] table holds the SLA definitions themselves, so updates to SLA definitions are persisted and tracked on that table. Option B is incorrect because Workflow Context [wf_context] stores workflow execution context data, not SLA email delivery auditing. Option D is incorrect because Service Portal Widget Log [sp_widget_log] is unrelated to SLA definition or runtime change tracking.

Answer

Workflow Context [wf_context] table for auditing SLA email deliveries.

Answer

Service Portal Widget Log [sp_widget_log] for tracking portal SLA rendering.

Question 8

An organization uses Communities in ServiceNow CSM and wants to convert a highly rated community discussion thread into a validated knowledge article. Which baseline feature enables this workflow?

Accepted Answer

Create Knowledge from Community. ServiceNow CSM includes a baseline UI action and related feature called 'Create Knowledge from Community' that lets a moderator or community manager convert a discussion thread into a draft knowledge article, preserving the thread content and attribution. This is the supported out-of-box workflow for turning high-value community content into validated KB articles. It is available from the community thread context menu and creates a kb_knowledge record linked back to the source discussion.

Answer

Knowledge Base Discussion Sync

Answer

Automatic Community Harvesting rule

Answer

Community to Knowledge Business Rule

Question 9

A customer service manager wants to automatically assign incoming cases based on the agent's skillset matching the product associated with the case. Which ServiceNow feature should be configured to achieve this?

Accepted Answer

Matching Rules and Assignment Eligibility. ServiceNow's Advanced Work Assignment (AWA) uses Matching Rules combined with Assignment Eligibility to route work items to agents based on skills, capacity, and attributes. When the requirement is to match an agent's skillset to the product on the case, Matching Rules define the criteria (e.g., product = X, agent skill = X) and Assignment Eligibility determines which agents are eligible to receive the work. That is why Matching Rules and Assignment Eligibility is the correct feature set.

Answer

Assignment Rules

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Access Control Lists (ACLs)

Answer

Case State Flows

Question 10

An agent wants to search for knowledge articles directly from the CSM Agent Workspace without leaving the active case form. Which component provides this capability?

Accepted Answer

Contextual Search sidebar / Assistant tab. The Contextual Search sidebar (also surfaced via the Assistant tab) in CSM Agent Workspace lets agents search knowledge, catalog items, and other sources without leaving the active case form. It is context-aware, using the case fields to pre-filter and rank results, and it appears alongside the record so the agent can attach or reference articles directly. This is the baseline component for in-context knowledge search in Workspace.

Answer