CIS-CSM Case Management — 50 Questions

Question 1

Which TWO criteria can be used within Matching Rules to find and link similar cases? (Choose two.)

Accepted Answer

Product and Asset. Matching rules evaluate attributes such as product, asset, account, category, or short description keywords to find related cases.

Answer

Instance Node Name

Answer

System Memory Utilization

Question 2

A customer service agent receives a case that requires input from a third-party vendor who does not have access to the ServiceNow instance. What is the standard CSM feature used to collaborate with external stakeholders via email?

Accepted Answer

Additional Comments (Customer visible). Case Interaction or external comments functionality allows communicating with external users while keeping the communication threaded on the case.

Answer

Work Notes

Answer

Major Case Workbench

Answer

Workspace Agent Chat

Question 3

An implementation specialist is configuring Case Creation channels and needs to allow end-users to create cases via inbound emails. Which table must be monitored by the Inbound Email Actions to generate sn_customerservice_case records?

Accepted Answer

sys_email. Inbound email actions process incoming emails and can create or update records on any table, but for CSM, they typically target the Case table (sn_customerservice_case).

Answer

cmn_communication_channel

Answer

sys_email_mailbox

Answer

sn_customerservice_case

Question 4

An administrator needs to configure case creation so that cases submitted from the Consumer Portal automatically assign to a specific dedicated support queue. Where should this routing configuration be established?

Accepted Answer

AWA Queue Conditions. Advanced Work Assignment (AWA) service channels and queue conditions route incoming work items from portals to the correct queues.

Answer

Case Service Level Agreements

Answer

Assignment Data Policies

Answer

Portal Widget Properties

Question 5

A customer service manager wants to track how long cases remain in the 'Awaiting Info' state before moving back to 'In Progress'. Which ServiceNow feature should be utilized to measure this specific duration?

Accepted Answer

SLA Definitions with Pause Conditions. Service Level Agreements (SLAs), specifically SLA definitions with pause conditions, track the time spent in specific states like Awaiting Info.

Answer

Data Lookup Definitions

Answer

Case Lifecycle Reports

Answer

Metric Definitions

Question 6

An agent is working on a complex case and realizes that multiple other customers are reporting the exact same service outage. The agent needs to elevate this incident to a major case. Which role is required to create and manage Major Cases?

Accepted Answer

sn_major_case_mgmt.manager. The major_case_manager role or sn_major_case_mgmt.manager is required to create and manage major cases in Customer Service Management.

Answer

sn_customerservice_agent

Answer

sn_customerservice_manager

Answer

itil

Question 7

An implementation specialist is setting up Case Lifecycle Management and needs to configure state transitions so that a case cannot move directly from 'New' to 'Closed'. Where are these state transition rules defined in CSM?

Accepted Answer

State Model Definitions. CSM uses Customer Service State Model configurations to restrict allowed transitions between case states.

Answer

Dictionary Overrides

Answer

Client Scripts

Answer

Workflow Activity Properties

Question 8

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. Flow Designer is the modern, recommended tool in ServiceNow to handle complex business logic and record creation/linking upon case creation.

Answer

Business Rules on the Case table

Answer

Client Scripts on Case Form

Answer

Case Action Assignment Rules

Question 9

A customer service manager wants to ensure that newly created cases are automatically assigned to the appropriate agent based on their skill set and current workload. Which feature should the administrator configure?

Accepted Answer

Assignment Rules with Skill Matching. Matching rules and assignment rules work together in Advanced Work Assignment (AWA) or legacy assignment rules to route work based on skills and capacity.

Answer

Case Playbooks

Answer

Matching Rules for Major Cases

Answer

Assignment Data Lookup Rules

Question 10

An agent needs to create a follow-up case that is related to an existing parent case, where the child case inherits specific account and product details. What is the standard UI action available on the Case form to accomplish this?

Accepted Answer

Create Child Case. The 'Create Child Case' related link or UI action allows agents to spawn child cases directly linked to a parent case.

Answer

Convert to Major Case

Answer

Create Problem

Answer

Escalate Case

Question 11

An agent is reviewing a case and wants to see all historical cases submitted by the same account. Where can the agent view this relationship natively on the Case form?

Accepted Answer

Related Lists (Cases related to Account). Related lists at the bottom of the Case form display related records such as Account cases, child cases, and assets.

Answer

Major Case Workbench

Answer

Case Playbook Canvas

Answer

Customer Service SLA Timeline

Question 12

An organization uses Major Case Management and needs to automatically invite stakeholders to a major case meeting as soon as a major case is proposed. Which feature facilitates this capability?

Accepted Answer

Communication Plans. Major Case Management includes integration with communication plans and task templates to automate stakeholder notifications and meetings.

Answer

Advanced Work Assignment Plans

Answer

Outbound Email Templates only

Answer

Case Playbook Stages

Question 13

A system administrator is configuring case creation channels and enables the ServiceNow Virtual Agent. Where can end-users interact with the Virtual Agent to deflect cases before submission?

Accepted Answer

Customer Service Portal and Consumer Portal. Virtual Agent can be embedded in portals like the Customer Service Portal or Consumer Portal for automated case deflection.

Answer

Instance Diagnostic Console

Answer

ServiceNow instance Navigator only

Answer

Major Case Workbench

Question 14

A customer service supervisor wants to ensure that cases flagged with a 'High' priority have a target resolution time of 8 hours, regardless of the account tier. Which feature should be used to define this metric?

Accepted Answer

Service Level Agreement (SLA) Definition. SLA Definitions evaluate conditions such as Priority = High to attach specific duration target definitions.

Answer

Case Escalation Rule

Answer

Matching Rule

Answer

Assignment Rule

Question 15

A company utilizes Case-to-Problem linkage. When a problem record linked to a parent case is resolved, the implementation specialist needs all associated child cases to automatically resolve as well. How should this requirement be achieved?

Accepted Answer

Configure Flow Designer to trigger on Problem closure and update linked cases. The com.sn_csm.synch_case_problem plugin or configuration handles cascade resolution behavior between problems and linked cases.

Answer

Enable Auto-Close in System Properties

Answer

Configure Data Archiving Rules

Answer

Use standard ITIL Incident-Problem synchronization properties

Question 16

An implementation specialist needs to ensure that when a case reaches the 'Resolved' state, a mandatory satisfaction survey is automatically sent to the customer contact. How should this be configured?

Accepted Answer

Configure a Survey Trigger condition on the Case table for state change to Resolved. Customer Service Management integrates with Assessment metrics or Survey plugin functionality triggered upon case resolution.

Answer

Attach an SLA definition to send email alerts

Answer

Create a Client Script checking the resolved state

Answer

Write an Email Client Template to fire on close

Question 17

A customer service manager wants to review cases that have been escalated by angry customers. Which module in CSM provides a centralized dashboard view of all escalated cases?

Accepted Answer

Escalated Cases Dashboard / Workspace View. Escalation management dashboards provide visibility into escalated cases across the enterprise.

Answer

Major Case Management Overview

Answer

Customer Service Data Archiving

Answer

System Diagnostics Module

Question 18

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 19

Which TWO actions occur automatically when a standard case is promoted to a Major Case? (Choose two.)

Accepted Answer

Associated child cases can be linked to track the broader outage. Promoting a case to a major case triggers major case specific workflows, such as notifying major case managers and creating major case tasks or work spaces.

Answer

The case state is automatically locked to Closed

Answer

Service Level Agreements are permanently deleted

Answer

All customer contacts are immediately deleted from the database

Question 20

An agent is working on a case and needs to involve a back-office SME (Subject Matter Expert) from the IT department who does not have the CSM agent role. Which feature allows the agent to collaborate internally without exposing work notes to the customer?

Accepted Answer

Case Tasks. Collaboration tools like Enterprise Service Management integrations or Case Tasks allow internal handoffs to other departments.

Answer

Additional Comments

Answer

External Portal Chat

Answer

Matching Rules