CIS-CSM Case Management Practice Test 2 — 15 Questions

Question 1

When using the 'Case Resolution' feature, what determines the values available in the 'Close code' field?

Accepted Answer

Dictionary entries. The values available in the 'Close code' field are determined by the dictionary entries (choices) defined on the close_code field of the case table. Choices are configured in the dictionary as a choice list, and they populate the drop-down. This is the standard ServiceNow mechanism for controlling field values.

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Business Rules

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Client Scripts

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Workflow properties

Question 2

Which role is specifically required to create and manage Major Cases within the CSM application?

Accepted Answer

sn_major_inc_mgmt.major_issue_manager. The role sn_major_inc_mgmt.major_issue_manager is specifically designed for managing Major Cases (also called Major Issues) in the Customer Service Management (CSM) application. This role grants the necessary permissions to create, update, and oversee major cases, which are high-impact customer issues requiring coordinated resolution. It is a dedicated role within the Major Issue Management plugin, ensuring that only authorized personnel can handle these critical situations.

Answer

itil

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admin

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sn_customerservice.manager

Question 3

Which field on the Case form captures the customer's summary of the issue?

Accepted Answer

Short description. The 'Short description' field on the Case form is specifically designed to capture a concise summary of the customer's issue, as reported. It is a mandatory field that provides a quick overview for agents and is often used in lists and reports. This aligns with ServiceNow's best practice of using Short description for the customer's own words or a brief problem statement.

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Work notes

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Comments

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Description

Question 4

If an agent wants to ensure that a customer is notified when a work note is added to a case, which feature should they use?

Accepted Answer

Comments. In ServiceNow CSM, the Comments field is customer-visible and triggers notifications to the customer when updated, whereas Work notes are internal-only. To ensure a customer is notified when a note is added to a case, the agent should use Comments. This is the standard mechanism for customer-facing communication on a case record.

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Work notes

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Email client

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Activity stream

Question 5

Which TWO of the following roles are standard CSM roles?

Accepted Answer

sn_customerservice.customer. Options C and D are correct because sn_customerservice.customer and sn_customerservice.agent are the two standard Customer Service Management (CSM) roles shipped with the ServiceNow CSM application, granting the customer portal and agent workspace access respectively. The sn_customerservice.customer role is assigned to external contacts who raise and track cases, while sn_customerservice.agent is assigned to internal agents who work those cases. Options A, B, and E are incorrect because sn_system_admin, sn_security_monitor, and sn_network_engineer are not CSM application roles; sn_system_admin is a platform administration role, and the other two are not standard ServiceNow roles at all.

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sn_system_admin

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sn_security_monitor

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sn_network_engineer

Question 6

Which THREE fields are commonly used to determine Case Priority?

Accepted Answer

Urgency. In IT service management (ITIL) priority matrices, Case Priority is derived from the combination of Urgency (C), Impact (D), and Priority (E), which together form the standard priority calculation model where urgency and impact determine the resulting priority level. Urgency (C) reflects how quickly the issue needs resolution from the business or user perspective, while Impact (D) measures the breadth and severity of the effect on business operations, and Priority (E) is the resulting ranked value that drives scheduling and escalation. These three fields are the recognized inputs and output used in priority determination frameworks such as the ITIL urgency/impact priority matrix. Attachment count (A) is merely a documentation metric and has no bearing on how urgently or severely a case affects the business, so it cannot determine priority. Close code (B) is a closure categorization recorded after resolution and therefore cannot influence the priority assigned while the case is open.

Answer

Attachment count

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Close code

Question 7

Which THREE steps are involved in the standard Case Resolution workflow?

Accepted Answer

Change state to Resolved. In the standard Case Resolution workflow, the case must first be transitioned to the Resolved state (option A), which is the terminal status that stops the resolution timer and locks most fields. Before or during that transition, a resolution code must be populated (option B) to categorize how the case was closed, as this is a required field for resolving a case. The workflow also includes verifying the resolution with the customer (option D), typically via a follow-up activity or confirmation step, to ensure the issue is actually fixed before final closure. Deleting all attachments (option C) is not part of the workflow and would destroy audit evidence, while reassigning to a new group (option E) is an escalation or routing action, not a resolution step.

Answer

Delete all attachments

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Reassign to a new group

Question 8

A CSM implementation requires that when a high-priority case is created, a Manager must be notified via SMS. Which feature should be configured to trigger this notification based on case priority?

Accepted Answer

Business Rule. Business Rules in ServiceNow are server-side scripts that execute on database operations such as insert, update, query, or delete. When a high-priority case is created (an insert on the case table), a Business Rule with a 'before' or 'after' insert condition can check the priority field and trigger a notification (e.g., via SMS using the Notify or a custom SMS integration). This is the standard mechanism for conditional, record-level logic tied to case creation.

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Assignment Rule

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Flow Designer

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Escalation Rule

Question 9

Which component is required to enable Case-to-Problem linkage?

Accepted Answer

Problem Management Plugin. Case-to-Problem linkage in ServiceNow CSM requires the Problem Management plugin (com.snc.problem_management or the CSM Problem Management plugin) to be activated. This plugin installs the problem table extensions and the related list/relationship that lets agents associate a case with a problem record. Without it, the linkage UI and underlying relationships are unavailable.

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Advanced Work Assignment

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Service Portal

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Case Types

Question 10

Which THREE factors influence Advanced Work Assignment (AWA) routing?

Accepted Answer

Service Channel. AWA routing is driven by the Service Channel (A), which defines the work item source and its associated routing configuration, including the queue and assignment rules tied to that channel. Agent Capacity (B) is a core factor because AWA only assigns work to agents who have available capacity, based on their configured max capacity and current workload across channels. Assignment Rule (C) is also essential, as it determines how AWA selects among eligible agents—using criteria such as capacity, availability, and affinity—to pick the best-fit agent for the work item. Case Priority (D) is not a direct AWA routing factor; priority may influence queue ordering or SLA handling but does not itself drive AWA's agent selection logic. System Performance (E) is not an AWA routing input; while platform health can affect overall operation, AWA routing decisions are based on channel, capacity, and assignment rules rather than system performance metrics.

Answer

Case Priority

Answer

System Performance

Question 11

Which TWO items are included in the Case Lifecycle?

Accepted Answer

New. In Pega's Case Lifecycle, the primary stages that every case progresses through are the initial "New" stage (option C) and the final "Resolved" stage (option D). The New stage represents the case's creation and initial data entry, while the Resolved stage marks the successful completion of the case's primary goal before it moves to resolution. Options A (In Review), B (Pending Approval), and E (Archived) are not standard primary stages of the Case Lifecycle; In Review and Pending Approval are typically custom or secondary stages/statuses defined within a specific workflow, and Archived is a post-resolution state rather than a lifecycle stage.

Answer

In Review

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Pending Approval

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Archived

Question 12

A customer service manager at a healthcare equipment company wants cases that involve patient safety incidents to be automatically routed to a specialized 'Patient Safety' assignment group and to skip the standard triage queue. The CSM implementation currently uses Case Types and Case Assignment Rules. Which configuration should the implementation specialist use to meet this requirement?

Accepted Answer

Define a Case Type for 'Patient Safety Incident' and configure its Case Type-specific workflow to assign directly to the 'Patient Safety' group, bypassing the default triage flow.. A dedicated Case Type for patient safety incidents allows the implementation specialist to define a separate workflow that assigns directly to the specialized group and omits the standard triage step. This is the intended use of Case Types in CSM: they segment case processes by category. Other options either rely on manual actions, unsupported queue manipulation, or do not guarantee bypassing triage.

Answer

Add a UI Action on the Case form that, when clicked, reassigns the case to 'Patient Safety' and removes it from the triage queue.

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Create a Case Assignment Rule that runs before the standard triage rule and sets the assignment group to 'Patient Safety' when the case's Short description contains 'patient safety'.

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Configure a Business Rule on the Case table that sets the assignment group to 'Patient Safety' when the case is created with a specific Account, and then deletes the case from the triage queue.

Question 13

An implementation specialist is configuring CSM for a telecom company. The company wants to ensure that when a case is escalated to a 'Major Case', the case's related child cases are automatically linked to the major case and inherit its priority. Which CSM feature should the specialist configure to achieve this?

Accepted Answer

Case Hierarchies with cascade update rules that propagate the priority field from parent to child cases.. Case Hierarchies with cascade update rules are the native CSM mechanism to link parent and child cases and propagate field changes. When a case is marked as a major case, the hierarchy ensures related child cases are linked and inherit the priority. This is configured through the Case Hierarchy module and cascade rules, not through assignment rules, plugins, or scheduled jobs.

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Case Assignment Rules that set the parent field on child cases when the parent becomes a major case.

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A scheduled job that runs daily to find child cases of major cases and updates their priority field.

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Major Case Management plugin, which automatically links all open cases for the same account to the major case.

Question 14

An implementation specialist is configuring CSM case management and needs to ensure that when a case is closed, a follow-up survey is sent to the customer. The survey should only be sent if the case was resolved within the SLA. Which configuration should be used to meet this requirement?

Accepted Answer

Configure a Survey trigger condition on the Case table that includes the condition 'State is Closed' and 'SLA met is true'.. The correct approach is to use the Survey module's trigger conditions. By setting the condition to 'State is Closed' and 'SLA met is true', the survey is automatically sent only when the case is closed and the SLA was met. This is the standard configuration and avoids custom scripting.

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Create a Workflow that runs on case closure, checks the SLA, and sends a survey using a notification.

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Create a Business Rule on the Case table that triggers when state changes to Closed, checks if the SLA was met, and sends a survey.

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Use a Scheduled Job that runs daily, finds cases closed within SLA, and sends surveys via email.

Question 15

A CSM implementation specialist is configuring case assignment rules. The requirement is that cases related to a specific product should be automatically assigned to a dedicated support group, but only if the case priority is high. Which feature should be used to meet this requirement?

Accepted Answer

Assignment Lookup Rules. Assignment Lookup Rules are the appropriate feature because they can evaluate conditions across related records, such as the product linked to a case, and assign to a group based on priority. They provide a declarative way to handle complex assignment logic without scripting. The other options either lack the ability to consider related record data or are not the standard CSM assignment mechanism for this use case.

Answer

Business Rules

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Case Assignment Rules

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Assignment Rules