CIS-CSM Case Management Practice Test 3 — 15 Questions

Question 1

A CSM implementation specialist is configuring a new case type for handling warranty claims. The specialist needs to ensure that when a warranty claim case is created, it automatically inherits specific default values from the associated customer account and product. Which two configurations are required to achieve this? (Choose two.)

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

Accepted Answer

Use a Business Rule on the Case table to populate fields from the account and product when the case is inserted.. To automatically inherit default values from related records, you need a mechanism that runs during case creation and can fetch data. Case Creation Rules are designed for this purpose, allowing dynamic field population. Alternatively, a Business Rule on insert can achieve the same by scripting. Both are valid configurations. Templates and UI Policies lack the dynamic data fetching capability, and record producers are not the standard approach for direct case creation in this context.

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Define a Case Type with a record producer that includes variable defaults sourced from the account and product.

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Create a Case Template with default values for the warranty claim fields.

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Set up a UI Policy to make the fields read-only and auto-populate them from the account and product.

Question 2

A customer service manager wants to ensure that when a case is closed, the customer receives a satisfaction survey. The survey should be sent only for cases that were resolved within 24 hours. Which CSM feature should be configured to meet this requirement?

Accepted Answer

Survey Triggers. Survey Triggers are the correct feature because they enable automated survey distribution based on conditions like case closure and resolution time. They allow precise control over when surveys are sent, ensuring that only cases meeting the 24-hour resolution criterion receive the survey. The other options are either for designing surveys or are not actual features for conditional sending.

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Survey Conditions

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Survey Designer

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Customer Satisfaction Survey

Question 3

An agent is working on a case and needs to consult with a subject matter expert (SME) from another department who does not have a CSM license. The agent wants the SME to provide input on the case without accessing the CSM application. Which feature should the agent use to collaborate with the SME?

Accepted Answer

Use the 'Collaborate' feature to invite the SME as a guest user. The 'Collaborate' feature in CSM is designed for involving external participants who do not have CSM licenses. It allows agents to invite SMEs as guest users, who can then access the case through a secure link and provide input via comments or attachments. This avoids the need for additional licenses and keeps collaboration within the case record. Other options either require a license or do not provide a direct collaboration channel.

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Create a new case and assign it to the SME

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Use the 'Request Expert' feature to send an email to the SME

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Use the 'Add Task' feature to create a task for the SME

Question 4

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.

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Dictionary Overrides

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Client Scripts

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Workflow Activity Properties

Question 5

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. Customer Service Flow Designer is the declarative, low-code automation tool in ServiceNow CSM designed to orchestrate multi-step processes such as creating and linking related records. A flow triggered on Case creation can evaluate the product condition and automatically create a Problem record and establish the relationship. This is the recommended approach over custom scripting for maintainability and upgrade safety.

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Business Rules on the Case table

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Client Scripts on Case Form

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Case Action Assignment Rules

Question 6

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. Assignment Rules with Skill Matching in ServiceNow CSM automatically route newly created cases to agents based on predefined criteria such as skills, availability, and workload. This is the standard feature for ensuring cases go to the right agent without manual intervention. The rule evaluates the case attributes and matches them against agent skills and capacity.

Answer

Case Playbooks

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Matching Rules for Major Cases

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Assignment Data Lookup Rules

Question 7

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' UI action on the Case form is the standard ServiceNow CSM mechanism for spawning a follow-up case that is linked to an existing parent case via the parent-child relationship. It automatically copies relevant account, contact, and product context from the parent so the agent does not have to re-enter inherited details. This relationship is stored on the child case's parent field, enabling hierarchical case tracking.

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Convert to Major Case

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Create Problem

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Escalate Case

Question 8

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). The Case form includes a 'Cases related to Account' related list that natively surfaces all historical cases tied to the same account, giving the agent immediate visibility into the customer's case history. This related list is driven by the account reference on each case record, so it updates automatically as new cases are created. It is the standard, out-of-the-box way to view an account's case history from within a case.

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Major Case Workbench

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Case Playbook Canvas

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Customer Service SLA Timeline

Question 9

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. Communication Plans in CSM allow administrators to define automated sequences of communications (emails, meetings, tasks) that trigger based on case events. When a major case is proposed, a communication plan can automatically invite stakeholders to the major case meeting by sending calendar invitations and notifications. This is the purpose-built feature for orchestrating stakeholder engagement during major case lifecycles.

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Advanced Work Assignment Plans

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Outbound Email Templates only

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Case Playbook Stages

Question 10

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. The ServiceNow Virtual Agent can be embedded in the Customer Service Portal and Consumer Portal, where end-users interact via a chat widget to get answers, deflect cases, and submit requests. These portals are the standard end-user-facing channels for CSM, and Virtual Agent is integrated into them as a chat interface. This allows deflection before a case is even created.

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Instance Diagnostic Console

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ServiceNow instance Navigator only

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Major Case Workbench

Question 11

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. A Service Level Agreement (SLA) Definition in ServiceNow is used to define target resolution times based on conditions such as priority. By creating an SLA definition with a condition of 'Priority = High' and a target of 8 hours, the supervisor can ensure that all high-priority cases, regardless of account tier, have the same resolution target. This is the standard feature for time-based commitments.

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Case Escalation Rule

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Matching Rule

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Assignment Rule

Question 12

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. Survey Triggers in ServiceNow are purpose-built to fire a survey when a defined condition on a table is met, such as a Case transitioning to the Resolved state. Configuring a Survey Trigger with a condition on the Case table (state changes to Resolved) and associating the satisfaction survey is the declarative, supported mechanism. This ensures the survey is automatically sent to the customer contact without custom code.

Answer

Attach an SLA definition to send email alerts

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Create a Client Script checking the resolved state

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Write an Email Client Template to fire on close

Question 13

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.

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Automatic hardware inventory auditing

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Direct database schema modification tools

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Automated payroll calculation for agents

Question 14

When configuring Case Resolution Workflows, what are THREE key considerations or components an administrator must account for? (Choose three.)

Accepted Answer

Mandatory fields required before a case can transition to Resolved. Option A is correct because a Case Resolution Workflow must enforce the mandatory fields (for example, resolution type, root cause, or resolution description) that the system requires before a case can be moved to the Resolved state, otherwise the transition will be blocked. Option B is correct because resolution is the natural trigger point for customer satisfaction surveys, so the workflow must define the trigger conditions (such as status change to Resolved or a specific resolution code) that fire the survey request. Option E is correct because state transition rules are a core component of the workflow: they restrict invalid path movements (for example, preventing a case from jumping from New directly to Resolved without passing through In Progress) and keep the case lifecycle consistent. Option C is not correct because deleting all related attachments on resolution is not a standard or required workflow consideration and would typically destroy audit evidence. Option D is not correct because automatically dispatching hardware replacements for all case types is a business-specific action, not a general Case Resolution Workflow component, and it would be inappropriate for non-hardware cases.

Answer

Mandatory deletion of all related attachments upon resolution

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Automatic hardware replacement dispatch for all case types

Question 15

An implementation specialist is configuring Case Creation channels in CSM. Which THREE channels are supported natively out-of-the-box? (Choose three.)

Accepted Answer

Virtual Agent / Live Chat. Option B (Virtual Agent / Live Chat) is correct because ServiceNow CSM natively supports chat and Virtual Agent as case creation channels through the Interaction and chat interfaces, allowing cases to be created directly from a chat conversation. Option C (Customer Service Portal / Consumer Portal) is correct because the CSM portals ship with out-of-the-box case creation widgets and record producers that let customers and consumers submit cases via the portal. Option D (Inbound Email) is correct because CSM includes native inbound email processing (via Email Service / inbound actions) that automatically creates or updates cases from received emails. Option A (Physical Mail OCR Scanner) is not a native channel—CSM does not include an out-of-the-box OCR scanner integration for physical mail. Option E (Automated Fax-to-Server Protocol) is not a native channel either; fax handling would require custom integration and is not a standard out-of-the-box case creation channel.

Answer

Physical Mail Optical Character Recognition (OCR) Scanner

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Automated Fax-to-Server Protocol