CIS-CSM Case Management Practice Test 7 — 15 Questions

Question 1

Which THREE of the following items can be included in a Case Template?

Accepted Answer

Priority. In ServiceNow, a Case Template is a reusable blueprint that pre-populates field values when a new case is created, so Priority (A) can be included to set a default urgency/importance level, Assignment group (B) can be included to route the case to the correct support team automatically, and Short description (C) can be included to provide a standard summary of the issue. These three are all standard case fields that templates are designed to prefill, which is why they are the correct answers. Record attachment (D) is not a field value that a Case Template populates, and user password (E) is sensitive credential data that is never stored in a template for security reasons.

Answer

Record attachment

Answer

User password

Question 2

Which TWO of the following can trigger a Case notification?

Accepted Answer

State change. In ServiceNow, a Case notification can be triggered by a state change (Option B) because the notification engine evaluates conditions on the Case record's State field, so transitions such as New → Work in Progress or Resolved → Closed fire the notification when the configured condition matches. A Case notification can also be triggered by a comment added (Option D), since adding a comment (additional comments or work notes) updates the record and satisfies notification conditions tied to comment activity, such as notifying the assigned user or customer. The remaining options do not belong: table rotation (Option A) is a database maintenance operation, not a record event on a Case; login attempt (Option C) relates to authentication/security events rather than Case record changes; and dictionary update (Option E) is a schema/configuration change to table fields, not a Case record trigger.

Answer

Table rotation

Answer

Login attempt

Answer

Dictionary update

Question 3

Which THREE of the following are benefits of the Case-to-Problem linkage?

Accepted Answer

Faster resolution of systemic issues. Option B is correct because linking related cases to a single problem record lets support teams identify and fix the underlying systemic issue once, so all affected cases benefit from the same root-cause fix and resolve faster. Option D is correct because the case-to-problem linkage aggregates multiple cases under one problem, giving a consolidated view that makes reporting on root causes and recurring trends far simpler. Option E is correct because once cases are linked to a problem, agents can push a single bulk update or notification to all linked cases instead of updating each one individually. Option A is not a benefit of the linkage, since case-to-problem association does not add or affect storage capacity. Option C is not a benefit either, because the linkage does not automatically delete cases; cases remain as records for tracking and audit purposes.

Answer

Increased storage capacity

Answer

Automatic deletion of all cases

Question 4

Which TWO of the following are valid ways for a customer to interact with a case?

Accepted Answer

Adding a comment on the portal. Option B is correct because customers can add comments to a case through the self-service portal, which appends their input to the case activity stream and notifies the assigned agent. Option E is correct because replying to a case-related email notification routes the response back into the case record as an additional comment or reply, keeping the interaction tracked. Options A, C, and D are not valid customer interactions: editing the case state directly, deleting the case, and updating system properties are privileged administrative or agent-level actions, not self-service capabilities available to customers.

Answer

Editing the case state directly

Answer

Deleting the case

Answer

Updating system properties

Question 5

Which THREE of the following are considered 'Work Channels' in CSM?

Accepted Answer

Phone. In CSM (Customer Service Management), 'Work Channels' are the communication conduits through which agents interact with customers to resolve cases, and the three correct answers here are Phone (A), Chat (B), and Email (C). Phone (A) is a work channel because inbound and outbound calls are logged as interactions and can create or update cases directly from the agent workspace. Chat (B) is a work channel because real-time messaging sessions with customers are captured as interactions and can be converted into cases or used to resolve them. Email (C) is a work channel because inbound emails generate cases or interactions and outbound replies are tracked against the case record. Script logs (D) do not belong because they are diagnostic or execution records of server-side scripts, not a customer communication medium. Knowledge base (E) does not belong because it is a repository of articles used for reference and self-service, not a channel through which work interactions are conducted.

Answer

Script logs

Answer

Knowledge base

Question 6

Which TWO of the following actions can a manager perform on a case?

Accepted Answer

Reassign to another team. In a case-management system, a manager can reassign a case to another team (option B) because case ownership and queue routing are standard supervisory functions that let work be redistributed to the appropriate support group. A manager can also escalate the case (option E), which raises its priority or routes it to a higher support tier for faster resolution. These two actions are typical case-lifecycle operations available to a manager role. By contrast, changing the case record number (A) is not a normal manager action because record identifiers are system-generated and immutable, modifying system tables (C) is a database-administration task outside the manager role, and deleting the customer (D) is a data-management operation, not a case action.

Answer

Change case record number

Answer

Modify system tables

Answer

Delete the customer

Question 7

Which THREE things must be true for a Case Assignment Rule to execute?

Accepted Answer

The case must match the rule conditions. For a Case Assignment Rule to execute, the case must first satisfy the rule's entry criteria, so option B is correct because the rule only fires when the case matches its defined conditions. Option C is correct because an assignment rule must be active; inactive rules are not evaluated during case creation or edit. Option E is correct because the rule must specify a target owner, meaning an assigned group or user, otherwise there is nothing for the rule to assign. Option A is incorrect because customer approval is not a prerequisite for assignment rule execution. Option D is incorrect because a closed case is not a condition for assignment rules to run; assignment typically occurs on new or updated open cases.

Answer

The customer must approve

Answer

The case must be already closed

Question 8

Which TWO of the following can be used to track case performance?

Accepted Answer

Standard Reports. Standard Reports (A) are correct because they let you build and schedule reports on case records (e.g., open, closed, and aging cases) to measure case performance over time. Performance Analytics Dashboards (D) are correct because they provide interactive, time-series KPIs and trend visualizations (such as case resolution time and backlog) for ongoing case performance tracking. The Table dictionary (B) only defines table schema and field attributes, so it does not report on case metrics. System logs (C) record technical events for troubleshooting, not case performance. An Email client (E) is unrelated to tracking case performance.

Answer

Table dictionary

Answer

System logs

Answer

Email client

Question 9

Which THREE actions are available when viewing a Case in the 'Major Case' context?

Accepted Answer

Remove child cases. In the 'Major Case' context, the available actions include B. Remove child cases, which lets you detach linked child cases from the major case without deleting them; C. Add child cases, which lets you associate existing or new child cases to the major case for consolidated tracking; and D. Send broadcast communication, which lets you distribute updates to stakeholders involved in the major case. These three actions support the core purpose of a major case: managing a group of related cases and keeping responders informed. A. Reset the system is not a case-level action but a platform administration function, and E. Delete the major case record is not offered as a standard action in this context because major cases are typically closed or archived rather than deleted.

Answer

Reset the system

Answer

Delete the major case record

Question 10

Which TWO tools help maintain data consistency in cases?

Accepted Answer

Data Policies. Data Policies (B) are correct because they define enforceable rules for how case data is created, validated, updated, and retained, which directly prevents inconsistent or non-compliant data entry across cases. Case Templates (C) are correct because they standardize the fields, required values, and structure of a case, so every case is captured with the same consistent format and mandatory information. Together, these two mechanisms enforce consistency at both the governance level (policies) and the data-capture level (templates). Public forums (A) are informal discussion channels and do not enforce or maintain data consistency. User avatars (D) are purely cosmetic profile images with no bearing on data integrity. System updates (E) may change platform behavior or patch software, but they are not a tool for maintaining case data consistency.

Answer

Public forums

Answer

User avatars

Answer

System updates

Question 11

A company wants to allow customers to create cases via email. Where is the mapping between the incoming email headers and the case fields configured?

Accepted Answer

Inbound Email Actions. Inbound Email Actions in ServiceNow CSM are the mechanism that processes incoming emails and maps email header/body content to case fields. They define the conditions under which an email creates or updates a case and specify the field mappings (e.g., subject to short description, sender to caller). This is the correct location for configuring how email headers translate into case field values.

Answer

Email Filters

Answer

Email Client Template

Answer

Case Creation Map

Question 12

When utilizing Major Case Management, what happens to the child cases when a state change occurs on the primary Major Case?

Accepted Answer

Child cases are updated based on the 'Major Case Management' configuration properties.. In ServiceNow Major Case Management, when a state change occurs on the primary Major Case, the system propagates that change to all associated child cases according to the rules defined in the 'Major Case Management' configuration properties. These properties specify which fields (such as state) are synchronized and under what conditions, ensuring consistent lifecycle management across the case hierarchy. This automated behavior eliminates the need for manual updates and prevents child cases from becoming out of sync with the primary case.

Answer

Child cases remain unchanged until the agent manually updates them.

Answer

Child cases are automatically closed.

Answer

Child cases are detached from the Major Case.

Question 13

Which path in the Navigator is used to define new Case Types?

Accepted Answer

Customer Service > Administration > Case Types. New Case Types in CSM are defined by navigating to Customer Service > Administration > Case Types in the Navigator. This module lets administrators create and configure case type records that extend the base case table and drive the case type selector on case creation. It is the canonical administrative path for case type configuration.

Answer

Service Desk > Configuration

Answer

Customer Service > Case > All

Answer

System Definition > Tables

Question 14

Which TWO of the following are valid ways to create a Case in CSM?

Accepted Answer

Service Portal. Option B (Service Portal) is correct because CSM provides a self-service portal where customers can submit cases directly, which creates a Case record in the Customer Service Management application. Option C (Manual creation in the CSM module) is correct because agents can manually create cases from within the CSM interface, such as via the Case form or the 'Create Case' UI action. Option A (System Logs) is incorrect because system logs are diagnostic records, not a case-creation mechanism. Option D (Incident Management module) is incorrect because incidents are a separate ITSM record type and do not create CSM cases. Option E (Knowledge Base) is incorrect because knowledge articles provide information and do not create cases.

Answer

System Logs

Answer

Incident Management module

Answer

Knowledge Base

Question 15

An agent needs to escalate a case that is currently assigned to a group. Which tool provides the interface to track the escalation and define the 'Escalation Reason'?

Accepted Answer

Escalation Record. The Escalation feature in CSM provides a dedicated record to track the status, reason, and level of an escalation.

Answer

Work Notes

Answer

Case Task

Answer

Assignment Workbench