CIS-CSM Hard Questions — 25 Difficult Questions

Question 1

Which TWO scenarios represent valid use cases for the Customer Relationship [customer_relationship] table rather than the standard Account Parent field? (Choose two.)

Accepted Answer

Establishing peer relationships or joint ventures where neither account is a strict subsidiary of the other.. The customer_relationship table handles peer relationships, partnerships, and complex non-hierarchical ties.

Answer

Assigning individual contacts to accounts.

Answer

Creating a simple corporate headquarters to regional subsidiary tree structure.

Answer

Linking consumers to business accounts.

Question 2

A system administrator is setting up entitlements for a major account. The account has a total of 100 support hours per year, regardless of which contact submits the case. Which field on the Entitlement form should be configured to enforce this account-wide limit?

Accepted Answer

Account. Entitlements can be tied to accounts and restrict consumption globally for that account.

Answer

Service contract

Answer

Product

Answer

Contact

Question 3

An organization has a complex account structure where subsidiary accounts report to a regional parent account, which in turn reports to a global headquarters. A CSM administrator needs to ensure that cases created by contacts at a subsidiary account can be viewed by agents managing the global parent account. Which feature should be configured?

Accepted Answer

Account hierarchy roll-up. Account hierarchies allow visibility rules to roll up cases from child accounts to parent accounts.

Answer

Consumer linkage rules

Answer

Account relationship definitions

Answer

Account escalation rules

Question 4

An administrator is configuring restricted access to assets. A contact at an account should only be able to view assets that are explicitly assigned to them, while other contacts at the same account can view all account assets. Where is this visibility controlled?

Accepted Answer

Asset contact relationship table [alm_asset_contact]. Asset contact visibility can be controlled through asset contact relationships and associated security rules.

Answer

Account form related lists

Answer

Customer Service Properties

Answer

Entitlement rules

Question 5

An enterprise account has reached its maximum allowed number of cases under its active entitlement. When a contact from this account submits a new case, what happens by default in CSM if 'Enforce by number of cases' is enabled and limit is exceeded?

Accepted Answer

The case is created but flagged as out-of-entitlement or requires manager approval depending on configuration. Enforcing entitlement limits prevents case creation or flags the case based on configuration when limits are reached.

Answer

The system automatically creates a billable quote

Answer

The case is routed to the system administrator

Answer

The case is automatically rejected and deleted

Question 6

Which THREE security and compliance practices should be enforced within peer-to-peer customer communities? (Choose three.)

Accepted Answer

Enforcing User Criteria to restrict proprietary forums to authorized accounts only. Community security requires access control enforcement, automated moderation for sensitive data, and clear terms of use.

Answer

Granting admin rights to all active community posters

Answer

Allowing any anonymous user to view internal financial discussions without logging in

Question 7

An organization has implemented custom security constraints for community content using custom scripting in User Criteria. When a user navigates to a community forum, performance is degraded. What is the recommended best practice to optimize script-based User Criteria in communities?

Accepted Answer

Ensure user criteria scripts are optimized, lightweight, and leverage caching to prevent performance bottlenecks. Script-based user criteria should be cached where possible and kept lightweight, as they execute frequently during portal rendering and search queries.

Answer

Replace all user criteria with synchronous client-side JavaScript

Answer

Disable security checks entirely for community content

Answer

Store user criteria results in client browser cookies

Question 8

Which TWO mechanisms are used to control and restrict case visibility among contacts belonging to the same corporate account? (Choose two.)

Accepted Answer

Account hierarchy roll-up rules.. Case visibility is governed by system properties determining whether contacts see all account cases or only their own, and contact relationships.

Answer

Business service portfolio catalogs.

Answer

ITIL role assignments on contact records.

Answer

Asset contact relationship mapping tables.

Question 9

An organization wants to ensure that inappropriate community posts are automatically flagged for review before they become publicly visible on the CSM portal. Which configuration should the administrator implement?

Accepted Answer

Configure moderation rules in Community Administration to intercept and flag content matching specific criteria. Community moderation rules allow administrators to configure automated filters that flag posts containing specific keywords or reported criteria for moderator review.

Answer

Modify the Case creation UI Policy

Answer

Write an inbound email action on the kb_knowledge table

Answer

Set the system property glide.cs.moderation.auto_delete to true

Question 10

An organization requires that when a CSM case SLA is paused, the elapsed time calculation must exclude non-business days and hours, but when the SLA is running, it should use a 24x7 schedule. Can an SLA definition use different schedules for running and paused states?

Accepted Answer

No, an SLA definition references a single schedule that governs the calendar calculation for duration and elapsed time.. Standard SLA definitions accept a single schedule per definition record.

Answer

Yes, by attaching two conflicting workflows simultaneously.

Answer

Yes, by checking the 'Dual Schedule' checkbox on the Task SLA form.

Answer

Yes, by configuring separate schedules in the Advanced SLA property table.

Question 11

An administrator is asked to configure a custom SLA stage that triggers when an SLA is within 15 minutes of breaching. Where must this custom stage be added so that the SLA engine recognizes and applies it correctly?

Accepted Answer

In the SLA Stage [sla_stage] choice list on the Task SLA table dictionary.. Stages are maintained via choice lists on the Task SLA stage field and engine workflow configurations.

Answer

In the Service Level Management Properties module under 'Custom Stages'.

Answer

In the Dictionary Override of the Case table.

Answer

In the SLA Definition condition builder as an explicit stage filter.

Question 12

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 13

An implementation specialist is configuring community notification settings so users receive alerts regarding discussions they follow. Which TWO actions or components are part of configuring community notifications out-of-the-box? (Choose two.)

Accepted Answer

Modifying the Email Notification records configured for the sn_communities_content table. Community notifications rely on subscription preferences and specific notification definitions tailored for community content events.

Answer

Disabling the global system property glide.email.activity.community

Answer

Writing custom webhooks to an external mail server for every forum insert

Answer

Enabling Connect Chat routing rules for all community subscriptions

Question 14

An administrator is troubleshooting a scenario where community discussions are not appearing in Contextual Search results during case creation. Which table must be indexed or included in the Contextual Search table configurations to resolve this issue?

Accepted Answer

sn_communities_content. Contextual Search search sources must explicitly include the community content table (typically sn_communities_answer or related question/blog tables) to enable deflection.

Answer

kb_knowledge

Answer

sn_customerservice_case

Answer

sys_user

Question 15

An organization notices that community search results are returning outdated and low-quality posts. Which feature should an administrator configure to improve search relevancy for community content?

Accepted Answer

AI Search search profile configurations and search sources. AI Search search profiles, stop words, synonyms, and result improvement rules can be configured to tune search relevancy for community content.

Answer

UI Actions on the Incident table

Answer

Dictionary search flags on the task table

Answer

Email notification templates

Question 16

When configuring entitlements in ServiceNow CSM, which THREE criteria can be used to restrict or determine when an entitlement applies to an incoming case? (Choose three.)

Accepted Answer

Account. Entitlements can be matched against specific accounts, products, assets, and contacts to control service levels and consumption.

Answer

Geographic Region

Answer

Case Priority

Question 17

Which THREE configuration steps are involved when setting up gamification and reputation management in CSM communities? (Choose three.)

Accepted Answer

Defining point values for specific community actions (e.g., creating a post, receiving an upvote). Setting up community gamification involves defining badges, establishing point values for actions, and configuring reputation rules.

Answer

Writing custom business rules to calculate payroll bonuses

Answer

Changing core database engine settings to InnoDB

Question 18

A community moderator wants to convert a standard community question thread into a formal Customer Service case because the issue requires agent intervention. Which out-of-the-box feature should the moderator use from the moderator workspace or view?

Accepted Answer

Click the 'Create Case' UI action available on the community content record. ServiceNow provides an out-of-the-box action on community content to create a case, linking the community post directly to the newly created CSM case.

Answer

Run an on-demand background script to copy the discussion text into the Incident table

Answer

Change the state field of the community post directly to 'Converted to Case'

Answer

Export the discussion thread to XML and import it into the Case [sn_customerservice_case] table

Question 19

When troubleshooting why community posts are flagged by moderation rules, which THREE areas should an administrator investigate? (Choose three.)

Accepted Answer

User trust levels or author reputation thresholds that might bypass moderation. Investigating moderation flags involves reviewing moderation rule definitions, keyword filters, and audit logs.

Answer

Mid Server certificate expiration dates

Answer

The system mail boxes for outbound SMTP server status

Question 20

A CSM project requires an SLA to pause whenever a Case is placed in the 'Awaiting Vendor' state. Where must this pause condition be configured so that the Task SLA engine recognizes it?

Accepted Answer

In the SLA Definition record using the Pause condition field. Pause conditions are configured directly within the SLA Definition record using the Pause condition builder.

Answer

In a Business Rule running on the Task SLA table

Answer

In the SLA Workflow using a Timer activity

Answer

In the SLA Definition record using the Pause condition field