CIS-CSM Account And Contact Management Practice Question
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?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
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 analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
The system automatically creates a billable quote
Why it's wrong here
Quoting requires Field Service Management or Quote-to-Cash integrations.
- ✓
The case is created but flagged as out-of-entitlement or requires manager approval depending on configuration
Why this is correct
Depending on setup, out-of-entitlement cases can be flagged or restricted.
- ✗
The case is routed to the system administrator
Why it's wrong here
Routing follows standard assignment rules.
- ✗
The case is automatically rejected and deleted
Why it's wrong here
Cases are never automatically deleted.
About these practice questions
Courseiva writes every CIS-CSM question from scratch — 330 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official ServiceNow exam blueprint
This CIS-CSM practice question is part of Courseiva's free ServiceNow certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CIS-CSM exam.