CCNA Case Management Questions — Page 1 of 2

Multi-Selectmedium

Which TWO features are provided by the Major Case Management plugin? (Choose two.)

Select 2 answers

A.Automatic hardware inventory auditing

B.Major Case Workbench

C.Direct database schema modification tools

D.Communication Plans

E.Automated payroll calculation for agents

AnswersB, D

The workbench provides a centralized view for managing major cases and related tasks.

Why this answer

Major Case Management provides dedicated workbenches, communication plans, and candidate case matching.

Practice this question →

MCQhard

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?

A.Communication Plans

B.Advanced Work Assignment Plans

C.Outbound Email Templates only

D.Case Playbook Stages

AnswerA

Communication plans define when, how, and to whom communications and meeting invites are sent during major case lifecycle stages.

Why this answer

Major Case Management includes integration with communication plans and task templates to automate stakeholder notifications and meetings.

Practice this question →

MCQmedium

An agent needs to attach a Knowledge article to a case to help the customer. Where should the agent look?

A.Related Links - Attach Knowledge

B.Knowledge Base module

C.Task SLA related list

D.Service Portal

AnswerA

This link initiates the search and attachment workflow.

Why this answer

The 'Attach Knowledge' button or the Contextual Search results area is where agents find articles.

Practice this question →

MCQeasy

Which role is the minimum required for a user to manage their own profile and cases on the portal?

A.itil

B.sn_customerservice.customer

C.sn_customerservice.manager

D.admin

AnswerB

This is the primary role for external customer portal users.

Why this answer

The 'sn_customerservice.customer' role is standard for external users.

Practice this question →

Multi-Selectmedium

Which TWO of the following are primary channels for creating a CSM case?

Select 2 answers

A.Service Portal

B.Knowledge base

C.Dashboards

D.System logs

E.Email

AnswersA, E

The portal is the primary self-service channel.

Why this answer

Email and Service Portal are the most common entry points for customers.

Practice this question →

Multi-Selecthard

An administrator is setting up Advanced Work Assignment (AWA) for CSM cases. Which THREE components must be configured to ensure cases are successfully routed to available agents using AWA? (Choose three.)

Select 3 answers

A.Matching Rules to evaluate agent skills and criteria

B.Assignment Queues to group incoming work items

C.Major Case Task Definitions

D.AWA Service Channel for CSM Case

E.Dictionary Overrides for the Assigned To field

AnswersA, B, D

Correct. Matching rules determine which agents qualify to receive work items from the queue based on skills or attributes.

Why this answer

AWA configuration requires service channels, queue definitions, and assignment rules or criteria to route work items effectively to qualified agents.

Practice this question →

MCQmedium

How are 'Assignment Rules' triggered in the CSM application?

A.On record insert or update

B.When a case is viewed

C.When a user logs in

D.Daily at midnight

AnswerA

These are the standard database triggers for business logic.

Why this answer

Assignment rules are triggered by record inserts or updates that match the defined conditions.

Practice this question →

MCQmedium

If an agent wants to view all cases associated with a specific account, where is the best place to find this information?

A.Service level agreements

B.Knowledge base

C.System logs

D.Account related lists

AnswerD

Related lists on the Account form aggregate all child cases.

Why this answer

The Account record has a 'Cases' related list showing all related cases.

Practice this question →

Multi-Selecthard

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

Select 3 answers

A.Priority

B.Assignment group

C.Short description

D.Record attachment

E.User password

AnswersA, B, C

Can be pre-set to ensure correct SLAs.

Why this answer

Templates can set specific field values for consistency in creation.

Practice this question →

MCQhard

When mapping a problem to a case, what happens if the 'Propagate updates' checkbox is selected?

A.The case is unlinked

B.The case is automatically closed

C.The problem priority is updated to match the case

D.Work notes and comments are copied to the child cases

AnswerD

Propagating updates synchronizes communication from the problem to linked cases.

Why this answer

Propagating updates ensures that work notes or comments added to the Problem are synced to the linked child cases.

Practice this question →

MCQeasy

Which state does a case go into after an agent has finished working on it and it is ready to be closed?

A.Closed

B.Work in Progress

C.Pending

D.Resolved

AnswerD

Resolved indicates completion pending final transition to closed.

Why this answer

Resolved is the state that indicates work is complete, pending final verification.

Practice this question →

MCQmedium

What is the primary function of the 'Case Audit' history?

A.To allow agents to edit past notes

B.To provide a read-only log of changes made to the case record

C.To record email delivery status

D.To track SLA time

AnswerB

Audit trails are explicitly for logging and transparency.

Why this answer

The audit trail captures every change made to a record, including the user, time, and value changes.

Practice this question →

MCQeasy

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

A.Short description

B.Work notes

C.Comments

D.Description

AnswerA

Short description is the summary field.

Why this answer

The Short description field is the standard field for the issue title or summary.

Practice this question →

MCQeasy

A customer service agent needs to escalate a complex case to a back-office team without losing the context of the current customer interaction. Which feature should the agent use to initiate this process while keeping the original case active?

A.Major Case Management

B.Transfer Case

C.Create Child Case

D.Close Case

AnswerC

Correct. Creating a child case generates a related case assigned to another group while keeping the parent case open for the primary agent.

Why this answer

Child cases allow agents to create related cases for specialized teams while keeping the parent case active to track the overarching customer issue.

Practice this question →

Multi-Selecthard

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

Select 3 answers

A.Service Channel

B.Agent Capacity

C.Assignment Rule

D.Case Priority

E.System Performance

AnswersA, B, C

Service Channels define how work is routed into queues.

Why this answer

AWA uses Service Channels, Assignment Rules, and Agent Capacity to route work items efficiently.

Practice this question →

Multi-Selectmedium

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

Select 2 answers

A.Change case record number

B.Reassign to another team

C.Modify system tables

D.Delete the customer

E.Escalate the case

AnswersB, E

Part of team management.

Why this answer

Managers can reassign or escalate cases as part of their oversight role.

Practice this question →

Multi-Selecthard

Which THREE fields are commonly used to determine Case Priority?

Select 3 answers

A.Attachment count

B.Close code

C.Urgency

D.Impact

E.Priority

AnswersC, D, E

The second input for priority.

Why this answer

Impact and Urgency are the two inputs that define priority via a standard matrix.

Practice this question →

MCQhard

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

A.Business Rules

B.Client Scripts

C.Dictionary entries

D.Workflow properties

AnswerC

The choices for the field are defined within the dictionary or choice table configuration.

Why this answer

The 'Close code' field is a choice field whose options are defined in the 'Choice' table for the Case object.

Practice this question →

MCQmedium

Which tool in ServiceNow allows administrators to visualize the lifecycle of a case?

A.Workflow Editor

B.Flow Designer

C.Process Automation Designer

D.Business Rules

AnswerC

PAD is used to design and visualize multi-stage processes.

Why this answer

Process Automation Designer provides a visual representation of complex workflows including cases.

Practice this question →

MCQmedium

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?

A.Email Filters

B.Email Client Template

C.Case Creation Map

D.Inbound Email Actions

AnswerD

Inbound Email Actions define the logic for creating or updating records from email messages.

Why this answer

Inbound Email Actions are used to process incoming emails and map data to specific fields on target tables.

Practice this question →

Multi-Selectmedium

Which TWO actions occur automatically when a standard case is promoted to a Major Case? (Choose two.)

Select 2 answers

A.The case state is automatically locked to Closed

B.Associated child cases can be linked to track the broader outage

C.Service Level Agreements are permanently deleted

D.The case is moved to the Major Case Management workspace context

E.All customer contacts are immediately deleted from the database

AnswersB, D

Major cases allow linking related cases and child incidents to manage mass impacts.

Why this answer

Promoting a case to a major case triggers major case specific workflows, such as notifying major case managers and creating major case tasks or work spaces.

Practice this question →

MCQhard

Which of the following best describes the relationship between a 'Case' and a 'Service Contract'?

A.They are unrelated

B.The case overrides the contract

C.The case inherits the SLA from the contract

D.The case updates the contract expiration date

AnswerC

Contracts govern the SLA definitions applied to the case.

Why this answer

Service Contracts define the entitlements and services available to a customer, which are verified when a case is created.

Practice this question →

MCQmedium

An organization wants to escalate cases automatically if they are not resolved within 24 hours. Which tool should be used?

A.Service Level Management (SLAs)

B.Business Rules

C.Flow Designer

D.Workflow Designer

E.Assignment Rules

AnswerA

SLAs are the primary mechanism for tracking time and triggering escalation workflows.

Why this answer

Service Level Agreements (SLAs) are designed to track time-based performance and trigger escalation events.

Practice this question →

MCQmedium

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?

A.Work notes

B.Email client

C.Activity stream

D.Comments

AnswerD

Comments are customer-facing and trigger notifications.

Why this answer

By default, work notes are internal; 'Comments' notify the customer. Agents must use the correct field type.

Practice this question →

MCQhard

When a case is linked to a problem, what is the default behavior regarding the case's 'State' field when the problem is resolved?

A.The case automatically closes

B.The case state remains unchanged

C.The case is moved to 'Pending'

D.The case is moved to 'Work in Progress'

AnswerB

The agent typically needs to review the case before closing.

Why this answer

Linked cases often require manual intervention or specific business rule configuration to auto-close upon problem resolution.

Practice this question →

Multi-Selectmedium

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

Select 2 answers

A.Standard Reports

B.Table dictionary

C.System logs

D.Performance Analytics Dashboards

E.Email client

AnswersA, D

Great for point-in-time data.

Why this answer

Reports and Dashboards are standard tools for tracking KPIs.

Practice this question →

MCQmedium

What is the advantage of using 'Record Producers' in the Service Portal?

A.They allow for real-time chat

B.They replace the need for an assignment group

C.They simplify case creation for users with a guided interface

D.They enable automated email responses

AnswerC

They mask technical complexity and collect only needed info.

Why this answer

Record producers provide a user-friendly interface to create records, mapping inputs directly to fields.

Practice this question →

MCQhard

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'?

A.Escalation Record

B.Work Notes

C.Case Task

D.Assignment Workbench

AnswerA

The Escalation record allows agents to manage the escalation process including reason and tracking.

Why this answer

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

Practice this question →

MCQmedium

An administrator is configuring a Case Create module where incoming emails automatically generate cases. They need to ensure that when an email reply is received for a closed case, a new case is automatically created instead of reopening the old one. Where should this behavior be configured?

A.In the Case State Flow engine under Closed states

B.In the Case Assignment Rules table

C.In the inbound email action script by setting 'email.action = create_new_case'

D.In Customer Service Properties under the Inbound Email configuration

AnswerD

Correct. Customer Service properties provide settings to define system behavior for emails received against closed cases.

Why this answer

Incoming email properties under Customer Service settings determine whether replies to closed cases reopen the existing case or spawn a new one.

Practice this question →

MCQeasy

A customer service manager wants to review cases that have been escalated by angry customers. Which module in CSM provides a centralized dashboard view of all escalated cases?

A.Escalated Cases Dashboard / Workspace View

B.Major Case Management Overview

C.Customer Service Data Archiving

D.System Diagnostics Module

AnswerA

CSM provides dedicated workspaces and modules to track and manage escalated cases.

Why this answer

Escalation management dashboards provide visibility into escalated cases across the enterprise.

Practice this question →

MCQmedium

Which component manages the routing of incoming cases based on agent availability and skills?

A.Advanced Work Assignment

B.Service Level Agreements

C.Assignment Rules

D.Flow Designer

AnswerA

AWA evaluates skills, capacity, and availability.

Why this answer

Advanced Work Assignment (AWA) is specifically built to route tasks based on skill and presence.

Practice this question →

MCQhard

A company utilizes Case-to-Problem linkage. When a problem record linked to a parent case is resolved, the implementation specialist needs all associated child cases to automatically resolve as well. How should this requirement be achieved?

A.Enable Auto-Close in System Properties

B.Configure Flow Designer to trigger on Problem closure and update linked cases

C.Configure Data Archiving Rules

D.Use standard ITIL Incident-Problem synchronization properties

AnswerB

Flow Designer can easily query related cases when a problem closes and automatically cascade the resolution status.

Why this answer

The com.sn_csm.synch_case_problem plugin or configuration handles cascade resolution behavior between problems and linked cases.

Practice this question →

Multi-Selectmedium

Which TWO items are included in the Case Lifecycle?

Select 2 answers

A.In Review

B.Pending Approval

C.New

D.Resolved

E.Archived

AnswersC, D

New is the starting state for a case.

Why this answer

The Case lifecycle typically includes New, Open, Work in Progress, Resolved, and Closed states.

Practice this question →

Multi-Selecthard

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

Select 3 answers

A.Mandatory fields required before a case can transition to Resolved

B.Trigger conditions for customer satisfaction surveys upon resolution

C.Mandatory deletion of all related attachments upon resolution

D.Automatic hardware replacement dispatch for all case types

E.State transition rules restricting invalid path movements

AnswersA, B, E

Requiring fields like Resolution Code and Resolution Notes ensures proper data capture.

Why this answer

Configuring case resolution involves defining valid states, mandatory fields upon resolution, and closure notifications.

Practice this question →

MCQeasy

An agent is working on a complex case and realizes that multiple other customers are reporting the exact same service outage. The agent needs to elevate this incident to a major case. Which role is required to create and manage Major Cases?

A.sn_major_case_mgmt.manager

B.sn_customerservice_agent

C.sn_customerservice_manager

D.itil

AnswerA

The Major Case Manager role grants full access to create, manage, and oversee major cases.

Why this answer

The major_case_manager role or sn_major_case_mgmt.manager is required to create and manage major cases in Customer Service Management.

Practice this question →

MCQeasy

A customer service manager wants to automatically assign incoming cases based on the agent's skillset matching the product associated with the case. Which ServiceNow feature should be configured to achieve this?

A.Assignment Rules

B.Access Control Lists (ACLs)

C.Case State Flows

D.Matching Rules and Assignment Eligibility

AnswerD

Correct. Matching rules define criteria based on case attributes to find agents with matching skills using Advanced Work Assignment or assignment rules.

Why this answer

Matching Rules are used in Customer Service Management to evaluate agent skills and availability against case attributes for routing.

Practice this question →

MCQeasy

Where can an agent view the history of all communications sent and received for a specific case?

A.Case Task list

B.Customer profile

C.Activity Stream

D.Related Links

AnswerC

The Activity Stream aggregates comments, work notes, and emails.

Why this answer

The Activity Stream (Work Notes/Comments) provides a chronological record of all interactions.

Practice this question →

MCQmedium

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

A.itil

B.sn_major_inc_mgmt.major_issue_manager

C.admin

D.sn_customerservice.manager

AnswerB

This is the dedicated role for managing major case life cycles.

Why this answer

The 'sn_major_inc_mgmt.major_issue_manager' role provides the authority to manage major cases.

Practice this question →

MCQhard

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?

A.Attach an SLA definition to send email alerts

B.Configure a Survey Trigger condition on the Case table for state change to Resolved

C.Create a Client Script checking the resolved state

D.Write an Email Client Template to fire on close

AnswerB

Survey definitions include trigger conditions that automatically generate and email assessment surveys when records meet criteria like state changing to Resolved.

Why this answer

Customer Service Management integrates with Assessment metrics or Survey plugin functionality triggered upon case resolution.

Practice this question →

Multi-Selectmedium

Which TWO of the following roles are standard CSM roles?

Select 2 answers

A.sn_system_admin

B.sn_security_monitor

C.sn_customerservice.customer

D.sn_customerservice.agent

E.sn_network_engineer

AnswersC, D

Standard external user role.

Why this answer

Customer and agent roles are fundamental to the CSM model.

Practice this question →

MCQhard

If a customer service agent is unable to view the 'Major Case' tab on a case, what is the most likely cause?

A.The case is not assigned to a group

B.The form view is incorrect

C.The user does not have the necessary role

D.The case is not in the correct state

AnswerC

Major case management requires specific roles to view/interact with the related components.

Why this answer

Missing roles or view permissions are the most common reasons for UI components like tabs to be hidden.

Practice this question →

MCQeasy

Which status indicates that a case is currently being worked on by an agent?

A.Resolved

B.Work in Progress

C.Closed

D.New

AnswerB

This is the active state for agents.

Why this answer

The 'Work in Progress' state explicitly denotes that work is underway.

Practice this question →

Multi-Selectmedium

Which TWO components are typically included in a CSM Case Playbook configuration? (Choose two.)

Select 2 answers

A.Automatic agent stock trading execution

B.Physical warehouse shipping labels

C.Stages representing high-level milestones

D.Playbook activities that guide agents through specific data collection steps

E.Direct hardware firmware flashing scripts

AnswersC, D

Stages break down the case lifecycle into logical, trackable phases.

Why this answer

Playbooks utilize Playbook activities, stages, and process automation designer flows to guide agents.

Practice this question →

Multi-Selectmedium

Which TWO of the following are key components of the CSM case lifecycle?

Select 2 answers

A.Case creation

B.Case resolution

C.Database indexing

D.System archiving

E.Hard-coding variables

AnswersA, B

The start of the process.

Why this answer

Creation and Resolution are the fundamental bookends of the case lifecycle.

Practice this question →

MCQeasy

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

A.Problem Management Plugin

B.Advanced Work Assignment

C.Service Portal

D.Case Types

AnswerA

The Problem Management plugin is a prerequisite for the Case-to-Problem linkage functionality.

Why this answer

The Problem Management plugin must be active, and the Case-to-Problem linkage feature is enabled via the 'com.snc.problem_management' plugin and appropriate property settings.

Practice this question →

Multi-Selecthard

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

Select 3 answers

A.The customer must approve

B.The case must match the rule conditions

C.The rule must be active

D.The case must be already closed

E.The rule must have an assigned group or user

AnswersB, C, E

Conditions are the primary trigger.

Why this answer

Rules require active status, matching conditions, and a defined destination.

Practice this question →

Multi-Selectmedium

Which TWO actions can be performed from a Case record to initiate cross-functional collaboration in Customer Service Management? (Choose two.)

Select 2 answers

A.Override Access Control Lists (ACLs)

B.Purge Closed Cases

C.Create Major Case Candidate

D.Create Problem

E.Modify the SLA Definition schedule

AnswersC, D

Correct. Agents can promote a case to a major case candidate if it meets high-impact criteria.

Why this answer

Agents can collaborate across departments by creating linked problem records or related task records directly from the case form.

Practice this question →

MCQhard

To enable case-to-problem linkage, which ServiceNow module must be active and properly configured to ensure that problem records can impact multiple related cases?

A.Change Management

B.Knowledge Management

C.Problem Management

D.Service Level Management

AnswerC

Problem Management allows linking cases to a single problem record for bulk updates.

Why this answer

The Problem Management module is required to establish the relationship between cases and problems.

Practice this question →

MCQmedium

When using 'Case Templates', what is the primary benefit for an agent?

A.They automatically assign the case to the agent

B.They bypass SLA calculations

C.They automate the closing of the case

D.They reduce manual data entry and standardize case information

AnswerD

This is the primary efficiency gain from using templates.

Why this answer

Templates pre-populate form fields, reducing manual data entry and ensuring consistency.

Practice this question →

Multi-Selecthard

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

Select 3 answers

A.Reset the system

B.Remove child cases

C.Add child cases

D.Send broadcast communication

E.Delete the major case record

AnswersB, C, D

Essential for managing the case cluster.

Why this answer

Managing child cases and communication is the focus of the major case view.

Practice this question →

Multi-Selectmedium

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

Select 2 answers

A.System Logs

B.Service Portal

C.Manual creation in the CSM module

D.Incident Management module

E.Knowledge Base

AnswersB, C

Service Portal is a primary channel for customers to submit cases.

Why this answer

Cases can be created via the Service Portal by customers or manually by agents via the Case module.

Practice this question →

MCQmedium

When configuring the Assignment Workbench for CSM, what can you use to influence the agent selection process?

A.Agent Schedule and Skills

B.Case Urgency

C.Case Channel

D.Case Category

AnswerA

The Assignment Workbench considers agent skills and schedule to determine the best candidate.

Why this answer

The Assignment Workbench allows managers to see available agents based on capacity, skills, and current workload.

Practice this question →

Multi-Selectmedium

Which TWO tools help maintain data consistency in cases?

Select 2 answers

A.Public forums

B.Data Policies

C.Case Templates

D.User avatars

E.System updates

AnswersB, C

Enforce data integrity at the database level.

Why this answer

Templates and Data Policies help enforce standard data formats and values.

Practice this question →

MCQhard

What is the purpose of the 'Case Task' in the CSM application?

A.To notify the customer

B.To delegate sub-tasks to different teams

C.To create an incident record

D.To archive the case

AnswerB

Case tasks allow parallel or sequential work distribution.

Why this answer

Case tasks allow breaking down complex work into manageable units that can be performed by different groups.

Practice this question →

MCQeasy

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

A.Service Desk > Configuration

B.Customer Service > Case > All

C.System Definition > Tables

D.Customer Service > Administration > Case Types

AnswerD

This is the correct path for managing Case Type definitions in ServiceNow.

Why this answer

Case Types are managed under 'Customer Service > Administration > Case Types'.

Practice this question →

MCQhard

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?

A.Business Rules on the Case table

B.Client Scripts on Case Form

C.Customer Service Flow Designer

D.Case Action Assignment Rules

AnswerC

Flow Designer provides robust triggers and actions to evaluate case attributes and automatically create and relate problem records.

Why this answer

Flow Designer is the modern, recommended tool in ServiceNow to handle complex business logic and record creation/linking upon case creation.

Practice this question →

Multi-Selecthard

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

Select 3 answers

A.Increased storage capacity

B.Faster resolution of systemic issues

C.Automatic deletion of all cases

D.Simplified reporting on root causes

E.Ability to send bulk updates to linked cases

AnswersB, D, E

Addressing the problem fixes all linked cases simultaneously.

Why this answer

Linking improves reporting, bulk communication, and resolution consistency.

Practice this question →

Multi-Selecthard

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

Select 3 answers

A.Phone

B.Chat

C.Email

D.Script logs

E.Knowledge base

AnswersA, B, C

Traditional support channel.

Why this answer

Chat, Email, and Phone are traditional service channels.

Practice this question →

MCQmedium

An implementation specialist is configuring Case Creation channels and needs to allow end-users to create cases via inbound emails. Which table must be monitored by the Inbound Email Actions to generate sn_customerservice_case records?

A.cmn_communication_channel

B.sys_email_mailbox

C.sys_email

D.sn_customerservice_case

AnswerC

Inbound email actions evaluate records on the Email (sys_email) table as they are received to determine what action to take.

Why this answer

Inbound email actions process incoming emails and can create or update records on any table, but for CSM, they typically target the Case table (sn_customerservice_case).

Practice this question →

MCQhard

An implementation specialist is designing a Major Case Management (MCM) process. When a Major Case Candidate is promoted to a Major Case, the client wants all associated child cases to automatically inherit the work notes and resolution codes of the major case upon its closure. Which ServiceNow capability achieves this?

A.Major Case Management Synchronization Rules

B.Major Case Task Definitions

C.Case State Flows with automated field mapping

D.Problem Management Related Records UI Action

AnswerA

Correct. Synchronization rules determine which fields and notes propagate from the major case to associated child cases.

Why this answer

Major Case Management uses synchronization rules to dictate how updates, work notes, and resolution details flow between the major case and its associated child cases.

Practice this question →

MCQmedium

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?

A.Instance Diagnostic Console

B.ServiceNow instance Navigator only

C.Major Case Workbench

D.Customer Service Portal and Consumer Portal

AnswerD

Virtual Agent widgets are deployed natively on CSM portals to assist users and deflect potential cases.

Why this answer

Virtual Agent can be embedded in portals like the Customer Service Portal or Consumer Portal for automated case deflection.

Practice this question →

Multi-Selecthard

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

Select 3 answers

A.Change state to Resolved

B.Populate resolution code

C.Delete all attachments

D.Verify with customer

E.Reassign to a new group

AnswersA, B, D

The transition step.

Why this answer

Reviewing work, setting resolution code, and closing are standard steps.

Practice this question →

MCQeasy

How can a customer provide feedback on a resolved case?

A.By using the chat feature

B.By completing the Customer Satisfaction Survey

C.By emailing the administrator

D.By commenting on the knowledge article

AnswerB

Surveys are the standard mechanism for gathering feedback.

Why this answer

CSM provides a Survey feature triggered upon case resolution.

Practice this question →

MCQhard

Which of the following is a capability of 'Major Case Management'?

A.Bypassing the standard case workflow

B.Mass update of related child cases

C.Deletion of all child cases on resolution

D.Automatic creation of new child cases

AnswerB

This allows an agent to update the major case and propagate info to children.

Why this answer

Major case management allows for mass updates and synchronization of related cases.

Practice this question →

MCQeasy

Which field on the Case form is mandatory to transition a case from 'New' to 'Work in Progress' using the default CSM workflow?

A.Assigned to

B.Priority

C.Expected resolution date

D.Closure code

AnswerA

A case must be assigned to an individual or group to be worked on.

Why this answer

The Assigned to or Assignment group is typically required to progress beyond the New state.

Practice this question →

Multi-Selecthard

An administrator is setting up Case Escalation rules. Which THREE methods or triggers can be used to escalate a case? (Choose three.)

Select 3 answers

A.Automatic escalation upon every keystroke in the work notes

B.Automatic escalation whenever a customer views the portal homepage

C.Manual escalation via the 'Escalate' UI action on the Case form

D.Flow Designer or Business Rules evaluating specific business conditions

E.Automatic escalation when an SLA breaches or reaches a milestone

AnswersC, D, E

Authorized users can manually flag a case as escalated using built-in UI actions.

Why this answer

Cases can be escalated manually by agents/managers, automatically via SLA breach, or through scheduled jobs/flows evaluating criteria.

Practice this question →

MCQeasy

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?

A.Major Case Workbench

B.Case Playbook Canvas

C.Customer Service SLA Timeline

D.Related Lists (Cases related to Account)

AnswerD

The Related Lists section on the Case form provides visibility into other cases associated with the same account or contact.

Why this answer

Related lists at the bottom of the Case form display related records such as Account cases, child cases, and assets.

Practice this question →

MCQmedium

When using 'Guided Decisions' in CSM, what are they designed to do?

A.Automatically resolve cases

B.Route cases to the best agent

C.Provide agents with a decision tree to handle specific case types

D.Create knowledge articles

AnswerC

Guided decisions help agents navigate complex logic.

Why this answer

Guided Decisions provide step-by-step instructions to agents for handling complex processes.

Practice this question →

MCQmedium

If a case remains in the 'New' state despite assignment, which configuration area should be inspected first?

A.Dictionary settings

B.Business Rules

C.Assignment Rules

D.ACLs

AnswerB

Business rules often govern state changes based on field updates.

Why this answer

Business rules or flow triggers that manage the lifecycle state are often the cause of state transitions.

Practice this question →

MCQmedium

A customer service manager wants to ensure that cases created via Email are automatically assigned to the correct specialized team. Which configuration should be used to achieve this?

A.ACLs

B.Service Portal criteria

C.Business rules on the Email table

D.Assignment rules

AnswerD

Assignment rules are the standard mechanism for routing cases based on defined conditions.

Why this answer

Assignment rules use conditions to route cases to specific groups based on case attributes.

Practice this question →

MCQmedium

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?

A.Assignment Rule

B.Flow Designer

C.Escalation Rule

D.Business Rule

AnswerD

A Business Rule configured for the sn_customerservice_case table can monitor the priority field and trigger an event notification.

Why this answer

Business Rules are the standard mechanism to trigger notifications or other actions when a record is inserted or updated based on specific criteria like priority.

Practice this question →

MCQeasy

Which mechanism is used to determine if a user has access to create a case on the Customer Service Portal?

A.User Criteria

B.Scheduled Jobs

C.Assignment Rules

D.Case Templates

AnswerA

User criteria determine access to portal features like case creation.

Why this answer

User criteria or ACLs define which users can interact with specific portal records.

Practice this question →

MCQhard

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?

A.Dictionary Overrides

B.Client Scripts

C.State Model Definitions

D.Workflow Activity Properties

AnswerC

State models and state transition tables define valid path transitions from one state to another for CSM tables.

Why this answer

CSM uses Customer Service State Model configurations to restrict allowed transitions between case states.

Practice this question →

Multi-Selecthard

Which THREE of the following are valid ways to assign a case?

Select 3 answers

A.Knowledge base workflow

B.Advanced Work Assignment (AWA)

C.Assignment rules

D.Manual selection by an agent

E.System backup jobs

AnswersB, C, D

Dynamic presence-based assignment.

Why this answer

Cases can be assigned via manual entry, assignment rules, or AWA.

Practice this question →

MCQmedium

What is the result of using a 'Case Template' on a case record?

A.It archives the case

B.It changes the case owner

C.It populates fields with predefined data

D.It creates a new case

AnswerC

This is the primary function of a template.

Why this answer

Templates populate multiple fields automatically based on predefined values.

Practice this question →