CIS-CSM sample questions

Question 1

A global telecommunications provider uses ServiceNow CSM to manage support for both Business (B2B) and Individual (B2C) customers. The provider requires a specific routing logic where B2B cases are routed based on the Account's 'Support Tier' field, while B2C cases are routed based on the 'Language' and 'Skill' of the available agent. Which configuration approach provides the MOST scalable and maintainable solution within Advanced Work Assignment (AWA)?

Accepted Answer

Define a single Service Channel for Cases, create two Queue records with distinct Condition filters (one for B2B, one for B2C), and configure specific Assignment Eligibility rules for each Queue.

Answer

Create two separate Service Channels, one for B2B and one for B2C, and define unique Assignment Rules for each channel.

Answer

Use a single Queue for all cases and implement a scripted Assignment Rule that queries the Account table to determine the routing path dynamically.

Answer

Configure Matching Rules in the Assignment Workbench to prioritize Account Support Tier for all incoming cases, adding Language as a secondary criterion.

Question 2

An implementation consultant is designing the data model for a medical device manufacturer. The manufacturer sells MRI machines (Assets) to Hospital Networks (Accounts). Each MRI machine has specific software modules installed that are licensed separately. The support team needs to track the specific version of the software installed on each physical machine to determine entitlement. Which data model structure accurately reflects this requirement?

Accepted Answer

Define the MRI machine as an Install Base Item and the software modules as Sold Products related to the Install Base Item.

Answer

Create the MRI machine as an Asset and the software modules as Child Assets.

Answer

Use the Configuration Item (CI) class for the MRI machine and add the software versions as attributes on the CI record.

Answer

Create a Product Model for the MRI machine and list the software modules as 'Compatible Parts' in the Product Catalog.

Question 3

A customer service organization wants to implement 'Proactive Customer Service Operations'. They need to automatically create cases for impacted customers when a network outage (Incident) is detected on a shared piece of infrastructure. Which ServiceNow CSM feature orchestrates this process and what is the primary trigger?

Accepted Answer

Proactive Case flows; triggered by an Incident impacting an Install Base Item or Service offering.

Answer

Major Incident Management; triggered by promoting an Incident to a Major Incident.

Answer

Targeted Communications; triggered manually by the Communication Manager.

Answer

Flow Designer; triggered by a scheduled job checking for outages.

Question 4

You are configuring Entitlements for a software company. Customers purchase a support contract that includes 100 support hours per year. When a case is closed, the system must deduct the actual time worked from the entitlement. If the remaining hours reach zero, new cases should be blocked or flagged. Which configuration steps are required to achieve this? (Select TWO)

Accepted Answer

Set the Entitlement 'Unit' field to 'Hours'.

Accepted Answer

Configure the 'Entitlement Consumption' logic to calculate deduction based on the 'Actual Time Worked' field upon Case Resolution.

Answer

Configure a Business Rule to sum 'Time Worked' entries on the Case and update the Entitlement's 'Remaining Units'.

Answer

Set the Entitlement 'Type' to 'Total Duration'.

Answer

Ensure the 'Per Unit' flag is unchecked on the Contract.

Question 5

A major retailer uses the Consumer Service Portal. They want to ensure that knowledge articles related to 'Premium Electronics' are ONLY visible to consumers who have registered a Premium Electronic product in their profile. How should the Knowledge Base be configured to enforce this restriction dynamically?

Accepted Answer

Enable 'Knowledge Product Entitlements' and map the Knowledge Articles to the specific Product Models.

Answer

Create a User Criteria record with a script that queries the Consumer's Install Base and apply it to the Knowledge Base 'Can Read' list.

Answer

Use 'Related Products' on the Knowledge Article and configure a UI Policy on the Portal to hide non-matching articles.

Answer

Create a separate Knowledge Base for Premium Electronics and protect it with a Role that is assigned via a Flow when a product is registered.

Question 6

Case Study: TechFlow Solutions

TechFlow Solutions is deploying ServiceNow CSM. They have a requirement to support a complex B2B partner model.

Scenario: TechFlow has 'Partners' who manage support for 'End Customers'.

Partners need to view cases they create for themselves.
Partners need to view cases they create on behalf of End Customers.
Partners should NOT view cases the End Customer creates directly unless the End Customer explicitly grants permission.

Which CSM relationship configuration satisfies these requirements?

Accepted Answer

Use the standard Partner relationship. For requirement #3, rely on the standard behavior where Partners only see cases where the 'Partner' field is populated. Ensure the End Customer portal widget does not auto-populate the Partner field.

Answer

Configure a 'Partner' relationship between the Partner Account and End Customer Account. Set the 'Case Visibility' on the relationship to 'Partner'.

Answer

Establish an Account Relationship record. Use the 'Responsibility Definitions' to control access, ensuring the Partner contact has the 'Partner Admin' role but restricting read access via ACLs based on the 'Created by' field.

Answer

Create a custom Many-to-Many relationship table between Partner Contacts and Customer Cases and use a Query Business Rule to enforce visibility.

Question 7

During a CSM implementation workshop, the client states that their 'Gold' support tier customers must have a 'Response Time' SLA of 1 hour and a 'Resolution Time' SLA of 4 hours. However, if the case is opened on a weekend, the timer should not start until Monday 8 AM. How should you configure the SLA Definition to meet this requirement?

Accepted Answer

Define the SLA Duration as 1 hour/4 hours and select a 'Schedule' (e.g., 8-5 Weekdays) in the SLA Definition. The SLA engine will automatically pause calculation outside of these hours.

Answer

Create a Pause Condition in the SLA Definition: 'Day of week is Saturday OR Sunday'.

Answer

Use a Relative Duration script to calculate the breach time based on the Created date.

Answer

Configure a Flow Designer trigger to update the 'SLA Due' field only during business hours.

Question 8

A system administrator needs to configure 'Special Handling Notes' to alert agents when they open a case for a customer who has a documented history of abusive behavior. The alert should appear as a pop-up window that must be dismissed. Which configuration setting controls this display behavior?

Accepted Answer

Configure the 'Display as' field to 'Pop-up' in the Special Handling Notes configuration record.

Answer

Set the 'Priority' field to 'Critical' on the Note.

Answer

Enable the 'Mandatory Acknowledgement' system property.

Answer

This requires a Client Script to trigger a `spModal` alert.

Question 9

You are utilizing the ServiceNow Implementation Methodology (SIM) for a CSM project. At which stage of the project lifecycle should you define the 'Data Migration Strategy' for moving legacy Case and Account data into ServiceNow?

Accepted Answer

Plan

Answer

Initiate

Answer

Create

Answer

Transition

Question 10

Which of the following describes the correct hierarchy of the CSM Case data model when utilizing the 'Case Types' plugin?

Accepted Answer

Case Types extend the Case [sn_customerservice_case] table, which extends the Task [task] table.

Answer

All Case Types extend the Task [task] table directly.

Answer

Case Types are not separate tables but are distinguished by the 'Category' field on the Case table.

Answer

Case Types extend the Incident [incident] table to leverage ITSM workflows.

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