CIS-CSM Sample Questions & Answers
Setting up CSM, its SLAs and targeted communications carries the most weight, next to the customer and product data model, the customer portal with knowledge and service catalog features, and the methodology behind planning and running the engagement.
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- Question 1Advanced
CSM Foundational Data Model · Customer and Contact Management
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?
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Correct answer: C
In the standard CSM Partner model, a Partner can see cases where their account is listed in the 'Partner' field on the Case record. When a Partner opens a case for a customer, the system populates the Partner field. When an End Customer opens a case, the Partner field is typically empty unless logic is added to populate it. Therefore, by default, the Partner won't see cases the End Customer creates unless the End Customer (or logic) explicitly adds the Partner to the case.
- Question 2Intermediate
CSM Configuration · SLA and Special Handling Configuration
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?
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Correct answer: A
SLA Definitions in ServiceNow include a 'Schedule' field. By selecting a business calendar (e.g., Monday-Friday 8am-5pm), the SLA engine honors this schedule. If a case is created on Saturday, the SLA timer effectively waits (does not accumulate elapsed time) until the schedule becomes active on Monday morning. This is standard configuration, not requiring custom pause conditions.
- Question 3Intermediate
CSM Configuration · SLA and Special Handling Configuration
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?
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Correct answer: B
Special Handling Notes have a 'Display as' configuration. Options typically include 'Embedded list' or 'Pop-up'. Selecting 'Pop-up' forces a modal dialog that the agent must acknowledge/dismiss, ensuring they see the critical information immediately upon opening the record.
- Question 4Beginner
Engagement Methodology and Project Planning · Implementation Best Practices
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?
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Correct answer: B
According to SIM, strategy definitions, including Data Migration Strategy, should be finalized during the Plan stage. The actual execution happens in 'Create' and 'Transition', but the strategy (what data, how much history, mapping rules) must be agreed upon during Planning to avoid scope creep and technical debt.
- Question 5Intermediate
CSM Configuration · CSM System Setup and Enablement
Which of the following describes the correct hierarchy of the CSM Case data model when utilizing the 'Case Types' plugin?
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Correct answer: B
The base CSM table is Case [sn_customerservice_case], which extends Task. When you create new Case Types (e.g., Product Case, Order Case), they are created as extensions of the base Case table. This allows them to inherit core CSM functionality (Account/Contact fields, SLA logic) while adding specific fields and flows.
- Question 6Advanced
CSM Configuration · SLA and Special Handling Configuration
A customer needs to modify the 'Escalation' functionality. Currently, when a case is escalated, it changes the state to 'Escalated'. They want to change this behavior so that the State remains 'Open', but an 'Escalation Flag' is set to true and the Priority is raised to High. Where should this logic be configured?
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Correct answer: A
CSM uses 'Escalation Templates' to define the actions taken when an escalation is triggered. The template defines the fields to update (e.g., State, Priority, custom flags). To meet the requirement, you would modify the template to remove the State change and add the Priority/Flag changes.
- Question 7Intermediate
CSM Foundational Data Model · Customer and Contact Management
True or False: In the CSM B2B data model, a single Contact record can be associated with multiple Account records, allowing the user to switch between accounts on the portal without needing multiple logins.
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Correct answer: A
True. CSM supports a 'Contact Relationship' model where one Contact (user) can have relationships with multiple Accounts. On the portal, the user can select which Account context they are currently acting under.
- Question 8Advanced
CSM Configuration · Routing and Assignment Rules Configuration
You are tasked with configuring 'Skills-based Routing' for a support team. The requirement is that the system should look for an agent who matches ALL required skills for a case. If no such agent is available, it should drop the least important skill and retry. Which feature of Assignment Rules or AWA handles this logic?
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Correct answer: C
In AWA Assignment Rules, there is a specific configuration to 'Relax skill requirements' (often handled via Assignment Eligibility timing). You can define that initially, exact skill matching is required, but after a set duration, the system can relax the check to allow agents with fewer skills to accept the work, preventing indefinite wait times.
- Question 9Beginner
CSM Portal, Knowledge Management, Service Catalog, Communities, and Performance Analytics · Service Catalog and Communities
Which ServiceNow CSM application allows external customers to ask questions, share knowledge, and collaborate with peers, while allowing agents to harvest solutions to create official Knowledge Articles?
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Correct answer: B
ServiceNow Customer Communities is the specific application that provides forums, Q&A, and peer collaboration. A key feature is 'Knowledge Harvesting', where successful community answers can be converted into structured Knowledge Base articles by agents.
- Question 10Intermediate
CSM Portal, Knowledge Management, Service Catalog, Communities, and Performance Analytics · Service Catalog and Communities
A business requirement states that agents should be able to create a Case directly from a Community discussion thread if the discussion indicates an unresolved product defect. What configuration is required to enable this?
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Correct answer: A
Integration between Communities and Case Management involves UI Actions (often labeled 'Create Case') available to moderators or agents on the Community content records (like Questions or Threads). This maps the community content to the Description/Short Description of a new Case.
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