ServiceNow CIS-CSM Practice Exam

• A. Product model
• B. Entitlement template
• C. Service contract
• D. Install base item Correct answer

Option D is correct because an install base item records a specific product unit that an account purchased, which is what lets an agent tie a case to that unit. The product model (A) describes the product in general, not the customer's unit. An entitlement template (B) defines coverage terms, and a service contract (C) defines the commercial agreement.

• A. Entitlement for the purchased support
• B. Account for the customer company Correct answer
• C. Contact for the reporting person Correct answer
• D. Consumer for the reporting person
• E. Install base item for the covered product

Options B and C are correct because in a business-to-business model a case carries the Account for the customer company and the Contact for the person who reported the issue. Consumer records belong to the business-to-consumer model, so they do not identify the reporter here. An entitlement describes the support purchased and an install base item describes a covered product; neither identifies the customer company or the reporter.

• A. Consumer
• B. Contact
• C. Account Correct answer
• D. Household

Option C is correct because in a business-to-business model the Account record represents the supported company. A contact is a person at that company, a consumer is an individual customer in a business-to-consumer model, and a household groups consumers.

• A. Consumer Correct answer
• B. Partner
• C. Contact
• D. Account

Option A is correct because the Consumer record represents an individual customer with no company behind them. A contact belongs to an account, and an account is a company, so those do not fit a business-to-consumer model.

• A. A case template that fills Assigned to with one agent
• B. A data lookup rule that maps case language to a group
• C. An assignment rule that sets Assignment group to Japanese Support
• D. An AWA queue with skill-based routing and agent capacity Correct answer

Option D is correct because an AWA queue with skill-based routing and agent capacity offers work only to available agents who have the Japanese skill and are under their open-work limit, regardless of group. A case template (A) fixes one agent, and an assignment rule (C) sets a single group. A data lookup rule (B) maps values to a group but does not check skills, availability or capacity.

• A. Interaction
• B. Task Correct answer
• C. Incident
• D. Request

Option B is correct because the CSM case table extends the Task table, so cases inherit task fields such as state, assignment and SLA handling. Incident (C) belongs to ITSM, and Request (D) is part of the request and catalog model. Interaction (A) is a separate table that records customer contacts.

• A. A customer service task for the call
• B. A special handling note on the account
• C. A case closed during the call
• D. An interaction record for the call Correct answer

Option D is correct because an interaction record logs a contact such as a phone call in the customer's history without needing a case. Opening and closing a case (C) or a customer service task (A) creates work records that the scenario does not call for. A special handling note (B) flags account instructions and does not record a call.

• A. Contact record for each employee
• B. Install base item for each product Correct answer
• C. Consumer record for each buyer
• D. Product model for each catalog product
• E. Entitlement for each support service Correct answer

Options B and E are correct because an install base item ties an account to a specific product it owns, and an entitlement defines the support the account is owed on it. A contact is a person, a consumer is a business-to-consumer customer record, and a product model is a catalog definition; none of them link an account to its owned products and the support owed.

• A. Move the closed case back to the Open state
• B. Create a new case that references the closed case Correct answer
• C. Reopen the case from the Resolved state
• D. Set the case to Awaiting Info to collect more details

Option B is correct because the stem states that no state change out of Closed is allowed and the case closed automatically 3 days after resolution, so on Friday it is already Closed. The agent therefore creates a new case that references the closed one. Moving the closed case back to Open is not allowed by the stated flow. Reopening from Resolved or setting Awaiting Info is not possible either, because the case has already left the Resolved state.

• A. Escalate each case to the support manager
• B. Make one case the parent and link the rest as children
• C. Create a major issue and link the affected cases to it Correct answer
• D. Publish a knowledge article and attach it to the cases

Option C is correct because a major issue is the record that links many cases about the same outage and lets the contacts on those cases be notified. A parent and child structure (B) groups cases but is not designed for notifying affected customers. Escalating each case (A) creates no shared record, and a knowledge article (D) informs but does not link the cases.

• A. Customer service task for follow-up Correct answer
• B. Change request for a planned platform fix
• C. Work order for an on-site visit
• D. Child case for a related issue Correct answer

Options A and D are correct because, with only Customer Service Management active, an agent can create a customer service task and a child case from a case to track related work. The stem rules out Field Service Management, so a work order for an on-site visit is not available. The stem also states there is no Change Management integration, so under the rules given in the stem a change request is not something the agent creates from the case.

• A. A data policy blocks Resolved while the customer has not replied
• B. A field ACL hides Resolved from agents who are not the assignee
• C. A UI policy removes Resolved until a resolution code is entered
• D. The state flow has no transition from Awaiting Info to Resolved Correct answer

Option D is correct because the state flow in the stem lists no transition from Awaiting Info to Resolved, so the State choices offered from Awaiting Info do not include Resolved. The data policy, field ACL and UI policy options describe rules the stem never mentions, and none of them would explain a choice missing only in this state.

• A. 12:00
• B. 15:30
• C. 13:00
• D. 14:30 Correct answer

Option D is correct because the SLA runs from 09:00 to 10:00, which uses 1 hour, then pauses in Awaiting Info until 12:30. The remaining 2 hours then run from 12:30, so the breach is at 14:30. 12:00 and 13:00 ignore the pause, and 15:30 counts the pause as if the clock stopped for an extra hour.

• A. A case template for resolved cases
• B. A survey definition with its questions Correct answer
• C. A targeted communication for the contact
• D. A trigger condition on the case table Correct answer
• E. An assignment rule for resolved cases

Options B and D are correct because an automatic survey needs a survey definition with its questions, and a trigger condition on the case table that fires when the case moves to Resolved. A case template, a targeted communication and an assignment rule do not define the survey content or the moment it is sent, so they are not what the implementer defines for this requirement.

• A. 3
• B. 4
• C. 5 Correct answer
• D. 7

Option C is correct because the report lists breached Task SLA records grouped by task, so each case counts once however many of its SLAs breached. Four response breaches plus three resolution breaches make seven SLA records, but two cases breached both, so they fall into the same groups: 4 + 3 - 2 = 5 cases. Options A and B undercount the cases, and option D counts the breached SLA records instead of the groups.

• A. All cases that match the report conditions Correct answer
• B. Cases belonging to the accounts the recipient manages
• C. Cases that the recipient opened or was assigned personally
• D. Cases assigned to the recipient's own assignment groups

Option A is correct because of the rule stated in the question: the schedule runs as the report owner, who can read every case. The report is generated once under that identity, so all 30 managers receive the same content, namely every case that matches the report conditions. Options B, C and D would need the report to be filtered for each recipient, which does not follow when the run-as user is a single administrator.

• A. Attach the case to a published article
• B. Link the case to a major issue record
• C. Copy the resolution notes into a work note
• D. Create a knowledge article from the case Correct answer

Option D is correct because creating a knowledge article from the case produces a draft in the chosen knowledge base, which then follows that base's review and publish workflow. Attaching the case to a published article (A) uses content that already exists. A major issue link (B) and a work note (C) do not create an article.

• A. How many users rated an article helpful
• B. How often customers view an article on the portal
• C. Article content against defined quality checks Correct answer
• D. How long ago an article was last reviewed

Option C is correct because the Article Quality Index checks article content against defined quality checks, such as formatting and completeness. Helpful ratings (A), portal views (B) and review age (D) are usage or lifecycle measures, not content-quality checks.

• A. A block is published as an article in its own knowledge base
• B. A block holds content reused in several articles Correct answer
• C. Editing a block updates the articles that use it Correct answer
• D. A block sets which users can read an article
• E. A block defines synonyms for portal search

Options B and C are correct because a knowledge block holds content that is reused across several articles, and editing the block updates every article that uses it. A block is not published as its own article in a knowledge base (A). Read access is set by user criteria (D), and portal search synonyms are configured separately (E).

• A. Task-based SLA definitions and timers Correct answer
• B. Knowledge bases with article publishing Correct answer
• C. Install base item tracking for sold products
• D. Account relationship records between customer accounts
• E. Entitlement verification against the contact's account contracts

Options A and B are correct because SLA definitions and timers work on Task-based records, and knowledge bases with article publishing are a platform capability that CSM reuses. Install base tracking, account relationships and entitlement verification are CSM-specific records and logic rather than platform services reused by CSM.