I85PREP
⌘ K
ServiceNow CIS-CSM study materials
ServiceNow CIS-CSM study resources

ServiceNow CIS-CSM practice questions

One question at a time. Build your ServiceNow CIS-CSM understanding.

First 50 of 200 questions. Each one lists the choices, the correct answer, and an explanation. The checker at the top of this page saves progress in this browser when it is available.

Continue in the practice tool above to load more questions, 50 at a time.

Question 1Customer Service Management Fundamentals

Which ServiceNow table stores customer service cases in the CSM application?

  1. task_sla
  2. sn_csm_incident
  3. sn_customerservice_task
  4. sn_customerservice_case Correct answer.

Explanation

Customer service cases are stored in the sn_customerservice_case table, which extends the task table. Incidents, case tasks, and SLA records are stored in separate tables used for different purposes.

Question 2Customer Service Management Fundamentals

Which role lets a contact at a customer account view and create cases in the customer service portal?

  1. sn_customerservice_consumer
  2. sn_customerservice.admin
  3. sn_customerservice.customer Correct answer.
  4. sn_customerservice_agent

Explanation

The sn_customerservice.customer role is intended for contacts at customer accounts who use the portal. Agent, consumer, and admin roles serve different audiences and purposes.

Question 3Customer Service Management Fundamentals

Which CSM record represents an individual retail customer who is not associated with a company account?

  1. Consumer Correct answer.
  2. Entitlement
  3. Account
  4. Contact

Explanation

Consumers represent individual B2C customers and are not tied to a company account. Contacts belong to accounts, and entitlements define support coverage rather than customer identity.

Question 4Customer Service Management Fundamentals

Which CSM record defines the level of support a customer is entitled to receive and can determine whether an SLA applies?

  1. Service contract
  2. Entitlement Correct answer.
  3. Sold product
  4. Case task

Explanation

An entitlement defines the support level for a customer and can drive whether and which SLAs apply. Service contracts provide contractual context, while sold products and case tasks are different record types.

Question 5Customer Service Management Fundamentals

Which interface is purpose-built for customer service agents to manage cases, accounts, and knowledge in one place?

  1. CSM Agent Workspace Correct answer.
  2. System Log
  3. Service Catalog
  4. Customer Service Portal

Explanation

CSM Agent Workspace is the agent-facing interface for handling case work across records. The customer service portal is customer-facing, and the service catalog and system log serve unrelated functions.

Question 6Customer Service Management Fundamentals

Which case state indicates that the agent has completed the work but the case may still be reopened?

  1. Resolved Correct answer.
  2. New
  3. Closed
  4. Work in Progress

Explanation

Resolved means the work is complete but the case can still be reopened if the customer replies. Closed is final, New is unworked, and Work in Progress is active handling.

Question 7Customer Service Management Fundamentals

What does an Account record represent in the CSM data model?

  1. A single customer support case
  2. A company that is a customer Correct answer.
  3. A knowledge article for customers
  4. A contract for support services

Explanation

An account represents a company or organization that is a customer. Contacts are people at the account, and cases, contracts, and knowledge articles are separate records.

Question 8Customer Service Management Fundamentals

Which channel can automatically create a customer service case when a customer sends an email to a configured support address?

  1. Customer service portal
  2. Inbound email Correct answer.
  3. Virtual Agent
  4. Walk-in

Explanation

Inbound email actions can create cases when messages arrive at a configured support address. Portal, Virtual Agent, and walk-in are separate channels that require different setup.

Question 9Customer Service Management Fundamentals

How is the priority of a customer service case determined when impact and urgency are recorded?

  1. From the count of related open cases
  2. From the account's active service contract record
  3. From impact and urgency on the priority matrix Correct answer.
  4. From the agent's assignment group membership

Explanation

Priority is normally derived from impact and urgency through a priority matrix. Contract dates, related case counts, and assignment groups do not determine priority.

Question 10Customer Service Management Fundamentals

A contact reports an issue with a product that is not covered by any active entitlement. What is the most likely CSM outcome?

  1. The account is automatically closed by the system
  2. The case cannot be saved until an entitlement exists
  3. The case is created without entitlement-based SLAs Correct answer.
  4. The product is added to the install base automatically

Explanation

A case can still be created when no entitlement matches, but entitlement-driven SLAs and support terms may not apply. The system does not block the case or automatically close the account.

Question 11Customer Service Management Fundamentals

Which CSM capability routes cases to agents based on skills, capacity, and availability?

  1. Case templates that prefill case fields
  2. Advanced Work Assignment Correct answer.
  3. Assignment rules based on case conditions
  4. Service contracts that define support terms

Explanation

Advanced Work Assignment uses skills, capacity, and availability to route work. Assignment rules use case conditions, templates prefill fields, and contracts define support terms.

Question 12Customer Service Management Fundamentals

Which CSM record represents a product that a customer has purchased and is using in their environment?

  1. Service contract line item
  2. Case task assignment record
  3. Entitlement definition record
  4. Install base item record Correct answer.

Explanation

Install base items represent products a customer owns and uses. Entitlements define support, contracts define terms, and case tasks are work items.

Question 13Customer Service Management Fundamentals

Which CSM feature groups multiple related cases under a single high-impact event so they can be tracked and communicated together?

  1. Service catalog
  2. Knowledge base
  3. Major issue Correct answer.
  4. Case template

Explanation

Major issue management consolidates related cases under one high-impact event for tracking and communication. Templates, catalog items, and knowledge articles do not group cases this way.

Question 14Customer Service Management Fundamentals

A contact at a customer account needs to view all cases raised by colleagues at the same account. What controls this access?

  1. Account relationship plus customer role Correct answer.
  2. Service contract coverage on the case
  3. Consumer record ownership on the case
  4. Agent assignment group membership

Explanation

Portal access for a contact depends on the contact's relationship to the account and the customer role. Consumer records apply to B2C users, and agent or contract data do not grant portal access.

Question 15Customer Service Management Fundamentals

Which feature provides agents with a guided sequence of steps and activities to resolve a case consistently?

  1. Playbook Correct answer.
  2. Advanced Work Assignment
  3. Service contract
  4. Entitlement

Explanation

A playbook guides agents through ordered steps and activities. Advanced Work Assignment routes work, while contracts and entitlements define coverage.

Question 16Customer Service Management Fundamentals

While an agent works a case, which feature recommends knowledge articles and similar resolved cases?

  1. SLA definitions
  2. Agent Assist Correct answer.
  3. Service catalog
  4. Case templates

Explanation

Agent Assist surfaces knowledge articles and similar resolved cases while an agent works. Catalog items, templates, and SLA definitions serve other purposes.

Question 17Customer Service Management Fundamentals

What happens when a customer service case is closed?

  1. It becomes read-only Correct answer.
  2. It is deleted after 30 days
  3. It returns to the New state
  4. It requires customer approval

Explanation

A closed case is final and read-only; it cannot be reopened, so a new case is needed for a recurring issue. It is not deleted, reset, or sent for approval.

Question 18Customer Service Management Fundamentals

Which table stores the SLA records that are attached to a customer service case?

  1. sn_customerservice_case
  2. sys_attachment
  3. contract_sla
  4. task_sla Correct answer.

Explanation

SLA instances attached to cases are stored in task_sla. The case table stores the case, contract_sla stores SLA definitions, and sys_attachment stores files.

Question 19Customer Service Management Fundamentals

Which field on a case identifies the specific product the customer needs help with?

  1. Priority
  2. Assignment group
  3. Product Correct answer.
  4. Service contract

Explanation

The Product field identifies the product the customer needs help with. Assignment group and priority are routing and urgency fields, and service contract defines coverage.

Question 20Customer Service Management Fundamentals

How can two customer service cases be linked so agents can see that they concern the same underlying issue?

  1. By leaving both in the New state
  2. By using the related cases list Correct answer.
  3. By setting the same priority on both
  4. By assigning both to one agent

Explanation

Related cases let agents connect cases that share an underlying issue. Assigning the same agent, state, or priority does not formally link the records.

Question 21Customer Service Management Fundamentals

Which set of conditions best determines whether an entitlement applies to a customer service case?

  1. Active entitlement matching account, product, and contract Correct answer.
  2. Entitlement assigned to the agent who is working the case
  3. Entitlement that carries the same priority as the case record
  4. Entitlement created during the same month as the case record

Explanation

An entitlement applies when it is active and matches the case's account or consumer, product, and active service contract. Agent assignment, case priority, and creation date do not determine entitlement eligibility.

Question 22Customer Service Management Fundamentals

A consumer reports an issue through the portal. Which statement about the resulting case is correct?

  1. It cannot have any SLA applied to the case
  2. It must be linked to a parent customer account
  3. It must be linked to a major issue record
  4. It links to the consumer, not an account contact Correct answer.

Explanation

Consumer cases are linked to the consumer record rather than an account contact. They can still have SLAs and do not require a parent account or major issue.

Question 23Customer Service Management Fundamentals

After a case has been resolved and the customer confirms the fix, which action moves it to a final, non-editable state?

  1. Change it to Awaiting Info
  2. Close the case Correct answer.
  3. Create a new case
  4. Reopen the case

Explanation

Closing moves a resolved case to a final, non-editable state. Reopening returns it to active work, Awaiting Info pauses it, and creating a new case starts a separate record.

Question 24Customer Service Management Fundamentals

When a major issue is declared, what is the primary purpose of linking related cases to it?

  1. To communicate one resolution across affected customers Correct answer.
  2. To delete duplicate cases automatically
  3. To reset all linked cases to New
  4. To assign every linked case to one agent

Explanation

Linking cases to a major issue lets the organization track and communicate one resolution to all affected customers. It does not delete, reset, or force a single agent assignment.

Question 25Customer Service Management Fundamentals

Which statement describes the CSM Configurable Workspace?

  1. It disables Advanced Work Assignment routing
  2. Built with UI Builder for tailored layouts Correct answer.
  3. It replaces the case table with incident records
  4. It is available only to consumers in the portal

Explanation

The CSM Configurable Workspace is built with UI Builder and allows tailored agent layouts. It does not replace the case table, target consumers, or disable AWA.

Question 26Customer Service Management Fundamentals

In Customer Service Management, which record represents an issue, question, or request reported by a customer?

  1. Incident
  2. Problem
  3. Change request
  4. Case Correct answer.

Explanation

The case is the central CSM record for anything a customer reports, and it carries the customer, product, description, and all resolution activity. Incident, problem, and change belong to IT Service Management processes rather than the customer-facing workflow.

Question 27Customer Service Management Fundamentals

Which CSM record represents an individual who buys and uses products directly, without belonging to a business account?

  1. Consumer Correct answer.
  2. Installed product
  3. Contact
  4. Account

Explanation

The consumer record models a business-to-consumer customer: a person who owns products but is not part of a company account. A contact, by contrast, is a person who belongs to an account.

Question 28Customer Service Management Fundamentals

Which field on a Contact record identifies the business organization the person belongs to?

  1. Household
  2. Department
  3. Account Correct answer.
  4. Consumer

Explanation

Every contact is tied to a company through the Account field, which is how CSM knows that several people work for the same customer organization. Cases raised by any of those contacts can then inherit the account's contracts and entitlements.

Question 29Customer Service Management Fundamentals

A case has just been created from the customer portal and no agent has begun work on it. Which state is it in?

  1. Awaiting Info
  2. New Correct answer.
  3. Open
  4. Resolved

Explanation

A newly created case starts in the New state and remains there until an agent picks it up, at which point it typically moves to Open. The Awaiting Info and Resolved states reflect later points in the case lifecycle.

Question 30Customer Service Management Fundamentals

Which case field's entries are visible to the customer in the customer service portal?

  1. Audit log
  2. Additional comments Correct answer.
  3. Internal notes
  4. Work notes

Explanation

Additional comments are customer-facing and appear in the portal and in customer notifications. Work notes are internal and visible only to agents and other fulfillers working the case.

Question 31Customer Service Management Fundamentals

Which role is designed for the people who work customer service cases?

  1. sn_customerservice.consumer
  2. sn_incident_manager
  3. sn_change_manager
  4. sn_customerservice_agent Correct answer.

Explanation

The sn_customerservice_agent role grants the access needed to work CSM cases, including reading customer records and updating case details. The consumer role is the portal end-user role, and the other roles belong to different IT processes.

Question 32Customer Service Management Fundamentals

Which case field holds a brief one-line summary used in lists and reports?

  1. Work notes
  2. Description
  3. Resolution notes
  4. Short description Correct answer.

Explanation

Short description is the concise summary shown in list views, reports, and notifications. The description field holds the detailed narrative of the customer's issue.

Question 33Customer Service Management Fundamentals

Which feature gives customers a self-service web interface to submit and track cases?

  1. Knowledge base
  2. Customer service portal Correct answer.
  3. Agent workspace
  4. Service catalog

Explanation

The customer service portal lets customers create cases, add comments, and check status without contacting an agent. The service catalog, knowledge base, and agent workspace serve different purposes in the support experience.

Question 34Customer Service Management Fundamentals

Which record type associates a customer or their product with the support coverage they purchased and is used to validate whether a case is covered?

  1. Installed product
  2. SLA definition
  3. Case task
  4. Entitlement Correct answer.

Explanation

An entitlement records the support a customer is covered by, such as the covered products and coverage dates, and is evaluated when a case is created. SLA definitions define time targets used to measure performance rather than purchased coverage.

Question 35Customer Service Management Fundamentals

An agent must have part of a case's work done by a specialist team while the case stays with the agent. Which record should be created?

  1. A knowledge article
  2. A case task Correct answer.
  3. A major case
  4. A child account

Explanation

A case task is a child work item that can be assigned to another team while the parent case keeps its owner, state, and SLA tracking. Creating a separate case would split the work and lose the single view of the customer issue.

Question 36Customer Service Management Fundamentals

Which feature provides pre-written, reusable replies that agents can insert into customer responses?

  1. Knowledge blocks
  2. Playbooks
  3. Response templates Correct answer.
  4. Notifications

Explanation

Response templates store approved wording that agents insert into customer-facing comments and emails, keeping replies consistent and saving typing time. They are reusable content rather than routing or delivery logic.

Question 37Customer Service Management Fundamentals

Which record groups consumers who live at the same address so agents can view their related cases together?

  1. Service organization
  2. Account team
  3. Household Correct answer.
  4. Consumer group

Explanation

A household groups consumers who share a residence, letting agents see that several cases belong to the same family unit. Accounts and service organizations model business relationships instead of residential groupings.

Question 38Customer Service Management Fundamentals

Where are standing instructions such as 'always verify identity before discussing account details' stored so agents see them on every case for that customer?

  1. Case task
  2. Special handling notes Correct answer.
  3. Resolution code
  4. Work notes

Explanation

Special handling notes on the account, contact, or consumer record display prominently on cases and communicate sensitivities or required handling steps. Work notes and resolution fields belong to an individual case and are not reused automatically.

Question 39Customer Service Management Fundamentals

A case is in the Resolved state and the customer replies that the problem has returned. What typically happens?

  1. It is archived permanently
  2. It returns to an open state Correct answer.
  3. It is duplicated
  4. It stays resolved until an agent closes it

Explanation

A customer reply on a resolved case reopens it so the agent can continue working, returning the case to an active state. Closing is a separate, later step that ends the case lifecycle.

Question 40Customer Service Management Fundamentals

Which field identifies the team responsible for resolving a case?

  1. Opened for
  2. Assigned to
  3. Account
  4. Assignment group Correct answer.

Explanation

The assignment group field holds the queue or team that owns the work, while Assigned to names the individual agent currently working it. Routing rules and workload balancing typically populate the group.

Question 41Customer Service Management Fundamentals

Which record describes a manufacturer's generic make and model, independent of any customer's specific unit?

  1. Installed product
  2. Entitlement
  3. Product model Correct answer.
  4. Asset

Explanation

A product model represents the generic make and model that many customers may own, and installed products reference it to record the specific units a given customer has. Assets and entitlements describe ownership or coverage rather than the generic model definition.

Question 42Customer Service Management Fundamentals

Which field links a subsidiary account to the larger company it belongs to?

  1. Service organization
  2. Parent account Correct answer.
  3. Entitlement
  4. Household

Explanation

The Parent account field builds the account hierarchy so a subsidiary points to the company above it. This lets reporting and ownership roll up to the parent while each entity keeps its own contacts and cases.

Question 43Customer Service Management Fundamentals

Which term describes raising the priority and visibility of a case that is at risk of breaching its commitment?

  1. Reopening
  2. De-escalation
  3. Escalation Correct answer.
  4. Reassignment

Explanation

Escalation raises a case's profile, often its priority and notification list, when time targets or customer impact demand attention. The other terms describe different lifecycle actions on a case.

Question 44Customer Service Management Fundamentals

Which case state should an agent set when the next step depends on information only the customer can provide?

  1. Awaiting Info Correct answer.
  2. Open
  3. New
  4. Resolved

Explanation

Awaiting Info signals that work is blocked until the customer responds, and it is frequently used as an SLA pause condition. New, Open, and Resolved describe other points in the case lifecycle.

Question 45Customer Service Management Fundamentals

Which tool would a CSM manager use to trend case volume and SLA compliance over time?

  1. Performance Analytics Correct answer.
  2. Case task
  3. Guided Decisions
  4. Advanced Work Assignment

Explanation

Performance Analytics provides historical indicators, trends, and dashboards for measures such as case volume and SLA attainment. Routing and process-guidance features act on individual work items rather than reporting on trends.

Question 46Customer Service Management Fundamentals

CSM cases inherit assignment, SLA, and workflow behavior from which table?

  1. task Correct answer.
  2. problem
  3. sn_customerservice_entitlement
  4. incident

Explanation

The CSM case table extends the task table, so a case gains task-level capabilities such as assignment fields, task SLAs, and workflow context. Incident and problem are sibling task extensions used for other ITIL processes.

Question 47Customer Service Management Fundamentals

An account owns three printers of the same model, and a case concerns one of them. How many product model and installed product records are typically involved?

  1. One product model and one installed product
  2. Three product models and one installed product
  3. Three product models and three installed products
  4. One product model and three installed products Correct answer.

Explanation

The product model is defined once for a given make and model, while each physical unit the customer owns gets its own installed product record. The case references the installed product for the specific unit in question.

Question 48Customer Service Management Fundamentals

Which statement best distinguishes an entitlement from an SLA definition?

  1. An entitlement defines purchased coverage; an SLA defines time targets. Correct answer.
  2. An entitlement is a timer that measures how long a case has been open.
  3. An entitlement and an SLA definition are the same record used in different modules.
  4. An entitlement applies only to consumers, while SLAs apply only to accounts.

Explanation

An entitlement records what support the customer is covered by, such as covered products and coverage dates, and is evaluated to confirm a case is supported. An SLA definition supplies the time targets that are then measured by task SLAs against that work.

Question 49Customer Service Management Fundamentals

Which field on a task SLA record shows whether the timer is running, paused, or complete?

  1. Business hours
  2. Stage Correct answer.
  3. Duration
  4. Pause condition

Explanation

The Stage field on a task SLA holds values such as In progress, Paused, Completed, and Cancelled, which is how the live condition of the timer is reported. Duration, pause conditions, and business hours are configuration inputs rather than status.

Question 50Customer Service Management Fundamentals

A resolved case receives no customer response, and CSM later moves it to Closed on its own. Which term describes this behavior?

  1. Reopening
  2. Auto-closure Correct answer.
  3. Reassignment
  4. Escalation

Explanation

Auto-closure moves resolved cases to Closed after a configured waiting period when the customer neither replies nor reopens them. This keeps the active backlog accurate without requiring agent effort.