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Certified Implementation Specialist - Customer Service Management Practice Test

Servicenow-CIS-CSM exam Format | Course Contents | Course Outline | exam Syllabus | exam Objectives

Exam Code: CIS-CSM
Exam Name: Servicenow Certified Implementation Specialist - Customer Service Management
Exam Format: Approximately 60 questions
Exam Type: multiple-choice
Exam Time: 90-130 minutes
Passing: Pass/fail scoring system
Passing Score: 60-70%
Prerequisites: Completion of ServiceNow’s Customer Service Management Fundamentals and Customer Service Management Implementation training courses.
Delivery: Online proctored or at an authorized testing center via Webassessor.

1. Engagement Methodology and Project Planning (10-15%)
- Now Create Methodology: ServiceNow’s prescriptive methodology for implementations, including sequential project phases (e.g., Initiate, Plan, Execute, Close) and exit gates.
- Project Phases and Team Responsibilities: Defining roles (e.g., project manager, technical consultant, business analyst) and responsibilities across project phases.
- Implementation Approaches: Strategies to ensure upgradability, scalability, and maintainability of the CSM application.
- Customer Engagement: Techniques for working with clients to gather requirements, manage expectations, and ensure successful adoption.

- Now Create: ServiceNow’s framework for guiding implementations with best practices and accelerators.
- Exit Gates: Checkpoints to ensure project milestones are met before moving to the next phase.
- Scalability: Designing solutions that can handle increased demand without performance degradation.
- Upgradability: Ensuring customizations align with ServiceNow’s upgrade paths to avoid issues in future releases.

2. Customer Service Management System Setup and Configuration (20-25%)
- CSM Application Overview: Understanding the scope and capabilities of the CSM module.
- Case Management: Configuring case types, case creation (from Customer Service Application, Contact, Account, or Chat), and workflows.
- Account and Contact Management: Setting up customer hierarchies, relationships, and contact records.
- CSM Configurable Workspace: Configuring form headers, primary/secondary values, and contextual side panels.
- Assignment Workbench: Using Matching Rules to assign tasks to agents based on configurable criteria (e.g., skills, availability).
- Special Handling Notes: Configuring pop-up windows for special handling notes (e.g., default width of 500 pixels).
- Roles and Permissions: Managing roles (e.g., sn_customerservice_agent, sn_customerservice_manager) and restrictions (e.g., roles that cannot be assigned simultaneously for security).

- Case: A record representing a customer issue or request.
- Matching Rules: Configurable criteria for task assignment in the Assignment Workbench.
- Form Header: Customizable UI component in CSM Configurable Workspace for displaying key case information.
- Roles: Security roles that control access to CSM features (e.g., sn_customerservice_agent for agents, sn_customerservice_manager for managers).
- Auto Close Resolved Cases: A property to automatically close cases after a set period.

3. Customer Service Management Integration (15-20%)
- Integration with 3rd Party Systems: Configuring integrations using WebDAV, REST, SOAP, or other protocols.
- Integration Capabilities: Understanding supported integration methods and limitations (e.g., SharePoint integration restrictions).
- Migration of Historical Case Records: Best practices for migrating data from legacy systems to ServiceNow while ensuring data integrity.
- Knowledge Management Integration: Importing external articles and managing knowledge bases.

- WebDAV: A protocol for integrating with external systems for file sharing.
- REST/SOAP: APIs used for ServiceNow integrations.
- Data Integrity: Ensuring accuracy and consistency during data migration.
- Knowledge Base (KB): A repository for storing and managing knowledge articles.

4. CSM Portal, Knowledge Management, Service Catalog, Communities, and Performance Analytics (25-30%)
- CSM Portal: Configuring the customer portal for self-service, including self-registration features and unique registration codes per account.
- Knowledge Management: Setting up knowledge bases, knowledge blocks, and permissions for different user groups. Knowledge articles cannot be created directly from community questions.
- Service Catalog: Configuring and customizing catalog items for customer requests.
- Communities: Managing community features for customer engagement and collaboration.
- Performance Analytics: Setting up dashboards, breakdowns, and reports to monitor CSM performance (e.g., breakdown dashboards as pop-ups on case forms).
- Proactive Customer Service Operations: Using Predictive Intelligence to identify trends and reduce case volume.
- Entitlements and Service Contracts: Configuring entitlements based on product, asset, or additional fields (when Proactive Customer Service Operations is implemented).

- CSM Portal: The customer-facing interface for self-service and case management.
- Self-Registration: A feature allowing customers to submit registration requests with unique codes.
- Knowledge Blocks: Configurable content blocks for organizing knowledge articles.
- Predictive Intelligence: Machine learning capabilities to analyze case trends and Boost efficiency.
- Entitlements: Rules defining the support a customer is entitled to (e.g., based on service contracts).
- Breakdown Dashboard: A Performance Analytics tool for visualizing case data.

5. Advanced Features and Workflows (15-20%)
- Advanced Work Assignment (AWA): Configuring AWA with Agent Affinity types (e.g., skills, availability, capacity).
- Major Issue Management: Managing the process flow for proposing and handling major cases in the Open state.
- Workspace Chat: Using quick actions (e.g., /r for specific tasks) to enhance agent efficiency.
- Mobile Experience: Configuring mobile-specific features and offline capabilities for the CSM mobile app.
- Upgrade Considerations: Understanding feature parity and migration strategies between ServiceNow releases.
- Customer Service Trending Topics: Using Predictive Intelligence to identify and mitigate case volume drivers.

- Agent Affinity: AWA feature that assigns tasks based on agent-specific attributes.
- Quick Actions: Shortcuts in Workspace Chat for performing tasks (e.g., /r for resolving cases).
- Major Case: A high-priority case requiring special handling.
- Feature Parity: Ensuring features function consistently across different ServiceNow releases.

6. Practical Application and Scenario-Based Knowledge (10-15%)
- Scenario-Based Questions: Applying knowledge to configure solutions for specific business requirements (e.g., setting up knowledge blocks, migrating case records, or configuring catalog items).
- Troubleshooting: Diagnosing and resolving issues in CSM configurations.
- Best Practices: Applying ServiceNow’s recommended practices for implementation and maintenance.

- Case Management: Managing customer issues/requests via cases.
- CSM Configurable Workspace: A customizable UI for agents to manage cases.
- Assignment Workbench: Tool for task assignment using Matching Rules.
- Entitlements: Rules defining customer support eligibility.
- Knowledge Management: Managing knowledge bases and articles.
- CSM Portal: Customer-facing self-service interface.
- Predictive Intelligence: AI-driven analytics for proactive case management.
- Advanced Work Assignment (AWA): Automated task assignment based on agent attributes.
- Now Create Methodology: ServiceNow’s implementation framework.
- Self-Registration: Customer portal feature for account registration.
- Quick Actions: Chat shortcuts for agent efficiency.
- Breakdown Dashboard: Analytics tool for visualizing case metrics.

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Killexams.com exam Questions and Answers
Question: 522
Scenario: During the Execute phase, a technical consultant needs to configure a business rule to prevent case closure if a related task is open. Which script achieves this?
1. (function executeRule(current, previous) { var gr = new GlideRecord('task'); gr.addQuery('parent', current.sys_id); gr.addQuery('state', '!=', 'closed'); gr.query(); if (gr.hasNext()) { current.setAbortAction(true); } })(current, previous);
2. (function executeRule(current, previous) { var gr = new GlideRecord('task'); gr.addQuery('parent', current.sys_id); gr.addQuery('state', 'open'); gr.query(); if (gr.next()) { current.setAbortAction(true); }
})(current, previous);
3. (function executeRule(current, previous) { var gr = new GlideRecord('task'); gr.addQuery('case', current.sys_id); gr.addQuery('state', '!=', 'closed'); gr.query(); if (gr.hasNext()) { gs.addErrorMessage('Cannot close case'); } })(current, previous);
4. (function executeRule(current, previous) { var gr = new GlideRecord('task'); gr.addQuery('parent', current.sys_id); gr.addQuery('state', 'open'); gr.query(); if (gr.hasNext()) { current.state = 'open'; }
})(current, previous);
Answer: A
Explanation: The correct script uses GlideRecord to check for open tasks (state != closed) linked to the case via the parent field and aborts the closure with setAbortAction(true) if any are found. The other options are incorrect: state = open is too restrictive, gs.addErrorMessage does not prevent closure, and resetting the state is not appropriate.
Question: 523
A company is importing knowledge articles from an external CMS. The articles must retain their original publication dates. Which configuration ensures this?
1. Use a Scripted REST API to update dates after import
2. Use a business rule to set the publication date post-import
3. Modify the CMS to align dates with ServiceNow format
4. Map the source publication date to sys_created_on in a Transform Map
Answer: D
Explanation: Mapping the source publication date to sys_created_on in a Transform Map ensures articles retain their original dates during import. A business rule post-import is less efficient, modifying the CMS is impractical, and a Scripted REST API is unnecessary for bulk imports.
Question: 524
In a Customer Service Management (CSM) implementation, a company wants to configure the Customer Service Portal (/csp) to allow self-registration for contacts using unique registration codes per account.
The registration code must be validated before creating a new contact record, and only users with the 'sn_customerservice.customer' role should be able to self-register. Which configuration steps are required to achieve this?
1. Activate the 'com.glideapp.servicecatalog.security' plugin to enable registration code validation
2. Configure the 'sn_customerservice.self_registration' system property to true and set the 'registration_code_field' to 'u_registration_code'
3. Create a business rule on the 'sn_customerservice_contact' table to validate the registration code against the 'sn_customerservice_account' table
4. Modify the 'Self-Registration' widget in the Service Portal to include a client script that checks the 'sn_customerservice.customer' role
Answer: B,C
Explanation: To enable self-registration with unique registration codes in the Customer Service Portal, the 'sn_customerservice.self_registration' system property must be set to true, and the 'registration_code_field' must be configured to point to a custom field (e.g., 'u_registration_code') on the 'sn_customerservice_account' table to store and validate the code. A business rule on the 'sn_customerservice_contact' table is needed to validate the entered registration code against the account's stored code during registration. The 'com.glideapp.servicecatalog.security' plugin is unrelated to self- registration (it pertains to Service Catalog security), and modifying the 'Self-Registration' widget to check roles is unnecessary since role-based access is handled by the portal�s ACLs.
Question: 525
A Form Header in the CSM Configurable Workspace displays a case�s account.name and a custom field u_time_to_resolve (in hours). Which script calculates u_time_to_resolve based on the case�s SLA?
1. var sla = new GlideRecord('sla'); sla.addQuery('task', current.sys_id); sla.query(); if (sla.next()) { return gs.dateDiff(sla.end_time, sla.start_time, false); }
2. var sla = new GlideRecord('task_sla'); sla.addQuery('task', current.sys_id); sla.query(); if (sla.next()) { return (sla.end_time - sla.start_time) / 3600; }
3. var sla = new GlideRecord('task_sla'); sla.addQuery('task', current.sys_id); sla.query(); if (sla.next()) { return Math.floor(gs.dateDiff(sla.end_time, sla.start_time, true) / 3600); }
4. var sla = new GlideRecord('task_sla'); sla.addQuery('task', current.sys_id); sla.query(); if (sla.next()) { return Math.floor((sla.end_time - gs.nowDateTime()) / 3600); }
Answer: C
Explanation: The task_sla table stores SLA records, and gs.dateDiff(sla.end_time, sla.start_time, true) calculates the SLA duration in seconds, converted to hours with Math.floor().
Question: 526
In a Customer Service Management (CSM) implementation, a Quick Action in Workspace Chat is configured to resolve a case with the command /r "Resolution notes". A new requirement demands that this command also updates the case's customer satisfaction score to 5 and sets the state to "Closed." Which script modification in the Quick Action definition achieves this?
1. current.state = 'Closed'; current.satisfaction_score = 5; current.update();
2. current.setValue('state', 'Closed'); current.setValue('satisfaction_score', 5); current.update();
3. current.state = 3; current.satisfaction_score = 5; current.update();
4. current.setValue('state', 3); current.setValue('satisfaction_score', '5'); current.update();
Answer: B
Explanation: In ServiceNow, the correct syntax for updating fields programmatically uses setValue to ensure proper field updates, especially for string or choice list fields like state and satisfaction_score. The state field for a case (e.g., sn_customerservice_case) typically uses string values like "Closed" rather than numeric codes in modern releases (C, D are incorrect). Using current.state directly may work but is less reliable for choice fields, and D incorrectly sets satisfaction_score as a string. Thus, B is the most robust solution.
Question: 527
In a Customer Service Management (CSM) implementation, a company wants to configure the Customer Service Portal (/csp) to allow self-registration for contacts using unique registration codes per account. The registration code must be validated before creating a new contact record, and only users with the 'sn_customerservice.customer' role should be able to self-register. Which configuration steps are required?
1. Activate the 'com.glideapp.servicecatalog.security' plugin to enable registration code validation
2. Configure the 'sn_customerservice.self_registration' system property to true and set the 'registration_code_field' to 'u_registration_code'
3. Create a business rule on the 'sn_customerservice_contact' table to validate the registration code against the 'sn_customerservice_account' table
4. Modify the 'Self-Registration' widget in the Service Portal to include a client script that checks the 'sn_customerservice.customer' role
Answer: B,C
Explanation: To enable self-registration with unique registration codes in the Customer Service Portal, the 'sn_customerservice.self_registration' system property must be set to true, and the 'registration_code_field' must be configured to point to a custom field (e.g., 'u_registration_code') on the 'sn_customerservice_account' table to store and validate the code. A business rule on the 'sn_customerservice_contact' table is needed to validate the entered registration code against the account's stored code during registration. The 'com.glideapp.servicecatalog.security' plugin is unrelated to self- registration (it pertains to Service Catalog security), and modifying the 'Self-Registration' widget to check
roles is unnecessary since role-based access is handled by the portal�s ACLs.
Question: 528
A customer reports that cases are not routing correctly to agent groups in AWA. The issue is due to misconfigured matching rules. Which table should you check to resolve this?
1. awa_assignment_rule
2. awa_condition
3. sn_customerservice_case
4. sys_user_group
Answer: B
Explanation: AWA matching rules are configured in the awa_condition table, which defines how cases are routed to agent groups based on conditions. The awa_assignment_rule table defines assignment logic, not matching rules. The case table stores case data, and sys_user_group manages groups, not routing rules.
Question: 529
A company wants to route cases to agents based on complex Matching Rules in the Assignment Workbench, prioritizing agents with the sn_customerservice_agent role, fluency in the customer�s language (stored in user.language), and a workload below 10 open cases. Which conditions must be included in the Matching Rules setup?
1. Agent has role 'sn_customerservice_agent'
2. Agent.language matches case.customer.language
3. Agent�s open case count < 10
4. Agent�s skills match case.u_category
Answer: A,B,C
Explanation: The Matching Rules must filter agents by the sn_customerservice_agent role, match their language to the customer�s language (via user.language and case.customer.language), and ensure their workload (open case count) is below 10. The Assignment Workbench supports these conditions natively. Matching skills to case.u_category is not mentioned in the requirement, making choice D irrelevant.
Question: 530
A company uses entitlements to limit case creation to 5 cases per month per account. Which script in a Business Rule enforces this limit?
1. var gr = new GlideRecord('sn_customerservice_case'); gr.addQuery('account', current.account); gr.addQuery('sys_created_on', '>=', gs.daysAgo(30)); gr.query(); if(gr.getRowCount() >= 5) current.setAbortAction(true);
2. var gr = new GlideRecord('sn_customerservice_case'); gr.addQuery('account', current.account); gr.addQuery('created_on', '>=', gs.nowDateTime()); gr.query(); if(gr.getRowCount() >= 5) current.setAbortAction(true);
3. var gr = new GlideRecord('sn_customerservice_case'); gr.addQuery('account', current.account); gr.query(); if(gr.getRowCount() >= 5) current.setAbortAction(true);
4. var gr = new GlideRecord('sn_customerservice_case'); gr.addQuery('account', current.account); gr.addQuery('sys_created_on', '>=', gs.beginningOfThisMonth()); gr.query(); if(gr.getRowCount() >= 5) current.setAbortAction(true);
Answer: D
Explanation: To enforce a 5-case-per-month limit, the Business Rule queries the sn_customerservice_case table for cases created this month (sys_created_on >= gs.beginningOfThisMonth()) for the same account. If the count is 5 or more, setAbortAction(true) prevents case creation.
Question: 531
A global retailer expects its CSM implementation to handle 30,000 daily cases. To ensure scalability, the team is configuring asynchronous processing for case updates. Which script include function should be used?
1. CaseProcessor.asyncUpdate(case)
2. AsyncCaseManager.process(case, updates)
3. GlideRecordAsync.update(case, fields)
4. BackgroundJob.runCaseUpdate(case)
Answer: C
Explanation: The GlideRecordAsync.update function is ServiceNow�s recommended method for asynchronous database updates, ensuring scalability by offloading case updates to background processes. Other options are not standard ServiceNow functions for asynchronous processing, making them less suitable for high-volume case updates.
Question: 532
A Quick Action /priority sets a case�s priority to "Critical." A new requirement mandates that it also creates a related task for a senior agent to review the case. Which script achieves this?
1. current.priority = 'Critical'; var task = new GlideRecord('task'); task.initialize(); task.short_description
= 'Review Case'; task.insert();
2. current.setValue('priority', 'Critical'); var task = new GlideRecordSecure('task'); task.initialize(); task.short_description = 'Review Case'; task.insert();
3. current.priority = 1; var task = new GlideRecordSecure('task'); task.initialize(); task.short_description
= 'Review Case'; task.insert();
4. current.setValue('priority', 1); var task = new GlideRecord('task'); task.initialize(); task.short_description = 'Review Case'; task.insert();
Answer: B
Explanation: The script should use setValue for the priority field (string value "Critical") and GlideRecordSecure for creating a related task to comply with Washington release security standards.
Question: 533
Scenario: A ServiceNow administrator needs to configure the CSM Portal to allow customers to submit cases directly from a knowledge article page. Which configuration enables this functionality?
1. Create a UI Action on the knowledge article form to trigger case creation
2. Enable the com.sn_customerservice_case plugin and configure a Record Producer
3. Set up a Contextual Search action to link articles to case submission
4. Use a business rule to redirect users to the case creation form
Answer: B
Explanation: To allow customers to submit cases directly from a knowledge article page in the CSM Portal, the com.sn_customerservice_case plugin must be activated to enable case management functionality. A Record Producer should be configured to provide a simplified interface for case submission, accessible directly from the portal�s knowledge article page.
Question: 534
After upgrading to the Washington release, a custom Quick Action /assign that assigns cases to a specific group fails due to a change in the Workspace Chat API. The original script used GlideRecord to query the sn_customerservice_case table. What should be done to restore functionality?
1. Update the Quick Action to use a Flow Designer flow instead
2. Convert the Quick Action to a UI Action and retest
3. Revert the instance to the previous release and debug
4. Replace GlideRecord with GlideRecordSecure in the Quick Action script
Answer: D
Explanation: The Washington release introduced stricter security for scripts, requiring GlideRecordSecure instead of GlideRecord to ensure Feature Parity and compliance with security standards. Converting to a UI Action or using Flow Designer changes the functionality and is unnecessary. Reverting the instance is not a viable solution for maintaining Feature Parity.
Question: 535
A company is upgrading its ServiceNow instance from Vancouver to Washington DC. A custom application in the CSM module uses a scripted REST API that directly modifies the sn_customerservice_case table. To ensure upgradability, which two practices should the team follow?
1. Encapsulate the API logic in a scoped application
2. Use global scripts to maintain compatibility
3. Leverage the ServiceNow REST API Explorer for testing
4. Store custom logic in the sys_script table
Answer: A, C
Explanation: To ensure upgradability, encapsulating custom logic in a scoped application isolates it from platform changes, reducing conflicts during upgrades. Using the REST API Explorer for testing ensures compatibility with ServiceNow�s API standards. Storing logic in the sys_script table or using global scripts increases the risk of upgrade conflicts, as these are not isolated and may be overwritten or cause issues with new platform features.
Question: 536
During an upgrade from Utah to Vancouver, which step ensures that the CSM mobile app�s offline data sync frequency remains unchanged?
1. Export and import the sys_mobile_offline_sync_config table
2. Update the sys_mobile_sync_frequency script include
3. Reconfigure the Mobile App Configuration sync settings
4. Set the sys_offline_sync_frequency property to the previous value
Answer: A
Explanation: To ensure the CSM mobile app�s offline data sync frequency remains unchanged during an upgrade from Utah to Vancouver, you should export and import the sys_mobile_offline_sync_config table, which stores sync frequency settings. There is no sys_mobile_sync_frequency script include or sys_offline_sync_frequency property, and reconfiguring the Mobile App Configuration is not the standard approach for preserving sync settings.
Question: 537
Scenario: A retail organization is implementing CSM to handle customer complaints. The Now Create methodology recommends using the Customer Service Playbook. The team needs to configure a dynamic SLA based on case priority and customer tier. Which script include function should be used to calculate the SLA duration dynamically?
1. SLACalculator.getDuration(priority, tier)
2. calculateSLADuration(casePriority, tierLevel)
3. getDynamicSLADuration(priority, customerTier)
4. DynamicSLA.computeDuration(case, tier)
Answer: A
Explanation: The SLACalculator.getDuration function in ServiceNow�s Customer Service Playbook is designed to calculate dynamic SLA durations based on parameters like case priority and customer tier. This function aligns with Now Create�s best practices for SLA management, ensuring maintainable and scalable configurations. Other options are not standard ServiceNow functions for SLA calculations.
Question: 538
You need to configure a Service Catalog item to trigger a notification when a case is assigned to a specific group. Which approach is best?
1. Create a notification triggered by a business rule
2. Modify the catalog item�s script include
3. Write a client script to trigger the notification
4. Use Flow Designer to send the notification
Answer: D
Explanation: Flow Designer is the best practice for triggering notifications based on case assignment, as it provides a scalable, low-code solution. Business rules are less flexible. Client scripts are inappropriate for server-side notifications. Modifying script includes is unnecessary.
Question: 539
A client requires a custom integration between ServiceNow CSM and a third-party CRM system to synchronize customer data in real time, ensuring upgradability and scalability. Which approach best preserves the platform's maintainability while meeting the requirement?
1. Develop a Flow Designer flow using IntegrationHub with REST spokes and error handling
2. Create a custom Script Include with REST API calls and schedule it using a Scheduled Job
3. Use a Business Rule to trigger SOAP-based data sync on every record update
4. Implement a custom UI Page with client-side scripting to push data to the CRM
Answer: A
Explanation: Using Flow Designer with IntegrationHub (REST spokes) is the recommended approach for custom integrations in ServiceNow as it leverages out-of-the-box tools, supports error handling, and ensures compatibility with upgrades. Scheduled Jobs with Script Includes increase maintenance overhead, Business Rules with SOAP are less scalable due to synchronous processing, and UI Pages with client-side scripting are not suitable for server-side integrations.
Question: 540
A company configures a service contract with entitlements tied to Predictive Intelligence outputs. Which field in the sn_customerservice_entitlement table is used to store the Predictive Risk Score?
1. predictive_score
2. risk_score
3. entitlement_risk
4. predictive_risk_score
Answer: D
Explanation: The predictive_risk_score field is used to store Predictive Intelligence outputs in the sn_customerservice_entitlement table. Other options are not standard fields.
Question: 541
A company restricts the "sn_customerservice_agent" and "sn_customerservice_consumer_agent" roles from being assigned together. Which configuration enforces this?
1. Set a UI policy on "sys_user_has_role" to block role assignments
2. Create a business rule to check role assignments
3. Define a role conflict policy in "sys_user_role_conflict"
4. Use an ACL to restrict role assignments
Answer: C
Explanation: A role conflict policy in the "sys_user_role_conflict" table prevents the two roles from being assigned together. A business rule is overly complex, a UI policy cannot enforce role conflicts, and an
ACL is not suitable for role assignment restrictions.
Question: 542
During the Deploy phase exit gate, the team identifies that the CSM portal�s custom widgets are causing performance issues under high user load. Which checkpoint should be prioritized to address this before go-live?
1. Performance Testing and Optimization
2. Security Configuration Validation
3. Data Integrity Check
4. Integration Testing Completion
Answer: A
Explanation: The Performance Testing and Optimization checkpoint during the Deploy phase exit gate ensures that custom components, such as portal widgets, are optimized for high user loads. This is critical for scalability and user experience in the CSM portal. Other checkpoints like Security Configuration Validation, Data Integrity Check, and Integration Testing focus on different aspects and are less relevant to widget performance.
Question: 543
An organization needs to restrict case updates to agents with the �sn_customerservice_manager� role for cases linked to high-priority accounts. Which configuration enforces this?
1. Set up a Data Policy to restrict case updates
2. Use a UI Policy to disable updates for non-managers
3. Create a Business Rule to check user roles and account priority
4. Configure an ACL on �sn_customerservice_case� with a condition for account priority
Answer: D
Explanation: An Access Control List (ACL) on the �sn_customerservice_case� table can restrict updates by requiring the �sn_customerservice_manager� role and checking the account�s priority (e.g., �account.priority� = �High�). ACLs enforce server-side security, ensuring robust access control. UI Policies are client-side and less secure. Business Rules are for data operations, not access control. Data Policies enforce data validation, not role-based access.

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Certified Implementation Specialist - Customer Service Management Practice Test

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Latest 2025 Updated Servicenow-CIS-CSM Real exam Questions

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