ServiceNow CIS-CSM free question 8 / 10 · Domain 4: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting
Suzuki, a contact at Globex, wants to check a case he opened last week and post more details on it. In the base system, which route should Suzuki use?
- Open the sn_customerservice_case list in the platform UI and update the record
- Log in to CSM Configurable Workspace and edit the case record there directly
- Log in to the Consumer Service Portal and search for the case as a consumer
- Open the case from My Lists on the Customer Service Portal and add a comment
Show the answer and explanation
Answer: D
Why this is correct
Contacts open their cases from My Lists in the Customer Service Portal header. From the portal the customer can update the case, and comments are added as customer-viewable additional comments.
Why the other options are wrong
"Log in to CSM Configurable Workspace and edit the case record there directly" … CSM Configurable Workspace is the agents' workspace, with lists such as My Case Task. It is not opened to customers.
"Log in to the Consumer Service Portal and search for the case as a consumer" … Suzuki is a contact of an account, and this route is not the one for a contact.
"Open the sn_customerservice_case list in the platform UI and update the record" … The platform interface is where agents and administrators work with records. Outside customers use the portal.
Key point
Keep the rule that outside customers see only the portals, and role design becomes simpler.
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