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ServiceNow CIS-CSM Exam Questions
Certified Implementation Specialist - Customer Service Management (Page 2 )

Updated On: 21-Feb-2026
Page 2 of 47
PDF with 284 Questions

Agents and managers cannot create knowledge articles from Community questions.

  1. True
  2. False

Answer(s): B



Information about a customer’s service contract is found in Knowledge.

  1. False
  2. True

Answer(s): A



From what places in SN can an agent create a case? (Choose three.)

  1. Customer Service Application
  2. Contact
  3. Account
  4. Chat

Answer(s): A,B,C



What are the conditions that matching rules are based on? (Choose two.)

  1. Agent resources best suited to work on a case
  2. Specific routing rules
  3. Filters set up in advanced work assignment
  4. Specific case attributes

Answer(s): A,D



Matching rules enhance assignment capability by ____________________.

  1. Matching best agent by availability
  2. Providing dynamic matching of cases to groups or individuals
  3. Determining if account is a customer or partner
  4. Matching best agent by skill

Answer(s): A






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