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ServiceNow CIS-CSM Exam Questions
Certified Implementation Specialist - Customer Service Management (Page 3 )

Updated On: 9-Apr-2026
Page 3 of 47
PDF with 284 Questions

Special Handling Notes can apply to which one of the following based on specific attributes?

  1. Domain
  2. Contact
  3. Holiday
  4. VIP

Answer(s): B



Predictive Intelligence improves Case management by:

  1. Predicting what values should have gone into empty fields in historical records
  2. Reducing the number of records needed to accurately predict a value
  3. Replacing legacy routing rules
  4. Predicting Case values without manual intervention

Answer(s): D



Which of the following is a condition for matching rules?

  1. Agent domain
  2. Assignment
  3. Switching
  4. Specific case attributes

Answer(s): D



What do blue circles in the timeline of a case form represent?

  1. Note
  2. State
  3. Activity
  4. Comment

Answer(s): B



Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

  1. Case Escalation
  2. Case State
  3. Case Categorization
  4. Case Prioritization

Answer(s): C,D



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