ServiceNow CIS-CSM Exam Actual Questions

The questions for CIS-CSM were last updated on July 4, 2024.

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Topic 1 - Exam A

Question #1 Topic 1

Agents and managers cannot create knowledge articles from Community questions.

A. True
B. False

Reveal Solution Discussion 15

Correct Answer: B 🗳️

Question #2 Topic 1

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

A. False
B. True

Reveal Solution Discussion 2

Correct Answer: A 🗳️

Question #3 Topic 1

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

A. Customer Service Application
B. Contact
C. Account
D. Chat

Reveal Solution Discussion 22

Correct Answer: ABC 🗳️

Question #4 Topic 1

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

A. Agent resources best suited to work on a case
B. Specific routing rules
C. Filters set up in advanced work assignment
D. Specific case attributes

Reveal Solution Discussion 5

Correct Answer: AD 🗳️

Question #5 Topic 1

Matching rules enhance assignment capability by ____________________.

A. Matching best agent by availability
B. Providing dynamic matching of cases to groups or individuals
C. Determining if account is a customer or partner
D. Matching best agent by skill

Reveal Solution Discussion 6

Correct Answer: A 🗳️

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