ServiceNow CIS-CSM Exam Dumps & Practice Test Questions

Question 1:

In a typical CRM or customer service platform like Salesforce, are agents and managers allowed to generate knowledge base articles directly from questions posted in Community forums?

A. True
B. False

Correct Answer: A

Explanation:

In many modern customer service platforms such as Salesforce Service Cloud, it is indeed common practice—and supported functionality—for agents and managers to create knowledge base articles directly from questions and answers found in Community forums (often part of the Salesforce Experience Cloud). This process is designed to streamline knowledge management and enhance customer self-service.

When customers ask questions in a community forum, some answers may prove to be especially useful or frequently referenced. Instead of letting these valuable insights remain hidden in forum threads, service agents or managers with the proper permissions can elevate these community responses into formal knowledge base articles. This transforms ad hoc solutions into official documentation that can be indexed, searched, and reused across multiple support channels. For example, Salesforce provides features like "Create Article from Question" or "Create Article from Case" that empower knowledge managers to promote community content into reusable knowledge.

This ability encourages continuous improvement of the knowledge repository, helping the organization build a rich, dynamic content library that reduces repeat inquiries and enhances customer satisfaction. It also supports agents by providing them with trusted resources that they can quickly reference during case resolution.

However, this capability depends heavily on the system’s configuration and permissions. Organizations need to enable the Knowledge Management features and set appropriate access rights for agents and managers. If these permissions are missing or the knowledge base isn’t properly configured, users won’t be able to create articles from community questions, which sometimes leads to confusion or false assumptions about platform capabilities.

In summary, when the system is configured correctly and users have the necessary permissions, agents and managers are allowed and encouraged to generate knowledge base articles from Community questions. This process significantly improves knowledge sharing and customer service effectiveness.

Question 2:

Is customer service contract information typically maintained within the Knowledge Base of a CRM or customer support platform like Salesforce?

A. False
B. True

Correct Answer: A

Explanation:

In customer service and CRM platforms such as Salesforce, information about a customer’s service contracts is generally not stored in the Knowledge Base. Instead, this data is managed in dedicated contract management modules or objects specifically designed to handle sensitive and unique customer information.

The Knowledge Base primarily functions as a repository for generalized, reusable content. This includes FAQs, troubleshooting guides, product manuals, how-to articles, and best practice instructions. It is intended for broad access—sometimes even to customers through self-service portals—and therefore contains non-sensitive, widely applicable information.

Conversely, service contract data is inherently customer-specific and confidential. It includes detailed elements such as contract start and end dates, the support level or package (e.g., Gold, Silver, Basic), coverage hours, entitlements (specific services the customer is eligible for), and linked assets or products. This information is crucial for managing service agreements, entitlement checks, case prioritization, and Service Level Agreement (SLA) enforcement.

In Salesforce, this sensitive contract information is typically stored within the Service Contract object or related entities like Entitlements and Accounts. These structures allow for secure, structured, and auditable management of customer-specific agreements, tightly integrated with case management and support workflows.

Placing such confidential contract details in the Knowledge Base would risk exposing sensitive data to unauthorized users, including external customers if the knowledge base is public-facing. This would be a significant privacy and security concern.

Therefore, service contract information is purposely segregated from the Knowledge Base to maintain data confidentiality and comply with privacy standards. The Knowledge Base remains a resource for shared, generic content, while contract details live in specialized modules designed for sensitive customer data.

Question 3:

Within ServiceNow, from which of the following locations can a customer service representative initiate the creation of a new case? (Choose three)

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

Correct Answers: A, B, D

Explanation:

In ServiceNow’s Customer Service Management (CSM) module, agents have multiple ways to create cases based on the nature of the interaction and the data available. These various entry points aim to streamline the case creation process, ensuring that customer issues are documented promptly and accurately, regardless of how the communication begins.

Option A: Customer Service Application
This is the main platform used by customer service agents within ServiceNow. The Customer Service Application provides a dedicated interface where agents can manually open new cases by entering details like the customer’s identity, related contact, issue description, and priority level. This centralized app is designed to facilitate case management and is often the starting point for most case creations.

Option B: Contact record
Agents can also create cases directly from a Contact’s profile page. This is particularly useful when an agent is reviewing past interactions or details related to a specific individual and needs to create a case linked to that contact. ServiceNow supports creating related records from the Contact form, allowing seamless linking between the new case and the contact’s history.

Option C: Account record
Although the Account record contains important customer and organizational information, it is not typically used as a direct source for case creation. Cases are generally associated with accounts only after being created through other interfaces like Contact records or the Customer Service Application. Therefore, this option is not a standard or recommended place to initiate case creation.

Option D: Chat interface
ServiceNow allows agents to generate cases directly from ongoing live chat sessions. Whether through Virtual Agent bots or live human agents, if an issue requires formal tracking, the conversation can be escalated into a case without leaving the chat interface. This integration enables a smooth transition from real-time conversation to structured case management.

In summary, the three valid case creation locations in ServiceNow CSM are the Customer Service Application (A), the Contact record (B), and the Chat interface (D). These options offer flexible workflows that adapt to how customers interact with support teams, improving responsiveness and tracking accuracy.

Question 4:

In ServiceNow’s Advanced Work Assignment (AWA) system, which two factors do matching rules primarily use to decide how cases are routed? (Choose two)

A. Agent resources best suited for the case
B. Specific routing rules
C. Filters configured in Advanced Work Assignment
D. Particular case attributes

Correct Answers: C, D

Explanation:

Advanced Work Assignment (AWA) in ServiceNow Customer Service Management is designed to automate task distribution by assigning work items—such as cases or chats—to the most suitable agents or teams. Central to this automation are matching rules, which evaluate the characteristics of each work item to decide eligibility for assignment.

Option C: Filters configured in Advanced Work Assignment
Filters form a critical part of the matching rules framework. These filters define criteria based on the fields within work items—like priority level, case type, customer tier, or service level agreement status—and determine which items should be considered for routing. By applying these filters, the system narrows down the pool of cases that can be assigned, ensuring only relevant work items proceed further in the assignment process.

Option D: Particular case attributes
Matching rules also leverage specific attributes of the case itself to guide assignment. These attributes might include the category of the issue, priority, product involved, customer account information, or geographical region. This detailed information helps the system map work items to agents or teams specialized in handling those kinds of cases. For example, a high-priority case from a premium client might be flagged for immediate assignment to a specialized support group.

Option A: Agent resources best suited for the case
While an agent’s skills, availability, or workload are essential factors in determining who ultimately receives the case, these are not evaluated by the matching rules themselves. Instead, such considerations come into play later in the assignment workflow after work items have been matched to appropriate queues or groups.

Option B: Specific routing rules
Routing rules operate downstream from matching rules. Their purpose is to define the mechanics of how work items are delivered to agents once a match is made. Matching rules focus on filtering and categorizing work based on item characteristics, not on the delivery mechanics.

To conclude, the two core elements that matching rules utilize to determine case routing in AWA are filters defined within AWA (C) and specific attributes of the cases themselves (D). These combined factors ensure cases are evaluated and directed efficiently to the appropriate assignment pools.

Question 5:

How do matching rules in ServiceNow improve the case assignment process by directing cases to the appropriate recipients?

A. Matching the best agent based on availability
B. Dynamically assigning cases to the correct groups or individuals
C. Identifying whether an account is a customer or partner
D. Matching the best agent based on skills

Correct Answer: B

Explanation:

In ServiceNow Customer Service Management (CSM), efficient case assignment is a fundamental aspect of delivering high-quality customer support. The goal is to ensure each incoming case or task is routed swiftly and accurately to the right team or individual who can resolve it effectively. This is where matching rules play a crucial role, especially when integrated with the Advanced Work Assignment (AWA) framework.

Matching rules function by dynamically evaluating key attributes of an incoming case — such as its priority level, product category, case type, geographic location, or the customer's tier status — and then using that information to assign the case to the most appropriate assignment group or agent. Unlike static assignment methods, matching rules are context-aware, allowing the system to automatically adjust where cases go based on current information and conditions.

For example, if a case is labeled as a "High Priority Billing Issue" raised by a VIP customer, matching rules can immediately route this to a specialized billing support team trained to handle urgent financial concerns. This automation accelerates case resolution by reducing the need for manual intervention and ensures cases are handled by agents or teams best suited to the task, improving overall customer satisfaction.

Let's examine why the other options are less suitable:

• A. Matching best agent by availability: While availability influences workload balancing, it is controlled through routing rules and agent capacity management rather than matching rules. Matching rules focus on identifying the right recipients, not on scheduling.

• C. Determining if the account is a customer or partner: Although account classification is important, matching rules do not specifically handle this; this logic is usually part of business rules or data categorization processes.

• D. Matching best agent by skill: Agent skills are taken into account during routing after matching rules define the eligible groups or queues.

In summary, matching rules enable dynamic, attribute-driven case assignment that improves service efficiency by directing cases to the right groups or individuals. This capability is vital for building intelligent, scalable customer service workflows that adapt to changing demands and deliver faster, more accurate resolutions.

Question 6:

In ServiceNow Customer Service Management, to which type of record are Special Handling Notes most effectively applied based on specific criteria or classifications?

A. Domain
B. Contact
C. Holiday
D. VIP

Correct Answer: B

Explanation:

Within ServiceNow Customer Service Management (CSM), Special Handling Notes serve as an essential feature to provide agents with immediate, relevant context about particular records. These notes highlight critical instructions or warnings that shape how customer interactions should be managed, ensuring personalized and efficient service.

The entity to which Special Handling Notes are most commonly and effectively applied is the Contact record. A Contact represents an individual user, such as a customer, partner, or internal employee, who interacts with the support organization. By associating these notes with a Contact, agents receive clear, visible alerts whenever they handle cases or tasks involving that person, enabling better decision-making and communication.

Examples of Special Handling Notes on Contacts include:

• Marking a contact as a VIP, which triggers alerts like “Priority support required — escalate immediately,” prompting faster and more attentive handling.

• Indicating communication preferences, such as “Prefers email communication, avoid phone calls,” to respect customer wishes.

• Warning about sensitive behaviors, e.g., “History of abusive language — escalate if necessary,” which helps agents manage challenging interactions safely.

These notes appear contextually in the ServiceNow interface, such as during case creation or while viewing a contact’s details, ensuring agents do not have to dig through historical records to find this vital information.

The incorrect options are as follows:

• A. Domain: Domains pertain to data separation in multi-tenant environments and are unrelated to Special Handling Notes.

• C. Holiday: Holidays influence SLA calculations but are not records where such notes are applied.

• D. VIP: VIP is a status or classification often assigned to a Contact, but Special Handling Notes are applied to the Contact itself, not the VIP tag.

In essence, Special Handling Notes on Contact records enhance personalization, risk mitigation, and service quality by alerting agents to key information in real time. This feature is critical for delivering tailored customer experiences and managing sensitive interactions effectively.

Question 7:

How does Predictive Intelligence in ServiceNow improve the handling of cases within the case management system?

A. Estimating missing values in historical case records
B. Lowering the amount of data required to predict values accurately
C. Replacing old routing mechanisms completely
D. Automatically forecasting case field values without manual input

Correct Answer: D

Explanation:

Predictive Intelligence is a core AI-powered feature in ServiceNow designed to enhance service management workflows, particularly by automating and optimizing case management tasks. Its primary function is to reduce manual labor, increase operational efficiency, and improve the precision of case handling through intelligent automation that leverages historical case data.

In the specific context of case management, Predictive Intelligence analyzes previous cases to learn patterns and relationships between various case attributes, such as category, subcategory, priority, and assignment groups. When a new case is created, it automatically predicts and populates these key fields based on the similarity of the new case to past cases, all without human intervention.

For example, if a user submits a ticket saying, "I cannot access my email account," the system might automatically classify the case as “Access Issues” and assign it to the relevant support group specializing in authentication problems. This automation speeds up the case handling process, improves consistency in case classification, and reduces the risk of human error or delay.

Why the other options are less accurate:

• Option A refers to imputing missing data in historical records, which relates more to data cleansing or preparation rather than the core predictive capabilities in case management.

• Option B suggests that the system requires fewer records to predict values accurately. While advances in AI reduce data requirements, large datasets still improve model accuracy; reducing data volume is not a key feature of Predictive Intelligence.

• Option C implies that Predictive Intelligence outright replaces legacy routing rules. In reality, it supplements traditional routing by enhancing decision-making but does not completely discard existing rules.

Ultimately, Predictive Intelligence enables seamless, automatic prediction of case-related field values, eliminating the need for manual entry, reducing workload on service agents, and improving overall case resolution speed and accuracy. This makes Option D the best and most precise choice.

Question 8:

Within ServiceNow’s Advanced Work Assignment (AWA) framework, which of the following is a valid condition used in matching rules to decide how tasks or cases are assigned to agents or groups?

A. Agent domain
B. Assignment field
C. Switching
D. Specific attributes of the case or task

Correct Answer: D

Explanation:

ServiceNow’s Advanced Work Assignment (AWA) system relies on sophisticated matching rules to intelligently assign work items—such as cases, incidents, or service requests—to the most appropriate agent or group. These matching rules operate based on evaluating key data points within the task or case, often called case attributes. These attributes are critical because they provide the criteria on which routing decisions are based.

Typical case attributes that might be used in matching rules include fields like:

• Category and subcategory of the issue

• Priority level

• Customer type or account segment

• Product or service involved

• Geographic location or region

• Communication channel or language preference

By analyzing these specific attributes, AWA dynamically determines the best routing path for a given work item. For example, a high-priority network outage reported in Europe might automatically route to a specialized Tier 2 team located in the relevant time zone. This process ensures efficient distribution of workload, consistent handling of similar cases, and personalized assignment to teams with the right expertise.

Reviewing the incorrect options:

• Option A (Agent domain) refers to domain separation, which is a mechanism for data isolation in multi-tenant environments rather than a condition used in matching rules.

• Option B (Assignment) is actually the result of matching rules—i.e., the field that gets populated when a task is assigned—not a condition used within the rules themselves.

• Option C (Switching) is not a relevant concept within the context of AWA’s matching rules and does not affect how cases or tasks are evaluated for assignment.

Therefore, the correct condition type used in matching rules within AWA is specific attributes of the case or task. This ensures that cases are routed intelligently and effectively, making Option D the correct answer.

Question 9:

Within the ServiceNow Case form timeline, what is the significance of the blue circles displayed in the visual activity stream?

A. Note
B. State
C. Activity
D. Comment

Correct Answer: C

Explanation:

In ServiceNow Customer Service Management (CSM), the Case form timeline, often called the visual activity stream, serves as a dynamic, chronological snapshot of all key interactions and updates associated with a case. This visual timeline is designed to help agents and supervisors quickly grasp the history and progression of a case without wading through verbose logs or disparate records.

The blue circles in this timeline represent activities — fundamental units of work or changes made during the case lifecycle. An activity can encompass various events, including case creation, field modifications (such as changes to priority, status, or assignment), customer replies, agent notes or comments, and workflow-related events like escalations or SLA violations.

Each blue circle’s position on the timeline corresponds to the time when the activity occurred, enabling users to understand the sequence of events and how promptly the support team responded to developments. Clicking on any blue circle reveals detailed information about that specific action, enhancing transparency and facilitating efficient case management.

By visually tracking activities, the timeline feature increases agent efficiency and team collaboration. It aids compliance by highlighting critical SLA milestones and ensuring that no step in the case resolution process is overlooked. The visual timeline is particularly helpful for teams working across shifts or locations, offering a shared, up-to-date overview of case progress.

It is important to distinguish activities (blue circles) from other elements such as notes or comments. While notes and comments are types of activities, they are not individually represented by a unique icon but fall under the broad category of “activity.” Similarly, state changes—like transitioning a case from "New" to "In Progress"—are recorded as activities, but the blue circle indicates the occurrence of such an event, not the state itself.

Incorrect options:

• A (Note) and D (Comment): These are forms of activities but do not have distinct representations separate from the blue circles.

• B (State): The state is the status of the case, but the blue circle reflects that a state change activity took place rather than representing the state itself.

In summary, the blue circles in the ServiceNow Case timeline visually symbolize all meaningful activities related to the case, making option C the correct answer.

Question 10:

In ServiceNow, Predictive Intelligence helps automate and improve the triage process of cases. 

Which two decisions below can be effectively supported by Predictive Intelligence to enhance case management efficiency? (Select two)

A. Case Escalation
B. Case State
C. Case Categorization
D. Case Prioritization

Correct Answers: C and D

Explanation:

Predictive Intelligence is a powerful AI-driven feature embedded in ServiceNow that leverages machine learning to automate and optimize decisions during the case triage phase—the critical step where new cases are analyzed, classified, prioritized, and routed to the right team or agent.

The triage process, when done manually, can be time-consuming and prone to human error or inconsistency. Predictive Intelligence addresses these challenges by analyzing historical case data to identify patterns and automatically suggest or assign appropriate case attributes. Two key triage decisions it supports are case categorization and case prioritization.

Case Categorization (C):
Predictive Intelligence can automatically classify incoming cases into categories and subcategories by parsing the case description and metadata. For example, if a case includes phrases such as “unable to log in” or “password reset,” the system can classify the case under “Access Issues > Login Problems.” This automatic categorization reduces the time agents spend on manual sorting and improves accuracy, ensuring cases are routed to specialized teams that can handle them efficiently.

Case Prioritization (D):
Another crucial application of Predictive Intelligence is determining the urgency and impact of cases. By analyzing keywords and context—such as “system outage” or “critical error”—the system can recommend or set a priority level, like “High” or “Critical.” This helps ensure that urgent cases receive immediate attention, improving response times and helping maintain Service Level Agreements (SLAs).

Why the other options are incorrect:

• Case Escalation (A): Escalation decisions often rely on complex rules tied to SLA breaches, time thresholds, or managerial input. These are generally managed by workflow rules or manual processes rather than AI-driven predictions.

• Case State (B): The workflow state (such as New, In Progress, Resolved) is controlled by process automation and agent actions, not by Predictive Intelligence models.

By automating categorization and prioritization, Predictive Intelligence speeds up case processing, reduces manual errors, and improves consistency in triage decisions. These benefits make options C and D the correct answers, reflecting how AI enhances operational efficiency in ServiceNow case management.