CIS-CSM Free Practice Test

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

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

Correct Answer: AD

Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/
customer-service-management/concept/c_CaseRouting.html

Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

1. A. True
2. B. False

Correct Answer: B

Reference: https://docs.servicenow.com/bundle/london-customer-service-management/page/product/customer-service-management/task/view-csm-executive- dashboard.html

Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

1. A. Set the Agent Experience (What agents see in their Workspace inbox)
2. B. Define Assignment Rules (How to assign work items)
3. C. Define Work Item Queues (Where to route)
4. D. Configure Service Channels (What to route)

Correct Answer: B

What is required to synchronize fields from a parent to a child case(s)?

1. A. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
2. B. Major Issue Management needs to be installed and certain properties enabled
3. C. No action required, this is a standard Customer Service Management feature
4. D. The role of sn_customerservice.customer_case_manager must be assigned

Correct Answer: B

Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/
customer-service-management/task/config-major-case-synchronization.html

From a service provider’s perspective, is the following a product or an asset? A cable modem model that the service provider sells.

1. A. Product
2. B. Asset

Correct Answer: A

Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/
customer-service-management/concept/c_ContractsAndEntitlements.html