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Exam Overview
Exam Code CIS-CSM
Exam Name ServiceNow Certified Implementation Specialist - Customer Service Management
Vendor Servicenow
Total Questions 257
Last Updated 26-Oct, 2026
Free CIS-CSM Questions Get Premium Access
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Free CIS-CSM Practice Questions

Explore 5 free practice questions for the Servicenow CIS-CSM exam and review the answers and explanations to support your preparation.

  1. Question 1

    Single answer

    Matching rules enhance assignment capability by__________

    • Option A:
      Matching best agent by availability
      Correct
    • Option B:
      Providing dynamic matching of cases to groups or individuals
      Correct
    • Option C:
      Determining if account is a customer or partner
      Correct
    • Option D:
      Matching best agent by skill
      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: D

    Explanation

    Matching rules enhance assignment capability by enabling the system to dynamically route records—such as cases, leads, or accounts—to the most appropriate users or queues based on predefined criteria. They evaluate incoming records in real time and assign them either to individuals or groups depending on conditions like case type, priority, geography, or other field values. This ensures efficient distribution of workload and improves response time. Among the options, the most accurate description is that matching rules provide dynamic matching of cases to groups or individuals, rather than simply checking availability or identifying account type.

  2. Question 2

    Multiple answers

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

    • Option A:
      Agent resources best suited to work on a case
      Correct
    • Option B:
      Specific routing rules
      Correct
    • Option C:
      Filters set up in advanced work assignment
      Correct
    • Option D:
      Specific case attributes
      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: A, D

    Explanation

    Matching rules are based on conditions defined to evaluate incoming work items and route them appropriately. These conditions are typically driven by specific routing rules (how records should be directed based on logic you configure) and specific case attributes (such as case type, priority, region, or status).

  3. Question 3

    Multiple answers

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

    • Option A:
      Customer Service Application
      Correct
    • Option B:
      Contact
      Correct
    • Option C:
      Account
      Correct
    • Option D:
      Chat
      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: A, C, D

    Explanation

    In ServiceNow, agents can create cases from multiple places such as the Customer Service Application (A), Account (C), and Chat (D), which all provide direct or contextual access to customer information for quick case creation. These entry points help agents log issues efficiently during customer interactions, whether they are working from customer records or engaging through live chat.

  4. Question 4

    True / False

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

    • Option A: True
      Correct
    • Option B: False
      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: A

    Explanation

    Information about a customer’s service contract is not stored in Knowledge. In ServiceNow Customer Service Management, service contract details are typically stored in Contract or Entitlement records, which define what services a customer is eligible for. The Knowledge Base is used for articles, solutions, and troubleshooting information, not contractual or entitlement data.

  5. Question 5

    True / False

    Agents and managers cannot create knowledge articles from Community questions.

    • Option A: True
      Correct
    • Option B: False
      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: B

    Explanation

    The ownership group for this knowledge article. An ownership group consists of a group of members
    and a
    manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership
    groups
    can publish, edit, and retire knowledge articles that they are associated with.
    Reference: https://docs.servicenow.com/bundle/orlando-servicenowplatform/
    page/product/knowledgemanagement/task/create-knowledge-article.html