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CIS-CSM ServiceNow Practice Test Questions and Exam Dumps

Question No 1:

Are agents and managers permitted to create knowledge base articles directly from Community questions in a typical customer service or CRM platform (e.g., Salesforce)?

A. True
B. False

Correct Answer: A. True

Explanation:

In most modern Customer Relationship Management (CRM) systems like Salesforce Service Cloud, agents and managers are indeed permitted to create knowledge base articles from Community (Experience Cloud) questions, provided they have the correct permissions and are using features such as Knowledge Management and Case Deflection.

These platforms aim to promote efficient customer service by allowing service representatives to transform frequently asked questions or insightful answers into reusable knowledge articles. This approach helps organizations build a rich, searchable repository of helpful content that can be shared across multiple support channels — including self-service portals, internal knowledge bases, and customer communities.

In Salesforce, for instance, users with the appropriate permissions (typically agents and managers) can use features like "Create Article from Case" or "Create Article from Question". When a question in the community gets answered and accepted, an agent or moderator can then promote that content into a knowledge article. This capability ensures that valuable customer interactions don't go to waste but are rather captured as formalized content for future use.

However, if a CRM or knowledge base is not properly configured — for example, if permissions aren't granted or the knowledge object isn’t enabled — users may face limitations. That could lead some to incorrectly assume agents or managers can’t create articles from community questions.

Therefore, the correct answer is A. True — with the caveat that permissions and system setup play a crucial role.

Question No 2:

Is information about a customer's service contract typically stored in the Knowledge Base of a customer service or CRM system (e.g., Salesforce)?

A. False
B. True

Correct Answer: A. False

Explanation:

In customer service and CRM platforms like Salesforce, information related to a customer’s service contract is not stored in the Knowledge Base. Instead, this information is typically managed within specific contract-related objects or modules, such as the Service Contracts, Entitlements, or Account records.

The Knowledge Base is designed to store general, reusable information such as help articles, FAQs, how-to guides, troubleshooting steps, and product documentation. It serves as a shared resource for agents and customers to find answers to common issues or guidance on product features and services.

On the other hand, service contracts are unique to each customer and include specific details like:

• Contract start and end dates

• Level of support or service included (e.g., Gold, Silver, Basic)

• Coverage hours (e.g., 24/7 support, business hours only)

• Entitlements (what the customer is eligible to receive)

• Associated assets or products

This data is customer-specific and confidential, and thus it is managed in dedicated contract management modules within the CRM. In Salesforce, for example, the Service Contract object stores these details and is often linked to Entitlements, Cases, and Accounts for efficient case resolution and SLA tracking.

Storing customer-specific contract information in the Knowledge Base would be a security and privacy risk, as Knowledge is typically used for shared, non-sensitive content accessible by a broad audience — including customers in some cases.

Therefore, the correct answer is A. False. Information about a customer’s service contract belongs in a secure, structured part of the CRM, not in the Knowledge Base.

Question No 3:

In ServiceNow (SN), from which of the following places can a customer service agent create a case? (Select three options)

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

Correct Answers: A. Customer Service Application, B. Contact, D. Chat

Explanation:

In ServiceNow Customer Service Management (CSM), agents have several entry points from which they can create a case, depending on their workflow, the context of the interaction, and the data available. The goal is to streamline the case creation process and ensure customer issues are captured efficiently, no matter how the interaction originates.

Here’s a breakdown of each option:

A. Customer Service Application
This is the primary interface for customer service agents in ServiceNow. Within the Customer Service application, agents can manually create new cases using the "Create New" function. It allows the entry of all necessary details, such as customer, contact, product, issue category, and priority.

B. Contact
Agents can also create cases directly from a Contact record. This is especially useful when the agent is reviewing customer history and needs to raise a new issue on behalf of that contact. From the Contact form, ServiceNow provides options to create related records, including cases, linking the case directly to that individual.

C. Account
While the Account record holds important customer information, cases are not typically created directly from the Account form. Instead, cases are associated with accounts after being created through other channels like the Contact or Application. Therefore, this is not a common or default case creation point.

D. Chat
ServiceNow supports real-time case creation during Live Chat sessions. When an agent engages with a customer through Chat (via Virtual Agent or Live Agent), the conversation can be escalated to a case. This allows seamless transition from messaging to case tracking.

The three valid case creation points are A (Customer Service Application), B (Contact), and D (Chat). These support flexible and responsive service operations.

Question No 4:

In ServiceNow's Advanced Work Assignment (AWA), which two of the following conditions are used by matching rules to determine case routing? (Select two)

A. Agent resources best suited to work on a case
B. Specific routing rules
C. Filters set up in Advanced Work Assignment (AWA)
D. Specific case attributes

Correct Answers: C. Filters set up in Advanced Work Assignment, D. Specific case attributes

Explanation:

In ServiceNow Customer Service Management (CSM), Advanced Work Assignment (AWA) is used to automatically assign tasks — like cases or chats — to the most appropriate agent. This assignment is guided by matching rules, which play a central role in determining how and to whom work items should be routed.

C. Filters set up in Advanced Work Assignment

Matching rules use filters defined in AWA to identify which work items (e.g., cases, chats) are eligible for assignment. These filters evaluate specific fields or attributes of a work item — such as priority, case type, or customer tier — and match them to corresponding assignment criteria. This helps streamline the case distribution and ensure the right type of case goes to the right pool or queue.

D. Specific case attributes

Matching rules also leverage case attributes like category, priority, product, customer account, or region. These attributes help the system determine which agent or assignment group is best suited to handle the issue. For example, a high-priority case from a premium customer may be routed to a specialized support team using these attributes.

A. Agent resources best suited to work on a case

While agent availability and skill set are important in assignment rules, they are not part of the matching rules themselves. Matching rules focus on work item characteristics, not agent capabilities.

B. Specific routing rules

Routing rules come after matching rules and determine how to deliver the work to the agent. Matching rules are about what work qualifies, not how it is routed.

The correct answers are C (Filters set up in AWA) and D (Specific case attributes) — both are foundational to how matching rules evaluate and categorize work items.

Question No 5:

How do matching rules in ServiceNow enhance assignment capabilities during the case assignment process?

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

Correct Answer: B. Providing dynamic matching of cases to groups or individuals

Explanation:

In ServiceNow Customer Service Management (CSM), the process of assigning cases, tasks, or interactions to the right agents or groups is a critical component of efficient service delivery. One of the key tools used to improve this process is the Matching Rules framework, especially when paired with Advanced Work Assignment (AWA).

Correct Option: B. Providing dynamic matching of cases to groups or individuals

Matching rules are designed to evaluate specific attributes of incoming work items — such as priority, product, case type, location, or customer tier — and then dynamically match them to the most appropriate assignment group or individual agent. These rules do not statically assign work; instead, they enable a more context-aware and flexible assignment process, ensuring that each case reaches the best resource based on the data available at the time of creation or update.

For example, a case tagged as a "High Priority – Billing Issue" from a VIP customer may be automatically matched to a specific team that specializes in high-priority financial support. This dynamic, rule-driven logic helps reduce manual assignment, speed up response times, and improve customer satisfaction.

Incorrect Options:

• A. Matching best agent by availability
  Availability is handled by routing rules and agent capacity settings, not matching rules. Matching rules determine who can receive the work, not when.

• C. Determining if the account is a customer or partner
  While account type may be a factor in filtering or categorizing a case, matching rules are not specifically built for identifying account types; this would fall under record logic or business rules.

• D. Matching best agent by skill
  Agent skills are evaluated during the routing process, after matching rules have determined the eligible group or queue.

Matching rules enhance assignment by dynamically evaluating case data and ensuring it's routed to the right group or agent queue. This is foundational to building intelligent, scalable customer service workflows.

Question No 6:

In ServiceNow Customer Service Management (CSM), Special Handling Notes can be applied to which of the following entities based on specific attributes or classifications?

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

Correct Answer: B. Contact

Explanation:

In ServiceNow Customer Service Management (CSM), Special Handling Notes are a powerful feature used to flag important contextual information about specific records, particularly those related to customer interactions. These notes help customer service agents understand how to engage with a particular individual, organization, or scenario by surfacing key considerations such as VIP status, language preferences, behavioral warnings, or service-level expectations.

Correct Option: B. Contact

Special Handling Notes are most commonly and effectively applied to the Contact record in ServiceNow. A Contact represents an individual user — such as a customer, partner, or internal employee — who interacts with support. By associating special handling notes with a contact, organizations can display important alerts whenever an agent views or works with that contact.

For example:

• A contact might be marked as VIP, triggering a note like “Priority support required – escalate immediately.”

• Another contact might have a note stating “Prefers communication via email – avoid phone calls.”

• Notes can also flag problematic behaviors like “History of abusive language – escalate if necessary.”

These notes are configured to appear contextually — for example, when creating or viewing a case involving that contact — and ensure agents are always aware of critical handling instructions without needing to search through case history or other records.

Incorrect Options:

• A. Domain
  Domains in ServiceNow relate to data separation in multi-tenant environments (Domain Separation) and are not directly tied to special handling notes.

• C. Holiday
  Holidays may affect SLA calculations but are not entities where special handling notes are applied.

• D. VIP
  VIP is often a classification or tag applied to a Contact. Special Handling Notes are not applied to the VIP status itself, but to the Contact who may be marked as VIP.

Special Handling Notes are linked to Contacts and are designed to assist agents by providing timely, relevant context. This feature boosts personalization, risk management, and service quality during customer interactions.

Question No 7:

How does Predictive Intelligence in ServiceNow enhance case management processes?

A. Predicting what values should have gone into empty fields in historical records
B. Reducing the number of records needed to accurately predict a value
C. Replacing legacy routing rules
D. Predicting Case values without manual intervention

Correct Answer: D. Predicting Case values without manual intervention

Explanation:

Predictive Intelligence in ServiceNow is a powerful AI and machine learning (ML) capability that automates and optimizes various service management processes, especially in case management. Its primary objective is to increase efficiency, reduce manual workload, and improve accuracy by leveraging historical data patterns to make intelligent predictions.

Correct Option: D. Predicting Case values without manual intervention

In the context of Case Management, Predictive Intelligence enables the system to automatically populate key field values — such as category, subcategory, assignment group, or priority — based on how similar cases were handled in the past. This automation helps agents by:

• Eliminating guesswork during case creation.

• Ensuring data consistency across records.

• Speeding up case resolution by routing and classifying cases accurately.

When a new case is created, Predictive Intelligence evaluates its content (such as description, subject, or channel) and suggests or sets appropriate values without the need for the agent to manually input them. For instance, if a user submits a case saying, “My password reset link isn’t working,” Predictive Intelligence may auto-classify it under “Access Issues > Password Reset” and assign it to the appropriate service desk.

Incorrect Options:

• A. Predicting what values should have gone into empty fields in historical records
  This option refers to data cleansing, which is not a core use case for Predictive Intelligence.

• B. Reducing the number of records needed to accurately predict a value
  While ServiceNow has improved its AI algorithms, large data sets are still necessary for accurate model training — this is not a feature of Predictive Intelligence.

• C. Replacing legacy routing rules
  Predictive Intelligence complements, but does not directly replace, legacy routing rules. It enhances routing by adding intelligence on top of traditional logic.

Predictive Intelligence improves case management by automating case classification and routing, reducing manual effort, and increasing accuracy — making D the correct answer.

Question No 8:

In ServiceNow’s Advanced Work Assignment (AWA), which of the following is considered a valid condition used in matching rules to determine how cases or tasks are assigned?

A. Agent domain
B. Assignment
C. Switching
D. Specific case attributes

Correct Answer: D. Specific case attributes

Explanation:

In ServiceNow’s Advanced Work Assignment (AWA), matching rules play a critical role in the intelligent assignment of work items like cases, incidents, or chats. These rules help determine whether a specific work item qualifies to be routed to a particular assignment group or agent queue. The effectiveness of matching rules depends on how well they leverage key data from the case or task itself.

Correct Option: D. Specific case attributes

Matching rules are built upon conditions that evaluate fields and metadata from a case, often referred to as case attributes. These can include:

• Category and subcategory

• Priority

• Customer or account type

• Product or service involved

• Region or location

• Language or communication channel

By analyzing these fields, ServiceNow’s matching engine dynamically determines which group or pool of agents is best suited to receive and work on the case. For example, a case with the category “Technical Issue” and priority “High” could be matched to a Tier 2 technical support group.

This approach ensures:

• Efficiency – Work is assigned quickly and accurately.

• Consistency – Similar cases follow consistent routing paths.

• Personalization – Specialized teams can be matched based on issue type.

Incorrect Options:

• A. Agent domain
  Domain separation in ServiceNow is used for data isolation between business units or organizations, but it's not a matching rule condition.

• B. Assignment
  Assignment" is an outcome of matching and routing rules, not a condition used within the rule itself.

• C. Switching
  This is not a relevant concept in the context of matching rules in ServiceNow. It does not pertain to work item evaluation or routing.

Specific case attributes form the foundation of matching rules in ServiceNow, enabling smart, criteria-based work routing. Hence, D is the correct answer.

Question No 9:

In ServiceNow's Case form timeline, what do blue circles represent in the visual activity stream?

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

Correct Answer: C. Activity

Explanation:

In ServiceNow Customer Service Management (CSM), the timeline view (also known as the Case form timeline or Visual Task Board timeline) provides a visual, chronological representation of key events and interactions that have occurred over the life cycle of a case. This feature is crucial for agents and managers who need a quick, consolidated view of how a case has progressed — without having to read through extensive case logs or manually review the activity feed.

Correct Option: C. Activity

In the timeline view, blue circles are used to represent activities. An activity in this context refers to any meaningful event or action taken on the case. These can include:

• Case creation or update

• Field changes (like priority, status, or assignment)

• Customer responses

• Agent actions

• Notes or comments added

• Workflow events (like escalations or SLA breaches)

Each blue circle appears in a linear timeline, allowing users to click and view details about the specific activity. The position of the circle along the timeline indicates when the activity occurred, making it easier to understand the sequence of events and the responsiveness of support teams.

This visual tool enhances agent productivity by:

• Providing a quick overview of case history

• Supporting compliance with SLAs by tracking response and resolution times

• Making it easier to collaborate across shifts or teams

Incorrect Options:

• A. Note and D. Comment
  While notes and comments may appear as part of the case's activity stream, they are types of activities and are not uniquely represented by blue circles.

• B. State
  State changes (like moving from "New" to "In Progress") are logged as activities, but again, the circle does not represent the state itself — it represents the fact that a state change activity occurred.

The blue circles in the case timeline signify activities — all tracked events related to the case. Therefore, C. Activity is the correct answer.

Question No 10:

In ServiceNow, Predictive Intelligence helps improve case triage by reducing manual guesswork. Which two of the following decisions can be supported by Predictive Intelligence to streamline the case management process? (Choose two)

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

Correct Answers: C. Case Categorization, D. Case Prioritization

Explanation:

Predictive Intelligence is a key AI-driven capability in ServiceNow that uses machine learning to automate decision-making processes in service management — particularly during the triage phase of case handling. Triage is the process where incoming cases are evaluated, categorized, prioritized, and routed to the appropriate team or agent. When done manually, this process can be inconsistent, slow, and error-prone.

Predictive Intelligence improves this by learning from historical case data to suggest or auto-fill values based on patterns in similar past cases. Two critical decisions it supports are:

C. Case Categorization

Predictive Intelligence can automatically recommend or assign a category and subcategory to new cases by analyzing their descriptions or related metadata. For instance, if a case description contains phrases like “cannot log in” or “forgot password,” the system can classify it under “Access Issues > Login Problems.” This reduces the time agents spend interpreting user input and increases accuracy in categorization.

D. Case Prioritization

Predictive Intelligence also aids in automatically prioritizing cases based on urgency, impact, or language used in the case description. For example, if a case mentions terms like “system down” or “critical failure,” the model can predict that the priority should be set to “High” or “Critical.” Accurate prioritization ensures urgent cases are handled promptly and helps maintain SLA compliance.

Incorrect Options:

• A. Case Escalation: Escalation decisions typically involve complex business logic, such as SLA breaches, time-based triggers, or manager overrides, which are not directly controlled by Predictive Intelligence.

• B. Case State: Predictive Intelligence does not decide the workflow state (e.g., New, In Progress, Resolved); this is controlled by process automation and agent actions.

Predictive Intelligence enhances case triage by automatically suggesting case categorization and prioritization, helping agents make faster, more accurate decisions. Thus, C and D are the correct answers.