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CIS-CSM ServiceNow Certified Implementation Specialist - Customer Service Management

  • Servicenow
  • 5 free sample questions

About this exam

CIS-CSM is the Servicenow exam ServiceNow Certified Implementation Specialist - Customer Service Management. Paid practice material for this exam is not available yet, but you can try its free sample questions.

Exam code
CIS-CSM
Vendor
Servicenow
Practice questions
Not available yet
Free sample questions
5
Question bank last updated
Not available yet

Try 2 sample questions

Taken from the free sample set for CIS-CSM.

Question 1

Matching rules enhance assignment capability by__________

  1. Option A:
    Matching best agent by availability
  2. Option B:
    Providing dynamic matching of cases to groups or individuals
  3. Option C:
    Determining if account is a customer or partner
  4. Option D:
    Matching best agent by skill
Show answer and explanation

Correct answer: D

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.

Question 2 (choose 2)

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

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

Correct answer: A, D

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).
See all 5 free sample questions