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CIS-CSM PDF
ServiceNow CIS-CSM PDF

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Q1.

Agents and managers cannot create knowledge articles from Community questions.

Answer: B

See the explanation below.

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.


Q2.

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

Answer: A

See the explanation below.

customer-service-management/concept/c_ContractsAndEntitlements.html

Q3.

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

Answer: A, B, C

See the explanation below.

customer-service-management/reference/r_CustomerServiceCaseForm.htmlc

Q4.

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

Answer: A, D

See the explanation below.

customer-service-management/concept/c_CaseRouting.html

Q5.

Matching rules enhance assignment capability by ____________________.

Answer: D

See the explanation below.

customer-service-management/concept/c_CaseRouting.html

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