ServiceNow ServiceNow Certified Implementation Specialist - Customer Service Management Exam CIS-CSM Exam Dumps: Updated Questions & Answers (October 2025)

Uses matching and assignment rules to send work Hems to the agent with the most capacity

When one support group reaches capacity the work Item is automatically routed to another group

Uses matching and assignment rules to send won* items to the agent with the highest availability

Routes cases to different groups based on their skill set and availability

The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

Major Issue Management needs to be installed and certain properties enabled

No action required, this is a standard Customer Service Management feature

The role of sn_customerservice.customer_case_manager must be assigned

True

False

External (snc_external)

Account Contact (sn_cusiometservice.accouni_contactf

Cusiomer(sn_customerservice.customer)

Case Creator (sn_customer service, case creator)

Assets Most Voted

Publications Most Voted

Products Most Voted

Contacts

Contracts

Correlation

Simple Match

Scripted

Availability

Aggregate

Case Lifecycle Reports

Case Action Summaries Most Voted

Post Case Reviews Most Voted

Case Post Mortem

Guide the customer toward industry best practices

Enforce customers to adapt their processes towards the baseline processes

Give the customers the data they need so they can make an informed decision

Any financial implication of a decision should be handled by the delivery and sales team

Engage with customers to gain deep understanding of their organization

Task Activities

Skills Management

Openframe

Communities

Governance Risk and Control

Targeted Communications

Asset management

Record producers