CIS-CSM Questions and Answers | 2025/2026
What are the four CSM applications Case Management, CSM Portal, CSM Performance Analytics
Content Pack, Account and Contract Management
Agents and managers cannot create Answer: B (False)
knowledge articles from Community
questions.
A. True
B. False
Information about a customer's service Answer: A (False)
contract is found in Knowledge.
A. False
B. True
From what places in SN can an agent Answer:
create a case? (Choose three) A ( Customer Service Application)
B (Contact)
A. Customer Service Application
C (Account)
B. Contact
C. Account
D. Chat
,What are the conditions that matching Answer:
rules are based on? (Choose two.) A (Agent resources best suited to work on
a case) D(Specific case attributes)
A. Agent resources best suited to work on a
case.
B. Specific routing rules.
C. Filters set up in advanced work
assignment.
D. Specific case attributes.
Matching rules enhance assignment Answer: A
capability by (Matching best agent by availability)
_____________________.
A. Matching best agent by availability
B. Providing dynamic matching of
cases to groups or individuals
C. Determining if account is a customer or
partner
D. Matching best agent by skill.
Special handling notes can apply to Answer: B
which one of the following based on (Contact)
specific attributes?
A. Domain
B. Contact
, C. Holiday
D. VIP
Predictive Intelligence improves Case Answer: D
management by: (Predicting case values without manual intervention)
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.
Which of the following is a condition for Answer: B
matching rules? (Assignme
nt)
A. Agent domain
B. Assignment
C. Switching
D. Specific case attributes
9. What do blue circles in the Answer: B
timeline of a case form represent? State
A. Note
B. State
C. Activity
D. Comment
What are the four CSM applications Case Management, CSM Portal, CSM Performance Analytics
Content Pack, Account and Contract Management
Agents and managers cannot create Answer: B (False)
knowledge articles from Community
questions.
A. True
B. False
Information about a customer's service Answer: A (False)
contract is found in Knowledge.
A. False
B. True
From what places in SN can an agent Answer:
create a case? (Choose three) A ( Customer Service Application)
B (Contact)
A. Customer Service Application
C (Account)
B. Contact
C. Account
D. Chat
,What are the conditions that matching Answer:
rules are based on? (Choose two.) A (Agent resources best suited to work on
a case) D(Specific case attributes)
A. Agent resources best suited to work on a
case.
B. Specific routing rules.
C. Filters set up in advanced work
assignment.
D. Specific case attributes.
Matching rules enhance assignment Answer: A
capability by (Matching best agent by availability)
_____________________.
A. Matching best agent by availability
B. Providing dynamic matching of
cases to groups or individuals
C. Determining if account is a customer or
partner
D. Matching best agent by skill.
Special handling notes can apply to Answer: B
which one of the following based on (Contact)
specific attributes?
A. Domain
B. Contact
, C. Holiday
D. VIP
Predictive Intelligence improves Case Answer: D
management by: (Predicting case values without manual intervention)
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.
Which of the following is a condition for Answer: B
matching rules? (Assignme
nt)
A. Agent domain
B. Assignment
C. Switching
D. Specific case attributes
9. What do blue circles in the Answer: B
timeline of a case form represent? State
A. Note
B. State
C. Activity
D. Comment
