Chapter 3 of 5 · ServiceNow CIS-CSM
Case Management
Case states, state flows, actions, tasks, escalations, major issues, the workspace, digests and service definitions.
- 3topics
- 15 minfast track
- 2diagrams and exhibits
- 17%of the exam
Topics in this chapter
Take them in order, or jump to the one you need.
- 1Case State Flows, Actions, Tasks and EscalationsCIS-CSM case lifecycle: base case states, state flows, agent and customer actions, case tasks, and case and account escalations…Diagram5 min
- 2Major Issue ManagementCIS-CSM major issue management: proposing major case candidates, approving them, child cases, proactive cases from Targeted…Diagram5 min
- 3CSM Workspace, Case Digests and Service DefinitionsCIS-CSM case work: CSM Configurable Workspace landing page and side panel, case digests with action summaries and post case…5 min
About this chapter
What this chapter covers
Case management is 17% of the ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) exam. It covers how a case moves through its states, the actions, tasks and escalations agents use along the way, major issue management for problems that hit many customers, and the workspace, service definitions and case digests that support the work.
Questions are short scenario or recall questions. Some are single answer and some are multiple select, and the multiple select ones state the count, such as "(Choose two.)". There are no exhibits.
How the topics fit together
A case starts with the right service and case type, then moves through a fixed set of states. Agents split work with tasks, raise attention with escalations, and group widespread problems under a major case.
- The documented states are New, Open, Awaiting Info, Resolved and Closed, and the State field also offers Canceled; state flows shape the transitions.
- Case tasks and escalations help without changing who owns the case.
- Major issue management links many customer cases to one major case.
- The CSM Configurable Workspace, service definitions and case digests support the agent and keep stakeholders informed.
When a scenario describes many customers with the same problem, think major case. When it describes one case that needs help from another team, think case task.
How to use these pages
Each topic page has the same shape, so you can skim for what you need.
- What it is: the idea in plain words.
- How it works: the mechanism, with tables and examples.
- What to remember for the exam: the facts to memorize and how questions are phrased.
- Common mistakes: the classic traps.
- Check yourself: three questions to test your understanding.
Ready for more practice?
The full ServiceNow CIS-CSM question bank has 590 questions, with timed practice exams and an explanation for every answer.
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