Chapter 2 of 5 · ServiceNow CIS-CSM
CSM Configuration
The case table and roles, routing and assignment with AWA, case types, and the channels customers use.
- 4topics
- 20 minfast track
- 38%of the exam
Topics in this chapter
Take them in order, or jump to the one you need.
- 1CSM in ServiceNowCIS-CSM: how Customer Service Management sits on the platform, the case table that extends Task, interactions, internal and…5 min
- 2Routing and AssignmentCIS-CSM routing and assignment: matching rules, assignment rules, and Advanced Work Assignment queues, service channels…5 min
- 3Case TypesCIS-CSM case types: when a customer issue needs its own case type, how it extends the case table, registering it, and what each…5 min
- 4ChannelsCIS-CSM channels: how web, email, phone, chat, Virtual Agent and messaging create interactions and cases, and how an implementer…5 min
About this chapter
What this chapter covers
CSM configuration is 38% of the ServiceNow CIS-CSM exam, the largest single chapter. It covers how Customer Service Management sits on the platform (the case table, its roles and its interfaces), how cases reach the right agent, how case types model different kinds of customer issue, and how customers contact the business through each channel.
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 customer contacts the business through a channel. The contact becomes an interaction, a case, or both, and the case type decides which data and process apply. Routing then puts the case in front of a qualified agent.
- The CSM case table extends Task, so cases share assignment, notes, approvals and SLA support with other task records.
- Internal roles (agent, manager) work cases; external roles (customer, partner, consumer) raise and follow them.
- Assignment rules and matching rules set an assignment group or agent; AWA pushes work to available agents by queue, capacity and skills.
- A case type is a child table of the case table with its own form views, state flow and roles.
Most questions in this chapter describe a customer requirement and ask which feature meets it. Pick the base CSM feature that fits before thinking about custom tables or scripts.
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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