CSM Configuration Questions

CSM setup in ServiceNow, routing and assignment, case types, and communication channels.

23 total questions3 free questions

About CSM Configuration

CSM Configuration covers the technical setup of Customer Service Management in ServiceNow, including routing strategies, case type definitions, and omnichannel communication options.

Why This Matters for Your Exam

This is the largest domain at 38% of the exam. Expect questions on CSM plugins, Guided Setup, routing and assignment rules, case types, and channel configuration (email, chat, phone, portal).

Key Concepts to Master

Master CSM Guided Setup tasks, understand routing options (assignment rules, data lookup, Advanced Work Assignment), case type configuration, and channel management for omnichannel support.

Exam Tips

Advanced Work Assignment (AWA) provides intelligent routing based on agent skills and availability. Case types control case behavior and required fields. Know the difference between manual and automatic routing.

Practice Questions

23 questions available

knowledge

What is the purpose of CSM Guided Setup?

ATo provide interactive tutorials for end users

BTo guide administrators through the configuration of CSM features in a structured sequence

CTo automatically configure CSM based on industry templates

DTo generate customer service reports

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knowledge

What role is required to configure case routing and assignment in CSM?

Asn_customerservice_agent

Bitil

Cadmin

Dsn_customerservice_user

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understanding

What are matching rules used for in CSM case routing?

ATo match customers with their previous cases

BTo identify case attributes and the agent resources best suited to handle those cases

CTo match duplicate cases for consolidation

DTo match case descriptions with knowledge articles

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