Overview
Case Management is the core of CSM, covering the complete lifecycle of customer cases from creation through resolution. It includes handling major issues that affect multiple customers, task management, and escalation procedures.
Why It Matters for the Exam
Case Management accounts for 17% of the exam. Questions focus on case states, major issue management, parent-child case relationships, case tasks, escalations, and resolution workflows.
Key Concepts to Master
1Case state flow and transitions
2Case creation methods
3Major case management
4Parent-child case relationships
5Case tasks
6Case summaries and digests
7Escalation procedures
8Case resolution and closure
💡 Exam Tips & Strategy
Cases follow a specific state flow. Major cases can have child cases attached. Case tasks break down work into manageable pieces. Know the difference between escalation and reassignment.
10
Practice Questions
17%
Exam Weight
CIS-CSM
Certification