CIS-CSM Practice Test

Review 284 CIS-CSM practice questions with answer explanations and community insights.

Question 1

Agents and managers cannot create knowledge articles from Community questions.

  1. True
  2. False

Question 2

Information about a customer’s service contract is found in Knowledge.

  1. False
  2. True

Question 3

From what places in SN can an agent create a case? (Choose three.)

  1. Customer Service Application
  2. Contact
  3. Account
  4. Chat

Question 4

What are the conditions that matching rules are based on? (Choose two.)

  1. Agent resources best suited to work on a case
  2. Specific routing rules
  3. Filters set up in advanced work assignment
  4. Specific case attributes

Question 5

Matching rules enhance assignment capability by ____________________.

  1. Matching best agent by availability
  2. Providing dynamic matching of cases to groups or individuals
  3. Determining if account is a customer or partner
  4. Matching best agent by skill