CIS-CSM Case Management Practice Question
An administrator is setting up Advanced Work Assignment (AWA) for CSM cases. Which THREE components must be configured to ensure cases are successfully routed to available agents using AWA? (Choose three.)
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Matching Rules to evaluate agent skills and criteria
AWA configuration requires service channels, queue definitions, and assignment rules or criteria to route work items effectively to qualified agents.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Matching Rules to evaluate agent skills and criteria
Why this is correct
Correct. Matching rules determine which agents qualify to receive work items from the queue based on skills or attributes.
- ✓
Assignment Queues to group incoming work items
Why this is correct
Correct. Queues hold the work items until an eligible agent accepts them.
- ✗
Major Case Task Definitions
Why it's wrong here
Major Case Tasks are specific to MCM and not required for general AWA case routing.
- ✓
AWA Service Channel for CSM Case
Why this is correct
Correct. A service channel defines how a task type (such as Case) behaves within AWA.
- ✗
Dictionary Overrides for the Assigned To field
Why it's wrong here
Dictionary overrides are not part of AWA configuration.
About these practice questions
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official ServiceNow exam blueprint
This CIS-CSM practice question is part of Courseiva's free ServiceNow certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CIS-CSM exam.