CIS-CSM Case Management Practice Question
An implementation specialist is configuring Case Creation channels in CSM. Which THREE channels are supported natively out-of-the-box? (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
✓
Virtual Agent / Live Chat
CSM supports multiple multi-channel entry points including portals, email, chat, and telephony integrations.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Physical Mail Optical Character Recognition (OCR) Scanner
Why it's wrong here
Physical mail OCR scanning is not a native CSM channel.
- ✓
Virtual Agent / Live Chat
Why this is correct
Virtual Agent and Agent Chat allow conversational case creation.
- ✓
Customer Service Portal / Consumer Portal
Why this is correct
Portals allow end-users to submit and track cases directly.
- ✓
Inbound Email
Why this is correct
Emails sent to designated mailboxes generate or update cases via Inbound Email Actions.
- ✗
Automated Fax-to-Server Protocol
Why it's wrong here
Fax integration is not a native out-of-the-box CSM case creation channel.
About these practice questions
Courseiva writes every CIS-CSM question from scratch — 328 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
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.