CIS-CSM Case Management Practice Question
When configuring Case Resolution Workflows, what are THREE key considerations or components an administrator must account for? (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
✓
Mandatory fields required before a case can transition to Resolved
Configuring case resolution involves defining valid states, mandatory fields upon resolution, and closure notifications.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Mandatory fields required before a case can transition to Resolved
Why this is correct
Requiring fields like Resolution Code and Resolution Notes ensures proper data capture.
- ✓
Trigger conditions for customer satisfaction surveys upon resolution
Why this is correct
Setting up automated feedback mechanisms helps measure service quality upon closure.
- ✗
Mandatory deletion of all related attachments upon resolution
Why it's wrong here
Attachments are preserved for auditing and historical reference, never automatically deleted upon resolution.
- ✗
Automatic hardware replacement dispatch for all case types
Why it's wrong here
Hardware replacement is specific to field service management, not a universal CSM case resolution requirement.
- ✓
State transition rules restricting invalid path movements
Why this is correct
Administrators must ensure agents follow prescribed business paths from New to Resolved/Closed.
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.