CIS-CSM Case Management Practice Question
Which TWO of the following are valid ways to create a Case in CSM?
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
✓
Service Portal
Cases can be created via the Service Portal by customers or manually by agents via the Case module.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
System Logs
Why it's wrong here
Logs are for auditing, not case creation.
- ✓
Service Portal
Why this is correct
Service Portal is a primary channel for customers to submit cases.
- ✓
Manual creation in the CSM module
Why this is correct
Agents can manually create cases directly from the Case list.
- ✗
Incident Management module
Why it's wrong here
Incidents are separate from cases, though they can be converted.
- ✗
Knowledge Base
Why it's wrong here
Knowledge Base is for searching articles, not creating cases.
About these practice questions
One of 328 original CIS-CSM practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. 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.