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ServiceNow CIS-CSM Exam - Topic 1 Question 112 Discussion

Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?
C) A multi-step process consisting of a series of questions answers, and guidance Most Voted
A) A step-by-step methodology for creating and solving different case types
B) A detailed check list for customer service teams
D) A set of steps used to define a complex process

ServiceNow CIS-CSM Exam - Topic 1 Question 112 Discussion

Actual exam question for ServiceNow's CIS-CSM exam
Question #: 112
Topic #: 1
[All CIS-CSM Questions]

Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?

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Suggested Answer: C

by Annett at Jul 15, 2026, 11:53 PM

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Enola
3 days ago
I practiced a similar question, and I feel like C fits best since it involves a series of steps.
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Barrett
8 days ago
I’m not entirely sure, but I remember something about decision trees being used in case resolution. Maybe it’s A?
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Elvera
13 days ago
I think a decision tree is more about guiding through questions and answers, so I’m leaning towards C.
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