CIS-CSM Online Practice Questions and Answers

Information about a customer's service contract is found in Knowledge.

A. False

B. True

Articles can provide the following: (Choose three.)

A. Document current and known issues

B. Provide answers and responses to common issues or questions

C. Information about customer's service contract

D. Share product information

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

A. Manage cases on behalf of customer service agents

B. Create cases on behalf of customers

C. Manage requests on behalf of customer service agents

D. Create requests on behalf of customers

E. Manage major incident communication on behalf of a customer service manager

Which of the following roles cannot update a consumer's record?

A. sn_customerservice_agent

B. sn_customerservice_manager

C. sn_customerservice.consumer_agent

D. admin

The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench? (Choose three.)

A. Correlation

B. Availability

C. Scripted

D. Simple Match

E. Aggregate

Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)

A. Hardware assets

B. Facility assets

C. Configuration assets

D. Software licenses assets

E. Enterprise Software assets

F. Network assets

G. Consumables assets

An Account Relationship is based on a defined account relationship hype. Users with the System Administrator role can define two types of relationships: (Choose two.)

A. Partner-to-customer

B. Account-to-customer

C. Account-to-account

D. Customer-to-Consumer

E. Partner-to-account

What are the advantages of leading indicators over lagging indicators? (Choose two.)

A. Hard to influence

B. Prospective

C. Retrospective

D. Easy to influence

Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?

A. The form header's secondary values can only be displayed above the ribbon components

B. The form header's primary values can be displayed in the contextual side panes instead of above the ribbon components

C. The form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components

D. The form header for the case form can display five levels of field values from the case table

Which of the following is correct regarding the social media channel?

A. Cases cannot be created from any of the social channels

B. Cases are NOT created automatically from any of the social channels

C. Cases can be created automatically depending on which social channel is used

D. Cases are created automatically from all of the social channels

When working with communication channels, what inbound email flows are available by default? (Choose two.)

A. Create case for product

B. Create case for asset

C. Update case from forward email

D. Create case from email

E. Update case using reply

Installing the Customer Service Management plugin activates:

A. Only one other plugin - Field Service Management Plugin

B. No other Plugins

C. Only two other plugins - Portal and Case Management

D. Many other plugins at the same time

Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)

A. Customer service manager (sn_customerservice_manager)

B. Customer service agent (sn_customerservice_agent)

C. Customer administrator (sn_customerservice.customer_admin)

D. Partner (sn_customerservice.partner)

To which recipient types can targeted communications (publications) be sent? (Choose two.)

A. Outsourced Service Providers

B. Contacts

C. Internal users

D. Households

What are the different resource matching methods on the Matching Rule form? (Choose four.)

A. Simple

B. Advanced

C. Selection Criteria

D. Skill

E. Affinity

F. Scripted