Cis Csm 126 Questions And Answers
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Terms in this set
126
What are the features of Customer Service Management? (Choose four.)
A. Timed Audits
B. Service Entitlements
C. Demand Management
D. Service Prospecting
E. Real-time SLAs
F. Service Contracts
G. Skills-based routing
A. Timed Audits
B. Service Entitlements
C. Demand Management
D. Service Prospecting
E. Real-time SLAs
F. Service Contracts
G. Skills-based routing
Service Entitlements
Demand Management
Real-time SLAs
Skills-based routing
Demand Management
Real-time SLAs
Skills-based routing
What are the Forum User Types? (Choose three.)
A. Admin
B. Registered
C. Public
D. Custom
E. Moderator
A. Admin
B. Registered
C. Public
D. Custom
E. Moderator
Registered
Public
Moderator
Public
Moderator
Which of the following are true regarding the Community Portal application? (Choose two.)
A. It is available to any customer with a Community license
B. It is available by default with the Support and Service portals
C. It is only available to CSM license holders
D. Most of the configuration does not require System Administrator role
A. It is available to any customer with a Community license
B. It is available by default with the Support and Service portals
C. It is only available to CSM license holders
D. Most of the configuration does not require System Administrator role
It is available to any customer with a Community license
It is only available to CSM license holders
It is only available to CSM license holders
If only one user reports a content for moderation, the content will be hidden.
A. True
B. False
A. True
B. False
False
The available case types are: (Choose two.)
A. Product Support
B. Order
C. Product
D. Support
A. Product Support
B. Order
C. Product
D. Support
Order
Support
Support
What is required to enable the Follow the sun field on the Customer Service Case form?
A. Nothing, it is a standard field
B. The value property on the form must be set to true
C. The plugin 'com.snc.csm_time_recording' needs to be activated
D. The value property on the form must be set to true and the field added to the case form
A. Nothing, it is a standard field
B. The value property on the form must be set to true
C. The plugin 'com.snc.csm_time_recording' needs to be activated
D. The value property on the form must be set to true and the field added to the case form
The value property on the form must be set to true
In the Customer Service Management space, what does the term asset management mean?
A. Financial, contractual and inventory information of assets
B. A set of business activities and processes used to track assets
C. Tables in the Asset application
D. Tracking products or services customers are using
A. Financial, contractual and inventory information of assets
B. A set of business activities and processes used to track assets
C. Tables in the Asset application
D. Tracking products or services customers are using
Financial, contractual and inventory information of assets
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
A. sn_customerservice_agent
B. sn_customerservice_manager
C. sn_customerservice.consumer_agent
D. admin
sn_cutomerservice_agent
Major Issue Management uses which one of the following capabilities?
A. Governance Risk and Control
B. Targeted Communications
C. Asset management
D. Record producers
A. Governance Risk and Control
B. Targeted Communications
C. Asset management
D. Record producers
Targeted Communications
What is required to synchronize fields from a parent to a child case(s)?
A. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
B. Major Issue Management needs to be installed and certain properties enabled
C. No action required, this is a standard Customer Service Management feature
D. The role of sn_customerservice.customer_case_manager must be assigned
A. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
B. Major Issue Management needs to be installed and certain properties enabled
C. No action required, this is a standard Customer Service Management feature
D. The role of sn_customerservice.customer_case_manager must be assigned
No action required, this is a standard Customer Service Management feature