Cis Csm 45 Questions And Answers
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Terms in this set
45
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
Case Spotlight
During which Now Create stage are workshops conducted?
Plan
Which application must be activated to enable customers to check in on-line for future appointments?
Walk-Up Experience
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
Knowledge and skills required for agents
Languages spoken by agents
Number and type of support tools available
Number of agents required
Languages spoken by agents
Number and type of support tools available
Number of agents required
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
Web
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
Order
What's the purpose of the Deactivate Special Handling Notes Scheduled Job?
Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates
What does the Agent Whisper function do?
Lets agents and chat supervisors have a conversation without the requester knowing
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
Consumer User (csm_consumer-user)
Consumer (csm_consumer)
Consumer (csm_consumer)
Who can create a customer service case from a community discussion? (Choose two.)
Customer service agent (sn_customerservice_agent)
Proxy case creator (sn_customerservice.proxy_case_creator)
Proxy case creator (sn_customerservice.proxy_case_creator)