Cis Csm 78 Questions And Answers
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Terms in this set
78
Which of the following is incorrect regarding Agent Workspace for CSM?
Agents can use Agent Workspace or the traditional UI view of cases, not both
Agent Workspace provides an integrated and intuitive user experience
Agents can handle both real-time calls and chats via Agent Workspace
Configuration for Agent Workspace depends on which plugins you have enabled
Agents can use Agent Workspace or the traditional UI view of cases, not both
Agent Workspace provides an integrated and intuitive user experience
Agents can handle both real-time calls and chats via Agent Workspace
Configuration for Agent Workspace depends on which plugins you have enabled
Agents can use Agent Workspace or the traditional UI view of cases, not both
When agent requires some information from the customer to help his solve the case, the case state is:
Awaiting Info
Which of these is not a ServiceNow CSM integration capability:
- REST Message
- CAN Message
- Import Sets
- Table API
- REST Message
- CAN Message
- Import Sets
- Table API
CAN Message
Regarding Account Teams, if the responsibility is defined as unique, then adding duplicate responsibilities to the same account is...
... not allowed
How many active OpenFrame configurations can you have on an instance?
Unlimited
Access to knowledge base or articles can be restricted based on customer's assets and the product models using which of the following - SELECT 2
e. ACL
f. User Criteria
g. Knowledge Product Entitlements
h. None of the above
e. ACL
f. User Criteria
g. Knowledge Product Entitlements
h. None of the above
User Criteria and Knowledge Product Entitlement
What should be part of the pre-engagement collateral?
• Scoping Guide
• Frequently Asked Questions (FAQ)
• Customer Service Roles template
• Stock Keeping Unit (SKU) and pricing sheet
• Scoping Guide
• Frequently Asked Questions (FAQ)
• Customer Service Roles template
• Stock Keeping Unit (SKU) and pricing sheet
Scoping Guide
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
• Selecting none of the groups
• Selecting all of the groups
• Misconfigured
• Missing Configuration
• Selecting none of the groups
• Selecting all of the groups
• Misconfigured
• Missing Configuration
Selecting all of the groups
Which plugin enables the support chat as one of the communication channels between a customer and a customer support agent?
• CSM Chat plugin
• Connect Chat plugin
• No plugin required. Feature is available with CSM
• Connect plugin
• CSM Chat plugin
• Connect Chat plugin
• No plugin required. Feature is available with CSM
• Connect plugin
no plugin required. Feature is available with CSM
One of the conditions that matching rules are based on is?
• Assignment
• Agent Domain
• Switching
• Case Attributes
• Assignment
• Agent Domain
• Switching
• Case Attributes
Case Attributes
(not included) Agent Resources
(not included) Agent Resources