Cis Csm Exam 78 Questions And Answers
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Terms in this set
78
Information about a customer's service contract is found in Knowledge.
A. False
B. True
A. False
B. True
A
From what places in SN can an agent create a case? (Choose three.)
A. Customer Service Application
B. Contact
C. Account
D. Chat
A. Customer Service Application
B. Contact
C. Account
D. Chat
BCD
What are the conditions that matching rules are based on? (Choose two.)
A. Agent resources best suited to work on a case
B. Specific routing rules
C. Filters set up in advanced work assignment
D. Specific case attributes
A. Agent resources best suited to work on a case
B. Specific routing rules
C. Filters set up in advanced work assignment
D. Specific case attributes
AD
Matching rules enhance assignment capability by ____________________.
A. Matching best agent by availability
B. Providing dynamic matching of cases to groups or individuals
C. Determining if account is a customer or partner
D. Matching best agent by skill
A. Matching best agent by availability
B. Providing dynamic matching of cases to groups or individuals
C. Determining if account is a customer or partner
D. Matching best agent by skill
A
Which of the following is a condition for matching rules?
A. Agent domain
B. Assignment
C. Switching
D. Specific case attributes
A. Agent domain
B. Assignment
C. Switching
D. Specific case attributes
B
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
A. Case Escalation
B. Case State
C. Case Categorization
D. Case Prioritization
A. Case Escalation
B. Case State
C. Case Categorization
D. Case Prioritization
CD
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
A. Apply Role by Customer
B. Auto Assessment
C. Change Update to Close
D. Update Case Entitlement
A. Apply Role by Customer
B. Auto Assessment
C. Change Update to Close
D. Update Case Entitlement
BD
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
A. Define the Business Pain Points
B. Provide consistent service to customers
C. Have a clear understanding of the use cases
D. Define the number of hours needed to develop the associated requirements
E. Implementation is only as good as the underlying process
A. Define the Business Pain Points
B. Provide consistent service to customers
C. Have a clear understanding of the use cases
D. Define the number of hours needed to develop the associated requirements
E. Implementation is only as good as the underlying process
ABCE
What should be emphasized when designing solutions? (Choose three.)
A. Minimize customizations
B. Focus Out-of-the-box functionality
C. Design for Scalability
D. Mobile friendly functionality
A. Minimize customizations
B. Focus Out-of-the-box functionality
C. Design for Scalability
D. Mobile friendly functionality
ABC
What role does the Engagement Manager play before the Workshop? (Choose two.)
A. Project Manager
B. Acts as intermediary
C. Provides answers to technical problems
D. Assists with technical requirements
A. Project Manager
B. Acts as intermediary
C. Provides answers to technical problems
D. Assists with technical requirements
AD