Cis Csm Examtopics 102 Questions And Answers
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102
Where should non-configurable attributes be stored?
A. Case Tables
B. Product Model Tables
C. Free text
D. Contract Table
A. Case Tables
B. Product Model Tables
C. Free text
D. Contract Table
B. Product model Tables
What feature allows an agent to provide updates to customers and internal stakeholders while a Case is in progress?
A. Post Case Reviews
B. Open Case Summary
C. Case Action Summaries
D. Active Case Update
A. Post Case Reviews
B. Open Case Summary
C. Case Action Summaries
D. Active Case Update
C. Case Action Summaries
What actions should be prioritized when storing Product Models with similar non-configurable attributes? (Choose two.)
A. Group them in a baseline table
B. Use custom tables
C. Create separate tables for each attribute
D. Modify each product's data model individually
E. Ensure attributes match those of existing tables
A. Group them in a baseline table
B. Use custom tables
C. Create separate tables for each attribute
D. Modify each product's data model individually
E. Ensure attributes match those of existing tables
A. Group them in a baseline table
E. Ensure attributes match those of existing tables
E. Ensure attributes match those of existing tables
What does it mean if you do not see the Selector when creating Case tasks?
A. No service-to-service relationship has been defined
B. No Case to case task relationship has been defined
C. No product to case task relationship has been defined
D. No customer to task relationship has been defined
A. No service-to-service relationship has been defined
B. No Case to case task relationship has been defined
C. No product to case task relationship has been defined
D. No customer to task relationship has been defined
C. No product to case task relationship has been defined
What is the core function of product model tables in the CSM application?
A. To manage customer feedback
B. To categorize products and services
C. To track user activities
D. To store sales information
A. To manage customer feedback
B. To categorize products and services
C. To track user activities
D. To store sales information
B. To categorize products and services
What role do customer data models play in Service CSM from a technical perspective?
A. They support the implementation of various business models
B. They track employee performance metrics
C. They facilitate integration with third-party systems
D. They define the pricing structure for services
A. They support the implementation of various business models
B. They track employee performance metrics
C. They facilitate integration with third-party systems
D. They define the pricing structure for services
A. They support the implementation of various business models
What is used to capture details about a resolved case, including a summary of the issue, affected assets, root cause, resolution, and any preventative measures?
A. Active Case Update
B. Open Case Summary
C. Post case review
D. Case action summary
A. Active Case Update
B. Open Case Summary
C. Post case review
D. Case action summary
C. Post case review
When should the Install Base field be used on a Case form?
A. When tracking performance metrics
B. When there is a single association between a case and an install base
C. When updating customer details
D. When multiple install bases are associated with a case
A. When tracking performance metrics
B. When there is a single association between a case and an install base
C. When updating customer details
D. When multiple install bases are associated with a case
B. When there is a single association between a case and an install base
What does the case action status use to automatically determine the action status for Cases?
A. Case task state
B. Case flows
C. Case state
D. Case SLA
A. Case task state
B. Case flows
C. Case state
D. Case SLA
A. Case task state
What action should be taken in the event that a product possesses a different set of non-configurable attributes?
A. Modify the existing product data model
B. Add a table extends to the Product Model or child tables
C. Group it with similar products in an existing table
D. Assign additional configurable attributes
A. Modify the existing product data model
B. Add a table extends to the Product Model or child tables
C. Group it with similar products in an existing table
D. Assign additional configurable attributes
B. Add a table extends to the Product Model or child tables