Cis Csm Questions 60 Questions And Answers
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Terms in this set
60
What are the four CSM applications
Case Management, CSM Portal, CSM Performance Analytics Content Pack, Account and Contract Management
Agents and managers cannot create knowledge articles from Community questions.
A. True
B. False
A. True
B. False
Answer: B (False)
Information about a customer's service contract is found in Knowledge.
A. False
B. True
A. False
B. True
Answer: A (False)
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
Answer:
A ( Customer Service Application)
B (Contact)
C (Account)
A ( Customer Service Application)
B (Contact)
C (Account)
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.
Answer:
A (Agent resources best suited to work on a case)
D(Specific case attributes)
A (Agent resources best suited to work on a case)
D(Specific case attributes)
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.
Answer: A
(Matching best agent by availability)
(Matching best agent by availability)
Special handling notes can apply to which one of the following based on specific attributes?
A. Domain
B. Contact
C. Holiday
D. VIP
A. Domain
B. Contact
C. Holiday
D. VIP
Answer: B
(Contact)
(Contact)
Predictive Intelligence improves Case management by:
A: Predicting what values should have gone into empty fields in historical records.
B: Reducing the number of records needed to accurately predict a value.
C: Replacing legacy routing rules
D: Predicting Case values without manual intervention.
A: Predicting what values should have gone into empty fields in historical records.
B: Reducing the number of records needed to accurately predict a value.
C: Replacing legacy routing rules
D: Predicting Case values without manual intervention.
Answer: D
(Predicting case values without manual intervention)
(Predicting case values without manual intervention)
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
Answer: B
(Assignment)
(Assignment)
9.What do blue circles in the timeline of a case form represent?
A. Note
B. State
C. Activity
D. Comment
A. Note
B. State
C. Activity
D. Comment
Answer: B
State
State