CIS-CSM Online Practice Questions and Answers

Which of the following are benefits that may be gained from using communities? (Choose three.)

A. Reduce support costs

B. Engagement with Customers

C. Get product feedback

D. Reduce cost per sales

E. Increase marketing effectiveness

What is a case?

A. An individual record that handles and resolves incidents for external customers

B. An individual record that is used to identify and create automation opportunities

C. An individual record that is used to identify and resolve a question or issue for an external customer

D. An individual record that handles and routes issues for internal users

An Account Relationship is based on a defined account relationship hype. Users with the System Administrator role can define two types of relationships: (Choose two.)

A. Partner-to-customer

B. Account-to-customer

C. Account-to-account

D. Customer-to-Consumer

E. Partner-to-account

The default configuration automatically closes resolved Cases after how many days?

A. 5 days

B. Cases are not automatically closed by default

C. 3 days

D. 10 days

What types of escalation templates can be created? (Choose two.)

A. Case

B. Sold Product

C. Consumer

D. Account

Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)

A. Assigned Cases

B. Agent Affinity

C. Availability Today

D. Matching Skills

E. Agent History

Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

A. Contextual Search

B. Agent Assist

C. Dynamic Related Records

D. Record Information

What action is required to enable agents to create an incident record for a case?

A. They must be assigned with the read role for incident

B. They must be assigned with the itil role

C. They must be assigned with the snc_intemal role

D. They must be assigned with the sn_customerservice.itsm_contributor role

Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)

A. State Flows

B. Assignment Workbench

C. Assignment Rules

D. CSM Workspace

Which roles are responsible for maintaining account team membership? (Choose two.)

A. Customer Admin [sn_customerservice.customer.admin]

B. Customer Case Manager [sn_customerservice.customer_case_manager]

C. System Administrator [admin]

D. Customer Service Manager [sn_customerservice_manager]