Cis - Csm Exam UPDATED QUESTIONS
AND CORRECT ANSWERS
When are child cases updated from the parent case? - CORRECT ANSWER Upon update of
parent (automatic)
Using the FSM Application on a mobile device offline - CORRECT ANSWER Execute
assigned TASKS
Required to enable the Follow the sun field on the Customer Service Case form - CORRECT
ANSWER Value property on form must be set to true and field added to case form
Primary output from the Requirements Gathering workshop - CORRECT ANSWER Stories
NOT a Recipient List - CORRECT ANSWER Product
External business applications often need a process integration - CORRECT ANSWER BCP
CRM
ERP
Customer Service Agents (sn_customerservice_agent) are responsible for which tasks? - CORRECT
ANSWER PROPOSE major case
CREATE, view, edit & work on case
ESCALATE
ASSIST customer with questions & issues
Table must be extended when creating a new case type - CORRECT ANSWER Case
(sn_customerservice_case)
Roles can specify both skills and mandatory skills for cases and tasks - CORRECT ANSWER
Customer Service Manager (sn_customerservice_manager)
Customer Service Agent (sn_customerservice_agent)
, Benefits of scoping an application - CORRECT ANSWER Additional CONTROL
App data & LOGIC protected from other application changes
CSM independent of IT
CSM Features*** - CORRECT ANSWER ENTITLEMENTS
SLAs
ROUTING
CONTRACTS
Viewing a customer's install base in Agent Workspace enables customer service agents to: -
CORRECT ANSWER Quickly identify customer REQUIREMENTS
Identify opportunities for UPSELL
Knowledge Product Entitlement benefits: - CORRECT ANSWER Access to articles related to
PRODUCTS owned by customer
Manage case VOLUME
REDUCE CALLS
Catalog Item Variable's purpose: - CORRECT ANSWER Allows customer/consumer to qualify
themselves
Table included with Case & Account escalation: - CORRECT ANSWER Escalation Severities
(sn_customerservice_escalation_severity)
Blue circles in the timeline of a case - CORRECT ANSWER State changes
Entitlements are counted using - CORRECT ANSWER Hours & Cases
Must be run to retrieve daily case data from previous months - CORRECT ANSWER
Customer Service Historic Data collection
AND CORRECT ANSWERS
When are child cases updated from the parent case? - CORRECT ANSWER Upon update of
parent (automatic)
Using the FSM Application on a mobile device offline - CORRECT ANSWER Execute
assigned TASKS
Required to enable the Follow the sun field on the Customer Service Case form - CORRECT
ANSWER Value property on form must be set to true and field added to case form
Primary output from the Requirements Gathering workshop - CORRECT ANSWER Stories
NOT a Recipient List - CORRECT ANSWER Product
External business applications often need a process integration - CORRECT ANSWER BCP
CRM
ERP
Customer Service Agents (sn_customerservice_agent) are responsible for which tasks? - CORRECT
ANSWER PROPOSE major case
CREATE, view, edit & work on case
ESCALATE
ASSIST customer with questions & issues
Table must be extended when creating a new case type - CORRECT ANSWER Case
(sn_customerservice_case)
Roles can specify both skills and mandatory skills for cases and tasks - CORRECT ANSWER
Customer Service Manager (sn_customerservice_manager)
Customer Service Agent (sn_customerservice_agent)
, Benefits of scoping an application - CORRECT ANSWER Additional CONTROL
App data & LOGIC protected from other application changes
CSM independent of IT
CSM Features*** - CORRECT ANSWER ENTITLEMENTS
SLAs
ROUTING
CONTRACTS
Viewing a customer's install base in Agent Workspace enables customer service agents to: -
CORRECT ANSWER Quickly identify customer REQUIREMENTS
Identify opportunities for UPSELL
Knowledge Product Entitlement benefits: - CORRECT ANSWER Access to articles related to
PRODUCTS owned by customer
Manage case VOLUME
REDUCE CALLS
Catalog Item Variable's purpose: - CORRECT ANSWER Allows customer/consumer to qualify
themselves
Table included with Case & Account escalation: - CORRECT ANSWER Escalation Severities
(sn_customerservice_escalation_severity)
Blue circles in the timeline of a case - CORRECT ANSWER State changes
Entitlements are counted using - CORRECT ANSWER Hours & Cases
Must be run to retrieve daily case data from previous months - CORRECT ANSWER
Customer Service Historic Data collection
