CIS - CSM EXAM PREP III UPDATED ACTUAL QUESTIONS AND CORRECT ANSWERS

CIS - CSM EXAM PREP III UPDATED ACTUAL QUESTIONS
AND CORRECT ANSWERS

Question:
1. When are child cases updated from the parent case?
Answer:
Upon update of parent (automatic)

Question:
2. Using the FSM Application on a mobile device offline
Answer:
Execute assigned TASKS

Question:
3. Required to enable the Follow the sun field on the Customer Service Case form
Answer:
Value property on form must be set to true and field added to case form

Question:
4. Primary output from the Requirements Gathering workshop
Answer:
Stories

Question:
5. NOT a Recipient List
Answer:
Product

Question:
6. External business applications often need a process integration
Answer:
BCP CRM ERP

Question:
7. Customer Service Agents (sn_customerservice_agent) are responsible for which tasks?
Answer:
PROPOSE major case CREATE, view, edit & work on case ESCALATE ASSIST customer with
questions & issues

Question:
8. Table must be extended when creating a new case type
Answer:
Case (sn_customerservice_case)

, Question:
9. Roles can specify both skills and mandatory skills for cases and tasks
Answer:
Customer Service Manager (sn_customerservice_manager) Customer Service Agent
(sn_customerservice_agent)

Question:
10. Benefits of scoping an application
Answer:
Additional CONTROL App data & LOGIC protected from other application changes CSM independent of
IT

Question:
11. CSM Features***
Answer:
ENTITLEMENTS SLAs ROUTING CONTRACTS

Question:
12. Viewing a customer's install base in Agent Workspace enables customer service agents to:
Answer:
Quickly identify customer REQUIREMENTS Identify opportunities for UPSELL

Question:
13. Knowledge Product Entitlement benefits:
Answer:
Access to articles related to PRODUCTS owned by customer Manage case VOLUME REDUCE CALLS

Question:
14. Catalog Item Variable's purpose:
Answer:
Allows customer/consumer to qualify themselves

Question:
15. Table included with Case & Account escalation:
Answer:
Escalation Severities (sn_customerservice_escalation_severity)

Question:
16. Blue circles in the timeline of a case
Answer:
State changes

Question:
17. Entitlements are counted using
Answer:
Hours & Cases