CIS-CSM Online Practice Questions and Answers

Information about a customer's service contract is found in Knowledge.

A. False

B. True

What module is used to create Case Record Producers?

A. Case Record Producers

B. Edit Records

C. Record Producers

D. Maintain Records

What is required to enable the Follow the sun field on the Customer Service Case form?

A. Nothing, it is a standard field

B. The value property on the form must be set to true

C. The plugin `com.snc.csm_time_recording' needs to be activated

D. The value property on the form must be set to true and the field added to the case form

In the Customer Service Management space, what does the term asset management mean?

A. Financial, contractual and inventory information of assets

B. A set of business activities and processes used to track assets

C. Tables in the Asset application

D. Tracking products or services customers are using

What feature does the Product Model and Catalog Items Relationship plugin enable?

A. Agents are automatically proposed catalog items related to the chosen product on the case form

B. Consumers can track what products they have purchased via the catalog

C. It provides a contextual service catalog based on the customer's subscribed services D. Customer service managers can track the financial cost of customer's subscribed services and the related requests

Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)

A. sn_customerservice_agent

B. sn_customerservice.customer_admin

C. sn_customerservice.partner_admin

D. sn_customerservice_manager

E. admin

Viewing a customer's install base in the CSM Workspaces enables customer service agents to: (Choose two.)

A. Close an upsell of related products and services not yet purchased by a customer

B. See the detailed configurations of the products and services deployed for a customer to determine the action needed

C. Trace Information provided in a case to the right product or service to which it relates

D. Monitor related operational services and configuration items that affect service health

Benefits of Proactive Customer Service Operations include: (Choose two.)

A. Reduced inbound calls from customers

B. Reduction in staff turnover

C. Major cases can be eliminated as there will be no Impact to customers

D. Reduced Mean Time To Resolve (MTTR)

E. Guaranteed increase in customer satisfaction

Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?

A. Service Analytics

B. In-form Analytics

C. Case Spotlight

D. CSM Prediction Results

What is a household entity?

A. Group of users that usually share a common address and use services as a group

B. Group of people that usually share a common address and use services as a group

C. Group of customers that usually share a common address and use services as a group

D. Group of consumers that usually share a common address and use services as a group