Free CIS-CSM Exam Dumps Preview

When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data.

What is this feature?

A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only.

Which features should be used to accomplish this? (Choose two.)

Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?

As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case.

Which action is required to create the knowledge gap?

Based on which out-of-box attributes can Special handling Notes be applied to cases? (Choose three.)

In the Customer Service Management space what defines the term asset?

What is the most efficient way to get cases to be dosed automatically after a few days?

In case management, Parent Child Synchronization allows for which of the following:

Which of the following are correct for parent/child synchronization? (Choose two.)

To which recipient types can targeted communications (publications) be sent? (Choose two.)

During which Now Create stage are workshops conducted?

What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?

Which roles are considered external? (Choose two.)

Customer service agents can use Agent Assist to search for information from an interaction.
BY DEFAULT, what are the available search sources? (Choose three.)

Partner admin contacts have access to the data of both their partner accounts and customer accounts.

What is a supported external customer that, in turn, sells to and supports one or more customers?

On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)

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

What are the conditions that matching rules are based on? (Choose two.)

Read the use case below to determine if the customer service relationship is B2B or B2C.

Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary's house.

What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

Which of the following are benefits of customer access management? (Choose two.)

Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header.

Which of the following is correct regarding form headers in the CSM Configurable workspace?

When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

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.)

Access to a Knowledge base or Article can be restricted based on a customer's assets and the product models using which of the following? (Choose two.)

Which type of catalog item may be found in a Service Catalog?

What are the different resource matching methods on the Matching Rule form? (Choose four.)

After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

What are the advantages of leading indicators over lagging indicators? (Choose two.)

What are the types of matching criteria for Customer Service? (Choose four.)

Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

What are available matching criteria for case assignment in Customer Service Management? (Choose three.)

What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

Which table must be extended when creating a new case type?

Which of the following are channels? (Choose two.)

When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

Which concept primarily relates to how customer data is used for major case management?

Name a security benefit gained from using scoped applications: