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What should be part of the pre-engagement collateral? - correct answer Customer Service Roles template In advanced work assignment, what does the overflow assignment capability do, if defined? - correct answer ...

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  • August 8, 2024
  • 15
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers

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  • csm exam dump

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CSM Exam Dump

What should be part of the pre-engagement collateral? - correct answer
Customer Service Roles template



In advanced work assignment, what does the overflow assignment capability do, if defined? - correct
answer When one support group reaches capacity the work item is
automatically routed to another group



A consumer service agent receives and accepts a case which was created by a consumer. The agent
needs and requests more information from the consumer.

After receiving the information, the agent proposes a solution that is accepted by the consumer. Given
this scenario, what is the chronological order of case

states used to manage this case? - correct answer New > Open > Awaiting Info
> Open > Resolved > Closed



Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer
Service - correct answer True



When the virtual agent plugin is installed NLU is activated but is not available for use until what two
configurations are completed? - correct answer In the NLU Settings configure
the Intent confidence threshold

Enable NLU in Virtual Agent



Which of the following are true regarding the Community Portal application? - correct answer
It is available to any customer with a Community license

It is only available to CSM license holders



An entitlement defines the types of support a customer receives. Entitlements are based on a number of
standard fields such as product and asset. When Proactive Customer Service Operations is implemented
which additional fields could be used? - correct answer Business Service

Install base item

, Who can create a customer service case from a community discussion? - correct answer
Customer service agent (sn_customerservice_agent)

Partner (sn_customerservice.partner)



What are the conditions that matching rules are based on? - correct answer
Agent resources best suited to work on a case

Specific case attributes



Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence
supports which of the following decisions? - correct answer Case
Categorization

Case Prioritization



Information about a customer's service contract is found in Knowledge - correct answer
False



What is the specific type of catalog item called that allows users to create task-based records, such as
case records, from the Service Catalog? - correct answer Record Producer



How can multiple service catalogs be made available on the Customer Service Portal? - correct answer
Include them in the list of service catalogs on the Customer Service Portal record



From a service provider's perspective, is the following a product or an asset?

A cable modem model that the service provider sells. - correct answer Product



The default configuration automatically closes resolved Cases after how many days? - correct answer
10 days



What should be emphasized when designing solutions? - correct answer Focus
Out-of-the-box functionality

Design for Scalability

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