CSM Exam Dump Assessment Questions And Answers Guaranteed Success.
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Module
CSM.
Institution
CSM.
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 ...
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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