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CSM Study Questions and Answers 100% correct
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Exam of 15 pages for the course Certified Scrum Master at Certified Scrum Master (CSM Study)
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CSM StudyCSM reconciles – answer Omni-channel Customer Engagement across the portal, call
center, interactive Voice Response (IVR), email and chat
SN CSM offers - answer Case management with skills-based routing real-time Service
Level Agreements, Service Contracts, and Service Entitlements
CSM and ITSM Shared Features - answer Ulti-channel support (web, phone, email,
chat)
Remote or on-site support
Self-service support
Assisted support
Knowledge base
Follow service management processes
Automated workflows
Real-time visibility
Track and monitor
Escalation capability
Reporting
CSM vs ITSM Focus - answerCSM: External (B2B, B2C)
ITSM: Internal (users of IT)
CSM vs ITSM Purpose - answerCSM: Provide services to customers before, during and
after the purchase of a product and/or service
ITSM: Management of IT services that are aligned to the needs of the business.
CSM vs ITSM Objectives - answerCSM: Customer satisfaction and retention, increase
sales
ITSM: Support and enable business outcomes
CSM vs ITSM Audience (CSM) - answerCSM: External Customers: Customer service
agents, customer service supervisors and managers, Field service engineers, field
services supervisors and managers, Business executives
CSM vs ITSM Audience (ITSM) - answerBusiness - IT:
IT Leadership
IT Management
System Admin
Tech staffs
Support teams
Service desk
, Developers
CSM vs ITSM Entities - answerCSM: Cases - for Inquiries, information, assistance,
support, updates
ITSM: multiple processes and entities (e.g. incident, problem, change, request) each
process uses a different entity
CSM implementation Recommendation - answerAdopt and adapt.
Work together
Avoid customizations
Why CSM scoped - answer-CSM teams can move at their desired pace, independent of
IT
-Provides CSM teams the autonomy and control needed to configure and manage all
aspects of CSM related applications
-CSM data and business logic can be protected from changes made by other
applications, potentially interrupting it
What is CSM Guided Setup - answerA sequence of tasks and checklist that help
administrators configure
Percentage of activities completed
Control to start, skip, and mark tasks as complete
Plugin management
Links between CSM, ITSM, ITOM, SPM, KM and PPM
A link to Community and FSM Guided Setups
CSM Agent Workspace benefit - answerImprove agent productivity with multi-tab user
interface
Access contextual data in a single view
reduce case handling time
improve customer experience
B2C - Consumer Definition - answerB2C: Person who purchases goods and services
for personal use
Consumer [csm_consumer] table stores Consumer records
Only one primary address with many addresses
Consumer and consumer user sync BR - answerBR "Sync consumer to
csm_consumer_user" syncs user and consumer record.
What table is for customer and partner (B2B Account) - answercustomer_account table
extends core_company table
account can be customer and or partner (flags)
An account can have one or more cases, contacts, assets, service contracts,
entitlements, relationships etc. account team members
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