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CSM - Fundamentals Questions and Answers Rated A+
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Exam of 37 pages for the course Certified Scrum Master at Certified Scrum Master (CSM - Fundamentals)
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CSM - FundamentalsWhat is CSM about? - answer Providing Services to customers before during and after
the purchase of a product and/or service
Importance to Business - answer Customers generate income and revenue, therefore
customer services plays a valuable role in an organizations overall success
Customer Experience - answer It only takes ONE customer service experience, good or
bad, to effect the perception a customer has of an organization
CSM Today - answer- Organizations operate in highly competitive business
environment
- Need to be proactive before negatively impacting customers
- Need a 'fit for purpose' system-based solution
Key Principals of Superior Customer Service - answer- Effortless: Automate and
personalize self-service
- Connected: Assign and Resolve issues
- Proactive: Monitor and prevent issues
Resolve customer issues at Lightspeed - answer1. Make it easy for customers to
engage
2. Reduce case volume with self-service
3. Monitor for issues. Create cases automatically.
4. Assign tasks across the enterprise.
5. Fix issues to prevent future calls.
Who uses CSM? - answerCustomer:
- Submits cases and reviews states in portal
- Search Knowledge
- Use Community Portal
CSM Departments:
- Provide support ans assistance
- Answer enquiries
- Provide information and updates
Other departments:
- Work assigned tasks
Leadership:
,- Monitor progress
- Make decisions for improvements on products and services
Challenges and Impacts from customization - answerChallenge:
- Upgrades are more difficult which results in service impacts
- Environments are more complex
- Processes become cumbersome and inefficient
Impact:
- Cost increase and resource misallocation
- Low performance and low customer satisfaction
- Inability to innovate
CSM Applications - answer- Case Management
- CSM Support Portal
- Account and Contact Management
- CSM Integrations
- CSM Performance Analytics Content Pack
Scoped Application Benefits - answer- CSM Teams can move at desired pace
independent of IT
- Provides CSM teams the autonomy and control needed to configure and manage all
CSM apps and portal
- Confidential info is hidden from non CSM users
- Other apps cannot make changes without explicit permission. This ensures CSM
doesnt interupt core business services and others cannot influence CSM functions
Accounts - Related Lists - answer- Contacts
- Addresses
- Cases
- Assets
- Contracts
- Entitlements
- Accounts
- Account Team Members
- Account Relationships
- Contract Relatonships
- Social Profile
Account Form - answer- Name
- Account Number
- Primary Contact
- Phone Number
- Address
- Company website
,Accounts - answer- Can be a customer, a partner or both
- Extends core_company
- Can have one or more associated cases, contacts, assets, service contracts,
entitlements, relationships, etc
- Associated entities appear in related list
- To create: Customer Service> Customer> Accounts
Partner - answer- A supported external customer that, in turn, sells to and supports one
or more customers. Can report and manage cases on behalf of customers
- Can also be a customer
- To Create: Customer Service> Customer> Partners
Account Team - answer- Made up of employees with specific responsibilities
- Admin maintains a list of responsibilities
Customer Service> Responsibility Definitions
Contacts - answerB2B - Customer
- May be bulk imported via integration or external source. Can self register using code
set up by admin
B2C - Consumer
May be unknown, primarily use self registration
Customer Service> Customers> Contacts
customer_contact extends sys_user
- Stores contact info such as name, phone #, email
- Can only be associated with one account
- Can have one or more associated assets or service contracts
- Can have a User ID to log into the portal
Consumers - answer- Can have multple addresses
- Primary address is added to the address related list and primary field is set to true
(can only have one primary)
- Other addresses such as billing and shipping will be stored in related list
- csm_consumer stores consumers records
- csm_consumer_user stores registration records that are created when self-registration
is done from consumer portal and extends sys_user
Product - answer- Goods or services a company sells to and supports for their
customers (ie car or internet service or fridge model)
- Has specific features or components which determines agents best qualified
Product Model - answer- A specific version or config of a product
- Can be installed at customer site or in house with access provided on a subscription
basis
Asset - answer- A specific product instance that is supported for a customer
, - Typically have a unique identifier (IE asset tag, serial #, etc)
- Can be allocated to individual accounts or account contact
- Leverages asset application to create and maintain assets
Customer Service> Products> Assets
Asset Classes - answerBase: alm_asset
Hardware: alm_hardware
Software Licenses: alm_license
Consumables: alm_consumable
Facility: alm_facility
- Each class provides unique functionality for that group of assets
- Way of categorizing assets for management purposes
Model Categories - answer- Additional way of grouping assets
- Link between CI classes and asset classes
- Not all CI classes are linked to asset classes and vice versa
- If there is a link its on the model category record that you can define if an asset will be
created when a CI is and vice versa
- Can be associated to many models
Model (Asset) - answer- Specific version of items in your environment
- Often multiple configurations for items such as computers
- Defined by model numbers, a new record is created for each model number and config
- Maintains info about model in one place and ensures data consistency and accuracy
- Can belong to more than one model category
Product Models - answer- Organized into categories and represent models that qualify
for customer service
- Products may have skills assigned and can have sub-components
Customer Service> Products> Product Models
Assigning Asset Contacts - answer- Not Manual
- Best practice to associate contacts with maintained assets via a workflow to keep
accurate
Asset - Primary Contact - answer- Add primary contact by selecting a contact in primary
contact field
- Field references the contact (customer_contact) table and filtered by assets account
- When contact is added the same contact is added to "asset contact" list through "add
primary contact to asset contact" business rule on asset (alm_asset)
Asset Contact Related List - answerOn the asset form the admin can create
relationships from related list
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