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Free CIS-CSM Exam Questions
QuestionPublish Date132022.4.22
1. Based on which out-of-box attributes can Special handling Notes be applied to cases? (Choose three.)
A. Service Contract
B. Install Base Item
C. Product
D. Account
E. Contact
Correct Answer: CDE
2. Which one is NOT a dependency for the Customer Service Plugin?
A. Task Activities
B. Skills Management
C. Open frame
D. Communities
Correct Answer: D
3. Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)
A. Case playbook for Onboarding
B. Case playbook for Services
C. Case playbook for Product Support
D. Case playbook for Complaints
E. Case playbook for Billing
Correct Answer: ACD
4. From which one of the following can an agent create a CSM Case:
A. Human Resource Application
B. Incident Management
C. Chat
D. Special Handling Note
Correct Answer: C
5. Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
A. True
B. False
Correct Answer: A
6. Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like a priority?
A. Case Performance
B. Case Analytics
C. Case Digest
D. Case Spotlight
Correct Answer: D
7. From a service provider\\’s