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CIS-CSM: Certified Implementation Specialist - Customer Service Management

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Exam Questions:
239
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Last Updated
April - 2025
Language
English
6 Quizzes
PDF | VPLUS
This study guide should help you understand what to expect on the exam and includes a summary of the topics the exam might cover and links to additional resources. The information and materials in this document should help you focus your studies as you prepare for the exam.

Related questions

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?

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Who can create a customer service case from a community discussion? (Choose two.)

Customer service agent (sn_customerservice_agent)
Customer service agent (sn_customerservice_agent)
Proxy case creator (sn_customerservice.proxy_case_creator)
Proxy case creator (sn_customerservice.proxy_case_creator)
Partner (sn_customerservice.partner)
Partner (sn_customerservice.partner)
Case Viewer (sn_customerservice.case_viewer)
Case Viewer (sn_customerservice.case_viewer)
Suggested answer: A, B
asked 23/09/2024
Romsat Sertec
39 questions

What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)

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What do blue circles in the timeline of a case form represent?

Note
Note
State
State
Activity
Activity
Comment
Comment
Suggested answer: B
Explanation:

customer-service-management/reference/r_CustomerServiceCaseTimeline.html

asked 23/09/2024
Muzammil Mirza
39 questions

With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?

After 3 days
After 3 days
After 5 days
After 5 days
After 1 day
After 1 day
After 7 days
After 7 days
Suggested answer: B
asked 23/09/2024
IQBAL SHAIKH
39 questions

Benefits of Proactive Customer Service Operations include: (Choose two.)

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Articles can provide the following: (Choose three.)

Document current and known issues
Document current and known issues
Provide answers and responses to common issues or questions
Provide answers and responses to common issues or questions
Information about customer's service contract
Information about customer's service contract
Share product information
Share product information
Suggested answer: A, B, D
asked 23/09/2024
Nguyen Tan Hung
54 questions

What are the types of units used to measure entitlements? (Choose two.)

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_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.

Options are :

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What should be part of the pre-engagement collateral?

Frequently Asked Questions (FAQ)
Frequently Asked Questions (FAQ)
Scoping Guide
Scoping Guide
Customer Service roles template
Customer Service roles template
Stock Keeping Unit (SKU) and pricing sheet
Stock Keeping Unit (SKU) and pricing sheet
Suggested answer: C
asked 23/09/2024
Peter Kiraly
41 questions