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Which social media channels are NOT available out-of-box?
What do blue circles in the timeline of a case form represent?
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow's and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
_____________________ 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 :
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?
How many outbound email accounts are supported in Customer Service Management?
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

Question 135 - CIS-CSM discussion

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Viewing a customer's install base in the CSM Workspaces enables customer service agents to: (Choose two.)

A.
Close an upsell of related products and services not yet purchased by a customer
Answers
A.
Close an upsell of related products and services not yet purchased by a customer
B.
See the detailed configurations of the products and services deployed for a customer to determine the action needed
Answers
B.
See the detailed configurations of the products and services deployed for a customer to determine the action needed
C.
Trace Information provided in a case to the right product or service to which it relates
Answers
C.
Trace Information provided in a case to the right product or service to which it relates
D.
Monitor related operational services and configuration items that affect service health
Answers
D.
Monitor related operational services and configuration items that affect service health
Suggested answer: A, B
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asked 23/09/2024
Idan Bar-On
37 questions
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