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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?
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?
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Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
What should be part of the pre-engagement collateral?

Question 221 - CIS-CSM discussion

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Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

A.
A guaranteed reduction in call volume per month
Answers
A.
A guaranteed reduction in call volume per month
B.
Eliminate the need for more traditional performance analytics
Answers
B.
Eliminate the need for more traditional performance analytics
C.
Auto-generate clusters of cases that point to similar underlying issues
Answers
C.
Auto-generate clusters of cases that point to similar underlying issues
D.
Create root cause solutions for similar cases
Answers
D.
Create root cause solutions for similar cases
Suggested answer: C

Explanation:

https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/156

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asked 23/09/2024
Gokul Kalaiselvi Loganathan
47 questions
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