CIS-CSM Online Practice Questions and Answers

Access to a Knowledge base or Article can be restricted based on a customer's assets and the product models using which of the following? (Choose two.)

A. Knowledge Product Entitlements

B. Data Policy

C. ACL

D. User Criteria

What are common types of application record data that are imported during a CSM data migration? (Choose two.)

A. Knowledge Article

B. Accounts

C. Chat

D. Case

What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?

A. Consumer (sn_customservice.consumer)

B. Customer (sn_suctomservice.customer)

C. External (snc_external)

D. Proxy Contact (sn_customservice.proxy_contact)

Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

A. Contextual Search

B. Agent Assist

C. Dynamic Related Records

D. Record Information

Which of the following statements is correct regarding product models in CSM?

A. Products models can only contain digital (logical) items

B. Product models can contain either physical items or digital (logical) items but not both in the same model

C. Product models can only contain physical items

D. Product models can contain both physical items and digital (logical) items in the same mode

Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)

A. Special handing notes

B. Lookup and verify

C. Related search

D. Agent assist

What is the primary output from the Requirements Gathering workshop?

A. Schedules

B. Use Cases

C. Stories

D. Personas

What determines how an escalation request is processed?

A. Escalation Rule

B. Escalation Template

C. Escalation Severity

D. Escalation Justification

A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)

A. Customer service manager (sn_customerservice_manager)

B. System administrator (admin)

C. Customer administrator (sn_customerservice.customer_admin)

D. Partner administrator [sn_customerservice.partner_admon]

E. Service organization administrator (sn_customerservice.service_organization_admin)

When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

A. Order

B. Offer

C. Monitoring

D. FAQ

E. Request

F. Contract