certified implementation specialist - customer service management
Last exam update: Dec 15 ,2024
Page 1 out of 23. Viewing questions 1-10 out of 235
Question 1
Installing the Customer Service Management plugin activates:
A.
Only one other plugin - Field Service Management Plugin
B.
No other Plugins
C.
Only two other plugins - Portal and Case Management
D.
Many other plugins at the same time
Answer:
d
User Votes:
A
50%
B
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C
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D
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Question 2
What are the different resource matching methods on the Matching Rule form? (Choose four.)
A.
Simple
B.
Advanced
C.
Selection Criteria
D.
Skill
E.
Affinity
F.
Scripted
Answer:
a, b, c, f
User Votes:
A
50%
B
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C
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D
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E
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F
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Question 3
Which entity represents specific versions of products being sold to and supported for customers?
A.
Sold Products
B.
Product Categories
C.
Product Models
D.
Portfolio Products
Answer:
a
User Votes:
A
50%
B
50%
C
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D
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Question 4
What must a system administrator configure to define a different approval workflow for an escalation request?
A.
Escalation Decision
B.
Escalation Rule
C.
Escalation Template
D.
Escalation Reason
Answer:
b
User Votes:
A
50%
B
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C
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Question 5
What does viewing a customers install base enable customer service agents to do? (Choose two.)
A.
See the detailed configurations of the products and services deployed for a customer to determine me action needed
B.
Monitor alerts for operational services and configuration items that affect service health
C.
Trace information provided m a case to the right product or service to which it relates
D.
Close an upsell of related products and services not yet purchased by a customer
Answer:
ad
User Votes:
A
50%
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C
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Question 6
Which of the following roles can update a consumer's record? (Choose two.)
A.
Consumer Support Agent {sn_customerservice.consumer_agent)
B.
Customer Service Manager (sn_customerservice_manager)
C.
Customer Service Agent (sn_customerservice_agent)
D.
Customer (sn_customerservice.customer)
Answer:
ad
User Votes:
A
50%
B
50%
C
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D
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Question 7
Which combination of roles is restricted for security purposes?
A.
snc_internal and sn_customerservice_agent
B.
snc_internal and sn_customerservice.partner_admin
C.
snc_internal and sn_customerservice.consumer_agent
D.
snc_external and sn_customerservice.customer
Answer:
a
User Votes:
A
50%
B 1 votes
50%
C
50%
D
50%
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Question 8
What types of escalation templates can be created? (Choose two.)
A.
Case
B.
Sold Product
C.
Consumer
D.
Account
Answer:
ad
User Votes:
A 1 votes
50%
B 1 votes
50%
C
50%
D
50%
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Question 9
Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)
A.
Hardware assets
B.
Facility assets
C.
Configuration assets
D.
Software licenses assets
E.
Enterprise Software assets
F.
Network assets
G.
Consumables assets
Answer:
abdeg
User Votes:
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50%
B
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F
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G
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Question 10
Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?
A.
Set the Agent Experience (What agents see in their Workspace inbox)
B.
Define Assignment Rules (How to assign work items)