CSM Quiz #1

Agents and managers cannot create knowledge articles from Community questions.

• True

• False

Information about a customer’s service contract is found in Knowledge.

• False

• True

From what places in SN can an agent create a case? (Choose three.)

• Customer Service Application

• Contact

• Account

• Chat

What are the conditions that matching rules are based on? (Choose two.)

• Agent resources best suited to work on a case

• Specific routing rules

• Filters set up in advanced work assignment

• Specific case attributes

Matching rules enhance assignment capability by ____________________.

• Matching best agent by availability

• Providing dynamic matching of cases to groups or individuals

• Determining if account is a customer or partner

• Matching best agent by skill

Special Handling Notes can apply to which one of the following based on specific attributes?

• Domain

• Contact

• Holiday

• VIP

Predictive Intelligence improves Case management by:

• Predicting what values should have gone into empty fields in historical records

• Reducing the number of records needed to accurately predict a value

• Replacing legacy routing rules

• Predicting Case values without manual intervention

Which of the following is a condition for matching rules?

• Agent domain

• Assignment

• Switching

• Specific case attributes

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

• Note

• State

• Activity

• Comment

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

• Case Escalation

• Case State

• Case Categorization

• Case Prioritization