CSM Quiz #1

CSM Quiz #1

Professional Development

74 Qs

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CSM Quiz #1

CSM Quiz #1

Assessment

Quiz

Computers

Professional Development

Practice Problem

Medium

Created by

Dustin Sizemore

Used 14+ times

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74 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Agents and managers cannot create knowledge articles from Community questions.

True

False

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

False

True

3.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

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

Customer Service Application

Contact

Account

Chat

4.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

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

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

Domain

Contact

Holiday

VIP

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

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