CIS CSM #4

For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?

• • A. snc_internal and snc_external

• • B. snc_internal and sn_customerservice.consumer_agent

• • C. snc_internal and sn_customerservice_agent

• • D. snc_external and sn_customerservice.customer

What allows the implementation of phases and tasks to meet performance goals track progress and measure success?

• • A. Performance Analytics Spotlight

• • B. Scheduled Reporting

• • C. Service Level Agreement Tasks

• • D. Continual Improvement Management

What determines how an escalation request is processed?

• • A. Escalation Rule

• • B. Escalation Template

• • C. Escalation Severity

• • D. Escalation Justification

When working with communication channels, what inbound email flows are available by default? (Choose two.)

• • A. Create case for product

• • B. Create case for asset

• • C. Update case from forward email

• • D. Create case from email

• • E. Update case using reply

After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

• • A. Customer Service Historic Data Collection

• • B. Customer Service Initial Data Collection

• • C. Customer Service Daily Data Collection

• • D. Customer Service Case Data Collection

• A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form.

  What could be the reasons why the customer service agent is not able to use it? (Choose two.)

• • A. No escalation approval flow is configured

• • B. The parent account of the account to be escalated is not active

• • C. The customer service agent is not assigned with the escalation requester role

• • D. The account already has an open escalation record

What benefits does scoping an application bring? (Choose three.)

• • A. CSM teams can move at their desired pace, independent of IT

• • B. Provides CSM teams autonomy and control

• • C. CSM application data and business logic is protected from changes by other applications

• • D. Account records can be changed only while in the CSM scope

• • E. Changes in different scopes can be addressed in a single update set

• 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

Which of the following is a required field in the Resolution Information tab in order to close a case?

• • A. Cause

• • B. Closed

• • C. Resolution notes

• • D. Closed by

Which roles can propose a case as a Major Case candidate? (Choose three.)

• • A. Proxy contact (sn_customerservice.proxy_contact)

• • B. Customer case manager (sn_customerservice.customer_case_manager)

• • C. Customer service manager (sn_customerservice_manager)

• • D. Customer service agent (sn_customerservice_agent)

• • E. Major issue manager (sn_majorissue_mgt.major_issue_manager)