CSM Practice Exam 1

CSM Practice Exam 1

Professional Development

50 Qs

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CSM Practice Exam 1

CSM Practice Exam 1

Assessment

Quiz

Professional Development

Professional Development

Practice Problem

Medium

Created by

Chris Rezac

Used 5+ times

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50 questions

Show all answers

1.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

What are the types of content feedback?

Questions

Up-votes

Comment

Likes

2.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

What are some of the influencing factors that will help determine the type of customer support desk structure required? (choose 4)

Knowledge and skills required for agents

Geographical location of customer

Languages Spoken by Agents

Number of agents required/employed

Number of customer service portals used

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is a case?

An individual record that handles and resolves incidents for external customers

An individual record that is used to identify and create automation opportunities

An individual record that is used to identify and resolve a question or issue for an external customer

An individual record that handles and routes issues for internal users

4.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

What are the different resource matching methods on the Matching Rule form? (choose four)

Scripted

Advanced

Simple

Skill

Selection Criteria

5.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

What types of escalation templates can be created? (choose two)

Case

Sold Product

Consumer

Account

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

True

False

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

In Agent Workspace Chat, Agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

Rejects an incoming chat and moves it automatically to the “General” queue

Routes the chat towards another group

Uses Response Templates feature to insert as text in the conversation

Rolls up the current chat history towards an existing case

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