CSM Practice Exam 1

What are the types of content feedback?

• Questions

• Up-votes

• Comment

• Likes

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

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

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

• Scripted

• Advanced

• Simple

• Skill

• Selection Criteria

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

• Case

• Sold Product

• Consumer

• Account

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

• True

• False

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

What feature does the Product Model and Catalog Items Relationship plugin enable? (choose two)

• Agents are automatically proposed catalog items related to the chosen product on the case form

• Customers can request additional items related to subscribed services

• It provides a contextual service catalog based on the customer's subscribed services

• Customer service managers can track the financial cost of customer’s subscribed services and the related requests

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)

• ACL

• User Criteria

• Knowledge Product Entitlements

• Data Policy

Partner admin contacts have access to the data of both their partner accounts and customer accounts

• True

• False