CIS-CSM Free Exam Questions & Answers PDF Updated on Sep-2023 [Q38-Q60]

NO.38 The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)

NO.39 Information about a customer’s service contract is found in Knowledge.

NO.40 What is the purpose of a Catalog Item variable?

NO.41 What is the purpose of the Guided Decisions capability?

NO.42 Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :

NO.43 What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?

NO.44 In the Customer Service Management space, what does the term asset management mean?

NO.45 Once a major case candidate is approved a major case is created. What then happens to the customer case?

NO.46 Agents and managers cannot create knowledge articles from Community questions.

NO.47 What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

NO.48 When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

NO.49 What role does the Engagement Manager play before the Workshop? (Choose two.)

NO.50 Which of the following roles can update a consumer’s record? (Choose two.)

NO.51 Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

NO.52 In the Customer Service Management space what defines the term asset?

NO.53 What is required to enable the Follow the sun field on the Customer Service Case form?

NO.54 What are the characteristics of Knowledge Categories?

NO.55 What should be part of the pre-engagement collateral?

NO.56 What do blue circles in the timeline of a case form represent?

NO.57 Match the business rule to its function in the Self-Service Portal.
Hot Area:

NO.58 What are the Forum User Types? (Choose three.)

NO.59 When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

NO.60 Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)