CIS - CSM
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Email *
You can create an Assignmet rule for a Matching rule. When the matching rule conditions are met, a case can be routed to a user or a group using the assignment rule. *
1 point
The social media communication channel is integrated with the following Customer Service Management forms: *
1 point
Required
The "Notify" plugin (with Twilio product) isn't a pre-requisite for CTI. *
1 point
____________________provides a way to integrate the Now Platform with telephony providers to support inbound and outbound calls. With this integration, customer service agents can place and accept calls from customers, quickly identify customers and account information, and capture case-related information. *
1 point
Escalation SLA usually are based on ________________________ *
1 point
With the CSM/Service Management Integration customers can submit requests from the Customer Service Portal. A case is created for each request. *
1 point
Case state options are: (Check all that apply) *
1 point
Required
What happens if you attach Assignment rules to the 'Recommendation for Case Assignment' matching rule record? *
1 point
Can custom URLs be used for customer portals? *
1 point
A ___________ typically manages a case escalation and works directly with the escalated case to resolve the issue. *
1 point
Case table (sn_customerservice_case) extends _______________ table. *
1 point
The Case Action Status plugin provides case flows (Actionable Case Flows) that create and resolve blocking tasks for problems associated with cases. To get complete functionality, you must also activate the Customer Service with Service Management plugin (com.sn_cs_sm). *
1 point
Partner role in B2B model: *
1 point
Users with the escalation requester role can escalate cases or accounts on behalf of customers or for internal purposes. The escalation process can include an optional approval step where approvers review the request and either approve or reject the escalation. *
1 point
__________________ is a customer service agent with the additional responsibility for managing agents or agent groups and overriding agent actions. *
1 point
__________________ typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups. *
1 point
External user roles that can create requests: *
1 point
Required
The Customer Service Management application uses _________________ to provide phone support for customers. (Check all that apply) *
1 point
Required
With Proactive Customer Service Operations a case can be created: (Check all that apply) *
1 point
Required
_________________ can request an escalation for a case or account. *
1 point
What are the "downticks" on Case Timeline? (At the top of the Case form) *
1 point
Reverse matching rules return a list of case sys_ids. Limit the number of cases returned by configuring the number in _____________________________ property. (Default 30) *
1 point
Special handling notes property: Display special handling notes only once per session, default True. *
1 point
The Case Action Status plugin provides several actionable case flows that create and resolve blocking tasks for different case-related actions. These flows aren't enabled by default. If you want to create blocking tasks for a specific action, activate the associated flow. *
1 point
Customer case manager [sn_customerservice.customer_case_manager] role contains the Customer [sn_customerservice.customer] role? *
1 point
The Case Action Status "Actionable Flows" are flows from the Flow Designer feature? *
1 point
With CSM it is possible to configure an email address specific to a product, then customers can use to create cases related to that product. *
1 point
In AWA, you can use the "Assignment Eligibility" related link (in Queue record) to expand the pool of agents eligible to work on items in the queue when other agents are busy or unavailable. *
1 point
CSM Data migration tipically contains: *
1 point
Required
There is a Metric Definition ("Case Actor Duration") related to the Action Status app, As a case gets blocked and unblocked by a customer or an internal user, this metric definition tracks the duration of the case with each of these actors. *
1 point
What should you return from an Aggregate criteria? *
1 point
What happens when a record associated with a case is updated? *
1 point
With the CSM / Request Management Integration, partners and customer administrators can submit requests on behalf of other accounts or contacts. *
1 point
An escalation severity defines the following information: *
1 point
Required
Integration with Request Management is supported for the partner and partner administrator flows. The ability to select accounts and contacts for the partner and partner administrator flows is available. *
1 point
______________________ is a tool that enables CTI capability with telephony service providers, provides a communication frame that agents use to place and receive customer calls. *
1 point
Use ___________________________ to track digital services sold to and in use by customers. When Network Operations Center engineers are alerted to a service disruption, they can identify customers affected and propose a case to customer service. Customer service agents can view customers affected and notify them. *
1 point
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px. *
1 point
Use the _________________________ feature to identify any skills that are required for agents and technicians to work on customer service cases and field service work orders and tasks. Then assign cases and tasks to agents and technicians who have those required skills. *
1 point
In CSM agent workspace supports which views? *
1 point
Required
Consumer Agent [sn_customerservice.consumer_agent] role contains the Agent [sn_customerservice_agent] role? *
1 point
______________________ is a user who can create a case from a community discussion. *
1 point
Special handling notes property: Maximum number of notes displayed in the Special Handling Notes pop-up window, the default is 20 alerts. *
1 point
Advance work assignment roles: (Check all that apply) *
1 point
Required
The matching engine can be invoked using the "processAndGetCandidates" method of the _____________________ class. Pass in the task record and the number of resources. The result is an array of resource sys_ids. *
1 point
Assignment workbench property: Creates the title for the macro button on the task form. The default is Find Agents *
1 point
Activate the CSM Lookup and Verify (_____________________) plugin to enable the lookup and verify feature. This plugin provides the configuration for contact and consumer lookup as well as Lookup Contact and Lookup Consumer UI actions that can be added to the interaction record. *
1 point
Communications channels possible to configure in CSM: *
1 point
Required
How do you use UI actions in Agent Workspace? *
1 point
There is no CSM/Financial Management integration or CSM/Continual Improvement Management integration. *
1 point
The ________________________________ application enables administrators to designate the knowledge bases and knowledge articles that customers can view from the Customer Service Portal. *
1 point
When creating a request from a case, if the agent chooses a catalog item that is using cart v1 (the use_sc_layout field is not checked), the case is not set as the parent of the request. *
1 point
Customer Service Case Action Status plugin? *
1 point
The system administrator can create multiple incoming email addresses that customers can use to communicate with customer service agents. The system administrator can also create one outgoing email address. *
1 point
Once created, special handling notes can be displayed in different ways: (Check all that apply) *
1 point
Required
In the action status field, ______________ highlights cases that are blocked, such as cases that have open related task records or are waiting for customer feedback. Blocked cases can have the following status: "Blocked by task", "Blocked by customer" & "Blocked internally and by customer". *
1 point
____________________ can de-escalate a case or account. *
1 point
__________________ is a role for researching questions, issues, or problems, can create cases and view and edit existing cases for products that they have purchased, they can also view a list of their products. *
1 point
What happens when you update the escalation form? *
1 point
The Assignment workbench configuration is stored in a ____________________ that is based on the "Selection criteria" matching type. *
1 point
How do you escalate or descalate an account or case? *
1 point
CSM email channel property: The prefix included in the subject line of an email to any of the incoming email addresses that automatically creates a customer service case. Case: is the default prefix. *
1 point
What can the Customer Admin do? *
1 point
Required
An account escalation can have multiple associated cases that are assigned to different agents so the escalation record includes an Assigned to field. An account escalation is typically assigned to an escalation manager because account escalations are typically more serious than case escalations. *
1 point
Consumers cannot chat with a consumer service agent without logging in to the Consumer Service Portal. *
1 point
Customize the Consumer Service Portal to support your ______________________ customers. *
1 point
An escalation template defines the following information: *
1 point
Required
_______________ is a role for who is serving customer accounts, can create a case for their own account or on behalf of a customer account, can also view or edit existing cases for their own account or for customer accounts. *
1 point
Which of the following roles can specify both skills and mandatory skills for cases and tasks? *
1 point
Required
After activate Domain Separation plugin, when the csm_auto_account_domain_generation property is enabled, the Customer Service Management application automatically creates a domain of the same name when a new account is created. *
1 point
With CSM and Domain Separation, escalation template records and escalation severity records are domain separated. By default, these records reside in the global domain. When an escalation record is created from a case or account, it is created in the account domain. *
1 point
When the "Lookup and Verify" plugin is active, actions "Lookup Consumer" and "Lookup Contact" are enabled by default in Agent Workspace. *
1 point
CSM email channel property: One of the incoming email addresses that automatically creates a customer service case. *
1 point
The Assignment Workbench plugin (com.snc.assignment_workbench) is activated as part of Customer Service Management. *
1 point
Use _________________ to automatically assign task to users and groups. *
1 point
_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups. *
1 point
With the CSM/Service Management integration an agent can create the following Service Management records: *
1 point
Required
With Domain Separation in CMS, in partner-customer account relationships where the customer account has child relationships, the partner admin can create a case for the customer account and for the child accounts. *
1 point
An escalation record can be related to both case and an account? *
1 point
Can agents add or remove mandatory skills ? *
1 point
The "Auto Close Resolved Cases" flow, for "Resolved" cases this flows sends a reminder notification after 5 days and after 10 days this flow sends a second reminder and auto-close the case. *
1 point
Customer service cases in the Resolved state can be closed automatically if customers do not take any action. This feature uses the Auto Close Resolved Cases Flow Designer flow. This flow is active by default. *
1 point
The assignment workbench uses configurable_________________, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking. *
1 point
With Mandatory Skills active, when assigning cases, work orders, and work order tasks, the assignment tools consider the mandatory skills, filter out agents and technicians who do not have these skills, and then rank the remaining agents. *
1 point
In Advanced Work Assignment, _________________ is the condition that identifies the work item states supported in the channel. *
1 point
The "Find agents" icon (Assignment workbench) is available for records in the Open, Awaiting, and Cancelled states, and if the user has write access for the Assigned to field. *
1 point
Consumer service portal property: Maximum new cases that a consumer can create per day. *
1 point
The Customer Service Case Action Status plugin (com.snc.csm_action_status) provides a Customer Service-specific application of the Action Status Automation plugin (com.sn_action_status). *
1 point
What are the resource matching methods available in a Matching rule? *
1 point
Required
With CSM and Domain Separation, changing the domain for an account also changes the domain for all the account related entities. *
1 point
It's not possible to use Multifactor Authentication for Costumer and Consumer Service Portals *
1 point
Activate Virtual Agent for CSM plugin __________________________ to use the predefined Customer Service Virtual Agent topics (chatbot conversations) designed to help your customers complete common self-service tasks. *
1 point
"Recommendation for Case Assignment" is the name of the Matching Rule used in the "Assignment workbench"? *
1 point
Special handling notes status: *
1 point
Required
_______________________ is an administrator role for a customer account. This user has access to all the data within the account. *
1 point
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin? *
1 point
An escalated case or account can be de-escalated? *
1 point
An _______________________ typically manages an account escalation, which can include multiple associated cases, and records details in the escalation record. *
1 point
Consumer service portal property: Maximum registered products per consumer. *
1 point
Escalation is an internal process that is not exposed to customers. *
1 point
What is the default matching rule for case routing? *
1 point
In CSM incoming emails can create cases and then these can be assigned automatically, this is done using: *
1 point
_________________ is a contextual search option that agents use to search for information. Following options can be enable in this feature: Predictive intelligence, Knowledge, Attachments and Templates *
1 point
Assignment workbench property: Opens the assignment workbench in a new window. The default is False. *
1 point
_________________ can de-escalate a case or account. This role contains the sn_customerservice.escalation_requester role. *
1 point
In "Account escalation", the escalation SLA is associate to each case related to the account (considering certain conditions) rather than the escalation record because cases is where the agents provide regular updates. *
1 point
It is possible that External customers view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals? *
1 point
It is possible to relate a case to more than one change? *
1 point
With CSM and Domain Separation, agents and managers cannot see case or account details until they are assigned to the TOP domain. *
1 point
What are the "upticks" on Case Timeline? (At the top of the Case form) *
1 point
In "case escalation", the escalation SLA is also associated with the case record rather than the escalation record because that is where the agent provides regular updates. *
1 point
The CSM Domain Separation support level is? *
1 point
Proactive Customer Service Operations plugin: *
1 point
OOB Several matching criteria are provided with the assignment workbench, for example: *
1 point
Required
Escalation requester (sn_customerservice.escalation_requester) role contains the Consumer Agent [sn_customerservice.consumer_agent] role? *
1 point
In order to use the CSM / Service Management integration the next plugins must be activated: *
1 point
Required
What do "markers" mean on the Case timeline? *
1 point
Agent Workspace roles: (Check all that apply) *
1 point
Required
Assignment workbench property: Set this property to 20, 30, or 50 agents. To get better performance, do not use more than 50 agents per page. The default is 30. *
1 point
Who manages account escalations? *
1 point
In the Action Status field, ______________ highlights cases that need attention, such as cases that have been updated by customers or internal users and are waiting for input or review. *
1 point
Consumer service portal property: Maximum consumer attachable items per record *
1 point
When a request is created from the portal, the system creates a case for the request and sets the "Initiated as request" field to true. This field is read-only for all users. *
1 point
Matching rules and assignment rules aren't independent records (there is a synchronization). If you make a change in the "Applies to" component of the matching rule, it is reflected in the assignment rule. *
1 point
The system administrator creates Escalation templates and Escalation severity definitions that control the _________________________. *
1 point
CMS/Service Management integration roles (These roles enable agents to view and create incident, problem, change, and request records for customer service cases.): *
1 point
Required
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can: *
1 point
Required
What do "blue circles" mean on the Case timeline? *
1 point
It is possible to use the matchingRulesProcessor class to route tasks to resources rather than resources to tasks, this called "reverse matching". Is this correct? *
1 point
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