CIS - CSM EXAM PREP | Questions and answers |
2025/2026 | instant download
Agents and managers cannot create False
knowledge articles from Community
questions.
A. True
B. False
Information about a customer's service False
contract is found in Knowledge.
A. False
B. True
From what places in SN can an agent Customer Service
create a case? (Choose three.) Application Account
A. Customer Service Application Chat
B. Contact
C. Account
D. Chat
What are the conditions that matching Agent resources best suited to work on
rules are based on? (Choose two.) a case Specific case attributes
A. Agent resources best suited to work on a
case
B. Specific routing rules
C. Filters set up in advanced work
assignment
D. Specific case attributes
,Matching rules enhance assignment Matching best agent by availability
capability by
____________________.
A. Matching best agent by availability
B. Providing dynamic matching of
cases to groups or individuals
C. Determining if account is a customer or
partner
D. Matching best agent by skill
Special Handling Notes can apply to which Contact
one of the following based on specific
attributes?
A. Domain
B. Contact
C. Holiday
D. VIP
Predictive Intelligence improves Case Predicting Case values without manual intervention
management by:
A. Predicting what values should have
gone into empty fields in historical
records
B. Reducing the number of records
needed to accurately predict a value
C. Replacing legacy routing rules
D. Predicting Case values without manual
intervention
Which of the following is a condition for Specific case attributes
matching rules?
A. Agent domain
B. Assignment
C. Switching
D. Specific case attributes
What do blue circles in the timeline of a State
case form represent?
A. Note
B. State
C. Activity
D. Comment
Predictive Intelligence improves triage Case
quality by eliminating the guesswork. Categorization
Predictive Intelligence supports which of Case
the following decisions? (Choose two.) Prioritization
A. Case Escalation
B. Case State
, C. Case Categorization
D. Case Prioritization
Which Business Rules are part of the Auto
Customer Service Management baseline Assessment
configuration? (Choose two.) Update Case
A. Apply Role by Customer Entitlement
B. Auto Assessment
C. Change Update to Close
D. Update Case Entitlement
2025/2026 | instant download
Agents and managers cannot create False
knowledge articles from Community
questions.
A. True
B. False
Information about a customer's service False
contract is found in Knowledge.
A. False
B. True
From what places in SN can an agent Customer Service
create a case? (Choose three.) Application Account
A. Customer Service Application Chat
B. Contact
C. Account
D. Chat
What are the conditions that matching Agent resources best suited to work on
rules are based on? (Choose two.) a case Specific case attributes
A. Agent resources best suited to work on a
case
B. Specific routing rules
C. Filters set up in advanced work
assignment
D. Specific case attributes
,Matching rules enhance assignment Matching best agent by availability
capability by
____________________.
A. Matching best agent by availability
B. Providing dynamic matching of
cases to groups or individuals
C. Determining if account is a customer or
partner
D. Matching best agent by skill
Special Handling Notes can apply to which Contact
one of the following based on specific
attributes?
A. Domain
B. Contact
C. Holiday
D. VIP
Predictive Intelligence improves Case Predicting Case values without manual intervention
management by:
A. Predicting what values should have
gone into empty fields in historical
records
B. Reducing the number of records
needed to accurately predict a value
C. Replacing legacy routing rules
D. Predicting Case values without manual
intervention
Which of the following is a condition for Specific case attributes
matching rules?
A. Agent domain
B. Assignment
C. Switching
D. Specific case attributes
What do blue circles in the timeline of a State
case form represent?
A. Note
B. State
C. Activity
D. Comment
Predictive Intelligence improves triage Case
quality by eliminating the guesswork. Categorization
Predictive Intelligence supports which of Case
the following decisions? (Choose two.) Prioritization
A. Case Escalation
B. Case State
, C. Case Categorization
D. Case Prioritization
Which Business Rules are part of the Auto
Customer Service Management baseline Assessment
configuration? (Choose two.) Update Case
A. Apply Role by Customer Entitlement
B. Auto Assessment
C. Change Update to Close
D. Update Case Entitlement
