Free Certified Implementation Specialist – Customer Service Management Exam CIS-CSM Exam Practice Test

A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?

• New > Work in Progress > On Hold > Work in Progress > Resolved > Closed
• Open > Pending > Work in Progress > Resolved > Closed
• New > Open > Work in Progress > Solution Proposed > Closed
• New > Open > Awaiting Info > Open > Resolved > Closed

What criteria can be used to determine when a new inbound case should be opened?

• When a new customer is created
• When an internal problem occurs
• When a customer has a question or issue to resolve
• When we have new marketing material for a customer

An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used?Choose 2 answers

• Contact
• Sold product
• Install base Item
• Configuration item
• Business Service

Which roles are considered external? (Choose two.)

• Consumer Support Agent (sn_customerservice.consumer_agent)
• Customer Admin (sn_customerservice.customer_admin) Most Voted
• Partner Admin (sn_customerservice.partner_admin) Most Voted
• Customer Service Agent (sn_customerservice_agent)

What are available matching criteria for case assignment in Customer Service Management?Choose 3 answers

• Assigned Cases
• Distance
• Partner Hours
• Certifications
• Matching Skills
• Availability Today

During which Now Create stage are workshops conducted?

• Execute
• Initiate
• Deliver
• Plan
• Close

The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data. What is this feature?

• CSM Query Rules
• Data Policies
• Access Types
• Filtered Lists

What is the primary output from the Requirements Gathering workshop?

• Schedules
• Use Cases
• Stories
• Personas

Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

• The create contact (consumer) feature is available in all CSM Workspaces
• The create contact (consumer) feature is not available in any of the CSM Workspaces
• The create contact (consumer) feature is only available in the CSM Configurable Workspace Most Voted
• The create contact (consumer) feature is only available in the Agent Workspace

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

• Apply Role by Customer
• Auto Assessment
• Change Update to Close
• Update Case Entitlement