CIS-CSM Online Practice Questions and Answers

Predictive Intelligence improves Case 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

What are the characteristics of Knowledge Categories?

A. Shareable across KBs: Yes ; Multi-Level: No

B. Shareable across KBs: No ; Multi-Level: Yes

C. Shareable across KBs: No ; Multi-Level: No

D. Shareable across KBs: Yes ; Multi-Level: Yes

What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?

A. Selecting all the groups

B. Selecting none of the groups

C. Missing configuration

D. Misconfigured

Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

A. Case Performance

B. Case Analytics

C. Case Digest

D. Case Spotlight

An Account Relationship is based on a defined account relationship hype. Users with the System Administrator role can define two types of relationships: (Choose two.)

A. Partner-to-customer

B. Account-to-customer

C. Account-to-account

D. Customer-to-Consumer

E. Partner-to-account

Name a security benefit gained from using scoped applications:

A. Prevents changes to tables without explicit permission from IT

B. Prevents third party integrations

C. Limits accessibility to other applications in the instance

D. Limits the number of update sets that can be applied

What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?

A. Consumer (sn_customservice.consumer)

B. Customer (sn_suctomservice.customer)

C. External (snc_external)

D. Proxy Contact (sn_customservice.proxy_contact)

What are the recommended good practices when running implementation workshops? (Choose three.)

A. Give the customers the data they need so they can make an informed decision

B. Any financial implication of a decision should be handled by the delivery and sales team

C. Enforce customers to adapt their processes towards the baseline processes

D. Engage with customers to gain deep understanding of their organization

E. Guide the customer toward industry best practices

What is the specific type of catalog item called that allows users to create task-based records, such as case records, from the Service Catalog?

A. Request Item

B. Record Producer

C. Catalog Processor

D. Case Template

From a security perspective, scoping brings several benefits: (Choose two.)

A. Improves instance security by limiting accessibility to other applications on the instance

B. Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals

C. IT can manage and control the pace of the CSM teams because dependencies have been put in place

D. The scope holds the records and acts as a container for the desired Customer Service Management Applications