CIS_CSM questions • Exam prepare

Exam contains 240 questions

Page 20 of 40

Question 115 🔥

Which roles can propose a case as a Major Case candidate? (Choose three.)

Which database solution meets these requirements?

A. Proxy contact (sn_customerservice.proxy_contact)

B. Customer case manager (sn_customerservice.customer_case_manager)

C. Customer service manager (sn_customerservice_manager)

Highly voted

D. Customer service agent (sn_customerservice_agent)

Highly voted

E. Major issue manager (sn_majorissue_mgt.major_issue_manager)

Highly voted

Discussion of the question

Question 116 🔥

Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)

Which database solution meets these requirements?

A. Close an upsell of related products and services not yet purchased by a customer

B. See the detailed configurations of the products and services deployed for a customer to determine the action needed

Highly voted

C. Trace Information provided in a case to the right product or service to which it relates

Highly voted

D. Monitor related operational services and configuration items that affect service health

Discussion of the question

Question 117 🔥

What are common types of application record data that are imported during a CSM data migration? (Choose two.)

Which database solution meets these requirements?

A. Knowledge Article

Highly voted

B. Accounts

Highly voted

C. Chat

D. Case

Discussion of the question

Question 118 🔥

Which of the following statements is correct regarding product models in CSM?

Which database solution meets these requirements?

A. Products models can only contain digital (logical) items

B. Product models can contain either physical items or digital (logical) items but not both in the same model

C. Product models can only contain physical items

D. Product models can contain both physical items and digital (logical) items in the same mode

Highly voted

Discussion of the question

Question 119 🔥

What do blue circles in the timeline of a case form represent?

Which database solution meets these requirements?

A. Note

B. State

Highly voted

C. Activity

D. Comment

Discussion of the question

Question 120 🔥

Articles can provide the following: (Choose three.)

Which database solution meets these requirements?

A. Document current and known issues

Highly voted

B. Provide answers and responses to common issues or questions

Highly voted

C. Information about customer’s service contract

D. Share product information

Highly voted

Discussion of the question

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Exam contains 240 questions

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