DumpsTests CIS-CSM dumps & CIS-Customer Service Management Sure Practice with 241 Questions [Q144-Q163]

NO.144 From what places in SN can an agent create a case? (Choose three.)

NO.145 Which of the following are true regarding the Community Portal application? (Choose two.)

NO.146 Which application must be activated to enable customers to check in on-line for future appointments?

NO.147 What is required to enable the Follow the sun field on the Customer Service Case form?

NO.148 Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)

NO.149 What is a case?

NO.150 Entitlements specify the level of service provided to customers.

NO.151 From what places in SN can an agent create a case? (Choose three.)

NO.152 From what places in SN can an agent create a case? (Choose three.)

NO.153 Predictive Intelligence improves Case management by:

NO.154 What is the purpose of the Guided Decisions capability?

NO.155 Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

NO.156 Which type of catalog item may be found in a Service Catalog?

NO.157 What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

NO.158 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?

NO.159 Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

NO.160 Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

NO.161 Major Issue Management uses which one of the following capabilities?

NO.162 What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?

NO.163 A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)