Online Access Free CIS-CSM Exam Questions

Which of the following are benefits that may be gained from using communities?
Choose 3 answers

• A.Reduce support costs
• B.Engagement with Customers
• C.Get product feedback
• D.Reduce cost per sales
• E.Increase marketing effectiveness

Which of the following are channels? (Choose two.)

• A.Chat
• B.Contacts
• C.Web
• D.Article

True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :

• A.True
• B.False

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

• A.Business Service
• B.Install base Item
• C.Configuration item
• D.Contact
• E.Sold product

Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)

• A.Assignment Rules
• B.Assignment Workbench
• C.State Flows
• D.CSM Workspace