Online Access Free CIS-CSM Exam Questions

What action should be taken in the event that a product possesses a different set of non-configurable attributes?
And the options are:

• A.Group it with similar products in an existing table
• B.Add a table extends to the Product Model or child tables.
• C.Modify the existing product data model
• D.Assign additional configurable attributes

As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?

• A.Use Related Links on the case form to report a knowledge gap
• B.Use the Create Knowledge button on the case form to report a knowledge gap
• C.Document the knowledge gap in the case worn notes and escalate the case
• D.Post a question in one of the various Customer Service Management knowledge bases

Service-aware Install Base consists of which entities? (Choose three.)

• A.Install Base Items
• B.Sold Products
• C.Installed Products
• D.Configuration Items
• E.Assets

_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :

• A.Customer case manager [sn_customerservice.customer_case_manager]
• B.Agent [sn_customerservice_agent]
• C.Agent manager [sn_customerservice_manager]
• D.Partner [sn_customerservice.partner]
• E.Customer administrator [sn_customerservice.customer_admin]
• F.Consumer Agent [sn_customerservice.consumer_agent]

What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?

• A.Catalog
• B.Virtual Agent
• C.Web
• D.Portal