Certified Implementation Specialist - Customer Service Management v1.0
Question 1
What are features of Customer Service Management? (Choose four.)
- A. Timed Audits
- B. Service Entitlements
- C. Demand Management
- D. Service Prospecting
- E. Real-time SLAs
- F. Service Contracts
- G. Skills-based routing
Answer : BCEG
Question 2
What are the Forum User Types? (Choose three.)
- A. Admin
- B. Registered
- C. Public
- D. Custom
- E. Moderator
Answer : BCE
Question 3
Which of the following are true regarding the Community Portal application? (Choose two.)
- A. It is available to any customer with a Community license
- B. It is available by default with the Support and Service portals
- C. It is only available to CSM license holders
- D. Most of the configuration does not require System Administrator role
Answer : AC
Question 4
If only one user reports a content for moderation, the content will be hidden.
- A. True
- B. False
Answer : B
Question 5
The available case types are: (Choose two.)
- A. Product Support
- B. Order
- C. Product
- D. Support
Answer : BD
Question 6
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. Nothing, it is a standard field
- B. The value property on the form must be set to true
- C. The plugin ‘com.snc.csm_time_recording’ needs to be activated
- D. The value property on the form must be set to true and the field added to the case form
Answer : B
Question 7
In the Customer Service Management space, what does the term asset management mean?
- A. Financial, contractual and inventory information of assets
- B. A set of business activities and processes used to track assets
- C. Tables in the Asset application
- D. Tracking products or services customers are using
Answer : A
Question 8
Which of the following roles cannot update a consumer’s record?
- A. sn_customerservice_agent
- B. sn_customerservice_manager
- C. sn_customerservice.consumer_agent
- D. admin
Answer : A
Question 9
Major Issue Management uses which one of the following capabilities?
- A. Governance Risk and Control
- B. Targeted Communications
- C. Asset management
- D. Record producers
Answer : B
Question 10
What is required to synchronize fields from a parent to a child case(s)?
- A. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- B. Major Issue Management needs to be installed and certain properties enabled
- C. No action required, this is a standard Customer Service Management feature
- D. The role of sn_customerservice.customer_case_manager must be assigned
Answer : C
Question 11
HOTSPOT -
Match the definitions for roles relationships.
Answer : 
Question 12
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
- A. Manage requests
- B. Execute assigned tasks
- C. Close work orders
- D. Manage cases
- E. Manage assets
Answer : BCD
Question 13
Information in the Case Field ‘Contact’ is copied to which Incident Field?
- A. Contact
- B. User
- C. Customer
- D. Caller
Answer : A
Question 14
How many active OpenFrame configurations can you have on an instance?
- A. 2
- B. Unlimited
- C. 1
- D. 3
Answer : B
Question 15
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
- A. Knowledge Article
- B. Accounts
- C. Chat
- D. Case
Answer : BD