Question 1

In the 'Action Status' column on a case list, what could a blue indicator dot mean?

Options :

A : Needs attention

B : Blocked internally

C : Blocked externally

D : Work in progress

Answer: A

Question 2

When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

Options :

A : Social Channels

B : Social Profiles

C : Social Logs

D : Work notes

E : Additional comments

Answer: C

Question 3

Which table must be extended when creating a new case type?

Options :

A : Case (sn_customerservice_case)

B : Case Task (sn_customerservice_case_task)

C : Task (task)

D : Case Type (sn_case_type)

Answer: A

Question 4

When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

Options :

A : Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)

B : Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)

C : Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)

D : Activation of the Customer Service plugin (com.sn_customerservice)

Answer: B

Question 5

Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can: Options are :

Options :

A : Escalate the chat to virtual agent

B : Create a record, such as an incident or a case

C : Escalate the chat to another agent

D : Respond to questions

Answer: B,C,D

Free CIS-CSM Mock Exam – Practice Online Confidently