Question 1

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin? Options are :

Options :

A : Maybe

B : No

C : Yes

D : I don't know

Answer: C

Question 2

What does viewing a customer’s install base enable customer service agents to do? (Choose two.)

Options :

A : See the detailed configurations of the products and services deployed for a customer to determine me action needed

B : Monitor alerts for operational services and configuration items that affect service health

C : Trace information provided m a case to the right product or service to which it relates

D : Close an upsell of related products and services not yet purchased by a customer

Answer: A,C

Question 3

Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?

Options :

A : Service Analytics

B : In-form Analytics Most Voted

C : Case Spotlight

D : CSM Prediction Results

Answer: B

Question 4

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

Options :

A : False

B : True

Answer: B

Question 5

What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)

Options :

A : Reduces agent workload

B : Reduces monthly case volume

C : Work orders can be created from a case Most Voted

D : Customer can access work order details and tasks created for their case

Answer: C,D

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