Question 1

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 2

What is included in an account relationship record? Choose 3 answers

Options :

A : Primary contact

B : Parent/Child related records

C : The account relationship type that this relationship record is based on

D : A target account

E : A source account

Answer: A,C,E

Question 3

What feature does the Product Model and Catalog Items Relationship plugin enable?

Options :

A : Agents are automatically proposed catalog items related to the chosen product on the case form

B : Consumers can track what products they have purchased via the catalog

C : It provides a contextual service catalog based on the customer’s subscribed services Most Voted

D : Customer service managers can track the financial cost of customer’s subscribed services and the related requests

Answer: C

Question 4

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

Question 5

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

Free CIS-CSM Mock Exam – Practice Online Confidently