Question 1

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 2

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 3

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 4

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 5

Partner admin contacts have access to the data of both their partner accounts and customer accounts.

Options :

A : True

B : False

Answer: A

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