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Free CIS-CSM Exam Braindumps (page: 25)

Page 24 of 57
PDF with 284 Questions

Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?

  1. Close Cases in Resolved state
  2. Auto Close Resolved Cases
  3. Resolved to Close State
  4. Move Resolved Cases to Closed

Answer(s): B



What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?

  1. Consumer (sn_customservice.consumer)
  2. Customer (sn_suctomservice.customer)
  3. External (snc_external)
  4. Proxy Contact (sn_customservice.proxy_contact)

Answer(s): D



Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow’s and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

  1. Proactive Prevention
  2. Service-Aware Install Base
  3. Service Reporting
  4. Proactive Case
  5. Service-Aware CMDB
  6. Service Monitoring

Answer(s): B,D,F



Which roles are considered external? (Choose two.)

  1. Consumer Support Agent (sn_customerservice.consumer_agent)
  2. Customer Admin (sn_customerservice.customer_admin)
  3. Partner Admin (sn_customerservice.partner_admin)
  4. Customer Service Agent (sn_customerservice_agent)

Answer(s): B,C






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