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CIS-CSM: Certified Implementation Specialist - Customer Service Management
Free Practice Exam Questions (page: 3)
Updated On: 2-Jan-2026

Page 3 of 57
PDF with 284 Questions

Matching rules enhance assignment capability by ____________________.

  1. Matching best agent by availability
  2. Providing dynamic matching of cases to groups or individuals
  3. Determining if account is a customer or partner
  4. Matching best agent by skill

Answer(s): A



Special Handling Notes can apply to which one of the following based on specific attributes?

  1. Domain
  2. Contact
  3. Holiday
  4. VIP

Answer(s): B



Predictive Intelligence improves Case management by:

  1. Predicting what values should have gone into empty fields in historical records
  2. Reducing the number of records needed to accurately predict a value
  3. Replacing legacy routing rules
  4. Predicting Case values without manual intervention

Answer(s): D



Which of the following is a condition for matching rules?

  1. Agent domain
  2. Assignment
  3. Switching
  4. Specific case attributes

Answer(s): D



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Viewing questions 9 - 12 out of 284 questions



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