Free CIS-FSM Exam Braindumps (page: 5)

Page 4 of 16

Which of the following is a condition for matching rules?

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

Answer(s): B



What do blue circles in the timeline of a case form represent?

  1. Note
  2. State
  3. Activity
  4. Comment

Answer(s): B



Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

  1. Case Escalation
  2. Case State
  3. Case Categorization
  4. Case Prioritization

Answer(s): C,D



Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

  1. Apply Role by Customer
  2. Auto Assessment
  3. Change Update to Close
  4. Update Case Entitlement

Answer(s): B,D






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