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Specialist – Customer Service Management Exam
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Related CIS-CSM Questions & Answers
- The Customer Support Portal default configuration provides the following channels to interact with customers? (Choose two.)
- From what places in SN can an agent create a case? (Choose three.)
- Predictive Intelligence improves Case management by:
- What criteria can be used to determine when a new inbound case should be opened?
- What do blue circles in the timeline of a case form represent?
- What are the conditions that matching rules are based on? (Choose two.)
- Which of the following is a condition for matching rules?
- Entitlements specify the level of service provided to customers.
- Matching rules enhance assignment capability by ____________________.
- Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- Which of the following are best practice with regard to data imports? (Choose two.)
- Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- From a service provider’s perspective, is the following a product or an asset? A cable modem model that the service provider sells.
- Agents and managers cannot create knowledge articles from Community questions.
- Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
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