CIS-CSM Free Practice Test

When working with case types, what is the lowest level in the case type hierarchy called?

1. A. Leaf-level
2. B. Decision-level
3. C. Base-level
4. D. Sub-level

Correct Answer: A

Why does the implementation team need to deliver core functionality to the customer as quickly as possible?

1. A. To expand the technical reach
2. B. To facilitate the requirement gathering during the workshops
3. C. To complete any complex customizations early enough
4. D. To realize near-term ROI (Return on Investment)

Correct Answer: D

Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?

1. A. A step-by-step methodology for creating and solving different case types
2. B. A detailed check list for customer service teams
3. C. A multi-step process consisting of a series of questions answers, and guidance Most Voted
4. D. A set of steps used to define a complex process

Correct Answer: C

Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)

1. A. State Flows
2. B. Assignment Workbench
3. C. Assignment Rules
4. D. CSM Workspace

Correct Answer: BC

Which of the following are benefits of customer access management? (Choose two.)

1. A. It increases security by automatically granting access to cases based on access to sold product.
2. B. It defaults the responsibility for access management to the customer.
3. C. It defaults the responsibility for access management to the customer service agent.
4. D. It improves the customer experience by enabling related parties to track and collaborate on cases.

Correct Answer: AD