Online Access Free CIS-CSM Practice Test

Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)

• A.Matching Skills
• B.Availability Today
• C.Agent History
• D.Assigned Cases
• E.Agent Affinity

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

• A.Change Update to Close
• B.Apply Role by Customer
• C.Update Case Entitlement
• D.Auto Assessment

Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

• A.Record Information
• B.Agent Assist
• C.Contextual Search
• D.Dynamic Related Records

What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?

• A.Service Catalog Request
• B.Request Item
• C.Catalog item
• D.Record Producer

The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)

• A.Email
• B.Web
• C.Social
• D.Chat