CIS-CSM Practice Test

CIS-CSM Practice Test practice questions, page 3 of 12, with answer review and explanations.

Question 11

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

Question 12

What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

  1. Define the Business Pain Points
  2. Provide consistent service to customers
  3. Have a clear understanding of the use cases
  4. Define the number of hours needed to develop the associated requirements
  5. Implementation is only as good as the underlying process

Question 13

What should be emphasized when designing solutions? (Choose three.)

  1. Minimize customizations
  2. Focus Out-of-the-box functionality
  3. Design for Scalability
  4. Mobile friendly functionality

Question 14

What role does the Engagement Manager play before the Workshop? (Choose two.)

  1. Project Manager
  2. Acts as intermediary
  3. Provides answers to technical problems
  4. Assists with technical requirements

Question 15

What should be part of the pre-engagement collateral?

  1. Frequently Asked Questions (FAQ)
  2. Scoping Guide
  3. Customer Service roles template
  4. Stock Keeping Unit (SKU) and pricing sheet