CIS-CSM Practice Test

CIS-CSM Practice Test practice questions, page 8 of 12, with answer review and explanations.

Question 36

What is required to enable the Follow the sun field on the Customer Service Case form?

  1. Nothing, it is a standard field
  2. The value property on the form must be set to true
  3. The plugin ‘com.snc.csm_time_recording’ needs to be activated
  4. The value property on the form must be set to true and the field added to the case form

Question 37

In the Customer Service Management space, what does the term asset management mean?

  1. Financial, contractual and inventory information of assets
  2. A set of business activities and processes used to track assets
  3. Tables in the Asset application
  4. Tracking products or services customers are using

Question 38

Which of the following roles cannot update a consumer’s record?

  1. sn_customerservice_agent
  2. sn_customerservice_manager
  3. sn_customerservice.consumer_agent
  4. admin

Question 39

Major Issue Management uses which one of the following capabilities?

  1. Governance Risk and Control
  2. Targeted Communications
  3. Asset management
  4. Record producers

Question 40

What is required to synchronize fields from a parent to a child case(s)?

  1. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
  2. Major Issue Management needs to be installed and certain properties enabled
  3. No action required, this is a standard Customer Service Management feature
  4. The role of sn_customerservice.customer_case_manager must be assigned