CIS-CSM Practice Test 19 — 15 Questions

Question 1

Which component manages the routing of incoming cases based on agent availability and skills?

Accepted Answer

Advanced Work Assignment. Advanced Work Assignment (AWA) is specifically built to route tasks based on skill and presence.

Answer

Service Level Agreements

Answer

Assignment Rules

Answer

Flow Designer

Question 2

Which TWO tools help maintain data consistency in cases?

Accepted Answer

Data Policies. Templates and Data Policies help enforce standard data formats and values.

Answer

Public forums

Answer

User avatars

Answer

System updates

Question 3

Which TWO actions can be performed from a Case record to initiate cross-functional collaboration in Customer Service Management? (Choose two.)

Accepted Answer

Create Major Case Candidate. Agents can collaborate across departments by creating linked problem records or related task records directly from the case form.

Answer

Override Access Control Lists (ACLs)

Answer

Purge Closed Cases

Answer

Modify the SLA Definition schedule

Question 4

What should an agent do if a case is misrouted to their team?

Accepted Answer

Reassign the case to the correct group. The agent should reassign the case to the correct group as per standard operating procedures.

Answer

Ignore the case

Answer

Change the priority to low

Answer

Delete the case

Question 5

Which TWO of the following can trigger a Case notification?

Accepted Answer

State change. Events and state changes are the most common triggers for communications.

Answer

Table rotation

Answer

Login attempt

Answer

Dictionary update

Question 6

An agent working on a CSM case wants to email a published knowledge article directly to the external contact. Which UI element or feature supports this capability?

Accepted Answer

'Email' UI action or icon on the article preview / contextual search. The 'Email' button or UI action within the article view or contextual search results allows sending articles in communications.

Answer

Knowledge Base Share utility

Answer

Export to PDF and attach to case email

Answer

Case Email Client template auto-population only

Question 7

A company wants to hide specific case fields from external users on the portal while keeping them visible to internal agents. What is the most efficient way to achieve this?

Accepted Answer

UI Policies. Configuring the form layout for the 'ess' view or using specific ACLs handles field visibility.

Answer

Script Includes

Answer

Client Scripts

Answer

Data Policies

Question 8

Which mechanism is used to determine if a user has access to create a case on the Customer Service Portal?

Accepted Answer

User Criteria. User criteria or ACLs define which users can interact with specific portal records.

Answer

Scheduled Jobs

Answer

Assignment Rules

Answer

Case Templates

Question 9

What is the purpose of the 'Additional comments' field?

Accepted Answer

Communication with the customer. Additional comments are used to communicate directly with the customer.

Answer

Defining case category

Answer

Internal notes for agents

Answer

Storing attachments

Question 10

Which TWO of the following are key components of the CSM case lifecycle?

Accepted Answer

Case creation. Creation and Resolution are the fundamental bookends of the case lifecycle.

Answer

Database indexing

Answer

System archiving

Answer

Hard-coding variables

Question 11

Which path in the Navigator is used to define new Case Types?

Accepted Answer

Customer Service > Administration > Case Types. Case Types are managed under 'Customer Service > Administration > Case Types'.

Answer

Service Desk > Configuration

Answer

Customer Service > Case > All

Answer

System Definition > Tables

Question 12

When using the 'Case Resolution' feature, what determines the values available in the 'Close code' field?

Accepted Answer

Dictionary entries. The 'Close code' field is a choice field whose options are defined in the 'Choice' table for the Case object.

Answer

Business Rules

Answer

Client Scripts

Answer

Workflow properties

Question 13

What is the purpose of the 'Case Task' in the CSM application?

Accepted Answer

To delegate sub-tasks to different teams. Case tasks allow breaking down complex work into manageable units that can be performed by different groups.

Answer

To notify the customer

Answer

To create an incident record

Answer

To archive the case

Question 14

Which state does a case go into after an agent has finished working on it and it is ready to be closed?

Accepted Answer

Resolved. Resolved is the state that indicates work is complete, pending final verification.

Answer

Closed

Answer

Work in Progress

Answer

Pending

Question 15

An administrator needs to customize the layout of the Community Home page in the CSM portal. Which tool should the administrator use to modify page widgets and layout?

Accepted Answer

UI Builder or Service Portal Designer. Service Portal Designer is used to arrange containers, rows, and widgets on portal pages like the Community Home page.

Answer

Workflow Editor

Answer

Form Design

Answer

Menu Designer