CIS-FSM

Agents and managers cannot create knowledge articles from Community questions.A . True B. FalseView AnswerAnswer: B

From what places in SN can an agent create a case? (Choose three.)A . Customer Service Application B. Contact C. Account D. ChatView AnswerAnswer: A, B, C

What do blue circles in the timeline of a case form represent?A . Note B. State C. Activity D. CommentView AnswerAnswer: B

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)A . Case Escalation B. Case State C. Case Categorization D. Case PrioritizationView AnswerAnswer: C, D

Predictive Intelligence improves Case management by:A . Predicting what values should have gone into empty fields in historical records B. Reducing the number of records needed to accurately predict a value C. Replacing legacy routing rules D. Predicting Case values without manual interventionView AnswerAnswer: D

When can work order tasks be dispatched?A . Parts have been sourced B. Field agent is assigned C. Customer books an appointment D. Dispatch group is assignedView AnswerAnswer: B

Information about a customer’s service contract is found in Knowledge.A . False B. TrueView AnswerAnswer: A

Which reasons can field agents provide when rejecting tasks that were assigned to them? (Choose two)A . Type of work not preferred B. Skills mismatch C. Not a preferred customer D. Parts unavailableView AnswerAnswer: B, D

What are the conditions that matching rules are based on? (Choose two.)A . Agent resources best suited to work on a case B. Specific routing rules C. Filters set up in advanced work assignment D. Specific case attributesView AnswerAnswer: A, D

A regional bank servicing its Automated Teller Machines (ATMs) is an example of what type of field service?A . Reactive field service B. Internal field service C. External field service D. Predictive field serviceView AnswerAnswer: B