CIS-FSM

What criteria are utilized in auto-assignment of work order tasks? (Choose three.)A . SLA status B. Age of task C. Skills D. Task windows E. GeolocationView AnswerAnswer: C, D, E

What should be part of the pre-engagement collateral?A . Frequently Asked Questions (FAQ) B. Scoping Guide C. Customer Service roles template D. Stock Keeping Unit (SKU) and pricing sheetView AnswerAnswer: B

What role does the Engagement Manager play before the Workshop? (Choose two.)A . Project Manager B. Acts as intermediary C. Provides answers to technical problems D. Assists with technical requirementsView AnswerAnswer: A, D

What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)A . Define the Business Pain Points B. Provide consistent service to customers C. Have a clear understanding of the use cases D. Define the number of hours needed to develop the associated requirements E. Implementation...

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

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)A . Apply Role by Customer B. Auto Assessment C. Change Update to Close D. Update Case EntitlementView AnswerAnswer: B, D

What should be emphasized when designing solutions? (Choose three.)A . Minimize customizations B. Focus Out-of-the-box functionality C. Design for Scalability D. Mobile friendly functionalityView AnswerAnswer: B, C, D

Which of the following is a condition for matching rules?A . Agent domain B. Assignment C. Switching D. Specific case attributesView AnswerAnswer: B

How are dispatch groups that can be selected from work order tasks filtered?A . By Manager B. By Location coverage C. By Group type D. By Group membersView AnswerAnswer: B