CSM Fundamentals - Day 3

Question 1

Automatically routes and assigns work items to agents, based on their availability, capacity, skills and shifts

Accepted Answer

Advanced Work Assignment

Question 2

For de-escalation, is the approval workflow necessary?

Accepted Answer

No

Question 3

Some cases may need to be handled in a particular way

Accepted Answer

Special Handling Notes

Question 4

It allows customers to rate their satisfaction with case resolution and provide feedback on CSM processes

Accepted Answer

Customer Service Satisfaction Surveys

Question 5

Indicates the status of cases in the Case list enabling agents to easily identify cases that need attention

Accepted Answer

Case Action Status

Question 6

Chat Profanity Filter (choose 3):

Accepted Answer

Detect profane utterances using pre-trained machine learning, Enable supervisors to review blocked messages and coach agents, Protect customers from receiving profane chat messages from agents

Question 7

What is NOT an OOB AWA Channel?

Accepted Answer

Incident

Question 8

They are configuration items accessible to customers

Accepted Answer

Install Base Items

Question 9

Enable agents to temporarily transfer control of a chat to the Virtual Agent

Accepted Answer

Conversation Autopilot

Question 10

Some Workspace features (choose 3):

Accepted Answer

Multiple session tab, Agent Assist, Activity Stream side by side with Case

Question 11

Special Handling Notes canNOT be related to the following entities

Accepted Answer

Contracts

Question 12

The Timeline represents …

Accepted Answer

State changes with blue circles and other activities with markers

Question 13

Enables agents to collaborate with other agents or SMEs in real-time for faster case resolution

Accepted Answer

Sidebar

Question 14

Agents can create a contact or consumer from …

Accepted Answer

Lookup and Verify

Question 15

Automatically Close Cases in the Resolved State via

Accepted Answer

Flow Designer

Question 16

CSM Table Map

Accepted Answer

Maps Case fields to KB Article fields

Question 17

What does MIM stand for?

Accepted Answer

Major Issue Management

Question 18

Products and services that have been sold to an account or a consumer

Accepted Answer

Sold Products

CSM Fundamentals - Day 3

Questions 18

CSM Fundamentals - Day 3

Questions 18