CIS-CSM Sample Questions Answers

Lets agents and chat supervisors have a conversation without the requester knowing

Lets the chat supervisors have a conversation with the requester without the agent knowing

Lets agents have chat conversations with other agents without the requester knowing

Lets agents and requesters have a conversation without the chat supervisor knowing

Escalate a case on the add-m panel of Outlook

Register the sender of an email as contact

As the Microsoft Outlook user, register yourself as self-contributor

Create cases using email content in Outlook for the customer contact

Predicting what values should have gone into empty fields in historical records

Reducing the number of records needed to accurately predict a value

Replacing legacy routing rules

Predicting Case values without manual intervention

Project Manager

Acts as intermediary

Provides answers to technical problems

Assists with technical requirements

The role then becomes a child responsibility

Ensure there is a dedicated account manager for that account

The role then becomes a parent responsibility

Prevent the same role being used on different customer accounts

sn_shn.max_num_alerts

sn_shn.note_preferences

sn_shn.popup_width

True

False

Knowledge and skills required for agents

Geographical location of customer

Languages spoken by agents

Number and type of support tools available

Number of customer service portals used

Number of agents required

Case Record Producers

Edit Records

Record Producers

Maintain Records

False

True

Frequently Asked Questions (FAQ)

Scoping Guide

Customer Service roles template

Stock Keeping Unit (SKU) and pricing sheet

sn_customerservice_agent

sn_customerservice_manager

sn_customerservice.consumer_agent

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