10 free sample questions from a bank of 360, with the correct answers and explanations. No signup required — start practising right now.
1Agents and managers cannot create knowledge articles from Community questions.
True
False
Answer: A
2Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
Case Escalation
Case State
Case Categorization
Case Prioritization
Answer: C, D
3Which of the following child case states would cause parent - child case synchronization to fail? (Choose three.)
Resolved
In Progress
Awaiting Info
New
Closed
Cancelled
Answer: A, E, F
4External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. Which of the following can they approve in relation to cases via the portals?
Request Records and Escalations
Change Records and Request Records
Problem Records and Escalations
Problem Records and Incident Records
Answer: B
5Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)
Case playbook for Onboarding
Case playbook for Services
Case playbook for Product Support
Case playbook for Complaints
Case playbook for Billing
Answer: A, C, D
6Based on which out-of-box attributes can Special handling Notes be applied to cases? (Choose three.)
Service Contract
Install Base Item
Product
Account
Contact
Answer: C, D, E
7As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?
Document the knowledge gap in the case work notes and escalate the case
Post a question in one of the various Customer Service Management knowledge bases
Use Related Links on the case form to report a knowledge gap
Use the Create Knowledge button on the case form to report a knowledge gap
Answer: C
8What feature does the Product Model and Catalog Items Relationship plugin enable?
Agents are automatically proposed catalog items related to the chosen product on the case form
Consumers can track what products they have purchased via the catalog
It provides a contextual service catalog based on the customer’s subscribed services
Customer service managers can track the financial cost of customer’s subscribed services and the related requests
Answer: C
9What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?
The case escalates to an assignment group as defined in the default escalation template
The case work notes are updated automatically
The case action status changes to Related Task Updated
The case displays a special handling note highlighting the update
Answer: B
10Application Scoping from a security perspective brings the following benefits: (Choose two.)
Improves instance security by limiting access to other applications on the instance
Scoped applications prevent versioning for complex instances
Scoping hold the records and acts as a container for the desired CSM applications
Scoped applications limits autonomy and control of all aspects of the CSM application