CSM Fundamentals FOUNDATION DATA

Question 1

What are the prefixes for internal and external user roles? (2)

Answer 1

snc_external – for customer

snc_internal – for agents/internal users

Question 2

Define B2B contact?

Answer 2

User that is member of an external Account (company)

Question 3

Contact (customer_contact) extends what table?

Answer 3

sys_user - User table

Question 4

Is it good practice to update an existing contact to relate it to another Account?

Answer 4

No, never update an existing contact to relate it to another Account, this will create problems on the reporting level and might lead to potential risk since particular historical data belonging to the contact´s original account would still be visible and accessible. Always create a new contact!

Question 5

Account relationships allow partners to? (2)

Answer 5

• Request a case on behalf of a customer with whom they have a relationship
• Create a case on behalf of a customer with whom they have a relationship

Question 6

Are partner contacts involved in the case fulfillment process?

Answer 6

Only for accepting or rejecting a proposed solution

Question 7

What is the purpose of a Model Component?

Answer 7

Model Components allow to bundle Product Models containing optional or mandatory components

Question 8

What can be defined as an instance of a (product) model?

Answer 8

Asset

Question 9

What view is used when working with Assets in CSM?

Answer 9

Case View

Question 10

Whats is the difference between Asset and Configuration Item?

Answer 10

Asset focus on financial information e.g cost

Configuration Item is a specific product

Question 11

Example of Asset v.s CI in Product Portfolio CMDB:

Answer 11

Model Category: Network Gear
Product Model: Router ABC 1123e
Asset: Asset tag P167100
CI: DataNoc.gw01.lanset.net

Question 12

Product Portfolio example (CSDM key principle - Digital operations):

Answer 12

Service: Network Monitoring
Service Offering: Platinum-Silver-Gold (package)
Application Service: Prod instance-Dev instance
Configuration Items: Server/Data center

Question 13

Define Entitlements (rättigheter)?

Answer 13

What type of support customer receives

Question 14

What types of units are used to count Entitlements?

Answer 14

Cases and Hours

Question 15

What is the difference of a Customer Service Agent and a Consumer Service Agent?

Answer 15

• Customer Service Agent focus on B2B customers/cases. Can maintain accounts and contacts
• Consumer Service Agent focus on B2C customers/cases. Can maintain consumers
• *An agent can NOT have both roles since Paris release

Question 16

Can Entitlements be tracked even if they are not related to a contract?

Answer 16

Yes, it´s a design decision

Question 17

What are the roles in a Customer Service Team (5)?

Answer 17

• sn_customerservice_agent
• sn_customerservice.consumer_agent
• sn_customerservice_manager
• sn_customerservice.case_viewer
• sn_customerservice.proxy_contact :temporary time for someone e.g. outside the CSM (CSM extension for Proxy contacts plugin)

Question 18

Give examples of CSM “Non-technical” skills? (6)

Answer 18

Communication skills
Phone skills
Triaging skills (assign degree of urgency)
Language/cultrual skills
Active listening skills
Industry/business knowledge skills

Question 19

What does the module Manage Skills provide?

Answer 19

Possibility manage skills for several user at the same time, easier to add and manage skills.

Question 20

Define a B2C contact?

Answer 20

Person who purchases goods and services for personal use

Question 21

How would you define a Partner?

Answer 21

A partner is a supported external customer, that in turn, sells and supports to one or more customers

Question 22

___________ represent the instances of the product that have been configured for a customer (CI´s accessible for customers).

Answer 22

Install base items (each install base item references the configuration item record for the customer)