CSM Fundamentals FOUNDATION DATA Flashcards
What are the prefixes for internal and external user roles? (2)
snc_external – for customer
snc_internal – for agents/internal users
Define B2B contact?
User that is member of an external Account (company)
Contact (customer_contact) extends what table?
sys_user - User table
Is it good practice to update an existing contact to relate it to another Account?
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!
Account relationships allow partners to? (2)
- 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
Are partner contacts involved in the case fulfillment process?
Only for accepting or rejecting a proposed solution
What is the purpose of a Model Component?
Model Components allow to bundle Product Models containing optional or mandatory components
What can be defined as an instance of a (product) model?
Asset
What view is used when working with Assets in CSM?
Case View
Whats is the difference between Asset and Configuration Item?
Asset focus on financial information e.g cost
Configuration Item is a specific product
Example of Asset v.s CI in Product Portfolio CMDB:
Model Category: Network Gear
Product Model: Router ABC 1123e
Asset: Asset tag P167100
CI: DataNoc.gw01.lanset.net
Product Portfolio example (CSDM key principle - Digital operations):
Service: Network Monitoring
Service Offering: Platinum-Silver-Gold (package)
Application Service: Prod instance-Dev instance
Configuration Items: Server/Data center
Define Entitlements (rättigheter)?
What type of support customer receives
What types of units are used to count Entitlements?
Cases and Hours
What is the difference of a Customer Service Agent and a Consumer Service Agent?
- 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
Can Entitlements be tracked even if they are not related to a contract?
Yes, it´s a design decision
What are the roles in a Customer Service Team (5)?
- 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)
Give examples of CSM “Non-technical” skills? (6)
Communication skills Phone skills Triaging skills (assign degree of urgency) Language/cultrual skills Active listening skills Industry/business knowledge skills
What does the module Manage Skills provide?
Possibility manage skills for several user at the same time, easier to add and manage skills.
Define a B2C contact?
Person who purchases goods and services for personal use
How would you define a Partner?
A partner is a supported external customer, that in turn, sells and supports to one or more customers
___________ represent the instances of the product that have been configured for a customer (CI´s accessible for customers).
Install base items (each install base item references the configuration item record for the customer)
