CSM Fundamentals OPERATIONS Flashcards
What are the different case types? (3)
Product
Order
Custom
Whats is the Virtual Agent?
Conversational bot platform that provides assistance to help customers obtain information, make decisions and perform common work tasks
What is the new feature in Paris called that make it possible to engage customers through preferred messaging channels?
Conversational Messaging
What tables does the Customer Service Social Media plugin add? (3)
- Social Channels (sn_app_cs_social_social_channel)
- Social Profiles (sn_app_cs_social_social_profile)
- Social Logs (sn_app_cs_social_social_log)
Where is the easiest way for Customer to create a case?
Get Help icon in the service/support portal
What Flow do you use to close cases when customers not respond and what are the OOTB timelines for the actions(2)?
- Auto Close Resolved Cases flow
- Notification 5 days
- Closing 10 days
What is “Follow the sun”?
Typically a 24x7 support, support groups in different time zones replace each other for full coverage
What is the Contextual Search feature?
Agent can search for/attach knowledge articles while working on a case or can report knowledge gap if no articles are found
What is the purpose with Special Handling Notes?
Some cases may be need to be handled in a particular way, this is where SHN comes in. Create notes that bring important info about individual records to an agents attention.
Where can you apply Special Handling Notes? (5)
- Cases or below entities
- Account
- Contacts
- Product Model
- Asset
Where can you synchronize fields from Parent to Child cases?
- Customer Service
- Properties
Where do you create field mapping from an incident to a knowledge article? (Copy information from an incident into a knowledge article by creating custom mapping between the Incident table and the KCS article table)
csm_table_map.list
What features does Time Recording plugin provide? (2)
- Allows agents to record time against case related activities
- Time worked entries automatically generate time cards and time sheets for manager approval
What roles comes with the Time Recording plugin? (2)
timecard_user (agent)
timecard_admin (manager)
What is the name of the simplified process (without using the designer) for create flow for e.g cancelling a case?
State Flow
What happends with the state of a Case when it is Assigned?
Changes from New to Open
What are the advantages of using State Flows?
State Flow allows you to centrally manage and configure case state transitioning and behavior instead of implementing disconnected UI Actions, Business Rules and Client Scripts
What functionality does Conversation Monitoring in Agent Workspace provide?
Managers and Supervisors can view ongoing chats and also join them to assist agents / requester´s. A notification lets agents / requester´s know when someone enters the chat.
What is the difference between Public and Private (whisper function) messages in Conversation Monitoring/Agent Workspace Chat?
- Public: Messages from Manager/Supervisor are visible to both Agent and Customer/Requestor
- Private: Agent and Manager/Supervisor can have a conversation without Customer/Requestor knowing
What are the Manual Case Routing options in the Platform User Interface? (3)
- Assign to Me (inc Agent Workspace)
- Assignment Group/Assigned To (inc Agent Workspace)
- Assignment Workbench
What are the Automatic Case Routing options in the Agent Workspace? (2)
- Advanced Work Assignment (AWA)
* Assignment Rules (inc Platform User Interface)
Advanced Work Assignment (AWA) can assign work items to agents based on what? (3)
Availability
Capacity
Skills
What does AWA do?
Pushes work to qualified Agents using work item queues, routing conditions and assignment criteria
What does the Agent use their Agent Workspace Inbox for? (3)
Set availability
See work items
Accept/reject work items
AWA Agent Affinity, what types are there? (3)
- Historical -based on agents history with customer
- Related Task -based on agents past assignments on related tasks
- Account Team Responsibility -based on the agents responsibility or role in the account team
What are the different OOB Playbooks for CSM? (3)
*Product Support - (Process Orchestration)
*Onboarding - (Agent Experience)
*Complaints - (Customer Experience)
(page 303 in book)
How does a Playbook work and what feature is used to create it?
Any Playbook is associated with a particular case type and are broken down into multiple stages representing a list of activities/steps an agent needs to perform. Playbooks are created using the Process Automation Designer platform feature.
Who´s responsibility is it to escalate or de-escalate a Case?
Managed by a Customer Service Agent
Who´s responsibility is it to or de-escalate an Account?
Managed by an Account Escalation Manager
What are the two standard escalation templates?
Case
Account
What is Escalation Severity?
Defines severity level for the escalation and color used to highlight escalated case or account record in the UI
What role is needed to be able to escalate a Case or Account?
escalation requester: sn_customerservice.escalation_requester
What role can approve or reject an Escalation Request?
Approver User: approver_user
Where are the comments/decisions from an Approver of an escalation posted?
In both Escalation and Case record activity logs
What role is needed to be able to de-escalate a Case or Account and what extra role does this include?
- deescalation requester: sn_customerservice.deescalation_requester
- This role includes escalation requester role
What does MIM stand for and what plugins does in require/activate (3)?
- Major Issue Management
- Customer Service (com.sn_customerservice)
- Targeted Commounications (com.sn_publications)
- Task Communications Management (com.snc.task_communications_management)
What does MIM use Targeted Communications recipients list feature to identify?
Identify impacted customers
What is new regarding MIM in Paris release?
Can be used in Agent Workspace interface
What plugin needs to be installed for the MIM plugin to be activated by default?
Proactive Customer Service Operations plugin
What personas/roles are mainly involved in the MIM process? (3)
- Customer Service Agent - Propose candidate, create case, associate child cases
- Major Issue Manager - Approve/Reject candidate, propose, create recipients list
- Customer Service Manager - Approve/Reject candidate, propose, create recipients list, update major case, create child for accounts/consumers recpient list
What data field determines the recipients in a configured recipients list?
sys_id
What can an integration between CSM and ITSM provide?
Integration between CSM and Incident, Problem,
Change and Request Management applications.
With the CSM / ITSM integration, is it possible to provide access for External Customers to Problem, Change and Request records?
Yes, read only access can be granted to External Customers when records are related to their case.
What role(s) is required to get read access to related Problem, Change or Request records to a case?
snc_internal or snc_external role with read access
What is possible for a user with snc_external role to do regarding a change/request form the Customer Service Portal? (3)
- View and approve Request/Change
- View status of Request/Change
- View details of Requested item
What plugins are required for CSM/ITSM integration and External Customers? (3)
- Customer Service (com.sn_customerservice)
- Customer Service with Service Management (com.sn_cs_sm)
- Customer Service with Request Management (com.sn_cs_sm_request)
What are the CSM/ITSM Integration Roles? (8)
sn_incident_read sn_incident_write sn_problem_read sn_problem_write sn_change_read sn_change_write sn_request_read sn_request_write
What are the Key Elements in the CSM Mobile Experience? (7)
- Purpose built for specific personas
- Mobile first
- Fully native iOS/Android experience
- Codeless app development
- Offline read/write (Mobile agent only)
- Global search
- Push notifications
What are some positive effects of using Mobile experience for CSM? (3)
- Increased customer satisfaction - faster resolution
- Improved agent experience - easier tracking of important cases
- Increased agent productivity - possible for agents to update cases on mobile while away from desk
What plugin is required for CSM Mobile Experience and what other plugins does it enable? (1+3)
*Customer Service Mobile plugin it enables: -Mobile Agent Native Client plugin -Customer Service -Customer Service Case Action Status
Why is tracking and analyzing data important for CSM? (5)
Anticipate trends Prioritize resources Deliver automation and self-service Drive continual service improvments Align customer service
What is the difference between Performance Analytic and Reporting?
- PA: is a historical trend describing a process over a period of time
- RP: Data summary describing a process right now
Is CSM Analytics installed OOB in CSM?
No, you need to activate the Performance analytics - Content Pack - CS plugin (com.sn_customerservice_pa)
What does the NEW “PA - Content Pack - Customer Service” (com.snc.pa.customer_service) provide and does it need a separate license?
Provides a list of pre-defined indicators (KPI´s).
Yes, it needs a separate license.
What are some common Analytic pitfalls? (4)
- Measure everything and anything you can
- Displaying current values without context of time or operational targets
- Static metrics that are only visible in a PP deck
- Dashboards are overloaded with context and fail to provide decision-making guidance
What should be considered when creating Analytics (opposite the pitfalls)? (4)
- Metrics clearly connected to goals that matter for stakeholders
- Indicators of actions you can take right now to improve
- Analytics within the workflow context, guiding daily actions and behavior
- Dashboards and visualizations designed to tell a clear story, tailored for audience need
