CSM Implementation Customer Experience Flashcards
What are the different CSM Service Portals? (4)
- Customer Support Portal (B2B)
- Consumer Service Portal (B2C)
- Community
- Knowledge Management
What plugin is required to configure company-branded URL´s for Service Portal mapping?
Custom URL plugin (com.snc.customurl)
What plugins are required for Knowledge Portal? (2)
- Knowledge Management - Service Portal plugin
* Knowledge Management V3
What plugin provides extra features for Knowledge Management?
Knowledge Management Advanced plugin
FYI: The extra features provided by Knowledge Management Advanced plugin (10)
- Knowledge Article Versioning and Compare
- Knowledge Subscriptions (subscribe KN Base)
- Knowledge Base Group Ownership(Group own article)
- External Content Integration
- Knowledge Blocks(reusable pieces of content)
- Actionable Feedback
- Knowledge Translation Management (multi-language KN bases)
- In-Content Article Creation (KCS, reuse info from e.g incident for KB article)
- Knowledge Articles Templates (pre-defined fields)
- Article Quality Index
What are the steps and order in User Criteria Evaluation Order? (4)
- Cannot Contribute
- Cannot Read
- Can Contribute
- Can Read
If a Knowledge Base has no User Criteria selected, can a User without any role read articles?
Yes, can read but not contribute
What plugin (feature) restricts access to KN Bases and articles based on products owned by Customer or Consumer?
Knowledge Product Entitlements plugin
What are the roles in Knowledge Management? (5)
- Knowledge_manager
- Knowledge_admin
- Knowledge_domain_expert
- Knowledge_group_manager
- Knowledge_group_member
What feature/plugin do you use to integrate content from various external sources for knowledge content?
External Content Integration plugin
all external sources must be WebDAV-compliant
What components is External Content Integration using? (4)
- Content Handlers (script include)(process content)
- Connection and Credential Store(store external end-point)
- Knowledge Base(store imported content)
- Internally Created Artifacts (auto)(scheduled jobs)
What is the feature called that when portal user leaves negative feedback makes a pop-up window appear requesting additional information?
Actionable Feedback (negative feedback automatically creates a Feedback task Record)
Is Actionable Feedback possible to enable in native platform view?
No (only portal views after New York release)
Mapping __________ helps end users discover similar info across articles on a topic while viewing a knowledge article?
Related Articles
What plugins are required for an admin to train the solution definition of Knowledge Management to predict related articles? (2)
- Predictive Intelligence plugin
* Predictive Intelligence for Knowledge Management plugin
How many articles is the minimum for solution definition in Knowledge Management to work?
1000 articles
What does the Auto-Responder feature do when a Case is created?
Sends an email notification containing a list of relevant knowledge (based on contextual search results of short description) articles to the case submitter.
CSM Walk-up Experience is an extension of existing _______?
ITSM Walk-up Experience
What is needed to use CSM Walk-up Experience? (2)
- Install Walk-up for CSM plugin
* Configure new CSM walk-up locations
What are the Walk-up Experience personas/roles? (3)
- sn_csm_walkup.walkup_technician (fulfills demands)
- sn_csm_walkup.walkup_manager (manage team)
- sn_csm_walkup.walkup_admin (location,queues,reasons)
CSM is integrated with FSM (Field Service Management) and you may dispatch a field service technician using a _________?
Work Order (can be created from a Case)
When you update the Account Field in a Work Order, the form also updates ________ field?
Company
If you change info on the Case form, does it update on the Work Order as well?
No
When using the Create Work Order UI action from a Case, what info does the WorkManagementInitiation script carry forward? (5)
- Account
- Contact
- Partner
- Partner Contact
- Consumer
