CSM Implementation Customer Experience Flashcards

1
Q

What are the different CSM Service Portals? (4)

A
  • Customer Support Portal (B2B)
  • Consumer Service Portal (B2C)
  • Community
  • Knowledge Management
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2
Q

What plugin is required to configure company-branded URL´s for Service Portal mapping?

A

Custom URL plugin (com.snc.customurl)

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3
Q

What plugins are required for Knowledge Portal? (2)

A
  • Knowledge Management - Service Portal plugin

* Knowledge Management V3

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4
Q

What plugin provides extra features for Knowledge Management?

A

Knowledge Management Advanced plugin

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5
Q

FYI: The extra features provided by Knowledge Management Advanced plugin (10)

A
  • 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
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6
Q

What are the steps and order in User Criteria Evaluation Order? (4)

A
  1. Cannot Contribute
  2. Cannot Read
  3. Can Contribute
  4. Can Read
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7
Q

If a Knowledge Base has no User Criteria selected, can a User without any role read articles?

A

Yes, can read but not contribute

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8
Q

What plugin (feature) restricts access to KN Bases and articles based on products owned by Customer or Consumer?

A

Knowledge Product Entitlements plugin

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9
Q

What are the roles in Knowledge Management? (5)

A
  • Knowledge_manager
  • Knowledge_admin
  • Knowledge_domain_expert
  • Knowledge_group_manager
  • Knowledge_group_member
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10
Q

What feature/plugin do you use to integrate content from various external sources for knowledge content?

A

External Content Integration plugin

all external sources must be WebDAV-compliant

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11
Q

What components is External Content Integration using? (4)

A
  • 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)
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12
Q

What is the feature called that when portal user leaves negative feedback makes a pop-up window appear requesting additional information?

A

Actionable Feedback (negative feedback automatically creates a Feedback task Record)

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13
Q

Is Actionable Feedback possible to enable in native platform view?

A

No (only portal views after New York release)

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14
Q

Mapping __________ helps end users discover similar info across articles on a topic while viewing a knowledge article?

A

Related Articles

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15
Q

What plugins are required for an admin to train the solution definition of Knowledge Management to predict related articles? (2)

A
  • Predictive Intelligence plugin

* Predictive Intelligence for Knowledge Management plugin

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16
Q

How many articles is the minimum for solution definition in Knowledge Management to work?

A

1000 articles

17
Q

What does the Auto-Responder feature do when a Case is created?

A

Sends an email notification containing a list of relevant knowledge (based on contextual search results of short description) articles to the case submitter.

18
Q

CSM Walk-up Experience is an extension of existing _______?

A

ITSM Walk-up Experience

19
Q

What is needed to use CSM Walk-up Experience? (2)

A
  • Install Walk-up for CSM plugin

* Configure new CSM walk-up locations

20
Q

What are the Walk-up Experience personas/roles? (3)

A
  • sn_csm_walkup.walkup_technician (fulfills demands)
  • sn_csm_walkup.walkup_manager (manage team)
  • sn_csm_walkup.walkup_admin (location,queues,reasons)
21
Q

CSM is integrated with FSM (Field Service Management) and you may dispatch a field service technician using a _________?

A

Work Order (can be created from a Case)

22
Q

When you update the Account Field in a Work Order, the form also updates ________ field?

A

Company

23
Q

If you change info on the Case form, does it update on the Work Order as well?

A

No

24
Q

When using the Create Work Order UI action from a Case, what info does the WorkManagementInitiation script carry forward? (5)

A
  • Account
  • Contact
  • Partner
  • Partner Contact
  • Consumer