CIS-Customer Service Management Changed CIS-CSM Questions

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Question 28

A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?

Options:

New > Work in Progress > On Hold > Work in Progress > Resolved > Closed

Open > Pending > Work in Progress > Resolved > Closed

New > Open > Work in Progress > Solution Proposed > Closed

New > Open > Awaiting Info > Open > Resolved > Closed

Question 29

What are benefits of me Conversation History feature? (Choose two.)

Options:

Shorter calls for agents by reducing the time to search for information

A customized admin chat toolbar with emojis for agents to use in chat messages

Improved customer satisfaction as agents can respond to and resolve customer issues faster

Better language management by flagging key words and alerting chat managers when agents use one or more of those words

Question 30

When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

Options:

Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)

Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)

Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)

Activation of the Customer Service plugin (com.sn_customerservice)

Question 31

A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)