CSM Implementation Customer Experience

Question 1

What are the different CSM Service Portals? (4)

Answer 1

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

Question 2

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

Answer 2

Custom URL plugin (com.snc.customurl)

Question 3

What plugins are required for Knowledge Portal? (2)

Answer 3

• Knowledge Management - Service Portal plugin

* Knowledge Management V3

Question 4

What plugin provides extra features for Knowledge Management?

Answer 4

Knowledge Management Advanced plugin

Question 5

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

Answer 5

• 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

Question 6

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

Answer 6

1. Cannot Contribute
2. Cannot Read
3. Can Contribute
4. Can Read

Question 7

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

Answer 7

Yes, can read but not contribute

Question 8

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

Answer 8

Knowledge Product Entitlements plugin

Question 9

What are the roles in Knowledge Management? (5)

Answer 9

• Knowledge_manager
• Knowledge_admin
• Knowledge_domain_expert
• Knowledge_group_manager
• Knowledge_group_member

Question 10

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

Answer 10

External Content Integration plugin

all external sources must be WebDAV-compliant

Question 11

What components is External Content Integration using? (4)

Answer 11

• 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)

Question 12

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

Answer 12

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

Question 13

Is Actionable Feedback possible to enable in native platform view?

Answer 13

No (only portal views after New York release)

Question 14

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

Answer 14

Related Articles

Question 15

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

Answer 15

• Predictive Intelligence plugin

* Predictive Intelligence for Knowledge Management plugin

Question 16

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

Answer 16

1000 articles

Question 17

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

Answer 17

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

Question 18

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

Answer 18

ITSM Walk-up Experience

Question 19

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

Answer 19

• Install Walk-up for CSM plugin

* Configure new CSM walk-up locations

Question 20

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

Answer 20

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

Question 21

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

Answer 21

Work Order (can be created from a Case)

Question 22

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

Answer 22

Company

Question 23

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

Answer 23

No

Question 24

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

Answer 24

• Account
• Contact
• Partner
• Partner Contact
• Consumer