This class was created by Brainscape user M N. Visit their profile to learn more about the creator.
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M N
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Decks in this class (14)
General
What are the default case types 1,
From where can agents create case...,
From where can customers create c...
23
cards
Routing/Assignment
What is the name of the ootb matc...,
What the are four types of matchi...,
How can cases be auto assigned 2 3
9
cards
ITSM Integration
What role is needed to be able to...,
External customers can view the p...,
Information in the case field con...
8
cards
Plugins
What functions can be completed w...,
What application allows you to us...,
Which feature enables you to quic...
20
cards
Workspace/Mobile
Customer service agents can use a...,
What are the benefits of viewing ...,
When using the mobile experience ...
11
cards
B2B & B2C
What are the two main tables for ...,
What is a consumer 2,
What is the role for consumer age...
14
cards
Products/Assets/Entitlements
What is a product in csm 1,
What is a product model in csm 2,
What is an asset in csm 3
14
cards
Implementation Mngmt
Which methodology is used by serv...,
What are common types of applicat...,
During which now create stage are...
11
cards
Predictive Intelligence/Proactive CSM
Predictive intelligence improves ...,
Predictive intelligence improves ...,
After installing the performance ...
6
cards
Knowledge/Publications
How can you deliver content relat...,
Where can a publication be viewed...,
How are new recipients added to a...
15
cards
MIM/Escalated Cases
What cases can not be proposed fo...,
Major issue management uses which...,
What is the difference between a ...
11
cards
Portal
What are the forum user types 4 1,
For what licenses is the communit...,
Who can create a cases from a com...
21
cards
Configuration
Which business rules are part of ...,
What one of the following is opti...,
Out of the box which functionalit...
8
cards
Roles
What can users with the proxy con...,
Employees with the proxy contact ...,
With contributor user roles compa...
7
cards
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CSM
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