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Free CIS-CSM: Certified Implementation Specialist - Customer Service Management Exam Questions and Answers
Last updated: January 14, 2025
Examtopics CIS-CSM: Certified Implementation Specialist - Customer Service Management Prepaway Real Exam Questions and dumps free download
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615-CIS-CSM: Certified Implementation Specialist - Customer Service Management
#Question
How does having an annual review of customer service strategy support growth?
A.Complicates goals
B.Enhances strategic alignment
C.Limits insight
D.Reduces visibility
Correct Answer:
B
An annual review enhances strategic alignment by ensuring customer service strategies remain relevant and effective.
#Question
What type of reporting can help show the efficiency of resolution over time?
A.Financial audits
B.Satisfaction reports
C.Trend analysis
D.Incident counts
Correct Answer:
C
Trend analysis helps demonstrate the efficiency of case resolution over time, highlighting improvements or issues.
#Question
Which feature in ServiceNow facilitates the management of multiple requests from the same customer?
A.Complicated workflows
B.User history tracking
C.Multi-request handling
D.Case prioritization
Correct Answer:
C
Multi-request handling features allow efficient management of multiple requests from the same customer in ServiceNow.
#Question
What is a crucial metric for measuring the success of customer service initiatives?
A.Incident counts
B.Customer retention rate
C.Employee dissatisfaction
D.Customer wait times
Correct Answer:
B
The customer retention rate is crucial for measuring the success of customer service initiatives, reflecting customer loyalty.
#Question
How can a company ensure clarity in the roles and responsibilities of customer service agents?
A.By complicating organization
B.By ignoring roles
C.By creating detailed job descriptions
D.By random assignment
Correct Answer:
C
Creating detailed job descriptions clarifies the roles and responsibilities of customer service agents, enhancing accountability.
#Question
How should organizations approach customer service audits?
A.Delay reviews
B.Increase bureaucracy
C.Encourage stakeholder participation
D.Limit participant input
Correct Answer:
C
Encouraging stakeholder participation in service audits helps provide a comprehensive view and valuable insights.
#Question
What is the advantage of creating a shared view of service performance among customer service teams?
A.Delays performance review
B.Limits communication
C.Enhances collaboration
D.Increases confusion
Correct Answer:
C
A shared view of service performance enhances collaboration and ensures all teams are aligned towards common goals.
615-CIS-CSM: Certified Implementation Specialist - Customer Service Management
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