Certified Implementation Specialist Customer Service Management CIS CSM · Free Practice Question Easy
Question 2
What role is required to accept a chat request on the CSM workspaces and create a case from the chat interaction?
Select 2 Answers from the below options.
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A
sn_customerservice.customer
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B
sn_customerservice_agent
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C
awa_agent
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D
sn_acct_consumer.consumer
Reveal correct answers
Correct answers: B, C
Explanation
The awa_agent and sn_customerservice_agent roles allow agents to accept a chat request on CSM workspaces and create a case from the chat interaction.
List: The required CSM roles with the tasks they can do:
sn_customerservice_agent(Customer Service Agent): Create a case for an account consumer from platform or CSM workspaces to track issues.awa_agentandsn_customerservice_agent: Accept a chat request on CSM workspaces and create a case from the chat interaction.sn_customerservice_manager(Customer Service Manager): Associate consumers to an account to identify the end consumers who are using products or services. Also, associate install base items/sold products with account consumers to keep track of end consumer issues.sn_acct_consumer.consumer(Account Consumer): View sold products/install bases items to track the instances provisioned for your account and the products or services sold to your account. Also, create a case for install base items or sold products issues from the CSM portal. You will get email notifications when a case is created, commented, resolved, or closed.sn_customerservice.customer(Account Contact): View sold products/install bases items to track end consumer issues. Also, create a case for an account consumer to keep track of consumer issues.
Read more on the required CSM roles here!
Discussion
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