Certified Implementation Specialist Customer Service Management CIS CSM · Free Practice Question Easy
Question 5
Which of the following playbooks is used to guide agents through the steps that are needed to resolve product issues?
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A
Case playbook for Complaints
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B
Playbooks for Customer Service Management
- C Case playbook for Onboarding
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D
Case playbook for Product Support
Reveal correct answer
Correct answer: D
Explanation
You can use the Case Playbook for Product Support to guide agents through the steps needed to resolve product issues.
A product support case captures information about the customer, the product, and the reported issue. The product support playbook provides the activities and tasks agents can perform to research and resolve the issue. Agents can also create and assign tasks as needed and use the playbook to communicate with the customer.
The Case Playbook for Product Support is available for both CSM Configurable Workspace and CSM Agent Workspace. In the CSM Workspaces, the playbook appears in the Playbook tab on the case record.
Note: System administrators can configure a playbook to use compact mode in CSM Configurable Workspace. Compact mode moves the playbook from a tab in the Workspace to a tab in the contextual side panel.
'Case Playbook for Complaints' is used to manage the process for handling customer complaints.
'Case Playbook for Onboarding' is used to manage the process for taking on new customers or enrolling customers for new products.
'Playbooks for Customer Service Management' is the pre-requisite application for all Case Playbooks
Screenshot: Case Playbook for Onboarding in CSM Configurable Workspace
Read more on Case Playbook for product support here!
Discussion
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