Exam CIS-CSM topic 1 question 3 discussion

Correct answer is ACD. here is a proof. Agents can create a case from: - The Customer Service Application - Any associated entities (Account, Contract, Entitlement, Asset, etc.) - A Chat Session - An interaction This information is available on CSM Fundamentals Course. You can Open Module Case — Basic Principles, Lesson 1 "Case and Case Types"

directly in the ebook

Customer Service Application: Agents can create cases directly from the Customer Service Management (CSM) application. Contact: Cases can be created for specific customers based on their contact information. Chat: During live agent chat sessions, cases can be created directly from the interaction. C. Account is incorrect because cases are not typically created directly from the "Account" record; instead, cases are linked to accounts indirectly through contacts or customer interactions.

Correct Answer is ABC Explaination: As per Ebook and CSM Fundamentals all answers seems to be correct but I would go with ABC as the question expects only 3 options to be selected. Agents can create a case from: Customer Service Application Related Entities - Account, Contact , Consumer An interaction Business Location Service Portal Email As per my understanding chat should fall under interaction but there are other channels like call which also fall under Interaction. However "Customer Service Application", "Account", "Contact" are directly mentioned unlike chat or call which is a channel of interaction.

Answer: A. Customer Service Application C. Account D. Chat Explanation: Agents can create a case from - The Customer Service Application - Any associated entities (Account, Contract, Entitlement, Asset, etc.) - A Chat Session - An interaction Source: CSM Fundamentals > Module Case > Basic Principles, Lesson 1 Case and Case Types

There is no Customer Service Application. There is Customer Service *Managment* Application

Why are there so many different answers here from Exam Topics? Can someone link the source of truth?

I believe ABC is correct because why would an agent open a Case from a chat?

Correct answer is BCD. There is "create Case" in related list in contact. You guys can find it in your PDI.

Ebook and CSM Fundamentals

BCD is the right answer

I just read that it is ACD. Page 205 Fundamental

how can you create case from contact record?

All the answers are correct, if you go to account or contact records you can see the case-related list at the end this is OOTB, and also you can create a case from a chat in SP just as in the implementation and fundamentals labs. Also A might be correct if we consider that is the CSM app itself.

ACD Is correct

Bad question. All of the answers are correct.

ABC is correct, if you open a contact or an account record, the related link Create case is available OOTB, and from the Customer Service Application you have the Create New module.