Case Management Questions
Case state flows, major issue management, case digests, CSM workspace, case actions, tasks, and escalations.
About Case Management
Case Management is the core of CSM, covering the complete lifecycle of customer cases from creation through resolution. It includes handling major issues that affect multiple customers, task management, and escalation procedures.
Why This Matters for Your Exam
Case Management accounts for 17% of the exam. Questions focus on case states, major issue management, parent-child case relationships, case tasks, escalations, and resolution workflows.
Key Concepts to Master
Understand case state transitions, major case management for widespread issues, case summaries and digests, case tasks and their lifecycle, and when to use escalations versus other mechanisms.
Exam Tips
Cases follow a specific state flow. Major cases can have child cases attached. Case tasks break down work into manageable pieces. Know the difference between escalation and reassignment.
Practice Questions
10 questions availableWhat is the primary purpose of major case management in CSM?
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What is the relationship between a case and an interaction in CSM?
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What are case tasks used for in CSM?
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