Workspace, Portals & Analytics Questions
CSM Workspace, customer portals, Service Catalog, special handling notes, SLAs, targeted communications, and reporting.
About Workspace, Portals & Analytics
This domain covers the agent and customer experience in CSM, including the CSM Configurable Workspace for agents, customer-facing portals, service catalog items, and analytics/reporting capabilities.
Why This Matters for Your Exam
This domain is 8% of the exam. Questions cover CSM Workspace components, portal configuration, Service Catalog case creation, special handling notes, SLA management, targeted communications, and dashboard configuration.
Key Concepts to Master
Understand the CSM Configurable Workspace layout and components. Know how to configure customer portals for self-service. Master special handling notes for VIP customers, SLA configuration, and targeted communications for proactive outreach.
Exam Tips
Special handling notes alert agents to important customer information. Targeted communications allow proactive outreach to affected customers. Know the difference between Performance Analytics dashboards and standard reports.
Practice Questions
5 questions availableWhat are special handling notes used for in CSM?
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What is the purpose of targeted communications in CSM?
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How can customers create cases through the Service Catalog in CSM?
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