ExamGecko
Search Search Login
Home Home / ServiceNow / CIS-CSM
Question list
Search
Search
Open VPLUS File
Convert VPLUS to PDF

Related questions

Which social media channels are NOT available out-of-box?
What do blue circles in the timeline of a case form represent?
Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow's and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups. Options are :
How many outbound email accounts are supported in Customer Service Management?
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?
What should be part of the pre-engagement collateral?

Question 71 - CIS-CSM discussion

Report
Export

A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?

A.
New > Work in Progress > On Hold > Work in Progress > Resolved > Closed
Answers
A.
New > Work in Progress > On Hold > Work in Progress > Resolved > Closed
B.
Open > Pending > Work in Progress > Resolved > Closed
Answers
B.
Open > Pending > Work in Progress > Resolved > Closed
C.
New > Open > Work in Progress > Solution Proposed > Closed
Answers
C.
New > Open > Work in Progress > Solution Proposed > Closed
D.
New > Open > Awaiting Info > Open > Resolved > Closed
Answers
D.
New > Open > Awaiting Info > Open > Resolved > Closed
Suggested answer: D

Explanation:

https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseStates.html

Show Answer
asked 23/09/2024
Rahul Chugh
38 questions
PreviousPreviousNextNext
User
Your answer:
0 comments
Sorted by

Leave a comment first

ExamGecko

Copyright @2023 ExamGecko | All right reserved

Mail us: [email protected]
About us
Contact us
Twitter X
Facebook
Medium
Convert VPLUS to PDF
Open VPLUS files Easily and Quickly
Privacy Policy
Disclaimer
Terms