Get Unlimited Contributor Access to the all ExamTopics Exams!
Take advantage of PDF Files for 1000+ Exams along with community discussions and pass IT Certification Exams Easily.
My vote goes to B and C. I don't think it is a customer service agent's task to sell anything, or to monitor operational service and CIs. Their main focus is to resolve customers issues as fast as possible.
According to the ServiceNow CSM Fundamental Course, to enable support organizations to efficiently manage customer cases, both agents and customers need to have a common understanding of the products and services being used. For those same support organizations to efficiently manage customer cases, agents need the ability to:
1. Trace information provided in a case to the right product or service to which it relates.
2. See the detailed configurations of the products and services deployed for a customer to determine the action needed.
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/install-base-aw-csm.html
https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-service-management/task/configure-install-base.html
Vancouver docs are clear:
"View a customer’s install base in CSM workspaces to quickly identify the support they require as well as the opportunities for adoption and upsell"
https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/install-base-aw-csm.html#:~:text=View%20a%20customer's%20install%20base,opportunities%20for%20adoption%20and%20upsell
CD is Actually the correct answer.
To enable support organizations to efficiently manage customer cases, both agents and customers need to have a common understanding of the products and services being used. For those same support organizations to efficiently manage customer cases, agents need the ability to:
1. Trace information provided in a case to the right product or service to which it relates.
2. See the detailed configurations of the products and services deployed for a customer to determine the action needed.
CSM Fundamentals
AB is Correct.
https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/install-base-aw-csm.html#:~:text=View%20a%20customer's%20install%20base,opportunities%20for%20adoption%20and%20upsell.
AD is the correct answer
CSM Fundamental.
The service-aware install base enables organizations to:
1. Model complex products and services with components.
2. Quickly identify products sold and installed.
3. Track related operational services and configuration items that affect service health.
4. View products not yet purchased or deployed by customers.
Correct answer is: A, D
CSM Fundamentals - Service Aware Install Base
upvoted 3 times
...
Log in to ExamTopics
Sign in:
Community vote distribution
A (35%)
C (25%)
B (20%)
Other
Most Voted
A voting comment increases the vote count for the chosen answer by one.
Upvoting a comment with a selected answer will also increase the vote count towards that answer by one.
So if you see a comment that you already agree with, you can upvote it instead of posting a new comment.
Want to SAVE BIG on Certification Exam Prep?
ssaurabhpanedy
Highly Voted 10 months agoAlex_Lima84
Most Recent 2 days, 17 hours agoCountessGrafe
1 week, 2 days agonetvision_g
4 months, 3 weeks agoCLowe
6 months, 4 weeks agoChianti
8 months, 1 week agoNokoNice
8 months, 1 week agoridhima007
8 months, 2 weeks agoNokoNice
8 months, 4 weeks agoNokoNice
8 months, 1 week agoNokoNice
8 months, 2 weeks agoNokoNice
8 months, 1 week agoNpapir
10 months, 4 weeks ago