CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ11

VerifiedCustomer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics

When an agent needs further information from the customer to help resolve the case, the case state is:

Explanation

In ServiceNow Customer Service Management, when an agent needs more information from the customer, the agent uses Request Info and the case moves from Open to the Awaiting Info state. When the customer responds, the case returns to Open. Paused, Info Req and Waiting are not CSM case states.

Learn more

Community Discussion

No comments yet. Be the first to start the discussion!