CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ188

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

A consumer service agent receives and accepts a case created by a consumer. The agent needs and requests additional information from the consumer. After the information is received, the agent proposes a solution that the consumer accepts. Given this scenario, what is the chronological sequence of case states used to manage the case?

Explanation

In ServiceNow Customer Service Management, a consumer-created case begins in New and changes to Open when an agent accepts it. An agent’s request for more information changes the state to Awaiting Info, and a consumer update returns it to Open. Proposing a solution changes the state to Resolved; accepting that solution changes it to Closed.

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