CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ237

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

CSM playbooks offer step-by-step guidance for resolving particular types of customer service cases. What are the three out-of-the-box playbooks for CSM?

Choose three
Explanation

The out-of-the-box Customer Service Management case playbooks are Case Playbook for Onboarding, Case Playbook for Complaints, and Case Playbook for Product Support. They support new-customer or product enrollment, complaint handling, and product-issue resolution, respectively.

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