CIS-CSM: Certified Implementation Specialist - Customer Service Management

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QuestionQ37

VerifiedCustomer Service Management System Setup and Configuration

Proactive Customer Service Operations works with Event Management to proactively monitor and resolve issues that affect customers. It can also trigger case workflows and enable organizations to notify customers whose services or products are affected by an outage or issue. What are the three primary components that comprise Proactive Customer Service Operations?

Choose three
Explanation

Service Monitoring identifies service issues, the Service-Aware Install Base maps affected services and configuration items to the customers using them, and a Proactive Case initiates the customer-service workflow and communication. Together, these capabilities let organizations detect an outage, determine the affected customers, and notify them proactively.

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