CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ75

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

What is used to document details of a resolved case, including a summary of the issue, affected assets, root cause, resolution, and any preventative measures?

Explanation

A post case review records the outcome and lessons learned from a resolved case, including the issue summary, affected assets, root cause, resolution, and preventive measures. ServiceNow distinguishes it from a case action summary, which is used for updates during an active case.

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