CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ97

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

Read the use case below to decide whether the customer service relationship is B2B or B2C.

Mary Contrary has a power outage and calls the electrical company. The agent determines that the outage is local to the customer and schedules a technician to visit Mary’s house.

Explanation

A business providing electrical service directly to an individual at her home is a business-to-consumer (B2C) relationship.

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