ServiceNow Exam CIS-CSM Topic 1 Question 59 Discussion

Actual exam question for ServiceNow's CIS-CSM exam

Question #: 59
Topic #: 1

[All CIS-CSM Questions]

What does viewing a customer's install base enable customer service agents to do? (Choose two.)

ASee the detailed configurations of the products and services deployed for a customer to determine me action needed

BMonitor alerts for operational services and configuration items that affect service health

CTrace information provided m a case to the right product or service to which it relates

DClose an upsell of related products and services not yet purchased by a customer

Show Suggested Answer

Suggested Answer: A, D

by Joseph at Nov 22, 2023, 12:24 PM

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Dwight

1 months ago

Monitoring alerts, as in B, could be useful, but that seems more like a proactive service management feature. For day-to-day troubleshooting, A and C are where it's at.

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Erasmo

10 days ago

B) Monitor alerts for operational services and configuration items that affect service health

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Val

15 days ago

A) See the detailed configurations of the products and services deployed for a customer to determine me action needed

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Genevieve

2 months ago

Haha, I bet some agents would love to use the install base for upselling, but that's probably not the intended use case. Stay focused on the core support functions, folks!

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Derick

14 days ago

B) Monitor alerts for operational services and configuration items that affect service health

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Coleen

16 days ago

A) See the detailed configurations of the products and services deployed for a customer to determine me action needed

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Leota

19 days ago

B) Monitor alerts for operational services and configuration items that affect service health

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Jospeh

1 months ago

A) See the detailed configurations of the products and services deployed for a customer to determine me action needed

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Cassi

2 months ago

D is a bit of a stretch. Upselling should be secondary to resolving the customer's immediate needs. The install base is there to help agents provide better service, not to push more products.

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Detra

2 months ago

I agree, A and C are the key capabilities here. Having detailed product information and being able to link cases to the right services is essential for effective customer support.

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Oren

1 months ago

B) Monitor alerts for operational services and configuration items that affect service health

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Ashton

1 months ago

A) See the detailed configurations of the products and services deployed for a customer to determine me action needed

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Annalee

2 months ago

Viewing the customer's install base is crucial for agents to understand the current setup and potential issues. Options A and C seem the most relevant for troubleshooting and case management.

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