ServiceNow Certified Implementation Specialist – Customer Service Management — Question 103

A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer. Given this scenario, what is the chronological order of case states used to manage this case?

Answer options

• A. New > Work in Progress > On Hold > Work in Progress > Resolved > Closed
• B. New > Open > Work in Progress > Solution Proposed > Closed
• C. Open > Pending > Work in Progress > Resolved > Closed
• D. New > Open > Awaiting Info > Open > Resolved > Closed

Correct answer: D

Explanation

The correct answer is D because it accurately represents the steps taken by the agent: the case starts as New, then moves to Open, goes to Awaiting Info while additional details are gathered, returns to Open for the solution proposal, and finally progresses to Resolved and Closed. The other options do not correctly capture the necessary states in the chronological order for this scenario.