ServiceNow Certified Implementation Specialist – Customer Service Management — Question 104

Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

Answer options

• A. Eliminate the need for more traditional performance analytics
• B. Auto-generate clusters of cases that point to similar underlying issues
• C. Create root cause solutions for similar cases
• D. A guaranteed reduction in call volume per month

Correct answer: B

Explanation

The correct answer, B, highlights the ability of Predictive Intelligence to automatically identify and cluster similar cases, which helps in addressing underlying issues efficiently. Option A is incorrect because traditional performance analytics may still be relevant. Option C is not specific to the clustering capability, and option D is misleading as Predictive Intelligence can inform actions but does not guarantee a specific reduction in call volume.