ServiceNow Certified Implementation Specialist – Customer Service Management — Question 107

What are the three out-of-the-box playbooks for CSM? (Choose three.)

Answer options

• A. Case playbook for Onboarding
• B. Case playbook for Billing
• C. Case playbook for Accounts
• D. Case playbook for Product Support
• E. Case playbook for Complaints

Correct answer: A, D, E

Explanation

The correct answers are A, D, and E because these playbooks are specifically designed to address onboarding, product support, and complaints, which are critical areas for customer success management. Options B and C are not included as they do not represent the standard out-of-the-box playbooks offered for CSM.