ServiceNow Certified Implementation Specialist – Customer Service Management — Question 116

What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)

Answer options

• A. Reduces agent workload
• B. Reduces monthly case volume
• C. Work orders can be created from a case
• D. Customer can access work order details and tasks created for their case

Correct answer: C, D

Explanation

The correct answers, C and D, highlight the direct integration benefits where work orders are generated from cases and customers can access relevant details. Options A and B do not directly relate to the integration benefits, focusing instead on workload and case volume, which are not specific outcomes of the integration.