ServiceNow Certified Implementation Specialist – Customer Service Management — Question 117

The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?

Answer options

• A. As email is being used fewer agents would be required to create cases so service costs would go down
• B. It is easier to report on data in emails which means managers would be better placed to track performance
• C. It can lead to taster resolution of customer issues and faster response to customer inquiries
• D. It would guarantee less wait time for customers who chose to call the customer service center

Correct answer: C

Explanation

Option C is correct because the integration allows for more efficient handling of customer issues, leading to quicker resolutions and responses. Options A and D incorrectly assume that email usage directly lowers costs or wait times without considering the efficiency gained from the add-in. Option B focuses on reporting rather than the direct impact on customer interactions.