ServiceNow Certified Implementation Specialist – Customer Service Management — Question 118

What does viewing a customer’s install base enable customer service agents to do? (Choose two.)

Answer options

• A. See the detailed configurations of the products and services deployed for a customer to determine me action needed
• B. Monitor alerts for operational services and configuration items that affect service health
• C. Trace information provided m a case to the right product or service to which it relates
• D. Close an upsell of related products and services not yet purchased by a customer

Correct answer: A, C

Explanation

The correct answers, A and C, indicate that understanding the install base allows agents to see product configurations and associate case information with the right services. Options B and D are incorrect as they pertain to monitoring alerts and closing sales, which are not the primary functions of viewing the install base.