ServiceNow Certified Implementation Specialist – Customer Service Management — Question 136

Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)

Answer options

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

Correct answer: B, C

Explanation

The correct answers B and C are essential because they enable agents to assess the customer's product configurations and relate case information to specific products, which is critical for effective support. Options A and D, while relevant to sales and operational oversight, do not directly pertain to the primary functions of viewing a customer's install base.