ServiceNow Certified Implementation Specialist – Customer Service Management — Question 14

What are features of Customer Service Management? (Choose four.)

Answer options

• A. Timed Audits
• B. Service Entitlements
• C. Demand Management
• D. Service Prospecting
• E. Real-time SLAs
• F. Service Contracts
• G. Skills-based routing

Correct answer: B, E, F, G

Explanation

The correct answers are B, E, F, and G because they represent essential components of Customer Service Management that enhance service delivery and management. Timed Audits, Demand Management, and Service Prospecting, while relevant in other contexts, do not specifically pertain to the features that directly support customer service operations.