ServiceNow Certified Implementation Specialist – Customer Service Management — Question 190
Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)
Answer options
- A. Assist customers with questions, issues and problems
- B. Create cases
- C. Propose major cases
- D. View, edit, and work on cases
- E. Approve customer contacts
- F. Manage customer entitlements
Correct answer: A, B, C, D
Explanation
The correct options A, B, C, and D are all tasks that a customer service agent is expected to perform, including assisting with customer inquiries, creating and managing cases, and proposing major cases. Options E and F are not typically responsibilities of a customer service agent, as approving contacts and managing entitlements often fall under different roles within customer service or management.