ServiceNow Certified Implementation Specialist – Customer Service Management — Question 192

What criteria can be used to determine when a new inbound case should be opened?

Answer options

• A. When a new customer is created
• B. When an internal problem occurs
• C. When a customer has a question or issue to resolve
• D. When we have new marketing material for a customer

Correct answer: C

Explanation

The correct answer is C because a new inbound case is typically opened to address customer inquiries or issues. Options A and B relate to internal processes rather than customer-driven needs, while D focuses on marketing rather than direct customer support.