ServiceNow Certified Implementation Specialist – Customer Service Management — Question 209

Which of the following are benefits of customer access management? (Choose two.)

Answer options

• A. It increases security by automatically granting access to cases based on access to sold product.
• B. It defaults the responsibility for access management to the customer.
• C. It defaults the responsibility for access management to the customer service agent.
• D. It improves the customer experience by enabling related parties to track and collaborate on cases.

Correct answer: A, D

Explanation

Option A is correct because it highlights how security is improved through automated access based on product ownership. Option D is also correct as it emphasizes the enhancement of customer experience through collaboration. Options B and C are incorrect because they misrepresent the responsibilities associated with access management.