ServiceNow Certified Implementation Specialist – Customer Service Management — Question 222

What are the recommended good practices when running implementation workshops? (Choose three.)

Answer options

• A. Give the customers the data they need so they can make an informed decision
• B. Any financial implication of a decision should be handled by the delivery and sales team
• C. Enforce customers to adapt their processes towards the baseline processes
• D. Engage with customers to gain deep understanding of their organization
• E. Guide the customer toward industry best practices

Correct answer: A, D, E

Explanation

The correct answers A, D, and E emphasize the importance of customer collaboration and informed decision-making in implementation workshops. Option B incorrectly assigns financial responsibilities solely to the delivery and sales teams, which should not be the case. Option C is not advisable as forcing customers to change their processes can lead to resistance and dissatisfaction.