ServiceNow Certified Implementation Specialist – Customer Service Management — Question 236

When an agent requires additional information from the customer to help solve the case, the case state is:

Answer options

• A. Awaiting Info
• B. Paused
• C. Info Req
• D. Waiting

Correct answer: A

Explanation

The correct answer is 'Awaiting Info' because it indicates that the agent is waiting for additional information from the customer to continue working on the case. The other options do not accurately represent the scenario where further details are needed; 'Paused' and 'Waiting' imply inactivity without specific requests, while 'Info Req' is not a standard case state.