ServiceNow Certified Implementation Specialist – Customer Service Management — Question 47

Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow’s and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

Answer options

• A. Proactive Prevention
• B. Service-Aware Install Base
• C. Service Reporting
• D. Proactive Case
• E. Service-Aware CMDB
• F. Service Monitoring

Correct answer: B, D, F

Explanation

The correct components are B (Service-Aware Install Base), D (Proactive Case), and F (Service Monitoring) because they collectively enable organizations to effectively monitor services and manage cases proactively. Options A, C, and E do not directly contribute to the proactive monitoring and issue resolution framework as described.