ServiceNow Certified Implementation Specialist – Customer Service Management — Question 53

Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)

Answer options

• A. Case playbook for Onboarding
• B. Case playbook for Services
• C. Case playbook for Product Support
• D. Case playbook for Complaints
• E. Case playbook for Billing

Correct answer: A, C, D

Explanation

The correct answers are A, C, and D, which represent playbooks specifically designed for onboarding, product support, and handling complaints, respectively. Option B relates to services that are not categorized as a specific playbook type, and option E pertains to billing, which is not one of the core predefined playbooks for CSM.