ServiceNow Certified Implementation Specialist – Customer Service Management — Question 67
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
Answer options
- A. Knowledge and skills required for agents
- B. Geographical location of customer
- C. Languages spoken by agents
- D. Number and type of support tools available
- E. Number of customer service portals used
- F. Number of agents required
Correct answer: A, B, C, F
Explanation
The correct answers A, B, C, and F reflect critical factors that directly impact how a customer support desk is structured. Knowledge and skills are essential for effective service, geographical location affects availability, languages determine communication capabilities, and the number of agents ensures adequate support coverage. Options D and E, while relevant to operations, do not fundamentally influence the desk structure itself.