ServiceNow Certified Implementation Specialist – Customer Service Management — Question 85

Which of the following are benefits of customer access management? (Choose two.)

Answer options

• A. It defaults the responsibility for access management to the customer service agent.
• B. It increases security by automatically providing access to case information based on account hierarchy
• C. It increases automation by automatically granting access to cases based on access to sold product
• D. It improves the customer experience by enabling related parties to track and collaborate on cases.
• E. It defaults the responsibility for access management to the customer.

Correct answer: C, D

Explanation

The correct answers are C and D because they highlight how customer access management streamlines processes and improves user interaction. Option A and E incorrectly suggest that responsibility is shifted to either the agent or the customer, which does not align with the intent of access management. Option B focuses solely on security without addressing the automation and experience aspects.