ServiceNow Certified Implementation Specialist – Customer Service Management — Question 89

Benefits of Proactive Customer Service Operations include: (Choose two.)

Answer options

• A. Reduced inbound calls from customers
• B. Reduction in staff turnover
• C. Major cases can be eliminated as there will be no Impact to customers
• D. Reduced Mean Time To Resolve (MTTR)
• E. Guaranteed increase in customer satisfaction

Correct answer: A, D

Explanation

The correct answers, A and D, highlight that proactive operations can lead to fewer customer calls and a quicker resolution time, which enhances efficiency. Options B, C, and E are not guaranteed outcomes of proactive service; staff turnover can be influenced by various factors, major cases may still arise, and customer satisfaction may not always improve without additional measures.