ServiceNow Certified Implementation Specialist – IT Service Management — Question 113

What are some good practices for guiding your customers' use of Notifications? (Choose three.)

Answer options

• A. Make sure Notification requirements and test plans are in the project scope from the start
• B. Get input from Marketing department, regarding format of customer/caller facing notifications
• C. Use templates to ensure consistency and ease of configuration
• D. Use incident.itil.role template as the master template to build all other ITSM templates
• E. When possible, maximize the quantity of email updates to customers

Correct answer: A, B, C

Explanation

The correct answers, A, B, and C, focus on planning, consistency, and collaboration with the Marketing department to improve customer notifications. Options D and E are less effective; D focuses on a specific template that may not apply universally, while E could overwhelm customers with excessive emails, potentially leading to disengagement.