Exam CIS-CSM topic 1 question 74 discussion

Actual exam question from ServiceNow's CIS-CSM

Question #: 74
Topic #: 1

A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer. Given this scenario, what is the chronological order of case states used to manage this case?

A. New > Work in Progress > On Hold > Work in Progress > Resolved > Closed
B. New > Open > Work in Progress > Solution Proposed > Closed
C. Open > Pending > Work in Progress > Resolved > Closed
D. New > Open > Awaiting Info > Open > Resolved > Closed

Show Suggested Answer

Suggested Answer: D 🗳️

by stophs at May 24, 2023, 10:05 p.m.

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Bubu770

7 months, 2 weeks ago

Easy to remember. Awaiting info is only used in D. an CSM doesnt has "on Hold"

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netvision_g

1 year, 3 months ago

Selected Answer: D

https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseStates.html

upvoted 1 times

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NokoNice

1 year, 8 months ago

Selected Answer: D

D is Correct. https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseStates.html

upvoted 2 times

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EspindolaGomes

1 year, 11 months ago

Selected Answer: D

ans is D

upvoted 2 times

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stophs

2 years ago

Selected Answer: D

d is correct

upvoted 2 times

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