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Exam CIS-CSM topic 1 question 54 discussion

Actual exam question from ServiceNow's CIS-CSM
Question #: 54
Topic #: 1
[All CIS-CSM Questions]

What criteria can be used to determine when a new inbound case should be opened?

  • A. When a new customer is created
  • B. When an internal problem occurs
  • C. When a customer has a question or issue to resolve
  • D. When we have new marketing material for a customer
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Suggested Answer: C 🗳️
by NokoNice at Oct. 16, 2023, 5:50 p.m.

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robinchadwick
3 months ago
Selected Answer: C
Direct quote from the CSM Essentials Course Materials Section 5.1 - Case Overview Under "What is a Case" An Agent creates a new case to record a customer's question or issue as well as to track the activities related to resolving the issue.
upvoted 1 times
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BladeRBG
6 months, 3 weeks ago
Selected Answer: B
here we are talking about opening a case from interaction, so when a customer has a question or issue, it can be resolved within the interaction, but if there is an internal problem, that would require followup support, which means creating a case (and may be incident/problem out of it)
upvoted 1 times
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netvision_g
8 months, 3 weeks ago
Selected Answer: C
C is correct
upvoted 1 times
Hangmanmio
5 months, 3 weeks ago
Ok, I am going through the CSM Essentials course and i can not find ANY reference for "inbound case". Can you, please, provide me with reference to a document that suggest the correct answer is C?
upvoted 1 times
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NokoNice
1 year, 3 months ago
Selected Answer: C
C is correct
upvoted 2 times
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