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ServiceNow CIS-CSM Exam - Topic 5 Question 42 Discussion

Actual exam question for ServiceNow's CIS-CSM exam
Question #: 42
Topic #: 5
[All CIS-CSM Questions]

_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.

Options are :

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Suggested Answer: C

by Jennifer at Jun 29, 2022, 04:05 AM

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Helene
4 months ago
Not so sure about B, what about A?
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Jolanda
4 months ago
100% B, couldn't agree more!
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Nobuko
5 months ago
Wait, is it really just B? Seems too simple.
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Madalyn
5 months ago
I think it's C, consumer agents are key!
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Tiara
5 months ago
Definitely B, that's what agents do!
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Yvonne
5 months ago
I keep mixing up "Agent" and "Partner." I think "Agent" is the one that resolves cases, but I hope I remember correctly!
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Oretha
5 months ago
I remember practicing a question about different roles in customer service, and "Consumer Agent" was mentioned. But I don't think that's the right term here.
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Salena
5 months ago
I think the answer might be "Agent," but I'm not completely sure. It sounds like the role that deals directly with consumer issues.
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Arminda
5 months ago
I feel like "Customer case manager" could fit, but it seems more focused on managing cases rather than directly assisting consumers.
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Martina
5 months ago
Hmm, I'm a bit unsure about this one. The options seem to cover a range of change management principles, and I'm not totally clear on the differences between them. I'll need to think it through carefully.
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Laquita
6 months ago
Hmm, this is a tricky one. I think I'd want to first discuss the program changes and challenges with the key stakeholders to get a better understanding of the situation before deciding on the next steps.
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