Exam CIS-CSM topic 1 question 49 discussion

In the CSP, you can utilize only chat - live or virtual agent or requesting something via catalog (open a case, which will be classified as source web). Email is when you are using your email client (not the portal)

Chat = Virtual or live agent --> Interaction Web = Open a Case with channel web

Answer C & D Explanation: Chat, Email and Phone are correct. Reference : https://docs.servicenow.com/en-US/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html

Answer: C. Chat D. Email Explanation: Omnichannels for communicating with customers includes - Chat (c) - Phone - Email (d) Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html

CD IS CORRECT

Omnichannels for communicating with customers: Chat channel From the Customer Service Portal and Consumer Service Portal, customers can start a chat with a virtual or live agent for help. Email channel With an email channel, customers can send emails to create new cases and update current cases. They can also receive email updates from customer service agents as cases progress. Phone channel External customers can reach out to customer service agents by phone. The Customer Service Management application uses both Computer Telephony Integration (CTI) and OpenFrame to provide phone support for customers.

is the ans

C and D

CD https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html