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Exam CIS-CSM topic 1 question 74 discussion

Actual exam question from ServiceNow's CIS-CSM
Question #: 74
Topic #: 1
[All CIS-CSM Questions]

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 Hide Answer
Suggested Answer: D 🗳️
by stophs at May 24, 2023, 10:05 p.m.

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Bubu770
6 days, 14 hours ago
Easy to remember. Awaiting info is only used in D. an CSM doesnt has "on Hold"
upvoted 1 times
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netvision_g
8 months, 2 weeks 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, 1 month 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, 4 months ago
Selected Answer: D
ans is D
upvoted 2 times
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stophs
1 year, 5 months ago
Selected Answer: D
d is correct
upvoted 2 times
...

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