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Exam CIS-CSM topic 1 question 126 discussion

Actual exam question from ServiceNow's CIS-CSM
Question #: 126
Topic #: 1
[All CIS-CSM Questions]

Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)

  • A. Close an upsell of related products and services not yet purchased by a customer
  • B. See the detailed configurations of the products and services deployed for a customer to determine the action needed
  • C. Trace Information provided in a case to the right product or service to which it relates
  • D. Monitor related operational services and configuration items that affect service health
Show Suggested Answer Hide Answer
Suggested Answer: AB 🗳️

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Chosen Answer:
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ssaurabhpanedy
Highly Voted 1 year, 3 months ago
Correct ans is B & C
upvoted 10 times
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a76fe2f
Most Recent 2 weeks, 6 days ago
Selected Answer: BC
The answer is B&C
upvoted 1 times
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ddxkalin
2 months, 2 weeks ago
Selected Answer: BC
Correct answer is B&C
upvoted 1 times
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Prozessfux
2 months, 4 weeks ago
Selected Answer: BC
Me and Chat-GPT vote for B, C .. Upselling is not a customer agent task and monitoring doesnt help either.
upvoted 2 times
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Alex_Lima84
5 months, 3 weeks ago
Selected Answer: BC
Correct answer is B and C
upvoted 1 times
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CountessGrafe
5 months, 4 weeks ago
My vote goes to B and C. I don't think it is a customer service agent's task to sell anything, or to monitor operational service and CIs. Their main focus is to resolve customers issues as fast as possible.
upvoted 1 times
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netvision_g
10 months, 1 week ago
Selected Answer: BC
According to the ServiceNow CSM Fundamental Course, to enable support organizations to efficiently manage customer cases, both agents and customers need to have a common understanding of the products and services being used. For those same support organizations to efficiently manage customer cases, agents need the ability to: 1. Trace information provided in a case to the right product or service to which it relates. 2. See the detailed configurations of the products and services deployed for a customer to determine the action needed. https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/install-base-aw-csm.html https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-service-management/task/configure-install-base.html
upvoted 1 times
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CLowe
1 year ago
Selected Answer: AB
Vancouver docs are clear: "View a customer’s install base in CSM workspaces to quickly identify the support they require as well as the opportunities for adoption and upsell" https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/install-base-aw-csm.html#:~:text=View%20a%20customer's%20install%20base,opportunities%20for%20adoption%20and%20upsell
upvoted 2 times
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Chianti
1 year, 1 month ago
AD is the correct answer
upvoted 1 times
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NokoNice
1 year, 1 month ago
Selected Answer: CD
CD is Actually the correct answer. To enable support organizations to efficiently manage customer cases, both agents and customers need to have a common understanding of the products and services being used. For those same support organizations to efficiently manage customer cases, agents need the ability to: 1. Trace information provided in a case to the right product or service to which it relates. 2. See the detailed configurations of the products and services deployed for a customer to determine the action needed. CSM Fundamentals
upvoted 1 times
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ridhima007
1 year, 2 months ago
A,B is correct
upvoted 1 times
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NokoNice
1 year, 2 months ago
Selected Answer: AB
AB is Correct. https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/install-base-aw-csm.html#:~:text=View%20a%20customer's%20install%20base,opportunities%20for%20adoption%20and%20upsell.
upvoted 4 times
NokoNice
1 year, 1 month ago
this is wrong ignore this
upvoted 2 times
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NokoNice
1 year, 1 month ago
AD is the correct answer CSM Fundamental. The service-aware install base enables organizations to: 1. Model complex products and services with components. 2. Quickly identify products sold and installed. 3. Track related operational services and configuration items that affect service health. 4. View products not yet purchased or deployed by customers.
upvoted 2 times
NokoNice
1 year, 1 month ago
this is wrong ignore this
upvoted 2 times
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Npapir
1 year, 4 months ago
Correct answer is: A, D CSM Fundamentals - Service Aware Install Base
upvoted 3 times
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Community vote distribution
A (35%)
C (25%)
B (20%)
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