Although I think the answer is AB, it could also include D, as they may want to migrate open cases or historical cases. See https://www.servicenow.com/community/csm-blog/good-practices-legacy-data-conversion-for-customer-service/ba-p/2291150
https://www.servicenow.com/community/csm-blog/good-practices-legacy-data-conversion-for-customer-service/ba-p/2291150
Accounts: Accounts store information about the customer organizations that the CSM team supports, such as their name, address, contact information, and subscription status. This information is essential for the CSM team to be able to provide effective support.
Knowledge Articles: Knowledge articles contain information about products, services, and troubleshooting procedures. This information is essential for the CSM team to be able to quickly and accurately answer customer questions.
AB
Here are some examples of why these two types of data are so important for CSM:
Accounts: Accounts store information about the customer organizations that the CSM team supports, such as their name, address, contact information, and subscription status. This information is essential for the CSM team to be able to provide effective support.
Knowledge Articles: Knowledge articles contain information about products, services, and troubleshooting procedures. This information is essential for the CSM team to be able to quickly and accurately answer customer questions.
AB is the Correct Answer - see Vancouver Product Docs
Customer Data: Includes Account
Product Data: Includes Knowledge Articles
https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/csm-data-management.html
I think this its AB instead because .. The specific types of data that are imported will depend on the specific needs of the business and the CSM team.
Here are some examples of why these two types of data are so important for CSM:
Accounts: Accounts store information about the customer organizations that the CSM team supports, such as their name, address, contact information, and subscription status. This information is essential for the CSM team to be able to provide effective support.
Knowledge Articles: Knowledge articles contain information about products, services, and troubleshooting procedures. This information is essential for the CSM team to be able to quickly and accurately answer customer questions.
Importing these two types of data allows the CSM team to quickly get up and running on the new system and to start providing support to customers.
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