Exam CIS-CSM topic 1 question 155 discussion

C y D are correct

A red indicator highlights cases that are blocked, such as cases that have open related task records or are waiting for customer feedback. In CSM Agent Workspace, cases that are blocked also use a red field highlight. Blocked cases can have the following status: Blocked internally Blocked by customer Blocked internally and by customer Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/customer-service-case-action-status.html

Answer: C. Blocked internally and by customer D. Blocked by internally Explanation: As blocking tasks for a case get created and resolved, this dashboard widget tracks the case time spent with each of these users. The breakdown is set for: (red indicator = blocked) - Blocked internally - Blocked by customer (d.) - Blocked internally and by customer (c.) Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/reference/case-action-status-dashboard.html

CD is Correct Visual indicators in the Action Status column on the Case list highlight case status: A blue indicator highlights cases that need attention, such as cases that have been updated by customers or internal users and are waiting for input or review. In CSM Agent Workspace, cases that need attention also use a blue field highlight. A red indicator highlights cases that are blocked, such as cases that have open related task records or are waiting for customer feedback. In CSM Agent Workspace, cases that are blocked also use a red field highlight. Blocked cases can have the following status: Blocked internally Blocked by customer Blocked internally and by customer

CD correct

The right answer is C and D

Correct Ans should be C and D: https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/customer-service-case-action-status.html