CIS-CSM Exam Dumps | A consumer service agent receives and accepts a case which was created by a consumer. The agent needs

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ServiceNow.CIS-CSM.v2024-11-20.q109
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Question 43/109

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. Open > Pending > Work in Progress > Resolved > Closed

C. New > Open > Work in Progress > Solution Proposed > Closed

D. New > Open > Awaiting Info > Open > Resolved > Closed

Correct Answer: D

https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer- service-management/reference/r_CustomerServiceCaseStates.html

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