From what places in SN can an agent create a case? (Choose three.)
From what places in SN can an agent create a case? (Choose three.)
Agents can create a case from the Customer Service Application, as it provides the necessary tools and interface for case creation. Additionally, agents can create cases from an Account, which is considered an associated entity within the system that often requires case management. Finally, Chat sessions are also valid points of case creation, providing real-time interaction capabilities that can lead to the opening of a new case. These three options cover diverse methods through which agents can initiate case management effectively.
Correct answer is ACD. here is a proof. Agents can create a case from: - The Customer Service Application - Any associated entities (Account, Contract, Entitlement, Asset, etc.) - A Chat Session - An interaction This information is available on CSM Fundamentals Course. You can Open Module Case — Basic Principles, Lesson 1 "Case and Case Types"
ABCD is actually all the correct answers. Contact falls under associated entities. I just spun up a PDI per ftpuser and there is indeed a Case related list at the bottom with a "New" UI action button for it.
I think the correct answer is ACD
Answer: A. Customer Service Application C. Account D. Chat Explanation: Agents can create a case from - The Customer Service Application - Any associated entities (Account, Contract, Entitlement, Asset, etc.) - A Chat Session - An interaction Source: CSM Fundamentals > Module Case > Basic Principles, Lesson 1 Case and Case Types
ABC is correct, if you open a contact or an account record, the related link Create case is available OOTB, and from the Customer Service Application you have the Create New module.
Bad question. All of the answers are correct.
ACD Is correct
All the answers are correct, if you go to account or contact records you can see the case-related list at the end this is OOTB, and also you can create a case from a chat in SP just as in the implementation and fundamentals labs. Also A might be correct if we consider that is the CSM app itself.
how can you create case from contact record?
ACD is correct.
I just read that it is ACD. Page 205 Fundamental
BCD is the right answer
Why are there so many different answers here from Exam Topics? Can someone link the source of truth?
I think "Customer Service Application" is also correct. By aakreet https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/task/t_CreateACaseFromCustServApp.html
ABC is Correct Agents can create a case from: The Customer Service Application Any associated entities (Account, Contract, Entitlement, Asset, etc.) A Chat Session An interaction
by your own description here, they can make one from chat so D is also correct.
Ebook and CSM Fundamentals
Correct answer is BCD. There is "create Case" in related list in contact. You guys can find it in your PDI.
What is the source ?
I believe ABC is correct because why would an agent open a Case from a chat?