ServiceNow CIS-CSM free question 5 / 10 · Domain 3: Case management
Agent Tanaka asked the customer to send more documents for a case and must wait for the reply before going on. In the base case state model, which state represents this wait?
- Awaiting Info
- Awaiting Vendor
- Awaiting Caller
- Awaiting Problem
Show the answer and explanation
Answer: A
Why this is correct
Awaiting Info is the case state for a case that is waiting on more information from the customer.
Why the other options are wrong
"Awaiting Caller" … Awaiting Caller is an on-hold reason on the incident form in IT Service Management, not a case state.
"Awaiting Vendor" … Awaiting Vendor is also an incident on-hold reason. Cases use Awaiting Info for any wait on the customer.
"Awaiting Problem" … Awaiting Problem is another incident on-hold reason. Its name is close, which makes it easy to confuse.
Key point
Case states and incident on-hold reasons have similar names. Check whether the term is a state of the case itself.
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