ServiceNow Certified Implementation Specialist – Customer Service Management — Question 11

Once a major case candidate is approved a major case is created. What then happens to the customer case?

Answer options

• A. The customer case becomes a child case of the major case
• B. The customer case will be automatically closed
• C. The customer case becomes the parent case of the major case
• D. The customer case will automatically be related to a problem

Correct answer: A

Explanation

The correct answer is A because once a major case is initiated, the associated customer case is designated as a child case to maintain the relationship. Options B and C are incorrect as the customer case is not closed or made a parent case, and option D is also wrong because the relationship to a problem is not automatically established.