ServiceNow Certified Implementation Specialist – Customer Service Management — Question 121

A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)

Answer options

• A. No escalation approval flow is configured
• B. The parent account of the account to be escalated is not active
• C. The customer service agent is not assigned with the escalation requester role
• D. The account already has an open escalation record

Correct answer: C, D

Explanation

The correct answer includes options C and D because lacking the escalation requester role prevents the agent from escalating accounts, and having an existing open escalation record also restricts further escalation. Options A and B do not directly affect the agent's ability to use the Escalate Account link.