ServiceNow Certified Implementation Specialist – Customer Service Management — Question 126

What is a case?

Answer options

• A. An individual record that handles and resolves incidents for external customers
• B. An individual record that is used to identify and create automation opportunities
• C. An individual record that is used to identify and resolve a question or issue for an external customer
• D. An individual record that handles and routes issues for internal users

Correct answer: C

Explanation

The correct answer, C, accurately describes a case as a record focused on identifying and resolving issues for external customers. Option A deals with incidents but doesn't emphasize questions or issues, while B focuses on automation rather than customer inquiries. Option D pertains to internal users, which is not the primary concern of a case.