ServiceNow Certified Implementation Specialist – Customer Service Management — Question 140

When working with communication channels, what inbound email flows are available by default? (Choose two.)

Answer options

• A. Create case for product
• B. Create case for asset
• C. Update case from forward email
• D. Create case from email
• E. Update case using reply

Correct answer: D, E

Explanation

The correct answers are D and E because these are the default flows that allow the system to create a case directly from an email or update an existing case when a reply is received. Options A, B, and C do not represent the default inbound email flows in this context.