ServiceNow Certified Implementation Specialist – Customer Service Management — Question 143

What will be the state of a case after a customer rejects the solution proposed by an agent?

Answer options

• A. In Progress
• B. Open
• C. New
• D. Solution Rejected

Correct answer: B

Explanation

The correct answer is B, as a case remains in the 'Open' state when a customer refuses the proposed solution, indicating that further action is needed. Options A and C imply that the case is still being worked on or is brand new, while D specifically denotes the rejection of the solution but does not reflect the overall status of the case.