ServiceNow Certified Implementation Specialist – Customer Service Management — Question 147

What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?

Answer options

• A. Web
• B. Catalog
• C. Portal
• D. Virtual Agent

Correct answer: A

Explanation

The default value for the Channel field when a new case is created via the Customer Service Portal is 'Web' because it indicates the method through which the case was submitted. The other options, while relevant to different contexts or platforms, do not represent the default setting for case creation in this specific scenario.