ServiceNow Certified Implementation Specialist – Customer Service Management — Question 151

From which one of the following can an agent create a CSM Case:

Answer options

• A. Human Resource Application
• B. Incident Management
• C. Chat
• D. Special Handling Note

Correct answer: C

Explanation

The correct answer is C, as agents can create CSM Cases directly from Chat interactions with users. The other options, while relevant to their respective domains, do not provide a mechanism for case creation in the CSM system.