ServiceNow Certified Implementation Specialist – Customer Service Management — Question 163

Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?

Answer options

Correct answer: B

Explanation

The Auto-Responder feature is designed to automatically send email notifications, including a list of relevant knowledge articles, to the case submitter and watchlist users whenever a new case is created. The other options do not provide this specific functionality; Trending Topics focuses on current issues, Proactive Customer Service Operations enhances service delivery, and Self-Service Analytics provides data insights rather than notifications.