ServiceNow Certified Implementation Specialist – Customer Service Management — Question 166

When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

Answer options

• A. Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)
• B. Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)
• C. Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)
• D. Activation of the Customer Service plugin (com.sn_customerservice)

Correct answer: B

Explanation

The correct answer is B because activating the Customer Service with Request Management plugin (com.sn_cs_sm_request) is necessary to enable request management functionalities within the integration. Options A, C, and D pertain to other plugins that do not specifically address the requirements for Request Management in this context.