ServiceNow Certified Implementation Specialist – Customer Service Management — Question 173

What is a limitation regarding synchronization between a case and its associated work order?

Answer options

• A. If information changes on the Case form it is not updated on the Work Order form
• B. Updates on a case or work order will only synchronize after the work order is approved
• C. When creating a work order from a case only the Account field on the work order form is filed in but not the Company field
• D. The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized

Correct answer: A

Explanation

The correct answer A is accurate because changes made on the Case form do not reflect on the Work Order form, highlighting a synchronization limitation. Option B is incorrect as synchronization occurs regardless of approval status. Option C is misleading since both fields are generally included, and option D is wrong because certain configurations can be made for data transfer.