ServiceNow Certified Implementation Specialist – Customer Service Management — Question 18

What is required to synchronize fields from a parent to a child case(s)?

Answer options

• A. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
• B. Major Issue Management needs to be installed and certain properties enabled
• C. No action required, this is a standard Customer Service Management feature
• D. The role of sn_customerservice.customer_case_manager must be assigned

Correct answer: B

Explanation

The correct answer is B because Major Issue Management must be installed along with specific properties being enabled to facilitate synchronization. Option A is incorrect as the advanced plugin is not required for this function, C is wrong since synchronization is not a standard feature without the specified setup, and D is also incorrect since assigning the case manager role is not necessary for synchronization to occur.