ServiceNow Certified Implementation Specialist – Customer Service Management — Question 183

From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)

Answer options

• A. Account
• B. Incident
• C. Customer Service Application
• D. Special Handling Note
• E. Chat

Correct answer: A, C, E

Explanation

The correct options A, C, and E are places where a customer service agent can create a case. 'Account' refers to customer accounts, 'Customer Service Application' is the platform for managing cases, and 'Chat' allows agents to create cases directly through chat interactions. Options B and D do not serve as case creation sources; incidents are separate issues, and special handling notes are not a method for case creation.