ServiceNow Certified Implementation Specialist – Customer Service Management — Question 215
What must a system administrator configure to define a different approval workflow for an escalation request?
Answer options
- A. Escalation Decision
- B. Escalation Rule
- C. Escalation Template
- D. Escalation Reason
Correct answer: C
Explanation
The correct answer is C, Escalation Template, as it is used to specify the approval workflow for escalation requests. The other options, while related to escalation processes, do not specifically define an approval workflow. Escalation Decision refers to the outcome of an escalation, Escalation Rule pertains to the conditions under which an escalation occurs, and Escalation Reason provides context for the escalation itself.