ServiceNow Certified Implementation Specialist – Customer Service Management — Question 219

Which decisions does Predictive Intelligence support? (Choose two.)

Answer options

• A. Case Escalation
• B. Case Prioritization
• C. Case Categorization
• D. Case Resolution

Correct answer: B, C

Explanation

Predictive Intelligence is designed to enhance decision-making in areas such as Case Prioritization and Case Categorization, allowing organizations to efficiently manage their workflow. The other options, Case Escalation and Case Resolution, are more related to the operational procedures rather than the predictive analysis that the technology supports.