ServiceNow Certified Implementation Specialist – Customer Service Management — Question 231

How can customer service agents and managers manually set the Action status field for a Case?

Answer options

• A. Enable the Needs attention field on the Case form
• B. Change the State to awaiting action
• C. Manually change the Action status
• D. Reopen the Case

Correct answer: C

Explanation

The correct answer is C, as it directly addresses the process of manually changing the Action status for a Case. Options A and B involve different fields or states that do not specifically alter the Action status, while option D, reopening the Case, does not pertain to setting the Action status at all.