ServiceNow Certified Implementation Specialist – Customer Service Management — Question 241

What does a red highlight on a Case's Action status field indicate?

Answer options

• A. The SLA is nearly breached on the Case
• B. The Case is blocked by other tasks or waiting for customer feedback
• C. The case has been escalated and the priority increased
• D. The case needs attention or is waiting for input / review

Correct answer: B

Explanation

A red highlight on the Action status field indicates that the Case is currently blocked, either by other tasks or waiting for feedback from the customer, which is why option B is correct. Options A, C, and D do not accurately describe the situation indicated by a red highlight, as they refer to different statuses or actions related to the Case.