ServiceNow Certified Implementation Specialist – Customer Service Management — Question 252

Predictive Intelligence improves Case management by:

Answer options

• A. Predicting what values should have gone into empty fields in historical records
• B. Reducing the number of records needed to accurately predict a value
• C. Replacing legacy routing rules
• D. Predicting Case values without manual intervention

Correct answer: D

Explanation

The correct answer is D because Predictive Intelligence automates the prediction of Case values, eliminating the need for manual input. Option A focuses on historical data rather than current predictions, B suggests limiting records instead of enhancing prediction accuracy, and C discusses replacing routing rules rather than the predictive capabilities of the system.