ServiceNow Certified Implementation Specialist – Customer Service Management — Question 52

External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. Which of the following can they approve in relation to cases via the portals?

Answer options

• A. Request Records and Escalations
• B. Change Records and Request Records
• C. Problem Records and Escalations
• D. Problem Records and Incident Records

Correct answer: B

Explanation

The correct answer is B because external customers have the ability to approve Change Records and Request Records related to their service cases. Options A, C, and D include elements that external customers cannot approve within the portals, making them incorrect.