ServiceNow Certified Implementation Specialist – Customer Service Management — Question 55

As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?

Answer options

• A. Document the knowledge gap in the case work notes and escalate the case
• B. Post a question in one of the various Customer Service Management knowledge bases
• C. Use Related Links on the case form to report a knowledge gap
• D. Use the Create Knowledge button on the case form to report a knowledge gap

Correct answer: C

Explanation

The correct answer is C, as using Related Links is the proper method to report a knowledge gap within the case form. Option A involves documentation and escalation, which does not directly create a knowledge gap. Option B suggests posting a question, which is not the same as reporting a gap. Option D incorrectly points to the Create Knowledge button, which is not the correct action for this situation.