ServiceNow Certified Implementation Specialist – Customer Service Management — Question 57

Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?

Answer options

• A. The major case candidate becomes a major case
• B. A new major case is created and the major case candidate is added as a child to the major case
• C. The major case candidate requires an approval from the major issue manager
• D. The major case candidate is closed and a new major case is created

Correct answer: B

Explanation

The correct answer is B because the process dictates that when a major case candidate is approved, it leads to the creation of a new major case with the candidate being linked as a child case. Option A is incorrect as it suggests a direct transformation without creation. Option C is wrong because no additional approval is needed once it is approved by the customer service manager, and Option D is misleading as it implies closure instead of linkage.