ServiceNow Certified Implementation Specialist – Customer Service Management — Question 58

What types of escalation templates can be created? (Choose two.)

Answer options

• A. Case
• B. Sold Product
• C. Consumer
• D. Account

Correct answer: A, D

Explanation

The correct answers are A (Case) and D (Account) because these templates are specifically designed for managing escalations related to cases and accounts. Options B (Sold Product) and C (Consumer) do not pertain to escalation templates and are therefore incorrect.