ServiceNow Certified Implementation Specialist – Customer Service Management — Question 80

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

Answer options

• A. Case Escalation
• B. Case State
• C. Case Categorization
• D. Case Prioritization

Correct answer: C, D

Explanation

The correct answers, C and D, are related to how Predictive Intelligence helps in organizing and prioritizing cases effectively. While Case Categorization involves classifying cases into types and Case Prioritization focuses on ranking cases by urgency, Case Escalation is about raising a case's importance and Case State refers to the current status of a case, which are not directly improved by Predictive Intelligence.