ServiceNow Certified Implementation Specialist – Customer Service Management — Question 81

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

Answer options

• A. Apply Role by Customer
• B. Auto Assessment
• C. Change Update to Close
• D. Update Case Entitlement

Correct answer: B, D

Explanation

The correct answers, B and D, are essential components of the Customer Service Management baseline configuration. Option B, Auto Assessment, automates the evaluation process, while D, Update Case Entitlement, ensures cases are linked to the correct entitlements. Options A and C are not standard rules within this configuration.