ServiceNow Certified Implementation Specialist – IT Service Management — Question 17

If the Assignment group is empty on an incident record, what happens when an agent that is a member of a single user groups clicks the Assign to me UI action?

Answer options

• A. The agent is prompted to select the Assignment group
• B. The Assignment group field is populated with agent’s user group
• C. An error is displayed indicating the Assignment group field must be populated before executing the Assign to me UI action
• D. The Assignment group field remains empty

Correct answer: B

Explanation

The correct answer is B because when the Assignment group is empty and the agent belongs to a single user group, the system automatically populates the Assignment group field with that user group. Options A and C are incorrect as no prompt or error occurs in this situation, and option D is also wrong since the field does get populated.