ServiceNow Certified Implementation Specialist – IT Service Management — Question 219

By default, when using Inbound actions, what happens if an email is received and has an Incident watermark?

Answer options

• A. Incident record is set to state = on hold
• B. Incident SLA clock is paused
• C. Incident record is updated, per the action's script
• D. Auto-reply sent to sender, recommending they use Portal chat

Correct answer: C

Explanation

The correct answer is C because Inbound actions are designed to update the incident record based on the defined script when an email with an Incident watermark is received. Options A and B are incorrect as they describe different states or actions that do not occur by default. Option D is also incorrect because it refers to an action not performed by default in this scenario.