ServiceNow Certified Implementation Specialist – IT Service Management — Question 53

In request fulfillment, approvals can be required before a request can be fulfilled. Your customer is worried about requests getting stuck in the process flow, if the approver is on extended absence from the office.
What can you suggest to alleviate this concern? (Choose two.)

Answer options

• A. The approver can use the Delegate module to assign a person to approve on their behalf, while they are away from the office
• B. The approver can set their approval notifications to forward to their personal email address
• C. The approval can be defined as a group approval, where any member of the group can approve
• D. The approver can set their approval notifications to auto-reply with “approved” in the subject line

Correct answer: A, C

Explanation

Option A is correct because the Delegate module allows someone else to approve requests in the approver's absence, ensuring requests are not stalled. Option C is also correct as defining a group approval means any group member can approve, which provides flexibility. Options B and D do not prevent delays, as forwarding notifications or auto-replying does not enable actual approval of requests.