ServiceNow Certified Implementation Specialist – IT Service Management — Question 75
By default, when using Inbound actions, what happens if an email is received which has an Incident watermark?
Answer options
- A. Incident SLA clock is un-paused
- B. Incident record is updated, per the action's script
- C. Auto-reply sent to sender, recommending they use Portal chat
- D. Incident record is re-set to state = attention required
Correct answer: B
Explanation
The correct answer is B because when an email with an Incident watermark is processed, the system updates the incident record as defined by the action's script. Option A is incorrect as the SLA clock is not necessarily resumed by this action. Option C is not accurate since an auto-reply is not the default action for such emails, and option D is also incorrect as the incident record does not default to 'attention required' in this scenario.