ServiceNow Exam CIS-ITSM Topic 2 Question 97 Discussion

Actual exam question for ServiceNow's CIS-ITSM exam

Question #: 97
Topic #: 2

[All CIS-ITSM Questions]

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

AIncident SLA clock is un-paused

BIncident record is updated, per the action's script Most Voted

CAuto-reply sent to sender, recommending they use Portal chat

DIncident record is re-set to state = attention required

Show Suggested Answer

Suggested Answer: B

by Laticia at Sep 16, 2024, 05:50 PM

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Adria

2 months ago

Option A is interesting, but I don't think the SLA clock should be unpaused just because an email with the Incident watermark is received. That doesn't seem quite right.

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Dewitt

24 days ago

Sending an auto-reply recommending the sender to use Portal chat could be helpful in certain situations.

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Casie

25 days ago

I think the Incident record should be updated based on the action's script, that seems more logical.

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Shenika

1 months ago

I agree, unpausing the SLA clock for an email with an Incident watermark doesn't make sense.

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Jolene

2 months ago

Ha! Option C is a classic. Auto-reply the customer and tell them to use the chat? That's some creative problem-solving right there!

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Adrianna

2 months ago

It's a clever way to redirect customers to a more efficient communication channel.

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Pete

2 months ago

User engagement strategy at its finest! Gotta love the creativity.

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Aja

2 months ago

Option C is definitely unique! Auto-replying with a chat recommendation.

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Blair

2 months ago

I'm not sure, but I think it might be A) Incident SLA clock is un-paused, as the system may need to reevaluate the incident.

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Bok

2 months ago

I agree with Vincent, because it makes sense to update the Incident record based on the action taken.

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Vincent

2 months ago

I think the answer is B) Incident record is updated, per the action's script Most Voted.

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Erasmo

3 months ago

I'm going with Option D. Resetting the Incident state to 'attention required' makes sense when an email with the Incident watermark is received.

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Annabelle

1 months ago

I'm not sure, but it does make sense to reset the Incident state when an email with the Incident watermark is received.

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Brittni

2 months ago

I agree, resetting the Incident state to 'attention required' seems like the right action.

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Lashandra

2 months ago

I think Option D is the correct choice.

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Marsha

3 months ago

Option B seems the most logical choice. The Incident record should be updated based on the action's script.

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Lashonda

2 months ago

True, updating the Incident record seems like the best course of action.

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Trinidad

2 months ago

I think that would cause delays in resolving the issue.

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Trina

2 months ago

But what if the Incident SLA clock is un-paused instead?

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Alyce

2 months ago

I agree, option B makes the most sense.

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