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Exam CIS-CSM topic 1 question 111 discussion

Actual exam question from ServiceNow's CIS-CSM
Question #: 111
Topic #: 1
[All CIS-CSM Questions]

Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?

  • A. The major case candidate becomes a major case
  • B. A new major case is created and the major case candidate is added as a child to the major case
  • C. The major case candidate requires an approval from the major issue manager
  • D. The major case candidate is closed and a new major case is created
Show Suggested Answer Hide Answer
Suggested Answer: B 🗳️
by RahulBhor at Dec. 8, 2022, 6:14 p.m.

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40f5b7e
3 months, 2 weeks ago
Selected Answer: B
https://www.servicenow.com/docs/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/approve-reject-major-case-candidate.html
upvoted 1 times
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40f5b7e
3 months, 2 weeks ago
Selected Answer: B
Approves the current major case candidate as a major case. Upon approval: If the candidate case was proposed from an existing case, a major case is created and the candidate case becomes a child case of that major case. If the candidate case was created directly, the candidate case becomes the major case.
upvoted 1 times
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netvision_g
10 months, 2 weeks ago
Selected Answer: B
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/major-candidate-child-case-types.html
upvoted 1 times
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KiwiJuice72
1 year, 1 month ago
Selected Answer: B
B is the answer. Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/major-candidate-child-case-types.html "If the major case candidate was promoted from an existing case, a major case is created and the candidate case becomes a child case of that parent."
upvoted 2 times
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NokoNice
1 year, 2 months ago
Selected Answer: B
B is correct
upvoted 2 times
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sephereth
1 year, 2 months ago
Selected Answer: B
Explanation: "These cases are added to the Child Cases related list on the major case form." source: https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/major-candidate-child-case-types.html
upvoted 4 times
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Lucky62
1 year, 6 months ago
Selected Answer: B
B is correct. If the major case candidate was promoted from an existing case, a major case is created and the candidate case becomes a child case of that parent.
upvoted 3 times
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stophs
1 year, 7 months ago
Selected Answer: A
A IS CORRECT Approved candidate cases become major cases, which you can use to manage issues to resolution. Child cases are created for customers impacted by an issue and are associated with a major case.
upvoted 2 times
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RahulBhor
2 years ago
given answer is correct https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/major-candidate-child-case-types.html
upvoted 4 times
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B (20%)
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