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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?

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Suggested Answer: B

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

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Adria
5 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
4 months ago
Sending an auto-reply recommending the sender to use Portal chat could be helpful in certain situations.
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Casie
4 months ago
I think the Incident record should be updated based on the action's script, that seems more logical.
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Shenika
5 months ago
I agree, unpausing the SLA clock for an email with an Incident watermark doesn't make sense.
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Jolene
5 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
5 months ago
It's a clever way to redirect customers to a more efficient communication channel.
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Pete
5 months ago
User engagement strategy at its finest! Gotta love the creativity.
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Aja
5 months ago
Option C is definitely unique! Auto-replying with a chat recommendation.
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Blair
6 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
6 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
6 months ago
I think the answer is B) Incident record is updated, per the action's script Most Voted.
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Erasmo
6 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
5 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
5 months ago
I agree, resetting the Incident state to 'attention required' seems like the right action.
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Lashandra
6 months ago
I think Option D is the correct choice.
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Marsha
6 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
5 months ago
True, updating the Incident record seems like the best course of action.
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Trinidad
6 months ago
I think that would cause delays in resolving the issue.
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Trina
6 months ago
But what if the Incident SLA clock is un-paused instead?
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Alyce
6 months ago
I agree, option B makes the most sense.
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