CIS-CSM: Certified Implementation Specialist - Customer Service Management

Question

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?

Explanation

When an existing consumer case is approved as a major case candidate, ServiceNow creates a new major case and associates the original candidate as its child case. A major case is not linked to a particular consumer; consumer-specific information remains on child cases.

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Major, candidate, and child cases

CIS-CSM: Certified Implementation Specialist - Customer Service Management

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Notes

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