CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ185

VerifiedCustomer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics

How can customer service agents and managers manually set the Action status field on a Case?

Explanation

In ServiceNow Customer Service Management, agents and managers manually set a case’s action status by enabling the Needs Attention field on the Case form. Actionable case flows otherwise update the status automatically based on blocking tasks and related case actions.

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