CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ277

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

What is the default value of the Channel field when a customer opens a new case through the Service Catalog using the Customer Service Portal?

Explanation

ServiceNow Customer Service Management classifies customer requests submitted through Service Catalog forms in the Customer Service Portal under the Web channel. The portal and catalog are the self-service interface; they do not become the case-channel value.

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