CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ73

VerifiedCustomer Service Management System Setup and Configuration

What must a system administrator set up to specify a different approval workflow for an escalation request?

Explanation

In ServiceNow Customer Service Management, an escalation template determines how an escalation request is processed, including whether approval is required and the approval workflow to use. The Escalation Template table includes an Escalation Approval Flow field for this purpose.

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