ServiceNow CIS-CSM free question 6 / 10 · Domain 3: Case management
A case is Resolved, and the customer has not responded. In a base environment where no settings have been changed, what happens to the case?
- It stays Resolved until the agent who owns it selects Close Case on the Case form to finish it
- It is closed automatically after 30 days without a reply and can no longer be updated after that
- A reminder is sent to the customer after 5 days, and the case closes automatically after 10 days
- It is not closed automatically, as the Auto Close Resolved Cases flow is off by default
Show the answer and explanation
Answer: D
Why this is correct
Automatic closing of Resolved cases uses the Auto Close Resolved Cases Flow Designer flow, and the documentation notes that this flow is not active by default. In an environment where nothing was set up, cases are not closed automatically.
Why the other options are wrong
"A reminder is sent to the customer after 5 days, and the case closes automatically after 10 days" … These are the default timings once the flow is activated. The question is about an environment where it was never activated.
"It is closed automatically after 30 days without a reply and can no longer be updated after that" … Without the flow there is no automatic closing at all, and the default timings of the flow are 5 and 10 days.
"It stays Resolved until the agent who owns it selects Close Case on the Case form to finish it" … An agent can close a case at any time except when it is Resolved. In Resolved, the customer is the one who accepts or rejects the solution.
Key point
A feature being available and a feature being on are different things. Check whether it has been activated before you explain it.
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