ServiceNow® CIS-ITSM Exam Practice Questions (P. 4)
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Question #16
When using Inbound Email Actions, what happens if an email is received which has no watermark or reference number?
- ANew incident created from the message
- BNew interaction is created from the message
- CEmail is rejected and auto-reply sent to sender
- DNew case is created from the message
Correct Answer:
A
A
GPT-4o - Answer
When an email is received without a watermark or reference number, ServiceNow's default behavior is to create a new incident from that message. This is a built-in function designed to ensure that incoming communications without existing context are captured as new incidents, enabling a traceable, managed workflow for potentially unresolved issues that require attention. This process avoids leaving any support needs unaddressed by categorizing them correctly from the point of entry.
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