unable to use the Escalate Account related link on the Account form

[Sruthi12]

Hi Team,

I'm preparing for CIS-CSM Exam. Please help me to get the answer for below question.

A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)

A. No escalation approval flow is configured
B. The parent account of the account to be escalated is not active
C. The customer service agent is not assigned with the escalation requester role
D. The account already has an open escalation record

I'm bit confused showing the answers in the different site.

Regards,

Sruthi

[Bert_c1]

Based on the UI action (Escalate Account), and script include (EscalationUtils) used, C & D.

The UI Action condition calls a script include, and has the role requirement:

The method called in the script include prevents duplicates.

[Sandeep Rajput]

@Sruthi12 An escalation approval flow is not essential for the case escalation, also a user with the escalation requester role can request an escalation for a case or account. So keeping this in consideration, C and D should be the ideal answers for this question (D. as if an account is already escalated it shouldn't be escalated twice).

[Anand Kumar P]

Hi @Sruthi12 ,

https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-se...
Below are the correct answers,
C. The customer service agent is not assigned with the escalation requester role
D. The account already has an open escalation record

Mark it as helpful and solution proposed if it serves your purpose.
Thanks,
Anand