ServiceNow CSM: What Happens When a Case Is Resolved? Accept or Reject
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ServiceNow CSM: What Happens When a Case Is Resolved? Accept or Reject
In this short video, we explain what options an end user has in ServiceNow Customer Service Management (CSM) when a case moves to Proposed Solution and enters the Resolved state. Once the agent proposes a solution, the customer can: Accept the Solution – The case closes successfully. Reject the Solution – The case reopens and moves back to ...
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