External customers can approve changes or requests in relation to cases through portals?

• A. Request Records and Escalations
• B. Change Records & Request Records
• C. Problem Records & Escalations
• D. Problem Records & Incident Records

Answer: (B)

External customers use the Service Portal to sign off on items that affect their cases. The two record types that support customer approvals are Change Records and Request Records. Change Records represent changes to services or environments that require customer consent before implementation, while Request Records are service requests that the customer requests and may need their approval before fulfillment. In contrast, problems, incidents, and escalations are internal ITSM workflows where approvals are typically handled within the organization rather than by external customers through the portal. So, allowing external customers to approve changes or requests aligns with Change Records and Request Records, making this the best fit.