External customers can approve which of the following via the customer portals?

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

Answer: (B)

External customers have the ability to approve records that represent requests for changes or services. Approving a Change Record lets the customer consent to the proposed change and its schedule, while approving a Request Record confirms the requested service or activity should go ahead. Problems and incidents are typically handled and approved internally by the service team, and escalations are not usually subject to customer approvals via the portal. So the combination that aligns with what customers can approve in the portal is Change Records and Request Records.