Via the customer and consumer service portals, external customers can approve which of the following?

• 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 portals to approve records that affect their service, specifically items that require their sign‑off before actions are taken. The two record types that fit this are Change Records and Request Records. A Change Record represents a proposed modification to the services or infrastructure the customer relies on, and it often requires customer approval to proceed so the customer agrees to the planned impact and timing. A Request Record comes from the service catalog and represents a requested service or item; approval is needed to authorize provisioning or fulfillment.

Other record types, like Problem or Incident records, are managed by the service teams and don’t typically involve customer-level approvals in the portal. Escalations are internal escalation flows and aren’t something external customers approve in the standard portals. So approving Change Records and Request Records is the supported combination for external customers.