✔The "Additional comments" fieldis used to communicate information that isvisible to the customer. This field is commonly used inIncident Management, Service Requests, and other task-based records.
Key Differences Between Fields:
Additional Comments (✔Correct Answer)– Used forcustomer-facingcommunication.
Work Notes– Used forinternal team communication(not visible to the customer).
Caller Note (A)– No such standard field exists.
Customer Notes (B)– Not a standard ServiceNow field.
Description (D)– Holdsinitial details of the issuebut is not used for ongoing communication.
????Reference:ServiceNow ITSM – Incident Management & Customer Communication
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