ServiceNow Certified Implementation Specialist – Customer Service Management — Question 169

Entitlements are counted using two types of units:

Answer options

• A. SLAs and contracts
• B. Days and assets
• C. Cases and products
• D. Hours and cases

Correct answer: D

Explanation

The correct answer is D because entitlements in many systems are often tracked by the number of hours allocated for support and the number of cases created. The other options do not represent the typical units used to quantify entitlements in the context of support services.