ServiceNow Certified Implementation Specialist – Customer Service Management — Question 258

What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

Answer options

• A. Reduces call volume
• B. Makes it easier for Agents to manage case volume
• C. Allows access to Knowledge Articles that are related to products owned by a customer
• D. Information about customer’s service contract
• E. Focused product marketing

Correct answer: A, B, C

Explanation

The correct answers A, B, and C highlight the efficiencies gained in support operations through reduced call volume, better case management for agents, and access to relevant Knowledge Articles. Options D and E do not directly relate to the operational benefits of Knowledge Product Entitlement, focusing instead on service contract details and marketing strategies.