ServiceNow Certified Implementation Specialist – Customer Service Management — Question 70
An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used? (Choose two.)
Answer options
- A. Contact
- B. Configuration Item
- C. Business Service
- D. Install base item
- E. Sold product
Correct answer: D, E
Explanation
The correct answers, D (Install base item) and E (Sold product), are additional fields that can enhance entitlement definitions in Proactive Customer Service Operations. The other options, while relevant, do not provide the same level of specificity required for entitlements in this context.