Information about a customer’s service contract is found in Knowledge.
Correct Answer: A
Explanation:
Information about a customer’s service contract is not stored in Knowledge. In ServiceNow Customer Service Management, service contract details are typically stored in Contract or Entitlement records, which define what services a customer is eligible for. The Knowledge Base is used for articles, solutions, and troubleshooting information, not contractual or entitlement data.
Question 2
Agents and managers cannot create knowledge articles from Community questions.
Correct Answer: B
Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with. Reference: https://docs.servicenow.com/bundle/orlando-servicenowplatform/ page/product/knowledgemanagement/task/create-knowledge-article.html
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