Cost information on cases is included in the Performance Analytics Content Pack for Customer Service to help organizations analyze and track case-related costs. This data can be used for making strategic decisions and optimizing operations.
I really hate how confusing this question is but I think A is correct. Under the Customer Service Executive dashboard there is a Cost Information tab which allows you to see Total Cost per Case as well as the Cost per Case under different indicators (channel, product, & account). This feature is ONLY available through the "Performance Analytics - Content Pack - Financial Management for Customer Service". The question doesn't specify which PACP makes it possible but I think that is intentional to test knowledge.
The only way I can see it being false is if "Performance Analytics Content Pack for Customer Service" were a real thing, but it's not. SN doesn't offer a generalized content pack. They're all specialized to match the specific needs of the customer.
Source: https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/csm-executive-dashboard.html
**CORRECTION** This false. Performance Analytics - Content Pack - Customer Service (com.snc.pa.customer_service) is in the tracking and analysis section of the CSM fundamentals course. It does NOT include cost information unless the PACP-Financial Mgmt plugin (as mentioned above) is also added.
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