The statement is True. Cost information on cases is indeed available as part of the Performance Analytics Content Pack for Customer Service in ServiceNow
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.
However, the Performance Analytics Content Pack for Customer Service (com.snc.pa.customer_service) does not include cost information by default. To track costs, the Performance Analytics Content Pack for Financial Management (PACP-Financial Mgmt plugin) needs to be enabled and integrated.
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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