B is incorrect because built-in tools are used for many customizations and Option D describes the need for a customization ("business demands for custom functionality that is not offered out-of-the-box"), but it doesn't explicitly state that a customization has been implemented. I hate such questions!
Explanation: kinda messy to explain read the ServiceNow Configuration vs Customization would indication D. the best fit as any changes to functionaliyt that is not offered out of box is considered a "customization"
source: https://www.servicenow.com/community/developer-articles/servicenow-configuration-vs-customization/ta-p/2415251
Option D describes the need for a customization ("business demands for custom functionality that is not offered out-of-the-box"), but it doesn't explicitly state that a customization has been implemented.
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