ServiceNow Certified Implementation Specialist – IT Service Management — Question 111

What tools are available to the assignee to help resolve an incident? (Choose two.)

Answer options

• A. Knowledge Articles
• B. Known Errors
• C. CI Class Manager
• D. Enterprise CMDB Dashboard
• E. Incident Overview Dashboard

Correct answer: A, B

Explanation

Knowledge Articles provide detailed documentation and solutions that can assist in resolving incidents, while Known Errors give insight into recognized issues and their workarounds. The other options, such as CI Class Manager, Enterprise CMDB Dashboard, and Incident Overview Dashboard, are more focused on managing configurations and incident tracking rather than directly aiding in incident resolution.