ServiceNow Certified Implementation Specialist – IT Service Management — Question 122

A tester has submitted a bug report, because at no point in the Problem lifecycle, does the Create Known Error article link appear under Related Links. Also, they notice there is no Known Error knowledge base in the instance.

What might be the cause of this?

Answer options

• A. The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated
• B. The customer did not pay the bill for Knowledge management
• C. Tester is not impersonating Problem Coordinator
• D. The sn_known_error_write role is required to see the Create Known Error article link
• E. The requirement was not in the stories

Correct answer: A

Explanation

The correct answer is A because the Problem Management Best Practice - Madrid - Knowledge Integration plugin needs to be activated to display the Create Known Error article link and to have a Known Error knowledge base. Options B and E are irrelevant to the functionality in question, while C and D pertain to user permissions but do not address the missing plugin issue.