ServiceNow Certified Implementation Specialist – IT Service Management — Question 135

When a Service Desk again shares a "How to" item with a customer, what type of record is being shared?

Answer options

• A. Knowledge article
• B. Content object
• C. Information item
• D. How to document

Correct answer: A

Explanation

The correct answer is A, Knowledge article, as this type of record is specifically designed to provide instructions or guidance to users. The other options do not accurately represent the formal documentation style used for sharing procedural information.