ServiceNow Certified Implementation Specialist – IT Service Management — Question 54

A tester reports a bug, because they submitted a Known Error article from a Problem record, but it is not visible from the Known Error database. What could cause this?

Answer options

• A. The article is in draft state, but has not been published
• B. The Problem Management Best Practice - Madrid - Knowledge Integration plugin has not been activated
• C. The user criteria on the knowledge base is incorrect
• D. The tester is not impersonating an itil user

Correct answer: A

Explanation

The correct answer is A because if the article is still in draft mode, it will not be visible in the Known Error database until it is published. Options B, C, and D do not directly relate to the visibility of a draft article, as they pertain to plugin activation, user criteria, and impersonation of users, respectively.