ServiceNow Certified Implementation Specialist – IT Service Management — Question 82

Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

Answer options

• A. Too many options may confuse users and increase mis-categorization
• B. Choices have no additional metadata to drive process
• C. It is difficult to implement
• D. It is not part of the baseline instance

Correct answer: A, B

Explanation

The correct answers A and B highlight that having too many choices can overwhelm users, leading to mis-categorization, and that without additional metadata, the choices do not enhance the process. Options C and D are incorrect as they do not address the specific issues related to user experience and process efficiency.