ITSM Practice Tests Part 2

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A user wants to know what makes the Known Error knowledge base in ServiceNow different from all other knowledge bases. How should you respond?

Only users with sn_known_error_write can create Known Error articles
The Known Error knowledge articles use a template, which includes the Workaround and the Cause ✓
The Known Error knowledge base documents problems that are under investigation, but not yet have a root cause
Users with sn_problem_write can create known error articles, but not articles for other knowledge bases

Check your answer

Notes

Create known error articles as reference material. The known error articles document the root cause and the workaround of the problem to help with deflecting incidents.

https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/problem-management/task/create-known-error-from-problem.html