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CIS-ITSM · Question #21

Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article?

The correct answer is A. Content Item. A Content Item is the correct Service Catalog record type for a navigational link that redirects users to an external URL or knowledge article without generating a fulfillment request.

Service Catalog and Request Management

Question

Which record type would you use for a View Company Policies link that would redirect to a Knowledge Article?

Options

  • AContent Item
  • BRecord Producer
  • CKnowledge Item
  • DOrder Guide
  • ECatalog Item

How the community answered

(47 responses)
  • A
    94% (44)
  • B
    2% (1)
  • D
    4% (2)

Why each option

A Content Item is the correct Service Catalog record type for a navigational link that redirects users to an external URL or knowledge article without generating a fulfillment request.

AContent ItemCorrect

A Content Item in the ServiceNow Service Catalog is specifically designed to present informational or navigational content such as a redirect link to a knowledge article, without triggering any approval or fulfillment workflow, making it the appropriate choice for a 'View Company Policies' link.

BRecord Producer

A Record Producer creates a new record in a specified table upon submission and is not designed to function as a redirect or informational link.

CKnowledge Item

Knowledge Item is not a standard Service Catalog record type used to create links or navigational entries in the catalog.

DOrder Guide

An Order Guide bundles multiple catalog items into a combined ordering experience and is not intended to serve as a redirect link.

ECatalog Item

A Catalog Item is used to request goods or services and initiates a fulfillment workflow, making it unsuitable for a simple redirect to a knowledge article.

Concept tested: Content Item catalog record type for informational redirect links

Source: https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/service-catalog-management/concept/c_ContentItems.html

Topics

#Service Catalog#Content Item#Knowledge Integration#Catalog Item types

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