CSA Question #161: Real Exam Question with Answer & Explanation

Question

You are asked to create an option in the Service Catalog, which will allow a user to click Get Help and describe the issue they are having. These forms should create incident records, which are automatically routed to the Service Desk. Which method would you use?

Options

• ACreate Record Producer
• BCreate Catalog Item
• CCreate Order Guide
• DCreate Content Item

Explanation

This question asks for the ServiceNow Service Catalog method to enable users to submit issues that generate new incident records.

Common mistakes.

• A. While a Record Producer is the specific type of Catalog Item for creating records, 'Create Catalog Item' is the broader method that encompasses selecting a Record Producer as the item type.
• C. An Order Guide is used to order multiple catalog items or record producers simultaneously, not to create a single incident form.
• D. A Content Item is used to display informational content, such as a link to an external page or a knowledge article, not to create a record from user input.

Concept tested. Service Catalog item types and their uses

Reference. https://docs.servicenow.com/bundle/utah-service-management/page/product/service-catalog-management/concept/c_ServiceCatalogRecordProducers.html

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