Which of the following can include steps that will help to resolve an incident? 1. Incident model 2. Known error record

This is incorrect because known error records also contain workaround and resolution information specifically intended to assist incident resolution.

This is incorrect because incident models also contain procedural resolution steps for categories of incidents that have been handled before.

An incident model provides predefined, tested procedural steps for handling recurring incident types, including resolution actions. A known error record, produced by Problem Management, documents the root cause and known workarounds or fixes that can be applied to resolve related incidents. Both are explicitly intended to contain guidance that supports incident resolution.

This is incorrect because both documents are purposefully structured to include resolution guidance and workarounds for use during incident handling.