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

Selecting only incident models ignores the role of known error records, which are specifically designed to contain resolution information derived from root cause analysis.

Selecting only known error records ignores incident models, which are structured templates that include resolution steps for frequently occurring incidents.

Incident models are predefined procedures for handling recurring or common incident types and explicitly include steps for resolution. Known error records, stored in the KEDB, document workarounds and permanent fixes discovered during problem management, which support incident resolution by giving analysts a known path to restore service quickly.

Both sources are explicitly designed to include resolution guidance, so neither can be excluded.