ServiceNow Certified System Administration Practice

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How can Knowledge Base (KB) be populated in ServiceNow?

From workflows only
Manual input only
From existing incidents only
From record producers, items, and workflows

The correct answer is: From record producers, items, and workflows

The Knowledge Base (KB) in ServiceNow can be populated in several ways, which is why the correct response includes multiple sources. Specifically, it allows for the inclusion of articles or knowledge entries through record producers, catalog items, and workflows. Record producers enable users to create records in the KB, providing a user-friendly way for non-technical staff to contribute knowledge articles. Catalog items can also be structured to allow the entry of knowledge pieces into the KB, thus facilitating the creation of articles directly from service requests. Workflows can assist in automating the process of knowledge article creation, ensuring that the right information is captured at the right time. This multifaceted approach to populating the Knowledge Base ensures that relevant knowledge is gathered from various operational areas within an organization, thus enhancing the availability and quality of information for users accessing the KB. The diversity of input methods promotes a robust knowledge repository that can evolve and adapt based on different inputs and organizational needs.