What type of record is shared when a Service Desk agent shares a "How to" item with a customer?

The shared item in this scenario is classified as a knowledge article. Knowledge articles are designed to capture and provide specific information about processes, procedures, or solutions to common problems. When a Service Desk agent shares a "How to" item, they are effectively sharing a structured form of knowledge that helps customers understand how to perform a task or resolve an issue independently.

Knowledge management is a critical aspect of IT Service Management (ITSM), and knowledge articles play an essential role in empowering users by providing them with easy access to relevant information. These articles are often stored in a centralized knowledge base, allowing both service desk agents and customers to refer to them for guidance.

The other options do not accurately describe the type of record shared in this context. Content objects are typically broader items that may refer to various types of content without the specific focus on solutions or procedures. Information items might lack the structured, instructional nature of a knowledge article. Lastly, a "How to document" is more of a colloquial term that does not necessarily align with the formal categorization used in ITSM practices. Hence, a knowledge article is the most suitable and correct classification for the shared record.