Which tools are useful for an assignee to help resolve an Incident? (Choose two)

Knowledge articles are an essential tool for an assignee focused on incident resolution. They provide documented solutions, best practices, and detailed instructions that can guide the assignee through troubleshooting steps or direct them to previously resolved incidents with similar issues. This allows for quicker resolution times, as the assignee can leverage established knowledge instead of starting from scratch.

Workarounds are also instrumental in helping an assignee address an incident. When a permanent fix for an issue is not yet available, implementing a workaround allows users to continue their tasks without significant disruption. A workaround effectively provides a temporary solution, which can be critical in minimizing downtime and maintaining user satisfaction while the underlying problem is being resolved.

In contrast, tools like the CI Class Manager and the Incident Overview Dashboard may not directly aid an assignee in resolving an incident. The CI Class Manager is more focused on managing configuration items rather than directly aiding in incident resolution, while the Incident Overview Dashboard is typically used for monitoring and managing the overall incident response process instead of specific troubleshooting.