Which tools assist assignees in resolving incidents? (Choose two)

Knowledge articles play a vital role in assisting assignees in resolving incidents. These articles are created to provide detailed information about known issues and their solutions, troubleshooting steps, or instructions relevant to specific incidents. When an assignee encounters an incident, they can refer to knowledge articles to find previous resolutions or steps that can help in addressing the current issue effectively. This resource not only saves time but also promotes consistency in how incidents are resolved, as it offers a standardized approach based on documented best practices.

Selecting known errors as a second tool also makes sense. Known errors are identified problems for which a workaround or resolution has been documented. These can be particularly helpful for assignees when dealing with recurrent issues, as they can quickly refer to the known error records to find solutions that have been validated and tested, streamlining the incident resolution process.

Tools like the CI Class Manager and the Enterprise CMDB Dashboard, while useful in their own right for managing configuration items and overseeing the configuration management database, do not directly assist assignees in the incident resolution process. Instead, these tools focus more on visualizing data and managing the overall configuration landscape rather than providing immediate actionable information for incident handling.