In ServiceNow,Tagsare used tocategorize, flag, and quickly locate recordswithin the system. Tags help users organize records for easy retrieval and filtering.
User-created or system-defined tagsallow for custom categorization of records.
Tags can beapplied to any record, such asincidents, changes, knowledge articles, or tasks.
Users canfilter records based on tagsfor quick access.
Tags arepersonal(for individual users) orglobal(shared across users).
Incident Management:
A user can tag"High Priority"incidents for quick reference.
Knowledge Base Articles:
Articles related topassword resetcan be tagged as"Password Issues"for easier searchability.
Service Catalog Requests:
Users can tag frequently used catalog items as"Common Requests".
Key Features of Tags in ServiceNow:Example Use Cases of Tags:
Tags categorize and organize records, making them easy to find.
They act ascustom labelsthat help users filter and retrieve records efficiently.
They arebuilt-in featuresin ServiceNow and can be managed from theTag Management module.
Why "C. Tags" is the Correct Answer?
A. Search – Incorrect
TheSearch functionhelps users find records but does not categorize or flag them.
B. Favorites – Incorrect
Favoritesallow users tobookmark frequently accessed modules and reports, but they do not categorize records.
D. Bookmarks – Incorrect
Bookmarksare not a native ServiceNow feature for categorizing records;Favoritesserve this function instead.
Explanation of Incorrect Options:
ServiceNow Docs: Using Tags to Organize Records
ServiceNow CSA Study Guide – Navigating and Searching in ServiceNow
ServiceNow Product Documentation: Managing and Filtering Tagged Records
References from Certified System Administrator (CSA) Documentation:
Submit