Page 304 Part B Need to add a step to make sure the user goes back to the Administrator role or they won't be able to find Crissy when they try to Impersonate her.

Page 198, the step for viewing the publication link is unclear. The text implies Publication is a top level item viewable on the portal, however what you have to do is click on 'Support' and then you see 'Publications'. The screenshot on the page is ...

Here is the docs page I was referencing. Use the Customer Service case timeline with other applications

Good morning.Adam Nayer from Deloitte, Toronto (Canada). I've been a functional process lead and currently a PM leading an implementation.I've been focused on ITSM process development, improvement, and SNOW implementations for the last few years.