CIS ITSM - Knowledge Management
What application provides a centralized location for creating, categorizing, viewing and
governing information related to the flow of work through ServiceNow?
1. Configuration management
2. Performance analytics
3. Knowledge management
4. Data separation - answer3. Knowledge management
What is mandatory to select when import Microsoft Word documents as knowledge
articles?
1. Knowledge base
2. Publish
3. Short description
4. Category - answer1. Knowledge base
How can you measure and track article views, page views, and searches performed by
unauthenticated users?
1. By retiring the articles accessed by unauthenticated users
2. By reporting on the number of published articles
3. By remove the user criteria for the knowledge articles
4. By collecting knowledge usage metrics - answer4. By collecting knowledge usage
metrics
What happens if you select Publish when creating knowledge articles manually or by
import?
1. The articles are sent for approvals
2. The articles are automatically moved to a Published state
3. The articles are sent for review
4. It triggers the publish workflow assigned to the knowledge base - answer4. It triggers
the publish workflow assigned to the knowledge base
What role can create User Criteria for knowledge bases?
1. user_criteria_admin
2. knowledge_admin
3. knowledge_manager
4. knowledge_domain_expert - answer2. knowledge_admin
, What editor is used by knowledge authors to apply predefined formats, code snippets,
table of contents, and find or replace text for a knowledge article?
1. CSS
2. HTML
3. Plain
4. Javascript - answer2. HTML
Which knowledge feedback option CANNOT be disabled at the knowledge base level?
1. All of them can be disabled
2. Rating
3. Marking as helpful
4. Commenting
5. Flagging - answer1. All of them can be disabled
Who can contribute if no User Criteria are specified for 'Can contribute' in a knowledge
base?
1. All users
2. Noone
3. Knowledge base managers
4. User criteria admins - answer3. Knowledge base managers
Each time a knowledge article is viewed, a record is added to which table?
1. Knowledge search log [ts_query_kb]
2. Knowledge feedback [kb_feedback]
3. Knowledge [kb_knowledge]
4. Knowledge use [kb_use] - answer4. Knowledge use [kb_use]
(SELECT 2) Who is automatically assigned the security roles required to manage a
knowledge base?
1. Knowledge readers
2. Knowledge contributors
3. Knowledge managers
4. Knowledge owner - answer3. Knowledge manager
4. Knowledge owner
(SELECT 2) What community posts allow you to harvest structured knowledge articles?
1. Unstructured discussions around a question
2. Accepted ideas that turned into Demands
3. Resolved issues from Virtual Agent chats
4. Completed customer surveys
What application provides a centralized location for creating, categorizing, viewing and
governing information related to the flow of work through ServiceNow?
1. Configuration management
2. Performance analytics
3. Knowledge management
4. Data separation - answer3. Knowledge management
What is mandatory to select when import Microsoft Word documents as knowledge
articles?
1. Knowledge base
2. Publish
3. Short description
4. Category - answer1. Knowledge base
How can you measure and track article views, page views, and searches performed by
unauthenticated users?
1. By retiring the articles accessed by unauthenticated users
2. By reporting on the number of published articles
3. By remove the user criteria for the knowledge articles
4. By collecting knowledge usage metrics - answer4. By collecting knowledge usage
metrics
What happens if you select Publish when creating knowledge articles manually or by
import?
1. The articles are sent for approvals
2. The articles are automatically moved to a Published state
3. The articles are sent for review
4. It triggers the publish workflow assigned to the knowledge base - answer4. It triggers
the publish workflow assigned to the knowledge base
What role can create User Criteria for knowledge bases?
1. user_criteria_admin
2. knowledge_admin
3. knowledge_manager
4. knowledge_domain_expert - answer2. knowledge_admin
, What editor is used by knowledge authors to apply predefined formats, code snippets,
table of contents, and find or replace text for a knowledge article?
1. CSS
2. HTML
3. Plain
4. Javascript - answer2. HTML
Which knowledge feedback option CANNOT be disabled at the knowledge base level?
1. All of them can be disabled
2. Rating
3. Marking as helpful
4. Commenting
5. Flagging - answer1. All of them can be disabled
Who can contribute if no User Criteria are specified for 'Can contribute' in a knowledge
base?
1. All users
2. Noone
3. Knowledge base managers
4. User criteria admins - answer3. Knowledge base managers
Each time a knowledge article is viewed, a record is added to which table?
1. Knowledge search log [ts_query_kb]
2. Knowledge feedback [kb_feedback]
3. Knowledge [kb_knowledge]
4. Knowledge use [kb_use] - answer4. Knowledge use [kb_use]
(SELECT 2) Who is automatically assigned the security roles required to manage a
knowledge base?
1. Knowledge readers
2. Knowledge contributors
3. Knowledge managers
4. Knowledge owner - answer3. Knowledge manager
4. Knowledge owner
(SELECT 2) What community posts allow you to harvest structured knowledge articles?
1. Unstructured discussions around a question
2. Accepted ideas that turned into Demands
3. Resolved issues from Virtual Agent chats
4. Completed customer surveys
