CIS-ITSM Knowledge
Your customer has built a mature knowledge base, with articles targeted to internal
audiences - which are technical. Other articles are written for end users, with simple
instructions. From the incident form, the agents would like to be able to identify which
articles are visible to the callers. What features would you use, to satisfy this
requirement? - answer Search as User
How do you describe the relationship between a Knowledge article and a Knowledge
base category? - answer Articles can only be published to one category
What are the different ways a user can provide feedback on a knowledge article?
(Choose four) - answer Comment on Article
Helpful?
Flag Article
5 star scale
When using the Knowledge - instant Retire workflow, how does the Valid to date enact
a Knowledge article? - answerOn Valid to date, article is automatically retired
A user wants to know what makes the Known Error knowledge base in ServiceNow
different from all other knowledge bases. How should you respond? - answerThe
Known Error knowledge articles use a template, which includes the Workaround and the
Cause.
A tester reports a bug, because they submitted a Known Error article from a Problem
record, but it is not visible from the Known Error database. What could cause this? -
answerThe article is in draft state, but has not been published
Which workflow is defined as: Request approval from a manager of the knowledge base
before moving the article to the retired state. The workflow is canceled and the article
remains in the published state if any manager rejects the request. - answerKnowledge -
Approval Retire
What knowledge base feature can you use to standardize the sections and fonts on a
knowledge article? - answerTemplates
When a Service Desk again shares a "How to" item with a customer, what type of
record is begin shared? - answerKnowledge article
Where should an admin go to view all of the search queries entered by users in the
knowledge search? - answerSearch logs application
Your customer has built a mature knowledge base, with articles targeted to internal
audiences - which are technical. Other articles are written for end users, with simple
instructions. From the incident form, the agents would like to be able to identify which
articles are visible to the callers. What features would you use, to satisfy this
requirement? - answer Search as User
How do you describe the relationship between a Knowledge article and a Knowledge
base category? - answer Articles can only be published to one category
What are the different ways a user can provide feedback on a knowledge article?
(Choose four) - answer Comment on Article
Helpful?
Flag Article
5 star scale
When using the Knowledge - instant Retire workflow, how does the Valid to date enact
a Knowledge article? - answerOn Valid to date, article is automatically retired
A user wants to know what makes the Known Error knowledge base in ServiceNow
different from all other knowledge bases. How should you respond? - answerThe
Known Error knowledge articles use a template, which includes the Workaround and the
Cause.
A tester reports a bug, because they submitted a Known Error article from a Problem
record, but it is not visible from the Known Error database. What could cause this? -
answerThe article is in draft state, but has not been published
Which workflow is defined as: Request approval from a manager of the knowledge base
before moving the article to the retired state. The workflow is canceled and the article
remains in the published state if any manager rejects the request. - answerKnowledge -
Approval Retire
What knowledge base feature can you use to standardize the sections and fonts on a
knowledge article? - answerTemplates
When a Service Desk again shares a "How to" item with a customer, what type of
record is begin shared? - answerKnowledge article
Where should an admin go to view all of the search queries entered by users in the
knowledge search? - answerSearch logs application
