knowledge Flashcards
Which tool allows users to reuse content by creating, editing, and publishing knowledge blocks?
Agent Workspace
Knowledge Base Search results can be sorted by which of the following?
Number of views, Relevancy, Most recent update
A knowledge article must be which of the following states to display?
Published
What process does the knowledge base manage?
Document review cycle, which includes submission, feedback from subject matter experts (SMEs), and publishing.
What item in the Knowledge Management Service Portal does display articles that have the highest percentage of users marking them helpful?
Most Useful
What is a good way to privately suggest an article revision to the knowledge manager from the Service Portal?
Flag article
A Knowledge article must be in this state to display to a user.
Published
Which setting allows the user to view knowledge articles without logging in?
ESS Role
Knowledge Base Search results can be sorted by which of the following?
Most recent update, Number of views, Relevancy
What defines conditions that are evaluated against users to determine which users can create, read, write, and retire knowledge articles?
User Criteria
What is the organizing structure used in the Knowledge base to organize articles?
Within a Knowledge Base, articles are organized into categories.
What knowledge management capability allows users to ask and answer questions among peers within a knowledge base?
Social O&A
What are the four knowledge workflows available in the ServiceNow base instance?
Approval publish: Request approval from a manager of the knowledge base before moving the article it the publish state
