Knowledge Management Flashcards
CSAP0010 ( Category: Knowledge Management )
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CSAP0355 ( Category: Knowledge Management )
Which of the following three ways an end user can leave feedback about an article?
Leave a comment on the article
Give a 1-5 star rating
Fill out an article quality index checklist
Mark the article as helpful or not helpful
Leave a comment on the article
Give a 1-5 star rating
Mark the article as helpful or not helpful
CSAP0357 ( Category: Knowledge Management )
What item in the Knowledge Management Service Portal displays article that have the highest percentage of users marking them helpful
Featured
Most Helpful
Most Useful
Most Viewed
Most Useful
CSAP0358 ( Category: Knowledge Management )
How should you share a knowledge article with another user?
A permalink
Sharing the keywords
Taking a screenshot
Copying and pasting the text
A permalink
CSAP0359 ( Category: Knowledge Management )
Which three of the following are possible methods of populating a knowledge base with knowledge articles?
Integrating with a WebDev complaint source
Via e-mail to a defined knowledge e-mail address
Creating articles directly in the ServiceNow platform
Importing Microsoft Word files
Integrating with a WebDev complaint source
Creating articles directly in the ServiceNow platform
Importing Microsoft Word files
CSAP0463 ( Category: Knowledge Management )
What is a good way to suggest revisions to the knowledge manager?
Change Control
Email
Flagging an article
Opening an incident
Opening a case
None of the above
Flagging an article
CSAP0482 ( Category: Knowledge Management )
As it relates to Knowledge Management, KCS is an abbreviation for:
Knowledge Centered Service
Knowledge Content per Second
Knowledge Content Support
Knowledge Category Subcategory
Knowledge Centered Service
CSAP0508 ( Category: Knowledge Management )
What are the three ways a user can leave feedback about an article?
Leave a comment
Give a star rating
Mark as helpful or not
Fill out a survey
Leave a comment
Give a star rating
Mark as helpful or not
CSAP0515 ( Category: Knowledge Management )
Where do you click to import Microsoft Word documents directly into a KB?
Import Articles
MSW Import
Upload
Insert and Publish
Import Word
Import Articles
CSAP0516 ( Category: Knowledge Management )
What is the field that indicates the unique identifier of a knowledge article?
Valid To
Workflow
Number
Article Type
Number
CSAP0539 ( Category: Knowledge Management )
What are the two Knowledge Base article types?
HTML
Wiki
CSS
JavaScript
HTML
Wiki
CSAP0553 ( Category: Knowledge Management )
Within ServiceNow, KB is an abbreviation for what?
Keyword Block
Kubernetes Broker
Knowledge Base
Kanban Board
Knowledge Base
CSAP0554 ( Category: Knowledge Management )
What is a record in a knowledge base that provides information to consumers?
Listicle
Service Catalog
Knowledge Article
Consumer Report
Knowledge Article
CSAP0590 ( Category: Knowledge Management )
What is the best way to share a knowledge article with another user?
Sharing the keywords
Taking a screenshot
Copying and pasting the text
A Permalink
A Permalink
CSAP0622 ( Category: Knowledge Management )
Name the first three Knowledge Article workflows?
Draft
Review
Published
Revision
Draft
Review
Published
CSAP0633 ( Category: Knowledge Management )
What is a button that triggers a search for similar knowledge articles already existing?
Search for Duplicates
Compare
Digital Twin
Find Similar
Search for Duplicates
CSAP0654 ( Category: Knowledge Management )
What are reusable pieces of content you can add to Knowledge Articles?
Data Chunk
Blockscript
Databrick
Knowledge Blocks
Knowledge Blocks
CSAP0685 ( Category: Knowledge Management )
What are the articles with the highest percentage of users marking them helpful called?
Featured
Most Helpful
Most Viewed
Most Useful
Most Useful
CSAP0825 ( Category: Knowledge Management )
Knowledge article authors can apply predefined formats, code snippets, table of contents, find/replace text when authoring a Knowledge article using this editor this editor?
Java
HTML
Python
MYSQL
JavaScript
CSS
HTML
CSAP0912 ( Category: Knowledge Management )
Name a state where a knowledge article is visible to all users?
Registered
Published
Certified
Draft
Published
CSAP0916 ( Category: Knowledge Management )
What item/widget in the Knowledge Management Service Portal displays articles that have the highest percentage of users marking them as helpful?
Most Helpful
Featured
Most Useful
Most Viewed
Most Useful
CSAP1017 ( Category: Knowledge Management )
What are three ways of populating Knowledge Articles in the Now Platform?
Emails
Integrated with a third-party WebDav compatible source
Importing Word Documents
Importing Excel Sheets
Creating Manually
Integrated with a third-party WebDav compatible source
Importing Word Documents
Creating Manually
CSAP1415 ( Category: Knowledge Management )
After this date the KA will no longer appear in Knowledge Searches or the published KB.
Retire date
Valid to
Stop publishing
End publishing
Valid to
CSAP1419 ( Category: Knowledge Management )
Which button triggers a search in ServiceNow to determine if there are any similar Knowledge Articles already existing in the platform?
Find Clones
Search for Duplicates
Search for Matches
Find Corresponding
Search for Duplicates
CSAP1435 ( Category: Knowledge Management )
Which feature allows end users to post questions and answer other user’s questions?
Social Q&A
Social FAQ
Ask ServiceNow
Neighborhoods
Social Q&A
