Knowledge Management (5%)

Question 1

How can you measure and track article views, page views and searches performed by unauthenticated users?

Answer 1

By collecting knowledge usage metrics

Question 2

What is mandatory to select when importing Word documents as knowledge articles?

Answer 2

Knowledge Base

Question 3

What happens if you select Publish when creating knowledge articles manually or by import?

Answer 3

It triggers the publish workflow assigned to the knowledge base

Question 4

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.

Answer 4

HTML editor

Question 5

What role can create User Criteria for Knowledge Bases?

Answer 5

user_criteria_admin

Question 6

Which application provides a centralized location for creating, categorizing, viewing and governing information related to the flow of work?

Answer 6

Knowledge Management

Question 7

What sorting options are available when searching for a knowledge article on the knowledge portal?

Answer 7

Views
Newest
Relevancy
Alphabetical

Question 8

What item in the Knowledge Management Service Portal displays articles with highest percentage of users, marking them helpful?

Answer 8

Most Useful

Question 9

Which feature enables you to maintain a unified content categorization across different content types, like catalog items, knowledge articles, and community posts?

Answer 9

Taxonomy

Question 10

Knowledge workflows facilitate the publishing and retirement processes and are set at the _____ level

Answer 10

kb_knowledge_base

Question 11

To add knowledge article URLs to your sitemap to improve content indexing, what do you configure for the Knowledge Portal?

Answer 11

Sitemap Generator Record

Question 12

What are 3 benefits of the advanced commenting feature in Knowledge Management Service Portal?

Answer 12

• Add inline images within a comment
• Nested Comments
• Adding attachments

Question 13

How can you quickly reference the most frequently used articles in Service Portal?

Answer 13

By marking them as favorites

Question 14

3 ways to populate knowledge base with knowledge articles

Answer 14

• Integrate with WebDAV source
• Create articles directly
• Import Word files

Question 15

What can ITIL users leverage to create a knowledge article from a resolved incident?

Answer 15

• KCS Article Template
• Knowledge check box on the incident form

Question 16

Table used to track articles that have been ‘attached’ to incidents and when articles have been viewed

Answer 16

kb_use

Question 17

3 different ways that ITIL processes interact with Knowledge management

Answer 17

• provides access to knowledge articles via service catalog
• provides workaround info to resolve incidents related to problems and known errors
• provides troubleshooting info to resolve incidents

Question 18

3 different ways an end-user can leave feedback about an article

Answer 18

• Leave a comment on the article
• Mark article as helpful or not helpful
• Give a 1-5 star rating

Question 19

How do you define the URL structure of the Knowledge Portal pages to improve the search experience?

Answer 19

Use human readable URLs capability to make it more reader friendly by the user

Question 20

The business logic to retire articles is set in the __________ script include.

Answer 20

KBWorkflowSNC Script Include

Question 21

Where is the business logic to determine approvers?

Answer 21

KBWorkflowSNC script include

Question 22

What feature would you use to let agents identify articles visible to callers?

Answer 22

Search as User

Question 23

How do you describe the relationship between a knowledge article and a knowledge base category?

Answer 23

Articles can only be published to one category

Question 24

With Knowledge - Instant Retire workflow, how does the valid date enact a knowledge article?

Answer 24

On valid to date, article is automatically retired

Question 25

If a tester submits a Known Error article from a Problem Record, but it is not visible from the Known Error database, what could cause this?

Answer 25

Article is in draft state, but has not been published

Question 26

3 Best Practices for customers use of Notifications.

Answer 26

• Make sure Notification requirements and test plans are in the project scope from start
• Use templates to ensure consistency and ease of configuration
• Get input from Marketing for format of customer/caller notifications.

Question 27

What 2 options can a survey admin define on an individual survey?

Answer 27

• Anonymize responses
• Trigger Conditions

Question 28

At which level can the type of knowledge feedback be enabled or disabled?

Answer 28

Knowledge Base

Question 29

Which record type would you use for a View Company Policies link that would redirect to a Knowlege Article?

Answer 29

Content Item

Question 30

When a Service Desk agent shares a ‘How to’ item with a customer, what type of record is being shared?

Answer 30

Knowledge Article

Question 31

What knowledge base feature can you use to standardize the sections and fonts on a knowledge article?

Answer 31

Templates

Question 32

What does Known Error Knowledge articles include?

Answer 32

They use a template that includes the Workaround and the Cause

Question 33

4 ways a user can provide feedback on a knowledge article.

Answer 33

• Comment
• Helpful?
• Flag it
• 5 Star Scale

Question 34

Where should an admin go to view all search queries entered by users in the knowledge search?

Answer 34

Search logs application