Knowledge Management (5%) Flashcards
How can you measure and track article views, page views and searches performed by unauthenticated users?
By collecting knowledge usage metrics
What is mandatory to select when importing Word documents as knowledge articles?
Knowledge Base
What happens if you select Publish when creating knowledge articles manually or by import?
It triggers the publish workflow assigned to the knowledge base
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.
HTML editor
What role can create User Criteria for Knowledge Bases?
user_criteria_admin
Which application provides a centralized location for creating, categorizing, viewing and governing information related to the flow of work?
Knowledge Management
What sorting options are available when searching for a knowledge article on the knowledge portal?
Views
Newest
Relevancy
Alphabetical
What item in the Knowledge Management Service Portal displays articles with highest percentage of users, marking them helpful?
Most Useful
Which feature enables you to maintain a unified content categorization across different content types, like catalog items, knowledge articles, and community posts?
Taxonomy
Knowledge workflows facilitate the publishing and retirement processes and are set at the _____ level
kb_knowledge_base
To add knowledge article URLs to your sitemap to improve content indexing, what do you configure for the Knowledge Portal?
Sitemap Generator Record
What are 3 benefits of the advanced commenting feature in Knowledge Management Service Portal?
- Add inline images within a comment
- Nested Comments
- Adding attachments
How can you quickly reference the most frequently used articles in Service Portal?
By marking them as favorites
3 ways to populate knowledge base with knowledge articles
- Integrate with WebDAV source
- Create articles directly
- Import Word files
What can ITIL users leverage to create a knowledge article from a resolved incident?
- KCS Article Template
- Knowledge check box on the incident form
Table used to track articles that have been ‘attached’ to incidents and when articles have been viewed
kb_use
3 different ways that ITIL processes interact with Knowledge management
- 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
3 different ways an end-user can leave feedback about an article
- Leave a comment on the article
- Mark article as helpful or not helpful
- Give a 1-5 star rating
How do you define the URL structure of the Knowledge Portal pages to improve the search experience?
Use human readable URLs capability to make it more reader friendly by the user
The business logic to retire articles is set in the __________ script include.
KBWorkflowSNC Script Include
Where is the business logic to determine approvers?
KBWorkflowSNC script include
What feature would you use to let agents identify articles visible to callers?
Search as User
How do you describe the relationship between a knowledge article and a knowledge base category?
Articles can only be published to one category
With Knowledge - Instant Retire workflow, how does the valid date enact a knowledge article?
On valid to date, article is automatically retired
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?
Article is in draft state, but has not been published
3 Best Practices for customers use of Notifications.
- 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.
What 2 options can a survey admin define on an individual survey?
- Anonymize responses
- Trigger Conditions
At which level can the type of knowledge feedback be enabled or disabled?
Knowledge Base
Which record type would you use for a View Company Policies link that would redirect to a Knowlege Article?
Content Item
When a Service Desk agent shares a ‘How to’ item with a customer, what type of record is being shared?
Knowledge Article
What knowledge base feature can you use to standardize the sections and fonts on a knowledge article?
Templates
What does Known Error Knowledge articles include?
They use a template that includes the Workaround and the Cause
4 ways a user can provide feedback on a knowledge article.
- Comment
- Helpful?
- Flag it
- 5 Star Scale
Where should an admin go to view all search queries entered by users in the knowledge search?
Search logs application
