Knowledge Management Overview

Question 1

Which of the following are ways an end user can leave feedback about an article? Select 3 Answers from the below options.
A. Leave a comment on the article
B. Fill out the knowledge quality survey
C. Mark the article as helpful or not helpful
D. Give a 1-5 star rating
E. Fill out an article quality index checklist

Answer 1

A. Leave a comment on the article
C. Mark the article as helpful or not helpful
D. Give a 1-5 star rating

Question 2

What is the best way to share a knowledge article with another user?
A. Taking a screenshot
B. Copying and pasting the text
C. Sharing the keywords
D. A permalink

Answer 2

D. A permalink

Question 3

Which of the following are possible methods of populating a knowledge base with knowledge articles? Select 3 Answers from the below options.
A. Creating articles directly in the ServiceNow platform
B. Via e-mail to a defined knowledge e-mail address
C. Importing Microsoft Word files
D. Integrating with a WebDAV compliant source

Answer 3

A. Creating articles directly in the ServiceNow platform
C. Importing Microsoft Word files
D. Integrating with a WebDAV compliant source

Question 4

What item in the Knowledge Management Service Portal displays articles that have the highest percentage of users marking them helpful?
A. Most Useful
B. Featured
C. Most Helpful
D. Most Viewed

Answer 4

A. Most Useful

Question 5

Which feature allows end users to post questions and answer other user questions?
A. Social FAQ
B. Social Q&A
C. Ask ServiceNow
D. Neighborhoods

Answer 5

B. Social Q&A