Knowledge/Publications

Question 1

How can you deliver content related to products, services or issues to a targeted list of customers or employees in SN?

Answer 1

Via Targeted Communications (Publications)

Question 2

Where can a Publication be viewed? (3)

Answer 2

• Customer Self-Service Portal
• Consumer Service Portal
• Email notifications

Question 3

How are new recipients added to a published Publications?

Answer 3

Added via recipients lists, can be done via

File upload (import)

Dynamic Conditions
- condition builder
- script

Question 4

How are the recipient lists for Publications refreshed?

Answer 4

By system admin via scheduled job ‘Targeted Communications Refresh recipient list’

Question 5

What is the case of KB that are created via integrating a ServiceNow Knowledge base with external content?

Answer 5

1. Only applications that allow WebDAV connections can be integrated
2. For each file in the external content source, a blank knowledge article is created and the external file is added as an attachment to the article
3. The short description of the article is derived from the file name of the external content source

Question 6

What should be used to be able to restrict KBs based on the customers products?

Answer 6

Knowledge Product Entitlements

Question 7

What are some benefits that Knowledge Product Entitlement application provide?

Answer 7

• Allows access to Knowledge Articles that are related to products owned by a customer
• Makes it easier for Agents to manage case volume
• Reduces call volume

Question 8

What does the Agent Whisper function do?

Answer 8

Lets agents and chat supervisors have a conversation without the requester knowing

Question 9

Which Knowledge records can be configured with User Criteria?

Answer 9

Knowledge Base and Article

Question 10

As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?

Answer 10

Use Related Links on the case form to report a knowledge gap

Question 11

When implementing Knowledge Product Entitlements, what is enabled when activating the ’Enable access control of Knowledge Articles based on product entitlements’ system property?

Answer 11

Customers can access all of the knowledge articles related to the products for which they have entitlements

Question 12

When creating a knowledge article from a case with the KCS (Knowledge-Centered Services), what creates the mapping between the case and the knowledge article tables?

Answer 12

The ‘CSM Table Map’ (csm_table_map) table

Question 13

Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case, whenever a case is created?

Answer 13

Auto-Responder

Question 14

To which recipients can targeted communications (publications) be sent?

Answer 14

• Internal Users
• Contacts
• Accounts
• Consumers

Question 15

Contextual Search framework is used for providing Knowledge search results where?

Answer 15

• Task record Form
• Record Producer
• Email notifications (auto responder)