Knowledge Management

Question 1

CSAP0010 ( Category: Knowledge Management )
Navigate here to review flagged articles

Answer 1

Knowledge > Articles > All Flagged

Question 2

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

Answer 2

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

Question 3

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

Answer 3

Most Useful

Question 4

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

Answer 4

A permalink

Question 5

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

Answer 5

Integrating with a WebDev complaint source
Creating articles directly in the ServiceNow platform
Importing Microsoft Word files

Question 6

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

Answer 6

Flagging an article

Question 7

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

Answer 7

Knowledge Centered Service

Question 8

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

Answer 8

Leave a comment
Give a star rating
Mark as helpful or not

Question 9

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

Answer 9

Import Articles

Question 10

CSAP0516 ( Category: Knowledge Management )
What is the field that indicates the unique identifier of a knowledge article?

Valid To
Workflow
Number
Article Type

Answer 10

Number

Question 11

CSAP0539 ( Category: Knowledge Management )
What are the two Knowledge Base article types?

HTML
Wiki
CSS
JavaScript

Answer 11

HTML
Wiki

Question 12

CSAP0553 ( Category: Knowledge Management )
Within ServiceNow, KB is an abbreviation for what?

Keyword Block
Kubernetes Broker
Knowledge Base
Kanban Board

Answer 12

Knowledge Base

Question 13

CSAP0554 ( Category: Knowledge Management )
What is a record in a knowledge base that provides information to consumers?

Listicle
Service Catalog
Knowledge Article
Consumer Report

Answer 13

Knowledge Article

Question 14

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

Answer 14

A Permalink

Question 15

CSAP0622 ( Category: Knowledge Management )
Name the first three Knowledge Article workflows?

Draft
Review
Published
Revision

Answer 15

Draft
Review
Published

Question 16

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

Answer 16

Search for Duplicates

Question 17

CSAP0654 ( Category: Knowledge Management )
What are reusable pieces of content you can add to Knowledge Articles?

Data Chunk
Blockscript
Databrick
Knowledge Blocks

Answer 17

Knowledge Blocks

Question 18

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

Answer 18

Most Useful

Question 19

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

Answer 19

HTML

Question 20

CSAP0912 ( Category: Knowledge Management )
Name a state where a knowledge article is visible to all users?

Registered
Published
Certified
Draft

Answer 20

Published

Question 21

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

Answer 21

Most Useful

Question 22

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

Answer 22

Integrated with a third-party WebDav compatible source
Importing Word Documents
Creating Manually

Question 23

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

Answer 23

Valid to

Question 24

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

Answer 24

Search for Duplicates

Question 25

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

Answer 25

Social Q&A