Knowledge Management Flashcards
What are the ways to access Knowledge in the ServiceNow system?
UI
Knowledge Management service portal
What are the definitions for Featured, Most Useful and Most Viewed articles?
Features: the ones selected by the the system administrator or KN manager for special attention
Most useful: ranked those according to the percentage of users that marked them as helpful
Most Viewed: shows the latest viewing trends.
By what features you can filter a KB?
Knowledge Base
Category
Author
Rating
Last modified
View count
What listed articles show before clicked?
The title, category, KB and category, a short preview of the article, author, views, last update and rating.
How can you suggestion revisions on an article?
By flagging the article. The suggestions are not displayed to other users like comments are.
This feature might not be visible depending on your permissions to that KB
Ways to help articles to be improved
Marking of the it was helpful or not
Rate it
Writing a comments
What is the meaning of the ballon containing a question mark, besides you question?
It means that nobody answered it yet
On the knowledge form, what if the Valid to field for?
That after the data inserted, that article will no longer appear on knowledge searches or in the published knowledge base.
What are the 4 ways to create Knowledge Articles from?
Templates
Cases or Incidents
Importing (docx)
Integration: from existing WebDAV ( Web Distributed Authoring and Versioning)
What do you need to create articles?
To be a contributing author (have the right permissions) to that Knowledge Base
Which feature allows end users to post questions and answer other user questions?
Social Q&A
What is the best way to share a knowledge article with another user?
A permalink
Only users with knowledge privileges can read Knowledge base? (T/F)
True
