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CSA > Knowledge Management > Flashcards

Knowledge Management Flashcards

1
Q

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

A

Knowledge > Articles > All Flagged

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2
Q

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

A

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

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3
Q

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

A

Most Useful

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4
Q

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

A

A permalink

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5
Q

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

A

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

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6
Q

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

A

Flagging an article

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7
Q

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

A

Knowledge Centered Service

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8
Q

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

A

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

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9
Q

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

A

Import Articles

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10
Q

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

Valid To
Workflow
Number
Article Type

A

Number

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11
Q

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

HTML
Wiki
CSS
JavaScript

A

HTML
Wiki

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12
Q

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

Keyword Block
Kubernetes Broker
Knowledge Base
Kanban Board

A

Knowledge Base

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13
Q

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

Listicle
Service Catalog
Knowledge Article
Consumer Report

A

Knowledge Article

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14
Q

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

A

A Permalink

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15
Q

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

Draft
Review
Published
Revision

A

Draft
Review
Published

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16
Q

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

A

Search for Duplicates

17
Q

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

Data Chunk
Blockscript
Databrick
Knowledge Blocks

A

Knowledge Blocks

18
Q

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

A

Most Useful

19
Q

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

A

HTML

20
Q

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

Registered
Published
Certified
Draft

A

Published

21
Q

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

A

Most Useful

22
Q

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

A

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

23
Q

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

A

Valid to

24
Q

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

A

Search for Duplicates

25
Q

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

A

Social Q&A

CSA (14 decks)

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