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Question 65/87
Your customer has built a mature knowledge base, with articles targeted to internal audiences, which are technical. Other articles are written for end users, with simple instructions. From the Incident form, the agents would like to be able to identify which articles are visible to the callers. What feature would you use, to satisfy this requirement?
Correct Answer: B
To satisfy the requirement of identifying which knowledge base articles are visible to the callers from the Incident form, the feature 'Show User Viewable' would be used. This feature allows agents to see which articles can be viewed by the user associated with the incident. It helps in distinguishing between articles that are meant for internal audiences (technical) and those written for end users with simpler instructions. When an agent is on the Incident form, they can use this feature to filter and display only the articles that the caller can view, ensuring that the agent is aware of the information available to the caller and can guide them accordingly.
References: The answer is verified based on the ServiceNow IT Service Management documentation and resources that discuss knowledge management features and best practices123.
References: The answer is verified based on the ServiceNow IT Service Management documentation and resources that discuss knowledge management features and best practices123.
- Question List (87q)
- Question 1: When you create a problem from an incident. Impact, urgency ...
- Question 2: When configuring stages in Flow Designer, what are some of t...
- Question 3: The key stakeholder for your ITSM implementation wants to ha...
- Question 4: In release management what controls the movement of the stat...
- Question 5: Users with which role can Communicate a workaround or fix? (...
- Question 6: Which baseline Change Flow automatically generates a Change ...
- Question 7: What tools are available to the assignee to help resolve an ...
- Question 8: Which catalog properly allows users to save partially-comple...
- Question 9: Incident management includes limited functionality for what ...
- Question 10: Given the class structure shown below which types of CIs wil...
- Question 11: Where can a change manager define the interval frequency for...
- Question 12: Which should be used to explore the entire hierarchy and tab...
- Question 13: Which property on an order guide will pass variables from on...
- Question 14: Where can a change manager define the conditions that must b...
- Question 15: Which Service Portfolio Management phase does a service belo...
- Question 16: Which organizational role is responsible for the the overall...
- Question 17: When migrating a legacy Service Catalog to a new ServiceNow ...
- Question 18: Your customer would like to add a field to the Something is ...
- Question 19: Which platform role can create service portfolios and taxono...
- Question 20: Inside a change flow, you can automate a task with a sequenc...
- Question 21: Your customer is using the baseline Create Incident Catalog ...
- Question 22: Your customer is using the baseline Create Incident Catalog ...
- Question 23: Your customer wants incidents to close automatically 7 days ...
- Question 24: What are key relationships between Change and Release Manage...
- Question 25: From a data model perspective which Table is the base class ...
- Question 26: What is an example of a good use case for an Order Guide?...
- Question 27: Which role would give you access to the CI Class Manager?...
- Question 28: What is the trigger for the Change - Normal - Assess Flow?...
- Question 29: Your implementation team has a new Business Analyst. They wi...
- Question 30: The Major Incident Management (MIM) application is linked to...
- Question 31: Incidents are stored in what table?...
- Question 32: Which of the following elements are automatically included i...
- Question 33: Your customer wants to know why users with the problem_coord...
- Question 34: In the baseline implementation, what are key relationships b...
- Question 35: What is the minimum number of offering(s) a service must hav...
- Question 36: In the life of a Problem record there are opportunities to c...
- Question 37: Which record type would you use for an Ask a Question form t...
- Question 38: By default, a business rule causes the Assignment group to b...
- Question 39: What would you use to define a common grouping of configurat...
- Question 40: Where can a change manager define the interval frequency for...
- Question 41: A Problem record has been analyzed, and a permanent fix is i...
- Question 42: Your customer wants to use Incident Tasks on Incident Record...
- Question 43: What optional Incident table is extended from the Task table...
- Question 44: In a ServiceNow Change Model, when configuring a transition ...
- Question 45: Your customer wants a catalog to contain two items: 1. A req...
- Question 46: Problem management provides what benefits for Incident manag...
- Question 47: Your customer wants to limit the users who ate able to see i...
- Question 48: Which of the following can leverage user criteria for contro...
- Question 49: Your Problem Manager has a structured problem management pro...
- Question 50: Which Change request fields are used in conflict detection? ...
- Question 51: Unless there are particular security requirements, what role...
- Question 52: Which field on the Incident table is used to track the numbe...
- Question 53: Your customer wants to add a notification to the Change - Em...
- Question 54: Which of the following options can a survey administrator de...
- Question 55: Which type of catalog item may be found in a Service Catalog...
- Question 56: After publishing an item via Catalog Builder, the associated...
- Question 57: On the 'Create New" change landing page in Service Operation...
- Question 58: Which level are service commitments associated in the servic...
- Question 59: You have just released a new Change Model to the testers. Te...
- Question 60: What actions can a user with the itil_admin role take in sup...
- Question 61: What is an example of a Key Performance Indicator for Change...
- Question 62: What should you use to capture data in a grid layout on a ca...
- Question 63: What defines which catalog Items, and in what order, are inc...
- Question 64: How is granular read and write access for a specific change ...
- Question 65: Your customer has built a mature knowledge base, with articl...
- Question 66: Your customer is a data center. They have a construction dep...
- Question 67: In the Quebec release of Change management, what new archite...
- Question 68: In what table are Change records stored?...
- Question 69: Your implementation has some legacy change types with workfl...
- Question 70: Your customer complains that when their users click on the C...
- Question 71: A tester reports a bug, because they submitted a Known Error...
- Question 72: A Business Analyst is preparing to facilitate a requirements...
- Question 73: In the ServiceNow baseline configuration, which two fields a...
- Question 74: Which role has the ability to configure and manage incident ...
- Question 75: Your customer wants to use the Normal change model, but want...
- Question 76: A Portfolio Manager is primarily concerned with the performa...
- Question 77: A new Problem Coordinator accidentally created several probl...
- Question 78: Which record type would you use for a Computer request?...
- Question 79: Your customer wants to use the Service Catalog to generate t...
- Question 80: If the Assignment group is empty on an incident record what ...
- Question 81: On an incident record, where are the fields that appear on t...
- Question 82: In the baseline Change - Normal model how can Change Tasks b...
- Question 83: Incidents can be created and managed in the workspace, using...
- Question 84: What is the Business Rule that triggers automatic group assi...
- Question 85: Which should be used to explore the entire hierarchy and tab...
- Question 86: Category and Subcategory values can be set manually on the I...
- Question 87: Prior to Quebec, when you click Change > Create New, whic...
