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servicenow · CIS-ITSM · Q603 · multiple_choice · topic_1

Your customer has built a mature knowledge base, with articles targeted to internal audiences -which are technical. Oth…

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?
  • A.Internal/External Highlighting
  • B.Search as User
  • C.Show User Viewable
  • D.User Only View
Explanation
Selected Answer: B Service desk agents may see articles users should not see. Use Search As to share appropriate articles with users. Optionally, administrators may enable Search as. This feature returns search results as both the current user and a specified user on the current form (i.e. caller). This allows agents to be confident that articles shared with users are appropriate. ServiceNow (n.d). IT Service Management (ITSM) Implementation - Tokyo. ServiceNow.

Reference: examtopics_top_comment

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