Exam CIS-ITSM topic 1 question 10 discussion

Actual exam question from ServiceNow's CIS-ITSM

Question #: 10
Topic #: 1

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

Show Suggested Answer

Suggested Answer: B 🗳️

by KD2016 at Dec. 12, 2022, 11:03 p.m.

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Honeybadge

Highly Voted 8 months, 2 weeks ago

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.

upvoted 7 times

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Prozessfux

Most Recent 8 months, 1 week ago

Is this search as also possible in the agent assist in SOW?

upvoted 1 times

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capripatr

8 months, 1 week ago

Selected Answer: B

It is B, never heard of answer A in any part of the book

upvoted 1 times

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mball23

10 months, 1 week ago

Selected Answer: B

B is correct (if enabled, can use Search as). Source: Contextual search properties section of the ITSM implementation ebook

upvoted 3 times

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McKenzieDuquesne

1 year, 3 months ago

Selected Answer: B

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.

upvoted 1 times

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