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Exam CIS-CSM topic 1 question 124 discussion

Actual exam question from ServiceNow's CIS-CSM
Question #: 124
Topic #: 1
[All CIS-CSM Questions]

What is KCS (Knowledge Centered Services)?

  • A. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
  • B. A documented methodology to provide a set of best practices for creating and maintaining knowledge
  • C. A dashboard with specific visualization of the different knowledge bases and categories
  • D. An application that helps agents and managers to create cases from Knowledge articles
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Suggested Answer: C 🗳️

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_ThePhoenix_
Highly Voted 1 year, 4 months ago
Selected Answer: B
I believe the correct answer should be B
upvoted 7 times
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TheUnseen
Most Recent 3 weeks ago
Selected Answer: B
"B" is correct. From the CSM Fundamentals e-book: Knowledge-Centered Services (KCS) is a documented methodology providing a set of best practices for creating and maintaining knowledge. It focuses on knowledge as a key asset to the service provider in every customer interaction. The CSM Table Map [csm_table_map] creates a mapping between the case and knowledge article tables. The Create Knowledge feature uses the Case KCS Article table map by default. Administrators can modify this table map or create a new one. (...)
upvoted 1 times
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NokoNice
7 months ago
Selected Answer: B
B is correct. https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/product/knowledge-management/concept/knowledge-centred-configuration.html#:~:text=Knowledge%2DCentered%20Service%20(KCS),KCS%20(V6)%20verified%20product.
upvoted 2 times
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mattaash
7 months, 4 weeks ago
The correct answer is B pg326 fundamentals ebook
upvoted 1 times
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