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Exam CIS-ITSM topic 1 question 10 discussion

Actual exam question from ServiceNow's CIS-ITSM
Question #: 10
Topic #: 1
[All CIS-ITSM Questions]

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 Hide Answer
Suggested Answer: B 🗳️
by KD2016 at Dec. 12, 2022, 11:03 p.m.

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Honeybadge
Highly Voted 5 months 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 5 times
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Prozessfux
Most Recent 4 months, 4 weeks ago
Is this search as also possible in the agent assist in SOW?
upvoted 1 times
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capripatr
5 months 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
7 months 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
12 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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teleblazer
1 year ago
A - it's a highlighting issue to differentiate
upvoted 1 times
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sNowReggie
1 year, 1 month ago
Selected Answer: B
B is correct.
upvoted 2 times
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Guh
1 year, 4 months ago
B is correct.
upvoted 1 times
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omgitsmattyp
1 year, 5 months ago
B is correct.
upvoted 1 times
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MarlyB
1 year, 6 months ago
Selected Answer: B
B is correct, for more explanation look at Honeybadge's post
upvoted 1 times
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tanaris_e
1 year, 7 months ago
why is A the correct answer?
upvoted 1 times
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Hunter_Bee
1 year, 8 months ago
Selected Answer: B
B is correct
upvoted 1 times
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lelf
1 year, 10 months ago
it should be search as caller not user
upvoted 1 times
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Jtcash247
2 years ago
Selected Answer: B
It is B
upvoted 2 times
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Amit7414
2 years, 2 months ago
Selected Answer: B
correct
upvoted 1 times
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som_420
2 years, 2 months ago
Selected Answer: B
Correct Answer : B
upvoted 1 times
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KD2016
2 years, 2 months ago
Selected Answer: B
The correct answer is search as user
upvoted 1 times
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