ServiceNow Certified Implementation Specialist – IT Service Management — Question 20

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?

Answer options

• A. Internal/External Highlighting
• B. Search as User
• C. Show User Viewable
• D. User Only View

Correct answer: B

Explanation

The correct answer is B, 'Search as User,' because it allows agents to see the articles as the end users would, confirming which ones are visible to callers. The other options either do not provide visibility in the same way or do not specifically address the need for agents to identify accessible articles for users.