What is KCS (Knowledge Centered Services)?

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

Correct Answer: B

A customer wants to add a new Catalog Item to the Service Catalog. What process would be used to ensure the new item is authorized?

1. A. Fulfillment Management
2. B. Release Management
3. C. Configuration Management
4. D. Change Management
5. E. Catalog Management

Correct Answer: D

Your customer wants a catalog to contain two items:
* 1. A request with 1 approval and 2 fulfillment tasks
* 2. A link to a knowledge article
What type of item would you use to satisfy the requirement for the Construction request?

1. A. Catalog Item Most Voted
2. B. Content Item
3. C. Record Producer
4. D. Order Guide

Correct Answer: A

What is the Business Rule that triggers automatic group assignment on Incident, Problem or Change requests?

1. A. USM Assignment Lookup Rule
2. B. Automatic Assignment for ITSM
3. C. Populate Assignment Group based on Cl/SO
4. D. Auto-populate ITSM Assignment Groups

Correct Answer: C

What are the different ways a user can provide feedback on a knowledge article? Choose 4 answers

1. A. Helpful?
2. B. 10 Star scale
3. C. Comment on Article
4. D. Pin Article
5. E. 5 Star scale
6. F. Flag Article

Correct Answer: CDEF