CIS-CSM Certification

Best Practices & Knowledge Management Questions

ServiceNow architecture best practices, end-to-end processes, project scope, knowledge functionality, AQI, and knowledge blocks.

6 total questions3 free questions
All CIS-CSM Questions

About Best Practices & Knowledge Management

This domain covers implementation best practices and Knowledge Management features that support case resolution. It includes architectural considerations, scoping projects correctly, and leveraging knowledge articles effectively.

Why This Matters for Your Exam

Best Practices and Knowledge Management represent 10% of the exam. Questions cover CSM architecture recommendations, end-to-end process design, project scoping, Article Quality Index (AQI), knowledge blocks, and search optimization.

Key Concepts to Master

Understand CSM implementation best practices including the 'Better Together' principle of integrating CSM with other ServiceNow applications. Master Knowledge Management features including AQI scoring, knowledge blocks for reusable content, and contextual search.

Exam Tips

The 'Better Together' principle emphasizes CSM integration with ITSM, ITOM, and other ServiceNow apps. AQI measures article quality based on feedback and usage. Knowledge blocks allow content reuse across articles.

Practice Questions

6 questions available
1
knowledge

What is the 'Better Together' principle in ServiceNow CSM implementation?

AA team collaboration framework for agents
BIntegrating CSM with other ServiceNow applications like ITSM for end-to-end processes
CA customer loyalty program
DA training methodology for new agents

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2
knowledge

What is Article Quality Index (AQI) in ServiceNow Knowledge Management?

AA measure of how long articles take to write
BA score that measures knowledge article quality based on feedback and usage metrics
CAn index of all available articles
DA ranking of article authors

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3
understanding

What are knowledge blocks used for in CSM?

ATo block access to sensitive knowledge articles
BTo create reusable content that can be shared across multiple knowledge articles
CTo organize articles into categories
DTo schedule knowledge article publications

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