CIS-ITSM · Question #127
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…
The correct answer is B. Show User Viewable. 'Show User Viewable' is the ServiceNow Knowledge Management feature that, when enabled, filters knowledge base search results on the Incident form to display only articles that are visible to the end user (caller). This allows agents to quickly identify which KB articles they…
Question
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?
Options
- AInternal/External Highlighting
- BShow User Viewable
- CUser Only View
- DSearch as User
How the community answered
(43 responses)- A2% (1)
- B91% (39)
- C2% (1)
- D5% (2)
Explanation
'Show User Viewable' is the ServiceNow Knowledge Management feature that, when enabled, filters knowledge base search results on the Incident form to display only articles that are visible to the end user (caller). This allows agents to quickly identify which KB articles they can share with or direct callers to, versus internal-only technical articles. 'Search as User' (D) impersonates the caller's search context but is a broader tool. 'Internal/External Highlighting' (A) and 'User Only View' (C) are not standard ServiceNow feature names for this specific capability.
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