CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ148

VerifiedCustomer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics

A customer service manager wants to restrict the reading and creation of knowledge articles in a particular Knowledge Base to the Customer Support group only. Which features should be used to achieve this?

Choose two
Explanation

Knowledge Base user criteria control both read and contribution access. Can Read grants the Customer Support group access to view articles, while Cannot Contribute excludes other users from creating, modifying, retiring, or reading articles in that Knowledge Base.

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