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CSA > Self Service & Automation Practice > Flashcards

Self Service & Automation Practice Flashcards

1
Q

What is the best way to privately suggest an article revision to the knowledge manager from the Service Portal?

A

Flag the Article

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2
Q

How can users interact with agents and respond to them at their convenience through Virtual Agent in the web channel?

A

ASynchronious Chat

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3
Q

Where can you view how a catalogue item appears in a conversational interface and modify the item if required?

A

In Catalog Builder

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4
Q

What are the different types of Service Catalogue items that are fulfilled in the Now Platform? Select 3 Answers

A

Order an Item
Request a Service
Record Producer

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5
Q

What user role can ONLY view the configuration and execution details of flows and subflows?

A

fd_read_flows

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6
Q

With Asynchronous Chat…

A

your agents and end-users can participate in long-running conversations without being online concurrently.

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7
Q

Enables users to launch the Flow Designer and Action Designer design environments to view the configuration and execution details of flows, subflows, and actions.

A

Fd_Read

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8
Q

Enables a user to launch the Flow Designer design environment to view the configuration and execution details of flows and subflows.

A

fd_read_flows

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9
Q

Enables a user to launch the Action Designer design environment to view the configuration of actions.

A

fd_read_actions

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10
Q

Enables a user to view flow and action execution details. Administrators can grant this role to users that want to be able to view flow results but not create, change, or test them.

A

fd_read_operations

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11
Q

Which Chatbot on the Now Platform allows you to send notifications directly to Slack and Microsoft Teams users?

A

Virtual Agent

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12
Q

Which of the following statements are true regarding the use of Knowledge Management with Customer Service Management? Select 2 Answers

A

You can create knowledge articles using templates from a case in agent workspace
You can add knowledge articles to Self Service portal case records to resolve cases

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13
Q

What are to available knowledge article types?

A

Wiki
HTML

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14
Q

If an end-user wants to report an Incident, where do they navigate to on the service portal?

A

Can We Help You?

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15
Q

A fulfiller locates the Catalog tasks related lists to view the SCTASKs associated with the RITM. Why doesn’t he/she see all of the tasks associated with the RITM record?

A

Some tasks must be completed before the next task appears n a related list

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16
Q

A single request is submitted for approval. The RITM workflow includes pre-approval. Which of the following is true? (3 answers)

A

Anticipate future task
Visualize the overall request process
Identify the current action in the process

17
Q

Which menu item is a shortcut to display the primary Service Catalog to begin browsing items and services?

A

Catalog

18
Q

How can the reports and metrics for unauthenticated users on the Knowledge Management dashboard help knowledge managers?

A

They can track trends of unauthenticated users’ knowledge searches and article views and measure search effectiveness

19
Q

Which plugins are used to support Request Management? Select 3 Answers from the below options

A

Delegated Request Experience
ITSM Roles
Service Catalog core applications

20
Q

What dashboard enables you to monitor aggregated catalogue item data like fulfilment automation coverage, translation coverage, and conversational coverage?

A

Service Catalog Overview

21
Q

What are the three different request methods in the service catalog?

A

Submit
Order
Request

22
Q

What are the two types of approvals in request management?

A

Gating (Gating occurs at the request (REQ) level)
Process

23
Q

What 2 service catalogs come with demo data in ServiceNow?

A

Service Catalog
Technical Catalog

24
Q

What is the default data retention policy for knowledge View logs?

A

1 calendar year

25
Q

Which application provides a centralized location for creating, categorizing, viewing, and governing information related to the flow of work through ServiceNow?

A

Knowledge Management

26
Q

Each time a knowledge article is viewed, a record is added to which table?

A

Knowledge Use [kb_use]

27
Q

How do you ensure the uploaded attachments to a catalogue item attachment variable are deleted from the system if and when they are replaced/deleted on the form?

A

Setting the ‘glide.sc.variable.attachment.delete.v2” system property to true…

28
Q

Which of the following persona reviews and approves a request to purchase office printers for a break room?
Requestor
Approver
Catalog Manager
Service Owner

A

Approver

29
Q

Requested items are contained within which of the following?

A

Service Catalogue Request

30
Q

What is mandatory to select when importing Microsoft Word documents as knowledge articles?
Publish
Category
Short Description
Knowledge Base

A

Knowledge Base

31
Q

What service request roles can maintain categories and catalog items and update catalog definition? Select 3

user_Criteria_admin
catalog_editor
sn_request_write
catalog_admin
catalog_manager

A

catalog_editor
catalog_admin
catalog_manager

32
Q

Where do you capture the work required to fulfil an order in a catalogue request?

A

Catalog Task (sc_task)

33
Q

How often does the system delete Flow Designer-related entries from the Variables [var_dictionary] table if they have not been used for more than a year?

A

Every month, the system deletes Flow Designer-related entries from the Variables [var_dictionary] table if they haven’t been used for over a year. Previously, these variables were stored in the database indefinitely.

34
Q

At what Request Management stage do the process users complete a series of predefined tasks?
Submittal
Fulfillment
Closure
Approval

A

During the Fulfillment stage, process users complete a series of predefined tasks.

35
Q

Building an order is normally associated with the _______ stage in the Request Management Lifecycle.

A

Submittal

36
Q

What type of service catalogue item is used to create an incident or raise an HR case?

A

Record producer

37
Q

Who has a ‘read’ access to a Requested Item (sc_req_item) record? (3)

A

Requested for User
Opened by User
Approver

38
Q

What type of Flow Designer Trigger is required to look up a record, update a field value and request approval?

A

Record Based

CSA (16 decks)

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