Module 4 - Self Service

Question 1

What are the 5 baseline portals?

Answer 1

Employee Center
Service Portal
Knowledge Portal
CAB Workbench
Instance Security Center

Question 2

Service Catalogs are managed by (2 roles)

Answer 2

Admin
Catalog_admin

Question 3

Service Catalog Records (3 things)

Answer 3

Global by default
Define the questions to ask the end user in the catalog
Question choices can define the available options that impact “price”

Question 4

Common Variable Types (5)

Answer 4

Multiple Choice
Select Box
Single Line Text
Reference
Checkbox

Question 5

A Variable set…

Answer 5

Group of like variables, a parent container record into which you can store several variables.

Question 6

Service Catalog Components (5)

Answer 6

Items
Variables
Variable Sets
Record Producers
Flows

Question 7

Record Producers….

Answer 7

Appear as simplified forms, allowing users to provide basic information that is translated into task-based records

Question 8

Order guides provide the ability to…

Answer 8

Order multiple, related items as one request. Variables are presented by the ORDER field number

Question 9

Each request will have an auto prefix of…

Answer 9

REQ

Question 10

Each request may have at least one requested item with a prefix of…

Answer 10

RITM

Question 11

What roles are required to work with Flow Designer?

Answer 11

flow_designer
Flow_operator
action_Designer

Question 12

WIthin Flow Designer, Tokyo allows you to look at a flow via…

Answer 12

Diagrams

Question 13

Triggers within a flow are…(3 things)

Answer 13

Record Based
Date based
application Based

Question 14

Record based flows

Answer 14

trigger a flow to run after a record has been created or updated

Question 15

Date based triggers

Answer 15

Run a flow on a specified date and time or at scheduled intervals

Question 16

Application based triggers

Answer 16

start a flow when applicaiton-specific conditions are met

Question 17

Actions within a flow…

Answer 17

are operations executed by the system, such as looking up a record, updating a field, requesting approval etc.

Question 18

Each time you add an action to a flow…

Answer 18

Flow designer adds a data pill to store its results

Question 19

Whenever a record is created the data is added to data panel

Answer 19

True

Question 20

Process automation designer enables…

Answer 20

Owners to author cross-enterprise workflows and create a single unified process

Question 21

5 Core Flow Actions are…

Answer 21

Ask for Approval
Create a record
Delete Record
Look up Record
Wait for Condition

Question 22

Virtual Agent is…

Answer 22

a conversational platform that helps users obtain information, make decisions, and perform common tasks

Question 23

What is created when an order is placed for a catalog item

Answer 23

REQ# (Request)
RITM# (Requested Item)
SCTASK# (Service Catalog Task)

Question 24

Which module is used to add, update or remove catalog items?

Answer 24

Maintain Items

Question 25

What represents questions asked when ordering a catalog item?

Answer 25

Variables

Question 26

Which module is created to edit flow designer flows?

Answer 26

Flow Designer

Question 27

Where is the data from an action stored so it can be used in subsequent actions in a flow?

Answer 27

Data Pill

Question 28

What are the components of a flow designer flow

Answer 28

Trigger
Action(s)