4 Self-Service & Process Automation

Question 1

What options can you use to populate your knowledge base with knowledge articles?

Answer 1

Create articles
- using templates and or knowledge blocks directly in ServiceNow

Create articles from cases or incidents

Importing articles
- import Microsoft Word files into a knowledge base

Integrate
- integrate to an existing, WebDAV compliant knowledge source outside of ServiceNow (e.g. Sharepoint)

Question 2

What is a knowledge article?

Answer 2

A record in a knowledge base that provides information to knowledge consumers

Question 3

Which feature allows users to post question and answer other user questions in the Knowledge Base?

Answer 3

Social Q and A

Question 4

What item in the Knowledge Management Service Portal displays articles that have the highest percentage of users marking them as helpful?

Answer 4

Most Useful

Question 5

What is the best way to share a knowledge article with another user?

Answer 5

A permalink

Question 6

The Knowledge Base workflows available in the ServiceNow baseline instance include:

(name six examples)

Answer 6

Knowledge - Approval publish

Knowledge - Approval Retire

Knowledge - Instant Publish

Knowledge - Instant Retire

Knowledge - Publish Knowledge (subflow similar to the Instant Publish workflow)

Knowledge - Retire Knowledge (subflow similar to the Instant Retire workflow)

Question 7

What is a User Criteria (Knowledge Security) and what conditions can be set? (4)

Answer 7

Defines conditions that are evaluated against users to determine which users can create, read, write and retire knowledge articles

can(t)Read
can(t)Contribute

Question 8

What module is used to import Word documents as articles?

Answer 8

Knowledge > Articles > Import Articles

Question 9

What access does a user need to be able to import articles to a knowledge base?

Answer 9

canContribute

Question 10

Which module is used to view knowledge content by category?

Answer 10

Self Service > Knowledge

Question 11

Which role can manage multiple knowledge bases?

Answer 11

knowledge_admin

Question 12

What tool controls the publishing and retiring process for knowledge articles?

Answer 12

Workflows

Question 13

What is used to determine user access to knowledge bases or a knowledge article?

Answer 13

User Criteria

Question 14

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

Answer 14

Get Help
Or
In the Can We Help You? Category in the Service Catalog

Question 15

What are the two options to define the fulfillment process for a service catalog item?

Answer 15

Flow Designer

Workflow

Question 16

When using the Service Portal, how do end users typically access the service catalog?

Answer 16

Under “Request Something”

Question 17

Where does the System Administrator navigate to add, update or remove a catalog item?

Answer 17

Service Catalog > Catalog Definitions > Maintain Items
OR
Service Catalog > Catalog Builder

Question 18

From the end users perspective - how are the products and services in the service catalog organized?

Answer 18

Categories and subcategories

Question 19

What are the major components of the Service Catalog? (6)

Answer 19

Items - hardware, software, services

Variables - provides questions to help the requester specify what item, option, service to order; can affect the order price

Variable Sets - modular unit of variables that can be shared between catalog items; a container so only has two fields: name and description

Record Producers - a form that produces task record (create incidents, request an emergency change etc)

Order Guides - assist customers in ordering multiple, related items as one request; assists in ordering a complete set of needed items and assists in seeing item relationships

Flows - run behind the scenes (stages); used to drive fulfillment processes and send notifications

Question 20

What is a record producer?

Answer 20

Appear as a simplified form that allows users to provide information that is translated into task-based records (create incidents, request an emergency change etc)

Question 21

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

Answer 21

REQ# (Request, sc_request)
RITM# (Requested Item, sc_req_item)
SCTASK# (Service Catalog Task, sc_task)

Question 22

What represents questions asked when ordering a catalog item?

Answer 22

Variables

Question 23

What is attached to a catalog item and determines the fulfillment process?

Answer 23

Workflow or Flow Designer Flow

Question 24

What represents multiple related request items grouped together as one request?

Answer 24

Order Guide

Question 25

How is the Flow Designer launched?

Answer 25

By navigating to Process Automation > Flow Designer in the application navigator

Question 26

What are flows used for and what does a Flow consist of?

Answer 26

To automate business logic A trigger (and potentially an accompanying condition) and one or more actions

Question 27

What three types of triggers are there? (Designer Flow)

Answer 27

Record-based - run when a record has been created, updated, or deleted Date-based - runs at a specified date and time Application-based - triggers are added when the associated application spoke is activated

Question 28

What are some Flow actions included in ServiceNow Core actions? (5)

Answer 28

``` Ask for Approval Create Record Delete Record Look Up Record Wait for Condition ```

Question 29

What does the Data section of the Flow Designer contain?

Answer 29

Data pills that can be used in subsequent actions - to reference the data stored in the data pill, drag and drop the data pill from the Data section to the appropriate field in the flow, or use the Data Pill Picker icon to manually select the data

Question 30

What is the name of the non-technical interface for building process automation capabilities?

Answer 30

Flow Designer

Question 31

Which module is used to create or edit flow designer flows?

Answer 31

Process Automation > Flow Designer

Question 32

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

Answer 32

Data Pill

Question 33

What is the Virtual Agent? (1 + 3)

Answer 33

A conversational bot platform that provides assistance to help users: - obtain information - make decisions - perform common work tasks within a messaging interface

Question 34

What tasks can the virtual agent perform?

Answer 34

``` Answering FAQs Providing tutorial Querying or updating records (ex get the status on cases) Gathering data, such as attachments Performing diagnostics Resolving multi-step problems ```

Question 35

Which module can be used to implement knowledge base user criteria?

Answer 35

Knowledge > Administration > Knowledge Bases Once the knowledge base is selected, User Criteria records are accessed from the Can read or Can contribute related lists

Question 36

What is used to determine whether all elements from each populated user criteria must match for the user to be given access to the knowledge base?

Answer 36

Match All checkbox

Question 37

Which module can be used to create knowledge user criteria?

Answer 37

Knowledge > Administration > User Criteria OR Knowledge > Administration > Knowledge Bases Once the knowledge base is selected, User Criteria records can be created via the New button under Can read or Can contribute related lists

Question 38

Which module can be used to create a variable set?

Answer 38

Service Catalog > Catalog Variables > Variable Sets Once the variable set is saved you can add variables under the RElated List

Question 39

What is the Catalog Builder?

Answer 39

Allows you to create, edit, and view catalog items and templates (though not all entities can be created or edited in this tool) and enables you to delegate creation and maintenance of the catalog

Question 40

What is used to determine user access to service catalog items?

Answer 40

User Criteria

Question 41

How does the admin apply user criteria to a service catalog item or category?

Answer 41

Open the respective record and navigate to the Available For or Not Available For related lists (you can also use these lists to create new user criteria) The Not Available For settings override the Available For settings

Question 42

When should you use Flow Designer over Workflow?

Answer 42

- Orchestrate business processes across services with little technical knowledge - Reduce technical debt - When integrating with 3rd party systems

Question 43

When should you use Workflow over Flow Designer?

Answer 43

- Existing logic already developed in Workflow - If the process requires a complex/scripted flow logic - Steps required do not exist in Flow Designer - Using an instance prior to Orlando and SLA timer is required

Question 44

What provides a single solution to quickly integrate with 3rd party services to build and share content?

Answer 44

Integration Hub

Question 45

What are some benefits to Integration Hub?

Answer 45

- Reduces need for code while ensuring discoverability and reuse - Contains natural-language-descriptions of integration logic - Features scale and control mechanisms that are designed to never fail