4 Self-Service & Process Automation Flashcards Preview

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Flashcards in 4 Self-Service & Process Automation Deck (34)
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1

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

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, WebDev compliant knowledge source outside of ServiceNow (e.g. Sharepoint)

2

What is a knowledge article?

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

3

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

Social Q and A

4

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

Most Useful

5

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

A permalink

6

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

(name six examples)

Knowledge - Approval publish

Knowledge - Approval Retire

Knowledge - Instant Publish

Knowledge - Instant Retire

Knowledge - Publish Knowledge

Knowledge - Retire Knowledge

7

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

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

8

What module is used to import Word documents as articles?

Knowledge > Articles > Import Articles

9

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

canContribute

10

Which module is used to view knowledge content by category?

Self Service > Knowledge

11

Which role can manage multiple knowledge bases?

knowledge_admin

12

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

Workflows

13

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

User Criteria

14

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

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

15

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

Flow
Workflow

16

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

Under "Request Something"

17

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

Service Catalog > Catalog Definitions > Maintain Items

18

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

Categories and subcategories

19

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

Items - hardware, software, services

Variables - provides questions to help the requester specify what item, option, service to order

Variable Sets - modular unit of variables that can be shared between catalog items

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

Order Guides - assist customers in ordering complete set of needed items and help users identify item relationships

Flows - run behind the scenes (stages)

20

What is a record producer?

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)

21

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

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

22

What represents questions asked when ordering a catalog item?

Variables

23

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

Workflow or Flow Designer Flow

24

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

Order Guide

25

How is the Flow Designer launched?

By navigating to Flow Designer > Designer in the application navigator

26

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

To automate business logic

A trigger and one or more actions

27

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

Record-based
- run when a record has been created, updated or deleted

Schedule-based
- runs at a specified date and time

Application-based
- triggers are added when the associated application spoke is activated

28

What Flow actions are included in ServiceNow Core actions? (6)

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

29

What does the Data section of the Flow Designer contain?

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

30

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

Flow Designer