CH5: Self Service

Question 1

Service Portal Designer is to do what?

Answer 1

Customize baseline self-service portals

Question 2

What 5 portals are available in the platform baseline?

Answer 2

1. Employee Center (/esc)
2. Service portal (/sp)
3. Knowledge (/kb)
4. Change Advisory Board Workkbench (/cab)
5. Instance Security (/isc)

Question 3

Are there portals that require additional licensing? Y or N

Answer 3

Yes, Ex: Employee Center Pro

Question 4

Is the Consumer Service Portal (/csp) external facing? Y or N

Answer 4

Yes, CSP is a B2C portal (Consumers and only for a 1 consumer)

Question 5

Is the Customer Support Portal (/csm) external facing? Y or N

Answer 5

Yes, CSM is a B2B portal (All Accounts, Partners, and Contacts)

Question 6

A knowledge article can be associated to more than 1 knowledge base? T or F

Answer 6

False, An article can only be associated with 1 KB

Question 7

Knoeledge articles are groupd by what?

Answer 7

A Category

Question 8

User Criteria within Knowlwdge are assign at what level?

Answer 8

The Knowledge Base level (Think of KB User criteria as roles assigned to a Group. Permissions are inherited)

Question 9

The publishing and retirement processes fro a KB article is controlled by what?

Answer 9

Workflows defined for the KB that the article belongs to.

Question 10

There are 6 KB workflows avail in SN. Which 2 are sublows used to define your own workflow?

Answer 10

1. Knowledge - Publish Knowledge
2. Knowledge - Retire Knowledge

Question 11

Is Service Catalog the same as Request Management? T or F

Answer 11

False, Service catalog allowsa user to search for something they wish to order or request. Request Management fulfills the request

Question 12

Record Producers are a type of ______ item the produces a ____ record?

Answer 12

Catalog, Task

Question 13

_________ provide questions to help requesters specify what item, option, or service to order?

Answer 13

Variables

Question 14

A collection of variables that can be shared bewtween catalog items?

Answer 14

Variable sets

Question 15

An interface used an alternative to list and forms in the Service Catalog?

Answer 15

Record Producer

Question 16

T or F? Variables are global by default?

Answer 16

TRUE

Question 17

Can a record producer create in incident record? Y or N

Answer 17

Yes

Question 18

What starts a Flow?

Answer 18

A Trigger

Question 19

When are Spokes activated?

Answer 19

Once the parent applicatin is activated

Question 20

Spokes contain?

Answer 20

Flow Designer triggers and actions dedicated to a particular application

Question 21

Flow has 3 Triggers. Bane them.

Answer 21

1. Record based
2. Application based
3. Date based
   (RAD)

Question 22

What is the benefit of Process Automation Designer (PAD)?

Answer 22

An owners to create cross-enterprise workflows and create a single process.

Question 23

Vitual agent is a form of ________________ using natural language?

Answer 23

Articfical Intelligence (AI)

Question 24

What 3 items are created when an order is placed for a catalog item?

Answer 24

1. REQ #
2. RITM #
3. SCTASK #

Question 25

Which module is used to manage catalog items?

Answer 25

Maintain Items

Question 26

What represents questions asked when ordering a catalog item?

Answer 26

Variables

Question 27

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

Answer 27

Data Pill

Question 28

What is the module used to import Word documents as articles?

Answer 28

Knowledge > Articles > Import Articles

Question 29

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

Answer 29

Can contribute

Question 30

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

Answer 30

Workflows

Question 31

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

Answer 31

User Criteria

Question 32

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

Answer 32

Workflow or Flow Designer Flow

Question 33

What represents multiple related items grouped as one request?

Answer 33

Order Guide

Question 34

What subscription do you need to integrate Flow Designer with external instances and third-party applications?

Answer 34

IntegrationHub

Question 35

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

Answer 35

Process Automation > Flow Designer

Question 36

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

Answer 36

Data Pill

Question 37

What are the components of a Flow Designer flow?

Answer 37

1. Trigger 2. One or more Actions