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CSA Exam - ServiceNow > Module 4 > Flashcards

Module 4 Flashcards

(43 cards)

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1
Q

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

A

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

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2
Q

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

A

Maintain Items

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3
Q

What represents questions asked when ordering a catalog item?

A

Variables

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4
Q

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

A

All–>Process automation–>Flow Designer

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5
Q

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

A

Data Pill

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6
Q

What are the components of a Flow Designer flow?

A

Trigger
One or more actions

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7
Q

What portals are available in the platform baseline?

A
  1. Employee Centre (/esc)
  2. Service Portal (/sp)
  3. Knowledge Portal (/kp)
  4. CAB Workbench (/cab)
  5. Instance Security Centre (/isc)
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8
Q

What Portals are available with additional licences?

A
  1. Employee Centre Pro (/esc)
  2. Community (/community)
  3. Customer Support (/csm)
  4. Customer Service (/csp)
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9
Q

What does Knowledge Management do?

A

Allows users to create, categorize, review, approve, and browse important information in a centralized location that is shared by the entire organization

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10
Q

How do you access the guided setup?

A

All > Knowledge > Administration > Guided Setup

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11
Q

How do you create a knowledge base without the guided setup?

A

All > Knowledge > Administration > Knowledge Bases
Click “New”

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12
Q

What do you use to determine which users can create, read, write, and retire knowledge articles?

A

User Criteria

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13
Q

With how many knowledge bases can an article be associate?

A

One

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14
Q

What are important user criteria?

A
  • canRead
  • cantRead
  • canContribute
  • cantContribute
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15
Q

What controls the publishing and retirement process for a knowledge article

A

Workflows

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16
Q

What are relevant Knowledge base workflows available in the ServiceNow baseline instance?

A
  • Knowledge – Approval Publish
  • Knowledge – Approval Retire
  • Knowledge – Instant Publish
  • Knowledge – Instant Retire
  • Knowledge – Publish Knowledge
  • Knowledge – Retire Knowledge
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17
Q

What is the Service Catalog?

A

A robust ordering system for services and products offered by various departments for users

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18
Q

Who can define catalog items?

Study These Flashcards
A

Administrators and users with one of the various catalog roles

19
Q

What do categories do in the context of a Service Catalog?

Study These Flashcards
A

They organize service catalog items into logical groups.

20
Q

Who can manage multiple Service Catalogs?

Study These Flashcards
A

Admin or catalog_admin

21
Q

What does the catalog builder do?

Study These Flashcards
A
  • Enables you to delegate the creation and maintenance of the catalog
  • Allows users to create templates for catalog items
22
Q

What can you do from the homepage of the catalog builder?

Study These Flashcards
A
  • Create a catalog item
  • Create a catalog item template
  • View the available catalog items
  • View the available catalog item templates
  • View catalog items that are recently updated
  • View the configured content that describes the catalog building process in your organization
23
Q

What does the Service Catalog enable users to do?

Study These Flashcards
A

View and order items from departments within their organziations.

24
Q

After a user has placed an order, what process beginns?

Study These Flashcards
A

The request management process. For each catalog item, workflows facilitate the approval process as wella s the fulfillment tasks.

25
What is true about service catalog variables?
* They are global by default * Define the questions to ask the end user ordering the catalog item * Question choices can define the available options and might affect the order price
26
Where do you go to create or edit a catalog item?
All>Service Catalog>Catalog definitions>maintain items
27
What are a variable set's fields?
Name Description
28
What are the major components of a service catalog?
1. Items 2. Record producers 3. Variables 4. Variable sets 5. Flows
29
What are record producers?
1. A form that produces a task record (e.g. **incident** vs. requested item) 2. They are a type of catalog item
30
What are variable sets?
A collection of variables that can be shared between catalog items
31
What does an **order guide** do?
Assists cutomers in ordering a complete set of needed items and to help users see item relationships
32
What are the progress stages of a requested item?
1. Waiting for approval (in progress) 2. Approved 3. Pending (has not started) 4. Fulfillment (in progress) 5. Deployment/delivery 6. Completed
33
Can you change the stages of a requested item? If yes, how?
Yes, with flow designer. You can create any number of stages.
34
What do user criteria do?
Define conditions to determine which users can access service catalog items
35
Where do you go to apply user criteria to items and categories?
1. Item form 2. Category form 3. User criteria form
36
Which roles might be required to work with the flow designer?
*flow_designer* *flow_operator* *action_designer*
37
What trigger types are possible int he flow diagramming view?
1. Record triggers 2. Date triggers 3. Inbound email 4. Service Catalog 5. SLA Task
38
What types of triggers are there in general?
1. Record-based 2. Date-based 3. Application-based
39
What are flow components?
1. Trigger 2. Conditions
40
What are core actions in flow designer?
1. Ask for approval 2. Create record 3. Delete record 4. Look up record 5. Wait for condition
41
What does the data section of the Flow Designer contain?
Data pills that can be used in subsequent actions
42
How can the Process Automation Designer (PAD) be used?
Citizen Developers and process owners can automate existing Servicenow platform capabilities (send notifications, create new records...). It is based on the technology of Flow Designer
43
What is a virtual agent?
A conversational platform that helps users obtain information, make decisions, and perform common work tasks within a messaging interface

CSA Exam - ServiceNow (9 decks)

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