Module 4: Configure Self-Service

Question 1

Baseline Portals

Answer 1

Employee Center
Service Portal
Knowledge Portal
CAB Workbench
Instance Security Center

Question 2

Portals available with additional licenses

Answer 2

Employee Center Pro
Community
Customer Support
Customer Service

Question 3

How to navigate to knowledge content?

Answer 3

All > Self-Service > Knowledge

Question 4

What is Knowledge Management?

Answer 4

Allows users to create, categorise, review, approve and browse important information

Question 5

What role(s) are needed to manage 1 or more knowledge bases?

Answer 5

Administrators
Knowledge_admin

Question 6

How to provide feedback to a knowledge article?

Answer 6

Rating the article
Was it helpful - Yes or No
Leave a comment

Question 7

Before creating and using knowledge articles, how do you set up Knowledge Management?

Answer 7

(Guided setup): All > Knowledge > Administration > Guided Setup

(Without guided setup): All > Knowledge > Administration > Knowledge Bases

Question 8

How are knowledge articles displayed on the Knowledge homepage?

Answer 8

Knowledge Base
Category

(An article can only be associated with one knowledge base)

Question 9

User Criteria Definition

Answer 9

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

Question 10

Localisation?

Answer 10

Knowledge articles may be published in multiple languages and set to show only articles in the user’s selected language

Question 11

User Criteria outcomes:

Answer 11

canRead
cantRead
canContribute
cantContribute

Question 12

What are the Knowledge Base workflows available in the ServiceNow baseline instance?

Answer 12

Knowledge - Approval Publish
Knowledge - Approval Retire
Knowledge - Instant Publish
Knowledge - Instant Retire
Knowledge - Publish Knowledge
Knowledge - Retire Knowledge

Question 13

Where to navigate to, to import a Word document?

Answer 13

All > Knowledge > Articles > Import Articles

Question 14

What is the System Catalog?

Answer 14

A robust ordering system for services and products offered

Question 15

Which 2 roles manage the Service Catalog?

Answer 15

Admin
Catalog_admin

Question 16

What is the Catalog Builder?

Answer 16

Create or edit a catalog item using a visual and guided experience.
It enables you to delegate the creation and maintenance of the catalog

Question 17

Once something has been requested in the Service catalog, where does this request go?

Answer 17

Request Management.
This is where the request is tracked and fulfilled

Question 18

Request Management Process

Answer 18

Request
Request item
Catalog Task

Question 19

Where to navigate to, to create a new item or modify an existing item?

Answer 19

All > Service Catalog > Catalog Definitions > Maintain Items

Question 20

What is a Variable?

Answer 20

Defines the questions to ask when the end user is ordering the catalog item

Question 21

What is a Variable Set?

Answer 21

A collection of variable that can be shared between catalog items.
Groups of questions that are the same

Question 22

Common Variable Types:

Answer 22

Multiple Choice
Select Box
Single Line Text
Reference
Checkbox

Question 23

What is a Record Producer?

Answer 23

A form that produces a task record.
Type of Catalog Item

Question 24

What is a Flow?

Answer 24

Run behind the scenes and communicate the stages of the approval process to the requester

Question 25

What is an Order guide?

Answer 25

A way to order multiple related items as one request

Question 26

For Catalog Items, what is created when an order is placed? With table names.

Answer 26

Request: REQ# Request [sc_request] Item: RITM# Requested Item [sc_req_item] Task: SCTASK# Catalog Task [sc_task]

Question 27

How to track a request?

Answer 27

All > Self-Service > My Requests

Question 28

Flow stages for a request...

Answer 28

Waiting for approval Approved Pending Fulfilment Deployment/Delivery Completed

Question 29

Where do you go to create service catalog items?

Answer 29

All > Service Catalog > Catalog Definitions > Maintain Items

Question 30

What is Flow Designer?

Answer 30

Low code method. It is a non-technical interface for building and enabling process automation capabilities (flows)

Question 31

How to launch the Flow Designer?

Answer 31

All > Process Automation > Flow Designer

Question 32

Which roles work with the Flow Designer?

Answer 32

flow_designer flow_operator action_designer

Question 33

What is a Trigger?

Answer 33

Instantiate the flow. 3 types: 1. Record-based 2. Date-based 3. Application based

Question 34

What is an Action?

Answer 34

Operations executed by the system. Example: looking up a record. When you add an action to a flow, it created a data pill

Question 35

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

Answer 35

Data Pill

Question 36

What is the Process Automation Designer?

Answer 36

Organises what a customer built in Flow Designer. Simple task-orientated view of your processes

Question 37

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

Answer 37

Workflows

Question 38

What are the 2 components of Flow Designer?

Answer 38

1. Triggers 2. Actions

Question 39

Which ServiceNow tool is used by developers to create customer applications?

Answer 39

- App Engine Studio - Studio