ServiceNow Platform Overview (Tokyo) Flashcards
This is in prep for CSA, This is one of the required courses in the Now platform for CSA (SN Platform Overview) (147 cards)
1
Q
The Now Mobile app enables employees to
A
submit incidents and requests, manage tasks, and access company resources from anywhere
2
Q
Through the Now Mobile app, a user can:
A
Upload images and attachments
Sign documents
Take surveys
3
Q
the primary way to interact with applications and information in a ServiceNow instance
A
the Next Experience Unified Navigation
4
Q
Next Experience Unified Navigation allows;
A
Access lists, forms, updates, applications, links, history, workspaces, and landing pages.
5
Q
The Service Portal provides
A
a user-friendly self-service experience by providing access to specific features using widgets.
6
Q
When accessing the portal via web browser, type: (https//<instance-name-here>.service-now.com/sp.),,,, Users can:</instance-name-here>
A
-Search for articles, catalog items, and records
-Submit requests
-Browse the corporate news feed, and more!
7
Q
To return back to the Platform view from the Service Portal
A
remove the “/sp” from your browser URL
8
Q
What is an instance?
A
each instance is a single implementation of the ServiceNow Platform
9
Q
When you are accessing ServiceNow, you are accessing?
A
an instance of the Platform
10
Q
What are the four workflows you can choose from with ServiceNow?
A
IT Workflows
Employee Workflows
Customer Workflows
Creator Workflows
11
Q
An instance in the Platform is?
A
independent, changeable, and highly configurable
12
Q
Each instance has customer data that can be exchanged between other instances?
A
true
13
Q
Your data isn’t mingled in the same database as another organization’s data or other ServiceNow customers?
A
true
14
Q
Upgrades are made on?
A
individual instances
15
Q
ServiceNow utilizes an advanced architecture as?
A
the default offering for customers
16
Q
An instance features an individual database containing?
A
data, applications, and customizations
17
Q
Each customer organization receives a minimum of what two instances of ServiceNow?
A
Production and Sub-production
18
Q
ServiceNow Product Documentation is your?
A
one-stop shop for topics, products, release notes and upgrades, and product accessibility
19
Q
Which ServiceNow Platform interface improves employee productivity and is a platform for communication, engagement, and content experiences?
A
Employee Center
20
Q
Where can you go to request a free ServiceNow instance outside of this course?
A
ServiceNow Developer Program
21
Q
Where can you go to for all application modules in the platform?
A
Unified Navigation Header “All” Menu
22
Q
This displays items that you have added as favorites. You can Select the edit pencil icon to customize your list of favorites.
A
Unified Navigation Header Favorites menu
23
Q
The history menu is a scrolling view of recent activities including:
- forms and lists accessed
- catalog items
- homepages visited
A
Unified Navigation Header “History” tab
24
Q
A suite of tools displayed that help resolve problems in the platform?
A
Unified Navigation Header “Workspaces” menu
25
Search for information across applications and record and is the quickest way to load individual records?
Unified Navigation Header Global Search
26
Unified Navigation Header Embedded help?
help panel provides feedback, and related articles where available.
27
Unified Navigation Header Notifications?
view and personalize notifications that are applicable to you across your instance at a central location. (notifications are based on your access in the platform)
28
Unified Navigation Header User Menu?
Provides options to access your profile. This is also where you may personalize your instance, set display, explore accessibility, and log out.
29
Pinning Menus allows?
If you want the menu to persist, select the Pin icon.This will place (pin) the menu to your content frame. You can also un-pin the menu by selecting the Pin icon again.
30
the maximum number of items displayed in the History tab
30
31
History menu does not display?
UI pages
32
the filter navigator...
is where you can quickly navigate to applications and modules.
33
In the preferences menu, you can customize the following preference types:
Display
Accessibility
Notifications
34
A workspace is?
a suite of tools displayed in a single-pane view that help resolve customer problems and provide answers to questions they may have.
(Note: Agents, case managers, help desk professionals, and managers use these tools to find, research, and resolve issues.)
35
List
Display records from a table in the platform.
36
With personalization and filtered lists, you can?
easily locate records and view activity associated with those records
37
A form displays?
fields from one record, where users can view and edit the record data
38
A dashboard is?
a custom arrangement of widgets and enables you to display multiple performance analytics and reporting on a single screen
39
to get to dasboards...
Navigate to Self Service > Dashboards to view the different dashboards in your instance
40
Knowledge articles are uploaded to the Platform in specific categories to?
help platform users receive information or help about their job role or function
41
Articles live in
Knowledge Bases (groups of articles set up by System Administrators)
42
You may request a Knowledge Base by navigating to?
All > Self-Service > Service Catalog. Then, select "Can We Help You?"
Finally, select Request Knowledge Base.
43
Service Catalog,,,to access this application that provide customers with self-service opportunities?
Navigate to Self-Service > Service Catalog
44
An application that provides users with self-service opportunities.
Where customers can view and request catalog items (services and product offerings)
Service Catalog
45
the place to browse forums, blogs, event information, idea portals, and more
The ServiceNow Community
46
a learning experience portal where you can engage in learning opportunities based on your role and interests. Earn badges and become certified in one (or many) of our certification paths
Now Learning
47
where you can attend live (in-person) or online for ServiceNow Events
Global Events community
47
where you can explore application building or enhance your skills in the Platform by browsing around a free instance as an Application Developer or System Administrator.
ServiceNow Developer Site
48
What action do you take on a menu item for it to always display in your instance?
Pin the menu
49
Your user preferences allow you to configure
(select the three correct answers):
Display
Notifications
Accessibility
50
Displays a set of records from a table?
Lists
51
Custom arrangement of widgets on a single display
Dashboards
52
Knowledge Articles
Pieces of information to help support your role or job function
53
Forms
Display fields from record
54
You can identify table data in the form of
rows and columns
55
In a list, each row represents
one record
56
In a list, each column represents?
one field
57
Select the ______ icon next to the filter (funnel) icon to access options related to viewing and filtering the entire list.
list controls
58
Select the _____ icon in the desired column header to display action related to that column
column options
59
_________ allows you to click on a check box to select all the records to display in a list?
select all list items
60
_________ allows you to see a list of actions such as admin certain records from a list to a visual task board, or delete with note, or delete rows?
Actions of selected row drop down
61
by right clicking on a field, you can see this menu with actions related to the values in that field (e.g. filtering options, assigning tags, etc...)
quick filters
62
A list that is displayed to a user for the first time will be sorted by one of the following:
The order field
The number field
The name field
63
Title bar:
Displays the list title and view name (when not on the default view), as well as search list values.
64
Breadcrumbs:
Offers a quick form of filter navigation and are created by using the condition builder to apply filters to a list
65
The filter icon allows you to
create custom filters on your list
66
The gear icon
allows you to personalize the list
67
Column header search
Provides a search within a specific column
68
Displays the title (field on a form) of the column
Column headers
69
Right-click on a field value to access the additional actions
Field values
70
modifies the layout of a list for an individual user
The Personalize List gear icon
71
The following can be done through Personalize List Columns:
Add or remove columns
Rearrange columns
Reset column defaults
72
the Personalize List (gear) icon will have a solid dot at the bottom of the gear
Once a list is personalized
73
allows a field value to be edited in a list without opening the record
List Editor
74
a set of conditions applied to a table list to isolate a subset of data
a filter
75
Three components that make up a filter condition
field, operator, value
76
Select the Show/hide filter (funnel) icon to
to add, remove, or edit filter conditions and apply them
77
A choice list based on the table and user access rights.
(NOTE: The choice list includes fields on related tables by dot-walking)
Field
78
A choice list based on the field type.
For example, in the incident table, the greater than operator does not apply to the Active field but it does apply to the Priority field.
Operator
79
A text entry field or a choice list, depending on the field type.
For example, in the Incident table, the Active field offers a choice list with values true, false, and empty, while the Short description field offers a text entry field.
Value
80
Text value, numeric, and date are all types of
Field operators
81
Field operator (Text value)
is, is not, contains, is one of, start with, ends with
82
Field operator (Numeric)
is, is not, greater than, less than, greater than or is, less than or is
83
Field operator (Date)
on, before, after, between, is more than, is less than
84
provide an easy way to categorize, flag, and locate records
Tags
85
Edit personal tags by using
My Tags module (All > Self-Service > My Tags)
86
View tagged records by using
All > Self-Service > My Tagged Documents
87
How would you add and apply, or remove tags through in-line editing?
Add a Tag column using list personalization
88
display records from tables that have a relationship to the current record
Related lists
89
Related lists will only appear on a form if
the record has already been saved to the database
90
form can also contain
sections and related lists
91
Displays the list of activities, or history on a form. It provides an easy way to track items not displayed within a field in the record
Activity Stream
92
allow agents to have real-time collaboration with others based around task-based or interaction-based records, while in a Workspace
Sidebar
93
There are two ways to remove a field in a form
(1) A cleared (unchecked) box indicates a field that you previously hid
(2) You can select the Hide icon (red circle with a dash through it)
94
reset the form to display all its original fields
select the Personalize Form icon and selecting Reset
95
allow fields to be populated automatically, simplifying the process of generating new records
Templates
96
to work with templates
Select the More options icon (...) from the form header, then select Toggle Template Bar
97
To create a new template
select Create A New One? or select the plus sign (+)
98
To remove the template bar from the form
select the Disable Template Bar icon (X)
99
inserts a new record and return to the previously viewed page
Submit
100
save changes without exiting the form view
Save
101
save changes on an existing record and return to the previously viewed page
Update
102
How would you select which fields on a form you want to display?
Select Personalize Form
103
What are the two options to hide a field from a form through form personalization?
Select the Hide field icon
Uncheck the field's box
104
Which fields cannot be hidden on a form?
Mandatory fields
105
Email, Toggle Template Bar, Annotations, and Tags are all part of
More options
106
Add or remove files to a form
Manage Attachments
107
any record that can be assigned to or completed by a user in ServiceNow
task
108
list of all active tasks assigned to you, including:
Change Request
Group Approval
Incident
Knowledge Base Submission
Request
Security Case
Visual Task Board Task
My Work
109
ist of all active tasks assigned to your group(s) but not yet assigned to an individual
My Groups Work
110
facilitates synchronous collaboration within one record
User Presence feature
111
communicate to stakeholders and document task activities throughout the task's lifecycle
the Notes tab
112
allows you to display multiple fields under the Notes tab, including Work notes and Additional Comments.
Show all journal fields icon
113
enables users to contribute to actual work within a record without opening a form interface
Activity Stream inline editor
114
allow you to:
Manage tasks through a visual, drag-and-drop interface
Identify process bottlenecks at a glance, in real-time
Track embedded activity screens to view updates all in one place
Visual Task Boards (VTBs)
115
What are the names of the two modules in the Service Desk application, where you can locate work assigned to you and/or your group(s)? (select two answers)
My Work
My Groups Work
116
Which feature facilitates synchronous collaboration within one record?
User presence
117
Which tab would you use to communicate to stakeholders and document activities through the task's lifecycle?
Notes
118
What needs to be enabled to only display the Work notes field?
Show one journal field
119
What are the two types of Visual Task Boards? (select two answers)
Data Driven
Freeform
120
What is Reporting?
a way to visualize ServiceNow data and can be viewed and analyzed by you and your colleagues
121
Data can be visually represented (reported) in the following ways;
bar charts
pie charts
dials
lists
pivot tables
donuts
(and more)
122
Reports can be run
manually or scheduled to run automatically
123
you can create your own reports by navigating to
All > Reports > Create Report
124
contains a library of reports which can you run and use to create your own custom reports
All > Reports > View / Run
125
enable you to display multiple Performance Analytics, reporting, and other widgets on a single screen
Dashboards
126
Dashboards can be
responsive or non-responsive
127
To view dashboards in the ServiceNow Platform. View recent dashboards, dashboards owned by you, shared with you, or all available dashboards in your instance. You may also filter and search for certain dashboards by name.
All > Self-Service > Dashboards
128
What kinds of reports can be generated from a list? (select two answers)
Bar Chart
Pie Chart
129
Where can you navigate to learn about Reporting within an instance?
All > Reports > Getting Started
130
Which tab in the Report Designer allows you to group data by a specific field(s)?
Configure
131
What are the two options to distribute a report? (select two answers)
Export to PDF
Add to Dashboard
132
allows users to create, categorize, review, approve, and browse important information in a centralized location that is shared by the entire organization
Knowledge Management
133
The Knowledge homepage displays knowledge articles organized by
Knowledge Base and Category
134
defines conditions that are evaluated against users to determine which users can create (upload or author), read (view), write (edit), and retire (make articles inaccessible to all users) knowledge articles
User Criteria
135
is applied at the Knowledge Base level in the Platform
User Criteria
136
What is a Knowledge Base (KB)?
section of Knowledge categorized articles
137
Select the different parts of the Knowledge Base architecture (select two answers).
Categories
Articles
138
An article can only be associated with one knowledge base.
true
139
What should you do to report problems with an existing article?
Create an incident
140
The Service Catalog in your instance allows you to
request IT Services, report issues, order office supplies, request accessories for hardware, request hardware and software for your work area, and request mobile devices to help you get work done
141
Once a catalog item (requests, requested items, and/or tasks) has been ordered, you may check on the status of the item by navigating to
All > Service Catalog > Open Records, and select Requests, Items, or Tasks.
142
Where do you navigate to get to the Service Catalog?
All > Self-Service > Service Catalog
143
What do catalog items fall under?
Different categories
144
What are the three types of Open Records you can access in the Platform? (select three answers)
Tasks
Items
Requests
145
a friendly messaging interface that provides immediate help in the Platform
Virtual Agent (VA)
146
What other messaging interfaces can Virtual Agent connect with? (select three answers)
Facebook Messenger
Slack
Now® Mobile apps
