Task Management

Question 1

CSAP0059 ( Category: Task Management )
Navigate here to create an assignment rule

✓Answer:
System Policy > Rules > Assignment

Question 2

CSAP0117 ( Category: Task Management )
Navigate here to set configurable properties for the SLA Engine

✓Answer:
Service Level Management > Properties > SLA Engine

Question 3

CSAP0137 ( Category: Task Management )
Navigate here to locate active tasks assigned to yourself. (full file path)

✓Answer:
Service Desk > My Work

Question 4

CSAP0310 ( Category: Task Management )
Which module displays a list of tasks assigned to a user’s group, but not yet assigned to an individual user?

My Teams Work
My Groups Work
My Groups Tasks
My Teams Tasks

✓Answer:
My Groups Work

Question 5

CSAP0342 ( Category: Task Management )
Which of the following three statements best describes Tasks?

Tasks lead to quicker resolution times
Tasks can only be performed once
Tasks are repeatable processes
Tasks minimize the possibility of human error

✓Answer:
Tasks lead to quicker resolution times
Tasks are repeatable processes
Tasks minimize the possibility of human error

Question 6

CSAP0399 ( Category: Task Management )
Which table stores the Task SLA records for the SLA’s attached to particular tasks?

task_sla
sla_ola
sla
sla_ula
None of the Above

✓Answer:
task_sla

Question 7

CSAP0400 ( Category: Task Management )
Where can we create SLAs, OLAs and Underpinning Contracts?

Configuration Management
Incident
Service Level Management
Service Catalog

✓Answer:
Service Level Management

Question 8

CSAP0421 ( Category: Task Management )
What is SLM?

Service Level Management
Server Limit Management
Service Line Management
All of the above
None of the above

✓Answer:
Service Level Management

Question 9

CSAP0446 ( Category: Task Management )
Types of SLA (SLA, OLA, UC) are defined in which field?

Retroactive Start
Condition Field
Type Field
Duration

✓Answer:
Type Field

Question 10

CSAP0450 ( Category: Task Management )
What is the sequence of conditions in an SLA definition?

Start, Hold, Halt
Start, In Progress, Stop
Begin, Hold, Halt
Start, Pause, Stop

✓Answer:
Start, Pause, Stop

Question 11

CSAP0457 ( Category: Task Management )
Comments are visible by all users?

True
False

✓Answer:
True

Question 12

CSAP0533 ( Category: Task Management )
What automatically assigns tasks to users or groups?

Assignment Rules
Auto Complete
Auto Update
Handler

✓Answer:
Assignment Rules

Question 13

CSAP0536 ( Category: Task Management )
As it relates to Task Management, SLA is an abbreviation for what?

Simple Level Agreement
Service Level Agreement
Service Level Analysis
Service License Agreement

✓Answer:
Service Level Agreement

Question 14

CSAP0557 ( Category: Task Management )
Name three things from below that best describe Tasks?

Minimize human error
Can only be performed once
Lead to quicker resolutions
Repeatable Process

✓Answer:
Minimize human error
Lead to quicker resolutions
Repeatable Process

Question 15

CSAP0692 ( Category: Task Management )
What is any record that can be assigned or completed by a user?

Form
Function
Problem
Task

✓Answer:
Task

Question 16

CSAP0695 ( Category: Task Management )
What is a collaboration tool with special user interface for presenting tasks?

Visual Task Board
Connect Chat
Virtual Task Board
IntegrationHub

✓Answer:
Visual Task Board

Question 17

CSAP0714 ( Category: Task Management )
What is a Service Desk application menu to locate all work assigned to you?

Service Desk > My Assignments
Service Desk > Inbox
Service Desk > Task Board
Service Desk > My Work

✓Answer:
Service Desk > My Work

Question 18

CSAP0776 ( Category: Task Management )
When using sorting criteria for Visual task boards who has access to create, edit, or delete the criteria?

Anyone who possesses the task_organizer_role
Owner of the VTB
Anyone who the VTB is shared with
Anyone who possesses the vtb_admin role
Users of the VTB with vtb_user role

✓Answer:
Owner of the VTB

Question 19

CSAP0927 ( Category: Task Management )
Select three different types of Visual Task Boards from the list below.

Flexible
Customized
Guided
Framed
Freeform

✓Answer:
Flexible
Guided
Freeform

Question 20

CSAP1284 ( Category: Task Management )
What can track the amount of time that a task has been open, to ensure that tasks are completed within an allotted time?

Service Level Definitions
Under Pinning Contracts
Customer Level Agreements
Service Level Agreements

✓Answer:
Service Level Agreements

Question 21

CSAP1285 ( Category: Task Management )
What ensures that tasks do not fall by the wayside by notifying users when tasks have been untouched for a predefined period of time?

Business monitors
Inactivity dial
Inactivity monitors
Business gauges

✓Answer:
Inactivity monitors

Question 22

CSAP1312 ( Category: Task Management )
Select four types of tasks available via All > Service Desk > My Work:

Change Requests
Group Approvals
Incidents
Knowledge Base Submissions
Adding users to groups

✓Answer:
Change Requests
Group Approvals
Incidents
Knowledge Base Submissions

Question 23

CSAP1313 ( Category: Task Management )
Select three types of tasks available via All > Service Desk > My Work:

Add a User
Requests
Security Cases
Visual Task Board Tasks
Add a Group

✓Answer:
Requests
Security Cases
Visual Task Board Tasks

Question 24

CSAP1318 ( Category: Task Management )
Real-time editing allows you to edit records in real-time as well as see edits (indicated by a pulse icon) saved by other users using interfaces or devices such as (name four):

Visual Task Boards
Service Portal
Studio
ServiceNow Mobile apps
App Engine
Apple Watch

✓Answer:
Visual Task Boards
Service Portal
ServiceNow Mobile apps
Apple Watch

Question 25

CSAP1321 ( Category: Task Management )
Name three things Visual Task Boards allow you to do:

Manage your tasks through a visual, drag-and-drop interface
Identify process bottlenecks at a glance
Add users to the system
Track activity to view updates all in one place
Uses machine-learning algorithms to determine field values

✓Answer:
Manage your tasks through a visual, drag-and-drop interface
Identify process bottlenecks at a glance
Track activity to view updates all in one place

Question 26

CSAP1322 ( Category: Task Management )
What is a Service Desk application menu to locate all work assigned to your team?

Service Desk > My Assignments
Service Desk > My Groups Work
Service Desk > Inbox
Service Desk > Task Board
Service Desk > My Work

✓Answer:
Service Desk > My Groups Work

Question 27

CSAP1323 ( Category: Task Management )
Select three items that Visual Task Boards allow you to do:

Manage your tasks through a visual, drag-and-drop interface
Create users to streamline processes
Identify process bottlenecks at a glance
Modify SLAs for all of your accounts
Track activity to view updates all in one place
Create groups to speed things up

✓Answer:
Manage your tasks through a visual, drag-and-drop interface
Identify process bottlenecks at a glance
Track activity to view updates all in one place

Question 28

CSAP1324 ( Category: Task Management )
Name four Elements of a Visual Task Board (VTB), from the list below.

Title
System ID
Cards
Lanes
Quick Panels
Copy URL

✓Answer:
Title
Cards
Lanes
Quick Panels