2 Collaboration

Question 1

What are the four steps to assign tasks in ServiceNow:

Answer 1

Add users to groups
Apply roles to groups
Assign tasks to groups
Assign tasks to users

Question 2

What are Assignment rules and where can you find them?

Answer 2

Rules that are used to automatically set a value in the Assigned to and/or Assignment group fields of a task record

System Policy > Rules > Assignment

Question 3

What are Assignment lookup rules and where can you find them?

Answer 3

Assignment rules that only applies to incident records

System Policy > Rules > Assignment Lookup Rules

Question 4

Where can you find all active tasks/work assigned to you or your group (but not yet to an individual user)?

Answer 4

Service Desk > My Work

Service Desk > My Groups Work

Question 5

What does the user presence feature offer?

Answer 5

It facilitates synchronous collaboration within one record

• allows you to see who is online, their current status, and what they are viewing or editing, all in real-time.

Question 6

What is real-time editing?

Answer 6

Its an extension of user presence and improves collaboration by allowing you to edit records in real-time as well as see edits (indicated by a pulse icon) saved by other users

You can see their:

• state
• what their edits are

Question 7

What is/does the activity stream inline editor offer?

Answer 7

It enables users to contribute to actual work within a record without opening a form interface

Opens from list view

Question 8

What does the Visual Task Boards allow you to do? (3)

Answer 8

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 9

What is the connect chat and how can you access it?

Answer 9

A messaging tool that lets you work with others in real-time

Access it via the Connect icon on the banner frame

Question 10

What is the Connect Workspace, how can you access it, and what are its major components?

Answer 10

It provides a full-screen view of all your Connect Chat conversations in one place

Click the Open Connect standalone interface icon from the Connect Sidebar or Connect > Connect Chat

Components: Connect Sidebar, Conversation Pane, Conversation Tools

Question 11

What are the three types of Visual Task Boards?

Answer 11

Freeform
- boards are not based on field values from record lists, and records do not update when cards are moved

(Data Driven) Guided boards
- boards are based on fields values from record lists and records update when cards are moved

(Data Driven) Flexible
- based on fields values from record lists and records do not update when cards are moved

Question 12

What are the four common elements of a Visual Task Board?

Answer 12

Taskboard Tools (header, offers settings etc)

Quick Panel (below taskboard tools)

Lanes (middle)

Cards (several cards inside the lanes)

Question 13

Which tab contains the Activity Stream for a task?

Answer 13

The Notes Tab

Question 14

When can you send a notification through a system?

Answer 14

When a record is inserted and/or updated in a specified table if the specified conditions are met

Can also be sent when an event is fired in the Platform or when configured via a script

Question 15

Where can you find the notifications that are currently defined on the Now Platform?

Answer 15

System notifications > Email > Notifications

Question 16

When configuring an email notification, where can you choose field values from the record to include within the message?

Answer 16

Select variables

Question 17

Which three tabs are used to configure an email notification?

Answer 17

When to send
Who will receive
What it will contain

Question 18

Which feature allows users to manage which notifications they receive about various activities occurring in the platform?

Answer 18

Subscription

Question 19

Where can users set their notifications subscription preferences?

Answer 19

System settings

Question 20

What can trigger a notification?

Answer 20

Record inserted or updated

Event is fired

A script

Question 21

How is dot-walking used when configuring a notification?

Answer 21

Identify recipient (Users/Groups in fields)

Populate data in the notification (${number} or ${URI_REF})

Question 22

Where can you access existing reports as well as creating new ones?

Answer 22

Reports > View/Run (new opens Report Designer)

Reports > Administration

Question 23

What is a metric used for? (2)

Answer 23

Metrics measure data over time to show past history

Metrics can gather data as the data is updated

Question 24

What are the four tabs used to guide the user through creating a new report in the Report Designer?

Answer 24

Data: name of report, data source
Type: report type
Configure: group data, run calculations
Style: look of the report (colors, legends)

Question 25

What should you consider when exporting a report to PDF and sharing the exported file? (2)

Answer 25

Information may be obsolete (not updated)

Access control is not enforced on exported data

Question 26

What is a ServiceNow task?

Answer 26

Any record that can be assigned or completed by a user in ServiceNow. It is a repeatable process

Question 27

What are some of the tables that extend the Task [task] table?

Answer 27

Problem [problem]

Incident [incident]

Question 28

What are some task-specific functionalities?

Answer 28

Approvals
Assignments
Service Levels
Inactivity Monitors
Flow

Question 29

What is Predictive Intelligence?

Answer 29

Uses machine-learning algorithms to set field values during record creation

Question 30

What items are shown under the Notes tab?

Answer 30

Work Notes
Additional Comments (Customer Visible)
Activity: provides the history of the record (who, what, when of a record update); the funnel icon in the top-right of the Activity section allows you to filter by activity category

Question 31

What is one way to get started with Visual Task Boards?

Answer 31

Self-Service > Visual Task Boards

Question 32

How can you generate a report from a list?

Answer 32

Use the Column Context Menu of a list to create a bar or pie chart report fort an entire list or a pre-filtered list

Question 33

What are some ways to distribute a report?

Answer 33

Share (yourself, everyone, specific users/groups)
Schedule (scheduled email with report as an attachment)
Add to Dashboard
Export to PDF
Publish

Question 34

What is Performance Analytics?

Answer 34

Allows users to create dashboards and widgets to visualize data over time

Its architecture consists of Widgets, Tables, Data Collector, Dashboard

Question 35

What is a dashboard?

Answer 35

Enables users to display multiple Performance Analytics, reporting, and other widgets on a single screen

May be responsive or non-responsive (limited in who can create, view, and edit them) and can be enabled by going to System Properties > Dashboard Properties

Question 36

How can an admin confirm if an email notification went out?

Answer 36

System Mailboxes > Outbound > Outbox