2 Collaboration Flashcards
What are the four steps to assign tasks in ServiceNow:
Add users to groups
Apply roles to groups
Assign tasks to groups
Assign tasks to users
What are Assignment rules and where can you find them?
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
What are Assignment lookup rules and where can you find them?
Assignment rules that only applies to incident records
System Policy > Rules > Assignment Lookup Rules
Where can you find all active tasks/work assigned to you or your group (but not yet to an individual user)?
Service Desk > My Work
Service Desk > My Groups Work
What does the user presence feature offer?
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.
What is real-time editing?
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
What is/does the activity stream inline editor offer?
It enables users to contribute to actual work within a record without opening a form interface
Opens from list view
What does the Visual Task Boards allow you to do? (3)
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
What is the connect chat and how can you access it?
A messaging tool that lets you work with others in real-time
Access it via the Connect icon on the banner frame
What is the Connect Workspace, how can you access it, and what are its major components?
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
What are the three types of Visual Task Boards?
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
What are the four common elements of a Visual Task Board?
Taskboard Tools (header, offers settings etc)
Quick Panel (below taskboard tools)
Lanes (middle)
Cards (several cards inside the lanes)
Which tab contains the Activity Stream for a task?
The Notes Tab
When can you send a notification through a system?
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
Where can you find the notifications that are currently defined on the Now Platform?
System notifications > Email > Notifications
When configuring an email notification, where can you choose field values from the record to include within the message?
Select variables
Which three tabs are used to configure an email notification?
When to send
Who will receive
What it will contain
Which feature allows users to manage which notifications they receive about various activities occurring in the platform?
Subscription
Where can users set their notifications subscription preferences?
System settings
What can trigger a notification?
Record inserted or updated
Event is fired
A script
How is dot-walking used when configuring a notification?
Identify recipient (Users/Groups in fields)
Populate data in the notification (${number} or ${URI_REF})
Where can you access existing reports as well as creating new ones?
Reports > View/Run (new opens Report Designer)
Reports > Administration
What is a metric used for? (2)
Metrics measure data over time to show past history
Metrics can gather data as the data is updated
What are the four tabs used to guide the user through creating a new report in the Report Designer?
Data: name of report, data source
Type: report type
Configure: group data, run calculations
Style: look of the report (colors, legends)
What should you consider when exporting a report to PDF and sharing the exported file? (2)
Information may be obsolete (not updated)
Access control is not enforced on exported data
What is a ServiceNow task?
Any record that can be assigned or completed by a user in ServiceNow. It is a repeatable process
What are some of the tables that extend the Task [task] table?
Problem [problem]
Incident [incident]
What are some task-specific functionalities?
Approvals Assignments Service Levels Inactivity Monitors Flow
What is Predictive Intelligence?
Uses machine-learning algorithms to set field values during record creation
What items are shown under the Notes tab?
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
What is one way to get started with Visual Task Boards?
Self-Service > Visual Task Boards
How can you generate a report from a list?
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
What are some ways to distribute a report?
Share (yourself, everyone, specific users/groups)
Schedule (scheduled email with report as an attachment)
Add to Dashboard
Export to PDF
Publish
What is Performance Analytics?
Allows users to create dashboards and widgets to visualize data over time
Its architecture consists of Widgets, Tables, Data Collector, Dashboard
What is a dashboard?
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
How can an admin confirm if an email notification went out?
System Mailboxes > Outbound > Outbox
