4 Self-Service & Process Automation Flashcards
What options can you use to populate your knowledge base with knowledge articles?
Create articles
- using templates and or knowledge blocks directly in ServiceNow
Create articles from cases or incidents
Importing articles
- import Microsoft Word files into a knowledge base
Integrate
- integrate to an existing, WebDAV compliant knowledge source outside of ServiceNow (e.g. Sharepoint)
What is a knowledge article?
A record in a knowledge base that provides information to knowledge consumers
Which feature allows users to post question and answer other user questions in the Knowledge Base?
Social Q and A
What item in the Knowledge Management Service Portal displays articles that have the highest percentage of users marking them as helpful?
Most Useful
What is the best way to share a knowledge article with another user?
A permalink
The Knowledge Base workflows available in the ServiceNow baseline instance include:
(name six examples)
Knowledge - Approval publish
Knowledge - Approval Retire
Knowledge - Instant Publish
Knowledge - Instant Retire
Knowledge - Publish Knowledge (subflow similar to the Instant Publish workflow)
Knowledge - Retire Knowledge (subflow similar to the Instant Retire workflow)
What is a User Criteria (Knowledge Security) and what conditions can be set? (4)
Defines conditions that are evaluated against users to determine which users can create, read, write and retire knowledge articles
can(t)Read
can(t)Contribute
What module is used to import Word documents as articles?
Knowledge > Articles > Import Articles
What access does a user need to be able to import articles to a knowledge base?
canContribute
Which module is used to view knowledge content by category?
Self Service > Knowledge
Which role can manage multiple knowledge bases?
knowledge_admin
What tool controls the publishing and retiring process for knowledge articles?
Workflows
What is used to determine user access to knowledge bases or a knowledge article?
User Criteria
If an end user wants to report an Incident, where do they navigate on the service portal?
Get Help
Or
In the Can We Help You? Category in the Service Catalog
What are the two options to define the fulfillment process for a service catalog item?
Flow Designer
Workflow
When using the Service Portal, how do end users typically access the service catalog?
Under “Request Something”
Where does the System Administrator navigate to add, update or remove a catalog item?
Service Catalog > Catalog Definitions > Maintain Items
OR
Service Catalog > Catalog Builder
From the end users perspective - how are the products and services in the service catalog organized?
Categories and subcategories
What are the major components of the Service Catalog? (6)
Items - hardware, software, services
Variables - provides questions to help the requester specify what item, option, service to order; can affect the order price
Variable Sets - modular unit of variables that can be shared between catalog items; a container so only has two fields: name and description
Record Producers - a form that produces task record (create incidents, request an emergency change etc)
Order Guides - assist customers in ordering multiple, related items as one request; assists in ordering a complete set of needed items and assists in seeing item relationships
Flows - run behind the scenes (stages); used to drive fulfillment processes and send notifications
What is a record producer?
Appear as a simplified form that allows users to provide information that is translated into task-based records (create incidents, request an emergency change etc)
What is created when an order is placed for a catalog item?
REQ# (Request, sc_request)
RITM# (Requested Item, sc_req_item)
SCTASK# (Service Catalog Task, sc_task)
What represents questions asked when ordering a catalog item?
Variables
What is attached to a catalog item and determines the fulfillment process?
Workflow or Flow Designer Flow
What represents multiple related request items grouped together as one request?
Order Guide
How is the Flow Designer launched?
By navigating to Process Automation > Flow Designer in the application navigator
What are flows used for and what does a Flow consist of?
To automate business logic
A trigger (and potentially an accompanying condition) and one or more actions
What three types of triggers are there? (Designer Flow)
Record-based
- run when a record has been created, updated, or deleted
Date-based
- runs at a specified date and time
Application-based
- triggers are added when the associated application spoke is activated
What are some Flow actions included in ServiceNow Core actions? (5)
Ask for Approval Create Record Delete Record Look Up Record Wait for Condition
What does the Data section of the Flow Designer contain?
Data pills that can be used in subsequent actions
- to reference the data stored in the data pill, drag and drop the data pill from the Data section to the appropriate field in the flow, or use the Data Pill Picker icon to manually select the data
What is the name of the non-technical interface for building process automation capabilities?
Flow Designer
Which module is used to create or edit flow designer flows?
Process Automation > Flow Designer
Where is the data from an action stored so it can be used in subsequent actions in the flow?
Data Pill
What is the Virtual Agent? (1 + 3)
A conversational bot platform that provides assistance to help users:
- obtain information
- make decisions
- perform common work tasks within a messaging interface
What tasks can the virtual agent perform?
Answering FAQs Providing tutorial Querying or updating records (ex get the status on cases) Gathering data, such as attachments Performing diagnostics Resolving multi-step problems
Which module can be used to implement knowledge base user criteria?
Knowledge > Administration > Knowledge Bases
Once the knowledge base is selected, User Criteria records are accessed from the Can read or Can contribute related lists
What is used to determine whether all elements from each populated user criteria must match for the user to be given access to the knowledge base?
Match All checkbox
Which module can be used to create knowledge user criteria?
Knowledge > Administration > User Criteria
OR
Knowledge > Administration > Knowledge Bases
Once the knowledge base is selected, User Criteria records can be created via the New button under Can read or Can contribute related lists
Which module can be used to create a variable set?
Service Catalog > Catalog Variables > Variable Sets
Once the variable set is saved you can add variables under the RElated List
What is the Catalog Builder?
Allows you to create, edit, and view catalog items and templates (though not all entities can be created or edited in this tool) and enables you to delegate creation and maintenance of the catalog
What is used to determine user access to service catalog items?
User Criteria
How does the admin apply user criteria to a service catalog item or category?
Open the respective record and navigate to the Available For or Not Available For related lists (you can also use these lists to create new user criteria)
The Not Available For settings override the Available For settings
When should you use Flow Designer over Workflow?
- Orchestrate business processes across services with little technical knowledge
- Reduce technical debt
- When integrating with 3rd party systems
When should you use Workflow over Flow Designer?
- Existing logic already developed in Workflow
- If the process requires a complex/scripted flow logic
- Steps required do not exist in Flow Designer
- Using an instance prior to Orlando
and SLA timer is required
What provides a single solution to quickly integrate with 3rd party services to build and share content?
Integration Hub
What are some benefits to Integration Hub?
- Reduces need for code while ensuring discoverability and reuse
- Contains natural-language-descriptions of integration logic
- Features scale and control mechanisms that are designed to never fail
