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CSA ServiceNow Fundamentals Rome Reviewer > 4 Self-Service & Process Automation > Flashcards

4 Self-Service & Process Automation Flashcards

1
Q

What options can you use to populate your knowledge base with knowledge articles?

A

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)

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2
Q

What is a knowledge article?

A

A record in a knowledge base that provides information to knowledge consumers

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3
Q

Which feature allows users to post question and answer other user questions in the Knowledge Base?

A

Social Q and A

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4
Q

What item in the Knowledge Management Service Portal displays articles that have the highest percentage of users marking them as helpful?

A

Most Useful

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5
Q

What is the best way to share a knowledge article with another user?

A

A permalink

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6
Q

The Knowledge Base workflows available in the ServiceNow baseline instance include:

(name six examples)

A

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)

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7
Q

What is a User Criteria (Knowledge Security) and what conditions can be set? (4)

A

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

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8
Q

What module is used to import Word documents as articles?

A

Knowledge > Articles > Import Articles

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9
Q

What access does a user need to be able to import articles to a knowledge base?

A

canContribute

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10
Q

Which module is used to view knowledge content by category?

A

Self Service > Knowledge

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11
Q

Which role can manage multiple knowledge bases?

A

knowledge_admin

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12
Q

What tool controls the publishing and retiring process for knowledge articles?

A

Workflows

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13
Q

What is used to determine user access to knowledge bases or a knowledge article?

A

User Criteria

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14
Q

If an end user wants to report an Incident, where do they navigate on the service portal?

A

Get Help
Or
In the Can We Help You? Category in the Service Catalog

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15
Q

What are the two options to define the fulfillment process for a service catalog item?

A

Flow Designer

Workflow

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16
Q

When using the Service Portal, how do end users typically access the service catalog?

A

Under “Request Something”

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17
Q

Where does the System Administrator navigate to add, update or remove a catalog item?

A

Service Catalog > Catalog Definitions > Maintain Items
OR
Service Catalog > Catalog Builder

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18
Q

From the end users perspective - how are the products and services in the service catalog organized?

A

Categories and subcategories

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19
Q

What are the major components of the Service Catalog? (6)

A

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

20
Q

What is a record producer?

A

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)

21
Q

What is created when an order is placed for a catalog item?

A

REQ# (Request, sc_request)
RITM# (Requested Item, sc_req_item)
SCTASK# (Service Catalog Task, sc_task)

22
Q

What represents questions asked when ordering a catalog item?

A

Variables

23
Q

What is attached to a catalog item and determines the fulfillment process?

A

Workflow or Flow Designer Flow

24
Q

What represents multiple related request items grouped together as one request?

A

Order Guide

25
Q

How is the Flow Designer launched?

A

By navigating to Process Automation > Flow Designer in the application navigator

26
Q

What are flows used for and what does a Flow consist of?

A

To automate business logic

A trigger (and potentially an accompanying condition) and one or more actions

27
Q

What three types of triggers are there? (Designer Flow)

A

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

28
Q

What are some Flow actions included in ServiceNow Core actions? (5)

A 
Ask for Approval
Create Record
Delete Record
Look Up Record
Wait for Condition
29
Q

What does the Data section of the Flow Designer contain?

A

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
30
Q

What is the name of the non-technical interface for building process automation capabilities?

A

Flow Designer

31
Q

Which module is used to create or edit flow designer flows?

A

Process Automation > Flow Designer

32
Q

Where is the data from an action stored so it can be used in subsequent actions in the flow?

A

Data Pill

33
Q

What is the Virtual Agent? (1 + 3)

A

A conversational bot platform that provides assistance to help users:

  • obtain information
  • make decisions
  • perform common work tasks within a messaging interface
34
Q

What tasks can the virtual agent perform?

A 
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
35
Q

Which module can be used to implement knowledge base user criteria?

A

Knowledge > Administration > Knowledge Bases
Once the knowledge base is selected, User Criteria records are accessed from the Can read or Can contribute related lists

36
Q

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?

A

Match All checkbox

37
Q

Which module can be used to create knowledge user criteria?

A

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

38
Q

Which module can be used to create a variable set?

A

Service Catalog > Catalog Variables > Variable Sets

Once the variable set is saved you can add variables under the RElated List

39
Q

What is the Catalog Builder?

A

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

40
Q

What is used to determine user access to service catalog items?

A

User Criteria

41
Q

How does the admin apply user criteria to a service catalog item or category?

A

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

42
Q

When should you use Flow Designer over Workflow?

A
  • Orchestrate business processes across services with little technical knowledge
  • Reduce technical debt
  • When integrating with 3rd party systems
43
Q

When should you use Workflow over Flow Designer?

A
  • 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
44
Q

What provides a single solution to quickly integrate with 3rd party services to build and share content?

A

Integration Hub

45
Q

What are some benefits to Integration Hub?

A
  • 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

CSA ServiceNow Fundamentals Rome Reviewer (6 decks)

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