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, WebDev 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
Knowledge - Retire Knowledge
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?
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
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
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
Variable Sets - modular unit of variables that can be shared between catalog items
Record Producers - a form that produces task record (create incidents, request an emergency change etc)
Order Guides - assist customers in ordering complete set of needed items and help users identify item relationships
Flows - run behind the scenes (stages)
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 Flow Designer > Designer in the application navigator
What are flows used for and what does a Flow consist of?
To automate business logic
A trigger and one or more actions
What three types of triggers is there? (Designer Flow)
Record-based
- run when a record has been created, updated or deleted
Schedule-based
- runs at a specified date and time
Application-based
- triggers are added when the associated application spoke is activated
What Flow actions are included in ServiceNow Core actions? (6)
Ask for Approval Create Record Delete Record Look Up Record Look Up Records 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 interface for building process automation capabilities?
Flow Designer
Which module is used to create or edit flow designer flows?
Flow Designer > 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
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
