4 Self-Service & Process Automation

Question 1

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

Answer 1

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)

Question 2

What is a knowledge article?

Answer 2

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

Question 3

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

Answer 3

Social Q and A

Question 4

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

Answer 4

Most Useful

Question 5

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

Answer 5

A permalink

Question 6

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

(name six examples)

Answer 6

Knowledge - Approval publish

Knowledge - Approval Retire

Knowledge - Instant Publish

Knowledge - Instant Retire

Knowledge - Publish Knowledge

Knowledge - Retire Knowledge

Question 7

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

Answer 7

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

Question 8

What module is used to import Word documents as articles?

Answer 8

Knowledge > Articles > Import Articles

Question 9

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

Answer 9

canContribute

Question 10

Which module is used to view knowledge content by category?

Answer 10

Self Service > Knowledge

Question 11

Which role can manage multiple knowledge bases?

Answer 11

knowledge_admin

Question 12

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

Answer 12

Workflows

Question 13

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

Answer 13

User Criteria

Question 14

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

Answer 14

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

Question 15

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

Answer 15

Flow

Workflow

Question 16

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

Answer 16

Under “Request Something”

Question 17

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

Answer 17

Service Catalog > Catalog Definitions > Maintain Items

Question 18

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

Answer 18

Categories and subcategories

Question 19

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

Answer 19

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)

Question 20

What is a record producer?

Answer 20

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)

Question 21

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

Answer 21

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

Question 22

What represents questions asked when ordering a catalog item?

Answer 22

Variables

Question 23

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

Answer 23

Workflow or Flow Designer Flow

Question 24

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

Answer 24

Order Guide

Question 25

How is the Flow Designer launched?

Answer 25

By navigating to Flow Designer > Designer in the application navigator

Question 26

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

Answer 26

To automate business logic

A trigger and one or more actions

Question 27

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

Answer 27

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

Question 28

What Flow actions are included in ServiceNow Core actions? (6)

Answer 28

Ask for Approval
Create Record
Delete Record
Look Up Record
Look Up Records
Wait for Condition

Question 29

What does the Data section of the Flow Designer contain?

Answer 29

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

Question 30

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

Answer 30

Flow Designer

Question 31

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

Answer 31

Flow Designer > Designer

Question 32

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

Answer 32

Data Pill

Question 33

What is the Virtual Agent? (1 + 3)

Answer 33

A conversational bot platform that provides assistance to help users

• obtain information
• make decisions
• perform common work tasks

Question 34

What tasks can the virtual agent perform?

Answer 34

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