5: Configure Self Service

Question 1

Overview of Baseline Service Self-service Options

Answer 1

• A portal can be used to simplify access to information
• There are several self-serv ice portals from which to choose (e.g., Employee Serv ices, IT, HR)
• Baseline portals can be used as they are, but may also be modified to meet customer needs
• UI Builder is used to build pages for CSM configurable workspaces, App Engine Studio generated workspaces and portals, or custom web experiences
• Serv ice Portal Designer is used to customize baseline portals

Question 2

Portals are available in the platform baseline:

Answer 2

• Employee Center (/esc)
• Service Portal (/sp)
• Knowledge Portal (/kb)
• Change Advisory Board (CAB) Workbench (/cab)
• Instance Security Center (/isc)

Question 3

Employee Center (/esc)

Answer 3

allows you to provide a single, unified portal for employees to get all the information, services, and help that they need. Employees can complete their to-dos, view all their requests, browse knowledge bases and catalogs, chat with live agents, and more.

Question 4

Service Portal (/sp)

Answer 4

This basic example Service Portal provides users the ability to search Knowledge Bases, browse multiple Catalogs and make requests. Users can also create and view incidents, view approvals, and look at the System Status page.

Question 5

Knowledge Portal (/kb)

Answer 5

Users can view Knowledge Bases and articles, search for information, sort and filter search results, and provide feedback. The Knowledge Management - Service Portal plugin (com .snc.knowledge_serviceportal) must be activated.

Question 6

Change Advisory Board (CAB) Workbench (/cab)

Answer 6

The Change Advisory Board (CAB) workbench enables a CAB manager to schedule, plan, and manage CAB meetings. CAB meetings are typically intended to review and authorize change requests and review recent-ly implemented changes.

Question 7

Instance Security Center (/isc)

Answer 7

Monitor the compliance level ofinstance security controls, view security event monitoring metrics, and configure and maintain instance security settings all from within the Instance Security Center. The Instance Security Center consolidates several key security components into a single control console that helps you detect , protect , and respond to instance-based security events.

Question 8

Portals Available with Additional Licenses

Answer 8

• Employee Center Pro (/esc)
• Community (/community)
• Customer Support (/csm)
• Customer Service (/csp)
  the following portals (2,3,4) are available for customers who are licensed for the Customer Service Management application. They can also be viewed within your student instance.

Question 9

Employee Center Pro (/esc)

Answer 9

extends the baseline /esc portal functionality. It includes content driven by machine learning, employee communities, content campaigns, and a full virtual agent functionality. It is available with Human Resources Service Delivery (HRSD) Pro, HRSD Enterprise, or a separate license.

Question 10

Community (/community)

Answer 10

Users can connect, engage, and collaborate with employees, customers, partners, and prospects. Get quick responses to issues by posting questions, reviewing blogs or videos, and searching for previous discussions.

Question 11

Customer Support (/csm)

Answer 11

This B2B portal can be used by customers to search for information, get their quest ions answered by other registered members, or request assistance from a customer service agent.

Question 12

Customer Service (/csp)

Answer 12

Also referred to as the Consumer Servce portal. This B2C portal can be used to provide information and support to your customers.

Question 13

What is Knowledge Management?

Answer 13

KM allows users to create, categorize, review, approve, and browse important information in a centralized location that is shared by the entire organization.
Knowledge content exists within a knowledge base managed by one or more Knowledge Managers.
* Administrators and those with the knowledge_admin role can manage multiple knowledge bases.

Question 14

Knowledge Base Architecture

Answer 14

The Knowledge homepage displays knowledge articles organized by Knowledge Base and Category
* An article can only be associated with one knowledge base.
* You can change the knowledge base, but only if the selected article template is available in the knowledge base.

Question 15

Knowledge Management Guided Setup

Answer 15

• Create knowledge bases * Assign knowledge roles * Create and assign knowledge workflows * Configure knowledge properties * Configure knowledge templates * Activate support for other languages besides English (Localization)
• Create ownership groups for articles and feedback

Question 16

Knowledge Security and Visibility: User Criteria

Answer 16

UC defines conditions that are evaluated against users to determine which users can create, read, write, and retire knowledge articles.
* You can apply several user criteria records to knowledge content.
* User Criteria is applied at the Knowledge Base level.
Localization: Knowledge articles may be published in multiple languages and set to show only articles in the user’s selected language.

Question 17

User Criteria outcomes include:

Answer 17

• canRead: users who can read all Knowledge Base articles
• cantRead: users who cannot read, create, or modi fy articles in the Knowledge Base
• canContribute: users who can read, create, and modify articles in the Knowledge Base
• cantContribute: users who cannot create or modi fy art icles in the Know ledge Base

Question 18

Managing Access
Access to a knowledge base

Answer 18

is managed through User Criteria records.
NOTE: Cannot Read and Cannot Contribute can be added by configuring related lists on a form.

Question 19

Knowledge Base: Workflows

Answer 19

The publishing and retirement processes for a knowledge article are controlled by workflows defined for the Knowledge Base that the article belongs to.

• You can assign different workflows to each Knowledge Base.
• You can use one of the default workflows or create your own workflow to define custom publishing and retirement processes for different types of knowledge.

Question 20

The Know ledge Base workflows available in the ServiceNow baseline instance include

Answer 20

K– Approval Publish: Requests approval before moving the article to the published state. The workflow is canceled, and the article remains in the draft state if any manager rejects the request.
* K – Approval Retire: Requests approval before moving the article to the retired state. The workflow is canceled, and the article remains in the published state if any manager rejects the request.
* K – Instant Publish: Immediately publishes a draft article without requiring an approval.
* K – Instant Retire: Immediately retires a published article without requiring an approval.
* K – Publish K: A subflow that moves the k article to the published state. You can use this subflow when defining your own workflow.
* K – Retire K: Moves a k article to the retired state.

Question 21

Knowledge Base: Import a Word Document

Answer 21

To import a Word document into the Knowledge base:
1. Navigate to All > Knowledge > Articles > Import Articles
2. Select the Knowledge Base 3. Select the Category*
4. Add the Word file
5. Click Import 6. Click Continue
The Import a Word Document feature allows you to upload more than one document at a time. When uploading multiple documents, one article is created for each uploaded item.

Question 22

When importing a Word document

Answer 22

the following styles and elements are preserved:
* Titles
* Headings
* Images
* Links
* Bold text
* Italic text
* Underlined text
* Ordered and unordered lists
* Tables

*Optional steps. Check the Publish check box to initiate the publishing workflow after the import completes.

Question 23

Knowledge on Now Mobile

Answer 23

• Browse Knowledge bases * Search for Articles * View Knowledge Articles
• View only articles relevant for your roles and groups
• Accessible for internal and external users
• Provide Feedback on Articles