Barb Valle CSA 2 - Self-Service & Process Automation Practice Test Flashcards
When using the Service Portal, how do end-users typically access the service catalogue?
- Under Request Something
Which ServiceNow applications allow users to order products and services? Select 3 Answers from the below options.
- Service Catalog
- Service Portal
- Now Mobile
(Rome) How is the business duration calculated on a catalogue task once it is closed?
Based on the “Actual Start” and “Actual End” fields
What are the three different request methods in the Service Catalogue? Select 3 Answers from the below options.
- Order
- Submit
- Request
How is the content of the email notification for expiring knowledge articles determined?
- Number of articles expiring in the coming month.
Where in the Flow Designer can you find information about the actions you add to a flow?
Help Panel
In addition to the article ID, what do the knowledge management notification emails include to determine if an article is relevant?
Title of the article
How is the business duration calculated on a catalogue task once it is closed?
Based on the Actual start and Actual end fields
Who are automatically assigned the security roles required to manage a knowledge base? Select 2 Answers from the below options.
- Knowledge Owner
2. Knowledge Managers
What record type is normally used to report an outage or propose a new standard change template from the service portal?
Record Producer
What can you customise in the chat menu displayed to your end-users in the virtual agent? Select 3 Answers from the below options.
- Add links to web pages or FAQs
- Change the icons for phone, email, and live agent support
- Set the order of the menu items displayed
What is the default data retention policy for knowledge View logs?
1 Calendar year
Which of the following can ITIL users leverage to create a knowledge article from a resolved incident? Select 2 Answers from the below options.
- Knowledge check box on incident records
2. KCS article template
What filters are available on the Virtual Agent Designer Topics page? Select 3 Answers from the below options.
- Category
- NLU Language
- Supported Channels
Where can fulfillers navigate to find catalogue tasks assigned to them and their groups to fulfil requests? Select 2 Answers from the below options.
- Service Desk > My Work
2. Service Desk > My Groups Work
Which option is NOT commonly used to populate a knowledge base with knowledge articles?
Create articles from received emails
How can the reports and metrics for unauthenticated users on the Knowledge Management dashboard help knowledge managers?
They can track trends of unauthenticated users knowledge searches and article views and measure search effectiveness
From the end user’s perspective, how are the products and services in the service catalogue organised?
Categories and Subcategories
Which of the following are the limitations of variables for Service Portals? Select 3 Answers from the below options.
- Ui pages are not supported
- Formatters may contain a maximum of 2 columns
- Widgets should be used instead of Macros and Macros with Labels
What types of tests can be run by users to make sure CMDB works after upgrading and deploying new applications or integrations?
Quick start tests
What data can you access when you create a dynamic multi-row variable set (MRVS) form? Select 2 Answers from the below options.
- Other rows of this multi-row variable set
2. Other variables outside of this multi-row variable set on the catalogue item form.
(Rome) How often does the system delete Flow Designer-related entries from the Variables [var_dictionary] table if they have not been used for more than a year?
Monthly
Who is able to contribute if no User Criteria is specified for ‘Can Contribute’ in a Knowledge Base?
Knowledge Base Managers
(Rome) What system property should you use to set a timeout value that overrides the default timeout when the workflow action is cancelled in Flow Designer?
com.glide.cs.fdih.interactive.timeout