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CSA > BeingFluid > Flashcards

BeingFluid Flashcards

1
Q

Which one is a server-side script?

A

Business Rule

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2
Q

Automated Chatting agent available on the service portal is commonly referred to as?

A

Virtual Agent

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3
Q

How can users interact with agents at their convenience through Virtual agent?

A

Asynchronous chat in the web channel

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4
Q

List three of the Virtual agent capabilities!

A

Answering FAQs
Providing tutorial (“how to”) information
Performing diagnostics

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5
Q

List three things a Virtual Agent can access!

A

Knowledge Bases
Service Catalog
Querying or updating system records (for example, get the status on cases or incidents)

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6
Q

The ServiceNow virtual agent provides assistance within a messaging interface.

Which capability allows end users to configure virtual agent to intercept and help resolve submitted incidents?

A

Issue Auto Resolution

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7
Q

Link unfurling enables previews of which three kinds of URLs in virtual agent conversations?

A

Texts
Videos
Images

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8
Q

Which conversational interface allows you to preview and modify a catalog item in catalog builder?

A

Virtual Agent

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9
Q

List three Virtual Agent offer a web-based interface for?

A

Service Portal
iOS
Android

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10
Q

How can you deactivate link unfurling feature in Virtual agent conversations?

A

By updating system property com.glide.cs.enable_link_unfurling to false.

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11
Q

Which three, third-party messaging apps are supported by Virtual Agents?

A

Workplace
Microsoft Teams
Slack

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12
Q

What generates a content-rich preview when a supported link is shared in a conversation with a user, a virtual agent, or in a text-based bot response.

A

Link unfurling

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13
Q

Each update set is stored in the _______ table?

A

sys_update_set

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14
Q

Navigate here to create an update set:

A

All > System Update Sets > Local Update Sets

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15
Q

To retrieve an update set from a remote instance, in the Production instance, navigate to:

A

All > System Update Sets > Update Sources

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16
Q

What happens to changes on the same object in multiple update sets when update sets are merged?

A

The most recent change to the object will be saved in the merged update set

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17
Q

The most recent change to the object will be saved in the merged update set

A

All > System Update Sets > Retrieved Update Sets

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18
Q

ServiceNow recommends limiting Update Sets to a maximum of _____ records to reduce the number of potential conflicts and make it easier to identify and review changes.

A

100

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19
Q

What are the steps for applying an update set to an instance? (3)

A

Retrieve
Preview
Commit

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20
Q

Where can you view a series of customizations?

A

Update Set

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21
Q

Navigate here to to retrieve an update set:

A

All > System Update Sets > Retrieved Update Sets

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22
Q

Navigate here to export an update set:

A

All > System Update Sets > Local Update Sets

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23
Q

Determines which of the application’s resources are available to other applications in the instance.

A

Scope

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24
Q

Name the table where Update Sets write changes to?

A

sys_update_xml

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25
Q

To load data for an update set, navigate to:

A

All > System Import Sets > Load Data

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26
Q

What is common between CIs, Users, Groups?

A

Any changes to these are not captured in an update set

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27
Q

Can Update sets be merged?

A

Yes

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28
Q

What is the state an update set must be in to transfer it to another instance?

A

Complete

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29
Q

Can you revert update set versions?

A

Yes

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30
Q

What is the format of an exported Update Set?

A

xml

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31
Q

List three types of tasks available via All > Service Desk > My Work:

A

Requests
Security Cases
Visual Task Board Tasks

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32
Q

Navigate here to locate active tasks assigned to yourself.

A

Service Desk > My Work

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33
Q

List three things that Visual Task Boards allow you to do!

A

Manage your tasks through a visual, drag-and-drop interface
Identify process bottlenecks at a glance
Track activity to view updates all in one place

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34
Q

What is any record that can be assigned or completed by a user?

A

Task

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35
Q

When using sorting criteria for Visual task boards who has access to create, edit, or delete the criteria?

A

The owner of the VTB

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36
Q

What is the sequence of conditions in an SLA definition?

A

Start, Pause, Stop

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37
Q

Which table stores the Task SLA records for the SLA’s attached to particular tasks?

A

task_sla

38
Q

What is SLM?

A

Service Level Management

39
Q

What automatically assigns tasks to users or groups?

A

Assignment Rules

40
Q

Real-time editing allows you to edit records in real-time as well as see edits (indicated by a pulse icon) saved by other users using interfaces or devices such as (name four):

A

Visual Task Boards
Service Portal
ServiceNow Mobile apps
Apple Watch

41
Q

Navigate here to create an assignment rule

A

System Policy > Rules > Assignment

42
Q

List three statements about Tasks!

A

Tasks lead to quicker resolution times
Tasks are repeatable processes
Tasks minimize the possibility of human error

43
Q

What is a collaboration tool with special user interface for presenting tasks?

A

Visual Task Board

44
Q

As it relates to Task Management, SLA is an abbreviation for what?

A

Service Level Agreement

45
Q

Which module displays a list of tasks assigned to a user’s group, but not yet assigned to an individual user?

A

My Groups Work

46
Q

Are comments visible by all users?

A

Yes

47
Q

Types of SLA (SLA, OLA, UC) are defined in which field?

A

Type Field

48
Q

Navigate here to set configurable properties for the SLA Engine

A

Service Level Management > Properties > SLA Engine

49
Q

Name four Elements of a Visual Task Board (VTB)

A

Title
Cards
Lanes
Quick Panels

50
Q

List four types of tasks available via All > Service Desk > My Work:

A
51
Q

What uses machine-learning to determine field values during creation?

A

Predictive Intelligence

52
Q

What is the quickest way to navigate back to a recently viewed record?

A

Select the record from the History tab

53
Q

What creates a new record and closes the form?

A

Submit

54
Q

Navigate here to create a new relationship role

A

Configuration > Suggested Relationships

55
Q

Where do users personalize their user interface?

A

System Settings

56
Q

What is the Now Platform’s cloud-based computing model?

A

Application Platform-as-a-Service (aPaaS)

57
Q

What are the three Now Platform interfaces?

A

Now Platform User Interface
ServiceNow Mobile Apps
Service Portal

58
Q

What are users without any assigned role permissions?

A

Self-Service users

59
Q

Which feature in ServiceNow helps improve Collaborative Efforts?

A

User Presence

60
Q

What’s a module and application in the example Incident > create new

A

Incident is an application and create new is the module

61
Q

What is used to search the whole instance for records?

A

Global Search

62
Q

Protects applications by identifying and restricting access to available artifacts and data.

A

Scope

63
Q

Prevents naming conflicts and allows the contextual development environment to determine what changes, if any, are permitted.

A

Scope

64
Q

Is assigned to an application when it is first created and cannot be changed.

A

Scope

65
Q

Which script object in ServiceNow runs when an object is updated, inserted, displayed, deleted or queried?

A

Business Rule

66
Q

Why is considered good practice to customize your instance without scripting?

A

It is easier to debug and fix configuration changes vs. a script after an upgrade.

67
Q

What type of client script runs when a cell on a list changes value through use of the List editor?

A

onCellEdit()

68
Q

What are the scripts that run in a web browser called?

A

Client side

69
Q

Which two run scripts client-side?

A

UI Policy
Client Script

70
Q

Are Business rules real time?

A

Not

71
Q

Based on the condition, it can be decided when to make it visible/hidden

A

UI Policies

72
Q

only enforce on data entered into a form or list (passing through the UI)

A

UI Policies

73
Q

are applied to all data entered into the platform: form (UI), import sets, or web services.

A

Data policies

74
Q

What do you configure to instruct fields how to behave on a form when a UI policy is triggered?

A

UI Policy Action

75
Q

Is Business Rule a piece of JavaScript?

A

Yes

76
Q

List two things that JellyScripting is used for!

A

UI Macros.
UI Pages e.g. CMS

77
Q

To turn on the Save button/UI Action that show “Save”, “Insert”, and “Insert and Stay” buttons on forms navigate to:

A

All > System Properties > UI Properties

78
Q

What is the shared scratchpad object?

A

g_scratchpad

79
Q

What are the 3 ways to interact with the Now platform?

A

Next Experience Unified Navigation
Now Mobile App
Service Portal

80
Q

Which plugin allows users to install multiple applications, application customizations or plugins at once?

A

Continuous Integration and Continuous Delivery (CICD) Spokebatch install

81
Q

The first time you log into a Next Experience instance, ______________ is available to help you get acquainted with the unified navigation.

A

an Onboarding Component

82
Q

Multiple choice, single line text, and select box are what type of elements in ServiceNow?

A

Variable Types

83
Q

Name four features of the main screen element for Banner Frame in the Next Experience Unified Navigation:

A

Global Search
User Menu
Help Icon
Contextual App Pill

84
Q

What role is required to publish reports in ServiceNow?

A

report_publisher

85
Q

Which is selected to impersonate another user?

A

User menu

86
Q

Which plugin needs to be activated in order to translate the content of a catalog item to multiple languages?

A

Localization framework plugin

87
Q

Where in ServiceNow can users author cross-enterprise workflows and create a single and unified process?

A

Process Automation Designer

88
Q

Name four features of the main screen element for All Menus in the Next Experience Unified Navigation:

A

All (Applications & Modules)
History
Navigation Filter
Favorites

89
Q

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

A

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

90
Q

Name three of the Useful features headings:

A

Start you day here
Understand key data through visuals
Expand your knowledge

91
Q

Which two OSs are available for Now Mobile:

A

Apple iOS
Google Android

92
Q
A

CSA (5 decks)

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