BeingFluid Flashcards
Which one is a server-side script?
Business Rule
Automated Chatting agent available on the service portal is commonly referred to as?
Virtual Agent
How can users interact with agents at their convenience through Virtual agent?
Asynchronous chat in the web channel
List three of the Virtual agent capabilities!
Answering FAQs
Providing tutorial (“how to”) information
Performing diagnostics
List three things a Virtual Agent can access!
Knowledge Bases
Service Catalog
Querying or updating system records (for example, get the status on cases or incidents)
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?
Issue Auto Resolution
Link unfurling enables previews of which three kinds of URLs in virtual agent conversations?
Texts
Videos
Images
Which conversational interface allows you to preview and modify a catalog item in catalog builder?
Virtual Agent
List three Virtual Agent offer a web-based interface for?
Service Portal
iOS
Android
How can you deactivate link unfurling feature in Virtual agent conversations?
By updating system property com.glide.cs.enable_link_unfurling to false.
Which three, third-party messaging apps are supported by Virtual Agents?
Workplace
Microsoft Teams
Slack
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.
Link unfurling
Each update set is stored in the _______ table?
sys_update_set
Navigate here to create an update set:
All > System Update Sets > Local Update Sets
To retrieve an update set from a remote instance, in the Production instance, navigate to:
All > System Update Sets > Update Sources
What happens to changes on the same object in multiple update sets when update sets are merged?
The most recent change to the object will be saved in the merged update set
The most recent change to the object will be saved in the merged update set
All > System Update Sets > Retrieved Update Sets
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.
100
What are the steps for applying an update set to an instance? (3)
Retrieve
Preview
Commit
Where can you view a series of customizations?
Update Set
Navigate here to to retrieve an update set:
All > System Update Sets > Retrieved Update Sets
Navigate here to export an update set:
All > System Update Sets > Local Update Sets
Determines which of the application’s resources are available to other applications in the instance.
Scope
Name the table where Update Sets write changes to?
sys_update_xml
To load data for an update set, navigate to:
All > System Import Sets > Load Data
What is common between CIs, Users, Groups?
Any changes to these are not captured in an update set
Can Update sets be merged?
Yes
What is the state an update set must be in to transfer it to another instance?
Complete
Can you revert update set versions?
Yes
What is the format of an exported Update Set?
xml
List three types of tasks available via All > Service Desk > My Work:
Requests
Security Cases
Visual Task Board Tasks
Navigate here to locate active tasks assigned to yourself.
Service Desk > My Work
List three things that Visual Task Boards allow you to do!
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
What is any record that can be assigned or completed by a user?
Task
When using sorting criteria for Visual task boards who has access to create, edit, or delete the criteria?
The owner of the VTB
What is the sequence of conditions in an SLA definition?
Start, Pause, Stop
Which table stores the Task SLA records for the SLA’s attached to particular tasks?
task_sla
What is SLM?
Service Level Management
What automatically assigns tasks to users or groups?
Assignment Rules
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):
Visual Task Boards
Service Portal
ServiceNow Mobile apps
Apple Watch
Navigate here to create an assignment rule
System Policy > Rules > Assignment
List three statements about Tasks!
Tasks lead to quicker resolution times
Tasks are repeatable processes
Tasks minimize the possibility of human error
What is a collaboration tool with special user interface for presenting tasks?
Visual Task Board
As it relates to Task Management, SLA is an abbreviation for what?
Service Level Agreement
Which module displays a list of tasks assigned to a user’s group, but not yet assigned to an individual user?
My Groups Work
Are comments visible by all users?
Yes
Types of SLA (SLA, OLA, UC) are defined in which field?
Type Field
Navigate here to set configurable properties for the SLA Engine
Service Level Management > Properties > SLA Engine
Name four Elements of a Visual Task Board (VTB)
Title
Cards
Lanes
Quick Panels
List four types of tasks available via All > Service Desk > My Work:
What uses machine-learning to determine field values during creation?
Predictive Intelligence
What is the quickest way to navigate back to a recently viewed record?
Select the record from the History tab
What creates a new record and closes the form?
Submit
Navigate here to create a new relationship role
Configuration > Suggested Relationships
Where do users personalize their user interface?
System Settings
What is the Now Platform’s cloud-based computing model?
Application Platform-as-a-Service (aPaaS)
What are the three Now Platform interfaces?
Now Platform User Interface
ServiceNow Mobile Apps
Service Portal
What are users without any assigned role permissions?
Self-Service users
Which feature in ServiceNow helps improve Collaborative Efforts?
User Presence
What’s a module and application in the example Incident > create new
Incident is an application and create new is the module
What is used to search the whole instance for records?
Global Search
Protects applications by identifying and restricting access to available artifacts and data.
Scope
Prevents naming conflicts and allows the contextual development environment to determine what changes, if any, are permitted.
Scope
Is assigned to an application when it is first created and cannot be changed.
Scope
Which script object in ServiceNow runs when an object is updated, inserted, displayed, deleted or queried?
Business Rule
Why is considered good practice to customize your instance without scripting?
It is easier to debug and fix configuration changes vs. a script after an upgrade.
What type of client script runs when a cell on a list changes value through use of the List editor?
onCellEdit()
What are the scripts that run in a web browser called?
Client side
Which two run scripts client-side?
UI Policy
Client Script
Are Business rules real time?
Not
Based on the condition, it can be decided when to make it visible/hidden
UI Policies
only enforce on data entered into a form or list (passing through the UI)
UI Policies
are applied to all data entered into the platform: form (UI), import sets, or web services.
Data policies
What do you configure to instruct fields how to behave on a form when a UI policy is triggered?
UI Policy Action
Is Business Rule a piece of JavaScript?
Yes
List two things that JellyScripting is used for!
UI Macros.
UI Pages e.g. CMS
To turn on the Save button/UI Action that show “Save”, “Insert”, and “Insert and Stay” buttons on forms navigate to:
All > System Properties > UI Properties
What is the shared scratchpad object?
g_scratchpad
What are the 3 ways to interact with the Now platform?
Next Experience Unified Navigation
Now Mobile App
Service Portal
Which plugin allows users to install multiple applications, application customizations or plugins at once?
Continuous Integration and Continuous Delivery (CICD) Spokebatch install
The first time you log into a Next Experience instance, ______________ is available to help you get acquainted with the unified navigation.
an Onboarding Component
Multiple choice, single line text, and select box are what type of elements in ServiceNow?
Variable Types
Name four features of the main screen element for Banner Frame in the Next Experience Unified Navigation:
Global Search
User Menu
Help Icon
Contextual App Pill
What role is required to publish reports in ServiceNow?
report_publisher
Which is selected to impersonate another user?
User menu
Which plugin needs to be activated in order to translate the content of a catalog item to multiple languages?
Localization framework plugin
Where in ServiceNow can users author cross-enterprise workflows and create a single and unified process?
Process Automation Designer
Name four features of the main screen element for All Menus in the Next Experience Unified Navigation:
All (Applications & Modules)
History
Navigation Filter
Favorites
If the 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
Name three of the Useful features headings:
Start you day here
Understand key data through visuals
Expand your knowledge
Which two OSs are available for Now Mobile:
Apple iOS
Google Android
