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CSA 2023 (Tokyo/Utah) > Bonus Content > Flashcards

Bonus Content Flashcards

1
Q

What does Knowledge Management?

A

Knowledge Management allows users to create, categorize, review, approve, and browse important information in a centralized location that is shared by the entire organization.

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2
Q

Where does Knowledge content exist?

A

Knowledge content exists within a knowledge base managed by one or more Knowledge Managers.

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3
Q

What does a Knowledge Management Guided setup provide?

A

Knowledge Management guided setup provides a sequence of tasks that help Administrators configure Knowledge Management for your instance. To open Knowledge Management guided setup, navigate to All > Knowledge > Administration > Guided Setup.

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4
Q

How to create a Knowledge Base without Guided Setup?

A
  1. Navigate to All > Knowledge > Administration > Knowledge Bases
  2. Click New
  3. Populate the form as
    appropriate
  4. Right-click the form
    header and select Save
  5. View or configure items in
    the related list section
  6. Click Update
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5
Q

How is a Knowledge Base structured?

A

The Knowledge homepage displays knowledge articles organized by Knowledge Base and Category.

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6
Q

User criteria in a KB:

A

User Criteria defines conditions that are evaluated against users to determine which users can create, read, write, and retire knowledge articles.

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7
Q

How does Localization work in a KB?

A

Knowledge articles may be published in multiple languages and set to show only articles in the user’s selected language.

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8
Q

User Criteria outcomes include:

A
  1. canRead: users who can read all Knowledge Base articles
  2. cantRead: users who cannot read, create, or modify articles in the Knowledge Base
  3. canContribute: users who can read, create, and modify articles in the Knowledge
    Base
  4. cantContribute: users who cannot create or modify articles in the Knowledge Base
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9
Q

KB Wrokflows:

A

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

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10
Q

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

A
  1. Knowledge – Approval Publish
  2. Knowledge – Approval Retire
  3. Knowledge – Instant Publish
  4. Knowledge – Instant Retire
  5. Knowledge – Publish Knowledge
    6, Knowledge – Retire Knowledge
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11
Q

The Import a Word Document feature allows you to:

A

upload more than one document at a time. When uploading multiple documents, one article is created for each uploaded item.

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12
Q

How to import a Word document into a KB?

A
  1. Navigate to All > Knowledge > Articles > Import Articles
  2. Select the Knowledge Base
  3. Select the Category* (not mandatory)
  4. Add the Word file (drag and drop or browse for the file)
  5. Click Import
  6. Click Continue
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13
Q

One article can be linked with:

A

ONLY one Knowledge Base

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14
Q

What is the module used to import Word docs as articles?

A

All > Knowledge > Articles > Import Articles

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15
Q

What access does a user need to import articles into a KB?

A

Can contribute

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16
Q

What module can be used by all users to view Knowledge content by category?

A

All > Self-service > Knowledge

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17
Q

Which role can manage multiple KBases?

A

knowledge_admin

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18
Q

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

A

Workflows

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19
Q

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

A

User criteria

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20
Q

What do templetes?

A

Templates allow form fields to be populated automatically, simplifying the process of generating new records.

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21
Q

How to view templates?

A

Click the More options icon ( ) from the form header, then Toggle Template Bar to work with templates.

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22
Q

How to access templates in a Workspace?

A

In the workspace, select and open a record.
1. When the record opens, click the Template icon in the contextual side panel.
2. Two list types display in the contextual side panel.
All displays all available templates, and My Templates displays personal custom form templates.
3. Use the (+) plus icon to create a new template.

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23
Q

How to manually send emails directly from any record in the ServiceNow platform?

A
  1. CLASSIC
    * Open a record
    * Navigate to More options > Email
  2. WORKSPACE:
    * Open a record
    * Navigate to More options > Compose Email
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24
Q

How to activate the email client?

A

The email client is activated with the Email Client plugin (com.glide.email_client), which is active by default on the Now Platform. If not, add email_client attribute to a table

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25
Q

What are Quick Messages?

A

You can create predefined content to add in the email client so that users can write emails consistently and efficiently.

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26
Q

How to create a QM?

A

1.Navigate to Email Client > Quick Messages
2. ClickNew
3. Populate the fields
accordingly
4. Click Submit

27
Q

Quick Messages:

A

recognize Rich-text HTML

28
Q

Are attachments part of a quick message?

A

No, if you add attachments to the quick message, the attachments are not sent as part of the email distribution.

29
Q

what is the role that enables creating QM?

A

email_client_quick_message_author

30
Q

Once predefined content has been created,

A

it can be used by others to insert predefined content into the message body of emails.

31
Q

To replace message content with a quick message,

A

highlight the text to replace and then select a quick message.

32
Q

what can be used to auto-populate the most used fields on a form?

A

Form template

33
Q

What can you use t create predifined content for emails?

A

Quick messages

34
Q

Use ServiceNow® Instance Scan

A

to interrogate your instance for configurations that indicate health issues and identify opportunities to address best practices.

35
Q

The Instance
Scan dashboard is a

A

system wide visual representation of the health of your instance.
The dashboard helps you to manage and analyze the results of full scan against your instance.

36
Q

Instance Scan Checks

A

Checks are singular focused rules that detect anomalies or opportunities in an instance. These checks can run against tables, records, or metadata.

37
Q

Checks are defined to

A

identify security, upgrade best practices, manageability, user experience and performance vulnerabilities.

38
Q

Instance Scan Suites

A

A suite is a collection of individual checks and suites associated together. All child suites are executed when a parent suite is used in a scan.

39
Q

Instance Scan Results and Findings

A

A finding is a reference to a record that has violated a rule from a check on the instance. You can find the source record and the number of times the record triggered rules of a given check.

40
Q

Instance Scan Table Cleanup

A

Instance Scan offers table cleanup policies to erase previous scan results. You can also modify table cleanup policies by entering any customized time period.

41
Q

HealthScan

A

is an automated scanning tool.

HealthScan uses definitions to compare an instance with ServiceNow’s best practices.
The tool spots and reports areas that need improvement.

42
Q

What dashboards help you monitor you instance performance and health?

A
  1. Performance Dashboard
  2. Instance Scan Results
43
Q

What tool uses definitions to compare an instance with SNow best practices?

A

HealthScan

44
Q

Which tool can help you identify days and times when transaction volumes are high or low?

A

Performance Dashboard

45
Q

What is a family release?

A

A family is a set of releases that are named after a major city, such as San Diego or Tokyo.

46
Q

What is an Upgrade?

A

Upgrading is the act of moving to a release that is in a different family than your current release.

47
Q

What is an Update?

A

Updating is the act of moving from one patch or hotfix to another within the same release family.

48
Q

What is a Patch?

A
  • supports existing functionality with a collection of problem fixes
  • generally does not include new features
49
Q

Hit Fix

A
  • supports existing functionality with a specific problem fix
  • may include previous fixes
  • does not include new features
50
Q

Feature:

A
  • introduces new features
  • includes all avialable fixes
  • is PROD oriented
51
Q

Where can you monitor upgrade process?

A

in Upgrade Monitor

52
Q

Upgrade Center

A

helps you plan and manage your upgrades. The Upgrade Center consists of modules targeted to help predict, evaluate, track, and administer upgrades.

53
Q

Rollbacks or backups:

A

When you plan an upgrade, remember that ServiceNow does not provide a universal rollback option.

54
Q

In what order should you upgrade
your instances?

A
  1. Development
  2. Test
  3. Production
55
Q

What is the act of moving from one patch or hotfix to another within the same release family?

A

Updating

56
Q

Where can you find information on upgrading your instance(s)?

A

community.servicenow.com Docs.servicenow.com

57
Q

What is GUID?

A

Global Unique Identifier

58
Q

What is Access Control definition?

A
  1. Operation
  2. Object
  3. Permissions (roles, conditional expressions, scripts - AND logic)
59
Q

Access Control List rules run:

A
  1. Row- level
  2. column (field) level
60
Q

Business rules run:

A

When there is some kind of database operation (insert or update record)

61
Q

Business rules are:

A

Server side

62
Q

Business rule order of execution:

A
  1. Query
  2. Display
  3. Before
  4. After
  5. Async (queued)
63
Q

CRUD is:

A

Create, read, update (write), delete

CSA 2023 (Tokyo/Utah) (10 decks)

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