CH5: Self Service Flashcards
Service Portal Designer is to do what?
Customize baseline self-service portals
What 5 portals are available in the platform baseline?
- Employee Center (/esc)
- Service portal (/sp)
- Knowledge (/kb)
- Change Advisory Board Workkbench (/cab)
- Instance Security (/isc)
Are there portals that require additional licensing? Y or N
Yes, Ex: Employee Center Pro
Is the Consumer Service Portal (/csp) external facing? Y or N
Yes, CSP is a B2C portal (Consumers and only for a 1 consumer)
Is the Customer Support Portal (/csm) external facing? Y or N
Yes, CSM is a B2B portal (All Accounts, Partners, and Contacts)
A knowledge article can be associated to more than 1 knowledge base? T or F
False, An article can only be associated with 1 KB
Knoeledge articles are groupd by what?
A Category
User Criteria within Knowlwdge are assign at what level?
The Knowledge Base level (Think of KB User criteria as roles assigned to a Group. Permissions are inherited)
The publishing and retirement processes fro a KB article is controlled by what?
Workflows defined for the KB that the article belongs to.
There are 6 KB workflows avail in SN. Which 2 are sublows used to define your own workflow?
- Knowledge - Publish Knowledge
- Knowledge - Retire Knowledge
Is Service Catalog the same as Request Management? T or F
False, Service catalog allowsa user to search for something they wish to order or request. Request Management fulfills the request
Record Producers are a type of ______ item the produces a ____ record?
Catalog, Task
_________ provide questions to help requesters specify what item, option, or service to order?
Variables
A collection of variables that can be shared bewtween catalog items?
Variable sets
An interface used an alternative to list and forms in the Service Catalog?
Record Producer
T or F? Variables are global by default?
TRUE
Can a record producer create in incident record? Y or N
Yes
What starts a Flow?
A Trigger
When are Spokes activated?
Once the parent applicatin is activated
Spokes contain?
Flow Designer triggers and actions dedicated to a particular application
Flow has 3 Triggers. Bane them.
- Record based
- Application based
- Date based
(RAD)
What is the benefit of Process Automation Designer (PAD)?
An owners to create cross-enterprise workflows and create a single process.
Vitual agent is a form of ________________ using natural language?
Articfical Intelligence (AI)
What 3 items are created when an order is placed for a catalog item?
- REQ #
- RITM #
- SCTASK #
Which module is used to manage catalog items?
Maintain Items
What represents questions asked when ordering a catalog item?
Variables
Where is the data from an action stored so it can be used in subsequent actions in the flow?
Data Pill
What is the module used to import Word
documents as articles?
Knowledge > Articles > Import Articles
What access does a user need to be able to import articles to a knowledge base?
Can contribute
What tool controls the publishing and retiring process for knowledge
articles?
Workflows
What is used to determine user access to knowledge bases or a
knowledge article?
User Criteria
What is attached to a catalog item and determines the fulfillment process?
Workflow or Flow Designer Flow
What represents multiple related items grouped as one request?
Order Guide
What subscription do you need to integrate Flow Designer with external instances and third-party applications?
IntegrationHub
Which module is used to create or edit flow designer flows?
Process Automation > Flow Designer
Where is the data from an action stored so it can be used in
subsequent actions in the flow?
Data Pill
What are the components of a Flow Designer flow?
- Trigger
- One or more Actions
