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CSA Exam for EMs > CH5: Self Service > Flashcards

CH5: Self Service Flashcards

1
Q

Service Portal Designer is to do what?

A

Customize baseline self-service portals

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2
Q

What 5 portals are available in the platform baseline?

A
  1. Employee Center (/esc)
  2. Service portal (/sp)
  3. Knowledge (/kb)
  4. Change Advisory Board Workkbench (/cab)
  5. Instance Security (/isc)
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3
Q

Are there portals that require additional licensing? Y or N

A

Yes, Ex: Employee Center Pro

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4
Q

Is the Consumer Service Portal (/csp) external facing? Y or N

A

Yes, CSP is a B2C portal (Consumers and only for a 1 consumer)

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5
Q

Is the Customer Support Portal (/csm) external facing? Y or N

A

Yes, CSM is a B2B portal (All Accounts, Partners, and Contacts)

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6
Q

A knowledge article can be associated to more than 1 knowledge base? T or F

A

False, An article can only be associated with 1 KB

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7
Q

Knoeledge articles are groupd by what?

A

A Category

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8
Q

User Criteria within Knowlwdge are assign at what level?

A

The Knowledge Base level (Think of KB User criteria as roles assigned to a Group. Permissions are inherited)

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9
Q

The publishing and retirement processes fro a KB article is controlled by what?

A

Workflows defined for the KB that the article belongs to.

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10
Q

There are 6 KB workflows avail in SN. Which 2 are sublows used to define your own workflow?

A
  1. Knowledge - Publish Knowledge
  2. Knowledge - Retire Knowledge
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11
Q

Is Service Catalog the same as Request Management? T or F

A

False, Service catalog allowsa user to search for something they wish to order or request. Request Management fulfills the request

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12
Q

Record Producers are a type of ______ item the produces a ____ record?

A

Catalog, Task

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13
Q

_________ provide questions to help requesters specify what item, option, or service to order?

A

Variables

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14
Q

A collection of variables that can be shared bewtween catalog items?

A

Variable sets

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15
Q

An interface used an alternative to list and forms in the Service Catalog?

A

Record Producer

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16
Q

T or F? Variables are global by default?

A

TRUE

17
Q

Can a record producer create in incident record? Y or N

A

Yes

18
Q

What starts a Flow?

A

A Trigger

19
Q

When are Spokes activated?

A

Once the parent applicatin is activated

20
Q

Spokes contain?

A

Flow Designer triggers and actions dedicated to a particular application

21
Q

Flow has 3 Triggers. Bane them.

A
  1. Record based
  2. Application based
  3. Date based
    (RAD)
22
Q

What is the benefit of Process Automation Designer (PAD)?

A

An owners to create cross-enterprise workflows and create a single process.

23
Q

Vitual agent is a form of ________________ using natural language?

A

Articfical Intelligence (AI)

24
Q

What 3 items are created when an order is placed for a catalog item?

A
  1. REQ #
  2. RITM #
  3. SCTASK #
25
Q

Which module is used to manage catalog items?

A

Maintain Items

26
Q

What represents questions asked when ordering a catalog item?

A

Variables

27
Q

Where is the data from an action stored so it can be used in subsequent actions in the flow?

A

Data Pill

28
Q

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

A

Knowledge > Articles > Import Articles

29
Q

What access does a user need to be able to import articles to a knowledge base?

A

Can contribute

30
Q

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

A

Workflows

31
Q

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

A

User Criteria

32
Q

What is attached to a catalog item and determines the fulfillment process?

A

Workflow or Flow Designer Flow

33
Q

What represents multiple related items grouped as one request?

A

Order Guide

34
Q

What subscription do you need to integrate Flow Designer with external instances and third-party applications?

A

IntegrationHub

35
Q

Which module is used to create or edit flow designer flows?

A

Process Automation > Flow Designer

36
Q

Where is the data from an action stored so it can be used in
subsequent actions in the flow?

A

Data Pill

37
Q

What are the components of a Flow Designer flow?

A
  1. Trigger
  2. One or more Actions
38
Q
A

CSA Exam for EMs (11 decks)

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