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ServiceNow CSA Prep (San Diego) > Collaboration > Flashcards

Collaboration Flashcards

1
Q

What are the four steps to assign tasks in ServiceNow:

A

Add users to groups
Apply roles to groups
Assign tasks to groups
Assign tasks to users

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2
Q

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

A

My Groups Work

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3
Q

What is the difference between Work notes and Additional Comments?

A

Work notes are visible to only those who can view the task

Additional comments are visible to the customer (requester)

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4
Q

Which tab contains the activity stream for a task?

A

Notes

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5
Q

Which tool enables users to see who is online when you are working in an instance?

A

User Presence

It facilitates synchronous collaboration within one record

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6
Q

What can trigger a notification?

A

Record inserted or updated
Event is fired
A script

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7
Q

What is used to get information from tables through referenced fields?

A

Dot-Walking

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8
Q

Which 3 tabs are used to configure an email notification?

A

When to send
Who will receive
What it will contain

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9
Q

Where can users define notification channels and manage subscriptions?

A

All>System Settings>Notifications

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10
Q

Which module opens the Report Designer interface?

A

All>Reports>View/Run

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11
Q

Name 3 ways of sharing a report with other people in the organization?

A

Scheduled email
Export to pdf
Publish

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12
Q

What are the 4 tabs to guide the user through creating a new report in the report designer?

A

Data, Type, Configure, and Style

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13
Q

What should you consider when exporting a report to pdf and sharing the exported file?

A

Information may be obsolete

Access control is not enforced on exported data

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14
Q

What are Assignment rules and where can you find them?

A

Assignment rules are used to automatically set a value in the Assigned to and/or Assignment group fields of a task record.

You can view assignment rules by navigating to the All > System Policy > Rules > Assignment module.

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15
Q

What are Assignment lookup rules and where can you find them?

A

Assignment rules that only applies to incident records

All > System Policy > Rules > Assignment Lookup Rules

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16
Q

What is a ServiceNow task?

A

Any record that can be assigned or completed by a user in ServiceNow. It is a repeatable process

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17
Q

What are some of the tables that extend the Task [task] table?

A

Problem [problem]

Incident [incident]

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18
Q

What are some task-specific functionalities?

A 
Approvals
Assignments
Service Levels
Inactivity Monitors
Flow (Flow Designer)
19
Q

An assignment rule must meet what criteria to execute?

A

The Task record has been created (or modified) and then saved on a form.

The Task record must be unassigned (no values in the Assigned to or Assignment group fields).

The assignment rule is the first rule that matches the specified table and conditions. If more than one assignment rule matches the conditions, only the rule with the lowest Order value runs.

20
Q

What is Predictive Intelligence?

A

Uses machine-learning algorithms to set field values during record creation

21
Q

Where can you find all active tasks/work assigned to you or your group (but not yet to an individual user)?

A

Service Desk > My Work

Service Desk > My Groups Work

22
Q

What is real-time editing?

A

Real-time editing is an extension of user presence and improves collaboration by allowing 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 Visual Task Boards, Service Portal, ServiceNow Mobile apps, and Apple Watch. This collaboration reduces record resolution from days to minutes.

23
Q

What is/does the activity stream inline editor offer?

A

It enables users to contribute to actual work within a record without opening a form interface
Opens from list view

24
Q

What does the Visual Task Boards allow you to do? (3)

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

25
Q

What are the four common elements of a Visual Task Board?

A

Taskboard Tools (header, offers settings etc)

Quick Panel (below taskboard tools)

Lanes (middle)

Cards (several cards inside the lanes)

26
Q

What are the three types of Visual Task Boards?

A

Freeform
- boards are not based on field values from record lists, and records do not update when cards are moved

(Data Driven) Guided boards
- boards are based on fields values from record lists and records update when cards are moved

(Data Driven) Flexible
- based on fields values from record lists and records do not update when cards are moved

27
Q

What items are shown under the Notes tab?

A 
Work Notes (behind the scenes work on a task, not customer visibile)
Additional Comments (Customer Visible)

Activity: provides the history of the record (who, what, when of a record update); the funnel icon in the top-right of the Activity section allows you to filter by activity category

28
Q

What is one way to get started with Visual Task Boards?

A

Self-Service > Visual Task Boards

29
Q

Which of the following are ways to collaborate with team members on Tasks (4)?

A

User Presence
Activity Stream
Work Notes
Connect Chat

30
Q

How can an admin confirm if an email notification went out?

A

System Mailboxes > Outbound > Outbox

31
Q

When can you send a notification through a system?

A

When a record is inserted and/or updated in a specified table if the specified conditions are met

Can also be sent when an event is fired in the Platform or when configured via a script

32
Q

Where can you find the notifications that are currently defined on the Now Platform?

A

System notifications > Email > Notifications

33
Q

When configuring an email notification, where can you choose field values from the record to include within the message?

A

Select variables

34
Q

Which three tabs are used to configure an email notification?

A

When to send
Who will receive
What it will contain

35
Q

Which feature allows users to manage which notifications they receive about various activities occurring in the platform?

A

Subscription

36
Q

Where can users set their notifications subscription preferences?

A

Preferences > Notifications

37
Q

What can trigger a notification?

A

Record inserted or updated

Event is fired

A script

38
Q

How is dot-walking used when configuring a notification?

A

Identify recipient (Users/Groups in fields)

Populate data in the notification (${number} or ${URI_REF})

39
Q

What are the four tabs used to guide the user through creating a new report in the Report Designer?

A

Data: name of report, data source
Type: report visualization format
Configure: group data, run calculations
Style: look of the report (colors, legends)

40
Q

Where can you access existing reports as well as creating new ones?

A

Reports > View/Run (new opens Report Designer)

Reports > Administration

41
Q

What is the recommended way to share a report?

A

Using the Share option in the upper right side of the report form is the recommended way to share a report. Sharing ensures the report data is always up to date when the report is run. Other options generate a static report, or make it publicly available.

42
Q

What are some ways to distribute a report?

A

Share (yourself, everyone, specific users/groups)
Schedule (scheduled email with report as an attachment)
Add to Dashboard
Export to PDF
Publish

43
Q

How can you generate a report from a list?

A

Use the Column Context Menu of a list to create a bar or pie chart report fort an entire list or a pre-filtered list

ServiceNow CSA Prep (San Diego) (6 decks)

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