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CSA 2023 (Tokyo/Utah) > Configure Self-service > Flashcards

Configure Self-service Flashcards

1
Q

What is used to customize baseline portals?

A

Service Portal Designer

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2
Q

Why would you build a self service-portal?

A

To simplify access to information

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3
Q

What are the 5 baseline portals?

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

What is a Service Catalog?

A

A robust ordering system for services and products offered by various departments for users

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5
Q

What organizes Service Catalog into logical groups?

A

Categories

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6
Q

What roles allow you to manage Service Catalog and its items?

A

admin and catalog_admin

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7
Q

Can categories in a Service Catalog have parent-child relationships?

A

Yes

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8
Q

What allows you to create or edit catalog items (or record producers) using a guided and visual experience?

A

The Catalog builder

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9
Q

How looks the process of Request Management after ordering a Catalog Item?

A
  1. Request (REQ#)
  2. Requested item (RITM#)
  3. Catalog Task (SCTASK#)
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10
Q

What are Catalog tasks?

A

Catalog tasks are used to source items and fulfill requests.

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11
Q

When users are able to order an item?

A

After it is published in the Service Catalog

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12
Q

What are variables?

A

Variables capture and pass on information about choices a customer makes when ordering a catalog item. Variables help define the structure of a catalog item form that is displayed to the customer.

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13
Q

Are variables local or global by default?

A

Global

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14
Q

Where do you navigate to create new item or modify existing?

A

All > Service catalog > Catalog Definitions > Maintain Items

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15
Q

What are the common variables types?

A
  • multiple choice
  • select box
  • single-line text
  • reference
  • checkbox
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16
Q

What is a Variables Set?

A

A container for Catalog Variables, a collection of variables that can be shared between catalog items.

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17
Q

What establishes the sequence for displaying information in a Service Catalog?

A

The order field. The item with order field 100 displays as first, with 200 second etc.

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18
Q

What are Service Catalog major components?

A
  1. Items
  2. Variables (and its sets)
  3. Record Producer
  4. Flows
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19
Q

What is a Record Producer?

A

A Record Producer is an interface used as an alternative to lists and forms. Appears as simplified forms allowing users to provide information that is translated into task-based records being added or modified in the database

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20
Q

Where can a Record Producer be used?

A

Anywhere in the platform

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21
Q

What is a Record Producer?

A

A Record Producer is a specific type of catalog item that allows end users to create task-based records, such as incident records, from the Service Catalog

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22
Q

Can you create requested item records from Record Producers?

A

No

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23
Q

What is an Order Guide?

A

An Order Guide assists customers in ordering a complete set of needed items and to help users see item relationships.
Questions can be used to present items to users with only relevant questions and choices.

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24
Q

What does an Order Guide help with?

A

To assist in determining what the users need and to order multiple, related items as one request.

25
Q

What does Requested Item records do?

A

Requested Items manage the delivery of each individual item in the request.

26
Q

What are Catalog Tasks? SCTASK#

A

Assigned tasks needed to complete the delivery of each Request Item from start to finish

27
Q

What are the progress stages for an Requested Item?

A
  1. Waiting for approval (In Progress)
  2. Approved
  3. Pending (has not started)
  4. Fulfillment (In Progress)
  5. Deployment/Delivery
  6. Completed
28
Q

What do User Criteria in Service Catalog?

A

Define conditions that are evaluated against users to determine which users can access Service Catalog items

29
Q

How can you apply User Criteria in a Service Catalog?

A
  1. To single catalog item
  2. To entire Category of catalog items
30
Q

Where can you apply the User Criteria from?

A
  1. The item form
  2. The category form
  3. User criteria form
31
Q

Can you use templates to create Catalog Items?

A

Yes

32
Q

What is a Flow Designer?

A

A Flow Designer is a non-technical interface for building and enabling process automation capabilities, known as flows.

33
Q

What automate flows?

A

Flows automate business logic for a particular application or process such as approvals, tasks, notifications and record applications.

34
Q

Where do you launch the Flow Designer?

A

All > Process Automation > Flow Designer

35
Q

What roles are required to work with the Flow Designer?

A
  • flow_designer
  • flow_operator
  • action_designer
36
Q

What does a flow consist of?

A

A trigger and one or more actions

37
Q

What do you need to access to create or view a flow as diagrams?

A

Flow Diagramming View

38
Q

What does the diagramming view for flows offer?

A

Features for working with flows in a visual diagram.

39
Q

With what trigger types does the Flow diagramming view only display?

A
  1. Record triggers
  2. Date triggers
  3. Inbound Email
  4. Service Catalog
  5. SLA Task
40
Q

Triggers can be:

A
  1. Record-based (runs after a record has been created or updated)
  2. Date-based (runs at the specified date and time or scheduled intervals)
  3. Application-based (starts a flow when a app-specific condition is met)
41
Q

What are the flow. components?

A
  1. Trigger
  2. Conditions
42
Q

What is a trigger in a flow?

A

An activity that initiates the flow

43
Q

What is a condition in a flow?

A

A statement that determines when or how an action runs.

44
Q

Actions (in a flow) are:

A

Operations executed by the system, such as looking u a record, updating a field, requesting approval, wait for condition or logging a value.

45
Q

In Flow Designer, the most recent actions are from the:

A

Last 7 days for all Flow Designer users

46
Q

What are the differences between Flow Designer and Workflow editor?

A

FD is no-code, good for integrations, for SLA task trigger flows, promotes process automation

Workflow Editor is when process requires complex/scripted flow logic, when SLA Timer is required

47
Q

Process Automation Developers (PAD), Citizen Developer:

A

enables owners to author cross-enterprise workflows and create a single unified process. It is used to provide end users with simplified, task-oriented view of your process.

48
Q

What is a Data Pill picker?

A

It is a field in Flow Designer that opens a search box you can use to dot-walk to select related records

49
Q

Where can you change the flow in the Service Catalog item form?

A

In the Process Engine tab

50
Q

What is a Virtual Agent (VA)?

A

A Virtual Agent is a conversational platform that helps users obtain information, make decision and perform common tasks within a messaging interface.

51
Q

Do users have an option to switch to a human agent from Virtual Agent?

A

Yes

52
Q

What offers Virtual Agent?

A

Virtual Agent offers a web-based interface available for:
- Service Portal,
- iOS and Android mobile environments,
- supports Flow Designer and 3rd paty messaging apps through SN adapters for Slack, Teams and Facebook Messenger

53
Q

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

A
  • REQ# (Request)
  • RITM# (Requested Item)
  • SCTASK# (Service Catalog Task)
54
Q

Which module is used to add, update or remove Catalog items?

A

Maintain Items

55
Q

What represents questions asked when ordering a catalog item?

A

Variables

56
Q

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

A

All > Process Automation > Flow Designer

57
Q

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

A

Data Pill

58
Q

What are the components of a Flow Designer flow?

A

Trigger and one or more actions

CSA 2023 (Tokyo/Utah) (10 decks)

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