CSA SNAF Additional items Flashcards
Who roles are required to impersonate other users?
1) “admin”
2) “impersonator”
How are impersonations logged?
They’re logged in the System Log.
“glide.sys.log_impersonation” needs to be set to true in order to see impersonation events.
What are the restrictions for impersonating a user?
When impersonating a user with an application-specific admin role (i.e., HR to Security Incident Response), you cannot access the application-admin-specific features, unless you already have those roles.
You also can change the password of any user with an application admin role.
What is “Employee Center Portal”?
It is a unified portal that helps connect systems across the enterprise to create a centralized experience for employees.
Its a one-stop-shop for internal employee needs.
Special info regarding “Reference Fields”
If you type a name that does not exist, it will not be allowed.
These fields display a magnifier icon to the right.
What components support the Services and Service Offerings?
Configuration Items, which can also be hardware.
What do “Related Lists” contain?
They contain information related to the record:
-SLAs
-Impacted Services
-Service Offerings
What is the “Service Operations Workspace”?
It is a purpose-build workspace designed to meet the needs of Service Desk agents.
What does the “Agent Assist” Icon do?
Its that little graduation cap icon.
It provides suggested resolutions or knowledge articles for the agent.
What other options share the same pane as “Agent Assist”?
1) Experts on-call (little headset icon)
2) Attachments (paperclip icon)
3) Templates
Where do you provide additional information to accompany a “Resolution Code”?
In the “Resolution Notes” section below “Resolution Code”
What are the (4) ITSM processes?
1) Incident
2) Change
3) Problem
4) Request
What does an instance URL look like?
https://<instance>.service-now.com</instance>
How does a System Admin enable the “Dark Theme” for users?
setting the “glide.ui.polaris.dark_themes_enabled” to “TRUE”.
Navigation: What is an alternative way to update the default logo?
All > System Properties > My Company
