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ServiceNow CSA > CSA Study Sheet NIght #3 > Flashcards

CSA Study Sheet NIght #3 Flashcards

1
Q

What does “Knowledge Management” in ServiceNow offer?

A

A centralized location for the creation, categorization, viewing, and governance of information related to the flow of work.

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2
Q

What are the (2) ways you can access knowledge in ServiceNow?

A

-Platform UI
-Knowledge Management Service Portal homepage (aka “Knowledge Portal”)

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3
Q

What are “Featured Articles”?

A

Articles selected by System Administrators or KB managers for special attention.

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4
Q

How are “Most Useful” articles ranked?

A

Based on the percentage of readers who marked them as helpful.

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5
Q

What does “Most Viewed” depict in the context of Knowledge?

A

It shows the latest viewing trends.

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6
Q

How can users filter knowledge articles?

A

By Knowledge Bases, Category, Author, Rating, Last modified, and View Count.

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7
Q

How can users give feedback on an article?

A

They can indicate its helpfulness, rate its quality from 1 to 5 stars, add comments, and flag for revisions.

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8
Q

How can users SHARE a knowledge article?

A

Copy its permalink and paste it into an email, text message, etc.

Note: Security and access settings apply to the link.

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9
Q

How can users suggest revisions to an article?

A

Flagging an article allows a user to suggest a revision, without it being displayed to other users.

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10
Q

What functionality does the Social Q&A feature offer when active for a Knowledge Base (KB)?

A

Users can ask and respond to questions, vote on helpful questions and answers, and the questions appear in the Social Q&A KB.

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11
Q

What is a “Knowledge Article”?

A

A record in a knowledge base that provides information to consumers.

Ex: Policies, Self-help tips, troubleshooting, and resolution steps.

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12
Q

What are the current article type options?

A

HTML or Wiki

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12
Q

How can you populate a knowledge base with articles? (4 ways)

A

-Create articles directly
-From cases or incidents
-importing Word files
-integrating with an external WebDAV compliant source.

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13
Q

Describe the process of importing a Knowledge Article.

A

You can import multiple articles at once.

  1. Drag and drop or “browse files”
  2. Click import
  3. Select “Publish”, which triggers the assigned publish workflow.
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14
Q

When importing a Word document, what styles and elements are preserved?

A

Title, Headings, Images, Links, Bold text, Italic text, Underlined text, Ordered/Unordered lists, Tables.

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15
Q

What are the (4) user criteria associated with Knowledge?

A

-canRead
-cantRead
-canContribute
-cantContribute

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16
Q

What are the functions of ServiceNow’s Virtual Agent?

A

Answering FAQs, providing tutorials, querying/updating records, gathering data, performing diagnostics, resolving multi-step problems, working with file attachments during live chat, and more.

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17
Q

How does Virtual Agent integrate with other platforms?

A

It supports Flow Designer and third-party messaging apps like Slack and Teams.

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18
Q

What are Topic Blocks in Virtual Agent?

A

Reusable components to run common tasks in Virtual Agent conversations.

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19
Q

What are examples of Products in the Service Catalog?

A

Computer equipment, Software, Furniture, or Office supplies.

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20
Q

What are examples of Services in the Service Catalog?

A

-Work requests
-Support requests
-Password resets

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21
Q

How are products and services organized in the Service Catalog?

A

They are organized into categories and subcategories.

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22
Q

Navigation: Where can you find a list of catalog items in ServiceNow?

A

Service Catalog -> Catalog Definitions -> Maintain Items

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23
Q

What is the purpose of Workflows in the Service Catalog?

A

They define a fulfillment process, or how the item is processed.

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24
Q

What purpose do Service Requests serve in the Service Catalog?

A

They allow users to request services, such as reporting an IT issue or changing a password.

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25
Q

Under which category can you find “Create Incident” in the Service Catalog?

A

In the “Can we help you?” category.

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26
Q

Why are forms in ServiceNow referred to as “record producers”?

A

Because they add a record to a system table.

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27
Q

What permissions do System Administrators (“admin”) have in relation to the Service Catalog?

A

They can manage all aspects, including catalogs, categories, catalog items, and scripting functions like creating business rules.

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28
Q

What is the distinction between Catalog Administrators (“catalog_admin”) and Sys Admins (“admin”) in their roles within the Service Catalog?

A

Catalog administrators can manage all aspects of the Service Catalog, excluding scripting functions.

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29
Q

What are the responsibilities of Catalog Managers (“catalog_manager”)?

A

They can modify a service catalog, including its categories and items. They can also assign catalog editors and reassign the catalog to a different manager.

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30
Q

How does the role of Catalog Editors (“catalog_editor”) differ from that of Catalog Managers (“catalog_manager”)?

A

Catalog Editors can perform the same functions as a catalog manager, including assigning other editors, but they cannot reassign the catalog manager.

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31
Q

What is the role of Catalog Builder Editors (“catalog_builder_editor”) in the Service Catalog?

A

They can create and maintain items in the Catalog Builder using accessible templates.

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32
Q

How can one create or edit catalog items in ServiceNow?

A

By using Catalog Builder, a visual and guided experience that allows delegation of catalog creation and maintenance.

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33
Q

What are the (5) common Variable types?

A

1) Multiple Choice
2) Select Box
3) Single Line Text
4) Reference
5) Checkbox

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34
Q

What is the “Multiple Choice” variable type used for in ServiceNow?

A

It creates radio buttons for user-defined choices.

35
Q

What is the “Multiple Choice” variable type used for in ServiceNow?

A

It creates radio buttons for user-defined choices.

36
Q

What does the “Select Box” variable type generate in ServiceNow?

A

It creates a user-defined choice list.

37
Q

Describe the “Single Line Text” variable type in ServiceNow.

A

It is a text input field.

38
Q

What purpose does the “Reference” variable type serve in ServiceNow?

A

It specifies a record in another table.

39
Q

How is the “Checkbox” variable type in ServiceNow represented?

A

It creates a Boolean (true/false) check box.

40
Q

What is a “Record Producer” in ServiceNow?

A

An interface used as an alternative to lists/forms. It appears as simplified forms and translates into task-based records being added or modified in the database.

41
Q

What is an “Order Guide” in the Service Catalog?

A

It assists customers in ordering a complete set of needed items and helps them identify item relationships.

42
Q

What is the significance of “REQ#” in Service Catalog?

A

It’s a request number generated to keep track of an order, which can contain one or many items.

43
Q

What does “RITM#” represent in Service Catalog?

A

It represents Requested Item [sc_req_item] which manages the delivery of each individual item in the request.

44
Q

What is the purpose of “SCTASK#” in the Service Catalog?

A

It represents Catalog Task [sc_task] which are the assigned tasks required to complete the delivery of each Request Item from start to finish.

45
Q

What is “Flow Designer” in ServiceNow?

*Basic description

A

It is a non-technical interface for building and enabling process automations, called “flows”.

It automates business logic such as approvals, tasks, notifications, and record operations.

46
Q

Navigation: How do you access Flow Designer?

A

Process Automation -> Flow Designer

47
Q

What are the (5) benefits of Flow Designer?

A

1) Single environment to build and visualize business processes.
2) Configuration & runtime information to create, operate, and troubleshoot flaws from a single interface.
3) Natural-language descriptions of Flow logic.
4) Enables subject matter experts to develop/share reusable actions.
5) Extend flow content via IntegrationHub or installing spokes.

48
Q

When should you use Flow Designer? (3)

A

1) To orchestrate business processes across services with little technical user knowledge.
2) To reduce technical debt; simplify upgrades & deployments.
3) To integrate with 3rd party systems.

49
Q

When SHOULDN’T you use Flow Designer? (2)

A

1) If logic is already developed using Workflow Editor.
2) ServiceNow Instance is running Jakarta or older versions.

50
Q

What are the components of a Flow in Flow Designer?

A

It consists of a trigger and one or more actions.

51
Q

How do you access the Help Panel in Flow Designer?

A

Click the question mark icon in the main header.

It provides info about:
-working with data/spokes
-building actions and flows
-guided tours

52
Q

What is a “Trigger” in Flow Designer?
***

A

A trigger starts a flow when its conditions are met.

Can be:
-record-based
-schedule-based
-application-based

53
Q

Explain the types of triggers in Flow Designer.

A

1) Record-based: Initiates with a new record, like an incident.
2) Schedule-based: Triggers at a preset day/time.
3) Application-based: E.g., when an email starts a flow or an associated application spoke is activated.

54
Q

What are “Actions” in Flow Designer?

A

Operations executed by the Flow Designer:

-Looking up a record
-Updating a field
-Requesting approval
-Logging a value.

55
Q

What are “Conditions” in Flow Designer?

A

Statements that determine when or how an action runs.

56
Q

What does the ServiceNow “Core Spoke” contain? (5 actions)

A

-Ask for Approval
-Create Record
-Delete Record
-Lookup Record
-Wait for Condition

57
Q

What are “Data Pills” in Flow Designer?

A

Data pills represent inputs, and store outputs used in subsequent actions in the flow. Can be drag/dropped or selected (.e., “X >X > X >”).

58
Q

What is the “Process Automation Designer (PAD)” in ServiceNow?

A

PAD allows process owners to author cross-enterprise workflows in one interface, connecting multiple flows/actions and guiding end-users in a task-oriented way.

Processes documented in PAD are called “Playbooks”.

59
Q

What are the (4) Key features of “Process Automation Designer (PAD)”?

A

1) Consolidates separate business pocesses.
2) Defines consistent record lifecycles.
3) Passes data between activities/stages.
4) Manages activities in a Kanban-style board.

60
Q

What are the (5) Standard Integrations in ServiceNow?

A

1) Login (SSO).
2) LDAP.
3) Communications (emails).
4) Monitoring.
5) Discovery & System Management.

61
Q

What is the major benefit of IntegrationHub in ServiceNow?

A

It reduces the need for code, ensuring discoverability and reuse.

62
Q

What is “Scripting” in ServiceNow”?

A

The customization of an instance and/or applications using JavaScript.

63
Q

Where can JavaScript execute in ServiceNow?

A

JavaScript can execute on the client side (web browser) or the server side (ServiceNow Database).

64
Q

What is a “User Interface (UI) Policy”?

A

A rule applied to a form, to dynamically change information or the form itself.

They execute on the client side and can instantly implement updates to forms/lists.

65
Q

What are the uses of “UI Policies”?

A

Set fields on a form to be:
-Mandatory/Optional
-Hidden/Visible
-Read-only/Editable

66
Q

What is a “Data Policy” in terms of UI Policies?

A

A rule that enforces data consistency by setting fields as mandatory and/or read-only, THUS standardizing data across the organization.

67
Q

What are “UI Actions”?

A

UI Actions can define custom functionality to make the UI more interactive, customizable, and user activity-specific.

Includes:
-Form buttons, context menus, and links
-List Buttons, Context Menus, Choices and Links

68
Q

What are “Client Scripts” in ServiceNow?

A

They make “real-time” UI changes, especially to forms.

Supported scripts include:
-onCellEdit()
-onChange()
-onLoad()
-onSubmit()

69
Q

What are “Business Rules”?

A

Configurations that are set to run when a record is:
-displayed
-inserted
-updated
-deleted
-queried.

They can run before/after, asynchronously, or upon display of the database actions.

70
Q

Navigation: How do you access “IntegrationHub”?

A

Integration Hub -> IntegrationHub Import

71
Q

Navigation: How do you acess the “Process Automation Designer (PAD)”?

A

Process Automation -> Process Automation Designer.

72
Q

Navigation: How do you access “UI Policies”?

A

System UI -> UI Policies

73
Q

Navigation: How do you access “UI Actions”?

A

System Definitions -> UI Actions

OR

System UI -> UI Actions

74
Q

Navigation: How do you access “Client Scripts” in ServiceNow?

A

System Definition -> Client Scripts

75
Q

Navigation: How do you access “Business Rules”?

A

System Definition -> Business Rules

76
Q

When does a “Business Rule” execute in ServiceNow?

A

This is determined by the “When” setting, which can be Before, After, Async (queued), or Display.

77
Q

What are the Key Points about Business rules?

A

MOST CUSTOMIZATION HAPPENS VIA BUSINESS RULES.

They don’t monitor form fields in real-time but rather watch records as they’re inserted or updated.

78
Q

What are “Plugins” in ServiceNow?

A

They offer additional system functionality within an instance.

79
Q

Navigation: How do you access “Plugins”?

A

System Definition -> Plugins

80
Q

What is an “Update Set” in ServiceNow?

A

A group of customizations that can be moved from one instance to another, allowing admins to group changes and migrate them.

81
Q

What types of configurations are captured in an “Update Set”?

A

-Business Rules
-Client Scripts
-Fields (structure, not data)
-Forms and Form Sections
-Report Definitions
-Table Views
-Roles
-Published Workflows

82
Q

What is NOT captured by “Update Sets”?

A

-New Data Records
-Modified Data Records
-Tasks
-Modified CIs
-New Users and Groups
-Schedules
-Scheduled Jobs
-Dashboards.

83
Q

What are the steps of processing an “Update Set”?

A

1) Retrieve
2) Preview
3) Commit

84
Q

What is the recommended record limit for “Update Sets”?

A

It’s recommended to limit Update Sets to 100 records or fewer to reduce potential conflicts.

ServiceNow CSA (7 decks)

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