CSA Test 3 Flashcards
- Correctness is a KPI that is an aggregation of the Orphan, Staleness and Duplicate metrics according to the correctness scorecard weight settings.
- Completeness is a KPI that is an aggregation of the Required and Recommended metrics according to the completeness scorecard weight settings.
- Compliance is based on the results of actual CMDB audit runs.
Under Request Something
- Tangible (e.g. hardware, software, servers) entities
- Intangible (e.g. business services, email) entities
- Configuration Item
Explanation
A configuration item (CI) is both tangible (e.g. hardware, software, servers) entities or intangible (e.g. business services, email) entities.
The configurations are stored in a configuration management database (ServiceNow CMDB), which consists of Configuration Items (CI) as entities that are part of your environment.
A CI may be:
A physical (tangible) entity, such as a computer or router
A logical (intangible) entity, such as an instance of a database
Conceptual, such as a Requisition Service
*(Asterisk)
Explanation
Using the asterisk wildcard tells the system to return records where our search term appears anywhere in the string.
A per cent sign at the beginning or the end of a search term searches for values that start or end with that search term.
An equal sign searches for values that equal the search term.
An exclamation mark in conjunction with another wildcard character search for values that do not match (e.g. !* for do not contain, != for do not equal).
Delegated Development
Explanation
Delegated Development is granted to non-administrators for them to be able to develop applications.
Question mark icon
Explanation
You can access resources like ServiceNow documents and user guides by selecting the question mark icon.
The system user guide enables you to create end-user help documentation specific to your organisation’s policies and procedures. A default help page in the base system displays help documents for system navigation and other basic operations.
The user guide provides the tools for designing help portal pages containing feature-specific help documents. You can create custom help pages and deploy them in various ways using controls in the system. User guide documents are grouped in relevant sections on a help page using a two-column format. You can display the sections and the documents within them in any order. You can display a section on more than one help page. The user guide is supported in Core UI.
Custom tables
Explanation
A table is a collection of records in the database. Each record corresponds to a row in a table, and each field on a record corresponds to a column on that table.
Administrators and application developers can create custom tables to store application data. After creating a table, you can modify field types and labels. Custom tables do not exist in the base system.
Now Platform application subscriptions include custom table entitlements. You can create custom tables for any purpose up to the entitlement limit in the subscription.
Note 1: To minimise the existence of unneeded and extraneous tables in an instance, don’t overdo table creation. Create only those tables you need to minimise administrative tasks and shorten upgrade times.
Note 2: When you create a new custom table, several fields appear in the Table Columns embedded list. For all tables, required system fields are added automatically. You cannot delete or modify these fields.
Sys_popup
Explanation
On forms, the reference icon appears by populated reference fields. Clicking the icon opens a read-only preview of the referenced record.
You can use a table’s sys_popup form view to configure the pop-up form fields that appear when pointing to a reference icon.
If the table has no sys_popup view, the pop-up uses the default view.
Note: When using a reference icon in Service Portal, a form opens using the form’s default view rather than a popup view.
User Menu > Preferences > Display
Explanation
You can organise form sections and related lists into tabs in classic forms by navigating to ‘User Menu > Preferences > Display’ in the Next Experience UI.
In the classic environment, you can enable or disable form tabs in the ‘System Settings’ by clicking the gear icon in the banner frame () and toggling the ‘Tabbed forms’ option.
Tabbed forms offer a useful way to make forms and related lists take up less space by reducing the scrolling done to navigate the form so that you can navigate directly to form sections.
View existing homepages
Explanation
A homepage is a ServiceNow interface that consists of navigational elements, functional controls, and system information. Responsive dashboards and Next Experience experiences provide a similar interface with additional functionality.
The homepage feature is deprecated. If the Next Experience UI is enabled, upgrading customers can view existing homepages but cannot create homepages or edit existing homepages. Responsive dashboards and Analytics Center dashboards take over homepage functionality. You can use the Homepage deprecation help tool to convert the homepages on your instance to responsive dashboards.
Note 1: If you are using responsive dashboards, you can convert your homepage to a dashboard. Advantages include new sharing functionality and easier layout management.
Note 2: If Unified Navigation is enabled, it is not possible to create new homepages or edit existing homepages.
No coalesce
Explanation
If no coalesce is defined in the import process, all imported rows are treated as new records, and existing records are not updated.
Common Service Data Model
Explanation
Common Service Data Model (CSDM) provides standard fields and values for tracking life cycle stages and stage statuses for CIs.
Using these standard values consistently across applications helps track assets through their life cycle effectively.
Streamline life cycle management by migrating all life cycle fields and field values across the platform into a CSDM standard set of fields with a standard set of values.
Then, to maintain consistency, continue to use only the standard fields and values when updating or creating CIs.
Use a pre-populated mappings table that specifies mappings from legacy life-cycle fields and values into the standard Life cycle stage and Life cycle status fields.
Implement these standards to help monitor and manage asset life cycles effectively.
Using standard life cycle values is important in scenarios such as:
Event Management and Operational Intelligence need to know if a CI is in maintenance to handle alerts accordingly.
Cloud Insights need to know the state of a CI to report cost data effectively.
Audit and Compliance need to use standard life cycle values to generate consistent tasks and workflows.
You must activate life cycle migration to migrate legacy life cycle values in the system to the CSDM standard fields and values.
Style
Explanation
You can choose colours, title and chart properties under the Style tab.
You can define the report grouping under the Configure tab.
You can select the visualisation format under the Type tab.
You can enter a Report name, Source type and a table or data source under the Data tab.
Attachments
Explanation
You can create email client templates to pre-determine the recipients, sender configuration, subject, and content of emails that you send from the email client. Your email client template is applied automatically in the email client based on the specified table, conditions, and execution order.
You can include attachments from emails while replying or forwarding emails by selecting the Include attachment from email option in the Email Client Template.
This helps improve productivity and the user experience for configurable workspaces by including attachments from emails while replying to or forwarding emails.
Note 1: This option applies only to response emails in a configurable workspace. You can find it in the response templates below:
replyall-received
reply-received
forward-sent
reply-sent
replyall-sent
forward-received
Note 2: To provide users with pre-defined content to manually add to the email client, you can create a quick message.
The other options in this question are configurable, but they cannot be included in an Email Client Template.
It is a set of interconnected applications and hosts configured to offer a service to an organization
Explanation
An application service is a set of interconnected applications and hosts configured to offer a service to the organisation. Application services can be internal, like an organisation email system or customer-facing, like an organisation website. You can use the Application Services module on the CSDM navigation pane to create your application service.
An application service has an entry point, which lets users access the application service. If you are at the planning stage and do not know the entry points for an application service, you can create the application service without entry points. Such an application service is referred to as an empty application service, to which you can add entry points at any later time.
All application services created in the wizard are set with the application service classification.
Service Mapping, if activated, can automatically discover and map application services as described in Application service mapping. A discovered application service contains the CIs and the connections between them that Service Mapping discovered and mapped.
No special role
Explanation
No special role is required to access the template bar or apply available templates. You can toggle the template bar, which hides or shows it for all forms. The template bar appears at the bottom of the form. You can click a template, which appears in blue text, to apply them to the form.
Depending on your access, you can use the template bar to apply, edit, and create templates.
The ability to configure or apply templates created by others depends on user access controls within the template.
Ensuring there is an active life-cycle rule corresponding to each target class in a life-cycle policy
Explanation
The requirements for using the CMDB Data Manager have changed since the Utah release.
To use CMDB Data Manager, you no longer need to set up the Common Service Data Model (CSDM) environment or activate the CSDM Activation plugin (com.snc.cmdb.csdm.activation) or map and migrate legacy life-cycle values into the CSDM standard values.
However, you must ensure that there is an active life-cycle rule corresponding to each target class in a life-cycle policy, such as Retire, Archive, or Delete. You can also customise predefined life-cycle rules to reflect processes in your organisation.
Life-cycle rules support the transition of CIs through life-cycle stages as implemented by CMDB Data Manager policies. A life-cycle rule specifies the retirement conditions for a class, reflecting processes and protocols in your organisation. A life-cycle rule is required for each targeted class in a Retire, Archive, and Delete CMDB Data Manager policy.
Note 1: Life-cycle rules in the base system are inactive, and you must activate any rule that you want to use with a life-cycle CMDB Data Manager policy. To activate a life-cycle rule, set its Active attribute to true.
Note 2: Each CMDB class can be associated with only a single rule. Life-cycle rules are stored in the CMDB Retirement Custom Definitions [cmdb_retirement_custom_definitions] table.
Data Discovery
Explanation
Data Discovery [sn_data_discovery] enables customers to identify sensitive data within a ServiceNow instance to classify, protect, and report. Data Discovery is customisable for your organisation’s needs with custom filters and workflows.
You can use Data Discovery to identify sensitive data within an instance, such as credit card information, emails, or social security numbers.
Data Discovery runs a user-defined set of jobs on a set of tables. The jobs search for and report sensitive information for review on the Data Discovery dashboard. When running, a scheduled job automatically uses all active data patterns and target tables.
Here are the other options:
Data Classification: To group data by type using pre-defined or user-defined data classifications.
Data Privacy: To classify sensitive data, remove personally identifiable information (PII) from user data in a production instance, and anonymise data in non-production instances.
Data Filtration: To control access to tables and records based on subject attributes when performing read queries.
Data Separation: To restrict access to sensitive data based on a lens hierarchy and its leaf node.
In Catalog Builder
Explanation
In Catalog Builder, you can view how a catalogue item appears in a conversational interface and modify the item if required.
You can create or edit a catalogue item (catalogue item or record producer) using a visual and guided experience along with specified restrictions. The Catalog Builder experience enables you to delegate the creation and maintenance of the catalogue.
https://docs.servicenow.com/csh?topicname=create-item-cat-builder.html&version=latest
Requested For
Explanation
You can request a catalogue item on behalf of another user or multiple users using the Requested For variable.
Delegated request experience comprises the following entities:
Requested For variable for a catalogue item.
Requested For field on a requested item (RITM)
Note: The form views, list views, and email notifications are not updated to reflect the Requested For field on a RITM.
Requested For:
Before submitting a catalogue item request, this variable helps you specify who this request can be submitted for. You should specify this information while answering catalogue item questions.
Important:
You can only specify users from the User [sys_user] table.
If you don’t specify the default value for this variable, the currently logged-in user requesting the item is considered the default Requested For variable value.
You can submit the request for a user based on access to a catalogue item. The catalogue item’s Access Type field can be used to specify if a request can be submitted for a user who does not have access to the catalogue item.
Using the ‘Enable also request for’ field of the Requested For variable, you can request a catalogue item for different users under one request.
Important:
You can add this variable to a catalogue item or variable set. However, when submitting the request, a catalogue item can have only one Requested For variable.
You can add only one Requested For variable for a variable set.
This variable is not supported in a multi-row variable set. After submitting the request, this variable value is visible in the variable editor and variable summarizer.
A permalink
Explanation
The knowledge article view page in Knowledge Management Service Portal displays the knowledge article details, including the article number, short description, and article content. You can also click Copy Permalink to copy the URL of the latest article version to the clipboard.
Using a permalink is the best way to share a knowledge article with another user.
List report
Make sense of data to drive decisions and services
Consolidate disparate Configuration Item (CI) data into a single Configuration Management Database
Regularly maintain complex data for accuracy
Explanation
Some of the IT challenges that can be solved with the CMDB are:
consolidating disparate Configuration Item (CI) data into a single Configuration,
regularly maintaining complex data for accuracy and
making sense of data to drive decisions and services.
Select Share
Explanation
The Share option on the upper right side of the report form is recommended for sharing 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.
Reference
A script that sets the ‘answer’ variable to true or false
Roles
Conditions
Explanation
Rules for access control lists (ACLs) restrict access to data by requiring users to pass a set of requirements before interacting with it.
An ACL rule only grants a user access to an object if the user meets all of the matching ACL rule’s permissions.
The condition must evaluate to true.
The script must evaluate to true or return an answer variable with the value of true.
The user must have one of the roles in the required roles list. If the list is empty, this condition evaluates to true.
[Record ACL rules only] The matching table-level and field-level ACL rules must both evaluate to true.
In summary, Conditions, roles, and a script that sets the ‘answer’ variable to true or false can be configured in an access control rule.
Database Views
Extensions
Many-to-Many
One-to-One
Explanation
Tables can be related to each other in one of these ways:
One-to-Many relationships establish a parent-child relationship between two tables.
Many-to-Many relationships allow a list to point to a list of entries, rather than to a single field.
Database Views defines table joins for reporting purposes.
Extensions enable one or more child tables to share fields and records with a parent table.
Import Sets cannot add data to encrypted fields.
You can import data from several different file formats or external data sources.
Creating an extremely large import set can cause delays and system outages.
Explanation
Creating an extremely large import set can cause delays and system outages.
Import Sets run as the ‘System’ user and, therefore, cannot add data to encrypted fields.
You can import data from several different file formats or external data sources.
A transform map is a set of field maps that define the relationships between fields in an import set and fields on a table.
The Import Set Deleter scheduled job cleans up old import set data (i.e. older than seven days) every day at midnight.
Provides natural-language-descriptions of flow logic
Provides configuration and runtime information to create, operate and troubleshoot flows from a single interface
Promotes process automation by enabling subject matter experts to develop and share reusable actions
Explanation
Flow Designer provides a single environment to build and visualise business processes.
It allows extending flow content by subscribing to IntegrationHub or installing spokes.
Flow Designer provides configuration and runtime information to create, operate, and troubleshoot flows from a single interface.
It also provides natural-language descriptions of flow logic and promotes process automation by enabling subject matter experts to develop and share reusable actions.
A map to determine relationships between fields displayed in an import set to fields in an existing table
Explanation
A transform map is a set of field maps that determine the relationships between fields in an import set and fields in an existing ServiceNow table, such as Incident [incident] or User [sys_user].
Web Browser
Explanation
ServiceNow client-side scripts run in a web browser.
The web browser is the client and the only thing installed on the client.
Client scripts allow the system to run JavaScript on the client (web browser) when client-based events occur, such as when a form loads, after form submission, or when a field changes value.
User criteria [user_criteria]
Explanation
User Criteria [user_criteria] defines conditions evaluated against users to determine which users can access catalogue items.
You can apply several user criteria records to a single catalogue item or category. In this situation, users match only one of these criteria records to have access.
Topic blocks
Explanation
Virtual Agent provides pre-built topic blocks that topic authors or admins can use to perform specific platform-related functions or tasks in bot conversations. For example, certain topic blocks enable you to check agent availability or generate AI Search results.
The ‘Topic blocks’ feature creates reusable components to run common tasks in Virtual Agent conversations.
Topic blocks simplify the topic authoring and maintenance process by enabling you to reuse standard procedures or actions across conversation topics.
- Business rules are not real-time and do not monitor fields on a form
- UI Actions can execute both client-side and server-side
- Data Policy can be run as a UI policy client-side
Explanation
Business rules are not real-time and do not monitor fields on a form.
UI Actions can execute both client-side and server-side.
Data Policy can be run as a UI policy client-side.
UI policies are only enforced on data entered into a form or list (passing through the UI).
Client scripts execute on the browser but may also run when a database lookup is needed.
- incident_time_worked
- incident_sla
- incident_metric
ref_ac_columns
Explanation
ref_ac_columns attribute is used to list all the columns you want visible on a reference field’s drop-down list on a task form. ref_ac_columns specifies the list of reference table columns to display. You should separate column names with a semi-colon.
Here are some other dictionary attributes:
ref_auto_completer specifies the name of the client-side JavaScript class that creates the drop-down auto-completion choices.
ref_ac_columns_search enables auto-complete to match the text in the columns listed in the ref_ac_columns attribute. Set this attribute to true to allow the auto-complete to match the text in all reference field columns. By default (or when this attribute is false), auto-complete only matches the text in the display value column.
ref_ac_order_by specifies the reference table column that sorts the auto-completion choices.
- Relevancy
- Views
- Newest
- Alphabetical
Explanation
You can configure widget instance options for the knowledge sort widget on the Knowledge Management Service Portal search results page.
The search results page uses the Knowledge Result Sort widget to provide sort options for the returned list of results. You can use the widget instance options to customise the sort options.
You can sort knowledge articles by Relevancy, Views, Newest and Alphabetical attributes in ascending and descending orders when searching for a knowledge article on the Knowledge portal.
Views: sorts by the number of article views.
Newest: sorts by the date created or updated.
Alphabetical: sorts alphabetically by the article Short description field.
Relevancy: sorts by relevance to the search term.
Additionally, you can refine the article list by applying filters such as their category and rating.
Compact Cards
Explanation
‘Compact Cards’ allows you to see more information on the same screen real estate when using Visual Task Boards.
‘Compact Cards’ decreases the lane width and card information.
Thumbnail images do not appear on the card in this mode.
All of them can be disabled
Explanation
You can submit feedback for knowledge articles in these ways:
Flag an article as incorrect or inappropriate.
Provide a rating value for the article.
Mark an article as helpful or not helpful.
View comments, add a new comment, or reply to existing comments.
All of the above knowledge feedback options can be disabled at the knowledge base level.
If ‘Disable Suggesting’ is checked at the Knowledge Base level, the ‘Flag Article’ button does not appear for any articles belonging to that knowledge base.
If the ‘Disable rating’ is checked at the Knowledge Base level, the star rating option does not appear for any articles belonging to that knowledge base.
If the ‘Disable Mark as helpful’ is checked at the Knowledge Base level, the ‘Mark as helpful’ option does not appear for any articles belonging to that knowledge base.
If the ‘Disable commenting’ is checked at the Knowledge Base level, writing comments to an article is disabled for all articles belonging to that knowledge base.
- Catalog Item
- Catalogs
- Categories
Explanation
Users with the Catalog Administrator [catalog_admin] role can manage the Service Catalog application, including catalogs, categories and items, but not including scripting functions available to administrators [admin].
Record-based
Confirm this is correct. I thought it was application?
External User Self-Registration
(com.snc.external_user_self_registration)
Explanation
You can use External User Self-Registration (com.snc.external_user_self_registration) plugin to onboard a large volume of external users to your instance.
This feature enhances identity verification to improve customer experiences and supports commonly used registration flows.
External User Self-Registration enables a large group of users to register to a ServiceNow app without an administrator’s help.
A self-registration flow consists of a custom ServiceNow app. After configuring an app with necessary tables, an administrator would configure the registration, including a pre-registration flow, field mapping, post-registration mapping, captcha, role mapping and post-registration flow.
- Text size can be increased to 200% through your browser settings
- Text-to-speech labels that you hear match the labels you see on the screen
- The screen reader speaks new content without distributing the current flow
Explanation
Here are some of the accessibility enhancements in the Service Portal application:
Identify input purpose: Personal information (for example, name and address) are auto-filled when filling out forms so that you don’t have to input the information manually.
Resize text: Text size can be increased to 200% through your browser settings.
Reflow: Content can be zoomed up 400% without loss of functionality.
Non-text contrast: Graphics have a non-text colour contrast of 3:1 minimum.
Text spacing: Spacing between lines, words, and letters is increased when the browser text spacing tool is turned on.
Content on hover or focus: Content can be viewed on hover or focus, enabling adequate time to perceive content and can be dismissed when unintentionally triggered.
Label in name: Text-to-speech labels that you hear match the labels you see on the screen. You can directly activate the speech-input controls on the page with fewer surprising changes of focus.
Status messages: New content is spoken by the screen reader without disturbing the current flow.
- Business Rules
- Published Flows
- Report Definitions
Explanation
An update set is a group of configuration changes that can be moved from one instance to another.
Records such as Business Rules, Client Scripts, Fields, Forms and Form Sections, Report Definitions, Tables, Views, Roles, and Published Flows are captured in an update set.
Data such as New Data Records, Modified Data Records, Tasks, Modified CIs, new Users and Groups, Schedules, Scheduled Jobs and Homepages (if not manually added) are not captured in an update set.
- What it will contain
- When to send
- Who will receive
- The script must evaluate to true or return an answer variable with the value of true
- The user must have one of the roles in the required roles list. If the list is empty, this condition evaluates to true
- The condition must evaluate to true
Explanation
An Access Control List (ACL) rule only grants a user access to an object if the user meets all of the following permissions required by the matching ACL rule:
The condition must evaluate to true
The script must evaluate to true or return an answer variable with the value of true
The user must have one of the roles in the required roles list. If the list is empty, this condition evaluates to true
[Record ACL rules only] The matching table-level and field-level ACL rules must both evaluate to true.
Activity Stream
Explanation
Users can view a time-stamped history of all actions taken within a record by selecting the Activity Stream.
An activity stream is a list of entries in records and conversations.
Examples of activity streams include journal fields like comments and work notes displayed in task records and Connect Chat conversations.
Variable Types
Explanation
Multiple Choice, Single Line Text, and Select Box are different Variable Types in ServiceNow.
The multiple-choice variable creates radio buttons for question choices.
The single-line text variable creates a field to enter a single line of text.
The select box variable creates a list of predefined question choices.
Variables allow you to define questions for a catalogue item. Several types of service catalogue variables are provided. Some variable types accept variable attributes.
- Read-only
- Visible/hidden
- Mandatory
Explanation
A UI policy specifies one or more actions to take when the policy is triggered.
A UI policy action can change fields on a form to be mandatory, visible/hidden, or read-only.
The mandatory field is a choice list for specifying how the UI policy affects the mandatory state of the field.
Visible is a choice list for specifying how the UI policy affects the visible state of the field.
Read-only is a choice list for specifying how the UI policy affects the read-only state of the field.
Choice options for the above actions are:
Leave alone
True
False
UI policy actions are applied only if all of the following conditions are met:
The UI Policy is Active
The items in the Conditions field evaluate to true
The field specified in the UI policy action is present on the specified form
- Create a shared identity
- Accelerate adoption rates
- Gain user trust
Gear icon
Localization Framework
Explanation
You can translate the content of the catalogue items on the Catalog Builder dashboard when the localization framework plugin (com.glide.localization_framework.installer) is installed.
You can translate a catalogue item into multiple languages using various translation methods. When a catalogue item is requested for translation into a language, a localisation requested item (LRITM) is created.
You can also view the translation status of the catalogue items, request a translation, or translate catalogue items using the Comparison UI.
Note: If the ‘glide.sc.catalog_builder.localization.enable_request_translation_mode’ property is set to true, a user creating a catalogue item will be able to request translations for the item from within Catalog Builder. If set to false, the user will be able to directly create or modify translations from within Catalog Builder.
Task [task]
Explanation
Change Request, Incident, Problem and Request extend the Task [task] table.
The Task table is a base class that provides fields for the core ITSM applications such as Incident, Problem, and Change Management.
All applications that extend the Task table share these fields in common.
- admin
- role_delegator
Explanation
You can prevent roles from being delegated to users.
By default, the following roles cannot be delegated:
admin,
public,
nobody and
role_delegator (a user with the role_delegator role cannot delegate this role to other group members).
Procedure
Navigate to All > User Administration > Roles.
Open the role.
Configure the form to add the Grantable or Can delegate fields.
Clear the check box for one or both of these fields.
Click Update.
User presence
Explanation
The user presence feature facilitates synchronous collaboration within one record.
It lets you see who is online, their current status, and what they are viewing or editing, all in real time.
- Group
- Global
- My reports
- All
Explanation
You can view a list of reports and create reports from the Reports list. You can sort and filter the search results using the standard report list controls, such as by clicking tabs, column headings, or the favourites icon. You can also select the gear icon next to the ‘Create a report’ button to configure the columns displayed in the Reports list.
You can filter the Reports list based on the audiences with the following tabs:
My reports: Reports that you created.
Group: Reports that have been shared with you and with the groups you are a member of.
Global: Reports that are available to everyone.
All: All reports you have access to (Global, Group, and My reports).
User Authentication
Database Access
Application and Modules Access
Explanation
Security is built into all levels of the Now Platform.
User Authentication / Login, Application and Modules Access and Database Access are the different ServiceNow security levels before an end-user can perform CRUD (Create, Read, Update, Delete) operations on a table.
You can:
Configure login security options to control access to your instance.
Assign Roles to control access to features and capabilities in applications and modules.
Set up Rules for access control lists (ACLs) to restrict access to data by requiring users to pass a set of requirements before interacting with it.
- Integrates with third-party systems
- Provides automation tools
- Saves time
Explanation
Flow Designer automates business logic, integrates with third-party services and saves time.
It does not require scripting expertise.
- Work notes
- User presence
- Activity streams
- Connect chat / Sidebar
Explanation
You can collaborate on tasks with user presence, activity stream, Work notes and Connect chat / Sidebar.
User presence is a Core UI feature that lets you see who is online when you are working in an instance.
An activity stream is a list of entries in records and conversations, such as journal fields, comments, and work notes that display in task records and Sidebar conversations.
Work notes are an important part of the state flow process and are used to communicate information about state transitions.
Connect Chat is a real-time messaging tool that enables users to chat with individuals and groups, quickly share files, and collaborate on any record by instantly connecting with the right people. Core UI is required to use Connect Chat.
Sidebar allows agents to have real-time collaboration with others based around a Workspace task-based or interaction-based record. You can create Sidebar discussions on interaction records from Next Experience’s Core UI.
- All modules and sections within the ‘Service Desk’ application
- Any module with a name containing ‘service’
Explanation
You can use the Filter field to navigate to the module you want quickly. It provides access to all applications and the modules they contain, enabling users to find information and services quickly.
Any applications, sections or modules with names containing ‘service’ (or other words containing service, such as services and serviced) would appear in the results.
Besides, any applications, sections or modules related to those containing ‘service’ would also appear.
Therefore, when you search for a keyword in the Filter field, it displays any menu item that contains the keyword with all the underlying modules and sections, even if they don’t have the keyword in their names. That’s why when you search for the keyword ‘service’, you can see the ‘Service Desk’ application and all its modules and sections underneath.
