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CSA 2023 (Tokyo/Utah) > Enable Productivity > Flashcards

Enable Productivity Flashcards

1
Q

Reports allow users to:

A

View and analyze ServiceNow data prepared on an ad-hoc basis

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2
Q

Reports can be run:

A

manually or scheduled to run automatically

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3
Q

Where would you navigate in the platform to learn about Reports?

A

All > Reports > Getting Started

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4
Q

How many types of reports does the base instance come with?

A

Over 25 including Pareto, Donut, Heatmap, Speedometer, Dial, Single Score, Pie, Semi Donut, Bubble, Multi-Level PivotTable, Line, Column, Area, Spline, Bar, Histogram, Horizontal Bar, List, Funnel, Calendar, Pyramid, Box, Trend, Control, Trendbox, Map, PivotTable and Text Analytics.

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5
Q

How to access the Report Designer?

A

All > Reports > View / Run

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6
Q

What facilitates the Report Designer?

A

The Report Designer allows users to easily create reports by following guided flows to configure, preview, edit and share reports.

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7
Q

What are the 4 sections of an Report Designer?

A
  1. Data
  2. Type
  3. Configure
  4. Style
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8
Q

What tables are restricted from the reporting modules?

A

System tables such as: syslog, syslog_transaction, sys_attachment and sys_email.

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9
Q

Everytime you make an adjustment to your report remember to click:

A

Run

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10
Q

Update (in Reporting) means:

A

Overwrite report and return to the report list

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11
Q

Insert (in Reporting) means:

A

Save a duplicate copy and return to the report list

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12
Q

Insert and Stay (in Reporting) means:

A

Save a duplicate copy of the report, remaining on the report

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13
Q

Save as report source:

A

Allows to create a pre-defined data set that can be used for created reports (need a role)

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14
Q

How to make a report visible to a particular group or user?

A

Use the Share option to select Groups and/or users

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15
Q

Steps to publishing a report:

A
  1. Click Share icon and choose Publish
  2. Copy report link to copy URL
  3. Open URL in a browser
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16
Q

What needs to be enabled to publish reports?

A

System property glide.report.published_reports.enabled

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17
Q

How can you share reports?

A
  1. Share to users/groups
  2. Schedule to run and be emailed as an attachment automatically
  3. Add to Dashboard
  4. Export to PDF
  5. Publish
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18
Q

How can you report on Catalog Items?

A
  1. Filter based on Variables
  2. Report based on Variables (configure section)
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19
Q

Tags provide:

A

An easy way to categorize, flag and locate records

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20
Q

How can tags be created?

A

From a list or for view against any record

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21
Q

How in the List view can you create Tags?

A

Righ-click Record Context Menu > Assign Tag

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22
Q

How can you assign a tag in a form view?

A

Click More Options > Add Tag

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23
Q

What are the 3 ways to add tags?

A
  1. List view > right-click > Assign Tag
  2. Form view > More Options > Assign Tag
  3. Add Tag column to list view and add a tag directly into the record
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24
Q

How to access personal tags most easily?

A
  1. My Tags module
  2. My Tagged Documents
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25
Q

What role do you need to have to set tags as Viewable to Everyone?

A

admin or tags_admin

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26
Q

What is the difference between Reports and Performance Analytics?

A

Reports capture the current state of platform data, Performance Analytics provides information about performance over time (iteratively)

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27
Q

Performance Analytics (PA) allows users to:

A

Create Dashboard with widgets to visualize data over time to identify areas for improvement

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28
Q

How is Performance Analytics architectured?

A

Widget, Tables, Data Collector and Dashboard

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29
Q

What can PA do?

A
  • Track performance against Targets
  • Alert when Threshold are met
  • Forecast future performance
  • Compare performance at different points in time
30
Q

Dashboard enables:

A

To display multiple Performance Analytics, reports, and widgets on a single screen

31
Q

Dashboards can be:

A
  • responsive, and
  • nonresponsive
32
Q

Use Dashboards to:

A

Create a story with data

33
Q

Templates allow:

A

Form fields to be populated automatically simplifying the process of generating new records.

34
Q

Quick messages allow:

A

To create redefined content to add into the email client so your users can compose emails consistently and efficiently

35
Q

Notifications can:

A
  • Be triggered by events on the platform,
  • and require no scripting knowledge.
36
Q

A notification can alert users through the following methods:

A
  • Email
  • SMS
  • Meeting Invitation
37
Q

Notifications are received by:

A
  1. Configured users
  2. Voluntary recipients who subscribed
38
Q

To view sent notifications from your instance navigate to:

A

All> System Mailboxes > Outbound > Outbox

39
Q

Email layouts:

A

Are created to specify the HTML content you want to appear in the body of one or more email templates

40
Q

How to use Email Layouts and Templates with Notifications?

A
  1. Create Email Layout (banner/header/footer)
  2. Apply Layout to Email Template (content)
  3. Apply Template to Notification (what it will contain)
41
Q

What you need to specify to create a Notification?

A
  1. When to send
  2. Who will receive
  3. What it will contain
42
Q

When to send dropdown options are:

A
  • record inserted or upated,
  • event is fired
  • Triggered
  • Script
43
Q

To how many users should you consider limiting your recipients list?

A

1000 users

44
Q

If a notifications has more than 100 intended recipients:

A

The system creates multiple messages to up to 100 recipients

45
Q

What will be used from an Email Template?

A
  • Subject and message unless overwritten
46
Q

Dot-walking:

A

Gathers information from a series of tables through reference fields

47
Q

Dot-walking can be used:

A

Across the Platform

48
Q

Watermarks are:

A

By default system-generated watermark labels at the bottom of each notification email to allow matching incoming email to existing records

49
Q

If watermarks are omitted from email notifications,

A

Inbound Actions might not work properly.

50
Q

A watermark includes:

A

a random 20-character string after “Ref” that makes it unique and can be customized.

51
Q

What does a watermark consist of?

A
  1. Customizable prefix
  2. Auto-numbered identifier
  3. An underscore character followed by a random 20 character string
52
Q

Subscriptions:

A

Allow users to be informed of various activity occuring in the platform, whether it directly related to them or not

53
Q

Which fields can be used to ensure certain notifications cannot be unsubscribed?

A
  • Force Delivery
  • Mandatory
54
Q

Annotations:

A

Appear on various forms and contain useful information; can we toggled off in a form via More Options

55
Q

What does the placeholder ${URI_REF} do in a notification?

A

Displays value of the record as link text and renders as a direct link to the incident record.

56
Q

Sidebar allows:

A

Users to have a real-time collaboration with others based around a workspace task-based or interaction-based record

57
Q

How many discussions can be created via Sidebar per record?

A

Only one discussion per record

58
Q

What can you do with the Sidebar:

A
  1. Sidebar discussions
  2. Search within discussions
  3. Pin
  4. All, Unread, Favorites (select preferred options to view discussions)
59
Q

Docked Chat Windows (for Fulfillers) can be accessed:

A

Fulfillers can access multiple Sidebar discussions at the same time using the docked windows feature.

60
Q

When a Sidebar discussion is created,

A

the record card is automatically added at the start of the chat window.

61
Q

Docked chat windows include these features:

A
  1. Favorites
  2. Information
  3. Collapse
  4. Close
62
Q

Activity Stream in Sidebar

A

The sidebar is integrated with activity stream - when you start a Sidebar discussion, a tile corresponding to the discussion is automatically added to the activity stream.

63
Q

Sidebar and discussions are available only with:

A

Next Experience UI

64
Q

Integration Hub:

A

Offers several pre-built sets of integration actions to interact with common 3rd party applications. These sets of actions are referred as spokes.

65
Q

Automation Center application:

A

Allows to discover, prioritize and manager automation requests in your instance, all in one place.

66
Q

Predictive Intelligence:

A

Uses machine-learning algorithms to set field values during record creation. You need admin or ml_admin role to initiate set up.

67
Q

What should you consider when exporting a report to PDF?

A
  1. Information may be obsolete
  2. Access control is not enforced on exported data
68
Q

What are the 4 tabs used to create a report in Report Designer?

A

Data, Type, Configure, Style

69
Q

What can trigger a notification?

A
  • Record inserted or updated
  • Event is fired
  • A script
70
Q

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

A
  1. Schedule email
  2. Export to PDF
  3. Publish
71
Q

Which 3 tabs are used to configure a notification?

A
  1. When to send?
  2. Who will receive?
  3. What it will contain?
72
Q

Where can users define notification channels and manage subscriptions?

A

all > Self-Service> My Notification Preferences OR User Profile Menu> Preferences > Notifications > Core UI

CSA 2023 (Tokyo/Utah) (10 decks)

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