Extra Material - Self Service

Question 1

The publishing and retirement process for a knowledge article are controlled by….

Answer 1

Workflows!

Question 2

Which Workflows are included in baseline install: (6)

Answer 2

Approval Publish
Approval Retire
Instant Publish
Instant Retire
Publish Knowledge
Retire Knowledge

Question 3

User Criteria defines…

Answer 3

Conditions that are evaluated against users to dtermine which users can
Create
Read
Write
Retire

Question 4

What is the module used to import word documents as articles?

Answer 4

All>Knowledge>Articles>Import Articles

Question 5

What access does a user need to import articles to a knowledge base?

Answer 5

Can Contribute

Question 6

Which Module can be used by all users to view knowledge?

Answer 6

All > Self Service > Knowledge

Question 7

Which role can manage multiple knowledge bases?

Answer 7

Knowledge_Admin

Question 8

what tool controls the publishing and retiring process?

Answer 8

Workflows

Question 9

What is used to determine user access?

Answer 9

User Criteria

Question 10

Which roles can manage service catalogs?

Answer 10

Admin
Catalog_admin

Question 11

Using Catalog Builder you can (4 things)

Answer 11

Create a catalog item and templates
View available catalog items and templates
view catalog items that are recently updated
view the configured content that describes the catalog process to your org

Question 12

Service Catalogs are made up of

Answer 12

Items
Variables
Record Producers
Flows

Question 13

Record Producers

Answer 13

are a form that produce a task record. (they are a type of catalog item)

Question 14

Variables

Answer 14

Provide questions to help the requestor specify options or item characteristics

Question 15

Variable Sets

Answer 15

Collection of variables that can be shared between catalog items (Think of dates, names, etc.)

Question 16

Flows

Answer 16

Run behind the scenes and communicate the stage of an approval process

Question 17

REQ#

Answer 17

A request number generated to keep track of an order

Question 18

RITM#

Answer 18

Requested Item - Records on this table begin with RITM and manage the delivery of an item in the request

Question 19

SCTASK#

Answer 19

Catalog Task - Records on this table are assigned tasks needed to complete the delivery of each request item from start to finish

Question 20

What changes are automatically reflected in dynamic application services?

Answer 20

reflect any changes to CI relationships.

Question 21

How can you modify data pill values in Flow Designer without writing scripts?

Answer 21

You can transform data pill values without the need to write a script. Use transform functions to reformat text, perform mathematical calculations, sanitize potentially unsafe SQL statements, and serialize complex objects to raw XML.

Question 22

What type of Flow Designer trigger is needed for an Inbound Email Action?

Answer 22

Application Based

Question 23

Where do you navigate in the Now Platform to see a list of catalogue items?

Answer 23

It would be best to navigate to Service Catalog > Catalog Definitions > Maintain Items to see a list of catalogue items in the Now Platform.

Question 24

What filter condition allows you to report on incidents created from the ‘Create Incident’ record producer where the value for the ‘Urgency’ question is ‘2-Medium’?
- Apply a filter condition: ‘Questions.Create Incident.Urgency’ is “2-Medium”
- Apply additional group by on ‘questions’: Create Incident.Urgency
- Apply a filter condition: ‘urgency is 2-medium”
- Apply a related list filter condition: ‘Urgency’ is ‘2-Medium’

Answer 24

Apply a filter condition: ‘Questions.Create Incident.Urgency’ is “2-Medium”

Question 25

a platform function that provides a layer of artificial intelligence that empowers features and capabilities across ServiceNow applications to provide better work experiences.

Answer 25

ServiceNow Predictive Intelligence

Question 26

What are the 2 available knowledge article types?
HTML
Plain Text
CSS
WIKI

Answer 26

HTML
Wiki

Question 27

What sections on the Reports page allow you to see the different audiences and their visibility on the reports? (4)

Answer 27

Global
My Reports
Group
All

Question 28

Which of the following record operations can be secured by ACL rules?
save_as_favorite
personalize_choices
download_attachment
edit_task_relations
import_to_excel

Answer 28

save_as_favorite
personalize_choices
edit_task_relations

Question 29

What types of permissions can be configured in an access control rule?

Answer 29

Roles
Script that sets the ‘answer’ variable to true or false
Conditions

Question 30

What model/standard across applications helps track life cycle stages and stage statuses for CIs effectively?

Answer 30

Common Service Data Model (NOT CMDB)

Question 31

What are the three key attributes of every field?

Answer 31

Value
Field Label
Field Name

Question 32

What are the Incident Database views for the Service Management plugin in the base system?

incident_sla,
incident_metric, and
Incident_state
incident_time_worked.

Answer 32

Incident_SLA
Incident_time_worked
Incident_metric

Question 33

What scores are found on the CMDB health dashboard?
Compliance
Correctness
Completeness
Connectedness

Answer 33

Compliance
Correctness
Completeness

Question 34

What IT challenges can be solved with the CMDB?
Store well-defined relationships
Make sense of data to drive decisions and services
Consolidate disparate configuration item data into a single CMDB
Capture known configuration items
Regularly maintain complex data for accuracy

Answer 34

Make sense of data to drive decisions and services
Consolidate disparate configuration item data into a single CMDB
Regularly maintain complex data for accuracy

Question 35

What can you do with homepages on upgraded instances when the Next Experience UI is enabled?

Answer 35

View Existing Homepages

Question 36

What role is required to toggle the template bar and apply global templates to the forms?

Answer 36

No Special Role