Extra Material - Self Service Flashcards
The publishing and retirement process for a knowledge article are controlled by….
Workflows!
Which Workflows are included in baseline install: (6)
Approval Publish
Approval Retire
Instant Publish
Instant Retire
Publish Knowledge
Retire Knowledge
User Criteria defines…
Conditions that are evaluated against users to dtermine which users can
Create
Read
Write
Retire
What is the module used to import word documents as articles?
All>Knowledge>Articles>Import Articles
What access does a user need to import articles to a knowledge base?
Can Contribute
Which Module can be used by all users to view knowledge?
All > Self Service > Knowledge
Which role can manage multiple knowledge bases?
Knowledge_Admin
what tool controls the publishing and retiring process?
Workflows
What is used to determine user access?
User Criteria
Which roles can manage service catalogs?
Admin
Catalog_admin
Using Catalog Builder you can (4 things)
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
Service Catalogs are made up of
Items
Variables
Record Producers
Flows
Record Producers
are a form that produce a task record. (they are a type of catalog item)
Variables
Provide questions to help the requestor specify options or item characteristics
Variable Sets
Collection of variables that can be shared between catalog items (Think of dates, names, etc.)
Flows
Run behind the scenes and communicate the stage of an approval process
REQ#
A request number generated to keep track of an order
RITM#
Requested Item - Records on this table begin with RITM and manage the delivery of an item in the request
SCTASK#
Catalog Task - Records on this table are assigned tasks needed to complete the delivery of each request item from start to finish
What changes are automatically reflected in dynamic application services?
reflect any changes to CI relationships.
How can you modify data pill values in Flow Designer without writing scripts?
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.
What type of Flow Designer trigger is needed for an Inbound Email Action?
Application Based
Where do you navigate in the Now Platform to see a list of catalogue items?
It would be best to navigate to Service Catalog > Catalog Definitions > Maintain Items to see a list of catalogue items in the Now Platform.
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’
Apply a filter condition: ‘Questions.Create Incident.Urgency’ is “2-Medium”
a platform function that provides a layer of artificial intelligence that empowers features and capabilities across ServiceNow applications to provide better work experiences.
ServiceNow Predictive Intelligence
What are the 2 available knowledge article types?
HTML
Plain Text
CSS
WIKI
HTML
Wiki
What sections on the Reports page allow you to see the different audiences and their visibility on the reports? (4)
Global
My Reports
Group
All
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
save_as_favorite
personalize_choices
edit_task_relations
What types of permissions can be configured in an access control rule?
Roles
Script that sets the ‘answer’ variable to true or false
Conditions
What model/standard across applications helps track life cycle stages and stage statuses for CIs effectively?
Common Service Data Model (NOT CMDB)
What are the three key attributes of every field?
Value
Field Label
Field Name
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.
Incident_SLA
Incident_time_worked
Incident_metric
What scores are found on the CMDB health dashboard?
Compliance
Correctness
Completeness
Connectedness
Compliance
Correctness
Completeness
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
Make sense of data to drive decisions and services
Consolidate disparate configuration item data into a single CMDB
Regularly maintain complex data for accuracy
What can you do with homepages on upgraded instances when the Next Experience UI is enabled?
View Existing Homepages
What role is required to toggle the template bar and apply global templates to the forms?
No Special Role
